Quote Originally Posted by Bolt View Post
Our customer service manager does indeed fill that role. If personally have not seen a role that specifically steps in to rectify issues above the customer service manager but that doesn't mean such roles might not exist in other companies.



I explained why those two threads were locked in detail, I did not consider that 'overzealous'. While players and forum managers will never agree 100% on what should and shouldn't be locked, browsing the forum for locked threads did not reveal a pattern of censorship in my opinion. You can of course disagree with my opinion.



Read my response and you will see that at no time did I say you were lying about emails. I said it was 'disingenuous' to claim you had received no help when we had already discussed that you and your faction had been compensated by an agent. You disagreed with the compensation, which you are fully entitled to do; but that is not the same as not getting any help. I certainly didn't help the situation with a post that sounded far too aggressive and for that I apologize, I could have easily made the same point without throwing in a loaded word like 'disingenuous'.

We fully acknowledge that frustrations have been high for a long time due to unresolved bugs and events that have had issues more often than they should. Internal communication has been improving and I have been able to provide details on some events before they happen, but there is still much more to be done. You make a lot of valid points and they do not go unheard, the development team is working on a big set of fixes that I will update you on as soon as I have a reasonable idea of when they might go live.

I do stand by my assertion that the forum is not a place to discuss customer support issues. These need to remain between you and the support staff and the forum is not designed to dissect these private conversations.
Bolt

I have a question in regards to some of the things that have been mentioned here. As TheDanimal and others have stepped away from helping the community out, will GREE post on the forums here events that will be released in game as well as information about the events? As the developers are doing the events such as FLTQ & LTQs, they have ALL the information at hand which can easily be released to the community in the Events sub-forum. That would be one step in the right direction that the community would like to see in an ongoing basis.

In regards to Support Tickets, I can feel for Andy as I have been on the receiving end of less intelligent persons dealing with case. I do not say that lightly as this has happened to me many times. One of the biggest things that the CS persons can do is NOT to send an automated email about useless info. For instance, I had and issue with my faction as well that occurred during a WD. The CS person then sent me an email to explain how the WD works and asked me to contact her if I had any further issues. Now, it is stupid replies such as this that insults the community. In many regards, it is almost like the person on the other end cannot be bothered to read the ticket details and then decides to send out a blanket email of useless info just so that they are meeting targets within the company (which to me is more the case). While working at NetApp, we had to meet certain numbers (due to contracts) and to ensure those were met we sent out blanket emails to many of our customers within the first 4 hours to ensure we met our contractual agreements. What I see from the CS almost aligns with this although there is no contracts between GREE and the customer base. What would be a better approach is to say that we have received your ticket and we are currently looking into the case (which is the automated first email). This would be appropriate as well from the human CS person who is dealing with the ticket to ensure the customer that a human person is dealing with the issue. Further more, ensuring that the CS person reads and understands the issue at hand before replying to the email helps. Again, not all CS persons are like this as I have found some of the CS guys VERY helpful. Its the few that sends out the useless info that makes the whole look bad. Just food for thought here.

The other big thing here is the events and customer base. There is a fine line on ensure that the events are good, enjoyable and benefits both the player & company. Since the March Madness events, many have just simply quit playing as years of work have been destroyed and new players coming into the game find it harder to achieve goals unless with a high faction. Is there any plans to lower to overall requirements to make the events more achievable for all players while also helping the company gain more profitability?