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How can WG imprive its badly tarnished customer service record?

bad customer service record WG reply free speech freedomofspeech

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Poll: WG customer service (22 members have cast votes)

You have to complete 250 battles in order to participate this poll.

Have you ever used WGs customer service?

  1. Yes (21 votes [95.45%])

    Percentage of vote: 95.45%

  2. No (1 vote [4.55%])

    Percentage of vote: 4.55%

Did you get a response from WG?

  1. Never - I'm still waiting (4 votes [18.18%])

    Percentage of vote: 18.18%

  2. Yes, but I had to keep bugging them to get a response and then it was not satisfactory (3 votes [13.64%])

    Percentage of vote: 13.64%

  3. It took a while, but I eventually had a response and it was not helpful (3 votes [13.64%])

    Percentage of vote: 13.64%

  4. it took a while but I had a good response eventually (2 votes [9.09%])

    Percentage of vote: 9.09%

  5. I had a really quick response, but it wasn't helpful (1 vote [4.55%])

    Percentage of vote: 4.55%

  6. I had a really quick response and it was very helpful (9 votes [40.91%])

    Percentage of vote: 40.91%

Do you think WG has good Customer Service?

  1. Yes (8 votes [36.36%])

    Percentage of vote: 36.36%

  2. No (14 votes [63.64%])

    Percentage of vote: 63.64%

Do you think WG could improve their Customer Service?

  1. Yes, but it would be almost impossible with the current set up - it needs to be completely overhauled (3 votes [13.64%])

    Percentage of vote: 13.64%

  2. Yes, it could be easily done with a few 'easy wins' and tweaks (8 votes [36.36%])

    Percentage of vote: 36.36%

  3. No, it's an impossible task - it's so bad nothing can rescue it now (3 votes [13.64%])

    Percentage of vote: 13.64%

  4. No, it doesn't need improving it's OK, maybe a little work here and there (6 votes [27.27%])

    Percentage of vote: 27.27%

  5. No, it's brilliant, some of the best customer service in the world (2 votes [9.09%])

    Percentage of vote: 9.09%

If your friend had a problem with WoT in future, would you recommend them contacting customer service?

  1. Yes, they'll sort it out no problem (8 votes [36.36%])

    Percentage of vote: 36.36%

  2. Yes, but be prepared to keep nagging (4 votes [18.18%])

    Percentage of vote: 18.18%

  3. No, you won't get any sympathy it's pretty pointless (4 votes [18.18%])

    Percentage of vote: 18.18%

  4. No, never. You have a better chance getting a monkey to write Shakespeare than obtain a meaningful response from WG (6 votes [27.27%])

    Percentage of vote: 27.27%

  5. T-U-M-B-L-E-W-E-E-D (0 votes [0.00%])

    Percentage of vote: 0.00%

If WG decides to make improvements to its customer service would you be willing to participate in a test or pilot system?

  1. Yes, absolutely! (8 votes [36.36%])

    Percentage of vote: 36.36%

  2. Maybe (10 votes [45.45%])

    Percentage of vote: 45.45%

  3. No (4 votes [18.18%])

    Percentage of vote: 18.18%

Vote Hide poll

Odling #1 Posted 07 April 2013 - 10:03 AM

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I will start by quoting Hunter1911 on a closed thread:

Moderator
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Hello gentlemen and ladies,

All our users are entitled to Freedom of Speech.
But I kindly ask of you to bear in mind that by that by signing to Terms of Service and EULA you have agreed to follow our rules and respect our procedures and etiquette.

As such all appeals should be addressed following the proper procedure.

5. CONTACT LIST

Spoiler

Per the Forum Rules.

Public debates about such issues often lead to fighting, flame wars or other conflicts as well as disclosure of personal, private information.

You as our users have every right to file a complaint if actions against you have been undertaken, but please use the proper channels.

I ask of you for some tolerance and understanding. Rules are here so we can maintain a healthy and growing community without pressing issues.

Kind Regards
Hunter1911


I guess I'd like to add a poll at this point to check that my hypothesis is correct.

