What would improve the support!?!
What would improve the support!?!
Tynon's support team is doing a fine job, outside of a few people's experiences. In my opinion it seems they are doing as much as they can do, given how many of them there are. If they weren't inundated with so many false bug reports, rants, cheating complaints, etc I'm sure they'd be even faster.
If they actually sent responses pertinent to the complaint filed. Same old auto replies that are not pertinent or tell you they are aware of the issue, thanks for playing Tynon... getting old. and if they would actually fix the bugs that are reported... would be awesome. I seem to have every glitch ever listed in the forums, and have filed dozens and dozens of tickets. They did comp me one time, but have not addressed the constant dc's. loss of runes or coin from the dc's. or most other bugs I have reported. They have told me they would "fix my account", and the "fix" now causes me to get even more Code:1002 errors and a false cancelable error constantly. Meh.
And Deuc, I have to respectfully disagree with you. I am not filing "false" error complaints or tickets. I include screenshots often, when I can get them before the game changes the page to one not showing the losses. Hard to show lost runes when you get kicked oy ut of the temple as soon as you get them and sent back to aerie and dc'd. Like I just had happen 5 minutes ago. Lost a yelllow rune and 1 mil coin. And have no expectation of them restoring either.
Well you know to be honest alot of these false bug reports rants cheating complaints etc would be reduced if it werent so fun to figure it out yourself and there was a basic game guide available form the main page
Becuase as fun as it is to figure it out on our own, some people just need some help sometimes.
but i made a thread at one point praising the customer service team. Well mainly stanley, cuz he is pretty much the entire customer service team. there was someone else at one point replying to my support tickets.
Also reports would decrease if they tested out patches better and spent a little more time checking the code that is there before investing in new things or changes to current game mechanics.
So in my opinion customer service is doing their best, but their hands are tied a bit with the way the overall game plan is being carried out.
I have had a majority of my issues ( of which there have been plenty ) resolved properly.
They wont just give you free stuff no matter how much you complain even if its every hour on the hour for 3 days straight. But they will fix issues in game with your account and credit things that you can show to be their fault and not just a glitch. Documenting it helps alot. When i send screen shots I usually dont even have to ask again for compensation. They just give it to me. When I dont have screen shots then I have to push a little harder and sometimes I will get compensated and sometimes I won't. Just depends on Stanley's mood.
I would give Stanley a break, I keep him pretty busy with all my complaints, it's no wonder hes so slow getting to everyone else's issues.
There are no statistics on this. What you see here is what you can base your opinions off of. Yes, I have had good exp's.Quote:
Where is the statistic to back your opinion about "outside a few"; ohterwise you had a good exp is the data, yes
We all disagree sometimes :)
Maybe not you, but I know that many people use the ticket system to blow off steam. That is a waste of resources and it would benefit all of us if it didn't happen. The post's that we all see here demanding compensation you can bet are even worse from their view.
In my experience, support teams always take the heat because they are the only outlet for people's problems. They should be trained to deal with this though, and it seems they are here. My ticket experience with Tynon has been much better than average, overall. It may not seem like much, but when the last patch went live, I assumed that Tokens could be sold for 1 million coins each. I was dead wrong about that, it wasn't included in the patch. Before I realized that, I had sent a ticket in about it. Stanley gave me all my tokens back AND gave me the several million coins that I thought I was supposed to get. It was a pleasant surprise and has made me think twice about each ticket since. When I send a ticket in, I do my best to be articulate, explain the issue and if possible include screen-shots or other proof of the problem. It really helps them do their job.
I didn't mean to accuse, or insinuate anything Batty :) This is a topic that could be argued either way, for a long time.
Lol Deuc. I know you didn't. some times I think the Dev Team puts every glitch they have into my game just to see how long it takes for me to report it. :DQuote:
I didn't mean to accuse, or insinuate anything Batty This is a topic that could be argued either way, for a long time.
I can def agree that customer service, in any industry, takes the majority of the beatings for things they have no control over. "Stanley" is the name used on all auto-replies it seems, and may be more than 1 person. The times that I did get a "fix" and the 1 time I did get comp'ed without asking for it, were under a different name. And yes, I am sure that they are swamped with complaint, and demands. Having support available more than just on weekdays, 8-4 or 9-5 Asian time would make the system work better IMO. Weekend support, if not 24/7 support would be a start. But that would cut into profit margins, so I don't see that happening any time soon. Lol! :rolleyes:
Moved to general discussion.
What there is more then 1 stanley. And here I was beginning to think he was my own personal assistant at uCool.
Now if judging by the support ticket numbers means anything, it seems to me there are days when they get very few requests sent in and days where they get 100s. Of course when a patch comes out they will probably get a lot more.
In terms of auto replies - meh most businesses have some for certain occasions. SO I dont mind the pre written explanations. But I get lots of ones that are not.
So I think someone over there is actually trying and doing the best they can.
I look at things this way. Stanley gets my ticket and reads it. He then has to decide whether to send it over to someone to do something about it. In terms of compensation for glitches he may have been given orders from his boss on - no compensation for this or that. Because the bosses may have decided that this glitch is not important enough fro compensation. Or they were told by the devs/coders we fixed this issue any new complaints are problems on the users end and we can do no more.
