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Question: What to do when support wont reply?

GAMBLE

GAMBLE

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No Remorse
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stuart GAMBLE gamble
I have a support case that has been open for 3 weeks now and not even a reply on it.
My Leviathan mission seems to be gone from my mission list and MA wont even tell me what has happened to the mission. I have contacted them two more times to try and get some sort of reply and they still wont send me anything back.

What is the next steps to get some sort of reply from them ?


 
Last edited:
Post something new in it every day. Create a new support case referencing the old support case and then ask why it hasn't been responded to.... etc etc etc

We are the customers... never forget that.
 
GAMBLE said:
I have a support case that has been open for 3 weeks now and not even a reply on it.
My Leviathan mission seems to be gone from my mission list and MA wont even tell me what has happened to the mission. I have contacted them two more times to try and get some sort of reply and they still wont send me anything back.

What is the next steps to get some sort of reply from them ?
Click to expand...

Rage quit?

Lost points on feffox chain, at least they had the decency to close my case after shrugging me off.
 
Sissi said:
Rage quit?

Lost points on feffox chain, at least they had the decency to close my case after shrugging me off.
Click to expand...

No point point in rage quit I just want to know what has happened to it its not that hard for them to look and check but I guess they really do not care and also do not care if players stay or go.... Hey it may be that they want all to quit
 
Write at their facebook page your problem and how long support didn't answered. They don't like comments about how their support are slow (but it is literally) and you will get fast answer by them. At least it was in my situation when i filled support case. Waited for 1 week and only after publicizing it at facebook my problem was solved in 5 minutes.
Who said that miracles don't happen :)
And this is the only way to make them act faster- publicize.
 
nin33ch said:
Write at their facebook page your problem and how long support didn't answered. They don't like comments about how their support are slow (but it is literally) and you will get fast answer by them. At least it was in my situation when i filled support case. Waited for 1 week and only after publicizing it at facebook my problem was solved in 5 minutes.
Who said that miracles don't happen :)
And this is the only way to make them act faster- publicize.
Click to expand...

thank you for that information may give it a try, It really should not have to go that far to get a simple answer from them :rolleyes:
 
yep... add a new support ticket referring to the old one every day until it's resolved, and at the same time post each day in this and similar forums, twitter, youtube, facebook, etc. Be sure to include the urls to every negative posting on a forum that you do inside of the support tickets themselves so that they are aware of all of that.
 
GAMBLE said:
thank you for that information may give it a try, It really should not have to go that far to get a simple answer from them :rolleyes:
Click to expand...
i think you should go for it. it's not far, only facebook, but showing by more and more players how things are bad with MA support maybe will lead us to some improvements..
like MA hiring another Indian guy (so there will be 2 persons in total support collective) so we can get like double faster responses for our cases.
 
GAMBLE said:
I have a support case that has been open for 3 weeks now and not even a reply on it.
My Leviathan mission seems to be gone from my mission list and MA wont even tell me what has happened to the mission. I have contacted them two more times to try and get some sort of reply and they still wont send me anything back.

What is the next steps to get some sort of reply from them ?
Click to expand...

They should be able to check from their logs if you abandonned the mission by accident. If a case is open it will show up on a report so sooner or later it will get an answer I presume? :scratch2:

What stage were you at when it disappeared?

Just try and stay polite when asking for an update.
 
" been open for 3 weeks" Only 3 weeeks.
many players have been waiting a long time, my personal best is that I had to wait for 10 months ... So having to wait for support for a long time is more like a standard.
 
GAMBLE said:
No point point in rage quit I just want to know what has happened to it its not that hard for them to look and check but I guess they really do not care and also do not care if players stay or go.... Hey it may be that they want all to quit
Click to expand...


Sorry, just wanted to make a funny reference, not to be taken seriously.

I would definitely not post on facebook, as suggested below. These things do make me wonder what kind of database they have at Mindark.
 
valentin said:
" been open for 3 weeks" Only 3 weeeks.
many players have been waiting a long time, my personal best is that I had to wait for 10 months ... So having to wait for support for a long time is more like a standard.
Click to expand...

