I politely replied today, sine I still hadn't heard a peep.
My understanding of how their system works is responding yourself will reset the time elapsed on the ticket and actually put it lower in line than letting it sit.
I’ve got my honor back. It’s a fair enough deal I suppose though I have to admit I still feel a bit ripped off since I actually paid money for my final Picard rather than just using a citation, but it’s certainly a better response than, “we can’t do anything”, that’s for sure.
Weirdly enough, I’m also Vulcan Housewife. Also, RNGesus hates me, like really, REALLY hates me.
I politely replied today, sine I still hadn't heard a peep.
My understanding of how their system works is responding yourself will reset the time elapsed on the ticket and actually put it lower in line than letting it sit.
Replying to your ticket will not push it further down the line, let's stop with that urban legend
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
I will be closing this thread but I want to say that we regret all the issues that have happened lately, no one wanted this. We are sorry it got to that point and led to so much disappointment among our players.
If there are still inconsistent results for those tickets, you PM me, and I will look into it.
Thanks. This gives me a lot more confidence that things will be resolved properly and makes the waiting easier.
Claimed the extra Picard and dismissed him. Updated ticket stating he has been claimed and dismissed, along with screenshot. Keeping fingers crossed for a quick reply.
Replying to your ticket will not push it further down the line, let's stop with that urban legend
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
Thanks for the clarification regarding replies. I had never heard that urban legend, but luckily I won't be penalized for requesting an update.
That said, can you give some insight on how tickets are prioritized? There have been urban legends that higher VIP rankings get priority. Others speculate that it's based on chronological order (first in, first out).
But that doesn't seem to be the case. There have been those on the forum as well as fellow fleetmates that have submitted their ticket after me and gotten responses (whether initial or final) much quicker than I - who have received no response other than the automated response. Instead, older tickets were responded to, and this ticket has been neglected.
So back to my original question: how are Customer Support's work queues prioritized? Is it chronological? Is it by VIP? Or something else? I'm assuming there are multiple facets (e.g. monetary issues take higher priority). But given the 4 week SLA, it would be nice to know what the guidelines are.
Woah, actually, check that. The post about the 4 week SLA seems to be gone. So follow up question: what is the current Customer Service SLA?
I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
Does complaining more on forums help? I have been doing that a lot lately but doesn’t seem to be making a difference
My ticket has been resolved, 50000 honor & the gift Picard is no longer occupying a crew slot. CS was very courteous in their responses to me. Total time from start to finish was ~60 hours, YMMV.
Methinks I will hold that slot for Mariachi Q.... 🖖🏻
"In the short run, the game defines the players. But in the long run, it's us players who define the game." — Nicky Case, The Evolution of Trust
Does anyone know the order they go in regarding tickets? One of my fleetmates sent a ticket this morning and already got his 50k honor. I submitted my ticket the day it happened and I haven't heard a peep.
Does anyone know the order they go in regarding tickets? One of my fleetmates sent a ticket this morning and already got his 50k honor. I submitted my ticket the day it happened and I haven't heard a peep.
They do some form of keyword search algorithm that has not been disclosed.
I now have several people in my fleet not spending, and ready to quit.
All put tickets in on the 2nd (like me) not one received a reply, all the guys are VIP 6-14 (Fleet is "Suncoast" if DB wish to check the chat logs to see how Valid this is.)
When you see people on the forums getting compensated in 12 hours whilst you are waiting 5-6 days, It does lead to enormous frustration.
You may be swamped with tickets, but If we are not a priority, or you value other customers ahead of us then don't expect us to continue playing, let alone give you money, (For what its worth we are all EU players)
Still waiting... I sent attachments of the extra Picard with my invoice from Apple showing the purchase days ago now.... still.... nothing.... kinda frustrating
Still waiting... I sent attachments of the extra Picard with my invoice from Apple showing the purchase days ago now.... still.... nothing.... kinda frustrating
Same here. Until they fix things I won’t be buying any dil, special offers, extra chrons...nothing, except adwarps which are just too tempting to pass up.
Also still waiting; other than collecting dil, boosts on Thursday, and crafting one token recipe for this event, I haven't played since sending a ticket on Tuesday. It's truly regrettable the powers that be have chosen to disregard their player base in such a manner, which leads to my apathy toward a game that possesses some merit. It's better than reading the news.
