Game support

[john.lamanna829_6598749]

If everyone who plays tynon.com files a support ticket, that is 12.900 tickets per week - a full time customer service rep is only able to address about 100 - 200 issues per shift, a senior customer service rep is only able to address about 30 problems per shift, while sorting through about 1,000 tickets per day. This means that unless ucool.com has 20 full time customer service reps working around the clock, not everyone's issues will be addressed in a timely and entertaining way.

I have invested thousands of hours gathering materials to help develop many educational and entertainment resources. I like cheering up the folks in customer support.

[MisChief]

UCool's support staff for this game is Stanley. He is an automated system. I think Stanley drinks, and takes long breaks and leaves early. So the amt of response you can get is limited, at best.

[kaisim_2492829]

If everyone who plays tynon.com files a support ticket, that is 12.900 tickets per week - a full time customer service rep is only able to address about 100 - 200 issues per shift, a senior customer service rep is only able to address about 30 problems per shift, while sorting through about 1,000 tickets per day. This means that unless ucool.com has 20 full time customer service reps working around the clock, not everyone's issues will be addressed in a timely and entertaining way.

I have invested thousands of hours gathering materials to help develop many educational and entertainment resources. I like cheering up the folks in customer support.

are you sure you are playing the same game as we are? lol its been like a years since i have seen more than 20 online at the same time and almost 2 years since 100 actives been spotted on the same server...

[MisChief]

are you sure you are playing the same game as we are? lol its been like a years since i have seen more than 20 online at the same time and almost 2 years since 100 actives been spotted on the same server...

We have way more than 100 active players on our server. We may be nuts, but afraid it's true. What game and server do you play kaisim?
Most have given up on customer service, and i doubt seriously that many bother to send in tickets, or know what to expect if they do.

[service_8572198]

Stanley is not alone at customer support, I had a reply the other day from Leon.

[kaisim_2492829]

We have way more than 100 active players on our server. We may be nuts, but afraid it's true. What game and server do you play kaisim?
Most have given up on customer service, and i doubt seriously that many bother to send in tickets, or know what to expect if they do.

92 as stated plenty of times, its even in my profile and i never made a secret out of it about where i play or who i am in game. we have roughly 30 actives on our server left (active = log in daily) and a few occasional players. i heard on some servers its worse with 10-20 actives. of course the first 10 where you are part of are not effected as much, but you have to admit that even you guys lost a lot of players...


EDIT: i do not count alts in there, so a server with 2 players and their 50 alts is still only 2 players

[MisChief]

92 as stated plenty of times, its even in my profile and i never made a secret out of it about where i play or who i am in game. we have roughly 30 actives on our server left (active = log in daily) and a few occasional players. i heard on some servers its worse with 10-20 actives. of course the first 10 where you are part of are not effected as much, but you have to admit that even you guys lost a lot of players...


EDIT: i do not count alts in there, so a server with 2 players and their 50 alts is still only 2 players

Yeah, same here - alts don't count. But you're right, the first 10 servers seem to have more actives left, i guess just more time invested, and whatever else keeps us occupied.
Still, 50 - 100 players on a 5 realm server isn't much. It must be really bad where you are, even less.

Glad to hear Stanley has a buddy. LOL

[kaisim_2492829]

Yeah, same here - alts don't count. But you're right, the first 10 servers seem to have more actives left, i guess just more time invested, and whatever else keeps us occupied.
Still, 50 - 100 players on a 5 realm server isn't much. It must be really bad where you are, even less.

Glad to hear Stanley has a buddy. LOL

the servers after 11 have only 3 realms, so it spreads out differently. then again, if you have 50 players on a 5 realm server or 30 players on a 3 realm server its still the same density per realm. so its not that much different from the overall, but i heard about other servers where there is literally 2-3 players and their 20 alts battling it out =/
for that very same reason i suggested a (even before the first server mergers) to merge all servers into 11-20'ish and do 1 server per realm

[riverkid.butler_849480]

This game has been dead for a long time now the servers have been down all day today 5/24/15 ....... I don't think they give a poop if there game don't work right or not

[kaisim_2492829]

lets just get back on topic here and try to keep the peace with the last few players remaining that do still play the game.
that being said, the only ones you can really blame empty servers for is bad customer service (and i am NOT pointing at stanley) and even worst game developers. if the game stands still for too long and players have achieved the tasks given then there is nothing left except watching clowns and morons getting naked in CW finals to exploit the ticket system.
now, if i was asked to give constructive criticism then i would suggest to fix the bugs first, root out the exploits, restrict accounts to a max of 3 accounts per household, start email verification, etc ... and basically crack the whip and swing the iron fist. then hire developers and customer service who will take this to the next level, add media platforms from where you can access the game, etc...
basically to give it a total make over so it doesnt look anymore like a game run by some asian kid from the basement.

then when all those issues will get fixed and only then will old players return and new players flock to us. take heroes charge as a lesson to stick with what you do best and finally recognize this game for what it really is: a fun game with great potential to be more