20 replies to this topic

[Tristan Winter]

Been a player for about 4 years now. The guys at Support have helped me a bunch of times over the years, usually responding and fixing the problem within days. Whether it's been changing account names, asking for refunds or even deleting superfluous loyalty mechs, they basically never let me down and often go above and beyond the call of duty.

Raising my glass to the dudes at Support. GM Patience and others.

[Wintersdark]

I'll get on this boat.


I've been playing since November 2012. In that time, the one totally constant thing that PGI has done exceptionally well is provide good, prompt, effective support.

Every single time I've had to deal with support, it's been a great experience. Whether the problem was due to my own idiocy, random bugs, bizarre requests to change packages I'd purchased around, or whatever else, I've had knowledgable, friendly folks genuinely help. Not just spew email templates, but go out of their way to ensure whatever the issue was would be resolved to my satisfaction.

And every single time - every time, without fail - it has been.



There's lots of negative things you can say about PGI (and we all take our shots from time to time) but their support has been, from day one, absolutely top notch.

[Bud Crue]

Yup.

PGI's support over the years has been excellent and truly invaluable to my ability to play the game.

-Support gave me custom settings to get my potato to run this game...pretty effectively too (I can't find the original emails on this so I can't shout out the person involved but I think it was Olga).
-Alexander Garden addressed my concerns when I reported that I appeared to not qualify for the loyalty program (when I did).
-Olga Bugrova helped me figure out some router issues...something that had nothing to do with their product. She also tried to help figure out why for a long time the repair tool would not function.
-Bobby Jubraj has been looking into some graphics errors in the mechlab that I reported.
-Stella Ku helped with a D3d device error.

My first interaction with support to get my settings right took a couple of weeks, but they persisted and worked some serious magic. All my interactions with support have involved responses within 24 hours and follow up messages.
PGI's support is honestly some of the best tech/account support I have ever experienced.

[DaZur]

Same here...

I've had support go above and beyond even AFTER the initial issue was resolved.

Kudos to those folks!

[rolly]

100% Agree. GM Patience and Bobby pretty much represent PGI on the back end. They do a damn fine job. They need a bloody raise or recognition for their work and persistence.

[DGTLDaemon]

I'll give it a "+1", if I may I may not agree (or even strongly disagree) with some of the things PGI do, but their customer support is outstanding. My thanks go out specifically to Alexander Garden and GM Patience - you've been very helpful, guys Keep up the good work!

[RestosIII]

100% in agreement. I've said it once, and I'll say it again: The people working support really are the true MVPs. They're the most helpful support team for any game I've actually ever played.

Edited by RestosIII, 03 November 2016 - 07:16 AM.

[El Bandito]

Managed to get back my accidentally wasted MCs on consumables, thanks to support. So thanks.

[Tordin]

Totally agree with this. I too got help with issues regarding customer appreciation awards and questions in general, never have let me down., Alot of praise towards you customer support folks! You, the artists (Alex and co) and maybe a few more divisions inside PGI deserve alot of cheering and a big party! *thumbs up*
To the other divisions, keep on trying, never back down. Get help from anyone if needed. Or it surely will be PGI's downfall not fixing what truly is broken.

Just a side note.
I find that, among alot of developer studios there almost NEVER a case where every department are top notch. Be it artists, engineers, the different leaders, designers, q&a people etc
Theres always a few divisions, sticking out as the last defense and praise pit for us customers and in fact, I bet a medallion on the rest of the team/ studios. Thats the good part, if only every part have lived up to the ones that does...

Edited by Tordin, 03 November 2016 - 07:33 AM.

[Appogee]

Support are excellent, and always have been. More power to them.

[TercieI]

/signed. I've had top notch experiences without exception.

[Zeoraimer]

Agreed, Support has ALWAYS delivered and never disappointed. I hope they get to read this thread, they thoroughly deserve all this praise.

Keep up the great work!

[Besh]

+1 .

Only 2 support tickets so far, but both have been answered and resolved really fast .

The first was involving switching around a Pack purchase, downgrading my purchase from Collectors of one Chassis to Basic & Hero of another Chassis. GM Patience presented me the perfect solution, after I think 3 back and forth emails to be sure about the Details, and the whole thing was resolved within a few hrs . The second was me giving them a HeadsUp on something that had gone wrong a bit with my account, and that was solved the next Business day ( I had written my ticket during their offhrs. ) .

So yeah -> Support = STELLAR !

Edited by Besh, 03 November 2016 - 11:12 AM.

[N0ni]

From refunding a hero to a database error from buying a pack, i've had nothing but an excellent experience with support. Not only were tickets resolved quick, but in a manner that if i ever needed to email these guys again... i can 100% count on them.



P.S. GM Patience, PM me your favorite in-game mech and build so i can run it some time (not likely to get a response, but hey it's worth a try).

[Deathlike]

I have not had a good experience with PGI support, so I'll just disagree.

A long of it has do with bug reporting, and while this was mostly under the older IGP regime, it's just been my experience.

I'm not going to go the full length of discrediting them, but I'm probably the exception on this, and not the rule.

[C E Dwyer]

Support around here is top notch

[Novakaine]

From da Brothers.

[Igor Kozyrev]

Last year support have been top notch. Before that - kinda meh.

Edited by Igor Kozyrev, 03 November 2016 - 03:49 PM.

[Aylward]

So then why did they take over two months to reply to one of my most urgent tickets this summer ?? And a month on another ?? Probably because they related directly to Faction Warfare and they were told to sit on it by Mgmt... but who knows..otherwise, usually they are fairly responsive.

I'm with Deathlike here, I'll just disagree i guess...

[ZippySpeedMonkey]

Even I have to ( grudgingly ) admit that support has done a good job on the few issues that I've had playing this game over the years...

Hell, they went above and beyond listening to me even on those occasions when you --stards have complained so much to try and get me banned...

Edited by ZippySpeedMonkey, 03 November 2016 - 05:52 PM.