SUPPORT CENTER

25 Replies
c4432242
5 July, 2017, 3:16 PM UTC

Button to open a ticket not exists?


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c4432242
5 July, 2017, 3:23 PM UTC

Customer without support button = customer don't buy.

By


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Juglar del Viento
Moderator
5 July, 2017, 4:56 PM UTC

Dear Lord

you can send a ticket to support following this link
Resistance Is Futile
UTC +1:00
BiohazarD
Moderator
5 July, 2017, 6:12 PM UTC

c4432242 said:


Customer without support button = customer don't buy.

By


There is a support button, it's just hidden deep in the FAQ menus. 

https://plariumsupport.zendesk.com/hc/en-us/requests/new
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sison
5 July, 2017, 10:31 PM UTC

yes it should be more obvious the link,as biohaz said "it is hidden deep in the faq menu"


is nt it crazy?

yes it is but thats the fact
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c4432242
5 July, 2017, 10:53 PM UTC

It is as if you go to a store, you are going to pay for the products and you have a problem with the price of an item, and the seller, which would be like the support button in Plarium, instead of helping you take a tablet and puts the Wiki Of the store and the forum of the store ... Would you really buy something in that store?

I do not want a forum, I do not want the wiki or talk to a comunity manager. I do not have a problem with how the game works. I do not have a technical problem. The game has a bug: it offers me deals that later at the time of payment are more expensive than the offer... That is resolved in the WIKI? Or in the forum? No. Silly of me I press the support button thinking that I can expose the problem to the support center: via ticket, mail, phone... But no, you press the help button and it sends you to the FORUM and the WIKI ... What a tease.

What kind of web hides to his customers the support?

 

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c4432242
5 July, 2017, 10:53 PM UTC

I regret everything I've spent here.

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IronApex Turok
6 July, 2017, 3:06 AM UTC

c4432242 said:


It is as if you go to a store, you are going to pay for the products and you have a problem with the price of an item, and the seller, which would be like the support button in Plarium, instead of helping you take a tablet and puts the Wiki Of the store and the forum of the store ... Would you really buy something in that store?

I do not want a forum, I do not want the wiki or talk to a comunity manager. I do not have a problem with how the game works. I do not have a technical problem. The game has a bug: it offers me deals that later at the time of payment are more expensive than the offer... That is resolved in the WIKI? Or in the forum? No. Silly of me I press the support button thinking that I can expose the problem to the support center: via ticket, mail, phone... But no, you press the help button and it sends you to the FORUM and the WIKI ... What a tease.

What kind of web hides to his customers the support?

 

lol, exactly, clicking on the support button leads you here, but you ask for help here and the community manages and moderators berate  you for asking questions here and tell  you to go talk to support. 


then you finally find the link to message support and they send you a canned answer telling  you to go check the forums. 
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sison
6 July, 2017, 8:29 AM UTC
IronApex Turok said:


lol, exactly, clicking on the support button leads you here, but you ask for help here and the community manages and moderators berate  you for asking questions here and tell  you to go talk to support. 


then you finally find the link to message support and they send you a canned answer telling  you to go check the forums. 
i have seen you speak sapnish sometimes in forum although as i see you speak english and you know it is english forum,in any case when you do that and open topic with spanish letters you dont help our forum
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IronApex Turok
6 July, 2017, 9:58 PM UTC
sison said:

IronApex Turok said:


lol, exactly, clicking on the support button leads you here, but you ask for help here and the community manages and moderators berate  you for asking questions here and tell  you to go talk to support. 


then you finally find the link to message support and they send you a canned answer telling  you to go check the forums. 
i have seen you speak sapnish sometimes in forum although as i see you speak english and you know it is english forum,in any case when you do that and open topic with spanish letters you dont help our forum
how does that help this thread?
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sison
7 July, 2017, 6:17 PM UTC

i think community manager should read that post, it is realy crazy to be so well hidden the link which helps you to find support team

the guy is right they hide theirselves from their customers,it is funny and tragic at the same time, plarium should take care of it imediately



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Jezebel
8 July, 2017, 2:54 AM UTC
sison said:

i think community manager should read that post, it is realy crazy to be so well hidden the link which helps you to find support team

the guy is right they hide theirselves from their customers,it is funny and tragic at the same time, plarium should take care of it imediately



if you cant find it they don't have to fix our issues :)  yup bad customer service seems to be the biggest part of Plariums business model
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sison
8 July, 2017, 7:37 AM UTC

