Me
To Guild Wars 2 Support
Today at 8:51 PM
Ok, here’s the thing, EVERYONE I talk to about this issue, states that this ongoing issue should have been resolved A LOT SOONER (than the two weeks that this is pressing towards), that this has gone on for a bit too long, that the customer support ANET provides is a joke! I suggest that the teams may be overwhelmed with work and that it is not as easy as it seems. I even posted in your forums that I DO UNDERSTAND that it is quite a bit to work with issues as such, in fact, I (MYSELF) do this for a living. I am part of a company which offers computer Tech-Support/Diagnosis/Repairs and completely understand what it is like to be flooded with work and how IMPORTANT it is to work swiftly yet efficiently and accurately so that we do not tear our rapport with our clients.
BUT, to be completely honest, this is beginning to become a bit humorous. I am standing up for you guys, and in return, am putting up with what is evidently an insufficient, lacking in skill to be accurate or correctly informative (updating clients of the status on the issue at hand), company who seems to not only undervalue the product they support, but does NOT deem the relationship with their customer base to hold any value at all thus far terminating positivity from the image of you as a whole.
I cannot seem to fathom a simple thought on how one can hold a goal to become successful when such little efforts are put forth. It is to my understanding that you are losing more and more clientele due to the reasons that we see today. I mean, why do I even have this email from you guys stating that I “should” have my rewards which I sought for? Let me ask you this. What is the process you guys muster up for this simple procedure? I would imagine, HOPEFULLY, it would go something like this.
1.Client sends in ticket,
-Ticket is received in the order it was sent, read, then directed to the proper department for further processing
-Ticket reaches its destination, and awaits further processing
-Ticket is pulled, viewed, then is operated on, fulfilling what client had requested
2.Support Team updates Client and/or verifies with Client to assure satisfaction,
-Ticket if resolved is closed, if not, evaluated and operated on further
-Ticket then is confirmed by team lead that it is concluded and succeeded
3.Support Team confirms with Client that issue is resolved, resulting in satisfied customer base boosting NPS (National Promoter Score)
The above is a rough image in what I see when I think about how your ops team functions the way it is supposed to. Now what I think is happening at this moment in time is COMPLETELY different, unproffesional, unethical, and not yielding positive results.
1.Client sends in ticket,
-Ticket is received in the order it was sent, NOT read (but responded to with a ‘copy and paste’ message), then directed to the proper department for further processing
-Ticket reaches its destination, and awaits further processing (prolonged by impatient disapointed clients)
-Ticket is pulled, NOT viewed, POSSIBLY operated on, MAYBE fulfilling what client had requested
2.Support Team updates(‘copy and paste’ message) Client _______________________
-Ticket is closed, period…
What is going on!? Why does it feel like this is your approach? Not only do I feel this way, but a MAJORITY of people going through issues/BUG’s with your game feel the very same! This is a shame and should not be tolerated by your higher-ups. If the people handling this are the ‘higher-ups’, then I feel bad for the Guild Wars Team as a whole, as I feel it will not continue for long with things looking like this.
TO ANSWER YOUR QUESTION, WHETHER OR NOT I RECEIVED YOUR MAIL, THE ANSWER IS “NO”.
Honestly, I hope things turn around for the better. I wish that your support department and the rest of the Guild Wars Team do improve on its tactics and operations as not only do I and the rest of your customer base rely on it, but so does your future. Please, hear my calling and succeed where you could possibly fall. I hope for the best but expect the worst.
My Best Regards,
Omally Ov Tyria
