How do i get another gm to look at my ticket?
By
Ad Astra,
Posted on: 2011-11-07 20:39 in Player Questions
You can politely ask that the issue be escalated to a Senior GM.
I've not heard of them denying that request if it is done politely.
If the game spit out 20 dollar bills people would complain that they weren't sequentially numbered. If they were sequentially numbered people would complain that they weren't random enough.
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Im past being polite since i have spent 2-3 days aleady trying to get them to read.
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Originally Posted by Texas Justice
You can politely ask that the issue be escalated to a Senior GM.
I've not heard of them denying that request if it is done politely. |
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Well then don't be surprised when you get jerked around a bit more. It amazes me that some people still haven't realised just how far a little civility and general politeness will get them when dealing with customer service reps. I'll bend over backwards for someone who seems like a nice person, but if someone is being an arrogant ********* (just talking generally not you specifically) then I will use my wonderful discretionary power to tell them "Sorry, there's nothing we can do to help you"
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Originally Posted by MAD UMLAUTS
Im past being polite since i have spent 2-3 days aleady trying to get them to read.
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Im not going to kiss up to someone just to get them to read and stop making assumptions and pasting copy pasta that is unrelated to my issue. |
Originally Posted by The-Wizard-of-Odd
Well then don't be surprised when you get jerked around a bit more. It amazes me that some people still haven't realised just how far a little civility and general politeness will get them when dealing with customer service reps. I'll bend over backwards for someone who seems like a nice person, but if someone is being arrogant (just talking generally not you specifically) then I will use my wonderful discretionary power to tell them "Sorry, there's nothing we can do to help you"
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Im polite to Customer Service reps that actually do make an effort to read and help.
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If you are going to ask for escalation, all you need to say is "Would you have a Senior GM look at/take over my ticket?"|
Originally Posted by MAD UMLAUTS
Im not going to kiss up to someone just to get them to read and stop making assumptions and pasting copy pasta that is unrelated to my issue.
Im polite to Customer Service reps that actually do make an effort to read and help. |
And then be nice to the senior GM. They haven't been the one you are dealing with, they don't deserve any anger you have at the other GM.
One thing to note - the regular GMs do not necessarily have any experience with City of Heroes. They are general staff for all the NCSoft games. The Senior GMs on the other hand seem to either be real good at retaining odd details about random games or be players of the games who's tickets they get. So they can resolve issues that other GMs don't seem to see/get.
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And you think being rude is going to get you any farther? Ask politely for the ticket to be escalated. That's not very hard. While you're at it, get over yourself. From the first line of your original post, though, I'm more than a little dubious about your claims of being polite...|
Originally Posted by MAD UMLAUTS
Im not going to kiss up to someone just to get them to read and stop making assumptions and pasting copy pasta that is unrelated to my issue.
Im polite to Customer Service reps that actually do make an effort to read and help. |
Of course, we're also only getting a vague summary of one side of the story here... No idea what your issue is, the responses you've gotten, or how you've worded your interactions with said GM. If your posts here are anything to go by, though, your claims of politeness are absurd.
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In a related note - I got a response from a GM within 15 minutes of posting a /petition last night. The GM was very polite to me and promptly resolved my issue after asking me to confirm what I had asked to be done.
OP - was this ingame support or had your ticket progressed to the email response level?
Also - is it possible that your issue is beyond the discretion of the first GM - in other words, are you asking for something out of the regular experience that can only be done by someone with higher authority? If so, then escalation (politely requested) is the way to go.
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Originally Posted by SpyralPegacyon
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What's your exact issue? You haven't said.
A fair amount of the time someone is "getting bad support" the problem turns out to be user expectations, not bad GMs. With more information, we can get a better handle on whether it's actually a GM problem.
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I'm going to side with you.|
Originally Posted by MAD UMLAUTS
Im not going to kiss someones *** just to get them to read and stop making assumptions and pasting copy pasta that is unrelated to my issue.
Im polite to Customer Service reps that actually do make an effort to read and help. |
I had an old and resolved ticket recently opened for no apparent reason, and the CS reps involved kept trying to close my account.
I just wanted to scream, "FFS, read the GD ticket! It's fixed! Nothing is broken! Don't close my account!"
It took several responses and a few different CS people to get them to drop it. You may not want to kiss someone's butt, but it'll get the job done.
There are no words for what this community, and the friends I have made here mean to me. Please know that I care for all of you, yes, even you. If you Twitter, I'm MrThan. If you're Unleashed, I'm dumps. I'll try and get registered on the Titan Forums as well. Peace, and thanks for the best nine years anyone could ever ask for.
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This is a senior specialist. I dont want it to get escalated. I want another.|
Originally Posted by Tyger42
And you think being rude is going to get you any farther? Ask politely for the ticket to be escalated. That's not very hard. While you're at it, get the hell over yourself. From the first line of your original post, though, I'm more than a little dubious about your claims of being polite...
