The ticket system

[One man army]

The damn system still sucks. I havent had to send a ticket in months(due to my absence in game) but i see that nothing has changed the response times are ridiculous. Im still waiting for a response to ticket #2434289 i just want my account that has been lost back. Also i do believe that the community has told the community managers to get these ticket response times to near minimum. Whats the point of support when it's practically nonexistent?

[legalious]

If you feel like your ticket is being overlooked, I would suggest sending a PM to Clementine, Relic or Bolt. Include your ticket number in the PM.

[Danger Mouse]

Wait... What? There's a ticket system?
-
And gotta love the tacit acknowledgement from the mods that there isn't an actual functioning ticket system.

[R Ingersoll]

I moved from iOS to droid 2 1/2 weeks ago, submitted a ticket, Roger closed it without resolution. So I sit, waiting to see if I get to play again. They have reopened the ticket, but I don't have any confidence in seeing my account again. All of this downtime has got me interested in other games, So who knows if I will still be interested if I get it back. This month's fun money for the first time in 3 years has not gone to GREE. I suppose GREE doesn't want it anymore.

[legalious]

Wait... What? There's a ticket system?
-
And gotta love the tacit acknowledgement from the mods that there isn't an actual functioning ticket system.

The ticket system works and functions correctly. I have used it multiple times with a adequate response time. It might be an issue of providing the right information for account verification.

[robmurphy]

The ticket system works and functions correctly. I have used it multiple times with a adequate response time. It might be an issue of providing the right information for account verification.

Cue the Trolls.....

I have been playing this game for a few years and have raised dozens of tickets.

EVERY SINGLE ONE has been answered courteously and in a timely manner.

I have received nothing but good customer service from Gree

I sometimes think I'm playing a different game?

[legalious]

Cue the Trolls.....

I have been playing this game for a few years and have raised dozens of tickets.

EVERY SINGLE ONE has been answered courteously and in a timely manner.

I have received nothing but good customer service from Gree

I sometimes think I'm playing a different game?

Well there are ways to delay tickets, such as:

- Not writing in English
- Excessive white space/CrAzY cApS/1337 Speak
- Not providing enough information
- Duplicate Tickets
- Offensive Language

[MAD NUGGETT]

Is the policy not to respond at all if any of these rules are broken?

[legalious]

Is the policy not to respond at all if any of these rules are broken?

I would assume not. Though they will likely look at the Ticket in utter confusion. I notice that If I weren't clear enough in the Ticket, that I would reply to that email that says to (**- Please type your reply above this line -**).

[ezmunie]

The damn system still sucks. I havent had to send a ticket in months(due to my absence in game) but i see that nothing has changed the response times are ridiculous. Im still waiting for a response to ticket #2434289 i just want my account that has been lost back. Also i do believe that the community has told the community managers to get these ticket response times to near minimum. Whats the point of support when it's practically nonexistent?

I have no problem with tickets being answered in a timely manner. My problems are normally resolved within a day, two at the most.

I'm very happy with Customer Service.

[One man army]

I have no problem with tickets being answered in a timely manner. My problems are normally resolved within a day, two at the most.

I'm very happy with Customer Service.

My ticket has been waiting for the 2nd day. At this rate itll be day 3 and no response.


Ps the trolls in the community have to seem to have multiplied in this forum

[J-manKometh96]

My ticket has been waiting for the 2nd day. At this rate itll be day 3 and no response.


Ps the trolls in the community have to seem to have multiplied in this forum
Yes. As you can see, they cue themselves now.

[Modern War Forum GF]

Jeez,

What a happy thread!