Jezebel said:


sison said:


i think community manager should read that post, it is realy crazy to be so well hidden the link which helps you to find support team

the guy is right they hide theirselves from their customers,it is funny and tragic at the same time, plarium should take care of it imediately



if you cant find it they don't have to fix our issues :)  yup bad customer service seems to be the biggest part of Plariums business model

personally i have nt come in contact many times  with support team ,no more than 6 times this years so i cant say something about their service,but the hidden link is obvious it is there in this way for some reasons ,so well hidden,so hard to find it a new player....


thats  because plarium in fact does nt want you to find it easy,it is  terrible and they disrespect their young customers also in this way


nor me believe they will change it is hidden all this years for a reason it is obvious

UTC +0:00
BiohazarD
Moderator
8 July, 2017, 5:48 PM UTC
sison said:

Jezebel said:


sison said:


i think community manager should read that post, it is realy crazy to be so well hidden the link which helps you to find support team

the guy is right they hide theirselves from their customers,it is funny and tragic at the same time, plarium should take care of it imediately



if you cant find it they don't have to fix our issues :)  yup bad customer service seems to be the biggest part of Plariums business model

personally i have nt come in contact many times  with support team ,no more than 6 times this years so i cant say something about their service,but the hidden link is obvious it is there in this way for some reasons ,so well hidden,so hard to find it a new player....


thats  because plarium in fact does nt want you to find it easy,it is  terrible and they disrespect their young customers also in this way


nor me believe they will change it is hidden all this years for a reason it is obvious

Actually in the past it was easy to find.  They redid their support page about a year ago, and since then they've been playing whack-a-mole with the submit a ticket link.  
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sison
8 July, 2017, 6:33 PM UTC
BiohazarD said:

sison said:

Jezebel said:


sison said:


i think community manager should read that post, it is realy crazy to be so well hidden the link which helps you to find support team

the guy is right they hide theirselves from their customers,it is funny and tragic at the same time, plarium should take care of it imediately



if you cant find it they don't have to fix our issues :)  yup bad customer service seems to be the biggest part of Plariums business model

personally i have nt come in contact many times  with support team ,no more than 6 times this years so i cant say something about their service,but the hidden link is obvious it is there in this way for some reasons ,so well hidden,so hard to find it a new player....


thats  because plarium in fact does nt want you to find it easy,it is  terrible and they disrespect their young customers also in this way


nor me believe they will change it is hidden all this years for a reason it is obvious

Actually in the past it was easy to find.  They redid their support page about a year ago, and since then they've been playing whack-a-mole with the submit a ticket link.  
haha true
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Gadheras
9 July, 2017, 12:25 PM UTC


They want players to dredge through as much faqs and crap before they contact them. Once you get in contact with support, you most likely end up with a standard reply (foot up the ass), that doesn't help you in the first place. Its quite common for support in games such as this. Actual support goes towards running costs and well, they want to keep that at a minimum.



UTC +2:00
c4432242
10 July, 2017, 12:29 PM UTC

I appreciate all the help received. My decision is taken and explained: I will not buy anything else in this or any Plarium game. If they do not respect my basic rights as a customer, they do not want me as a customer. 

From now on I will only play for free because I have affection for my character in the game. I am already looking for a better investment of my time and money somewhere else.

Many thanks!!! 

Regards.

UTC +2:00
Alina Phoenix
Community Manager
11 July, 2017, 7:48 AM UTC

c4432242 said:


It is as if you go to a store, you are going to pay for the products and you have a problem with the price of an item, and the seller, which would be like the support button in Plarium, instead of helping you take a tablet and puts the Wiki Of the store and the forum of the store ... Would you really buy something in that store?

I do not want a forum, I do not want the wiki or talk to a comunity manager. I do not have a problem with how the game works. I do not have a technical problem. The game has a bug: it offers me deals that later at the time of payment are more expensive than the offer... That is resolved in the WIKI? Or in the forum? No. Silly of me I press the support button thinking that I can expose the problem to the support center: via ticket, mail, phone... But no, you press the help button and it sends you to the FORUM and the WIKI ... What a tease.

What kind of web hides to his customers the support?

 

Hello. 

Let me start with the issue you wanted to report to our Support Team. 

As I understand you meant that you get too expensive Special Offers, and when you go with the Offer, the next one is more expensive. 

Such questions can be asked on the Forum, and I'll be happy to explain this situation.

