Terrible Customer Service

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4 comments

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    WB Gamer
    Hey Rememberpogs,

    I apologise that you are unhappy with the Customer Support system. If you have any suggestions on how your experience could of been improved, I will be sure to pass them to the team.

    Thank you so much for your time!

    Moved to Bugs and Feedback
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    WB Gamer
    I think it’s responses like that that makes it so bad every time I’ve submitted a ticket because of a problem I had all I get is that you are sorry that it happened and you will pass it on it doesn’t get fixed and no sort of compensation for my losses I’ve stoped submitting tickets solely because I know nothing will get done about it cuz like rememberprogs said it is useless and just a waste of time and energy
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    WB Gamer

    Yeah it's the generic "I'm sorry but..." responses that are annoying.  It also sucks the gold payouts for issues has been so unbalanced.  Some people get decent payouts while most get little to nothing.

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    WB Gamer

    I would be careful about conflating customer service with any specific, tangible outcome. Good or bad, customer service is about the interaction, not whether you get 1M gold, or 80k gold or even no gold at all. As an anecdote, after the merge we had one of our members who was unable to login get zeroed. I sent a ticket providing details about the attack since they couldn't get battle reports. I didn't receive any sort of compensation even though I had numerous troops wounded in the fight and they really couldn't tell me anything about anything else going on. But I would consider that a positive interaction because of how the exchange went. The CSR was polite, conscientuous and set and met expectations. Similarly I've had what I've considered poor customer service even when it was accompanied by gold. In that case I had an issue cancelling a rally. It was outside the 30s to 1m time period, but I kept getting "Invalid March." But the conversation basically came off as though the CSR thought I was making things up to scam gold and they begrudged it. I will say a number of conversations I've had regarding technical issues are disappointing. I always put in the ticket details like which version of the game I'm running, which version of Android, what network I'm currently on, etc. and getting an email back that has "upgrade your game" is a little annoying. However I find that pretty expected when dealing with Tier 1 support. I've done tech support before and I understand how it goes.

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