A few things to say.. Cause I have a Very different experience with CS

1: same tickets send from different factions get dealed with differently! FACT
----- Some factions got 50 health packs for EACH member bc of FL goals being stuck.
----- Other faction with same issue getting NOTHING but a sorry

2: Tickets getting generic reply with a high chance CS didnt even read THE content
----- This shows when there is a known issue with a certain event, every ticket Goes thru a bot and when certain words are found generic reply is send! Without having read THE ticket this gets Some tickets replied to in a way which Doesnt do Justice to THE content of THE ticket

3: Difficult tickets get escalated to a specialist, and more often then not getting closed before being SOLVED
----- these tickets are usually open for long long times, and even with bumps every few days, closing ticket without solutions with reason we didnt hear from you so we assume your problem has been SOLVED.
----- Personally I have a bunch of unanswered/closed tickets, just getting tired of reopening them. which to me is a tactics implemented by CS on difficult tickets.

4: My game account was banned for no good reason, took me weeks sending tickets and explaining.. Never got a reply of compensation and or fix.. Just all of a suddenly ticket was closed and game worked again.. In bumped that ticket daily for 2 weeks, till tickets was closed for further comments, then a week later ticket was closed bc they didnt hear from me.. Yeah right, how could I when iTS closed for comment.
---- you Have to understand a player can be Nice and patient up to a point... Then tone in tickets might get a little angry, frustrated and so on.

[Danger Mouse]

I would assume not. Though they will likely look at the Ticket in utter confusion. I notice that If I weren't clear enough in the Ticket, that I would reply to that email that says to (**- Please type your reply above this line -**).

Biggest load of bunk I've seen on here yet. Between:
1. No replies at all;
2. Generic replies that have no relevance to the ticket and show that the CS rep has patentedly not read the ticket;
3. Promised fixes that never eventuate;
4. Close out messages where not even a token effort at 2 and 3 above has been made, let alone an actual fix, and the issue is still unresolved;
How can you say the ticket system works?
Everyone on these forums has experienced any and all of these, quite often more than actual fixes. The ticket system should only be considered to work when it works for EVERYONE not just a random few.

[MAD NUGGETT]

I would assume not. Though they will likely look at the Ticket in utter confusion. I notice that If I weren't clear enough in the Ticket, that I would reply to that email that says to (**- Please type your reply above this line -**).

I am guessing this is where the breakdown is. If your customer service dept cannot understand what is being conveyed by the customer (usually pissed and spends real money) they should try to find out. Also, why would you "assume not"?? Shouldn't you know the policy by now? One of the number one complaints is customer support and communication. Seems like a simple "I don't understand" response from your team would be justified, no?

Just look at any other company in the world that you spend money with. Any, pick one. You spend money for something and did not receive what you paid for or the product or service is not as described. Have you ever just been flat out ignored when trying to resolve your concern with that company? Just straight up nothing? My guess is no. You know why? Because it's wrong and most companies CARE about their customer base and will do anything to retain them. Since your companies preys on addictions by using deceptive practices, customer service centers are just not really needed are they? just no soul or morale. Parents must be proud.

As people have posted above, they have never had any issues with customer service and get a quick response. I have played your game almost since inception and have gotten both good and poor responses. My emails to your team are succinct and clear but mostly get canned responses because my email was obviously not even read at all. If it were, I would not get a response about faction bonuses when my concern was energy refills not working. Most times, I just laugh at the incompetence.

So if you say your system works as intended then I say you and your company do not care enough about your customers. Remember this, when your car breaks down or has a random problem, your wives car or your kids and that dealer just refuses to help for some odd reason you can't understand why. Just know I am out there watching, laughing and loving it. I used to not believe in karma, I very much do today and can only hope you can experience what your players have since they have picked up your game. I do not wish bad on you, only what we as players experience.

Edit: using car as a comparison is not even fair since the auto dealer actually has to spend real money and use real techs to resolve a customer concern in most cases. With gree its costs NOTHING, just a flip of the switch. Oh, you didn't get your gold when you bought a vault?? Let me look at this, yep, I can see that right here. Your account has been credited 1500 gold. Have a nice day. Holy shhhhh. Is that hard??? I hate you

[Vile Lynn]

I am guessing this is where the breakdown is. If your customer service dept cannot understand what is being conveyed by the customer (usually pissed and spends real money) they should try to find out. Also, why would you "assume not"?? Shouldn't you know the policy by now? One of the number one complaints is customer support and communication. Seems like a simple "I don't understand" response from your team would be justified, no?