And you accept with this standart?
If everyone accept things like it is, MA will think.. ohh it's okay, we have a great support, no one complaining about it..
and so it will be like this forever.. game is improving little by little, but i can tell what scare away new players for playing this game further- slow support and millennium taking withdrawal times.
 
valentin said:
" been open for 3 weeks" Only 3 weeeks.
many players have been waiting a long time, my personal best is that I had to wait for 10 months ... So having to wait for support for a long time is more like a standard.
Click to expand...

I have support cases that have been open longer and are still active like im sure many do....

I have been nice and just asked for a follow up each week but no reply.

was on The Supreme Leviathan Slayer mission.
 
Image added to first post of support chat
 
Contact your planet partner, they can escalate these support cases so MA does something about them.
 
Gamble, firstly, is it possible that you abandoned the mission by mistake?
I know I've occasionally hit the 'Abandon' button before when intending to hit the 'Track' one, though thankfully caught myself with the mouse hovering over the Confirm before cliking it.

Next, when looking to re-add it, are you only looking on the new Iron Mission terminals, or on the Admiral Herman Ahab NPC at Ft Cayuze - because I see that's where the lower level Leviathan Fighter missions still are.

Finally, looking at your support ticket in the first post, I guess one thing I'd note would be the lack of detail included in it.
When you're working in customer support, it really helps if the customer is specific about details - not just expects you to have to dig around and find out for them. Typically, the more investigation required, the slower the support response.

So, things I'd include in this instance would be:
1. When you first noticed the mission was missing
2. If you can definitely rule out that the mission was abandoned by you
3. What points you might have already reached on the mission (an estimate would suffice).
4. Details of how you have tried to re-acquire the mission:
- NPC used
- screenshot of NPC response/interaction (if any)
5. Impact statement - ie some indication of the level of importance, or how it is impacting on you. (eg "this is preventing me from xyz)
and finally 6. A call-to-action (every support case should have one) - ie what, specifically, you want Support to do for you.

In regard to some of the other suggestions posted above, I'll just comment:
"You catch more flies with honey than you do with vinegar"

Most customer service staff that I've encountered will go well out of their way to help you if you're not just reasonably polite, but if you acknowledge and treat them like human beings who are just trying to do their job.
Working in customer service is generally not a pleasant job.
99.9% of contacts are complaints - after all, people don't lodge support cases when things go right, do they?
Be that ray of sunshine in their crappy day, and you'll usually get a much better response than if you're (or perceived to be) rude or demanding.
 
Make a phone call.

I tell this time after time to people in various situations: Make a phone call.

Email is nice and all, but nothing beats a phone call.
 
Unfortunately, I must confirm that the support team respond to the technical questions for very long. Council to make a phone call does not suit me, because I'm not very good in spoken English, and of course do not speak Swedish. But yes, support now works a lot worse than it was even last year, I modestly silent about time 2-3 years ago (was better!).

I have 2 SC open, both not resolved (answered, yes, in 1-3 weeks from creating). One is easy, and can be resolved in 5-10 min, as I think. In easiest answer is 'bla-bla-bla, we delivered your case to responsible team...' read: trash can :)
Oldest and hardest is started at 2014-07-09. Easiest is sterted 2014-09-07. 3 SC about messages from the Shops are closed. :mad:

In general, I'll deal with that, but knowing that in EU there is no place to wait for help from support (or waiting too long) - unpleasant. :(
 
Serica said:
Gamble, firstly, is it possible that you abandoned the mission by mistake?
I know I've occasionally hit the 'Abandon' button before when intending to hit the 'Track' one, though thankfully caught myself with the mouse hovering over the Confirm before cliking it.

Next, when looking to re-add it, are you only looking on the new Iron Mission terminals, or on the Admiral Herman Ahab NPC at Ft Cayuze - because I see that's where the lower level Leviathan Fighter missions still are.

