Does Gree customer service even read tickets?

[FYG]

It seems like every single ticket that my mates and I have put in is 100% of the time responded back with:

"I apologize; I'm going to bubble this up to the developer for a future update."

Are there customer service supervisors or a direct phone number that we can call, because the email queue obviously has lackluster results.

[TZora]

write in something "different" .. like, ask a personal question or say, "hi there, u know u suck"

would give me kicks if u still get a reply, "I apologize: I'm going to bubble this up to the developer" LOL

[Puckface McGee]

I've been wondering the same thing. I once sent a ticket in asking if respecs were possible, so those that put skill points into attack and defense could change that since they made all these ridiculous high stat items, rendering skill point atk/def obsolete. The response I received was something along the lines of, "For every mafia member, you get 1 weapon, 1 armor, 1 vehicle and 1 explosive. If you went from 99 mafia to 100 mafia your stats will increase. If you are already at 500 mafia, new items may replace old items, therefore not adding the complete stats of your new item to your stats."

I found it surprising that customer support didn't know that instead of 1 weapon it's 1 melee and 1 gun...unless we've all been wrong this whole time. Not surprising that they did not answer my question at all, and when I responded to that, clarifying my initial queue, I got nothing. Over a month later........

[GucciMane]

Yes. Yes they do, are you kidding me?






They read your customer support tickets to each other at Holiday parties for laughs.

[Skyraiders]

customer support stinks across all the games they have put out.......haha.....

bot responses......pre-fab letters......complete lack of CS.....

my main game is KA....however i check the other forums to see if you guys get better responses....guess not....i am sorta glad that we are not the only ones at the bottom of the hill with the BIG SH** ball roll at us...

[BigNick]

They do suck, I submitted a ticket, and got a member to submit a ticket on a similar issue at same time, both received the same word for word answer, then both replied a further 2 times to receive a different word for word answer until finally they said " we looked at your account" finally a bit of action after 4weeks of waiting and 4 emails and 4 template answers # unhappy

[amit22]

its bot answers

[jmeijer]

I don't think they do. I sent a ticket to get my 100 gold back that I spent on the Raid Boss when it glitched out. We had to restart E27 because of this.

[Hubkap]

No, they definitely don't read tickets or else my syndicate would be able to participate in the current raid boss event or at least get someone to look into our issue. Instead we just got the typical (after almost 3 days since sending our first ticket) , "We'll look into this for future events..." BS!!

Well, wth are we supposed to do with the current, ongoing event since our syndicate has a glitch and can't move past a certain level of normal? Sit and spin on our thumbs? Let our Uzis go to waste or farm for the little prizes?? Total lack of CS - they just don't care one bit, that's obvious.

http://www.funzio.com/forum/showthread.php?77763-RAID-Boss-glitch-Arghhhh!-Anyone-else

[Skyraiders]

I don't think they do. I sent a ticket to get my 100 gold back that I spent on the Raid Boss when it glitched out. We had to restart E27 because of this.

LOL.... all money related tickets get first priority....SHOCKING!!

[GucciMane]

LOL.... all money related tickets get first priority....SHOCKING!!


Well, they have to. Because Apple App Store and Google Play Terms of Conditions.

[mxz]

I started slipping in profanities like I have Tourette's and that seems to get it to a human that at least has the courtesy to ignore the question and try to fix your swearing problem.

[CJ54]

I started slipping in profanities like I have Tourette's and that seems to get it to a human that at least has the courtesy to ignore the question and try to fix your swearing problem.

That'll get you banned from the ticketing system actually. Can't recommend that tactic.

[Touch Down]

I actually find the gree support pretty good. Never had any issues at all.

[the_dude]

That'll get you banned from the ticketing system actually. Can't recommend that tactic.

I think sending in tickets gets you banned from the ticketing system.

[CJ54]

I think sending in tickets gets you banned from the ticketing system.

No, just if you start swearing up a storm and don't stop when asked, spamming, or harassing the support staff.

[mxz]

That'll get you banned from the ticketing system actually. Can't recommend that tactic.Considering any tickets that I've sent in the last 3-4 months haven't been addressed it would give me some level of comfort to know there's a reason why you guys aren't responding to account issues and bug reports any more.

I'm just changing TTPs because the enemy changed theirs.

[M$T Raw]

probably because their profits dropped by 74% in the last quarter and they cant be bothered anymore

[Hubkap]

No, just if you start swearing up a storm and don't stop when asked, spamming, or harassing the support staff.

I haven't done any of that stuff yet my ticket (1219590) has been ignored so far and my syndicate can't participate in the current boss event due to a glitch of yours... So am I ticket-banned or will you guys just get back to me after the event's over and it's too late?

[CJ54]

I haven't done any of that stuff yet my ticket (1219590) has been ignored so far and my syndicate can't participate in the current boss event due to a glitch of yours... So am I ticket-banned or will you guys just get back to me after the event's over and it's too late?

No, but we have a 2-4 day turnaround on average (it depends on how many tickets we're receiving for that game). So no, 2 days in doesn't mean we're ignoring you. I understand the feeling when there is an event involved, and we will answer.

[mxz]

No, but we have a 2-4 day turnaround on average (it depends on how many tickets we're receiving for that game). So no, 2 days in doesn't mean we're ignoring you. I understand the feeling when there is an event involved, and we will answer.How much do you have to spend a week to get a 4 day turnaround?

[CJ54]

How much do you have to spend a week to get a 4 day turnaround?

If there is actionable constructive feedback hidden in that question (or your other statements in this thread), I'll be glad to follow up on it.

