A support staff gone ghost

[Jdawg]

Well I’ve spent enough on this game and more than 4 of my last tickets have gone by with no reply. Ones where content was never delivered.

And now...

An officer in our clan can’t access his account for over 4 days and he’s posted numerous tickets to get their attention linked to a technical issue. He has tried just about everything and the support staff don’t seem to even acknowledge the fact that they have received his tickets.

My simple question is why spend on a game when your account can disappear tomorrow and the support go ghost?

Even EA who openly rob their fans reply via their ticket system.

If some one in nodding frog sees this. Do your damn job man!!! Iron Maiden isn’t about screwing over the fans.

[Bubblegum Boots]

Happened to me as well.

Last year with all the server issues going on, I received an error that the game couldn't contact the server and it froze. Since then it will not login--login page just goes on for eternity. Happens on every device I try. I started a new account to see if it was the game or my account, and the new account works fine. When I try to load the old account it gets stuck and I actually have Uninstall the game and reinstall it to get it to work with the new account.

I put in 3 tickets to support and never received any help. Luckily I didn't spend a lot of money on the game, but I hesitate to spend any more since they can't protect my investment.

[Brickster]

And when we start to call them out, all we get from Ceeg is: contact me through a DM.
Nice improved ticket support system you got going there guys. Great new filter options to make it all so much easier for everyone involved.

Excuse my tone here, but this customer support is so frustrating.

[Ironstyle]

While their CS support sucks, let's not forget that Ceeg has no obligation to reply to forum posts and offer to take the issue to the CS/IT team himself. I understand the frustration as I have been in similar situations with this game myself. But I say take Ceeg up on his offer. If you still get no response or resolution in a timely manner (like a day or two) call him out on it then.

I would like to stress that while it is a nice gesture for Ceeg to offer his assistance, the issue here is he shouldn't have to. CS/IT should be responding and doing their job. When they don't, it makes us feel like we are being ignored - no surprise there, we usually are ignored, i.e. all the bugs that never get addressed and no new content we actually want - or we begin to speculate that there is no CS at all.

People drop a lot of money on this game, NF. The least you can do is overhaul your CS and start replying to support tickets.

[Brickster]

I would like to stress that while it is a nice gesture for Ceeg to offer his assistance, the issue here is he shouldn't have to.

I agree with you here. My frustration isn't directed at Ceeg; he is the person we talk to on the various social media platforms though.


The least you can do is overhaul your CS

They did, recently. The irony of this whole situation doesn't escape me.

[Bubblegum Boots]

All of the bugs and missed rewards and such are frustrating. Even worse, I lost my whole account--hundreds and hundreds of hours of my time just gone. And all I got was silence.

Even a message saying "we looked at it and couldn't figure it out. Sorry" would have been nice. Disappointing, yes, but at least I would feel listened to and not like I am just shouting into the void. Geez, I'm getting all existential here :)

[MuzakMaker]

Maybe it's time for me to run the numbers on this again

https://forum.ironmaidenlegacy.com/showthread.php?13502-Customer-Service-Efficacy&highlight=Support

I have a feeling response time and solve rate are going to be even lower.

[Jdawg]

They had a message up a while back which mentioned that tickets took longer due to the server issues they were so busy with. Now there aren’t any server issues, I’m guessing they have time and they surely haven’t dealt with the backlog of tickets. Probably deleted them by now. I really don’t care to lose out on talismans and ironite and other similar bugs however no player should be deprived of accessing his/her account. Unless that player has been banned and in which case they are legally meant to inform the player.

So seeing others post here about their account issues makes me worry about pulling out my credit card cause it would suck to have a bug like this happen just after having spent cash.

If players stop paying, it’ll drive them to get on here and actually read what their player base has to say.

[Shao]

same, no answer of my tickets...

[MuzakMaker]

Maybe it's time for me to run the numbers on this again

https://forum.ironmaidenlegacy.com/showthread.php?13502-Customer-Service-Efficacy&highlight=Support

I have a feeling response time and solve rate are going to be even lower.

