This is begining to become a joke, can i please get some customer service

Started a ticket on February 9th

Had to ask for escalation to a P.S. lead on the 16th of February

Ran into some issues with the P.S lead and had to ask for a another escalation on the 20th of February

Was told by the Lead P.S on the 21st of February

"Please note, it may be another day or two before your ticket is answered in more detail "

It is now the 26th of February and still have not heard from anyone

I would love to get this issue resloved so i can continue to enjoy playing and spending money

So pretty please with sugar,sprinkles, and a cherry on top can i get some help?

Comments

  • So im geussing thats a no then?
  • Did you get a response by now? I have a similar issue with cs. ticket from 13th, escalated on 19th and no sign of life since 20th.
    As if it would not be bad enough that they don't fix their errors and mistakes unless you escalate your tickets it also takes ages to get any kind of response. And the response itself mostly seems like a canned response anyway... :(
  • WaldoMagWaldoMag ✭✭✭✭✭
    edited February 2018
    My guess is you will have to be patient . The higher you go the less people to take care of your problem. And they will be trying to handle more than just you.

    Let us know the date when they take care of you. Gives an idea how long it takes when escalated.
  • {ACE} Pasty{ACE} Pasty ✭✭✭✭
    Just curious, but what do you mean when you refer to a PS/P.S?
  • Data1001Data1001 ✭✭✭✭✭
    Just curious, but what do you mean when you refer to a PS/P.S?

    I assume he means Player Support rep, tho it's not an abbreviation I've seen used before myself..


    Could you please continue the petty bickering? I find it most intriguing.
    ~ Data, ST:TNG "Haven"
  • MbannarMbannar ✭✭✭
    edited February 2018
    SST - 9of7 wrote: »
    Did you get a response by now? I have a similar issue with cs. ticket from 13th, escalated on 19th and no sign of life since 20th.
    As if it would not be bad enough that they don't fix their errors and mistakes unless you escalate your tickets it also takes ages to get any kind of response. And the response itself mostly seems like a canned response anyway... :(

    Finally got one today, sent reply geuss we will see what happens
    WaldoMag wrote: »
    My guess is you will have to be patient . The higher you go the less people to take care of your problem. And they will be trying to handle more than just you.

    Let us know the date when they take care of you. Gives an idea how long it takes when escalated.

    Seems to be about 5-7days for each escalation

    Data1001 wrote: »
    Just curious, but what do you mean when you refer to a PS/P.S?

    I assume he means Player Support rep, tho it's not an abbreviation I've seen used before myself..

    Ya they refer to themselves in emails as P.S instead of C.S

    Player support rep, instead of customer support rep
  • {ACE} Pasty{ACE} Pasty ✭✭✭✭
    edited February 2018
    Ya they refer to themselves in emails as P.S instead of C.S

    Player support rep, instead of customer support rep


    Got it, ta. I don’t know where it comes from but I’ve always come to understand them as CS/customer service, but now that you bring it up PS may be what’s written at the bottom of the 50+ emails I’ve received from the department.
  • MbannarMbannar ✭✭✭
    edited February 2018
    But they are back pedaling like crazy on what i was told in earlier emails

    Said they were senting compensation again
    (not was i was told in earlier emails but something)

    But for the 2nd time did not acutal send it

    So wondering if i need to just go ahead bend over and prep myself
  • {ACE} Pasty{ACE} Pasty ✭✭✭✭
    Mbannar wrote: »
    But they are back pedaling like crazy on what i was told in earlier emails

    Said they were senting compensation again
    (not was i was told in earlier emails but something)

    But for the 2nd time did not acutal send it

    So wondering if i need to just go ahead bend over and prep myself

    If things are really that bad through the standard customer service channels I would suggest speaking with the contract holder for your purchase- ie Apple, Google, Steam or Facebook. But always give DB a fair chance first.
  • MbannarMbannar ✭✭✭
    edited February 2018
    Really frustrating, thought id save the one poster time and go ahead and post the hulk gif lol

    Sadly i feel more like loki then hulk when dealing with Player support

    gxuynv012gd3.gif


  • Mbannar wrote: »
    But they are back pedaling like crazy on what i was told in earlier emails

    Said they were senting compensation again
    (not was i was told in earlier emails but something)

    But for the 2nd time did not acutal send it

    So wondering if i need to just go ahead bend over and prep myself

    If things are really that bad through the standard customer service channels I would suggest speaking with the contract holder for your purchase- ie Apple, Google, Steam or Facebook. But always give DB a fair chance first.

    I will give them a chance to fix it, but if they dont i might have to

    Thanks for the advice
  •  Captain Captain ✭✭✭✭✭
    Out of curiosity, if you don’t mind my asking, what precisely is the issue?
  • MbannarMbannar ✭✭✭
    edited March 2018
    Out of curiosity, if you don’t mind my asking, what precisely is the issue?


    The ticket was for two issues

    stuck voyage,happening about ever two days now with recall button not working, never really had this happen till last update about 3 weeks ago now its constantly doing it

    And had a issue with a event vp not rewarding correctly
    (Not a image or false postive) had the same issue on december mega event
    They acknowledged the issue, sent compensation then

    The original Player support rep., wasnt reading the emails and when i tried to talk to them about event issue ingored my email and went on to talk about somthing else

    So asked for escalation

    The issue with the Lead P.S

    Was that she was going to to sent x amount of compensation by ingame mail on the voyage issue

    Never sent it

    The other issue regarding event was that they couldnt find were i was sent compensation even tho it was sent by ingame message in december and i Qoute

    "I was unable to track the same issue-type ticket with a compensation of Chronitons though.  As such, we will not be honoring it as a precedent"

    So basically calling me a liar even after i sent screen shots over a period of time

    So again i asked for escalation

    Now im talking to senior player support

    Now the issue is, wait ya ok we found were we sent compensation in december, but ummm thats not our policy reward so ummmm even tho we told you we would honor it but now we are not

    So im sending you the policy amount i Quote

    "I have now sent a new in-game message containing those Chronitons, which can be claimed at your convenience."

    And then does not even send that
    And does not even bring up the voyage compensation

    Oh and tells me that issue for voyages, only work around right now is to play more often and refresh voyage more often and to recall with am above 100

    Only issue is i extend alot , so now cant really extend and have to get on every hour and hope and pray it doesnt lock up before i run low on am

    So thats were im at right now waiting on a reply from them that i sent about 30hrs ago, no respones yet
  • MbannarMbannar ✭✭✭
    They really need to hire more support staff to cut down wait times and hopfully allow player support to actully read thru emails without just rushing thru them

    Or if they are out sourcing there player support it might be time to look at other companys
  • MbannarMbannar ✭✭✭
    edited March 2018
    The event one just did it again joy of joys

    1st stuttle win 4,000
    2nd shuttle fail
    3rd stuttle win 4,000
    4th stuttle win 800

    Opened all 4 at same time send out all four at same time

    And before any one asks no i did not use any i had allready opened

    Not like im expecting DB to do anything tho i geuss
    Last respones still hasnt been answered, send i reply Tuesday Feb 27, and still havnt heard from anyone in 3 days now

    Ticket started February 9th and its now March 1st
  •  Captain Captain ✭✭✭✭✭
    800 VP is the amount you’d get when you fail a 4k VP shuttle. Is it possible that this is what you’re seeing?
  • MbannarMbannar ✭✭✭
    800 VP is the amount you’d get when you fail a 4k VP shuttle. Is it possible that this is what you’re seeing?


    Nope the big words and the sound for winning makes hard to be confused lol
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