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What is support anymore?


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Davidinlv #1 Posted 19 June 2018 - 06:03 AM

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So the last couple days I have been in this back and forth with Wargaming's support staff trying to get my issue of the game not starting or wanting to run resolved. 2 damn days of repeated copy/paste responses from what I'm guessing is bots or something instead of actual human beings telling me to try this or that, things I have done several times by now. How is that support?

 

Wargaming if you are listening (doubt you are as you have never listened before) I really suggest a better Technical/Game support experience than what you currently have and have had for as long as I can remember. I think it's time for you guys to consider using a live chat that puts your so called support agents to work one on one with the customers who are having issues that need resolved until the problem is completely resolved. This submitting a ticket and waiting 6 hours for the first reply and then 2-4 hours after that till night time and not again till morning crap gets old. Who has time to sit and wait for hours upon hours to get help? How is that supposed to be considered support? It's not! And to add insult to injury you have multiple people responding to 1 ticket which leads to a lot of confusion because the person currently answering has not taken the time to read the full ticket to get an understanding of what has been suggested and done. It wouldn't be that hard for you guys to take the loads of cash you get from your players and make your customer support a better experience for your customers with a live chat system. Doesn't have to be a phone chat but an instant messaging system with the ability to send and receive files in real time for a better overall experience. Blizzard Entertainment has this, Microsoft has this, My ISP has this and so does countless other companies with customer support staff! 

 

I'm sorry for this winded post but I felt like it was needed. If Wargaming ever did something like this then any time I have an issue that needed their support I wouldn't cringe so bad at the thought of having to contact them.... I had an issue with a Blizzard game a couple weeks ago and contacted their support, had the issue resolved in under 15 minutes from the time I submitted the ticket! Think about it Wargaming..... that is what support is supposed to be all about!



pyantoryng #2 Posted 19 June 2018 - 09:08 AM

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The only time support does any good is when it involves money...:sceptic:

WoWP makes a great jousting game...especially with the 262 and people busy in furballs...
I am deaf, silent, and fly with unrealistic controls. Do not count on me to carry - my back's already broken from overweight.

Davidinlv #3 Posted 19 June 2018 - 10:12 AM

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View Postpyantoryng, on 19 June 2018 - 01:08 AM, said:

The only time support does any good is when it involves money...:sceptic:

 

Since when does any support involve money? Even then I doubt Wargaming support will get any better even if you had to pay them. You should see my current open ticket with them, every response is a copy paste response that has been repeated several times and I just have to keep repeating myself to them. 

Diablo_Hertz #4 Posted 19 June 2018 - 10:41 AM

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i have 4 years sending tickets man, a lot of different issues..

There is a fine line between cleaverness and cowardice.

 


pyantoryng #5 Posted 19 June 2018 - 10:43 AM

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http://forum.worldof...-participation/

 

It's been over half a year...that was an incident which CS managed to be helpful...for once.


Edited by pyantoryng, 19 June 2018 - 10:43 AM.


WoWP makes a great jousting game...especially with the 262 and people busy in furballs...
I am deaf, silent, and fly with unrealistic controls. Do not count on me to carry - my back's already broken from overweight.

Captain_Underpants53 #6 Posted 19 June 2018 - 12:29 PM

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I have just about given up on Support.  Back when 2.0 came out I noticed my personnel skill in the Clan room seemed to be stuck.  I submitted a ticket and, to make a long story short, after many replies and "delete this, delete that" and "reload this reload that" I finally (this went on for about 10 days back and forth) got the answer that this was a known issue with the change to 2.0 and they were working it.  Right.  Still the same today. 

 

But it was the twisted logic of it all (and my wasted time) that got to me.  When I asked why the [edited]suggestions I was told that they wanted to make sure it wasn't my system.  Assume my system did have a problem.  How would I know it when the program itself was at fault?  It would still not show any change to personnel stats.  I gave up.



SonicPariah #7 Posted 19 June 2018 - 10:01 PM

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As always, if you are having an issue and Support is not able to help you out, let me know the number so I can track it and further assist!

