Customer Service

[kaisim_2492829]

This thread is about Customer Support, not how good the moderators or the forum is. It was never designed to be where Customer Support issues are dealt with.

As for moderators having opinions we're entitled to them as much as anyone else. Whether you or anyone else agrees with it is down to you. I might not always agree with other members have got to say but I always respect their opinion regardless of the unpleasant comments I may get for disagreeing with them. With your comment 'being too involved and opinionated' aimed at us I have to say I find it slightly patronizing, I'm damned if I do participate and damned if I don't. If you'd ever been a mod you would understand.

This job doesn't come with a rulebook and we learn as we go along, we're not perfect.

so you would disagree that you are providing the customer service part for the forum?
lets have a look at the role of a moderator:
a moderator is a person given special authority to enforce the rules on a forum. they are granted access to the posts and threads of all members for the purpose of moderating discussion (similar to arbitration) and also keeping the forum clean (neutralizing spam and spambots etc.). Moderators also answer users' concerns about the forum, general questions, as well as respond to specific complaints.

that sounds a lot like customer service to me, wouldnt you agree?
however the main difference is that a real customer service (rep, agt, mod, etc) gets paid and you do it on a voluntary basis. as such i respect you and your opinion, however you should not your role to judge other peoples opinions, delete posts you dislike without comments and leave your sole opinion up standing. yes, you figured it out right of the bat that i wasn't talking about andy and was indirectly refering to you but did want to mention your name specifically to keep it an open opinion without criticizing anyone in particular. unfortunately you pulled it right back to you as usual.
let me put it this way: i am not trying to judge you in particular. all i was doing is making my opinion clear. in my mind customer service is not only the part that handles the billing. in my mind it got a lot more to it. its about billing, satisfaction, forum maintenance, recovery, theft and many more. as a fact, everytime you interact with the client (or customer, us) you are performing a service to that cutomer (in short: customer service)



edit:
ps: its named "customer service" and not customer support. you provide a service to the customer with or without being part of the official customer support team

[Nooberix]

In my opinion customer service is actually not extremely bad. Not good either, but they have solved most of my issues within the game rather quickly.
I dislike the automated responses from Stanley though, since it doesn't react well to griefance issues that go beyond game mechanics.
I prefer a more personal approach and would like the option to do a live chat.
I very much dislike the way they don't seem to care much about paying customers.
I would rate it a 2 out of 5.

I would like to see Ucool communicate more and be more specific to manage the customers expectations.
This would help with the negativity that has been expressed lately.

I would also applaud a more professional attitude from Dawnseeker.
I feel he is mocking people lately. I find him patronizing and his information lacks real substance.
This only seems to aggrivate matters since there is a basic need for people to feel heard and acknowledged by the game developpers and not without reason.

I enjoy this game and just would like to see Ucool take care of its customers, paying or non-paying by taking them seriously.

Sidenote; Enjoy your new role Andy.
Sidenote 2; I think if there were more active moderaters, Certain mods would have it a bit easier and perhaps be less irritated by what is going on on the forums.
Sidenote 3; I understand that the forum was not designed to be a customer service place. Perhaps if they make that average a 4, people wouldn't use the forum as such.

Well said Wildflower could not have put it any better including the side notes

[kaisim_2492829]

In my opinion customer service is actually not extremely bad. Not good either, but they have solved most of my issues within the game rather quickly.
I dislike the automated responses from Stanley though, since it doesn't react well to griefance issues that go beyond game mechanics.
I prefer a more personal approach and would like the option to do a live chat.
I very much dislike the way they don't seem to care much about paying customers.
I would rate it a 2 out of 5.

I would like to see Ucool communicate more and be more specific to manage the customers expectations.
This would help with the negativity that has been expressed lately.

I would also applaud a more professional attitude from Dawnseeker.
I feel he is mocking people lately. I find him patronizing and his information lacks real substance.
This only seems to aggrivate matters since there is a basic need for people to feel heard and acknowledged by the game developpers and not without reason.

I enjoy this game and just would like to see Ucool take care of its customers, paying or non-paying by taking them seriously.

