Customer Service

[hieuphan1968_5872126]

Hmmm...
Combine the problems I have reported and their continued existence with a complete lack of communication on the part of the devs regarding upcoming major changes to the gameplay, the hero's inn and rune temple debacle rank highest, I rate customer service at a zero.

I still have to deal, on a nearly daily basis, with jewel chip volume discrepancies. Just today the vault, carried inventory, merge and embed all agreed that I had 8 level 1 obsidian chips. I embedded 2 and checked the merge total and it then showed 3. That's right, I embedded 2 and lost 5 from the total. I removed the 2 that were embedded and the new total was NOT 5 as would be expected, but was instead 4. I then went through the process of checking the totals on all the various windows and they did agree that I had 4 chips. Customer service wants pictures. I can't know when to take pictures because I can't know when the error will occur. Admittedly there are days it all goes well. They are few and far between. I know I'm not the only player experiencing this because other players in different threads have admitted that they too have experienced this error in chip accounting. The problem exists and is easily duplicated. Yet Billing Support wants pictures.

Out of synch error? Several times a day.
Destruction rune level discrepancy? (take one to level 8 and compare it to any other blue rune of the same level.)
The time it takes to get a response from customer support? "We are aware of the problem"? (Remember stars failing at 100%? I do.)
The game screen is so cluttered with icons that simply navigating the environment is becoming far more difficult?

Do any of those sound familiar?
That's just my short list.

The lack of any substantive communication ranks highest on my negative rating. And yet I still play the game. I have taken days off due to the frustration level.
I vowed to not spend any more cash on the game and each time I weakened we had extended outages to prevent my purchase. Divine intervention?

I have seen a lot of games fail for various reasons.
Will Tynon fall by the wayside?
That answer has yet to be determined. Customer Support, or the lack thereof, will be a large part of the answer

Gorgon

hmm for my own exp if i have to ,ill give tynon a big ZERO for scale 1 to 10...hope that not too hard for them

[anthonyg1984_6438376]

Originally Posted by jweb_4_8938282
I have seen a lot of games fail for various reasons.
Will Tynon fall by the wayside?
That answer has yet to be determined. Customer Support, or the lack thereof, will be a large part of the answer

Gorgon
I agree completely i have remained a vip 3 because of my 3 issues never being solved. The poorest Support I have ever seen. It is also a computer! Really tynon??? You not making enough money here? Gee I wonder why!

[Loser_1977544]

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

.........like parenting..........

[Dawnseeker]

I have to say this I have known Dawnseeker for 6 years all the way back to na13 on evony and yes he was gone for a while. Actually I don't think it's the real Dawn. I have been watching and he has never talked to anyone like he has since his time off. I would even bet money on it!

Take off the tinfoil hat. I'm the same guy.

[Morgan le Fay]

Take off the tinfoil hat. I'm the same guy.

I need a new tinfoil hat....

[Dawnseeker]

If you are having an issue which you feel CS has responded to but not resolved, please send me a PM with your ticket # and I will follow up. If there's no ticket # included, I can't do anything to help.

[Riot]

If you are having an issue which you feel CS has responded to but not resolved, please send me a PM with your ticket # and I will follow up. If there's no ticket # included, I can't do anything to help.

Dawn,
Did you get my last PM?
Thank you

[Wildflower]

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.

Thank you .
I give it a 2 because they did fix my issues that involved gem loses.
Also they gave me back gems for removing jewels the day before it became free.
They have solved every saint that wasn't right within a week.
They fixed a lost item.
They returned gems from a conjure mistake early in the game and reversed it.
They fixed bugs I reported.
So I cannot give them a 1 since the real issues within the game are fixed for me within reasonable time.

However,
They did nothing when I reported a player with multiple screenshots.
They did nothing about gems bought the days before the packages came.
They did not reply with any real responses to grievances to do with investments.
They do not give any information about when new stuff will be released.
They keep giving generic answers and in no way show any respect or interest in the patronage people show them.
They cannot be reached by any other way then sending in a ticket.

So that doesn't make them extremely bad, just bad in my opinion since it is about service and not just support.
The solving of in-game issues has been rather quick for me, but not enough to give them more then 40% - 50%.
I didn't give 50% because I didn't think to use a half. I work with grades from 1-10 normally .
1 = 20%, 2=40%, 3=60%, 4=80%, 5 =100%.

[Riot]

I would give them a 3. They did fix most all of my issues or working to get them resolved. The fact they do not have phone support, and that it takes multiple days to get response in some occasion is an issue. Especially when things happen that is preventing you from doing anything that day. You are kind of stuck trying to solve your own problem for a few days until they get to you. I wish they had live GM support. But I know this is expensive to do.

I have had things restored, gems returned, and issues fixed or being fixed as we speak.

But this game has so much potential only if it had a few more in game support folks. I would pay subscription to support more GM's.

[kaisim_2492829]

[...]

my guess is that chatbot stanley is programmed to not escalate issues that seem to involve players disputes, computer settings, etc and maybe there is a real customer service other than a couple guys on minimum wage that just never get those complaints because stanley filters them out and gives you the generic answers he has been fed. next time you wanna have some fun put some personal issues in there follow by a real problem you are having and add a few random things. sometimes funny to read the totally unrelated chatbot answers.
but again, a real customer service is designed to help you. if they cut corners with automation then "you get what you paid for". kinda sad if you think about it. i don't think they are millions on us, but i am sure it pays the bills and then some.