Finally, looking at your support ticket in the first post, I guess one thing I'd note would be the lack of detail included in it.
When you're working in customer support, it really helps if the customer is specific about details - not just expects you to have to dig around and find out for them. Typically, the more investigation required, the slower the support response.

So, things I'd include in this instance would be:
1. When you first noticed the mission was missing
2. If you can definitely rule out that the mission was abandoned by you
3. What points you might have already reached on the mission (an estimate would suffice).
4. Details of how you have tried to re-acquire the mission:
- NPC used
- screenshot of NPC response/interaction (if any)
5. Impact statement - ie some indication of the level of importance, or how it is impacting on you. (eg "this is preventing me from xyz)
and finally 6. A call-to-action (every support case should have one) - ie what, specifically, you want Support to do for you.

In regard to some of the other suggestions posted above, I'll just comment:
"You catch more flies with honey than you do with vinegar"

Most customer service staff that I've encountered will go well out of their way to help you if you're not just reasonably polite, but if you acknowledge and treat them like human beings who are just trying to do their job.
Working in customer service is generally not a pleasant job.
99.9% of contacts are complaints - after all, people don't lodge support cases when things go right, do they?
Be that ray of sunshine in their crappy day, and you'll usually get a much better response than if you're (or perceived to be) rude or demanding.
Click to expand...

I would say I provided enough details asking them if the mission had been removed. It was stated when the incident had happened as they ask you when submitting the case time and date at bottom of case. I now have the mission back but not by visiting the terminal but by speaking to Admiral Herman Ahab, Who I tried to talk to the other week and got no interaction. I could not rule out I did not abandon the mission and I am sure They could have looked and let me know if this was the case.

Support are called Support for a reason they are supposed to help with problems in the game. The fact they do not reply makes me wonder.

+ rep to you for making me go back and try the NPC again as it worked this time.
 
support is a joke

I get the feeling its a bunch of 12 year olds

2014-10-08 11:34 You wrote:


hello


Since ive came back after 2 years break, ive deposited a decent amount of euros but all ive been getting is low returns.
Ive never in all my years of playing looted anything decent, my best UL item are Gremlin foot guards worth about 80 peds, I have never made a discovery, i have never made a withdrawal, yet still, my returns are ridiculously low.
Does this sound fair to you, and do you think, that you will be able to retain me playing for much longer?

I realy shouldnt be bothering myself this much about all this, cause clearly ill be on the losing side for ever, as i see many players with less time and money put in this game are getting better results.

Well sorry for taking your time to read all this, but im just saddened to see im really not getting back the value for my money, ill just reduce my playtime and be depositing 10 euros per month instead of 1000 euros, as im tired of paying for others people winnings wich they later withdraw.

best regards


after some 10 days, still no reply so i sent them another message:

2014-10-19 12:21 You wrote:


OK i get it, if you are unwilling to respond to a support case from a customer, that is willing to spend cash on your game, I cant really expect from you to show any help regarding my extremely poor returns.

No more deposits.

Close this support case and thank you for all the "help" you provided.

best regards

after 1 month they bother to reply like this:

2014-11-20 11:37 Entropia Universe Support:


Hi Avenger,

That is not at all what was going on but fair enough if that is what you want to accuse us of while we are working for you then fair enough.

Feel free to contact us should you need assistance.

Kind regards,
Ulf | Entropia Universe Support

Yes dear support, im accusing you, of treating your customers like shit, the time stamps on my support cases prove it, so dont you fucking try and turn things so it makes me look like i did something wrong.

Decision is quite simple, no more deposits, its clear my avatar is rigged to fuck.

The funny thing is, I have better returns in every online casino i play at.
 
nin33ch said:
And you accept with this standart?
If everyone accept things like it is, MA will think.. ohh it's okay, we have a great support, no one complaining about it..
and so it will be like this forever.. game is improving little by little, but i can tell what scare away new players for playing this game further- slow support and millennium taking withdrawal times.
Click to expand...

Oh come on... millennium withdrawal times? When I deposit, money is withdrawn from my account INSTANTLY.
 