To me the issues folks like Missbatty are experiencing are not a customer service issue necessarily. They may be a problem with the coders understanding the issue or the bosses deciding its not worth fixing, or in some cases on the user's end. And Missbatty I have no idea what is causing your issues and am not suggesting the issues are on your end. I speak in general terms. SO they may have the greatest customer service team ever assembled. But if the coders or bosses dont want to act, customer service is stuck.
I think the biggest change needed is replacing the words BILLING SUPPORT on the main page to CUSTOMER SUPPORT so people stop blasting on forums all their bugs and glitches and account issues over and over and can clearly see where they should be reporting these problems to get resolution. How many more threads do we need that say I lost my account, gems lost, cant get past banishing woods, etc
Tynon Support has done their job when I needed them. I can't complain about them at all.
It is coming along but clearly Customer Support is NOT a priority at Tynon. It appears they only have maybe one guy trying to run shotgun on it. To tie the problem reports to the billing page is all tellling about where Tynon's inerests are - income.
One has to be very persistent to get any thing resolved. I had ONE really good response with an attempt at some compensation for lost time and effort (gem credit) but it took me 2-3 weeks to get my problem fixed. The poor guy had to hack my account and re-host it on a different server to fix what I already knew as a corrupt database issue caused by special characters in the name that the client did not prevent going through.
I don't like the "form letter" style of responses at all though.
I think that once they discern that you know what you're talking about they take your bug reports more seriously. But it takes time to develop the reporte.
I'd like to see more attempts to reimburse people for their lost time and effort since this game is all about momentum of character development among peers. And if you are hamstrung early on in a new server you will be left so far behind that you will never catch up (esp. lost labyrinth time and lab credits and spirit gear etc.).
Now that we have been moved to a different area, without any explanation, let us consider how support interacts with us.
The viewpoint of big brother is never ushered in by the client whose rights, freedoms, and emotions should be respected.
How often are we just brushed off and actually answered... or evaluated as unworthy with words like newbie, mistaken, misinformed, unprepared, and flaming instead of passionate.
There are financial codes and corporate conduct codes that applied to individuals who are doing business... this is not a simple situation and should be for the sake of the game considered.
They have worked hard with some of my problems and some of them I feel let down by them. But overall they have kept me waiting a bit longer than I would like. And some responses have been a lil short. My last response from them was 'will try' I've spent cash I don't want them to try I want them to do. But I can't really complain they have dealt with my most major issue with very quick actions and communications although I did threaten legal action. All in all 7/10
I got another fact I LOST 3 TOKEN THE OTHER DAY AND i JUST GOT THEM BACK! Someone is listening!!!!!!!!!!!
And it doesn't matter if a Tech Support did it or the Game corrected it's count... the Tech Support Didn't over compensate and the problem resolved in a timely manner!
TYNON PLEASE BAN CHEATING PLAYERS
HOW come? i send 10 screenshot of 1 player robbing her/his 3 alt's? several days in a row? how clear do you want proof ?
and no acties still and this is WEEKS ago.. and this person just keeps on robbing... and milking alt's EVERY day (nice on saturday 30 free gems..)
and out of the 10 supports i send tynon merged 3 together coz they think its the same ploblem
on 3 i dont even get a reply.. and 2 i get a reply thats just nonsense and not a solution
only 2 were fixed.. now thats what i call great support 2 out of 10
and yeah its IMO coz i cant see what other people have ofc its my experience here.
I have to ask, how do you contact customer support? I cannot find it anywhere in the login screen and if its supposed to be done in game my mailbox has been partially broken since day 1. I can receive mail, but cannot send mail to anyone not on my friends list. To send mail I have to open the mail option from friends list.
http://tynon.support.ucool.com/ <---- support link and you can also just click on billing support...(on main page) thats the way to get game support also
and mail is not broke... it just works stupid.. type in the persons name in whisper and then just a . (dot) so there name is displayed click on there name and click on send mail :)
You access billing (customer) support from the main page @ Tynon.com that you log in on. Use the billing support tab and submits a "request". Leave the first 2 text areas blank and follow the same format shown here: http://bbs.tynon.com/showthread.php?...y-report-a-bug . They are really busy at the beginning of the week, more so than any other time, due to the backlog of reports from over the weekend. Be patient and they should get this fixed for you.
Hope that helps.
Ah ok. That is completely unobvious. I thought that was only for an error occurring when buying gems. Thanks
I have had 3 distinct experiences with customer support.
I have received the "Yes, we know about that and we're looking into it" regarding a Cerberus/Baal glitch where I'd get stuck on a rock for the final battle and for the disconnects when they push arena rewards during wb fights.
I had a rapid resolution to my report when I was charged gems for something and it never anywhere said I'd be charged gems.
My biggest concern, however, is that I have yet to hear about a report of harassment being taken seriously. I have gotten the form letter "we can't tell you anything we did to resolve it due to privacy concerns" which is fine. But it's patently obvious they've done nothing when the culprit continues to log in and be a creep. These reports are including screenshots and updates as often as the infractions occur but I do not think harassment reports are being taken seriously at all.
Actually, there is a fourth example. I misunderstood a game mechanic and reported a bug. I received a proper reply within a few days to explain the mechanic. So I consider that a positive resolution.
I just want to be able to get back on my game instead of worrying bout getting kicked outta my guild but overall a+ on the way there handling problems and fixing them