View Poll Results: How do you feel about our new customer service system?

Voters
1546. You may not vote on this poll
  • Thanks Evony! It's great to see customer service as a priority.

    1,268 82.02%
  • I don't like the new customer service portal. (Please tell us why)

    278 17.98%
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Thread: New Customer Service system in place, improved response time, and satisfaction survey

  1. #201

    Default

    Quote Originally Posted by Targonis View Post
    This claim of improved customer service is one of the things that at first made me happy, until I had to put in a tech support ticket. And now I wait, with no response to that ticket, and with no updates on the issue of lost troops due to unplanned maintenance.

    In the time between beta and now, my support for the Evony team went from a fairly strong positive to a medium negative(and getting worse by the day). I give it until Monday before I treat Evony, both Age 1 and Age 2 before Evony is dead to me and I quit for good.
    I'm confused... If you're referring to this new ticket system... it's been out around 24 hours. I STILL don't expect to get immediate answers. If that's the case, I don't think you're giving it a reasonable amount of time.

    Quote Originally Posted by sanford View Post
    I voted No, because the new Customer Service form does not include a way to report bugs.

    Bugs are important to your customer, especially the part where you acknowledge the bug, track it during the process, and fix it in the end. If you had a ticket system for THAT, i'd be satisfied.

    As it is now, I report a bug, no one ever contacts me, there is no list of "known issues" for me to check, I have no idea if I'm doing something wrong or it's actually a bug, and no idea when/if it will be fixed.
    Um.... wouldn't reporting a bug be the "TECH SUPPORT" option on the drop down box?

  2. #202

    Default

    Quote Originally Posted by TheVikingKing View Post
    I'm confused... If you're referring to this new ticket system... it's been out around 24 hours. I STILL don't expect to get immediate answers. If that's the case, I don't think you're giving it a reasonable amount of time.



    Um.... wouldn't reporting a bug be the "TECH SUPPORT" option on the drop down box?
    Dozens of people have been reporting the loss of troops on these forums for weeks now. Yes, the ticket system is new, but the first thing they could easily have done with an actual customer service group would be to respond to problems affecting hundreds(for each forum report there will be at least 100 who don't post) of people. I've been sending bug reports, as have others for weeks now on lost troops and such, and....no response.

  3. #203

    Default

    Woot. Finaly after 7 months I might actually get a reply to the 5-6+ messages I send with no reply at all to the contact us thingy.

  4. #204

    Default Submitting problems

    i couldnt tell you how many times i posted a problem...never once got a reply back

  5. #205
    Join Date
    Aug 2009
    Location
    Server 038
    Posts
    77

    Default

    Whew 24 hours and still no response. I am so glad things were worked out. I am proud to be part of the EVONY system. And Can't wait for the phase out of age I. Slowly but surely it ill happen. Pretty soon we will have our on forum to complain on because the mods couldnt be bothered nor the CSR's.

    They should atleast change the generic email to "Since the release of ageII we can not be bothered with your age I questions, Therefore please take this email and sit on it, Since it will be the only support you receive from us. Have a great day and YOU RULE!"

    That would be more realistic I think

    + Rep me if you think I have flamed =)
    DevlinG
    The NEW SS46
    old SS6
    Old S38
    just old

  6. #206

    Default moving to end of thread so they can see i havent been helped...

    Quote Originally Posted by cptcobra View Post
    this is all fine and great but i haven't gotten anything but an automated response to my issue of my account being deleted on NA4.. i want some real support not broken promises of support. Its been 6 days since incident happened and i have tried every meathod of getting support including the new one and all i get are automated responses
    Thur Apr 15 1324: Still no response in forums by email or thru ingame bug report, or new service system... that is not support. get your act together evony.
    support means actually interacting with people not automated responses
    fri apr 16th 930 am still no response from evony
    Last edited by cptcobra; 04-16-2010 at 11:29 AM.