Majstorex said:
I get the feeling its a bunch of 12 year olds

2014-10-08 11:34 You wrote:


hello


Since ive came back after 2 years break, ive deposited a decent amount of euros but all ive been getting is low returns.
Ive never in all my years of playing looted anything decent, my best UL item are Gremlin foot guards worth about 80 peds, I have never made a discovery, i have never made a withdrawal, yet still, my returns are ridiculously low.
Does this sound fair to you, and do you think, that you will be able to retain me playing for much longer?

I realy shouldnt be bothering myself this much about all this, cause clearly ill be on the losing side for ever, as i see many players with less time and money put in this game are getting better results.

Well sorry for taking your time to read all this, but im just saddened to see im really not getting back the value for my money, ill just reduce my playtime and be depositing 10 euros per month instead of 1000 euros, as im tired of paying for others people winnings wich they later withdraw.

best regards


after some 10 days, still no reply so i sent them another message:

2014-10-19 12:21 You wrote:


OK i get it, if you are unwilling to respond to a support case from a customer, that is willing to spend cash on your game, I cant really expect from you to show any help regarding my extremely poor returns.

No more deposits.

Close this support case and thank you for all the "help" you provided.

best regards

after 1 month they bother to reply like this:

2014-11-20 11:37 Entropia Universe Support:


Hi Avenger,

That is not at all what was going on but fair enough if that is what you want to accuse us of while we are working for you then fair enough.

Feel free to contact us should you need assistance.

Kind regards,
Ulf | Entropia Universe Support

Yes dear support, im accusing you, of treating your customers like shit, the time stamps on my support cases prove it, so dont you fucking try and turn things so it makes me look like i did something wrong.

Decision is quite simple, no more deposits, its clear my avatar is rigged to fuck.

The funny thing is, I have better returns in every online casino i play at.
Click to expand...



:D i read the whole post but misread the first part, i thought the 12 year old is the guy who wrote the support case and you got your hands on it somehow.

Now i discover it was you.

What was the point of your support case? What did your need support with? As for me it is just another "my loot is so bad, but i put money into the game, now give me good loots!!" thread.
You know EU is MMORPG with real cash economy where everyone has equal chances, just like you can win jackpot in casino for newcomer freespins it is same in the game. Depositing doesnt make you get better loots, otherwise it wouldnt be free to play game.
And tbh looking at your stats i doubt you are putting in 1000EUR a month, or if you are you are clearly doing something wrong, maybe you should get yourself a mentor who can tell you what to do. I for example can sure teach you how to use 1000eur a month so you get minimum 1 1k+ loot each month (yeah it is highly risky, but if you want big wins you should be ready to also lose)
 
Majstorex said:
2014-11-20 11:37 Entropia Universe Support:

Hi Avenger,

That is not at all what was going on but fair enough if that is what you want to accuse us of while we are working for you then fair enough.

Feel free to contact us should you need assistance.

Kind regards,
Ulf | Entropia Universe Support
Click to expand...

Ive had my own interactions with Ulf and I am not impressed with him. He is rude, confrontational, arrogant, unapologetic, and completely lacks the ability to empathize with player's issues much less apologize to the players.

His reply to you reads as defensive, sarcastic, and arrogant.

He clearly views customers as annoying bitchy objects that he has to tolerate every day at work. Ulf has cost MindArk more money then they will ever know.
 
Majstorex said:
I get the feeling its a bunch of 12 year olds

2014-10-08 11:34 You wrote:


hello


Since ive came back after 2 years break, ive deposited a decent amount of euros but all ive been getting is low returns.
Ive never in all my years of playing looted anything decent, my best UL item are Gremlin foot guards worth about 80 peds, I have never made a discovery, i have never made a withdrawal, yet still, my returns are ridiculously low.
Does this sound fair to you, and do you think, that you will be able to retain me playing for much longer?

I realy shouldnt be bothering myself this much about all this, cause clearly ill be on the losing side for ever, as i see many players with less time and money put in this game are getting better results.