Sidenote; Enjoy your new role Andy.
Sidenote 2; I think if there were more active moderaters, Certain mods would have it a bit easier and perhaps be less irritated by what is going on on the forums.
Sidenote 3; I understand that the forum was not designed to be a customer service place. Perhaps if they make that average a 4, people wouldn't use the forum as such.

wildflower, i enjoyed many of your posts in the past and i almost said "well said" and closed it when i read it again and noticed that you said "In my opinion customer service is actually not extremely bad" and then gave it a 2 out 5. i think a 20% result or less is as bad as it gets and you havnt said a single positive thing except that you enjoy the game.

[Morgan le Fay]

If support does't handle our issues and we get no resolve here, where do you expect us to go other than here? Your right this is about Support. They are awful!

Then complain to Customer Support. C'mon you guys know this forum isn't able to fix in game issues.

so you would disagree that you are providing the customer service part for the forum?
lets have a look at the role of a moderator:
a moderator is a person given special authority to enforce the rules on a forum. they are granted access to the posts and threads of all members for the purpose of moderating discussion (similar to arbitration) and also keeping the forum clean (neutralizing spam and spambots etc.). Moderators also answer users' concerns about the forum, general questions, as well as respond to specific complaints.

that sounds a lot like customer service to me, wouldnt you agree?
however the main difference is that a real customer service (rep, agt, mod, etc) gets paid and you do it on a voluntary basis. as such i respect you and your opinion, however you should not your role to judge other peoples opinions, delete posts you dislike without comments and leave your sole opinion up standing. yes, you figured it out right of the bat that i wasn't talking about andy and was indirectly refering to you but did want to mention your name specifically to keep it an open opinion without criticizing anyone in particular. unfortunately you pulled it right back to you as usual.
let me put it this way: i am not trying to judge you in particular. all i was doing is making my opinion clear. in my mind customer service is not only the part that handles the billing. in my mind it got a lot more to it. its about billing, satisfaction, forum maintenance, recovery, theft and many more. as a fact, everytime you interact with the client (or customer, us) you are performing a service to that cutomer (in short: customer service)



edit:
ps: its named "customer service" and not customer support. you provide a service to the customer with or without being part of the official customer support team

When I am able to fix in game issues and have a direct line to the devs, you'll be the first to know. I would however open a book on the first officially recorded alien landing because that has more chance of happening.

I'm a player like you...ie a serf.

[DrthCaedus]

so you would disagree that you are providing the customer service part for the forum?
lets have a look at the role of a moderator:
a moderator is a person given special authority to enforce the rules on a forum. they are granted access to the posts and threads of all members for the purpose of moderating discussion (similar to arbitration) and also keeping the forum clean (neutralizing spam and spambots etc.). Moderators also answer users' concerns about the forum, general questions, as well as respond to specific complaints.

that sounds a lot like customer service to me, wouldnt you agree?
however the main difference is that a real customer service (rep, agt, mod, etc) gets paid and you do it on a voluntary basis. as such i respect you and your opinion, however you should not your role to judge other peoples opinions, delete posts you dislike without comments and leave your sole opinion up standing. yes, you figured it out right of the bat that i wasn't talking about andy and was indirectly refering to you but did want to mention your name specifically to keep it an open opinion without criticizing anyone in particular. unfortunately you pulled it right back to you as usual.
let me put it this way: i am not trying to judge you in particular. all i was doing is making my opinion clear. in my mind customer service is not only the part that handles the billing. in my mind it got a lot more to it. its about billing, satisfaction, forum maintenance, recovery, theft and many more. as a fact, everytime you interact with the client (or customer, us) you are performing a service to that cutomer (in short: customer service)



edit:
ps: its named "customer service" and not customer support. you provide a service to the customer with or without being part of the official customer support team

You make a fair point here, but I feel it is off base. Moderators don't perform any sort of Customer Service/Support in relation to Tynon. Yes they are a CS type position, but as they are not affiliated with Tynon, have no input to Tynon, and (as far as I know) no real way of communicating with Tynon their CS isn't being discussed here. You can make your own thread about that if you want :P What's more relevant here is discussing official Tynon reps and communication.