My hypothesis is this:
Most players who post in these forums about 'freedom of speech' issues are doing so because of the way they have been treated at some point by an administrator, a moderator or a WG employee.  The reason they take to the forums is because they have been unable to get a response through the normal (or recommended) channels.
The impression many people have is that the only way to get a response is to write something edgy on the forums so that someone pays attention.  Why?  Because it appears that WG people spend more time trawling the forums with a big banhammer behind their back than they do actually working at their jobs.  Rather than answering e-mails or requests through 'normal' channels, they spend more time policing the forums with a very restrictive agenda.  That agenda seems to be to reduce or remove negative posts about WG, WOT or customer service (or the lack of it).
I'm not entirely sure how the poll sets up, so this might not work first time, but here goes.
I hope this is treated seriously by players and not deleted by WG - you might learn something.

Sake78 #2 Posted 07 April 2013 - 10:21 AM

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There is only one way to deal with such an issue: officially sanctioned contact, followed by "voting with wallet" if unsatisfactory resolve: which means getting your money elsewhere. Is that simple.

The onus is on WG to deliver, just as EA is losing all its player-base to Activision. And this game is really weak outside Russia...

Edited by Sake78, 07 April 2013 - 10:25 AM.


BravelyRanAway #3 Posted 07 April 2013 - 10:39 AM

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View PostOdling, on 07 April 2013 - 10:03 AM, said:

My hypothesis is this:
Most players who post in these forums about 'freedom of speech' issues are doing so because of the way they have been treated at some point by an administrator, a moderator or a WG employee.
There is no such thing as 'freedom of speech' on any game forum. To have real freedom of speech would lead to flame wars, racism and complete anarchy where any decent info/complaint/advice would get buried in a pile of hatred and misinformation.


View PostOdling, on 07 April 2013 - 10:03 AM, said:

The impression many people have is that the only way to get a response is to write something edgy on the forums so that someone pays attention.  Why?  Because it appears that WG people spend more time trawling the forums with a big banhammer behind their back than they do actually working at their jobs.
The more edgy you write something the more likely it is to get banned, so if you want something to be discussed more...don't write it so edgy and don't curse or rage like a mad person.
Nearly all the EULA on games forums are copy and paste jobs of each other, WoT is no different.

Those 'WG people'(as you call them) actually spend time trawling the forum because that is what they are paid to do.....moderators.....moderate.
Some one else has the job with the game content or didn't you know that?

Odling #4 Posted 07 April 2013 - 11:17 AM

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View PostLeadbucket, on 07 April 2013 - 10:39 AM, said:

Those 'WG people'(as you call them) actually spend time trawling the forum because that is what they are paid to do.....moderators.....moderate.
Some one else has the job with the game content or didn't you know that?

At what point did I mention game content?
I'm talking about customer service, which, by definition, includes any activity on the forums by WG staff or people representing WG e.g. moderators, whether they are paid or not.  They constitute the public face of WG and what they do or don't do fundamentally affects how WG is perceived and to what extent people have good will towards them.

PieperPig #5 Posted 07 April 2013 - 11:28 AM

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View PostLeadbucket, on 07 April 2013 - 10:39 AM, said:

There is no such thing as 'freedom of speech' on any game forum. To have real freedom of speech would lead to flame wars, racism and complete anarchy where any decent info/complaint/advice would get buried in a pile of hatred and misinformation.



The more edgy you write something the more likely it is to get banned, so if you want something to be discussed more...don't write it so edgy and don't curse or rage like a mad person.
Nearly all the EULA on games forums are copy and paste jobs of each other, WoT is no different.

Those 'WG people'(as you call them) actually spend time trawling the forum because that is what they are paid to do.....moderators.....moderate.
Some one else has the job with the game content or didn't you know that?

... so you go right ahead and troll.... that's helpful

PieperPig #6 Posted 07 April 2013 - 11:29 AM

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View PostOdling, on 07 April 2013 - 11:17 AM, said:

At what point did I mention game content?
I'm talking about customer service, which, by definition, includes any activity on the forums by WG staff or people representing WG e.g. moderators, whether they are paid or not.  They constitute the public face of WG and what they do or don't do fundamentally affects how WG is perceived and to what extent people have good will towards them.
Well said -  you go girl!

