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I don't get those Customer Support guys...

customer service

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Paul_Kouadio #1 Posted 18 July 2018 - 12:25 PM

    Lance-corporal

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  • Member since:
    01-03-2017

So I sent a ticket to the Customer Support via the game website, and I submitted it and everything. About 6 hours later, I receive an email containing a link to a Limitless instance (Limitless is a company for brand "ambassadors"). And there is a conversation, where a Wargaming Ambassador replies to my enquiry, and tells me that they can't do anything about my issue. I'll post the conversation here (see images). My question: Is this normal procedure? Can these guys actually help me resolve my issue? Because I doubt that this "ambassador" is even a member of the Support team, so he probably doesn't even have access to data necessary for a proper resolution of my issue. If this is just dumb, sorry for wasting any forumite's time. Sorry also if this isn't where I should post this. 

 

p.s. Has anyone actually had a problem solved by Customer Support, and can thus vouch for them? Tell about your experiences:trollface:

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Aimless #2 Posted 18 July 2018 - 12:28 PM

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    12-19-2010
Hi mate, I had an issue which wasn't solved actually, but my ticket was worked on, apparently by a human being. He replied damn quickly and the issue was I just can't properly read :hiding:

Geno1isme #3 Posted 18 July 2018 - 12:48 PM

    Lieutenant General

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Regarding your issue: The server (and therefore WG) doesn't know if your network connection dropped out or you closed the client for whatever reason, only that you're not there (more precisely: your client is not reacting). So there is just your word that the first disconnect was not your fault. So it doesn't matter if that guy has access to WGs internal support or not, neither he nor support can do anything about it.

 

Regarding the topic: So far all my tickets were handled properly (didn't always like the resolution, but can understand it). But I've never heard of this "limitless" stuff so far. No idea if WG has outsourced support or if this is just fishy.


Edited by Geno1isme, 18 July 2018 - 12:48 PM.


vcristi #4 Posted 18 July 2018 - 12:53 PM

    Staff Sergeant

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Sooo, you have 'mistakenly' closed your game using ALT+F4 ? 

I always said that those keys are too close and so easy to be pushed simultaneously by mistake.... :hiding:



Balc0ra #5 Posted 18 July 2018 - 01:10 PM

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View PostPaul_Kouadio, on 18 July 2018 - 12:25 PM, said:

My question: Is this normal procedure? Can these guys actually help me resolve my issue? Because I doubt that this "ambassador" is even a member of the Support team, so he probably doesn't even have access to data necessary for a proper resolution of my issue. 

 

As the ambassador pointed out, they can't do anything with regardless of if he has the data or not. As he says, they can't see if it was deliberate or not. Even if he has the data. Tho I'm sure ambassadors don't have access to such data vs support. But even so, they both have the same guidelines to follow I bet. And in cases like this when they can be sure. The answer will be the same regardless. 

 

View PostPaul_Kouadio, on 18 July 2018 - 12:25 PM, said:

 p.s. Has anyone actually had a problem solved by Customer Support, and can thus vouch for them? Tell about your experiences:trollface:


Several times. Tho my issues have been with billing, paypal or my email change etc. Not issues you commonly see ppl contact them for here. 

 


Edited by Balc0ra, 18 July 2018 - 01:14 PM.


wEight_Tanker #6 Posted 18 July 2018 - 01:11 PM

    Staff Sergeant

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At least you didn't delete system32 folder to speed up your computer. No, I'm not the one who did it.



an0ther #7 Posted 18 July 2018 - 01:11 PM

    Lieutenant

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    06-15-2011
Crowdsourced support, WP WG. 

mpf1959 #8 Posted 18 July 2018 - 01:18 PM

    Warrant Officer

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    10-29-2017
I have submitted a few tickets, and generally the first reply is akin to being ignored and is random gobbledegook, the second time is answered by a person, and then I start to get somewhere, I believe the first reply is a cut & paste, or a computer generated auto reply.

Paul_Kouadio #9 Posted 18 July 2018 - 01:22 PM

    Lance-corporal

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View PostAimless, on 18 July 2018 - 12:28 PM, said:

Hi mate, I had an issue which wasn't solved actually, but my ticket was worked on, apparently by a human being. He replied damn quickly and the issue was I just can't properly read :hiding:

 

View Postvcristi, on 18 July 2018 - 12:53 PM, said:

Sooo, you have 'mistakenly' closed your game using ALT+F4 ? 

I always said that those keys are too close and so easy to be pushed simultaneously by mistake.... :hiding:

 

View PostwEight_Tanker, on 18 July 2018 - 01:11 PM, said:

At least you didn't delete system32 folder to speed up your computer. No, I'm not the one who did it.

 

 

Some among you are so salty... Sheesh. I friggin said that the AltF4 thing is my own problem. And regarding the issue itself I merely thought that the guy in question wasn't in full control of the situation. I am more concerned about the nature of the Support, more than my issue. 

 


Edited by Paul_Kouadio, 18 July 2018 - 01:25 PM.


