Who to complain about a Customer Support Rep?
By
CrazyJerseyan,
Posted on: 2011-11-13 17:21 in Player Questions
Ask to be escalated. It's what I did when a GM told me that you can't pick up ancillary powers at 35.
You could send a PM to Zwillinger, the Community Manager.
But to make one thing clear, the support people aren't necessarily informed about the game, it's really not their job. They work with all the NCSoft games (Aion, Guild Wars, Lineage) and are here to help you when you get hit by bug, such as something stuck in a wall, etc.
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Still doesn't help the fact that i have to wait a day for him to respond to my ticket, then i have to request the escalation, meaning i'll have to wait another few days for someone else.|
Originally Posted by Talen Lee
Ask to be escalated. It's what I did when a GM told me that you can't pick up ancillary powers at 35.
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It would just be better if he could stop handling my tickets in the 1st place.
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You are not the only person that needs the help of Customer Support. You have to wait your turn just like everyone else.
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Originally Posted by Dark Energon
Still doesn't help the fact that i have to wait a day for him to respond to my ticket, then i have to request the escalation, meaning i'll have to wait another few days for someone else.
It would just be better if he could stop handling my tickets in the 1st place. |
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This.
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Originally Posted by StarGeek
But to make one thing clear, the support people aren't necessarily informed about the game, it's really not their job. They work with all the NCSoft games (Aion, Guild Wars, Lineage) and are here to help you when you get hit by bug, such as something stuck in a wall, etc.
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Well, to be fair, that is a fairly recent change. And given that GMs don't necessarily play the game, it's understandable that this was a change that slipped his mind.
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Originally Posted by Talen Lee
Ask to be escalated. It's what I did when a GM told me that you can't pick up ancillary powers at 35.
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Going on with this : I'm not certain, but I think one of thenthings they look for in senior GMs is familiarity (like actualky playing) with specific games and try to assign them to those games. The regular GMs just take tickets as they come in. |
Originally Posted by Tyger42
Well, to be fair, that is a fairly recent change. And given that GMs don't necessarily play the game, it's understandable that this was a change that slipped his mind.
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Seriously the quickest way to deal with this is the asking of escalation. There is always a senior GM as far as I know.
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Next time you take a look at your support ticket, see who is responding. It should say "NCSoft Support" or "Account Support" or even, if you're lucky, "City of Heroes Support."
You have to navigate a series of mazes to reach the "City of Heroes Support" people, and even then, they may not know what they are talking about. I recently called out the fact that Zwill thought some ATs were gender-gated, and Positron posted something to the effect that it's unfair for us to expect any single individual to know stuff that the rest of us do, collectively.
You shouldn't expect any useful game-related support from anyone except, exclusively, CoH Support. And even then, you still may not get it.
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I'm trying to find out where to complain about a certain Game Master.
This Game Master is more of a Game Noob. I'm trying my best to not name his name, or break any other forum rules.
The last 3 issues i had in game where handled by the same person.
This person does not know anything about the game, stating that "PvP sets do not grant a PvE bonus" and telling me i should respec out of them was the 1st clue. He refuses to look up information to help out.
I asked him to please stop handling my tickets, yet today i noticed that he again 'helped' me with my latest issue. Again he provided me with useless information, without even looking up the information he has access to to give me a solid answer.
I did the survey, and i stated my case, yet it didn't help.
So, please, does anyone know where i can go, who i can talk to about this person?
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(SG founded on 12-08-'09, Top100: 08-17-'10, Top50: 12-23-'10, Top25: 12-11-'11)
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