I agree 100%. They don't like to respond when they are at risk of losing profit over players enjoyability. As in the thread I am currently trying to get them to change this.
http://bbs.evony.com/showthread.php?t=132106&page=8
Thanks Evony! It's great to see customer service as a priority.
I don't like the new customer service portal. (Please tell us why)
I agree 100%. They don't like to respond when they are at risk of losing profit over players enjoyability. As in the thread I am currently trying to get them to change this.
http://bbs.evony.com/showthread.php?t=132106&page=8
Its just a new face for the old system tickets clearly arnt read and thos ethat are seem to take months to get a response
Evony your customer service is AWFUL!![]()
The Ultimate Army
I am a new player, and I don't know if the new customer service portal is better or worse than the old portal, if a portal even existed before. However, shortly after submitting questions on 4 occasions and checking the status of my customer service requests, I received this message:
"This request has been closed and is no longer available for public viewing. If you need to create a new request please do so by clicking the link below or login to see your complete request history.
Login or Submit a new request"
"Login" just takes me back to the list of customer service requests, which is also what happens when the request-specific access code is used. So, the resolution of requests appears to be unavailable. Form letter e-mails were issued when two of the four requests were generated, but these e-mails did not contain information specific to my requests. One of the remaining two requests was answered with a well-formatted answer to my question.
So, this is a start, but keep working on making the interface more logical and intuitive. Also, please ensure that a permanent record of actions taken to resolve issues is readily available. Thanks.
I have waited so many days on a reply from them regarding resetting some quests that I accidentally declined when I first started playing Age2
This customer service system is a joke....
Still no answer from Evony on this.....
Suddenly earlier today, about 6 of my best heroes lost 45 Att/Pol/Int points. Thankfully only heroes from one of my three cities were effected, but it is very disconcerting, as it has taken quite a while to build up these 6 heroes, which include the best heroes in each hero type in my major city.
Please let me know what can be done -- Jumping Joe (NA8)
I woke up this morning and thought: I know I can affect the shapies positively - by commenting on the customer service model!!!
The thing that concerns me more than anything is the lack of a 'live presence' I have not noticed any live moderator presence. This presents to me the 'facebook problem' where online environments continually ignore the negative effect that a small minority can have on the community until change (and financial ruin are threatened) through pressure is forced upon you.
I am a relatively new player here during my time here I have seen abusive names, bullying , inappropriate contact to minors and more. Despite this I have continued playing, however I have seen significant numbers become inactive too. In real life I am a business troubleshooter and here I am seeing a fundamental lack of customer retention.
The great thing about a live resource is that in both contact and presence in world chat Evony can quickly reassure customers that the issues are in hand. Much of what I have read so far indicates this game is being treated like a cash cow. This is a huge mistake. With many huge new online titles competing for customer's time (and money) the defining factor for survival will be a retention strategy.
Evony appear to be sluggish and unresponsive to large swathes of the community. Live shoutbox realtime contact are the way forward. I just hope you don't lose 1000's more customers before you realise this.
Build this infrastructure now - if you need help or further advice this is my spe******t area contact me by email
Thank you for reading and have a great day!!!
You claim to have improved customer server. That is not the case. Evony still does not respond to issues and does not care. It is easier to ignore the problems than to fix them, especially when they have so many issues.
I came to the conclusion that it is a waste of time and if they can not even address an issue and resolve it in a reasonable time frame, then I am not going to give them my money anymore.
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