Well sorry for taking your time to read all this, but im just saddened to see im really not getting back the value for my money, ill just reduce my playtime and be depositing 10 euros per month instead of 1000 euros, as im tired of paying for others people winnings wich they later withdraw.

best regards


after some 10 days, still no reply so i sent them another message:

2014-10-19 12:21 You wrote:


OK i get it, if you are unwilling to respond to a support case from a customer, that is willing to spend cash on your game, I cant really expect from you to show any help regarding my extremely poor returns.

No more deposits.

Close this support case and thank you for all the "help" you provided.

best regards

after 1 month they bother to reply like this:

2014-11-20 11:37 Entropia Universe Support:


Hi Avenger,

That is not at all what was going on but fair enough if that is what you want to accuse us of while we are working for you then fair enough.

Feel free to contact us should you need assistance.

Kind regards,
Ulf | Entropia Universe Support

Yes dear support, im accusing you, of treating your customers like shit, the time stamps on my support cases prove it, so dont you fucking try and turn things so it makes me look like i did something wrong.

Decision is quite simple, no more deposits, its clear my avatar is rigged to fuck.

The funny thing is, I have better returns in every online casino i play at.
Click to expand...

Its people like u who give yourself a false sense of entitlement and think that every MA employer gets his wage from what u deposit . I hope u deposit enough :eyecrazy:

My 2 ongoing support cases which are costing me peds every day, i got my first response after 25 days and i replied with all details and am waiting for the next reply in 25 days time (hopefully).

Did i tell them to fuck off ?? Yea right, like that would solve anything.

Did i make a drama over the forums or otherwise over it?? Let me know if it helps u cause then perhaps it might be worth a try..lol ..

The point being and this is my understanding is that when any issue affects a person (1-2 people and not a group) which does not prevent him from playing, that support case gets a low priority and since they have a huge workload it takes time getting to it.

Yes, i can make there life hell along with mine and most of the pcf users by venting myself OR i could just enjoy my life and have patience.

Get a hobby outside EU. Will help a lot. :)
 
Divinity said:
Its people like u who give yourself a false sense of entitlement and think that every MA employer gets his wage from what u deposit . I hope u deposit enough :eyecrazy:

My 2 ongoing support cases which are costing me peds every day, i got my first response after 25 days and i replied with all details and am waiting for the next reply in 25 days time (hopefully).

Did i tell them to fuck off ?? Yea right, like that would solve anything.

Did i make a drama over the forums or otherwise over it?? Let me know if it helps u cause then perhaps it might be worth a try..lol ..

The point being and this is my understanding is that when any issue affects a person (1-2 people and not a group) which does not prevent him from playing, that support case gets a low priority and since they have a huge workload it takes time getting to it.

Yes, i can make there life hell along with mine and most of the pcf users by venting myself OR i could just enjoy my life and have patience.

Get a hobby outside EU. Will help a lot. :)
Click to expand...

Divinity I disagree with you 100% because you are looking at this the wrong way. If a customer has a frustration about a product that he is paying for, then he has every right to communicate with the company that provided that product and express his concerns, even if they are unfounded. Furthermore, up to a point, he has every right to show frustration and vent, after all, he is the customer.

The burden of responsibility for maintaining professionalism falls onto the company and not the customer.

As long as the customer is not being abusive, (swearing a little is not being abusive) then its completely reasonable to expect that the company respond in a timely fashion and in a professional way.

In MindArk's case, for any player that ever submits a support case, those support representatives are the face of MindArk.. they ARE MindArk. There are no official channels to escalate things beyond support. Support is all that there is.

If MindArk support had responded in a timely fashion, or even professionally, then he never would have decided to vent on the forum.
 
HardWrath said:
Divinity I disagree with you 100% because you are looking at this the wrong way. If a customer has a frustration about a product that he is paying for, then he has every right to communicate with the company that provided that product and express his concerns, even if they are unfounded. Furthermore, up to a point, he has every right to show frustration and vent, after all, he is the customer.

