Customer Support Update

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ozram#3086 wrote:

No offense Mathias - But in light of people waiting since 2-3+ months or more despite keeping information, mails concise short and even proactively providing most if not all required information. Is ridiculous.

With the attitude you seem to present in terms of handling professionalism and customer interaction; Especially when mentioning you had the role of a team-lead. To me and from my professional experience it sounds like you've come from a provider or service with extremely low standards:

- No. People will not get into "trouble". No matter what. What are you even on about?

- There is no "simply" or "right" or wrong. The customer shouldn't have to navigate through any sort of process-based inefficiencies, mis-evaluated "tools" or some hidden, ridiculous rulesets that are entirely the company's or provider's problem. The customer doesn't care about any of that.

- What you fail to realize first before all: GGG has severe process, backend and infrastructure issues. Most customers provide the "minigame" information proactively. On their first mail. Which is completely ignored. To then split out that "process" back into it's individual bits.

At this rate and average assuming 10 "bits" with (if lucky) one interaction per 2 weeks. It would take even the smallest 10-second standard request. Take an incredible and estimated timeframe of up to 5 or more months! Assuming the customer has the means to babyset and remain constantly responsive/available over the course of literally half a year. Just to babysit on a problem that resides on GGG's end.

Not on any level: Be that ethical, professional, practical or even the most basic legal responsibilities and requirements - is that tolerable or acceptable.

Your condescending, imho unprofessional, shared experience isn't helping at all here. Especially when the "customer attitude" is that of blaming the customer, for not going through absolutely ridiculous hoops and unnecessary minigames. That are mainly cause by process or infrastructure inefficiencies; By the seller, company or provider. Especially if not even basic priorization seems to work or be performed. At all.

And that's all even without the ridiculous premise of pushing people and requests to the very back of the entire queue. Without any sort of priorization.

If you have a critical issue with your bank. Or no matter what bought service as a matter of fact. You'd consider it normal for people to wait for 3-6+ months. To either: perform a critical mutation on a stolen card for example. Or locking/recovering a compromised account?

- If you buy and pay for a car and it's scheduled for pickup today... or let's just say tomorrow. The car is already paid. But suddenly you, if not all customers are supposed to suddenly wait 3-6+ months. To pickup their bought car.

So the customer is supposed to walk by foot for half a year now? While the seller does not fullfil their contractual obligations in any reasonable form? We both know - That's not how things work. It's absolutely - ridiculous.

You can't seriously be sitting there with some fancy sub-standard callcenter examples. And then blame that sort of problem on the customers "behaviour" or some minor technicalities. Which the customer cannot realistically know, expect or fullfil.

I'd urge you to somewhat refrain from interpolating some previous or "normalized" "standards" and examples. While blaming and patronizing users that basically cannot access a paid product for weeks months on end. Often reaching into values of hundreds or thousands of dollars.

Especially since you seem to miss the extent and scope of the current culmination of issues. And especially: Since those (mainly process- and efficiency) related problems have been known about. Without any apparent improvement. Since 5-10+ years.

This isn't meant personally. I just hope that patronizing users from low-quality or substandard provider perspectives. Will only make things worse.

2-3+ months multiplied by 5-10x. For a 10 second mutation. Caused by GGG in first place. NOT the customer. You've got to be kidding me - trying to normalize that sort of severe issue. But I don't think you were aware of the extent of the problem.

Please do not patronize users with sub-standard corpo perspectives and bs. Thank you.

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dsxack_#2157 wrote:

Does anyone know? Can I get a refund for coins on PlayStation that I didn't receive?