Guild Wars 2

I don’t want to make a huge deal over this, but I request that the team which deal with Support tickets..read the support ticktes in full and not just the subject line. We sent one about a bug concerning lost merits on a guild mission, stating that we had already filled out a bug report and could they help us.

The response from support? To fill out a bug report. It’s great they responded so quickly, but they clearly only read the subject line. I appreciate you can’t have in game GM support like other MMO’s who can sort things there and then, but there is no excuse for not reading a ticket properly before replying either.

thanks

Was your ticket clear and concise? To them, time has value. Can’t always blame customer support.

Yes, but that wouldn’t be a valid argument in any shape or form for a customer service operative to ever use, esp as I work in customer service

Anyway, I just want to raise a valid issue we came across. I’d email support with my feedback, but… well you get the idea

Well the thing is, every single ticket I have sent was totally read and replied to in a manner that shows that it was in fact read by a human. And the reason for that is, I got straight to my point, and I made the text easy to read and grasp in a short period of time. Thus every time, my issue was resolved in the manner that I desired. I can only express my experience.

Loli does have a very valid point. If you want the best customer service in the fastest time possible, your tickets must be clear and to the point. The more fluff/rambling that’s in them, or the more they’re filled with rage, the longer it’s going to take customer service folks to figure out what the problem is. When I get email from a coworker and there is a lot of extra stuff in the email, it takes me longer to find out what the issue is.

Be short and to the point. Include ONLY what’s necessary.

Gaile Gray.6028:

I’m sorry about that response. The agents do read the tickets, but it’s possible to make an error based on the subject line and assumption. If you can give me the 12-digit ticket number, we can use that less-than-sterling response as an opportunity for training.

Thanks.

I really doubt that. Eventhough my last experience with customer support was good, this was the first good experience Ive ever had with it. Once Ive answered the support email saying “thanks, the problem was solved” and I got a reply like “we will investigate further to see why you still have the problem”. I was like wth? So, if they read the tickets (and I dont think they usually do), they have huge comprehension problems.

toafarmer.8401:

Gaile Gray.6028:

I’m sorry about that response. The agents do read the tickets, but it’s possible to make an error based on the subject line and assumption. If you can give me the 12-digit ticket number, we can use that less-than-sterling response as an opportunity for training.

Thanks.

I really doubt that. Eventhough my last experience with customer support was good, this was the first good experience Ive ever had with it. Once Ive answered the support email saying “thanks, the problem was solved” and I got a reply like “we will investigate further to see why you still have the problem”. I was like wth? So, if they read the tickets (and I dont think they usually do), they have huge comprehension problems.

This has been said a few times before but I try again.
I have worked for a telephone company at the complaints department. I also worked at the support department. Support is by customers considered as a free service. This is why most company’s offer free support. Support isn’t free for the company however. It cost money.

This game is free to play and therefor has a low-quality support department. Specially compared to pay to play games. The support agents have very limited time and therefor are bound to make mistakes easier. This is no excuse. Not reading well is not the standard nor ever should be. But the budget and the targets are the reasons. Part of this can be solved by training but for the rest there would be need to either make gw2 pay to play or pay to get support.

Another part of the situation is the cultural difference and expectations. I have seen an article once bout the different attitude towards customer support by europeans and americans.

I’m overcharging and generalising here, but typical it would be like this:
Lets see the issue can’t login to gw2.
An American player would wait 3-4 hours.
then reset his modem and router.
Use the internet to look-up the errorcode.
Use any tips and hints he can to solve the issue.
Finally when all options fail he would contact support and open a support ticket, excusing them for troubling them.

An European player would:
Open a ticket and type: CANT LOGIN FIX IT NOW: I WANT TO PLAY AND IM HYSTERICAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Just for the record. I’m european. The above are stereotypes but reality. For support it is important that despite lack of funding and despite cultural differences, to handle each ticket with the same respect.

Now, as a customer you can get angry bout not getting a proper respond to your thank you note or understand the above and smile understandingly.

Thanks for the reply gaile, hopefully itll turn out to be a one off. You guys have a great game, would be a shame if it wasnt backed by sterling support. Ill forward the info when i get a mo for you

Edit – ive sent you a pm with the ticket info you required

mercury ranique.2170:

This game is free to play and therefor has a low-quality support department. Specially compared to pay to play games.

Well, Ive spent more money on this game than Ive spent with any other game. If GW2 was a subscription game I would have spent WAY less money with it. Ive spent more money in GW2 than in my 3 years playing WoW. I expect for a good support. If they think people do not deserve decent support because it is “free”, then make an special subscription for the ones who are willing to pay for a better support. Game is not free to play, it is buy to play. I purchased it for $80.