TZora
01-05-2013, 06:57 AM
Originally posted by CJ45:
A couple of helpful pointers for future/current contacts:
-Use the in-game contact if at all possible, do not send an email directly to the support email address. When you use the email rather than the in-game, your resolution time may be longer because those come in completely unsorted and don't have the info we usually need to resolve the issue or answer the question. If you absolutely have to send to the email (for instance, you're having a log-in issue), include your invite code and what game you are playing in addition to information relevant to your concern.
-Tickets that go in through the GREE support page can have longer reply times because those need to be moved over into our part of the system by hand. We'll be working to address this in the future.
-If you have already been answered by a support staff member and you feel that your concern is not resolved, reply to the old ticket rather than creating a new one.
-Please don't send multiple tickets for the same issue; it just slows down the whole system and spreads your info all over the place. If you send in a ticket and then need to add additional info, you can always do so by replying to the confirmation email (this is a good way to add any necessary attachments as well)
-Send us all the relevant info in the ticket, including specific details. Bad example: "The boss is broken". Good example: "I defeated level 5 of the Lotus Kimora boss today and did not receive a reward." Details and screenshots are good.
Thank you again for your patience while we're working to get back to everyone.
EDIT: I wanted to add, we're still not sure of the scope of this one, but our replies weren't reaching some people for a little while. This happens every now and again due to spam filters, but there appears to have been an error in the system for about two weeks earlier in December. If you had a ticket where it seems like the support person talking to you just disappeared, send a follow-up reply to that ticket.
Follow these steps to get a response quickly from the support! Hope this help gamers :)
A couple of helpful pointers for future/current contacts:
-Use the in-game contact if at all possible, do not send an email directly to the support email address. When you use the email rather than the in-game, your resolution time may be longer because those come in completely unsorted and don't have the info we usually need to resolve the issue or answer the question. If you absolutely have to send to the email (for instance, you're having a log-in issue), include your invite code and what game you are playing in addition to information relevant to your concern.
-Tickets that go in through the GREE support page can have longer reply times because those need to be moved over into our part of the system by hand. We'll be working to address this in the future.
-If you have already been answered by a support staff member and you feel that your concern is not resolved, reply to the old ticket rather than creating a new one.
-Please don't send multiple tickets for the same issue; it just slows down the whole system and spreads your info all over the place. If you send in a ticket and then need to add additional info, you can always do so by replying to the confirmation email (this is a good way to add any necessary attachments as well)
-Send us all the relevant info in the ticket, including specific details. Bad example: "The boss is broken". Good example: "I defeated level 5 of the Lotus Kimora boss today and did not receive a reward." Details and screenshots are good.
Thank you again for your patience while we're working to get back to everyone.
EDIT: I wanted to add, we're still not sure of the scope of this one, but our replies weren't reaching some people for a little while. This happens every now and again due to spam filters, but there appears to have been an error in the system for about two weeks earlier in December. If you had a ticket where it seems like the support person talking to you just disappeared, send a follow-up reply to that ticket.
Follow these steps to get a response quickly from the support! Hope this help gamers :)