Hi Than,
I have used the Customer Service Help Center many times in the past. Less so recently.
About 4 months ago responses were speedy and personal. But recently responses are a little slow and usually automated. Sometimes the automated response has nothing to do with the question or issue I submitted. Other times the response is not an answer at all, loike they never understood or even read my ticket. For example, I sent in a BUG ticket about players having multiple kings/queens. I got a response like 'Players cannot have multiple kings/queens. Ask the player for a screen shot for evidence please." I replied, "Sorry, I can't. They won't give me a screen shot." Customer services answer was "Well, that proves they do not have multiple kings/queens." Well, that is not the case at all. So I opened a thread on the forums where others confirmed. Then Customer Service said they would look into it.
Now, I understand that customer service cannot read every single thing that comes in. It would be overwhelming. But Customer Service needs to say that. There needs to be a response sent to every ticket submitted. And Ticket submitters need to know that their ticket may not be read due to sheer volume. And IF IF a ticket IS indeed read, Customer Service needs to actually read and try to understand the ticket. Then work with the player to figure out exactly what is going on and respond in kind. Letting th eplayer know their ticket has been selected for review and investigation.
Now, if it is not a bug but a game suggestion or feedback on user experience, then a simple automated reply is just fine. And all those go into a huge pile and are reviewed at leisure. And IF a suggestion or feedback is read by Evony then Evony should respond in detail with reasons as to why it was rejected. And if not rejected then Evony needs to respond and say that the feedback/suggestion was sent to decision makers for consideration. That would be enough.


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