So if you say your system works as intended then I say you and your company do not care enough about your customers.

FYI, the mods that post in green are not GREE employees; they are forum babysitters and know as much about GREE as any GREE customer knows. That's why they "assume" stuff. The ones that post in orange are GREE employees in the SF office.

[Bambamgunz]

Jeez,

What a happy thread!

A few things to say.. Cause I have a Very different experience with CS

1: same tickets send from different factions get dealed with differently! FACT
----- Some factions got 50 health packs for EACH member bc of FL goals being stuck.
----- Other faction with same issue getting NOTHING but a sorry

2: Tickets getting generic reply with a high chance CS didnt even read THE content
----- This shows when there is a known issue with a certain event, every ticket Goes thru a bot and when certain words are found generic reply is send! Without having read THE ticket this gets Some tickets replied to in a way which Doesnt do Justice to THE content of THE ticket

3: Difficult tickets get escalated to a specialist, and more often then not getting closed before being SOLVED
----- these tickets are usually open for long long times, and even with bumps every few days, closing ticket without solutions with reason we didnt hear from you so we assume your problem has been SOLVED.
----- Personally I have a bunch of unanswered/closed tickets, just getting tired of reopening them. which to me is a tactics implemented by CS on difficult tickets.

4: My game account was banned for no good reason, took me weeks sending tickets and explaining.. Never got a reply of compensation and or fix.. Just all of a suddenly ticket was closed and game worked again.. In bumped that ticket daily for 2 weeks, till tickets was closed for further comments, then a week later ticket was closed bc they didnt hear from me.. Yeah right, how could I when iTS closed for comment.
---- you Have to understand a player can be Nice and patient up to a point... Then tone in tickets might get a little angry, frustrated and so on.

I have 7 accounts and i have these issues for ticket's.almost all are closed and no answer to how or what has been done!! Took 3 weeks to prove i was faction Leader to change faction name!!

[MAD NUGGETT]

makes no difference to me. i don't have time to decipher who's who's. Post in any color you want, just don't make statements that are false.

[Vile Lynn]

I could not agree more.

[One man army]

Yes. As you can see, they cue themselves now.

Not only do the cue themselves but it seems that the moderators themselves are trolls. (7th ban inbound)

[beartrap]

Ticket system works for me, sucks for you it seems...haha

[MAD NUGGETT]

FYI, the mods that post in green are not GREE employees; they are forum babysitters and know as much about GREE as any GREE customer knows. That's why they "assume" stuff. The ones that post in orange are GREE employees in the SF office.

After reading your response, this is all I could think of

http://youtu.be/EWeVbKwrdGs

Also, wouldn't you agree that this topic is probably the number complaint gree receives so the fact he can only "assume" is just not giving a cr^p. How many emails do you think they (mods) get from players who's,concerns go unanswered? So to field all those emails for players and not know the policy is mind blowing to me.

It is true. Most times when I see somebody complaining about the ticket system it is because their email to gree is crazy mean or not intelligible. Usually because the member is so upset. All I am suggesting is that a auto response indicating the gree rep cannot understand the concern might be a good idea.

[bam bam.]

Why is this guy posting responses without facts. Green mods, green monsters.

Bring back HR. You can't cause he quit as GReE is just too riduculous

[J-manKometh96]

The CM's ignore questions just as often as support does.

I guess everything really is working as intended.

[giz]

Ticket system? Hahaha gree doesn't care about tickets sent, lets be honest here, I've sent tickets recently about missing attack and defence (10s of billions of both) I got no response at all saying they were looking into it until I received a customer survey to fill in.
Absolutely nothing had been done I'm still missing attack and defence points yet gree would have u believe the "system" works