I just wanted to compare notes with other players about their CS experience. I have no ringing endorsements to give.
Has anyone been successful escalating to a manager, or even getting a non-template response? Please share, if you would. I always go with: try to remain civil, never use profanity, keep the ask reasonable. So far, I’ve had no success.
EDIT: So my situation is I’ve abandoned Steam, and wanted my stuff on mobile (70+ slots, some maxed 3s and 4s). The first reply established they could not merge accounts and no FB integration was planned for Steam.
Me: OK. Could we sandbox my Steam account and add digital goods to mobile?
CS: No, we cannot merge accounts.
Me: I’m not asking to merge accounts. Just want the stuff I paid for on mobile.
CS: No, we cannot merge accounts.
Me: OK. This is disappointing. What CAN you do? Can I get tokens?
CS: No. We cannot merge accounts.
Me: OK. Got that. What can you do to compensate customers?
I’m on the 8th reopen of the ticket. To their credit, responses are fairly quick. To not their credit, 3 of their responses are copy/paste.
I’ve had dealings with CS few times and am very satisfied so far.
When the game got upgraded from beta couple years back and they switched the Rainbow boost from costing ISO to HP, I didn’t notice the change so I spent around 200 HP for the boosts (was using them regularly). I wrote to them asking if i could get the HP back and they credited me the HP.
I have asked for instructions for transfering the saved game when I swithed phones, which they provided in detail, and also once I mistakenly reverted my game to a save that was done few months prior, which they rolled back to my then current save.
And, all this was replied and done pretty swiftly, 15 mins - 1 hour max.
So, great experience with CS so far, hopefully will remain that way.
I needed an inactive player booted from the alliance for a boss event… they did it in 15 minutes.
now with them screwing over steam users and trying to get my account moved to mobile, not only have I gotten no good answer, they were taking 3 days between responses.
it’s clear that they just don’t give a crap about steam users at all. It’s really a shame, but what ever, I can find some other company to give my $10 a month to instead of renewing VIP if they don’t want to move me to mobile. No way at all I continue to pay for VIP (which I never felt was worth it I was just buying to support them) that costs the same as mobile but has a vastly inferior VIP service in comparison.
I’ve had mostly decent experiences with CS although my last interaction with them was beyond frustrating. It became very apparent right away that no one was reading what I was writing and were just sending copy/paste responses that weren’t at all applicable to my actual issue. In their last response they even had the gall to tell me that despite not having a record of my last VIP purchase even after I attached the google play receipt that I could go and buy a 1.99 package to enable the feature that skips the ads.
Customer service has saved me from my own dumbass self on multiple occasions. On that front, I have nothing but positive things to say about them.
They’ve come through on a couple other occasions when I contacted them as part of a forlorn hope with an issue and they said ‘sure, no problem.’
That said, I’ve had my share of frustrations, too, but the more I deal with them and see them make things right when the issue arose because the user made a stupid, the more I think my frustrations are more with the business model than with customer service.
They’ve picked me up so many times when they were under no obligation to that I’m finding it harder to fault them for not intervening with legitimate (if frustrating) results that arise from how the game works.
Am I? I’m not asking for my roster slots, characters, HP or ISO; well, not since the 3rd email where it was clear “merge accounts” wasn’t limited to cross platform/device play
. I never asked for a $$ refund. I get that they aren’t willing to merge accounts. My question is: What are they authorized or willing to do? I put myself through school doing CS. You might not be able to give what people are asking, but you can give something.
And yes, I understand what compensation means. My decision to abandon Steam is based entirely on D3’s decision to do the same. The disparity between platforms was always bad, but now with intercepts? If D3 isn’t willing to merge accounts and isn’t willing to have support parity between platforms, they should be prepared to offer some form of compensation.
Since you had their template response verbatim, I’m guessing you’ve been through this before and decided this was satisfactory? I’m surprised–and not quite willing to resign this yet–but I am glad for a counter view.
They’ve been rather slow but both times things eventually got resolved. The first time they helped my dumb ass self restore my game after it got wiped. The second time they got me a cover back which somehow didn’t show up after winning it in progression. All in all I’m happy with them.
I’ve contacted customer service three times over the course of my 1,100 days, and I’ve had resolution within three business days - they’ve been good to me so far knock on wood.
was merely pointing out that these polls don’t allow for more possibilities
such as “how did you champion your 5 star”?
wouldn’t it be good to also know how many don’t even have a championed 5-star?
You’re effectively asking two questions in one, if you add the “no contact with CS option”.
(1) Have you had to contact CS or not?
(2) If you did contact CS, what was your experience with them?
The OP doesn’t want to know the percentages of players who have or haven’t needed to contact CS. If you throw them into the same poll, you’re changing your percentages, which will make the overall figures for CS satisfaction/dissatisfaction proportionately smaller. Sure, you can work out your actual percentages of CS satisfaction with the raw numbers, if you throw in the extra question, but I doubt most people will be bothered to figure that out.
Dear sweet mother of God. If there are only 2 reps that almost completely justifies copy/paste responses. So it’s a dismal grind for both customers and our support.