Of course, we're also only getting a vague summary of one side of the story here... No idea what your issue is, the responses you've gotten, or how you've worded your interactions with said GM. If your posts here are anything to go by, though, your claims of politeness are absurd. |
Preferably someone who reads.
Anyone else thinking the OP probably filed a ticket on something that's WAI and is just mad they won't change it for him?
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I'd like to also point out that being cordial and polite to someone doesn't have to be the same thing as kissing up to someone.
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QFT. And after reading through the thread I'm unsurprised about the OP's supposed "quality of service". Personally, the GM team has always been courteous to me, even if the answer they gave me wasn't the one I was looking for, or if I happened to be short with them. And I've never had to kiss anyone's posterior to get answers.
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Originally Posted by Oliin
I'd like to also point out that being cordial and polite to someone doesn't have to be the same thing as kissing someone's ***.
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Another thing to consider, is VIP vs premium. VIP members get priority service.. premium don't. So if you aren't VIP, you can't assuming your going to get assistance for your problem ASAP.
Now, what is your problem, and we may actually be able to help you with it (especially if its something like 'i'm stuck in this map..')
My guess at the problem is that he keeps trying to change his costume colors in the tailor but the changes don't stick.
Or else he keeps clicking on the tram door he came out of and it won't let him back in.
Don't count your weasels before they pop dink!
My guess is he got an answer that he doesn't want to accept and if he told us what it is he'll get the same response that CS told him.
I have had very few problems with the GMs/Customer Service with this game. Very, very few. I can think of maybe three times over the past... what... 8 years?
Hell, just yesterday I filed a naming violation ticket and didn't expect a reply... but I got one in about 5-6 minutes, they just wanted confirmation of the name, server, etc.
Oh, this is kind of on-topic too - I bought a new keyboard from a company not long ago. When I hold 'home', which is my jump key, it toggles the left shift key and also hits enter a few times. I told the company, after a little troubleshooting they're sending me a new one. The customer rep's name? Majin Buu. I am not making this up.
Gave up with support many many moons ago, wrote a ticket asking for a valid answer as to why I was going to lose my Global after 7 years of establishing, still waiting for a reply almost 6 months later, now if that ticket didn't warrant a answer I don't fancy my chances of any other ticket getting a response.
Also I asked them to check into a matter of griefing and still waiting for a response 6 months later.
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Slazenger, Area51, Area53, Area54, Erruption, Mind Plague, Thresher, Sheath, Broadside, Debt
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That's my guess as well.
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Originally Posted by Forbin_Project
My guess is he got an answer that he doesn't want to accept and if he told us what it is he'll get the same response that CS told him.
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Originally Posted by Dechs Kaison See, it's gems like these that make me check Claws' post history every once in a while to make sure I haven't missed anything good lately. |
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Global as in, global name? How could that get changed without your notice? And more to the point, how could you know that it's going to change (you're using the future tense so I'm assume it's something that hasn't happened) without knowing the reason?
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Originally Posted by Slazenger
Gave up with support many many moons ago, wrote a ticket asking for a valid answer as to why I was going to lose my Global after 7 years of establishing
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When the servers got merged (as in the EU and american servers are now 1 server) a lot of the EU players had to change their global, as america players may have had them already.
That could be what hes talking about, in which case it was already explained 'why' and that he would basically have to suck it up.
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What happened is im not getting an answer to my question at all and getting unrelated copy pasta mixed with assumptions without checking anything in game even though they could. |
Originally Posted by Forbin_Project
My guess is he got an answer that he doesn't want to accept and if he told us what it is he'll get the same response that CS told him.
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Keep your guesses to yourself in the future.
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This. As for matters of griefing, you'll never get updated on those, as it becomes a matter between the GMs and the accused. The accuser is never left in the loop, and the player in question should have received a reply from the GM that explains as much. I get one of thses every time I submit a character name violation, so it shouldn't be any different for any other type of griefing or EULA violation.
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Originally Posted by Arbegla
When the servers got merged (as in the EU and american servers are now 1 server) a lot of the EU players had to change their global, as america players may have had them already.
That could be what hes talking about, in which case it was already explained 'why' and that he would basically have to suck it up. |
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It's hard understanding the problem without some sort of context. You can actually talk about your issue without directly quoting the GM responses you've been given; that shouldn't be a forum rule violation.
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Originally Posted by MAD UMLAUTS
What happened is im not getting an answer to my question at all and getting unrelated copy pasta mixed with assumptions without checking anything in game even though they could.
Keep your guesses to yourself in the future. |
With the increasingly worse support(lolvip) i was wondering if there is anyway to get another gm to look at my tickets? The one i'm currently talking to apparently doesnt like reading and makes assumptions about everything.