Regardless, the answer is nothing. We've been running hotter in Crime City than the other games for the last month or so which has led to first response time spikes, but that is back under control. Please note that I am referring to first response time and not total resolution time, which I suspect you are referring to.

[Wang]

Gree definitely reads all of the tickets, but some of the responses, I guess they would be able to copy paste to save time.

[CJ54]

Gree definitely reads all of the tickets, but some of the responses, I guess they would be able to copy paste to save time.

We use macros in some cases, and that's not in and of itself a bad thing. Let's take a pretty common scenario, old data versions. Every single event data push, we get a big blast of tickets from people who can't see the event (because they're not on the new data set yet, that means the event is not visible). The response for that would be something like:

"Hello, thank you for the report. From your ticket, I see that you are on an older data set. You need to be on the current data set to see the event in progress. Luckily the fix for this is easy; simply leave the app open for a minute or two, and then close and reopen the app to load the current data set."

Depending on the ticket content, I average about 60-90 words per minute (or used to, anyway, when that was my primary function here). Let's say I haven't had my coffee yet and the above answer would take me 1 minute to write; with 60 tickets coming in that require that same answer, that is going to take about an hour, give or take. If I use that response as a macro, I can answer those tickets at about 5-10 seconds apiece. In this case, this is not a bad use of a macro (it's a fraction of the time and it does not reduce the level of service).

The problems generally happen when the wrong macro gets used (or the macro isn't providing as much info as needed), as in a couple of cases in this thread. Those are obviously not good, and something we want to eliminate (on that note, I'm checking into the cases reported in this thread).

[The Toe]

"Hello, thank you for the report. From your ticket, I see that you are on an older data set. You need to be on the current data set to see the event in progress. Luckily the fix for this is easy; simply leave the app open for a minute or two, and then close and reopen the app to load the current data set."

First off CJ, hats off to you for responding to this thread, proves without a shadow of a doubt someone is reading something!

Secondly to support, I have sent a total of 3 tickets into support, the first was resolved within 2 days made me a very happy (hate to say camper on here as I'm not but you know).

The second ticket was the one you described, AND I got the response you described, I sent another saying the game was left open for over an hour each time, restarted and still nothing done that over 30 times (in the 2 days it took to get a reply) When it finally fixed is when the event ended and a NEW data set came out, I had read the support fix when you posted a sticky on it long time ago, just didn't work until a new dataset was pushed, of course I missed the event.... (NOT happy with support on this one)

The last time was just recently, I know you said there is a spike in ticket, sent it in 3 days ago, received a reply yesterday (pretty good turn around) saying they were kicking it up to a Player Experience Specialist, I now I'm gonna get hosed on turnaround time there just due to the weekend, but early next week I will still be happy.

So all in all I'd still give support IN MY CASES above average scores, but some of the issues (like data set) it would be better just to find a solution here or a website or something, also nice to know what to do when on Android it will never stop saying updating.
It would also be nice (just cause I am nosey) to know what levels of support there are, who read my first ticket and what does a Player Experience Specialist do? That's different from a developer right?

BTW since I did brown nose here a little, please have them move my latest ticket along! lol

[mxz]

If there is actionable constructive feedback hidden in that question (or your other statements in this thread), I'll be glad to follow up on it.

Regardless, the answer is nothing. We've been running hotter in Crime City than the other games for the last month or so which has led to first response time spikes, but that is back under control. Please note that I am referring to first response time and not total resolution time, which I suspect you are referring to.The problem is the first contact is an auto-response that has absolutely nothing to do with the submitted ticket.

For instance, one recent one I reported an odd news item from someone no where near my level - what I thought was a rivals list glitch, at the time (but turned out just to be a bad decision...different topic). The auto-response from "Rick" explained that attack and defense stats are calculated yaddi yadda and if there's a big discrepancy in stats he'd look into it to see if he was hacking. Thanks, but not what I was reporting.

The ticket before that - I used a refill during battle and it only gave me 2 hits and somehow used 50 gold. The auto-response 4 days later was that the event was over and therefore the ticket would be closed without resolution. Thanks again, Rick!

The ticket before that, answered by the Rick-bot, was discussing a flaw in attack/defense calculation (a 128% advantage lost). From my understanding this shouldn't be possible, as random swings should only account for up to 20% on attacks, raising a red flag. Rick's insight was that this guy had somewhere around 100,000 skill points in defense to make up the difference.

Let's not forget the multiple reports I've sent in on the sound glitches that seemingly haven't been read.

The constructive feedback is that the macros aren't working, the bugs are real and no one seems to care. :rolleyes:

[M$T Raw]

The problem with GREE is that they do read what we say and they explain why its happened but they do nothing to compensate or fix the problem, for example i lost 80 Uzis, GREE ticket said this could have been as the game was updating because lots of people were donating. Thats it they didnt give me my Uzis just told me why it happend

[FrosteeSnoman]

I asked them to integrate support for the green notification light (in HTC One's and other new phones) and their reply was "Sorry for taking long to get back to you. If you are still having this problem please contact us."... They earn so much money would it kill them to put a bit more into their customer support?

[Kickur]

I asked them to integrate support for the green notification light (in HTC One's and other new phones) and their reply was "Sorry for taking long to get back to you. If you are still having this problem please contact us."... They earn so much money would it kill them to put a bit more into their customer support?

Since when does "customer support" translate to "suggestion box"?

[dougnichols]

1213399 my ticket number thats needs escalated. We were not awarded a win because of a server malfunction. Please have the devs look into this and rectify. Multiple tickets have been sent by multiple people with the same copy and paste answer. Syndicate code is 836-584-744