  7. #207

    Default

    They dont reply on our from post they dont seem to be fixing when age 1 came out it was O.K. to have bugs at the start it was a new game now it isnt

  8. #208

    Default Had to vote no.

    I've posted requests by every means available. Email, forums, PM, support portal. I still have not received a single response to any of them. Email was a week ago.

    So is evony making support a priority? I don't know as a whole, but I'm REALLY not feeling it.

  9. #209

    Default

    what i don't understand is how they can say they have restored all accounts affected by the facebook linking, when they clearly have not! my friend has been waiting 3 days with no reply, apart from that one message that does not answer the problem. So annoying, how the hell are we suppose to know what is going on with the situation when they lie then don't get back to us!

  10. #210
    Join Date
    Apr 2010
    Location
    North Georgia, USA
    Posts
    6

    Default

    well i get no response from any customer service, pr or any other dept at evony below is a copy of email I have sent to every department and I just get ignored (ongoing).
    I have tried emailing every address and are I can find for evony. Does your company ever respond personally to email. You gladly take our money for this "FREE FOREVER" game.
    Who handles our problems? I am very upset and understandably frustrated that Evony has cheated me and stolen from me, of all my time and efforts to become better and stronger in this game. Over a billion in assets and half of my troops, which, as you know take a long time and lots of resources to build. Will anyone respond to me? From any department. Is there not anyone who has the decency to respond back to me to explain Evony's actions in this matter? This is a game but if I am expected to abide by the rules, should not Evony and it's employees have to do the same? What are my options here? Even the PR department does not respond, neither does tech support or customer service.

    Is it your company policy to ignore people and players unless they are handing over money?

    I will keep writing about this till I get some resolve for this matter!


    From: randledean@hotmail.com
    To: pr@evony.com
    Subject: ss24 and my account
    Date: Tue, 13 Apr 2010 12:35:05 -0400

    I am known as Who Cares (game name) on ss24. My account was put in holiday mode by evony while I was playing fairly, no bots, no scripts, no cheats of any kind. I used no foul language or offensive behavior in world chat.

    After a week when i get my account back half of my food and half of my troops are taken by evony. This game is one that requires constant attention and I play a lot. I work at home so i can be on as much as 18 hours a day myself and my computer is generally on 24/7. I would honestly like an explanation from someone. I wrote repeatedly to evony and only got auto responder comments.

    You guys know this game takes time to build up and the evony team just took hundreds of hours of time away from me and hundreds of millions of resources that I farmed in proper fashion in the game. My only recourse as a player is to quit but I love this game and have had fun all these months playing age I. I do not like age II and have tried it. I would like to know if there is anything i can do to get my troops and supplies back.

    I have 4 cities in this account and now i am missing over 8,000 ballista's alone, hundreds of thousands of troops, over 1 billion in supplies, how long will that take to rebuild, all from an arbitrary action from evony. I am good at this game, I do not have to cheat. I use a list of targets so i do not have to use every screen to launch again for farming raids, it can be done in 1-3 seconds, depending on server response, and I can comfort all 4 cities in less than 10 seconds. What triggers these actions? Do I have to slow down, or can I do it while someone monitors me so I can show them that i can do it so fast without cheating.

    What is so hard to believe about being able to do this fast after months of playing. If we are being monitored by the computer then the settings need to be changed in the game. I can launch all 39 attacks in approx 60-90 seconds from all 4 cities if I choose too and when I am waiting to relaunch it can be done 1-2 seconds after the troops return. The delay comes in waiting for hero to cycle, not my troops.

    We get banned for cheating and now evony is cheating us. If I were to write a review, I would have to say you guys punish players that get too good at this game.

    I am not the only one evony did this too, so may I please have an explanation.

    I Would really appreciate a human response, instead of the 50 auto responder messages I already have gotten.

    Randle Dean
    Who Cares (game name) SS24
    randledean@hotmail.com

    original email address for this account is livivhim@yahoo.com

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