CS Responses
AviTrek
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in The Bridge
I know CS often get a bad reputation for slow and unhelpful responses.
So I just want to give a shout out for great service tonight. I accidentally hit the purchase 5 crew slot button. I emailed CS and within two hours they had gotten back to me and reversed the transaction.
Great job CS.
So I just want to give a shout out for great service tonight. I accidentally hit the purchase 5 crew slot button. I emailed CS and within two hours they had gotten back to me and reversed the transaction.
Great job CS.
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Comments
Sometimes it took a few days to solve things and sometimes, for small issues, the reply was very generic, but they've always solved my problems. So I'm very happy with CS so far
Thank you to the forums, I believe it was UnkieB or Data that taught me to force close the entire game and reopen during the Clown glitch, which has worked most of the times since. The community on these forums is really a huge part of the sucess and maintenance of this game and without them, it would be nearly unplayable, at least for me.
All of that said, I am glad there are folks that don’t run into these issues. It’s not fun, and I wouldn’t wish it on anyone. Sounds like maybe CS is improving again, from the previous posts, which is encouraging for me.
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Captain Zombie's Combo chain calculator
Or for example, in last november ellusive treasured 10x10 beholds, the 4* beholds were almost all exactly the same. Some version of 4* picard, warf, valeris or mccoy. It was useless when each behold offers the same crew. I even turned in screen shots and explained i felt robbed as there really were no variations to the beholds. I was told my issue would be forwarded to tech support. THE END.
Captain Level: 95
VIP Level: 12
Unique Crew Immortalized: 525
Collections Completed: Vulcan, Ferengi, Borg, Romulan, Cardassian, Uncommon, Rare, Veteran, Common, Engineered, Physician, Innovator, Inspiring, Diplomat, Jury Rigger, Gauntlet Legends
In my experience DB CS is absolutely awful. Their response times are ridiculous, especially to follow up. They are very error prone and are often unwilling to accept responsibility for their errors. They are decidedly lacking in generosity for compensation.
If my purchase fails and I cannot get what I wanted because the rep waited 4 days to respond to my response to their question and the offer left the portal I am not satisfied with 200 chrons.
I have had many dealings with CS and I dread them. Every time I buy anything I am willing the game to deliver the item right there and then because dealing with DB CS literally ages me with the stress.
Honestly the worst customer service I have ever encountered. Someone in DB who is in charge of the basics of their CS should be fired with prejudice.
That being said, I think the customer service for this game is quite good especially compared to other games ive played, and I have played many. Unlike most games, who Just tell you to get over it, or if you don't like it pretty much move on, Db has always addressed my concerns, and have never ignored me, nor dismissed me.
Have they always said yes? No, but you arent going to find that with any game CS, but I think for the most part they are fair. I think they go out of their way to try and find a resolution.
So that is my experience at least.
- CS respond quickly now, to me at least.
- If I’ve made an honest mistake or clicked on something too rapidly, CS are generally very good at putting it right.
- Small glitches and bugs, usually get undone/fixed with a ticket.
However, as negatives;
- CS respond with the company line. Major “gates” that spawn huge discussions on here go unresolved.
- Players are often told that their issue (discovery of a bug that’s been known in the community here for 3 years or a competitive issue in an event) hasn’t been reported before and is often too easily dismissed. Management need to give CS better and more immediate direction.
- There’s a lack of consideration for location based consumer rights. Eg, I was advertised 100 but only got 1, please give me my money back.
My honest feelings - if you’re just starting out in game CS are your friends, if you’ve been playing a while and dropped some serious cash, there’s little to no understanding of what can go wrong on their side.
Also keep in mind that your purchase contracts are with your provider - eg Google, Apple, Steam, etc.. in the UK/Europe at least, they are responsible for dealing with issues around purchases. Don’t let DB CS sway you into something you are not comfortable with.
Just a few days ago, I hit the Clown glitch. I screenshot the dilemma screen and sent a ticket. I hadn't yet read the advice in Engineering about how a restart can sometimes fix it, so I just took the 3* crew and finished the voyage. I asked for the Clown I wanted, and offered to let them take the 100 honor from the airlocked crew in exchange. The response was that a Clown appeared in my inventory and (unless I missed it) no honor was deducted. This took <24hrs to happen. I consider that to be sufficiently timely and customer-friendly. Even if they did take the honor, I'm fine with that too, since that's how it should have been in the first place.
Just my experience.
There were some of the reps that were extremely helpful , this includes full restoration of stuck voyages... so that's tens of items to down right lazy and snarky ones that just barely missed the "go F U " wording...
But then there's a reason you get a feedback form ... so . All in all i can't say i have pretty decent experience.
DB is not making the poor folks job easy that's for sure!
Zendesk is a software company that produces ticketing software. DB uses it. They happen to outsource CS, but using zendesk is not an indication either way.
Oh okay thanks for clarifying, so the CS reps do work directly for db then?
No, CS reps are still outsourced. But using zendesk is not an indication of being outsourced or kept in house.