loss of 2nd sub

[MisChief]

They are not going to shut down the game, sell it or anything else. However, this issue remains a major problem, and is still bugged, still losing the 2nd sub on accts.
They know about it, they have fixed some yet not fixed the "whatever" that causes it, and i know of at least 3 big main accts that lost 2nd sub, receiving no help or replies to tickets.
Even mailing DaveMata in another forum/game has not helped. Whether or not people "own" their accts, they are due to use them to the point they had them, imho.

[neil.piper_6345909]

For the record, "Stanley" finally replied yesterday to say they would fix my account as soon as possible.

Has not happened yet, but seems there is hope after all.

[MisChief]

For the record, "Stanley" finally replied yesterday to say they would fix my account as soon as possible.

Has not happened yet, but seems there is hope after all.

With all due respect neil.piper, if it was the standard "we are aware of this bug" letter..... better keep mailing em.

[neil.piper_6345909]

With all due respect neil.piper, if it was the standard "we are aware of this bug" letter..... better keep mailing em.

Nope it was an actual reply:-

Stanley May 12 2015, 03:28 AM
Greetings,

We will fix your account as soon as we can. We apologize for any inconvenience.

Best Regards,

Tynon Support


5 days later, the support ticket is closed without any fix from Tynon.
I have raised a new one, pointing out the old ticket was closed without a fix, asking when exactly they intend to do what they said they would do.

[kaisim_2492829]

Nope it was an actual reply:-

Stanley May 12 2015, 03:28 AM
Greetings,

We will fix your account as soon as we can. We apologize for any inconvenience.

Best Regards,

Tynon Support


5 days later, the support ticket is closed without any fix from Tynon.
I have raised a new one, pointing out the old ticket was closed without a fix, asking when exactly they intend to do what they said they would do.

LOL!!!!! ok i have 2 thoughts on this:

1) they didnt mention in what year they will fix it
2) i told you so lol

[neil.piper_6345909]

You win Kaisim.

The new ticket has been merged with the old closed ticket without any answer.

[kaisim_2492829]

You win Kaisim.

The new ticket has been merged with the old closed ticket without any answer.

i wouldnt consider poor customer service as a win. however mischief is right by suggesting to stay at it. when forming your complaints you should rephrase it and one day you get lucky and the auto response will escalate. you should provide screen shots as proof like ezK in your party or an old battle where both subs popped etc...

[MisChief]

TYNON - WAKE UP!!! This is still occuring!!! Whatever resources you have should be working to restore the 2nd sub slots to those that have been months, in some cases, without it!!!
Out of all the bugs and glitches, this is the worst one!!! You build your acct, spend money (in most cases) and through no fault of your own suddenly thrust backwards with absolutely nothing you can do about it.
Moreover - it is still happening!!!! This could be any one of us .....

[neil.piper_6345909]

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.

[kaisim_2492829]

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