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Thread: How do you talk to someone at ucool?

  1. #1
    Justice Riot's Avatar
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    How do you talk to someone at ucool?

    Is there a support number or some way to get a hold of them?

    I find it very hard to deal with their support ticketing system. They do not respond to you for week+ at times, and some issues cannot wait that long.

    Can someone please advise on how one may talk to them?

  2. #2
    Make a ticket via the support page. They usually reply in due time.

    You can also PM Dawnseeker.

  3. #3
    Forum Moderator Andy's Avatar
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    There is no way to 'talk' with them. I also find the ticket system frustrating. Dawnbringer has been a lot more responsive lately on the forums, but that does not help you with a specific ticket. As it was suggested, you can try PM him (or her, not sure) but he (generic he) is very busy with not only this forum, but with the forums for the other uCool games, so do not be surprised if you do not get an answer.
    The opinions expressed on this post are my own as a player, not as a Moderator.

  4. #4
    We know the support system is not as fast as talking to someone on the phone, but we are a small company and cant afford a phone support team. If you make a ticket and state the problem clearly, you will get a response and your issue will be resolved.
    Nathan Seltzer
    uCool Community Manager

  5. #5
    Lightbringer
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    Quote Originally Posted by Dawnseeker View Post
    We know the support system is not as fast as talking to someone on the phone, but we are a small company and cant afford a phone support team. If you make a ticket and state the problem clearly, you will get a response and your issue will be resolved.
    Here is a question for you Dawn. Ucool has been around since at-least 2008 (Evony went live in may 09 I believe). It has made incredible amounts of money through those years, and players have been asking for real life phone support since the beginning. With all of the money I know you've made why haven't you made it a priority to even get 1 or 2 dedicated phone staff that get serious questions or billing issues forwarded to them. Amazon has a system where you input your own phone number and the staff calls you. Doing a system like this would require minimum resources and achieve a CS system that overall is more effective. why can't you do this?

  6. #6
    Quote Originally Posted by skinz1111_6095251 View Post
    Is there a support number or some way to get a hold of them?

    I find it very hard to deal with their support ticketing system. They do not respond to you for week+ at times, and some issues cannot wait that long.

    Can someone please advise on how one may talk to them?
    Lol. you should know by now that all they want is your money...they don't want to talk to you... put in a ticket and maybe you will get an answer but most likely not the one that you want.

  7. #7
    Quote Originally Posted by Andy View Post
    There is no way to 'talk' with them. I also find the ticket system frustrating. Dawnbringer has been a lot more responsive lately on the forums, but that does not help you with a specific ticket. As it was suggested, you can try PM him (or her, not sure) but he (generic he) is very busy with not only this forum, but with the forums for the other uCool games, so do not be surprised if you do not get an answer.
    There are other Ucool games? Wow didn't know thought they have only Evony and tynon.

  8. #8
    Lightbringer
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    Quote Originally Posted by sookkean_8343097 View Post
    There are other Ucool games? Wow didn't know thought they have only Evony and tynon.
    Evony Age I and Age II, Tynon, Commanders of Evony, Any other games they might be developing.

  9. #9
    Justice Riot's Avatar
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    Quote Originally Posted by Dawnseeker View Post
    We know the support system is not as fast as talking to someone on the phone, but we are a small company and cant afford a phone support team. If you make a ticket and state the problem clearly, you will get a response and your issue will be resolved.
    Thank you Dawn. You have been most helpful.

    It looks like they did try to fix the white saint on my Main (Seraph 5) and it did not correct it. Now it is 50 HP white vs. 42 hp White. The original roll was 58xx hp yellow. I am now positive there is a bug in Seraph 5 saint as it has happened to me 2 times. in a row.

    I would still like some way to talk to someone at UCOOL as a VIP customer.

    If you can find a way to help me get in touch with them, I would really appreciate it. There are other issues besides this saint, I need to resolve. I have tickets in for all of them.

    Thank you

  10. #10
    Quote Originally Posted by DrthCaedus View Post
    Here is a question for you Dawn. Ucool has been around since at-least 2008 (Evony went live in may 09 I believe). It has made incredible amounts of money through those years, and players have been asking for real life phone support since the beginning. With all of the money I know you've made why haven't you made it a priority to even get 1 or 2 dedicated phone staff that get serious questions or billing issues forwarded to them. Amazon has a system where you input your own phone number and the staff calls you. Doing a system like this would require minimum resources and achieve a CS system that overall is more effective. why can't you do this?
    Most game companies do not provide phone support, even companies that are much larger than us. This is because web support is far more efficient. We have not made "incredible" amounts of money. We have managed to stay in business and keep producing new games, with very thin profit margins. This is the most that any company can hope for. We will never have phone support.
    Nathan Seltzer
    uCool Community Manager

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