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. #221

    Default Improved.. NOT IMPROVED!

    Quote Originally Posted by randledean View Post
    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?
    ...
    Is it your company policy to ignore people and players unless they are handing over money?
    ...
    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.
    ...
    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.

    ...
    EXACTLY!!

    I had, what I thought were just login troubles Saturday night, Sunday evening, can't login at all, without some vague message popping up saying I have not access at this time. Monday I receive an AUTOMATED email saying that I violated some rule(s), NONE of which I did! Best I can figure their "EXTENSIVE INVESTIGATION" is .. a JOKE! I sent a couple emails to different departments Monday, with a couple of them giving me USELESS AUTORESPONDER REPLIES! Again on Tuesday, I send out more emails. One reply said I had to wait a week before they would even look into the matter!! a WEEK! One email said I had to wait 3 days. Three days from WHEN?! Friday that week, I sent more Emails out. This IS another week later, and NO REPLIES WHAT SO EVER!

    I am Just glad I didn't pay a cent for this!


    The following Saturday evening, I could log back in. What do I see? what appears to be 2/3rds of my troops GONE! Nearly all of my food GONE! No messages of any kind indicating why this was done.

    Their only reply OTHER then the autoresponders?

    Some thing that allows me to have 50% less up keep for troops over a 24 hour period!

    I WENT OVER A WEEK SEVEN DAYS WITH NOI EXPLAINATIONS AND THIS IS THEIR FIX?!

    Next to that, my queues were FILLED!! One City alone ad enough Queued troops to last me from BEFORE I HAD THE ISSUE, to 4AM LOCAL TIME TO ME, 8 DAYS LATER!

    And the Queues, after tehir "FIX"? EMPTY STILL!

    I HAD 5000 catapults, THOUSANDS of workers and Scouts and ARchers 2500 RAMS Several more in Calvary, and What did I get out of it? 87 Catapults, as one of the queues had finished sometime prior to their .. BS!
    THe other 2 cities I had queues filled in? 0. NOTHING THEY ARE EMPTY!
    NONE of the resources that were sued in the queues were replaced either!

    SOME OF MY TROOPS ARE EVEN NONEXISTANT!!
    I was working on building 1 million warriors. How many warriors do you think I have?? BIG FREAKING ZERO! WHERE ARE THEY!?

    ANSWER MY EMAIL! GIVE ME A REPLY THAT IS NOT FORM SOME MACHINE!

    buggers.


    CORVUS ss24

    YEAH YOU KNOW WHO I AM!

    IF YOU EVER READ YOUR DAMN EMAIL!

  2. #222

    Default what customer service

    i do not see it

    i have never had an answer to any inquiry

    bad

  3. #223

    Default

    Yeah, new system to log issues.. at least now we can see they don't do sh!t about our problems !

    Lost a lot, wrote to them on a few occasions, never got a reply... it's now been 3 weeks !

    My guess is that if you're a spender, they "might" answer faster, otherwise, you get nothing ! That's certainly how it feels !

  4. #224
    Join Date
    Oct 2009
    Location
    Brasov,Romania
    Posts
    25

    Default

    I had problems logging as well...and i think Evony staff needs a few more members to take care of our mails....many ppl from my alliance mailed them and i guess if we all do so it's normal for them not to manage to respond really...

    They will fix the problem at some point,don't worry...

  5. #225

    Default

    Quote Originally Posted by ArizonaDweller View Post
    It doesn't. You either get the key. Or you pay for it and don't get anything but you at least get to claim it before it disappears. Then you get the satisfaction of not hearing from evony.
    Who ever fixied it so my New Years key would open my Easter chest....Thanks so much! Your doing a great job

  6. #226

    Default

    I am glad to see that I am not the only one who has a complaint about Evony, especially Age II. Despite logging a complaint 48 hrs ago - ref no15990sfqviwm - this remains unanswered and unresolved.

    Maybe I need to scream this out one more time 'I CANNOT LOG IN AT ALL ON AGE II Na1'

    On the blue screen, with the gold play button - NOTHING HAPPENS.

    On the Account Protection where it says 'Log on another server' - Na1 does not appear. It hasn't for the last 60 hours.

    I also paid to improve my chances in the game - but it seems that Evony takes my money then totally ignores we when I mention that I cannot log in.

    Will someone have the decency to respond to my ticket, let me log in to Na1, where I might salvage my city if it hasn't already fallen and god forbid still be apart of an Alliance!!!

