14 replies to this topic

[Ridir Semii]

Why is it that our support team takes weeks, but complaints handled through the forums are dealt with immediately, but actual support tickets are ignored for weeks?

I don't understand why we get told to send in a ticket if nothing gets done with them, and this stinks of IGP...

Maybe if you are going to continue NOT actually having a support team to respond to tickets, a section of this forum for technical, billing, etc should be implemented, seeing as you don't open the tickets anyway, you could completely do away with support and handle all the issues through here.


Signed,

An angry paying customer with unresolved support tickets in place while whiners get things changed on the forums

[Wintersdark]

Not sure what happened to you, but every support email I've sent in the last two years has seen a human response within 48 (weekday) hours. Including one just last Tuesday.

Are you emailing Support@mwomercs.com? If not, try that way. The Web based mechanism may be borked.

And forum responses? What do you mean? I can't say I've seen many support requests on the forums addressed by the GM's. I can't recall even one, but I'm sure it's happening sometime.

[Ridir Semii]

I have had a support ticket in for 9 days currently, I know how to send a ticket in, but thanks, as you could not be sure. People on threads in this forum get responded to immediately; when others whined about being able to change all 3 colors of the faction camos, I was complaining that I did not even receive mine from my order, I still have yet to hear about it, but it was confirmed we will be able to change all 3 colors.... I know people want what they want, but why are others being ignored completely? %^&*$%*^&%$ I even spent more money on a worthless panther I will probably never use, just for faction content, AFTER I sent my ticket in... as much as I have given to them, a response in a normal timeframe when using the proper channels for help is NOT too much to ask for.... For that matter to respond to me at all would be nice... and I have gotten nothing since the automated response stating they have an abundance of tickets and it will take a while, you sent one in on what day? Tuesday, 4 days ago and have been responded to... They can't even be bothered to send some asinine lame excuse to me, I have gotten NOTHING, every time I have sent a ticket in, since Open Beta. The last one I sent was responded to almost 30 days late, nothing was said, other than sorry we didn't respond to you, have some premium time.... what about people problems, giving premium time to someone having technical issues really doesn't help... this isn't just about the lack dealing with me personally, I am not the only one.... I just feel like answers are readily given, as is help to people on here (the forums) and support@mwomercs.com is a waste of PGI's resources if they aren't going to use the system.... After I saw your reply to my post, now I am even more strongly urging PGI to do away with support as it a hit or miss if you will even get a response.

[DaZur]

Yeah... That's it. PGI is intentionally going out of their way to avoid responding to your ticket and address everyone else.

[MauttyKoray]

Uminix, on 20 December 2014 - 12:33 PM, said:

I have had a support ticket in for 9 days currently, I know how to send a ticket in, but thanks, as you could not be sure. People on threads in this forum get responded to immediately; when others whined about being able to change all 3 colors of the faction camos, I was complaining that I did not even receive mine from my order, I still have yet to hear about it, but it was confirmed we will be able to change all 3 colors.... I know people want what they want, but why are others being ignored completely? %^&*$%*^&%$ I even spent more money on a worthless panther I will probably never use, just for faction content, AFTER I sent my ticket in... as much as I have given to them, a response in a normal timeframe when using the proper channels for help is NOT too much to ask for.... For that matter to respond to me at all would be nice... and I have gotten nothing since the automated response stating they have an abundance of tickets and it will take a while, you sent one in on what day? Tuesday, 4 days ago and have been responded to... They can't even be bothered to send some asinine lame excuse to me, I have gotten NOTHING, every time I have sent a ticket in, since Open Beta. The last one I sent was responded to almost 30 days late, nothing was said, other than sorry we didn't respond to you, have some premium time.... what about people problems, giving premium time to someone having technical issues really doesn't help... this isn't just about the lack dealing with me personally, I am not the only one.... I just feel like answers are readily given, as is help to people on here (the forums) and support@mwomercs.com is a waste of PGI's resources if they aren't going to use the system.... After I saw your reply to my post, now I am even more strongly urging PGI to do away with support as it a hit or miss if you will even get a response.

You're confusing support issues with a general mass question put out by the entire community. PGI never originally said the colors on the Clan patterns would be changeable. However through mass popularity of the idea on the forum, it was passed on and they made a decision about it. Your personal support problems are not the job of forum moderators, that's the job of the support personnel. Support questions are always directed to support by the forum staff, the clan skin colors was not a support issue.

Edit: Oh, maybe trying not to be an ass hat in your support tickets would help. I don't know what you sent to them but from your post I can imagine your support tickets were just as rude and poorly worded.

Edited by MauttyKoray, 20 December 2014 - 01:25 PM.

