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Reporting to support!


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Excavatus #1 Posted 04 April 2018 - 08:47 AM

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ok, long story short. I had a problem with 2 guys (in a platoon) on sunday.

I was in arty, they started by blocking my barrel. I didn't see it. Stayed barely alive.

Then they said in chat.. "we feck! arties etc etc.." harrassed me for over a min. They tried to make me retaliate.

I didn't, then one of them killed me..

anyway..

 

I sent the replay to the support, explaining what happened. giving the time stamps etc etc.

 

as like the past encounters, support said "Because of the policy - they cannot disclose what they did"

but not like the past examples,

 

support said,

 

we watched,

you are right,

those players are punished now.

Thank you for contacting.

We are sorry you experienced that.

 

It is more clear than the past examples I've seen.

If we are not totally synical and decide to believe what support said.

I liked the response I've got.

 

I've seen a post about in match harrassment and wanted to share this to let people know support is working for these matters.

and wanted to thank to them in the mean time.

 

Ex out!



spuriousmonkey #2 Posted 04 April 2018 - 08:49 AM

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I did something similar a bit more than a year ago and also got a similar response.

 

So sometimes they do seem to care.



Excavatus #3 Posted 04 April 2018 - 08:52 AM

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View Postspuriousmonkey, on 04 April 2018 - 10:49 AM, said:

I did something similar a bit more than a year ago and also got a similar response.

 

So sometimes they do seem to care.

 

I believe it is not about the case but how you present it.

replay + timestamps + good explanation of what happened

 



Hendrik3 #4 Posted 04 April 2018 - 08:56 AM

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It's good that they're open about what the result is. This gives the notion that they're actually doing something about the griefing.
I hope the punishment was severe, as we don't need that kind of players in this game.

 

Jigabachi #5 Posted 04 April 2018 - 08:56 AM

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View PostExcavatus, on 04 April 2018 - 08:52 AM, said:

I believe it is not about the case but how you present it.

replay + timestamps + good explanation of what happened

Plus making it clear to them that it will take ages to ban those guys via the automated system.

 

But to be fair, you have to be lucky to get a motivated support peon. Many of them will just give you a bot answer about the automated system. 

And you should still check if the matchcounts on those accounts stay the same...



Geno1isme #6 Posted 04 April 2018 - 08:57 AM

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Yep, same here. And when I checked the stats of the troll I reported the following days he wasn't playing for 5-6 days, so there is a good chance he did actually get at least a temporary ban. I guess in these cases they consider it to be completely impossible to be an accident.

Excavatus #7 Posted 04 April 2018 - 09:01 AM

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View PostJigabachi, on 04 April 2018 - 10:56 AM, said:

Plus making it clear to them that it will take ages to ban those guys via the automated system.

 

But to be fair, you have to be lucky to get a motivated support peon. Many of them will just give you a bot answer about the automated system. 

And you should still check if the matchcounts on those accounts stay the same...

 

I am watching both of the guys accounts since sunday

and one of them (the guy who actually killed me and wrote everything on the chat)

 

I cannot reach his account on the web site.. since this morning..

I take it as a very good sign.



Enforcer1975 #8 Posted 04 April 2018 - 09:05 AM

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Now just remember their names and keep an eye out for a "i got banned for no reason" thread.

jack_timber #9 Posted 04 April 2018 - 09:17 AM

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If WG were to publish who, why and length of ban somewhere perhaps it would give us more confidence in report system.

If I use in game complain system, which is rare, the only acknowledgement you get is the pink, well it looks pink to me, response to say accepted.

Maybe you feel better that it has been accepted but what happens next?

Who knows...



Hedgehog1963 #10 Posted 04 April 2018 - 09:52 AM

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This is a good result.

 



The_Georgian_One #11 Posted 04 April 2018 - 09:59 AM

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Nice. I think they actually reacted because in this specific case the behavior cannot be dealt with via automated system (well the teamkill could, but the trolling - not). Thanks for sharing.

UrQuan #12 Posted 04 April 2018 - 10:11 AM

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View PostExcavatus, on 04 April 2018 - 08:52 AM, said:

 

I believe it is not about the case but how you present it.

replay + timestamps + good explanation of what happened

 

 

This definitely helps. Being clear about it & having it all together, you make it so much easier for the folks at support (who often have to plow through tons of irate support tickets...) that for such a ticket, they're willing to do a bit more effort, simply because you also put in effort. 



Jahrakajin #13 Posted 04 April 2018 - 10:18 AM

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View PostExcavatus, on 04 April 2018 - 08:52 AM, said:

 

I believe it is not about the case but how you present it.

replay + timestamps + good explanation of what happened

 

 

This is indeed how it should be done. The more information you are able to provide the Support will be able to fix your issue more efficiently.

HeidenSieker #14 Posted 04 April 2018 - 11:14 AM

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View PostExcavatus, on 04 April 2018 - 08:47 AM, said:

support said,

 

we watched,

you are right,

those players are punished now.

Thank you for contacting.

We are sorry you experienced that.

 

I have seen similar replies - including one in which I sent in a replay about an enemy team member being harassed (which I could see using bird's-eye view!).

 

It is good to know that something can be done, but I think that it's neccessary to have a helpful ticket title/description or your ticket will get the old "Use in-game reporting" brush-off.

 

View PostJahrakajin, on 04 April 2018 - 10:18 AM, said:

This is indeed how it should be done. The more information you are able to provide the Support will be able to fix your issue more efficiently.

 

I'd also say "put the information in a nutshell"; I have no experience of WG's helpdesk, but it seems some helpdesk personnel think "Urgh!" to tickets containing reams of "And then he did this and I did this and it was so awful I spilt my tea on the floor and then the dog came and lapped it up and widdled against my gaming-chair and my mum came in and said oooh! ..." (etc).
 

jabster #15 Posted 04 April 2018 - 11:21 AM

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View PostExcavatus, on 04 April 2018 - 07:52 AM, said:

 

I believe it is not about the case but how you present it.

replay + timestamps + good explanation of what happened

 

 

I haven’t reported anyone via a ticket for a long time but I’ve always had the we can’t tell you what we did but the problem has been addressed. I’ve certainly seen players banned as you used to be able to see that if they were in a clan.

NUKLEAR_SLUG #16 Posted 04 April 2018 - 01:16 PM

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I'm sure WG would love to have the auto system be much more effective but due to the amount of idiots spamming reports for 'played an arty' and 'shot me from cover' it has to give too much latitude to catch anything but the biggest cretins.

 

Tickets then are likely your best path to getting a proper resolution and if you're polite and patient and provide accurate and helpful information to backup your point you'll likely get a favourable response.

 

Support staff are there to help you so help them to help you.






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