3 replies to this topic

[Scum of the Earth]

Hey everyone, I only recently started to play MWO but have been enjoying it. As such, there is going to be bound something down the road that I may need a GM for.

I play several online games and I have seen the tech support for one game be hours and another game taking a week to get a reply. I'm not trying to be a whiney baby but I was curious about other people's experience involving the time with this games tech support. It seems as though everything from support, feedback, and reporting other players all get filed through the same email address. Plus, the people at Piranha Games took a 5 day vacation for the holiday so I would imagine they might have a pile of work to catch up on.

So, I'm NOT asking about your experience (good or bad) because I don't want to have a thread about inflaming remarks and have the community up in arms. All I want to know is about the average time the GMs get back to you. Thanks.

Edited by Scum of the Earth, 05 January 2015 - 12:55 PM.

[Heffay]

PGI has generally been very responsive to customer service requests. Their queues have been a bit long lately due to transitioning support from IGP to in-house, but they do things like give you credit for purchases you made that go on sale the next day.

I haven't had to make a support ticket in a while, but they always got back within a day or two.

Wait, I did do a player report recently, and I got a reply in a day or so. Basically still pretty good, even over the holidays.

[Kyrie]

There is a bit of a back-story to the support issue. Prior to September, there was a publisher called "IGP" that was handling all of the customer support stuff. After September, PGI took over that role and began hiring GMs to handle the tickets -- they have been struggling to get up to speed since then.

With that being said, I would expect tickets classified under "money" to be priority 1, with responses in under a week. Anything else might take a while.

[Hex Pallett]

The response time varies, but they're usually pretty nice. One time I asked them if they could pause my premium time since I wasn't gonna play for a while, they replied the next day saying that while they couldn't do it, they could give me the premium time I lost at the end of it, which they did. The other time I was canceling my Clan Wave 2 pre-order and I didn't hear from them for two weeks. I came here and made a post and it got resolved that very day, plus they gave me with 30 days of premium time for free to make up for it.