Panzcrackerz #7 Posted 07 April 2013 - 11:39 AM

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Do you think WG will pay attention to a vote by players?
I think they will be about a likely to address this poll as they were to put British tanks in the game... when a EU wide vote by players resulted in FRENCH tanks going in before US and UK... Oh. please, that wasn't a vote... the devs had French tanks ready so the 'vote' magically coincided with what content was ready.

BravelyRanAway #8 Posted 07 April 2013 - 11:53 AM

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View PostOdling, on 07 April 2013 - 11:17 AM, said:

At what point did I mention game content?
You didn't, but you were not specific either, you just generalised........

View PostOdling, on 07 April 2013 - 10:03 AM, said:

  Because it appears that WG people spend more time trawling the forums with a big banhammer behind their back than they do actually working at their jobs.
Support staff do not moderate the forum.


View PostPieperPig, on 07 April 2013 - 11:28 AM, said:

... so you go right ahead and troll.... that's helpful
Your problem is that you are unable to tell when some one is trolling or not, perhaps try reading......thats helpful.

Kryhavok #9 Posted 07 April 2013 - 01:57 PM

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Leadbucket...

How did you infer that game content was in any way being inferred to by her comments?
Support staff DO very much spend time on the forums and have the administration rights to act as moderators... pay attention to who is posting and moderating look at some of their job descriptions.
I think that several people think you are trolling - I happen to be one of them.

This post is about WGs Customer Service and I believe Odling is making a very useful  post.  Why don't you stop trolling it and  encourage your friends to visit it and post their responses instead of trying to derail it?

BravelyRanAway #10 Posted 07 April 2013 - 05:47 PM

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View PostKryhavok, on 07 April 2013 - 01:57 PM, said:

Support staff DO very much spend time on the forums and have the administration rights to act as moderators... pay attention to who is posting and moderating look at some of their job descriptions.
I think that several people think you are trolling - I happen to be one of them.
I am not trolling at all Kryhavok.

I point out that regardless of what Hunter1211 says about all users being entitled to 'free speech', that this is not the case and well he knows it. This forum belongs to a gaming company that has set rules to protect its own interests.

I point out that people making flame posts or cursing results in the banhammer being swung. I have read these forums for quite a while and as far as I can see most topics go on untill some one starts flaming, cursing or racism is brought into the topic.

I've never noticed any one with a 'Support tag' or job description of support, moderate the forum, ban someone, close a thread or issue a warning.
I've seen many moderators tell some one to contact 'Support' as they don't deal with certain 'issues' on the forum. Post some names of support staff that moderate if you know them. This should make it easier to prove your observation rather than mine.
I have seen Ectar take an interest in someones problem and bring it to the attention of support on that persons behalf, but that's about it.
Just because I believe that support staff don't have rights on the forum does not make me a troll, nor have I been off-topic or trying to derail this thread.

I've been on many,many, gaming forums and on every forum they each claim that they have the worst 'customer support ever' and WoT is no different.

Murphy1up #11 Posted 07 April 2013 - 08:56 PM

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I should be on vacation right now. I made the mistake of checking the forums and I couldn't let this post slide. Sadly lots of players will likely miss it,but some things need to be said.

View PostOdling, on 07 April 2013 - 10:03 AM, said:

Most players who post in these forums about 'freedom of speech' issues are doing so because of the way they have been treated at some point by an administrator, a moderator or a WG employee.

