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Suggestion: Improve support quality, please!

Count0

Count0

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Don Roberto Roberto
I tried to contact support this evening, as I was stuck on PA Mall (for some reason, I was ctd-ing every few seconds, as soon I was trying to tp or spawn a vehicle).
I got answers in a broken English (for example "on where planet are you?"). I wasn`t sure if support lady meant "where on the planet" or "on which planet", it was actually the second one.
Also basic knowledge (like locations) should be mandatory for support. I shouldn`t have to explain what is / where is Port Atlantis Mall...
Please improve quality of support, it`s frustrating (to say the least) to deal with such things when you already have a problem in game and try to get help...
 
MikeH said:
Try creating a support ticket for increasing deposit limit, you will find out within an hour 😜
Click to expand...
It was almost instant for me lol 😂
 
I love their support!

I have to say they are super quick!
 
We have support which knows something about the game??? in my 14+ years never see that.
And yeah, rising limit for depos solved almost instantly.

Funny fact: some years ago, I firstly raised my limit to 5k usd per month. And later released MA extorting money from me with even bigger enthusiasm. So I wrote them to decrease limit back to 3k, to do not encourage myself for this broken casino trap. So they did it.

And what you think happened in a week?
My limit went to 5k again for some reason.
I wrote them, and got answer about some technical problems, and they fixed my limit back to 3k.

And in a week, what you think happened again?
 
Deepa2 said:
We have support which knows something about the game??? in my 14+ years never see that.
And yeah, rising limit for depos solved almost instantly.

Funny fact: some years ago, I firstly raised my limit to 5k usd per month. And later released MA extorting money from me with even bigger enthusiasm. So I wrote them to decrease limit back to 3k, to do not encourage myself for this broken casino trap. So they did it.

And what you think happened in a week?
My limit went to 5k again for some reason.
I wrote them, and got answer about some technical problems, and they fixed my limit back to 3k.

And in a week, what you think happened again?
Click to expand...
I am going on 15 years.

I have no idea but maybe more complex?

Sorry to hear that Deepa2
 
What, they responded with something other than "We will forward this to another department for review? Watch the news section of our website for further updates..."
 
mastermesh said:
What, they responded with something other than "We will forward this to another department for review? Watch the news section of our website for further updates..."
Click to expand...
Live support was useless, she didn`t even know what is / where is Port Atlantis Mall, she couldn`t even use proper English.
Her suggestion for my avatar being stuck was to go to another location... LOL

My support case also went unanswered.
Eventually, after cleaning some temp / cache files on my computer, checking game date in client loader and a few other operations I was able to get unstuck.
(The problem wasn`t my computer though, my wife was able to login and play without problems, but her avatar was in another location. Also I never had such problems before. Also, after getting unstuck and going to another location the game is running smoothly.)

The most important thing (and this is why I created the thread) is that support quality should improve...
 
firstly working around languages is always hard. Why you need to be precise and not waffle.


I’ve never had issue with support…

Anytime I’ve seen people moan about support, it has always been them.. (no offense)

In the originally support would you not say I am stuck on planet calypso - PA mall. Been stuck for approx. 30 minutes with constant disconnect. Pleas can you move me to another sever on calypso so I can play.
Many thanks

Like what did you even say? I’m stuck help? Basic questions get basic responses

would love to see the conversation 🤣
 
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ProActive Mango said:
If you want support go to the homepage and login and BAM, support answer within seconds. Enjoy.
Click to expand...

I know that, it`s Live support (the Chat on entropiauniverse.com), this is what I`ve tried first:
Count0 said:
Live support was useless, she didn`t even know what is / where is Port Atlantis Mall, she couldn`t even use proper English.
Her suggestion for my avatar being stuck was to go to another location... LOL

[...]
Click to expand...
After this, I submitted a support case, which remained unanswered until now.
 
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Art Jennifer said:
firstly working around languages is always hard. Why you need to be precise and not waffle.


I’ve never had issue with support…

Anytime I’ve seen people moan about support, it has always been them.. (no offense)

In the originally support would you not say I am stuck on planet calypso - PA mall. Been stuck for approx. 30 minutes with constant disconnect. Pleas can you move me to another sever on calypso so I can play.
Many thanks

Like what did you even say? I’m stuck help? Basic questions get basic responses

would love to see the conversation 🤣
Click to expand...

I tried Live support (the Chat on entropiauniverse.com), the support lady had no clue where I was or how to solve the issue, then I submitted a support case.
Here`s the one time you`re wrong, lol. Basically I wrote the same things as you suggested:

"History for support case 424892:

2023-03-14 05:06 You wrote:

Hello,
Since last evening I`m stuck in Port Atlantis.
I`m not able to use even my tp chip, the game crashes as soon as I try to tp, or to spawn a vehicle, or to run.
I tried to contact live support (Odette) but she didn`t even know where Port Atlantis was / and couldn`t even speak proper English...
Please move my avatar to another server.
Avatar: Don Roberto Roberto

Thanks."

The support case remained unanswered until now.
Yes, I mentioned in the support case the bad experience I had with Live support, for the same reason I created this thread: to improve support quality.
 
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I need $ said:
It was almost instant for me lol 😂
Click to expand...
Not for me, they took the whole weekend off and only replied on monday and increased the limit :( Meanwhile the Supportcase about Landarea 17 is Being ignored by the responsible design Team since atleast 2014
 
With 0 sarcasm either this is my experience.

If you send a ticket that is not vague, asking something or inquiring something, using the correct support path the response time is generally within the day, no matter what the issue or inquiriy is.

Some will give a copy paste reply since nothing else is needed but other times i have gotten a reply within a couple of hours and replies clearly written by a person induldging in a written response.

it is far above, way better than other mega support places tend to be these days, gl trying to get a proper response from blizzard for example. People just need to stop expecting a mega billion type of copy paste reply where workers are forced to close 1000 tickets pr day and willblanket fix dozens of tickets hoping at least 80% of them are vaguely ok fixes.

also start formulating issues instead of "it used to work, but now it does not, what gives?" and add nothing else. It is generally allowed to use braincells when sending tickets as well.

Editing in this:


Deepa2 said:
We have support which knows something about the game??? in my 14+ years never see that.
And yeah, rising limit for depos solved almost instantly.

Funny fact: some years ago, I firstly raised my limit to 5k usd per month. And later released MA extorting money from me with even bigger enthusiasm. So I wrote them to decrease limit back to 3k, to do not encourage myself for this broken casino trap. So they did it.

And what you think happened in a week?
My limit went to 5k again for some reason.
I wrote them, and got answer about some technical problems, and they fixed my limit back to 3k.

And in a week, what you think happened again?
Click to expand...

I recall having asked the same so you made me go have a looksie, and mine too is reset to 30k, however for crypto i've asked them to increase it, and that has not reset down again... So while responses are accurate and rapid and "good" for me this too is just one of those

mindark still do be mindark it seems, just another "- trust" thing to add to the pile :p
 
Last edited:
Thank you for contactig us.

Unfortunately this is not something that we can assist you with.

We will however forward your inquiry to the team responsible for further investigation.
Click to expand...

They must have a massive investigation team :)
 
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