Davidinlv #8 Posted 20 June 2018 - 02:55 PM

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View PostSonicPariah, on 19 June 2018 - 02:01 PM, said:

As always, if you are having an issue and Support is not able to help you out, let me know the number so I can track it and further assist!

 

Well 3 days into this issue and I am still getting the run around with your support staff. The problem is an access violation that is causing the game to not load, I've seen the access violations in the game logs and have shown them this and they keep going off to other "fixes" that have nothing to do with the problem itself. I'm gonna share the screenshots from the support tickets as of the time I am writing this to show you what I have had to deal with so far. Hopefully someone with a half a brain can listen to me and help me get to the bottom of the real issue at hand 

 

 

 

 

 

 

 



Davidinlv #9 Posted 20 June 2018 - 03:23 PM

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This is what your support staff amount to these days..... It's troubling cause in this you can clearly see that I have yet to get any real support to solve the real problem and all I get is repetitive responses on what to do. I'm a full time streamer and don't have time to sit around and wait to be treated like this. So I challenge someone from your support department to figure out the real problem, to actually dig into what is causing this and help me fix it. Constantly deleting the folders in %appdata%, adjusting ports, doing ping plotter reports, running WG game checker and everything else that has been done multiple times isn't going to fix the issue. I've reinstalled several times already too and still have yet to get past Access violations... I've tried installing on all of my drives, in a virtual machine and still have this issue. it always comes down to what the access violations means 

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Edited by Davidinlv, 20 June 2018 - 08:24 PM.


SonicPariah #10 Posted 20 June 2018 - 08:43 PM

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Once I get that Ticket Number, I will gladly investigate!

Davidinlv #11 Posted 20 June 2018 - 10:26 PM

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2590266 is the ticket ID number

 



SonicPariah #12 Posted 20 June 2018 - 11:24 PM

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View PostDavidinlv, on 20 June 2018 - 10:26 PM, said:

2590266 is the ticket ID number

 

 

Thank you kindly!

Davidinlv #13 Posted 21 June 2018 - 01:11 AM

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Ticket status says it's on hold now, why?

Shizzywiznut #14 Posted 21 June 2018 - 03:37 AM

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ID 2410851

with a followup

ID 2464052

multiple videos, screenshots and still not repaired



PostTraumatic #15 Posted 21 June 2018 - 07:43 AM

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Sonic, I sent you messages about my issue weeks ago.  I have honestly been getting the run around from your support crew and it is Obvious that they have not been reading clearly to understand or take it seriously.  I have not heard from you and I contacted you many weeks ago about this.  I provided my support ticket number but I am getting the run around with them really just trying to blame everything except the actual issue.  That my contact list is too full and needs to be truncated.  It seems WG support cannot delete my contact list or reset it so instead they want to try to blame my ISP.  Because that is an ambiguous target.  I really want HELP.  So far I am disappointed with the help you have provided because it has not been really any.

 

For those of you who are getting poor or incomplete customer service I would like to inform you that you can report this to the Better Business Bureau.  I have been a paying customer for years as I love this game and always wanted to support it and the WoWP Community.  All I have asked is that WG try to support me when I need help as well.  The support in my case has been less than adequate and Sonic told me he would help and so far I have gotten nothing substantive and when I asked him about it in a PM i got a terse response and no info.  

 

 

 


Edited by PostTraumatic, 21 June 2018 - 07:50 AM.


Davidinlv #16 Posted 21 June 2018 - 12:15 PM

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View PostPostTraumatic, on 20 June 2018 - 11:43 PM, said:

Sonic, I sent you messages about my issue weeks ago.  I have honestly been getting the run around from your support crew and it is Obvious that they have not been reading clearly to understand or take it seriously.  I have not heard from you and I contacted you many weeks ago about this.  I provided my support ticket number but I am getting the run around with them really just trying to blame everything except the actual issue.  That my contact list is too full and needs to be truncated.  It seems WG support cannot delete my contact list or reset it so instead they want to try to blame my ISP.  Because that is an ambiguous target.  I really want HELP.  So far I am disappointed with the help you have provided because it has not been really any.

