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Thread: What is your experience with the Tynon Support Team - Please give facts not rants :)

  1. #11
    Quote Originally Posted by MistressBatty View Post
    "Stanley" is the name used on all auto-replies it seems, and may be more than 1 person.
    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

  2. #12
    Lightbringer Greenly's Avatar
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    Tynon Support has done their job when I needed them. I can't complain about them at all.

  3. #13
    Ironheart
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    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.).

  4. #14
    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.

  5. #15
    Lightbringer
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    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
    What I Speak is the Truth...
    What YOU delete must hurt you

  6. #16
    Ironheart
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    Quote Originally Posted by Deucalion View Post
    ...
    We all disagree sometimes
    ...
    As a matter if correctness I must disagree. WE ALL. Ergo, I being not we and not ALL and not You is doomed to ALWAYS disagree...

    Agree?

  7. #17
    TRUE the point in this discussion should not overshadow good work!

    Quote Originally Posted by Greenly View Post
    Tynon Support has done their job when I needed them. I can't complain about them at all.

  8. #18
    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!
    Last edited by tynon_8987784; 09-12-2013 at 09:42 PM.

  9. #19
    Lightbringer
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    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.

  10. #20
    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.

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