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View Full Version : Gree, this is a great example of why your customers hate you.



montecore
01-04-2014, 11:49 AM
Montecore's Gallery declared battle at 01:35 PST last night. After waiting around for 20 minutes we decided to open a ticket as it became clear something was wrong. Four hours later, I got this email:

Thank you for your message about your match-ups. The system looks at the following to determine an appropriate rival syndicate:

--The overall strength of your syndicate: The sum of your syndicate's power will be compared to the sum of the other syndicate power when looking for potential match-ups.

--The syndicate Rank: This is based on how well you are doing in the event.

---How many match-ups you have had with the syndicate during the event.

As time goes on without a match, the parameters will relax slightly.

Please keep in mind:

-- It can take up to an hour to receive a match after declaring war

--You may not declare war within the last hour of the event

If you have any further questions about the game please let me know.

Regards,

XXX XXXXX (name removed)
GREE Support

It has now been over nine hours, and the syndicate still shows "battle declared".

1) In a perfect world, the problem would not have occurred.
2) The next best option would be for the problem to be quickly acknowledged and resolved.
3) The third best option would be for the problem to be acknowledged, with a comment that they aren't sure what the issue is but they are working to resolve it.
4) The worst option is what happened here: She didn't look to see if it was a problem. She didn't acknowledge it to be a problem. She didn't look at the time on the ticket and see that it has in fact been several hours since the ticket was submitted without any change in battle status. She completely ignored the problem and sent back a form letter. And now nine or more hours have gone by at a standstill during an event where you need just about every hour (or go undefeated) to complete it.

Gree, this is a good example of why your customers hate you.

RealTeflonDon
01-04-2014, 11:55 AM
I feel your pain

http://www.funzio.com/forum/showthread.php?77630-Cheated-out-of-T400-(with-proof)&highlight=cheated+T400+%28with+proof%29


Its been a week since our, "Issue was forwarded to a Crime City Player Experience Specialist".... Still waiting and doubt we'll hear from them till after this war is over.

Actually, I doubt we'll ever hear from them because frankly, I doubt they even exist.

N41LZ
01-04-2014, 12:19 PM
Montecore's Gallery declared battle at 01:35 PST last night. After waiting around for 20 minutes we decided to open a ticket as it became clear something was wrong. Four hours later, I got this email:

Thank you for your message about your match-ups. The system looks at the following to determine an appropriate rival syndicate:

--The overall strength of your syndicate: The sum of your syndicate's power will be compared to the sum of the other syndicate power when looking for potential match-ups.

--The syndicate Rank: This is based on how well you are doing in the event.

---How many match-ups you have had with the syndicate during the event.

As time goes on without a match, the parameters will relax slightly.

Please keep in mind:

-- It can take up to an hour to receive a match after declaring war

--You may not declare war within the last hour of the event

If you have any further questions about the game please let me know.

Regards,

XXX XXXXX (name removed)
GREE Support

It has now been over nine hours, and the syndicate still shows "battle declared".

1) In a perfect world, the problem would not have occurred.
2) The next best option would be for the problem to be quickly acknowledged and resolved.
3) The third best option would be for the problem to be acknowledged, with a comment that they aren't sure what the issue is but they are working to resolve it.
4) The worst option is what happened here: She didn't look to see if it was a problem. She didn't acknowledge it to be a problem. She didn't look at the time on the ticket and see that it has in fact been several hours since the ticket was submitted without any change in battle status. She completely ignored the problem and sent back a form letter. And now nine or more hours have gone by at a standstill during an event where you need just about every hour (or go undefeated) to complete it.

Gree, this is a good example of why your customers hate you.

Patience is a virtue.

montecore
01-04-2014, 12:22 PM
They closed the case. Patience has nothing to do with it. Still declared.

RealTeflonDon
01-04-2014, 12:23 PM
Patience is a virtue.

So is diligence, but GREE is completely lacking any.

N41LZ
01-04-2014, 12:24 PM
So is diligence, but GREE is completely lacking any.

I am Jack's complete lack of surprise

RealTeflonDon
01-04-2014, 12:26 PM
I am Jack's complete lack of surprise

+1 /char

RealTeflonDon
01-04-2014, 12:27 PM
They closed the case. Patience has nothing to do with it. Still declared.

