The Support claims that my issue is resolved, but it is not

23 Replies
Crowbar
Moderator
18 April, 2017, 12:32 PM UTC

Lately, we've had several people reporting that the Support responded to them that the issue they had was resolved, when in fact it was not. I asked our CM about that, and I learnt a bit that you all might find useful.

The Support handles lots of issues that we get with the game and with our accounts. However, they cannot handle everything, in which case they ask the devs for help. In that extra communication, errors can happen, and the Support gets (and passes to you) the info that the problem was resolved. There may be various reason why this happens, but the important thing is that it sometimes does happen.

So, if your issue was not really resolved, despite what the Support person said, please respond to their e-mail (do not open a new ticket, but click "Respond on website" button in the email instead), telling them that it was not resolved.

My personal suggestion would be to do so politely and with some further details on why you think so (this is highly specific to your issue, of course). I am not saying this to be condescending, but because I know how frustrating it gets and because being polite and detailed will get you much better results than the response most of us would want to send when getting a false "it was resolved" response.

I hope that this helps you all resolve the problems that you still have!
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Edal2007
18 April, 2017, 1:19 PM UTC

Problem is what they not resolve nothing, i wait 10 days for resolve problem with trades sketches, now have troops stuck , don't say nothing about wheel of fortune, they will resolve never it...

Now when is finish presidio tournament i saw i have zero points even is my presidio attacked, my bh have 5 place and i lose rubies...

And not only i have this problem, have more people around... 

So, until when i will need wait  when they finally start do something? 

Well, when i wait i gonna look for other games far away of plarium


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Crowbar
Moderator
18 April, 2017, 2:00 PM UTC

Edal2007 said:

So, until when i will need wait when they finally start do something?

I didn't say "wait". I said "tell them that it was not resolved".

Edal2007 said:

Well, when i wait i gonna look for other games far away of plarium
That's a completely valid course of action and I won't try to talk anyone out of it. I'm unhappy to see people leave, but I do understand the impulse. 
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crazysprinkle
7 May, 2017, 4:46 AM UTC
Same here and with almost everyone in my Bh all the kings men.  Raids and scouts are disappearing left and right!  I've lost at least 60 ships of the line, 6 zepplins, an who knows what else!
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crazysprinkle
7 May, 2017, 4:51 AM UTC
And the support contact doesn't work!  We have lost so much and it is disgusting as this seems to happen to certain players during the "special" PVP tournaments with all those heat rounds!  We can't participate but you know darn well some can!  We call them coiners
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Milady
7 May, 2017, 9:23 AM UTC

I am busy, my brothers have sent so many troops to make me free but they all disappeared; The game does not work !!!!! Where is the technical support right on the days when people could play more?

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charbonoire
7 May, 2017, 11:32 AM UTC

Greetings All I have had no dramas until TODAY!!

I have my main force stuck in a raid and reinforcements

Also stuck in Pirates  Pirate Bay am awaiting response

Styxx

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alexandrosk5566
7 May, 2017, 12:47 PM UTC

My raid is stuck in limbo..........have screenshots and my tab shows " Haven tis being raided" and "reinforcemnets be enterin the haven"   yet none are and my offence is WHO KNOWS WHERE.

This is absurd.........have 3 screenshots and each is 5 minutes apart and show the same message.....yet no raid report and no units.....

This should be a top proirty to get fixed as its a toruny and players cannot raid...

 
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Crowbar
Moderator
7 May, 2017, 1:49 PM UTC
If you didn't report it to the Support, how can they know it needs fixing? Forum's the wrong place for this, and - specifically - the purpose of this topic is in its first post. Nagging here about the Support won't help, since we all know already that their efficacy is sometimes a bit less than desired (I deserve to be complimented for the way I worded this O:-)).
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Milady
7 May, 2017, 2:00 PM UTC

I have already written to the support and I also urged to get an answer as soon as I can not play ...

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mariusmanea
7 May, 2017, 11:39 PM UTC
same here, troops stuck in raids or reinforcements. Somebody got this issue resolved?
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Blasphemy
Moderator
1 June, 2017, 7:56 PM UTC

If troops are stuck, we can not help with that area all we can do is mentor the situation on here

the best solution is to keep watch on your mail after contacting support and make sure your email is correct and spam folder is watched on


I am a daughter of a High King who is not moved by this world for my God is with me and goes before me, I do not fear because im his
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blackshuck138
29 July, 2017, 5:23 PM UTC

*We can not help with that area* seems to be what the developers are saying too . Units stuck since 26th July. Even had the nerve to put solved on my ticket. Shocking support for a game I pay money towards. Somehow, I don't think I will be buying anymore packages for a game that is broke . Less bugs in a Bethesda game.

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Crowbar
Moderator
29 July, 2017, 6:26 PM UTC

blackshuck138 said:

*We can not help with that area* seems to be what the developers are saying too . Units stuck since 26th July. Even had the nerve to put solved on my ticket. Shocking support for a game I pay money towards. Somehow, I don't think I will be buying anymore packages for a game that is broke . Less bugs in a Bethesda game.