Cobra6 #10 Posted 18 July 2018 - 01:27 PM

    Field Marshal

  • Beta Tester
  • 16332 battles
  • 15,686
  • [RGT] RGT
  • Member since:
    09-17-2010

Basically these Ambassadors are there as an extra gate before support to sort out the useless questions etc. for a very small fee per answer. Basically you got filtered out and went down the drain.

 

This way support can focus on the important and real problems rather then 20.000 bots crying "HACKS, CHEATS!11!11!1" muddling up their work.

 

Cobra 6


Edited by Cobra6, 18 July 2018 - 01:27 PM.


Paul_Kouadio #11 Posted 18 July 2018 - 01:29 PM

    Lance-corporal

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    01-03-2017

View PostBalc0ra, on 18 July 2018 - 01:10 PM, said:

 

As the ambassador pointed out, they can't do anything with regardless of if he has the data or not. As he says, they can't see if it was deliberate or not. Even if he has the data. Tho I'm sure ambassadors don't have access to such data vs support. But even so, they both have the same guidelines to follow I bet. And in cases like this when they can be sure. The answer will be the same regardless. 

 


Several times. Tho my issues have been with billing, paypal or my email change etc. Not issues you commonly see ppl contact them for here. 

 

 

View PostCobra6, on 18 July 2018 - 01:27 PM, said:

Basically these Ambassadors are there as an extra gate before support to sort out the useless questions etc. for a very small fee per answer. Basically you got filtered out and went down the drain.

 

This way support can focus on the important and real problems rather then 20.000 bots crying "HACKS, CHEATS!11!11!1" muddling up their work.

 

Cobra 6

 

​I understand. Thanks guys:)

Fighto #12 Posted 18 July 2018 - 01:50 PM

    Warrant Officer

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Customer support?? what a joke. There should be laws against mislabeling stuff like that.

Nayonac #13 Posted 18 July 2018 - 01:53 PM

    Lance-corporal

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    12-28-2011
i love the, don't mistakenly alt-f4 lol

MeetriX #14 Posted 18 July 2018 - 02:19 PM

    Major

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If you have an issue that is your problem.

Ticket closed!



jabster #15 Posted 18 July 2018 - 02:38 PM

    Field Marshal

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View PostPaul_Kouadio, on 18 July 2018 - 12:22 PM, said:

 

Some among you are so salty... Sheesh. I friggin said that the AltF4 thing is my own problem. And regarding the issue itself I merely thought that the guy in question wasn't in full control of the situation. I am more concerned about the nature of the Support, more than my issue. 

 

 

I’m not sure why you think that they weren’t in full control of the situation. If WG’s policy is there is no right of appeal against automated bans, and that does seem to be the case, then the answer they gave you was entirely correct even if it wasn’t the answer that you hoped for. Why do you think that a ‘real’ member of CS staff would have given you a different answer?

peekakilla #16 Posted 18 July 2018 - 02:39 PM

    Staff Sergeant

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    05-16-2016
newbie....i removed my F4 key 10 years ago from the keyboard :trollface:

L0rdICE #17 Posted 18 July 2018 - 02:40 PM

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    08-20-2013
Honestly, that's some ok response from support guy/girl. They (the support team) follow some standard procedures and guidelines. Not gonna insinuate that you did something wrong, but in all my years playing this game I never got banned or warned without some proper reason for it. My internet got disconnected countless times while playing the game, my computer crashed while in the match - I never got banned. Anyhow, you can still do the mission for getting the tank. I'm sorry you cant complete all 50 of them, but that's that.

OIias_of_Sunhillow #18 Posted 18 July 2018 - 02:41 PM

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The issue you have with your issue with the issue you sent to CS, is, they like issuing issues.

Nishi_Kinuyo #19 Posted 18 July 2018 - 04:25 PM

    Brigadier

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Why does that site look nothing like the WG support site I used last week? :confused:

Paul_Kouadio #20 Posted 18 July 2018 - 04:54 PM

    Lance-corporal

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    01-03-2017

View Postjabster, on 18 July 2018 - 02:38 PM, said:

 

I’m not sure why you think that they weren’t in full control of the situation. If WG’s policy is there is no right of appeal against automated bans, and that does seem to be the case, then the answer they gave you was entirely correct even if it wasn’t the answer that you hoped for. Why do you think that a ‘real’ member of CS staff would have given you a different answer?

 

Hmm, about WG's policy, that is true. Ignorance in my part isn't helpful:unsure:

 

View PostL0rdICE, on 18 July 2018 - 02:40 PM, said:

Honestly, that's some ok response from support guy/girl. They (the support team) follow some standard procedures and guidelines. Not gonna insinuate that you did something wrong, but in all my years playing this game I never got banned or warned without some proper reason for it. My internet got disconnected countless times while playing the game, my computer crashed while in the match - I never got banned. Anyhow, you can still do the mission for getting the tank. I'm sorry you cant complete all 50 of them, but that's that.

 

True talk man. Goodbye to the exclusive camo then... Whatevs







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