Holding support's hand - how to help support help you
Recently I've seen a few threads frustrated with support. I get it, because I've been there. Heck, I am there. So I thought I'd make a thread to try to help anyone who:
-Bought gold that wasn't credited (this thread will function to update my 2+ week struggle, and document some of my tactics in getting this resolved)
-Reported a cheater that roams CC long after your report
-Wasn't credited with an item they were entitled
First, some background facts. This isn't exclusive to Gree, but all support, really. Mostly FYI.
- Support gets many many tickets each day
- They don't have time to investigate everything, nor fully
- Most personnel aren't experts in the games, from what I can tell. What's obvious to us isn't necessarily obvious to them
- They default to the player being legit (innocent until proven guilty beyond a reasonable doubt)
- They assume you are lying to them (because people lie, and want free stuff)
- Understand what they are assessed on (when they come up for raises). They are likely reviewed on quantifiable things such as number of tickets closed and time taken to close tickets. I'm not suggesting they disregard tickets just to meet metrics - but realize the more vague your ticket is, the more time they will have to spend on it (which hurts them when they get their reviews)
To put together a proper case you need facts. But, because support errs on the side of caution - you need to build a convincing story supported by the facts that show why, beyond a reasonable doubt, that you're right.
Reporting cheaters: follow this thread. Instead of necroing, I'd like to add the "hold support's hand" flavor that it lacks. Additionally, to help support's investigation, you should add up the cost of the suspicious items ($ or RP) and compare those numbers to the IPH/fights/robs (as appropriate). State why the suspicious items are highly unlikely to have come via normal gameplay. For cash glitchers, remember that vaults of cash are 120*IPH, so you can calculate how many vaults of cash they would have had to purchase - support can check that against their records. Also include how many hours/days/months it would have taken that player to accumulate that much cash at their current IPH.
For missing gold (and this is conjecture, as my current attempts have failed to get them to provide me this information, I won't speculate as to why..): ask for the entirety of purchases made from that date forth. Support doesn't have time to do the calculations - but if you can convince them to send you a log of each transaction you can then calculate the expected balances and show there is a hole with an amount of gold missing. Say they show you have x gold, then show a purchase of two vaults, but the balance is stuck at x + 1,500 gold (instead of x + 3,000) - you should have a strong case. It would be nice if there was a way to see this so you didn't have to fight with them to get them to send it...but you need to work within the system.
As always, be polite. Remember that you can help them do their job by doing your reports better.
-mxz
About sending better tickets
To MXZ I agree to an extent "yes" it would help by doing this process you are suggesting, but most players that are catching it are the ones being defeated that are spending allot of money, and when I go to a 5 star restaurant I want top notch service, I don't want a waiter to come and ask would you like more water than fill the glass half full, or spend 500 dollars on a bottle of chilled wine and then go and leave it on the table and not ice, I hope you understand where I am coming from. While one plays fair and spends 100's some 1000's of dollars, why would they want to even work, when they are paying for a service.
And yes for the players that don't spend only , well they usually think everyone is cheating even the players who are spending 1000's.
Quote:
Originally Posted by
mxz
This is an astute observation. I won't lie, I've tried it. The problem is, it requires you to (essentially) spam support until you get the person (or persons) for that particular game who provides value.
It's unfortunate, and frustrating - and seemingly futile...but I still think Santa can summon miracles. Maybe that's short sighted, but I truly believe if we get better at sending tickets we'll start getting better responses. If 95% of the emails I got every day were whiny, I'd probably stop reading them and respond with something that didn't make any sense, either.