Most players who post about freedom of speech have no idea what they're talking about (Or they've maybe just watched V for Vendetta and are feeling a bit rebellious) . When you sign up to various online forums there is terms and rules you accept before you post. Freedom of speech is something that the internet as a whole allows you to have because you can be anonymous. You can say whatever the hell you want without having to worry about your actions or repercussions for those actions. Now what some people seem to forget or seem to be totally ignorant of, is that not all area's of the internet are like that. Some of these area's are restricted, monitored and moderated because people understand that some content needs to be controlled. Without rules there is chaos and even with the best intentions and romantic ideas, without any form of order everyone falls down, turns one each other and you'll find that your favorite places to hang out soon become filled with venom and hatred, and people stop going there.
Lots of people seem to think they're in the USA where "freedom of speech" is part of the first amendment. On this forum, freedom of speech doesn't exist.  If you disagree with that restriction then you have 1 option. Don't use our forums.
There is multiple other places on the internet that will allow you to say whatever you want, offend whoever you want, and pretend to be whoever you want. (Hello to all you multi-account users).  Our forums are not like that however and if you have a grievance there is appropriate channels to raise your issues through. I assure you all serious issues are handled appropriately and players are not ignored.

View PostKryhavok, on 07 April 2013 - 01:57 PM, said:

Support staff DO very much spend time on the forums and have the administration rights to act as moderators... pay attention to who is posting and moderating look at some of their job descriptions.

Support Staff DO NOT act as moderators or admins on the forums and never will.
The people you will see on the forums are as follows:

Moderators - make sure players are following our forums rules and apply sanctions to players who break those rules
Community Managers and Community  Coordinators -  Commonly referred to as the "Community Team"  They are the admins of the forums. They post on the forums acting as the link between company and players. On rare occasions they will apply sanctions to players, usually only for escalated issues. Moderators and the Community Team work very closely together in managing the forums.
Esports Manager and Esports Community Coordinator - They post on the forums acting as the link between company and esports players. Any sanction work is left to moderators or the Community team.
Military Specialist and Military Specialist Assistant - People who have expert knowledge of tanks in real life and act as the link between company and tank enthusiasts/military enthusiasts. Any sanction work is left to moderators or the Community team.

None of the above roles will ever handle a support ticket or deal with a billing issue. All roles above have full moderation powers in the event of discovering any serious breaches of our forum policies.

People you will very rarely see on the forums but will never be applying sanctions or doing any administration.
Customer Support
Content Team
Neither of the above team have admin rights on the forums. The Customer Support team handle tickets through the support site,  the Content Team are responsible for the administration and updating of our websites.

We have no volunteer groups. Moderators are paid to do their job and it's a part time job working from home. Everyone likes to complain about them because everyone likes to pretend they're innocent little angels. I've yet to see someone complain at moderating who has zero warnings and has a history of well written forum posts or shows a genuine interesting in helping the community...
It's always the trolls, always the players who post stuff to provoke reactions and always players who seem to have nothing better to do that sit on the forums complaining about a game they don't play. Always people who's only interest is themselves and not the community or always someone who posting history is all negative, doom and gloom, or constant sarcasm.

Our Customer support record is actually quite high. We rarely have high queues and escalated issues are delt with swiftly. It's human nature that when you have bad experience you tell about twice as many people as you would tell if you had good experience.  Players very rarely go to forums to say "OMG! I LOVE YOU GUYS!" or "YES! YOU FIXED MY ISSUE THANK YOU!"  - Why? Because you expect that type of service as normal service and you don't want to be labeled a "fanboy"  (Remember in the eyes of a complainer, anyone who defends  the company is a blind fanboy).  Every other game forum is the same out there. You know we are gamers and consumers and we visit these sites ourselves?  :blinky:

We're not perfect and no other companies out there (gaming or other industry) can say they are. The very fact we have people like myself posting here speaking to players is proof that we value player feedback and views. There is plenty of sites out there that don't have people like me or who don't get their audience. Just because things don't happen immediately doesn't mean that things won't change.

Kryhavok #12 Posted 07 April 2013 - 10:07 PM

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That is your view Ectar and you are quite entitled to it.
For my part I have dealt with customer service in over a score of online games and I can tell you that WG has the SLOWEST, POOREST and RUDEST customer service I  have EVER seen anywhere - not just online.  I have experienced it first hand and witnessed it on friends' accounts.  Please don't post that your customer service is briliant when it isn't.  Even Allods - which has a pretty dire reputation - has better and more responsive customer service, that is a really sad endictment.
Hopefully, you will be able to pass the results of the survey Odling has done.

