Degrading customer service quality
SST - 9of7
✭✭✭
in The Bridge
I am really confused. While the game gets bugier and bugier CS is offering less and less service.
While the last outage was compensated globally with lousy 250 chrons, CS is refusing to replace the rewards of a voyage that was lost due the outage. The rewards included 370 chrons almost 500honor (including airlock crew) and 1 4*.
Am I the only one that thinks that this is insulting? Or where there even other players that got fairly compensated?
While the last outage was compensated globally with lousy 250 chrons, CS is refusing to replace the rewards of a voyage that was lost due the outage. The rewards included 370 chrons almost 500honor (including airlock crew) and 1 4*.
Am I the only one that thinks that this is insulting? Or where there even other players that got fairly compensated?
3
Comments
Their CS team is awful
I have had tickets come back months after I had resolved the issue with help from my fleet
Glad I stopped myself in time! The title is not "Degrading Customer Service", but "Degrading Customer Service Quality".
This will teach me to stop speed-reading and not ignore words in the title... I'll be returning my pitchfork and torches at Walmart this afternoon.
Id would love a Call to Arms, had some good ones, but had some horrid ones,
My favorite is now 6days with out a reply, or two tickets for same issue in a week with voyages freezeing yet , one does great and helps and like heres some stuff for not being able to run voyages for 24hrs, other is like be lucky i even unstuck it for ya
But hey its not like your a paying customer or any thing
I think i just need to uninstall, whats the point anymore
so biting my tongue. enough said.
[FSC] Peace Keepers
Gryphon [****] Adm
Squadron Leader - [TFA] Bateson’s Bulldogs
In a way, you've got to hand it to DB... they decided at the outset that poorly-implemented RNG would control every aspect of their product, and they've stuck stubbornly with that decision, even to their customer service.
Main problem is delay. Last couple have been 3 days before 1st responce.
Best course is to be detailed, concise if possible. But definitely present you case, details to support, and your request and resolution expectations.
Based on my delay experience try laying out everything relating to ticket other wise your ticket will take 1 to 2 weeks to resolve.
If you are not satified with responce and have detailed complaint definitely politely but firmly request escalation review.
This is where you're wrong. Technically, you AdWarping puts revenue into their coffers.
I concur, as I've had mostly the same experiences that you've mentioned.
This one is very important. Don't feel bad about escalating your ticket politely. You are not making a complaint when you are doing so (self-reflecting on me feeling bad when I ask for an escalation).
Think about it this way, if all CS personnel were perfect, they'd all be supervisors!
Were to begin
1. I use a credit card over 80,500 vip in 3months,
2. Had some good ones that did Great, but got fails on the C.S RNG for several
3. Im always polite i even try to joke around to help brigthen there day
Tried that asking for fair compensation,
Had Same C.S REP on the same issue that i had a 2nd time, even pointed out that that she had last ticket and this was compensation bababa ,
Was totally ingored and talked about somthing else
"Glad we could help bue bye"
Had a great C.S do that last week, then when it did it again this week, it was just be glad i unlocked it for you
Bye bye
I was not even able to log into the game for 38 days because of some corrupted file on their side. My account had to be wiped, and new account created. During the transfer, I lost all of my crew in cryo, all of my shuttle factions went from max to zero, and I had to redo all of my chapter and cadet progression ( cadet was the worst, since I lost all those immortalized cadets in cryo ).
When I finally got a response from CS, they were polite. But, in the end, could not replace what I lost. The compensation for what I lost, and the 5 1/2 weeks of missed events and quests, left me 80% satisfied. And face it, anything less than 100% satisfied = UNsatisfied.
I had great experiences with cs in the past, but since the mirror mega it went downhill. I can see that they try to go away from the highly individual approach to standardized CS.
Unfortunately the only thing they actually did to converted CD to a bad chat not that gives canned responses only partly related to your request.
And honestly I do not want to have to escalate my ticket to have it looked properly, nor do I want to extend my voyage with dil and get that dil back as that would mean more rewards than what would be appropriate.
Wow, that's horrible. Unless you're f2p, I can't see how your compensation doesn't *start* with a full refund. And if you're f2p it should start with a truckload of dilithium to help you recoup all your immortalized crew.
This time around (stuck voyage at hour 14) it was 2 1/2 days to initial response, which is clearly an improvement, but the messaging about what they'll be able to do about it is very unclear: Last night's response credited me the dilithium I'd spent on this voyage (which I didn't actually ask for) but I still have no indication that they can or will unstick my existing voyage. The communication is awful.
And the response turnaround is really dragging things out, of course: 2 1/2 days to initial response, 15 hours to respond to my first reply, and now 17 hours so far to respond to my second reply (which I sent within minutes of their message, as I happened to be up late last night and online when it came in). Seeming like I am allotted a single response per day, at approximately 1 a.m. EST.