The thing is that Special Offers appear according to a set algorithm which is constantly evolving. Several departments work on the development of that algorithm, and they rely on analytics data, marketing research and other information they receive through their research channels.

You can receive a cheap or an expensive Special Offer. it is chosen by that algorithm. 

If you don’t like your current Offers or find them expensive, you can wait for better ones, and they will appear sooner or later.

As for contacting our Support Team, you can do it in the following way:

1. On our site  https://plarium.com click on the Support option at the bottom of the page. 

2. Choose the game you're playing;

3. You'll get the set of articles. Different questions and issues are explained in these articles. There is a big chance that answer on your question can be found in one of the articles. You can also use Search option as well.

4. If you don't find the necessary information in articles or you just want to contact our Support Tea, you can open any article and click on Submit a request button.

Community Manager
UTC +2:00
BiohazarD
Moderator
11 July, 2017, 5:42 PM UTC
Alina Phenix said:

c4432242 said:


It is as if you go to a store, you are going to pay for the products and you have a problem with the price of an item, and the seller, which would be like the support button in Plarium, instead of helping you take a tablet and puts the Wiki Of the store and the forum of the store ... Would you really buy something in that store?

I do not want a forum, I do not want the wiki or talk to a comunity manager. I do not have a problem with how the game works. I do not have a technical problem. The game has a bug: it offers me deals that later at the time of payment are more expensive than the offer... That is resolved in the WIKI? Or in the forum? No. Silly of me I press the support button thinking that I can expose the problem to the support center: via ticket, mail, phone... But no, you press the help button and it sends you to the FORUM and the WIKI ... What a tease.

What kind of web hides to his customers the support?

 

Hello. 

Let me start with the issue you wanted to report to our Support Team. 

As I understand you meant that you get too expensive Special Offers, and when you go with the Offer, the next one is more expensive. 

Such questions can be asked on the Forum, and I'll be happy to explain this situation.

The thing is that Special Offers appear according to a set algorithm which is constantly evolving. Several departments work on the development of that algorithm, and they rely on analytics data, marketing research and other information they receive through their research channels.

You can receive a cheap or an expensive Special Offer. it is chosen by that algorithm. 

If you don’t like your current Offers or find them expensive, you can wait for better ones, and they will appear sooner or later.

As for contacting our Support Team, you can do it in the following way:

1. On our site  https://plarium.com click on the Support option at the bottom of the page. 

2. Choose the game you're playing;

3. You'll get the set of articles. Different questions and issues are explained in these articles. There is a big chance that answer on your question can be found in one of the articles. You can also use Search option as well.

4. If you don't find the necessary information in articles or you just want to contact our Support Tea, you can open any article and click on Submit a request button.

In my opinion there should be a submit a request button at the bottom of the main page with all the articles.  That way if a player sees that none of the articles are what they're looking for they don't have to go into one anyways (already knowing it's not what they're looking for) to find the link.  
UTC +0:00
nobody
11 July, 2017, 11:19 PM UTC

c4432242 said:


It is as if you go to a store, you are going to pay for the products and you have a problem with the price of an item, and the seller, which would be like the support button in Plarium, instead of helping you take a tablet and puts the Wiki Of the store and the forum of the store ... Would you really buy something in that store?

I do not want a forum, I do not want the wiki or talk to a comunity manager. I do not have a problem with how the game works. I do not have a technical problem. The game has a bug: it offers me deals that later at the time of payment are more expensive than the offer... That is resolved in the WIKI? Or in the forum? No. Silly of me I press the support button thinking that I can expose the problem to the support center: via ticket, mail, phone... But no, you press the help button and it sends you to the FORUM and the WIKI ... What a tease.

What kind of web hides to his customers the support?

 

@ alina:  the highlighted part states to me that a deal was clicked on, such as 80% off 50 dollar package, being 10 dollars.  however when they try to buy, the price is 50 dollars.  this is how i read it.  i do not read that they are complaining about the algorithm that observes your spending habits and then gives better or worse deals based on how much you spend.

i agree with bio on this: "In my opinion there should be a submit a request button at the bottom of the main page with all the articles". 

@ c4432242:  will you clarify if you clicked on the deal immediately and then in the process of trying to purchase that specific offer, the price changed on you?

i bought a package in another game today.  when it went to check out, instead of being on the package i clicked on in the game, it was set at 4 packages above the one i chose.

@ c4432242:  is this what happened to you?

@ alina:  is this a tactic that plarium uses?


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