Murphy1up #13 Posted 07 April 2013 - 10:25 PM

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I'm sorry but I pretty much never pass on the results of player made surveys, they are generally never fair and all answers/options are loaded in a way so that the OP's message is the only one to come out on top. (not to mention they're very easy to manipulate with getting friends and alt accounts to all vote the same way).

The_Challenger #14 Posted 07 April 2013 - 11:34 PM

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View PostKryhavok, on 07 April 2013 - 10:07 PM, said:

That is your view Ectar and you are quite entitled to it.
For my part I have dealt with customer service in over a score of online games and I can tell you that WG has the SLOWEST, POOREST and RUDEST customer service I  have EVER seen anywhere - not just online.  I have experienced it first hand and witnessed it on friends' accounts.  Please don't post that your customer service is briliant when it isn't.  Even Allods - which has a pretty dire reputation - has better and more responsive customer service, that is a really sad endictment.
Hopefully, you will be able to pass the results of the survey Odling has done.

An observation: At no time does Ectar quote "customer service is brilliant" in fact it's quite the opposite, he states "we are not perfect".

Edited by The_Challenger, 07 April 2013 - 11:41 PM.


LisbonYoloer #15 Posted 08 April 2013 - 12:36 AM

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How about trying to get Clan Wars out of Beta stage so customer support can give other answer than: "Sorry clan wars is still in beta, so problems are supposed to be expected"

Main issue with current customer service. Other than that when you guys put huge event with gold on line and it is quite easy to get and you ask to send email with replay and screenshots, and whoops the email address has used all of its allocated space. And still there is not auto response from email that "We have received your email". Just two points that probably should be fixed thus players would probably calm down.

Edited by FireFlower, 08 April 2013 - 12:38 AM.


He_from_Norway_ #16 Posted 08 April 2013 - 08:28 AM

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i gotta say that im at Ectar´s side for now, as him being right.

Panzcrackerz #17 Posted 08 April 2013 - 09:44 AM

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View PostEctar, on 07 April 2013 - 10:25 PM, said:

I'm sorry but I pretty much never pass on the results of player made surveys, they are generally never fair and all answers/options are loaded in a way so that the OP's message is the only one to come out on top. (not to mention they're very easy to manipulate with getting friends and alt accounts to all vote the same way).
How Ironic
that's rich from WOT who had a "customer poll" to introduce French tanks
what a joke

Panzcrackerz #18 Posted 08 April 2013 - 09:46 AM

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u might as well just close the topic you don't want to listen

The_Challenger #19 Posted 08 April 2013 - 11:05 AM

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View PostPanzcrackerz, on 08 April 2013 - 09:44 AM, said:

How Ironic
that's rich from WOT who had a "customer poll" to introduce French tanks
what a joke

Before my time, but I assuming that was a "Company" poll as opposed to a "player" poll, Ectar was referring to the results of player made surveys.

Thanks

Edited by The_Challenger, 08 April 2013 - 11:06 AM.


Shacou #20 Posted 08 April 2013 - 01:18 PM

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I think customer support is fine, i usually get a response after 3-12 hours. The problem is that the WoT lacks of technical functionality and controll, i mean like in-game goods transfering between accounts (with the help of support only of course) or something similar to this. I am saying this, becouse for example, some days ago i found out that i have second account (used to play with that account when i was very new to this game) and it has a premium tank given on new years eve, i wanted to transfer it to this account (my main one), but the support stated it's not possible due technical limitations and stuff like this. Or another example is, when i wanted to research KV-2 with my KV-1, but ended up researching T-150 instead, becouse of some mindless excitement rushing (yes, i know, my bad..). I asked support to make KV-2 Researched instead of T-150 and take away free xp if necessary, since KV-2 is around 1-2k more expensive in expierence than a T-150, but support once again stated, that they're not able to do this due technical limitations. So, all in all, i think Customer support are doing fine responding to tickets, but the problem is lack of controll and functionality in WoT Itself.. Well, it's just like my opinion,so..

Edited by Shacou, 08 April 2013 - 11:56 PM.






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