Thank goodness I have no interest in the <1000 rewards for this event (already having immortalized Dr. Noah and CMO Pulaski), since I'm now still sitting on a stuck voyage during a Galaxy Event. Just missing out on my chance to get a Resistance Neelix.
As someone who provides customer support myself as part of my job, IMO there is just no excuse for any business to take more than 24 hours to respond to a ticket during the week (we aim for less than two business hours to turn around email and phone calls at my company, often faster).
Oddly enough, I also had a voyage stuck at the 14 hour dilemma Wednesday night before event. I put a ticket in, and had a response 19 hours later. That's much faster than my last ticket in October. It was about 20 days before I had a reply.
I've been stuck since Sunday afternoon. And extra oddly, it sounds like we both got an initial response on Thursday despite my ticket going in 2 days earlier than yours (I didn't submit until Monday, hoping the problem might resolve itself or be a passing bug). Maybe CS is off MTW ¯\_(ツ)_/¯. Were they able to unstick you, or what was the resolution?
Yesterday I did my community reward 10-pull and got the usual airlock blues and worthless schematics. And my one Behold was a choice of 3 immortalised purples. No, that's not a glitch, but I submitted a ticket anyway, taking the opportunity explain one-on-one the frustration we all feel over that. I also said I'd stopped spending money because of this issue and offered the suggestion raised here - of an equivalent citation. I just thought --maaaaybe-- it might do more good than complaining here, where it seems to fall on deaf ears. Here's the response:
Thank you for letting us know of your concern, and I completely understand where you are coming from, however, the Time Portal does not take into consideration what you already have, or may find useful, when determining your rewards.
Additionally, while the 10-pull of the Premium Time Portal does guarantee one Super-Rare (4-Star) Crew, the bulk of the rewards received from Premium pulls will be Rare (3-Star) Crew and Ship Schematics. Because thereare a finite number of Rare Crew in the game, if you purchase a large number of Premium pulls, you will inevitably begin to receive characters that you have already have maxed out. This will also become true of Super-Rare, and even Legendary Crew as you secure more resources over time.
Well, yes. We all know that. That's not the point. The point is that the system punishes loyal players and gives us no incentive to keep spending.
Squadron Leader - [TFA] Bateson’s Bulldogs
I had the same experience you had. But I started this thread as I saw it going down the drain.
My initial problem (a voyage that ran out of AM during a 30min server outage) was resolved with the response that it would be unfair if they gave out compensation for the error, as everybody got sorrytons for the issue.
The argument by CS thus is, if unaffected people got compensation it would be unfair to compensate those that were actually affected.
The way they took for CS is such a lousy joke...
Damn, I have the exact same problem as you - though at this moment "only" 5 days. CS keeps asking me to play on different devices/platforms, and want to know what happens after I click the OKAY under "unable to log on" etc, and today the last message was "We'll let you know about our progress". In other words: don't call us, we'll call you. I've managed to become lvl 41 in relatively short time, with a nice set of characters both frozen and active. I can't do anything, unless they manage to retrieve my data from their servers. People: it's called BACKUP. They really should be able to get my data back, so I'm certainly not going to be satisfied with anything less than what I had. For crying out loud, I was ready to get myself a monthly card - just glad I didn't buy it YET. I love this game, but if I have to start over again, no matter the extra tons of goodies to make up, I'm definitely UNSATISFIED and not sure if I want to do this.....
After purching a 10 packs for $10 pack, with the regular time portal, my last three packs each had a Mirror Ezri, which I already had FFFE; I didn’t get a single behold or any other purple or gold characters in any of the packs. I sent a ticket because the odds of the exact same character on three straight regular time portal pulls seems nearly impossible, even asked the ticket to be escalated, but the response I got was almost verbatim as the response you got. Seriously, I have a better chance of getting three straight with gold characters than any one specific character, so this seemed like it had to be a bug, but DB was unconcerened.
Always always ask for your ticket to be escalated if you are not happy with the response from your dedicated advisor.
Be polite, courteous, respectful but firm. Set out your disagreement logically and suggest a couple of solutions that are slightly higher than you actually want (giving negotiating room)
My concern is the varying compensations that are offered depending on who the dedicated advisor is. In my fleet a few of us raise a ticket and the varying compensation offers are disconcerting, from nothing to here have 3 limited Rare characters?
Well I escalated the ticket and had a wait time of 3 weeks over like 4 responses going back and forth. In the end it was: we gave out 250 chrons to everybody it would be unfair if we give you compensation for your voyage.
And I gave proper and fair propositions how to resolve the issue. I even made a good analogy how 250 chrons for everybody (most 0% affected) does not cover my loss (370 chrons + a needed 4*) which came 100% from the outage at all. But in the end nobody cared.
I then just stoped. Because 4 more weeks and nonsense answers would have been too much...
I mean I was asking for regular customer service and CS is working hard with delays and road blocks to prevent players from even opening tickets and drive us to frustration. Surely succeeded with me.