[Morgan le Fay]

You make a fair point here, but I feel it is off base. Moderators don't perform any sort of Customer Service/Support in relation to Tynon. Yes they are a CS type position, but as they are not affiliated with Tynon, have no input to Tynon, and (as far as I know) no real way of communicating with Tynon their CS isn't being discussed here. You can make your own thread about that if you want :P What's more relevant here is discussing official Tynon reps and communication.

To help clarify this further. Our job is limited to the forum, to enforce the forum rules and help users navigate around. That's it really, no hidden direct lines to the devs or favors.

[Andy]

so you would disagree that you are providing the customer service part for the forum?
lets have a look at the role of a moderator:
a moderator is a person given special authority to enforce the rules on a forum. they are granted access to the posts and threads of all members for the purpose of moderating discussion (similar to arbitration) and also keeping the forum clean (neutralizing spam and spambots etc.). Moderators also answer users' concerns about the forum, general questions, as well as respond to specific complaints.



that sounds a lot like customer service to me, wouldnt you agree?
however the main difference is that a real customer service (rep, agt, mod, etc) gets paid and you do it on a voluntary basis. as such i respect you and your opinion, however you should not your role to judge other peoples opinions, delete posts you dislike without comments and leave your sole opinion up standing. yes, you figured it out right of the bat that i wasn't talking about andy and was indirectly refering to you but did want to mention your name specifically to keep it an open opinion without criticizing anyone in particular. unfortunately you pulled it right back to you as usual.
let me put it this way: i am not trying to judge you in particular. all i was doing is making my opinion clear. in my mind customer service is not only the part that handles the billing. in my mind it got a lot more to it. its about billing, satisfaction, forum maintenance, recovery, theft and many more. as a fact, everytime you interact with the client (or customer, us) you are performing a service to that cutomer (in short: customer service)



edit:
ps: its named "customer service" and not customer support. you provide a service to the customer with or without being part of the official customer support team

It is really very simple. What you are calling Customer Service is the Support that you get (and the level of support that you get is what this tread is all about) when you open ticket using the support tab on the game chat or get to that web page in some other way. They support the game and deal with game issues. The moderators support the forum, not the game. the statement "Moderators also answer users' concerns about the forum, general questions, as well as respond to specific complaints." is not very crisp and can be interpreted a couple of ways. A better way to put it is "Moderators also answer general questions, as well as respond to users' concerns and specific complaints about the forum".

If you look carefully you will see that above Dawnseeker's avatar it says "Tynon Team". Above mine and the other moderators it say "Forum Moderator". We moderate the forum and do not provide any game related support as it pertains to problems, bugs, or schedules of fixes or enhancements. We do not have any special access to the development team or uCool management other than trough Dawnseeker.

We are also players with some level of experience in the game and as such we do participate in the discussions in the forum like other players do and give advice based on out experience with the game.

[Jupitor]

I would just like to say I think I deserve more than 2 stars and my feelings are hurt.

Sad sad planet

[VillainX]

As far as customer support goes, I've only had one of my issues fixed, and it took almost a month for that to happen, so I have to give Customer Service a 1 on a scale of 1 to 5.

As far as forums go... I have had mixed experiences here, but overall I am happy with the community and the CURRENT mods. (Emphasis on current. Morgan and I don't always see eye to eye but I do believe she does her job to the best of her ability and puts up with ALOT out of some of us, myself included. Jupitor and myself have never had any run ins, and Andy... Congrats on making mod! I hope to see you do well here for the community).

I would love to see a step up in the customer service division of uCool. There are alot of unsatisfied customers and I think that number would go down by a large amount if customer service did a better job handling complaints and customer issues (bugs or otherwise). I can't see the future, but the Force is strong within me () and I know that alot of the issues that are rampant on the forums could be avoided if Customer Service would take it up a notch. Just my 2 cents.

[mattp169]

I just want to say,
I positively love the mods and they know it

Now everyone back off the mods, I am the only one allowed to give them a hard time.
Why? Cuz I said so.