This might come as a surprise, but I agree with you. Had the same "solved" problem myself.

However, let's try to resolve your problem: there is a "followup" option on the ticket page (link in the email that you received). Go for that and explain to them that the issue is not resolved and your units are still stuck.

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blackshuck138
29 July, 2017, 6:53 PM UTC
Yes, I did that yesterday. Replied via email and Ticket saying it was not resolved.  The ticket was then *reopened* again with support saying they are looking into what's wrong. The support staff who reply seem ok.  But, the developers seem to be at a loose end at was is wrong :(
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Nightmare
29 July, 2017, 10:38 PM UTC

i see some problems fixed

all seems to be good now
https://www.youtube.com/watch?v=SGUqwaORfbU
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Alyona Kolomiitseva
Community Manager
31 July, 2017, 10:00 AM UTC
blackshuck138 said:

Yes, I did that yesterday. Replied via email and Ticket saying it was not resolved.  The ticket was then *reopened* again with support saying they are looking into what's wrong. The support staff who reply seem ok.  But, the developers seem to be at a loose end at was is wrong :(
Just give them some time, I'm sure they'll solve this.
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
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Crowbar
Moderator
31 July, 2017, 8:40 PM UTC

Alyona Kolomiitseva said:

Just give them some time, I'm sure they'll solve this.

IMO, stuck units should have high priority.

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Shadow D.A.
4 September, 2017, 2:10 PM UTC
Yes it does seem as if customer support has declined dramatically since the switchover. It almost seems as if they either do not care or that they want to kill the game itself. This is basic business economics though. Plarium will continue to see a decline in their purchases if they can not meet the requests of its customers in a timely manner. To provide a defective product or feature and then completely disregard a customer's message is terrible customer support. I wish i could say that this has only happened a few times but I am hearing numerous counts of the failed plarium support for this game. Now if i made practically free money selling a digital product, why wouldnt I make every attempt to keep my customers, especially my highest paying customers , happy? The innovators with the best product, the best prices, and the best customer support always win. Everyone else just ends up with a lost investment. Plarium should really consider some support changes and hire people who can thoroughly communicate the needs of the players. For example all of these moderators here who devote their time and efforts and would gladly appreciate a better paycheck ,who actually know the dynamics of the game, why dont you Plarium hire them to help with these support tickets? Now the biggest question here is are these tickets actually being looked at by real people or has it succumb to world of bots and a.i.'s as some other companies do. Bottom line the game needs real help from people who know about the game, as well as customer support management direction. This direction should come from those who have direct investments in the profits and loses of the game. This isn't rocket science. Just make the game work as it should and actually solve your customers problems instead of having such a broken system where  checking off and closing cases are rewarded. What is plarium doing? Why are you sacrificing profits and growth by not taking care of the customers? 
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Sergey Kryvorotchenko
Community Manager
4 September, 2017, 7:38 PM UTC

Shadow D.A. said:


Yes it does seem as if customer support has declined dramatically since the switchover. It almost seems as if they either do not care or that they want to kill the game itself. This is basic business economics though. Plarium will continue to see a decline in their purchases if they can not meet the requests of its customers in a timely manner. To provide a defective product or feature and then completely disregard a customer's message is terrible customer support. I wish i could say that this has only happened a few times but I am hearing numerous counts of the failed plarium support for this game. Now if i made practically free money selling a digital product, why wouldnt I make every attempt to keep my customers, especially my highest paying customers , happy? The innovators with the best product, the best prices, and the best customer support always win. Everyone else just ends up with a lost investment. Plarium should really consider some support changes and hire people who can thoroughly communicate the needs of the players. For example all of these moderators here who devote their time and efforts and would gladly appreciate a better paycheck ,who actually know the dynamics of the game, why dont you Plarium hire them to help with these support tickets? Now the biggest question here is are these tickets actually being looked at by real people or has it succumb to world of bots and a.i.'s as some other companies do. Bottom line the game needs real help from people who know about the game, as well as customer support management direction. This direction should come from those who have direct investments in the profits and loses of the game. This isn't rocket science. Just make the game work as it should and actually solve your customers problems instead of having such a broken system where  checking off and closing cases are rewarded. What is plarium doing? Why are you sacrificing profits and growth by not taking care of the customers? 

Hi there!

Unfortunately, our Support agents are not robots as you mentioned. All our Support specialist are humans. Well, human error is always possible. That's why sometimes when they have much work, they need a little more time to solve your issues. 

We know as well as you do that customer support is one of the most important things for a big international company. And that's why our Support works 7 days a week, that's why I'm here and ready to help you and pass your suggestions about the game to our devs. 

Sometimes, we can recognize our mistakes. And it means we hear you. But, please, hear us too.

Thanks for understanding.   
Plarium Community Manager Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Plarium_Support
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