  7. #227

    Default

    this post is completely useless.
    I mean there are lots of bugs in Age 2. Every 5 minutes I discover a new bug. Some are minor and not even worth mentioning. Others like my entire army dissapearing during a sytem update is more major.

    The people that have been screwed over by a bug will clearly vote this portal doesn't work.

    The people fortunate enough not to come across one of the more serious bugs will probably vote all is fine.

    Still no answer to my problem Evony. My entire army vanished! Am I just supposed to sit here and hope nobody notices I am defenceless?

    Whats the point in trying if everything I build gets lost this easily and any beginner can now wipe me out.


    The point I am trying to make is that instead of doing the logical thing of fixing problems as they occur you guys at Evony seem to think the more bug reports you get the more customer representatives you need to handle these reports.

    Geez, if you just fixed the problems and had no problems there would not be a need for this "improved" customer service which is clearly getting more and more overloaded as more problems are ignored and added daily not fixed daily.

    Don't spend more money on customer service reps, fix the problems instead so the customer service reps are not needed!!!

    Maybe then somone will finally be able to read my complaint. In the meantime I am just going to send a complaint every time I log in.

    Just so Evony realized to solve their problem, a new customer portal is not needed, the problems need to stop so my endless complaints stop cluttering up their inbox.

  8. #228

    Default

    So where is the customer service portal? Surely posting an open message in a forum isn't the way to go. Please advise.

  9. #229
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    I am still waiting for someone to answer my request as well. I submitted it through the old system on the 13th, then resubmitted it through the new system on the 14th, then updated it on the 15th, and just updated it again now. So far, no response, no resolution, not even a note saying "We're really busy but we will get to you in time."

    My issue is that I paid $30 for the Beginner's Package but never got the package. I got the coins, and an Easter pack - but not the Beginner's Pack. Yes, I did this within my first 7 days (I only started NA8 last Saturday, and am still in BP).

    My Request number is: 12962bmkzht

    And here are the messages I have sent just through the new system so far:

    moeloe1126@aol.com ? April 16 2010, 05:33 PM

    Hello??? Is anyone there? What is the point of letting me "check on a request" when it sits here with no response and no action taken to fix the problem for 48 hrs (not to mention the 24 hrs prior when I first submitted a ticket through the old system)?

    Is anyone even reading these things?
    moeloe1126@aol.com ? April 15 2010, 03:11 AM

    I thought I would help this along by providing a screen shot (attached below) of my purchase history for my NA8 account, so you can see the Beginner Package is neither available nor already claimed. Perhaps this will speed things up, as so far, I still have not gotten the pack or a reply (other than the auto-response) to my first or second submission of the trouble ticket.

    And yes, I am still under BP. I will be until Saturday. So, obviously, this first $30 purchase qualified me for the Beginner Package.



    Game Pack Screen.png
    moeloe1126@aol.com ? April 14 2010, 11:44 AM

    I sent this issue in yesterday on the old form, but am trying again with the new system in the hopes it will get a response.

    When I started on NA8, I had issues getting the $5 for 250 package (got neither coins nor package at first), but eventually this was resolved, and I got both the coins and the package. Thinking that everything was fixed, I went ahead and bought the $30 package as well. Since I only started on NA8 on Saturday (Apr. 10), and am still in Beginner Protection, this purchase should have qualified me for the Beginner's package.

    I got the coins, and I got the Easter package (which I didn't even know about) - but I did NOT get the Beginner's Package. It's not in the gift box or in my chest. Can you please correct this? The whole point of spending that money was to get the extra resources from the Beginner pack to help build up my city.

    Here's the transaction info:

    Apr 13, 2010 17:02:02 PDT
    Transaction ID: 1YF74460D2295281C

    Evony > Evony World na8 > 300 Evony game coins to (moeloe1126@aol.com) > Order ID: XN9UUGVVK6EHMUCJ
    Item# 300 $30.00 USD 1 $30.00 USD

    I'm playing on NA8, and my lord name is LadyMoe

    Please let me know what went wrong and apply the beginner's pack to my account as soon as possible. Thank you.

  10. #230
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    So where is the customer service portal? Surely posting an open message in a forum isn't the way to go. Please advise.
    http://helpspot.evony.com

    That will get you there directly. Or when you are on the game login screen, you can click the help (beta) tab on the top menu.

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