 

For those of you who are getting poor or incomplete customer service I would like to inform you that you can report this to the Better Business Bureau.  I have been a paying customer for years as I love this game and always wanted to support it and the WoWP Community.  All I have asked is that WG try to support me when I need help as well.  The support in my case has been less than adequate and Sonic told me he would help and so far I have gotten nothing substantive and when I asked him about it in a PM i got a terse response and no info.  

 

 

 

 

Man that's pretty crappy.... My ticket is on hold now and have no clue why and would like an answer from someone! The last thing I got from their support seemed to be a light at the end of the tunnel when they might have figured out the problem I was having and gave me a wee bit of hope that this issue may yet finally be resolved... Only problem is that they think my DirectX may be crashing and they gave me a way to reinstall it, the issue I have now is there is no way to uninstall it and it's been 20 hours since I have heard anything from support. So I now have a ray of hope that this can be fixed but can't do squat now and I'm sitting here wondering what to do next.....

_A_3_ #17 Posted 21 June 2018 - 07:14 PM

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Maybe change support section to contact us?

People expect help when you call it support.

Contact us is more appropriate.

 



Davidinlv #18 Posted 21 June 2018 - 07:30 PM

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View Post_A_3_, on 21 June 2018 - 11:14 AM, said:

Maybe change support section to contact us?

People expect help when you call it support.

Contact us is more appropriate.

 

 

I couldn't agree more! Why call it support if 90% of the time there is none?

SonicPariah #19 Posted 22 June 2018 - 09:45 PM

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View PostDavidinlv, on 21 June 2018 - 01:11 AM, said:

Ticket status says it's on hold now, why?

 

Currently it is on Hold while our Escalation staff addresses and reviews it to make sure your issue is not closed out or lost.

 

View PostShizzywiznut, on 21 June 2018 - 03:37 AM, said:

ID 2410851

with a followup

ID 2464052

multiple videos, screenshots and still not repaired

 

Thank you kindly!

 

View PostPostTraumatic, on 21 June 2018 - 07:43 AM, said:

Sonic, I sent you messages about my issue weeks ago.  I have honestly been getting the run around from your support crew and it is Obvious that they have not been reading clearly to understand or take it seriously.  I have not heard from you and I contacted you many weeks ago about this.  I provided my support ticket number but I am getting the run around with them really just trying to blame everything except the actual issue.  That my contact list is too full and needs to be truncated.  It seems WG support cannot delete my contact list or reset it so instead they want to try to blame my ISP.  Because that is an ambiguous target.  I really want HELP.  So far I am disappointed with the help you have provided because it has not been really any.

 

For those of you who are getting poor or incomplete customer service I would like to inform you that you can report this to the Better Business Bureau.  I have been a paying customer for years as I love this game and always wanted to support it and the WoWP Community.  All I have asked is that WG try to support me when I need help as well.  The support in my case has been less than adequate and Sonic told me he would help and so far I have gotten nothing substantive and when I asked him about it in a PM i got a terse response and no info.  

 

So, Support at our level cannot assist with your issue. Right now, we are working on chats optimizations to see if that helps in the upcoming Patch.

 

Alternately, we have also provided the information to our Devs for further review and possible assistance on the back-end of things.



Davidinlv #20 Posted 22 June 2018 - 11:07 PM

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View PostSonicPariah, on 22 June 2018 - 01:45 PM, said:

 

Currently it is on Hold while our Escalation staff addresses and reviews it to make sure your issue is not closed out or lost.

 

 

Thank you kindly!

 

 

So, Support at our level cannot assist with your issue. Right now, we are working on chats optimizations to see if that helps in the upcoming Patch.

 

Alternately, we have also provided the information to our Devs for further review and possible assistance on the back-end of things.

 

So then why won't they answer my ticket? I have recently posted updates to it and haven't so much as heard a peep from anyone since you got involved. Not that it matters now cause I had to reinstall Windows on my computer to get the game to load and that in it's own is a headache but not as much of one as dealing with poor service....

Edited by Davidinlv, 23 June 2018 - 07:02 AM.





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