The burden of responsibility for maintaining professionalism falls onto the company and not the customer.

As long as the customer is not being abusive, (swearing a little is not being abusive) then its completely reasonable to expect that the company respond in a timely fashion and in a professional way.

In MindArk's case, for any player that ever submits a support case, those support representatives are the face of MindArk.. they ARE MindArk. There are no official channels to escalate things beyond support. Support is all that there is.
Click to expand...

At the end of the day this is a game and support does answer (albeit after long durations at times) . True that they can add more people and more costs but in a perfect world they would have better clientele too then they have at the moment. They need to watch costs and yes hiring a big support team ( locally) will cost them a lot.

You are going by your experience with Ulf, I am by mine. I find the responses now a bit less copy paste and more on a personal level and more to the point. He has never been discourteous because i have never been rude either. You get what you give and the person who wrote the support case sounded more like the 12 year old then the support guy in this case.
 
Divinity said:
At the end of the day this is a game and support does answer (albeit after long durations at times) . True that they can add more people and more costs but in a perfect world they would have better clientele too then they have at the moment. They need to watch costs and yes hiring a big support team ( locally) will cost them a lot.
Click to expand...

Im not sure that adding more people is the solution. Processes need to be reviewed. If there is an outstanding support case that reaches a certain age, the system they use should be alerting them so things cant fall through the cracks. Depositing players and players with accounts over a certain value should be given priority to an extent.

Moreover, a lot of the issues that we see strike me as a training issue. Lets not forget that the Mexico support center was just closed down and they brought support back home to Sweden. These people handling support may not have been provided sufficient training. They may lack the customer service tools needed to disarm angry customers.

Divinity said:
You are going by your experience with Ulf, I am by mine. I find the responses now a bit less copy paste and more on a personal level and more to the point. He has never been discourteous because i have never been rude either.
Click to expand...

You are right, they seem to have finally gotten rid of the copy and paste answers that have caused so many problems over the years.

Divinity said:
You get what you give and the person who wrote the support case sounded more like the 12 year old then the support guy in this case.
Click to expand...

It doesnt matter. It does not matter. This is the nature of a customer service job, dealing with people who are confrontational, whiny, bitchy, people who cant/wont express themselves in ways that you would like. Thats the reality of the customer service world. No one held a gun to their head and forced them to be customer service representatives. The people in support chose that profession, as a result, its their job to deescalate and diffuse problems without getting defensive and sarcastic. Its their job to apologize and empathize and give customers that warm fuzzy feeling so they keep spending money. Its their job to resolve problems.

Its not an easy job, its their job, and they voluntarily chose it. If they hate it, then its time to move on.
 
Last edited:
HardWrath said:
Divinity I disagree with you 100% because you are looking at this the wrong way. If a customer has a frustration about a product that he is paying for, then he has every right to communicate with the company that provided that product and express his concerns, even if they are unfounded. Furthermore, up to a point, he has every right to show frustration and vent, after all, he is the customer.

The burden of responsibility for maintaining professionalism falls onto the company and not the customer.

As long as the customer is not being abusive, (swearing a little is not being abusive) then its completely reasonable to expect that the company respond in a timely fashion and in a professional way.

In MindArk's case, for any player that ever submits a support case, those support representatives are the face of MindArk.. they ARE MindArk. There are no official channels to escalate things beyond support. Support is all that there is.

If MindArk support had responded in a timely fashion, or even professionally, then he never would have decided to vent on the forum.
Click to expand...

I think MA could have responded to the first post of Majstorex with Copy paste answer :Loot is dynamic.

They did more they wrote personal support reply.

About ULF being arrogant etc etc, in this case i think Majstorex is the arrogant one, who thinks his deposits mean he should have some kind of advatantage in average loot returns.
I wouldnt blame Ulf if there are ppl who write their support cases like that. I have written i think 15 support cases over my years of playing and not a single respone to me has been rude. (even though my noob probleem support cases look pretty silly to me now)
 
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