So the case is an unresolved issue

Marine007
01-04-2014, 01:01 PM
On a good note, they did get back to you quickly....

Jerle
01-04-2014, 01:04 PM
Hey guys,

I'm going to review this specifically with our support team. Whoever answered that ticket obviously didn't look at the guild or understand what was happening, so there's room to improve training.

We do get a lot of impatient tickets about matchups whenever there's any sort of delay at all, (people send in a ticket after 5 minutes), but this is clearly not one of those cases. Sorry about that.

In related news, http://www.funzio.com/forum/showthread.php?79114-Battle-Declared!-The-fighting-will-begin-shortly./page2

RealTeflonDon
01-04-2014, 01:07 PM
Hey guys,

I'm going to review this specifically with our support team. Whoever answered that ticket obviously didn't look at the guild or understand what was happening, so there's room to improve training.

We do get a lot of impatient tickets about matchups whenever there's any sort of delay at all, (people send in a ticket after 5 minutes), but this is clearly not one of those cases.

In related news, http://www.funzio.com/forum/showthread.php?79114-Battle-Declared!-The-fighting-will-begin-shortly./page2

Thanks, now could you get your "Crime City Player Experience Specialist" to respond to my ticket? It's been sitting in limbo for over a week now.

PedroPimples
01-04-2014, 01:28 PM
To be honest monte the fact this happened to montecores gallery has made gree customer support go up a few notches in my book. I certainly don't hate them anymore.

soccer256nh
01-04-2014, 02:12 PM
Gree, we were on 5/6 on a streak we got an easy matchup, we do our normal strategy of wait till last minute or two, with 2 minutes to go we were losing by 2k I was gonna use some gold to give us the win which I do normally. In the two minutes I got a total of two attacks in and we lost. We now have to restart our streak and have no chance of getting the streak of 12 which was our goal. My syndicate has many gold users, we are all pissed and wondering if we are ever going to give you any more of our money. Something has to change, the games slipping away from you!!!

GucciMane
01-04-2014, 04:08 PM
Gree, we were on 5/6 on a streak we got an easy matchup, we do our normal strategy of wait till last minute or two, with 2 minutes to go we were losing by 2k I was gonna use some gold to give us the win which I do normally. In the two minutes I got a total of two attacks in and we lost. We now have to restart our streak and have no chance of getting the streak of 12 which was our goal. My syndicate has many gold users, we are all pissed and wondering if we are ever going to give you any more of our money. Something has to change, the games slipping away from you!!!

From experience, I've never had waiting until the last 2 minutes work for me or the teams I've played with. Across times when the game has lagged, and across times where there have been no lag.

Even 5 minutes before is calling it very close. What rank are you vying for? You understand the other team is also spending to maintain the lead? So far during this war only ONE SAS subsyn has been able to pull off the final 5 minute splurge, and that was because they had started to step up spending in the last 15 minutes, not the last 2 minutes before the end :confused:

soccer256nh
01-04-2014, 04:44 PM
From experience, I've never had waiting until the last 2 minutes work for me or the teams I've played with. Across times when the game has lagged, and across times where there have been no lag.

Even 5 minutes before is calling it very close. What rank are you vying for? You understand the other team is also spending to maintain the lead? So far during this war only ONE SAS subsyn has been able to pull off the final 5 minute splurge, and that was because they had started to step up spending in the last 15 minutes, not the last 2 minutes before the end :confused:
We have many gold spenders it has always worked, they were a 1000th ranked syndicate, we do it to keep our points low. I was prepared to do what we normally do but all of our games were lagging bad, we normally spend a bunch of gold, I was going to get at least 12 hits in last 1-3 minutes which I have done before but in those 2-3 minutes I could only get 2 hits in.

Da_Boss
01-04-2014, 08:15 PM
Hey guys,

I'm going to review this specifically with our support team. Whoever answered that ticket obviously didn't look at the guild or understand what was happening, so there's room to improve training.

We do get a lot of impatient tickets about matchups whenever there's any sort of delay at all, (people send in a ticket after 5 minutes), but this is clearly not one of those cases. Sorry about that.

In related news, http://www.funzio.com/forum/showthread.php?79114-Battle-Declared!-The-fighting-will-begin-shortly./page2

You better ask "how high?" When one of your best customers says "Jump"