[Ridir Semii]

Quote

My issues are not covered here: http://mwomercs.com/...faction-content and since I don't know how you intended to make the clan faction camos customizable, I assume you are only able to change 1 of the colors. the real issue I have is that I pre-ordered the hellbringer package and chose jade falcon, smoke jaguar, and ghost bear content. All my colors and cockpit items are in stock, all my premium time is in stock. I also upgraded to the Gargoyle pack before 4PM PST yesterday and the King Crab and Gargoyles were delivered, and I chose ghost bear a second time. the extra cockpit items are in stock. I haven't been charged for any of the color/ camo changes, however, the smoke jaguar and jade falcon patterns are not unlocked yet, attaching photo. I also did not receive my final mechbay or 3 days of premium time from the pre-order rewards, since the patch was early, I assumed the last pre-order bonus would too.

Thanks for looking into this,

When I sent this ticket in, people were being charged for using the camos and for the colors, which was refunded. Show me where I was an "******" in that dude, no, my attitude has come from a lack of response to tickets AND the fact that mechwarrior sent out a bulletin stating the camos were going to be altered to allow all 3 colors to be changed, so before you call me names dude, you don't know who or what I am, so t\hanks for your opinion, duly noted that you know it all, and I am an ******, now go about your business

[RAM]

Unfortunately Uminix is not the only one experiencing unreasonable delays in support ticket response. Worse still their Christmas break is quickly approaching leaving the very real possibility of a further postponement well into January


RAM
ELH

[Ridir Semii]

thanks RAM, I knew I wasn't the only one, but here is a killer concerning this too....

http://mwomercs.com/support

Notice it says that agents are available from 9AM-5PM Pacific time, except Canadian Holidays...

Except that after 12 days, I cant believe it

If you scroll to the bottom of that page, there is a list of areas for support, and all 5 (billing, account, technical, gameplay, and general) link to the same page

[FETTY WAP]

I've had pretty fast responses no matter what the issue was - including an almost immediate name change.

[Ridir Semii]

Lava Cookies, on 21 December 2014 - 06:41 AM, said:

I've had pretty fast responses no matter what the issue was - including an almost immediate name change.

but they haven't contacted me concerning my money, you got a name change, but they have my cash, hence my issue with PGI's Support Team

[FETTY WAP]

Uminix, on 21 December 2014 - 06:45 AM, said:

but they haven't contacted me concerning my money, you got a name change, but they have my cash, hence my issue with PGI's Support Team

Hm, I also had my Clam package upgraded a while ago before it was released..
Maybe it's just a bad time?
Isn't there a backlog still?

[Ridir Semii]

Lava Cookies, on 21 December 2014 - 06:51 AM, said:

Hm, I also had my Clam package upgraded a while ago before it was released..
Maybe it's just a bad time?
Isn't there a backlog still?

probably, but if there is a backlog doesn't it stand to reason that they should take care of people's problems vs a name change?

btw, nothing against you, I want to add Crowe as a surname to mine as well, but it really does seem as though their priorities got a little out of whack

[Mudhutwarrior]

I have to give support credit because every time response to my query are rapid and almost always solved. I am sure as the player base grows and things come up things will slow down but they did warn us they had a backlog.

Give it another go as its possible you got lost in the mix.

Or curse up a storm in chat. They will respond to you quickly and you can hit them with it then.

[cleghorn6]

Dude, I read that email 3 times and I'm still not sure what your issue is. You've got everything except for some of the patterns? I think?

Anyway, not straight forward. Is 9 days, or 12 or however many it is by now acceptable with no response? No, not really. But I can see how there would potentially be some edge conditions in your case to require some investigation.

Have you followed up by email using the same reference? Not that I don't think you have, I'm just prompting for the response, if any.

[Ridir Semii]

I have 5 emails attached to the same ticket, that ticket is, as of 12/21 a 12 day old ticket... I don't think it getting lost is the problem....

I keep seeing people state that their minor problems are being taken care of immediately.... RAM stated he has issues with this as well....

cleghorn6, on 21 December 2014 - 07:21 AM, said:

Dude, I read that email 3 times and I'm still not sure what your issue is. You've got everything except for some of the patterns? I think?

Anyway, not straight forward. Is 9 days, or 12 or however many it is by now acceptable with no response? No, not really. But I can see how there would potentially be some edge conditions in your case to require some investigation.

Have you followed up by email using the same reference? Not that I don't think you have, I'm just prompting for the response, if any.

what conditions, I sent screenies of my profile page with my purchases on them, I showed them which faction content I chose and I sent images of that content still having locks on it.. pretty cut and dry.... also, regardless, if an investigation were required, why then have they NOT CONTACTED ME AT ALL?