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Experience with game support

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Article Publish : 12/30/2024 19:41

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Edited by Chris Elme at 12/30/2024 19:45

Hello,

i just wonder how bad the support in this game is.

I'm still waiting till october to solve my issue with a missing reward from an Event. Thats around 3 month now. I write more than 1 ticket for that, even with priority function. But the only things i get from support is always the same phrases from time to time. I can play bingo with it, because they repeat already :D

So to my question:

What is your experience with the support, without being Premium-I spend 4000$ or more, so just a normal player or mid-spend player :)

Greetings

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marcoquirico

3 months ago

Vvh vhj

pat1960

3 months ago

slow_death

3 months ago

hobbes1

3 months ago

Dear Chris,

I am so sorry to hear you have had such a bad experience with support. Hopefully, we can get it back on track. If you send me your Ticket Number, Game Name or Game ID, Date of Ticket and screenshots of the ticket and their responses, I can file a delayed ticket report.

Give me as many details as possible, and I will work to get it resolved as quickly as possible.

Because of the number of responses/queries received, it does sometimes take a couple of weeks for a resolution. But, waiting 3 months is not something I like to see. Often creating multiple tickets on the same subject or not providing the needed backup information can delay your ticket even longer. But, hopefully, filing a delayed ticket report will move it along.

luuy

3 months ago

ferpinho

3 months ago

dragon96

3 months ago

Xndkfkfi

Chris Elme

3 months ago

@Hobbes1

I dont know if i can write you a pn so here it is:

The 2 closed ones just close because no one reply withing few days or something like that, ich dont think it will change this year :D But here they are, im tired of writing the same things again and again sry.

jemsam

2 months ago

I too have experienced appalling customer support, submitted the first ticket with a detailed description of my issue of items disappearing from my inventory. got a response asking for clarification, so explained again in more detail and got the response if issue still persists to submit another ticket.

so submitted a 2nd ticket, got exactly the same response to clarify, which I did again, and recieved exactly the same response again, if issue still persists submit another ticket.

seems to me that these are pre-edited responses to stop people from raising issues.

I have paid for these items so it is unacceptable, either they should be replaced or my money refunded otherwise it is nothing short of fraud.

Jemsam...id2738188785761482233

Chris Elme

2 months ago

Yeah i totaly understand your feelings. As said its only phrases of phrases, i can work at their cutomer service, cause i know now all their phrases :D Below are some examples.In 3 days I have my 4 month anniversary of my ticket...thats so so bad. There is no support in this game, no customer service, nothing until you spend 4000 dollars min. then you get a special VIP-Support which is helping you. But for normal players there is nothing, only phrases ;)
Like Hobbes1 in this forum, he said he helped me, but stil nothing happen. I gave him ticket number that should be enough. But nothing change. In 3 days i will decide to quit game. If there are no normal players left, the game will be dead, cause wales will get bored only fight other wales ;)So I just can give you the advice, you should also quit the game :)If you really want your money back, like me spending for an event, in which i dont get rewards, maybe send it to a good lawyer.Hope you and I will get our tickets solved, but that will never happen, because theres no real support here ;)Examples of Support Phrases Bingo :D

Chris Elme

2 months ago

#10

Bingo :D

Tripple :D

And my favorite :D Cause the ticket isnt even solved :D

@Hobbes1

Where can i bring my application for your support team? :P I dont need any trainings, i know all phrases I think ^^

hobbes1

2 months ago

#11

Hi Chris- Make sure my name is tagged so that I can definitely see your posts. For some reason, my name was not tagged correctly. Can you describe the issue you are reporting in detail? Let's start there. If you reply to this particular comment, it will automatically notify me.

Chris Elme

a month ago

#12

hobbes1

I cant send pictures in a reply or i dont know how...

Ok i dont think that will change anything or solve my problem, but ok heres the first describtion of my problem i found....

In october it was this treasure

but 20 of them for rank 82 not 5, its just a picture from alliance discord, because we also talk a lot there.

hobbes1

a month ago

Thank you for the information. It does help in the sense I can understand some of the nuances of the situation. I had a similar situation. I can tell you that normally the process is simple. You make open a ticket. Customer will ask any additional questions if needed. The case would be sent to the appropriate team for investigation. The assigned team investigates and there is a solution. I do not know why they are coming back with "Are you still having issues" type of responses. It seems like there may have been messages sent in-between.I would continue with one of your tickets and re-open it if needed by replying to ask for an update. If there is any other information you can send here, I can also send it along to underscore your claim. For instance, Do you happen to have a screenshot of the confirmation of the 82nd rank for the event? This is an event where ranking can change dramatically during the last 60-120 seconds. If you had the screenshot, I can also send it along to reinforce your case.

Chris Elme

a month ago

@hobbes1

Still blablabla, as im thinking, nothing change ^^
Ofc I know that and for that i stand till lasts seconds to get ranked, thats why i also spend BD to stay ranked in last seconds!!! And i get rank 82 in the end....but nothing happen after my ticket nothing just phrases. I open naother ticket after the first one was closed without solution, also nothing happend....so to be honest, i dont believe you ;) cause still nothing is moving

hobbes1

a month ago

@Chris Elme

Do not necessarily open additional tickets. I am not making any sense of what is going on, which is incredibly unusual. I have never had only the responses you have had. So, you have received no messages asking for any additional information? Nor have you have you any responses saying it will be forwarded to the appropriate team? So, you are submitting a ticket and within 3-4 days, you are getting a reply asking if the problem persists? Or am I missing messages in-between? Help me help you. Did you immediately respond to any of their responses? Did you submit any screenshots showing that you were 82nd in the rankings? Did you provide screenshots of any in-game messages you may have received regarding the ranking or rewards? If you did not submit any information, just let me know.

common.Show

Chris Elme

a month ago

#13

hobbes1

Happy 4!!!! months!!!!! anniversary!!! to my second ticket ;-)

What do you think i should waiting for you *helping with my problem*? I think i will wait another few days, than i will for sure quit game. Its just hard because my alliance, i like the members we fight a lot in game/events, not for nothing we are top german guild. But they still totaly understand, that makes it just harder to leave, but with that kind of game support. I dont want that it happens again spend money and lose a reward and get no help to get it back.

So hear you in a few days ;)

And btw another bingo :D

Do you need some ppl at support? Im sure i can do this very easy :D

Chris Elme

a month ago

#14

hobbes1

I now send you the whole second ticket conversation....i dont send the german postings, ifirst send german and english. So its the same message just translated

3 weeks later without any response...

I ask 1 more time than this

then i get a bit pissed of...

Thats it...

hobbes1

a month ago

Now I am getting a full sense of your frustration. Let me reread everything and then I will compile the information to submit a report. There was something that was not fully understood on their end. I do apologize for the inconvenience and delay this has all caused.

Chris Elme

a month ago

@hobbes1

Hehe as expected nothing change and again only phrases of phrases, you changed nothing to solve my issue :D but thx you give the impression ;)

Chris Elme

a month ago

@hobbes1

I will quit after KvK

common.Show

Chris Elme

14 days ago

#15

hobbes1

Its also a month now that you 'help' So nothing changed, as expected :D

Happy 5th Month Anniversary to my unsolved ticket :D:D:D:D:D

hobbes1

14 days ago

Just respond to the original ticket and ask for an update. I will see if there is anything we can do on our end.

Chris Elme

13 days ago

@hobbes1

Dont think so because IT IS the original ticket :D:D:D:D:D:D:D:

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