Quote Originally Posted by neil.piper_6345909 View Post
Happened 2 months ago yesterday.....endless support tickets are just merged into previous ones and then closed. There appears to be no support at all now, just an automated service running but not actually able to fix anything. Whilst Dave Mata was still about there was some hope, but even he has disappeared now.
If this does get fixed i'll post to let people know, but dont hold your breath.
Such a shame, i really dont get it. Recently, i have been reading quotes from Benjimen Gifford talking about the way Ucool strive for customer satisfaction, and how they value their player community. That is as far from the reality i see, that you can possibly get. Heroes Charge forums seem to be echoing the disillusionment seen here, and i really wonder how long ucool can carry on with this type of service to community based games like this.
i think you may have misinterpreted the quotes about benjamin gifford. while you are correct that he says that ucool "strives for customer satisfaction (and yes he gets paid to say that), what i think he meant is about the game play and several new games "in development". as for customer service related he keeps on pointing out that its a small team of a dozen or so.
lets face it, when most of us picture ucool they would guess a large floor with cubicles and hundreds of people working there. needless to point out that a dozen make it look like there is hundreds involved...
at this point i would also like to point out that ucools strategy is to throw a game out, make as much money as they can and then move on after a short period of time... so there is no need for a customer service that keeps customers satisfied because its not a goal to keep the game maintained over several years like lineage 1+2, WoW, diablo, LOD, FF, C&C, etc... those games need a customer service because some of them are going already 10-15 years online and will continue to be played. tynon or ucool in general is not setting a goal on that.
their goal here seems to be: go in - make money - move on