fuzzles wrote:I come from Lineage 2. My experience with support is to send in a petition, then A: Get an automated pre-written response going "Deal with it" or "We'll look into it, bye", or B: a message saying "I can't help you, send in a ticket to our support website".
After sending in another ticket to said site, my issue is twisted and turned into some hearsay creature of misunderstood anecdotes, and we exchange emails for about 3 weeks trying to understand what the problem really is, until finally we're both on the same page, and to which the response is "well that's so long ago, we can't do anything about that now. Bye". This exact thing happened 3 times. This is just how I've grown to expect what support is.
I sent in a ticket today in ryzom, explaining a suspected glitch with a weapon merchant. I resume my adventures and poof, 30 seconds later, a window in the middle of my screen with a CSR wanting to speak to me about the problem.
I **** you not. I was convinced that he wanted to speak with me because I had violated some rule or exploited or something. That thought came to me as far, far more probable as he being there to actually answer my ticket.
They took the time to go through my issue, explained that they would forward it to the higher tiers, and took the time to chitchat a little. Extremely pleasant.
The CSR staff here is top notch and mostly consists of volunteers. I have high regard for them and have only had a couple occassions when I was not 100% satisfied by the outcome.
Occasionally things take a little time when they have to pass info to higher tiers of support but overall the support here is absolutely superb.
Of course your mileage may vary, but if you remember to :
1)Phrase the issue clearly and succinctly.
2)State if the issue is repeatable
2a)Include all steps that make the problem recur
3)include any other information that may be relevant
4)be patient and available to help reproduce the issue.
5)remember that most of the staff are players and vlunteering their time
6)Never ever use leetspeak or whine when filling out a ticket or sending a tell to a CSR
You are very likely to have a great experience meeting the CSR team.
