Thing is, to each his job.
David is not a member of the CS.
I’m not sure he is so overjoyed anymore being a Community Manager for MPQ and D3.
Is CS even handled by D3? Or is it demiurge who does it?
Part of managing a community is helping with it’s problems. His job might not be to sit down and look at helpdesk tickets, but it definitely is to make sure they’re being handled efficiently/punctiliously.
Also, through some exchanges I’ve had with him, they level of disdain and negativity on the forums hasn’t gotten to him yet. Yet. 
The money that D3 earns from the game can easily be used to get a better support ticketing system.
extremely bad. we are just talking to a dead horse
http://www.demiurgestudios.com/
check their site and the last update is … oct 14… communication?
Those companies working on Android and mobile apps are just motivated by quick cash (some expect to be bought by bigger companies for billions, or enter the Stock Exchange to get billons too).
Lots of apps don’t make any money, it’s just a gamble.
D3 created a gold mine with MPQ, but instead of thinking of a long term strategy, and make tons of cash in the long run, they were just working on “stats” so as to brag about their success on the Internet.
Demiurge/D3 were inexistant before MPQ. If they fail with MPQ, they will return to silence.
Even if they favour noobs now, it is quite unlikely they make wonders with them. Newcomers are not dumber than we are. I doubt they enjoy so much buying crappy packs (once bitten, twice shy).
Current veterans had the best experience of MPQ in the last year, it won’t happen again for newcomers.
Many veterans left the game, and more to come… Not sure that is the best strategy.
Since they seemed to “test” everything strategywise, they just gamble their future.
Actually D3 has been around for over 20 years and published the first Puzzle Quest game 8 years ago. It was hugely popular and awesome. So good I bought it on 3 platforms so I could always play it no matter where I was.
Demiurge has been around for over a decade and has worked on games like BioShock, Borderlands, and Mass Effect.
So while I generally agree that this game has problems, I don’t think it’s going to make or break either company.
It is totally wrong for any business model. look at angry bird , look at candy crush the most profitable business model is brand creation, which mpq is not there. Do you know what is price earning ratio? Listing stocks and sell shares with a good P/E is much much better than small money from such player base
You’re absolutely right. I should have added “inexistant in the Mobile App business”. If you look at the list of what they published, it’s all on consoles mostly.
So, could that explain why they are so bad in the Mobile App industry ?
Of course.
But remember Zynga… They were one of the biggest thanks to Facebook support. They collapsed, but couldn’t explain why.
It seems that Clash of Clans is the biggest game now. Never played it so I can’t tell why they are so successful.
Zynga collapsed because Facebook realized that it had no future being purely a Zynga platform, as constant game spam was alienating users. Smart companies realized that having one addictive game that everyone was playing was more effective than having multiple games that fractured crowds were playing. Further, other companies copied Zynga’s model of pirating everything and mostly getting away with it.
“…responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue.”
The OP appears to have been waiting for 4-5 days for D3 to respond, not a single day like in your imaginary scenario above.
What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?
[/quote]
Now that the weekend is over (since D3/demiurge doesn’t work on weekends or holidays), I sincerely hope David answers my question about how tickets work:
What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?
Given how he worded himself, I would assume that is a yes, whether that is stupid or not is another question.
And I would add: how long should one go without hearing a response before submitting another ticket?
I’m entering week 3 with no response after the initial email.
If you haven’t even gotten the automated message, I would double check where you sent it and send another one as soon as possible.
I got the automated message and a response a few days later (on 12/24) saying they were looking into it. I haven’t received anything since.
Good idea to check to see where the original was sent, but if they did receive it, then why bother to follow up? HiFi said that following up will just put you at the back of the line, which is absurd.
Wow, that’s pretty awful to be waiting so long. I wrote this in another thread where people haven’t heard back from D3 after sending in useless tickets:
Search for these users on this forum and email them direct. Refer them to this thread and explain you’ve been waiting for 3+ weeks now.
David [Hi-Fi] Moore
Demiurge_Kabir
Demiurge_Miles
Demiurge_Will
Post on D3/Demiurges social media sites: Facebook, Twitter and anywhere else. Let everyone on social media see that Demiurge/D3 has failed to address your problem for weeks. You need to light a fire under their behind to get some action or attention to your problem.
I will not assume anything since his post gave an example of someone following up 1 day after sending in a ticket. People are now waiting for 3+ weeks about various issues and haven’t heard a damn thing. Is it worth it for these people to send follow up emails or not!? Are these people being tossed to the back of the line? I’d like to know if their customer service system is even more screwed up than we thought.
I see David posting on this forum today on various other topics. Hopefully he’ll get around to viewing this one also and help these people out… and answer our questions.
The best people to get a hold of are IceIX and David/HiFi. Give them your ticket number and let him know what’s going on.