I posted my update in the linked thread and technically the response time is lower but the unanswered number has doubled and will most assuredly lead to an increased average response time by the time they get around to answering.

In the time between the start of that thread and now, I have opened 21 tickets (a lot of desync causing resources to go missing) and only 1 of those were solved and it wasn't even an issue with the game itself but with Zendesk and that horrible new bug submission form so it wasn't even on the team to fix.

[Saints_sin]

I've now been locked out the game for a good 9 hours so far and I expect it to last at least a day or so more especially since my trooper has had the same problem

[Mateja]

In the time between the start of that thread and now, I have opened 21 tickets (a lot of desync causing resources to go missing) and only 1 of those were solved and it wasn't even an issue with the game itself but with Zendesk and that horrible new bug submission form so it wasn't even on the team to fix.

Maybe the reason they don't answer because of the amount of tickets you put in? You sent more tickets in a couple of months than average 3-4 people do in a year. Desync happens all the time and all you need to do is to log out of your account and log back in. Literally 2 minutes of your time, if it's really desync. If you know you had something and it's gone missing, it's a 90% chance that you spent/sold it.

Now, I'm not saying they do their job too well. A few of my tickets still go unanswered and I know people still waiting to hear back on important issues. If you send a ticket on a weekend, chances are it's not getting answered.
Two or three people on a support team can't be efficient and that will lead to unpleasantness on both their and players' part.

But...
Let's not make their jobs harder and our waits longer by sending 21 tickets in 2 months. If 10 people do it, that's over 200 tickets. How many people play this game? 5 thousand, 10 thousand? Do you think it's going to get faster if you send more tickets?

[MuzakMaker]

Poor game management excuses

They're all for separate issues that wouldn't need tickets if they actually fixed the bugs. If they want to stop receiving tickets they need to stop pushing out broken content and not fixing the existing bugs.

They are the issue for so many tickets.

[Mateja]

They're all for separate issues that wouldn't need tickets if they actually fixed the bugs. If they want to stop receiving tickets they need to stop pushing out broken content and not fixing the existing bugs.

They are the issue for so many tickets.

Again, in any game I played I never knew someone who felt the need to send 10 separate tickets per month. And I played a few games as bugged as this one, along with being riddled with hackers. It's just overdoing it. If they are known bugs, why send new tickets? If it's something like desync, why send a ticket when you can solve the problem faster than you can write that ticket?

You can tell me I'm defending poor business practice or whatever you want to make yourself feel better. The game has it's faults but you are not helping make it better, you're just whining about every single thing, no matter if it's good or bad. Any further argument is pointless, have a good day.

[MuzakMaker]

Again, in any game I played I never knew someone who felt the need to send 10 separate tickets per month. And I played a few games as bugged as this one, along with being riddled with hackers. It's just overdoing it. If they are known bugs, why send new tickets? If it's something like desync, why send a ticket when you can solve the problem faster than you can write that ticket?

You can tell me I'm defending poor business practice or whatever you want to make yourself feel better. The game has it's faults but you are not helping make it better, you're just whining about every single thing, no matter if it's good or bad. Any further argument is pointless, have a good day.

I said it earlier it's 10 separate tickets for 10 separate issues. I submit the ticket when I run into the issue. Do you think I should wait until the end of the month and just submit one monster ticket with all the issues? A nice big ticket that can't be partially closed as the individual issues are closed and leaves the door open for support team that has lost the trust of their player base to miss one of the bugs listed within?

You can tell yourself what ever you want but if I run into a bug especially one that robs me of resources (and no just quitting the game didn't magically fix it) you can bet I'm going to report it.

I'm not even submitting tickets for most of the visual issues I run in to.

Do you think I want to waste my time with the crappy ticketing system that takes them weeks or months to just go "yep here's your ten ironite you lost when our servers disconnected again"? Of course not, but they were the ones who put a dollar value on the resources so I'm going to do my part and report it and then wait 6-8 weeks for them to give me what they lost.