Hi-Fi stepped up huge and helped get the situation resolved. I got my covers and a token (actually three) of their appreciation because of the delay. It’s still unfortunate that we have to go through the forum to get these issues resolved. But, I’m happy they were able to take care of the problem.
Glad the issue was answered and resolved, but big questions remain about their ticket system and how they perform “customer service”.
I’m just going to instruct people to email the forum mods direct.
Ok, I’ve PMed David Moore. Not quite sure how the PM system works since it just shows the PM in my outbox and not in my “sent messages” box. Does that just mean it hasn’t been read yet or am I failing at PMing?
Yes and no. It isn’t as cut and dry as you are assuming. There is still a record of when the ticket first came in and CS will do sweeps to check on older tickets that are awaiting resolution.
There are many different types of issues that require different responses. So some can be taken care of very quickly, others need thorough investigation by the developers and can take longer.
Unfortunately, due to a few factors happening at the same time - less staff on over the holidays and a new hire coming on the job - a backlog built up of tickets that are awaiting investigation by the developers. Demiurge is working through those tickets as quickly as they can.
That won’t help. The mods will simply message me and I’ll need to message that player back, etc. adding more delay. People who have been waiting a longer than normal time can message me directly and I’ll look into it.
We use a well-known and fairly robust ticket system called Zendesk. The system is used by a number of other game publishers/developers. Every system has its quirks though and we are always looking into improving where we can.
Waiting too long to have your issues fixed is no fun at all. We apologize for the delays with Customer Service some have experienced through the holiday season. We’re working on a few time and staff upgrades behind-the-scenes which we hope will prevent long delays in the future!
I think it stays in your outbox until the recipient next signs on.
Not just until they sign on, but until they read the message. (I think.)
This is correct.