To be honest, sometimes… I wonder if there’s truly a ticket staff or not~
While I know answering tickets is an awful job since they are spammed by tons of tickets (most of them being totally useless, some other are people who can’t use Google and ask things like “Hey, what are attributes ? How do I get it ?”), I don’t like the lack of real answers and communication.
It’s too bad I can’t open my old ticket from early October, but I remember back then there was the CommanderLoadFail issue. And my main character had it (we couldn’t log on some maps anymore, the only temporary “fix” was to log on another channel but… at that time I was sadly on a one-channel map).
I sent my ticket and, knowing what they would ask, I decided to give them all the infos right away so we don’t waste time: team name, character name, I explained the issue, gave my starting city (they need that as they send your character back to it) and this kind of info.
And they replied asking me for these exact info… They did unblock my character, but it made me realize they might not even read what we say, or all of it.
There were also several tickets about a skill that was changed and I wanted to know if it was intended or bugged, after 6 months they still didn’t know and said it was “under investigation”. It is actually - right now - still under investigation of whether or not it’s a bug =/
The ticket staff obviously can’t check themselves if it’s a bug or not, but it makes me wonder if they can even contact the devs to ask them things.
Or maybe this ticket’s staff being about the international version isn’t a priority… Like, the devs obviously have several priorities, and there is a hierarchy in the company, and maybe this international ticket staff is at the very bottom and often ignored.
(I say that because of some previous experience with another MMO company, where the devs would sometimes truly just ignore the ticket staff)
To one of my other tickets they first replied super fast, but since then it’s been exactly one month, and nothing. I’ve asked info every weeks, but no reply at all.
I’ll wait for the whole DPK issue to calm down though before asking again.
But definitely not the most effective customers service. It makes me curious to know why and how it’s working though, rather than truly annoy me (probably because I haven’t had any real/big issue though).
