Holding support's hand - how to help support help you

[the_brein]

I can't really "help support help me" when all my tickets go unanswered, save for the "request received" email.

I've been waiting for a response from support for over a week. No answer, just the generic email. I bought a bank truck of gold and didn't get the gold. This was a week ago. Still nothing. Funny thing is... I would have already bought more gold if this hadn't happened. Or if they resolved this in a timely manner.

[mxz]

I've been waiting for a response from support for over a week. No answer, just the generic email. I bought a bank truck of gold and didn't get the gold. This was a week ago. Still nothing. Funny thing is... I would have already bought more gold if this hadn't happened. Or if they resolved this in a timely manner.

From my understanding this was a fairly common problem so they're probably wading through a bunch of tickets on it.

[dudeman]

From my understanding this was a fairly common problem so they're probably wading through a bunch of tickets on it.

I would have guessed they might find it easier and more time efficient to ignore all such "missing gold" tickets until a follow up email with proof of purchase is sent.

[Appraiserchris]

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.

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.

[honeybadger]

I wanted to believe this MXZ but honestly have way too many examples of gross incompentence. Sending a ticket quite frankly seems to have the same impact as not sending a ticket. It's my opinion that not sending a ticket leads to less frustration. Sometimes you have to cut your losses and chalk it up to lesson learned.

I've given up reporting hackers. They're completely integrated into and influencing the game. I also disagree that it's my responsibility to report them.

When you say they err on the side of caution I have to agree however that is not a trait I hold in high regard. It typically means putting little to no effort into fixing things and making it right. It's something lazy people do and make no mistake the way tickets are handled is lazy.

Suggesting we spoonfeed support while handing over our money for the privelege is backwards logic.

[mxz]

Don't get me wrong - I agree with you. I don't think it should be our responsibility, either. But I also don't like seeing people complain about a cheater not getting removed when all they did was write a ticket that says "He's a cheater" with a screenshot of their profile page. We could talk about their priorities when they find a cheater as to whether to ban or not...but should probably take that offline (posting guidelines).

After a 20 day standoff I finally got my missing vault. So I'm pleased to report in just under 3 weeks they fixed that issue.

[Dipstik]

Hey Mxz... You still tangled up in spaghetti? What gives?

PS. Don't mind baroness... it's open now

[mxz]

Hey Mxz... You still tangled up in spaghetti? What gives?

Talk to B...getting rejected has me on the edge of ragequit.

You know how long I have to wait until I can request again?

[Dipstik]

I was raiding, and I don't think hew knew about the delay before asking again. It's open now.