Page 1 of 3 123 LastLast
Results 1 to 10 of 29

Thread: Customer Service Feedback Thread

Hybrid View

  1. #1
    Join Date
    Sep 2010
    Location
    Hacking the Gibson
    Posts
    179

    SMod Icon Customer Service Feedback Thread

    Hey Guys and Girls!

    I wanted to reach out to the players and get some constructive feedback on the Customer Service Experience. Please feel free to comment on what can be changed and not individual issues. I'll be going through these comments and use them to make the CS team better faster and stonger!

    Please try to keep this constructive, non constructive posts and individual issues can and will be moderated out of the discussion.

    I look forward to seeing your ideas and thoughts!

    -CSR Thantium


    :::EDIT:::

    I am going to leave this thread open over the weekend, and on Monday I will respond and comment on the ideas brought up.
    Last edited by Thantium; 11-19-2010 at 07:31 PM.

  2. #2
    Join Date
    Dec 2009
    Location
    The last Historic Poster hideout
    Posts
    6,383

    Default

    Well, one of the problems I faced was the ticket closing, twice I had a ticket closed when it wasn't necessarily answered to what I hoped for, the goal of the ticket wasn't completed I guess... so can the closing of tickets be reduced?

  3. #3
    Join Date
    Feb 2010
    Location
    Ireland
    Posts
    1,329

    Default

    I have encountered Evony Customer Service twice. The first time, I received a timely response (couple of hours - one day I think) and my issue was almost resolved but I screwed things up on my end. I was transferring cents from one server to another but I accidentally spent the cents I was trying to transfer. The only negative thing I could say about that time was that I was told my character didn't exist at the start. I was 100% sure it did exist. Other than that, the employee in question was very helpful.

    The second time was about resources not updating when I was offline. Again, the person dealing with my ticket was trying to be helpful but didn't solve my problem. The responses I got weren't really on topic. I detailed how production was at 100 but I was told about resource capacity, warehouse, stockpile tech etc. The problem was sorted when I read on the forums that your population needs to be positive before you go offline. (Or something along those lines.)

    All in all, I think the service deserves more credit than what it receives but as with any CS, there's always room for improvement.
    ^Sigpic courtesy of Thorn.
    Quote Originally Posted by Dennis Wholey
    Expecting the world to treat you fairly because you are good is like expecting the bull not to charge because you are a vegetarian.

  4. #4

    Default

    Welcome to the Evony Forums Thantium.
    I look forward to seeing you around the threads.


    Most people's complaints about customer service is the communication. Aside from the auto-reply, most people get VERY delayed responses. Most people get no reply at all. The only way I can think of to speed up replies is to add more manpower to servicing helpspot tickets. That might hurt the budget, though.
    Quote Originally Posted by Lazzzzzzzzalicious! View Post
    i started to read this and agree with everything rota says. if people just listened to him the forums would be a better place.
    Quote Originally Posted by Dawnseeker View Post
    Rota is correct.

    I don't even understand the question.

  5. #5

    Default

    Every Ticket I have Submitted is Answered with a generic copy paste response that has nothing to do with the bug / issue / glitch / or problem I have submitted


    Responses from Help Spot feel like they look at title and don't even bother reading anything else


    Sometimes it feels that those answering tickets can not read or understand plain english


    Help spot tickets closed without problems being resolved



    Getting a response like


    " Evony is a game blah blah blah .... Ask your Alliance mates blah blah blah..... this is not a glitch or bug blah blah blah........ We really don't even look at Tickets submitted we just type the title into our little search engine and copy and paste the first thing that comes up :


    Is not helpful at All


    For those of us who have been playing a LONG time it feel not like a slap in the face but a kick in the groin...... Help Spot is supposed to be HELPFUL but it is more insulting than anything.... Always assuming that we know nothing while they know everything.


    I am guessing that is why so many bugs, glitches and other problems are around for so long because help spot does not take us seriously



    Perhaps For every help spot ticket submitted AND closed a query with unlimited time frame about the service each person received could be implemented? This way Help Spot would be held accountable.....
    As I have had help spot tickets closed without even a remotely satisfactory answer and within hours of it being closed I get an email asking if I was happy and to fill out a survey on my service and when i click the link it is already dead


    PLEASE PLEASE PLEASE Fix help Spot..... It is currently worse than every in game glitch and bug I can think of..... And way worse than the horrendous lag
    Quote Originally Posted by Demonhero View Post
    Like the fact that there is a "process" for luck. I bet his real process is that he hired a midget to dress up like a leprechaun and dance on his computer, wearing a necklace of rabbit feet and the number seven.
    Historical Cities: 2 2 1 0

  6. #6

    Default

    This is my experience exactly.

    Quote Originally Posted by The REAL GE View Post
    Every Ticket I have Submitted is Answered with a generic copy paste response that has nothing to do with the bug / issue / glitch / or problem I have submitted

  7. #7
    Join Date
    Jul 2009
    Location
    michigan
    Posts
    28

    Default you effed me hard with the reset of ss56

    i capped a guys city named Bandit1 on ss56 then you guys reset and took away the city i capped thats complete bs so i just reset my 18.5 mill prestige account called boxmuncher on ss56 evony is a whack game that no matter what ya do the people running it eff you every chance they get i spent two years playing this fkkin game for like 16 hours a day thats alot a time wasted just because you guys messed up and gave out free packages that don't mean i should be punished for capping a city of a guy who bots bandit1 on ss56 is a botter i capped him and you gave his city back thats bs . so i hope ya have fun cause you will make all the players quit also thanks for fkkin me evony staff you guys are some retards. you guys really dont kno what your doing and im sure glad this happened before i spent money wich i was about to do in two days when i got payed thanks for saveing me money and takeing money out of your own pockets you guys must be retards
    Last edited by lord bishop; 12-14-2010 at 04:07 PM.

  8. #8
    Join Date
    Jul 2010
    Location
    Finding a Punchbag
    Posts
    436

    Default

    Quote Originally Posted by BeagleFan View Post
    This is my experience exactly.
    I would have agreed with that, however in the past couple of days, ive seen a change in the customer service.

    Normally, i would of got a completely unrelated response, and no fix.

    However, today, i got a very good response, and a fix, in one go.

    So i will reserve judgement on the new system, but so far, its a thumps up for evony (first time ive said that, lol).

  9. #9
    Join Date
    Aug 2009
    Location
    Building a religion... a limited edition...
    Posts
    15,996

    Default

    All I ever usually get is an automated response, or a response that has nothing to do with the problem, and I use helpspot at least once a month....

  10. #10
    Join Date
    Sep 2010
    Location
    Hacking the Gibson
    Posts
    179

    Default

    Quote Originally Posted by Reasoner View Post
    Well, one of the problems I faced was the ticket closing, twice I had a ticket closed when it wasn't necessarily answered to what I hoped for, the goal of the ticket wasn't completed I guess... so can the closing of tickets be reduced?
    Sorry about that, we are changing a few ways we deal with tickets and the limits of the ticketing system. One of the ways we are removing "lost tickets" is closing all tickets after being answered. You can always reopen a ticket and clarify the issue.

    One of the things we have added is the ability to review all past tickets, originally the system would hide closed tickets.

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •