Customer Service.

[Indigo]

Ok, this is the rant section so here goes my rant. I hope this isn't going to fall victim to the prevailing trend on these forums and get deleted.

This may end up a bit disjointed and rambling. Still having my morning coffee and still very upset.

I don't like being ignored. It really, really pushes my buttons and I just have to vent this.

I'll be honest, I became so angry by yesterday that I very nearly rage-quit all 3 of my accounts.

Waiting over a week, after submitting a ticket, for any kind of acknowledgement that you even have a problem, (which still has't come, btw) is beyond aggravating.

Maybe you don't think my issue is important or game-stopping. Thanks. To me it is very important and prevents my playing one aspect of the game with one of my characters. But that's not the point.

Maybe my 3 little accounts aren't important to you. I can always take my business elswhere if that be the case.

Your automated email after submission is fine. It's nice to know that your computers know I have a problem. The dead silence from anyone living is not.

I worked in customer service for a large insurance company for over 35 years. I had the "joy" of getting all the worst cases. I can tell you with confidence that a simple, short contact to let a customer know that they're not being ignored goes a long way towards alleviating some of the frustration.

Even when you don't have a solution yet, or you have a heavy case load at the time. Telling the customer that, letting them know you are aware of them & their problem, makes all the difference in the world in preventing a lost customer.

Ok, having worked in customer service, maybe I'm a little more demanding of good customer service than some. And I realize you're not a large company. But we are not exactly the largest customer base in the industry either. A simple email of acknowledgement from a live person, without a canned response, takes how long?

I know ropes. I know about having a mountain of open cases on my desk. I know how long it takes to send out a few personalized emails each day so that none of my customers has to wait over a week to find out if anyone even knows they've got a problem.

Giving your customers the cold shoulder is completely unacceptable!

Ok, so I've calmed down (a little), and not cancelling my accounts (yet), but I still needed to get this off my chest and am still very angry. Honestly I can't bring myself to log in just yet. Still need a little more cooling down. I may still go ahead and cancel the account in question. The other two, well, the jury is still out I guess.

[Velea]

I am very sorry for the lack of customer support which you received, and this is by far not a typical response from us.

Again, I do apologize for the lack of support you received and will be following more closely in the future to ensure this does not happen to anyone else.

[LOVWYRM]

Indigo, good thing that you did not cancel accounts!
Good to have you still with us.

I can assure you that your case is an unfortunate ecxception.
Istaria`s customer support is (one of the? ) best of all mmorpgs,
and much better than any other support I ever asked for help.

Good you give them a chance to proove this

Enjoy your coffee

[llwynog]

Hey Ama

hope this solved soon. *hugs*

[Indigo]

Thanks. As it turns out, I did receive a response while I was posting this. I admit it did take me a while to write it and hadn't received a response when i started writing it.

Sooo.....I apologize for the tantrum. **looks sheepish**

[Northwind]

... will be following more closely in the future to ensure this does not happen to anyone else...

Please do so Velea because this is not a unique case.

I had a ticket which I opened on 12th February.
It got an acknowledgement from you on 13th February.
Fast forward and we get to 7th of March - I'm at my 4th inquiry on the matter and lost all hope for an answer - but didn't bother to rant on forums - my bad, yes.
On 10th of March my ticket gets an answer, but i was too late to see it and the ticket was auto-closed.

So from February 12th to March 10th is how long? 4 weeks, right?

[awdz]

One thing I've found is that, if after submitting a ticket I reply to it for any reason before the devs do, the system seems to take it as though the devs responded. If I hold off on my reply, there is a much faster dev response to it.

[Northwind]

Well Awdz, if you - the customer - don't reply at all, the ticket auto-closes after a certain amount of time - i think it is 1 or 2 weeks. Exactly what happened after my last reply on 7th March.

Anyway - it's a closed issue now.
I just wanted to point out that Customer Service really needs some attention as Indigo's case was not singular.