Tree of Savior Forum

Support Ticket system is efficient NOW but

General Discussion
#1

Yes, i just send a ticket today and it got replied in about an hour. I am really IMPRESSED. Before, my ticket can be left unanswered for weeks and for some question that they are unable to answer will feel like got throw into corner. NOW, they will send back reply like below, at least i won’t get angry for being ignored.

No more robot reply =D.png895×304 41.6 KB

Now we have come to the serious part

Trolls, Be Gone or i will exterminate you

Here are the issues IMC should know :

I don’t know his contact
The problem of vague reply by support team often get misunderstood. Here is an example:

You can be damn sure i won’t hesitate. But how am i going to contact you again? Send a support ticket based on a support ticket? Is this inception?

Now i am using copy + paste method but it is still impractical and can be very tedious. Yes…IMC repeated said please fill the support ticket as detailed as possible but the problem is i am refilled the exact same thing…

Did anyone know any other method of contact? Or is this IMC fault? Moderators don’t even reply bug report…

I will prove it
The problem of tedious requirement to fill up a super long form when a simple video can prove it. Why the HELL you don’t support insert video in ticket system? And did you read the youtube link i state? There is no way to prove since support team never mention it. Maybe a few sec video will change their mind…

Who am i talking to?
The problem of support ticket is the only communication between players and IMC. Here is an evidence :

I realise that the response email is always from tossupport@imc.co.kr. This proves that the main support team is located at south korea. Any server in each server may only consist of technical teams who’s job is only follow orders from head quarter and do maintenance stuff.

This also prove a problem. The support team may mainly consist of korean staff. Everyone know most korean suck at english. This may poses a communication barrier with international player base.

Do i have to learn korean words now???

TL:DR

There is no tldr here. It is either you care or don’t.

1 Like
Support Ticket Improvement bringing forward to IMC's attention
#2

I honestly didn’t know that it wasn’t obvious this company is a Korean based one which had PLAYERS translate the game for them. They didn’t open any offices or anything over seas for this game just to provide support or anything. Seems you have found this out the hard way and the reason why you’re getting responses so fast is the same reason there’s prolly less server lag because player population has dropped.

I’m sure if you did learn Korean and respond you would get a better answer. I’ve thought about it a while ago personally just for this reason and to not even play imported games like this any more.

#3

Yes, they respond to tickets faster now, my theory is because they use a bot to send a generic answer. Every single time I’ve sent in a ticket I’ve always gotten a generic response back. Never a personalized response to my issue, even when an issue NEEDED a personalized response. I believe they have a bot that searches for certain words and sends a generic reply back. Either that, or they have someone review it and send a generic reply. This is, as you have figured out, is that the customer support is based out of South Korea and they likely have few fluent English speakers and seemingly none who cover customer support.

They review the ticket, take a stab at the issue, and send you a boilerplate placation that the issue will be passed along or that they can’t do anything.

1 Like
Support Ticket Improvement bringing forward to IMC's attention
#4

I really did knew tos is a korean game. What really attract me at first is rumors said tos is the least grindy korean game. This is very appealing to me as korean games usually have very nice graphics.

I think indifferently. A company usually prepare a lot of planning before penetrating into international market. But IMC start to make me doubt when they say there will be separate server which shock me. This is just a many server mmo in disguise with international tag.

#5

It just sounds so bad when you said it that way. I had a bit of experience of servicing client. As a staff, any words you type will be word by word scanned for errors by clients. Just one small mistake reported by client and your head will be chopped off. Company will have a like a standard response on how to cope with clients and also prove company did not ignored them. It is not everyday you see a staff can give a chessy sarcasm reply like staff john did.

#6

Hey,

the response times surely have gotten better with the support. Sadly those responses are all macros and not the least bit helpful.

I am still having issues with pvp rewards, well the news just says “post a ticket”. Guess what i did - 3 times.

always got hit by their macro within an hour. did something change after that? no.

It is the quality of that kind of “support” which should be drastically improved, not the reaction times.

if i got a solution after 3 hours i would be way more satisfied with it instead of insta-macros.

hell, if our company would give support like that, our customers would’ve left us long ago.

#7

Hei! At least you get a response,ok?!! Have you ever tried being peltless and drive pass lvl200? My class imbalance report was ignored for months before.

Did you really get the SAME EXACT response? Sometimes, you need to fill the form fully and accurate. Time stamp and videos will help alot in their investigation.

#8

Hey,

yes, i did indeed get the exact same answer to known issues (with news telling to write a ticket about it) and i even pointed them at that news. i still prefer “no answer” to “useless” or repeated ones.

telling people all the same things all over again is not only “not answering”, heck it is almost “mocking” them.

#9

Support ticket policy.png839×66 36.1 KB

Did you get the message highlighted?
If already did, post here your support ticket response. Three of them if possible

#10

They don’t even care to leave staff ID or Rep. name now…
One question：Who invented auto reply email system？

#11

well,

in the first ticket they said “we will forward it to the devs”,

2nd ticket was indeed the highlighted mesage

3rd ticket is still unanswered.

blob.jpg870×303 107 KB

if there was any more information to provide them with, i would have done that.

there is nothing which i hate more than unqualified tickets, i know how working with that feels.

a providing company lives and dies with its quality of service. they should take care of that if they want to survive.

#12

You can skip to the part “My point is”.
I can’t highlight a post from another topic.

@Noir_Ben I can’t say anything other than they are still working on it.

#13

I too got generic replies on the tickets I sent. Bought TP but couldn’t redeem it since last week. Missed out on the last minute buying of the dungeon reset vouchers…

Hoping that they will just let me redeem my bought TPs so I can get the pet tomorrow.

#14

Good luck! on recovering your TP

PS: I wonder penguin or battlebird faster…

#15

Thanks, keeping fingers crossed.

They are probably the same speed. Heard that battlebird gives hp/mp recovery? If that is so my cleric will love to have it haha.