VIP 8; won't go any higher unless major changes result from this debacle. It's a matter of courtesy in my eyes; would those in charge stick with a retailer that treats their customers so poorly?
I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
My ticket has finally been resolved! I think my mistake was forgetting to add an accurate "subject" title to my ticket and accidentally left it with the default title, so I'm thinking the CS rep manually changed it to a generic "events issue" ticket which I'm assuming got my ticket pushed behind the "purchase issue" tickets? I recently "updated" my ticket with a more accurate title and it then got resolved (might be coincidence). I'll be more careful when writing future tickets, but hopefully won't be needed....
I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
My ticket has finally been resolved! I think my mistake was forgetting to add an accurate "subject" title to my ticket and accidentally left it with the default title, so I'm thinking the CS rep manually changed it to a generic "events issue" ticket which I'm assuming got my ticket pushed behind the "purchase issue" tickets? I recently "updated" my ticket with a more accurate title and it then got resolved (might be coincidence). I'll be more careful when writing future tickets, but hopefully won't be needed....
What VIP level are you? I've been waiting since the 2nd and haven't heard back (I'm VIP12).
A lot of players are still waiting, including myself (VIP 10, submitted a ticket almost immediately). It's not a surprise that it's taking this long, given how many players must have been affected.
Comments
My understanding of how their system works is responding yourself will reset the time elapsed on the ticket and actually put it lower in line than letting it sit.
Well, crap...
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
A great start would be if we could get more response than
In lieu of 50k honor lol
The hopes of getting this character is one of the reasons I still play.
Thanks. This gives me a lot more confidence that things will be resolved properly and makes the waiting easier.
Claimed the extra Picard and dismissed him. Updated ticket stating he has been claimed and dismissed, along with screenshot. Keeping fingers crossed for a quick reply.
@Shan--
Thanks for the clarification regarding replies. I had never heard that urban legend, but luckily I won't be penalized for requesting an update.
That said, can you give some insight on how tickets are prioritized? There have been urban legends that higher VIP rankings get priority. Others speculate that it's based on chronological order (first in, first out).
But that doesn't seem to be the case. There have been those on the forum as well as fellow fleetmates that have submitted their ticket after me and gotten responses (whether initial or final) much quicker than I - who have received no response other than the automated response. Instead, older tickets were responded to, and this ticket has been neglected.
So back to my original question: how are Customer Support's work queues prioritized? Is it chronological? Is it by VIP? Or something else? I'm assuming there are multiple facets (e.g. monetary issues take higher priority). But given the 4 week SLA, it would be nice to know what the guidelines are.
Woah, actually, check that. The post about the 4 week SLA seems to be gone. So follow up question: what is the current Customer Service SLA?
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
Does complaining more on forums help? I have been doing that a lot lately but doesn’t seem to be making a difference
Methinks I will hold that slot for Mariachi Q.... 🖖🏻
And 100 chrons as an apology for the delay, saying there is a big backlog.
I’m happy and will go back to enjoying the game.
They do some form of keyword search algorithm that has not been disclosed.
That sounds likely; after all, it's used to determine the outcome of everything else.
All put tickets in on the 2nd (like me) not one received a reply, all the guys are VIP 6-14 (Fleet is "Suncoast" if DB wish to check the chat logs to see how Valid this is.)
When you see people on the forums getting compensated in 12 hours whilst you are waiting 5-6 days, It does lead to enormous frustration.
You may be swamped with tickets, but If we are not a priority, or you value other customers ahead of us then don't expect us to continue playing, let alone give you money, (For what its worth we are all EU players)
Same here. Until they fix things I won’t be buying any dil, special offers, extra chrons...nothing, except adwarps which are just too tempting to pass up.
VIP 8; won't go any higher unless major changes result from this debacle. It's a matter of courtesy in my eyes; would those in charge stick with a retailer that treats their customers so poorly?
My ticket has finally been resolved! I think my mistake was forgetting to add an accurate "subject" title to my ticket and accidentally left it with the default title, so I'm thinking the CS rep manually changed it to a generic "events issue" ticket which I'm assuming got my ticket pushed behind the "purchase issue" tickets? I recently "updated" my ticket with a more accurate title and it then got resolved (might be coincidence). I'll be more careful when writing future tickets, but hopefully won't be needed....
What VIP level are you? I've been waiting since the 2nd and haven't heard back (I'm VIP12).