ANNOUNCEMENT: Customer Support Requests

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  • ANNOUNCEMENT: Customer Support Requests

    I've been receiving an increased number of messages here requesting assistance with Customer Support. Please note that it is against the Forum Rules to do this - I cannot assist you with Customer Support; likewise Customer Support cannot assist you with Forum issues. We maintain two separate departments for this.

    Please review the Forum Rules, which are available on every single page of the forums, in particular, the following:

    Customer Support Inquiries
    All inquiries regarding Customer Support should be routed through the online web portal for support. The Community Manager and Moderators are unable to assist with inquiries regarding support tickets. Posting your ticket number and requesting assistance on the forums will result in the post being deleted. Sending a Private Message to the Community Manager or Moderators about CSR Inquiries is not to be tolerated, and will be ignored.

    Additionally, all interactions with Customer Support are considered confidential, and all issues are handled on a case-by-case basis. As such, posts containing transcripts or results of your interactions with Customer Support will be edited or deleted.
    It is inappropriate to send me requests to have your ticket escalated, looked at, or otherwise an attempt to go around the Customer Support queue. It is not fair to other players who are also waiting for their requests to be resolved for you to attempt to have me intervene. You must wait your turn like everyone else, and you must only interact with Customer Support about your issue.

    We cannot assist with account specific issues here on the forums. If you have an issue with your account, you must send a request to Customer Support, and they will be able to assist you.

    Please review http://forums.capitalgames.com/forum...stomer-support for more information about contacting Customer Support.

    Additionally, please be aware of the Customer Support hours of availability, found at https://coremobile.zendesk.com/hc/en...d-Availability

    Thank you for your understanding.

  • #2
    But you guys come wayyy faster than those lazy support guys...
    They eat donuts all day and scratch their asses.
    I put an ticket 3-4 days ago and still no response.
    That CG :/

    I forgot...
    Last edited by Lyeshal; 04-03-2018, 06:17 AM. Reason: removed many empty lines
    Ally Code : 624-195-952

    Comment


    • #3
      Um ,Trust me from experience be kind to leesa and you will fare much better.Piss her off and you will be crying in yer beer!

      Comment


      • #4
        Originally posted by WorldKillers View Post
        But you guys come wayyy faster than those lazy support guys...
        They eat donuts all day and scratch their asses.
        I put an ticket 3-4 days ago and still no response.
        That CG :/

        I forgot...
        Do not insult our staff.

        If you put in a ticket and didn't receive at least the automated receipt response within 24 hours, then your ticket was not submitted correctly and it didn't make it to the system. Try submitting it again.

        If you put in a ticket and got the automated receipt and then 48 hours have passed with no response from CS, check the date. If it's the weekend, they don't work on the weekend, and they'll get to your ticket when they return to work. If it's a holiday, they don't work on holidays, and they'll get to your ticket when they return to work. All tickets are processed on a first-come first-served basis, so if you submit a ticket later on a weekend, you may be waiting a little longer before it's gotten to, but it will be gotten to.

        If you still haven't received a response, check your spam filters to make sure it hasn't gone there. You can also always check on the status of your ticket by accessing the web portal.

        BUT. In accordance with the forum rules - we cannot help you with CS requests here on the forums, so even if you feel like we answer you more quickly here, all you'll get from us is "you have to contact CS because we can't help you".

        Our CS staff consists of human beings. Be kind to them, and treat them the way you would want to be treated. They take a lot of flak from people who are impatient and completely disregarding of their posted hours of availability, and they take a lot of threats from people who are angry or just bullies. Our support staff is not required to handle requests that are bullying, harassing, or threatening in nature, for their own protection.

        There is a pervasive attitude within the world that somehow CSRs are "lesser" people, that you can walk all over, insult without repercussion, and treat like crap. I challenge you to take a CSR position sometime and see what it's like on the other side. What you'll find is that CSRs tend to be caring people who are quite skilled at what they do - especially those who have stuck with it for a long time. Those who don't care and aren't skilled don't tend to last very long in Customer Support. They get the short end of the stick, always, and are never given respect. They are the first line of defense for a company, and take all of the insults that customers can fling in their anger, and they are expected to swallow it and respond with a "Thank you, have a nice day." with a smile. They aren't allowed to stand up for themselves.

        Before you call someone lazy, try doing what they do. I have a great deal of respect for CSR staff. I've worked with CSRs for my entire career, both before HoDA and here, and have been in their position as well. While there are some who just shouldn't be in CS, the ones who care are some of the hardest-working people I've had the pleasure to know.

        Comment


        • #5
          I assume it's still okay to make bug reports here if for the purpose of notifying CG quickly, not seeking an individual remedy? I know I've done so in the past (re a toon wrongly dropping from CP, but which I was happy to get so wasn't seeking any compensation!).
          Guild: SWAG Ally Code: 258-479-767
          Guest Account Guild: SWAG 2

          1st epic: Duncan ($1.99) 1st epic LC: Gate Guardian (CP)
          1st leg: Merrill (tree) 1st leg LC: Hybris (node event)
          1st 2-star leg: PSV (GCP [thanks CG for guest acct. merge])
          1st 2-star leg LC: DF (node event)
          1st 3-star leg & LC: SH (WOT)

          Special: All Banished Plane Unique Units Tier IV

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          • #6
            Originally posted by epeeist View Post
            I assume it's still okay to make bug reports here if for the purpose of notifying CG quickly, not seeking an individual remedy? I know I've done so in the past (re a toon wrongly dropping from CP, but which I was happy to get so wasn't seeking any compensation!).
            Not in this section but in feedback and bug reports section it is but that’s more for ingame issues

            Comment


            • #7
              Originally posted by epeeist View Post
              I assume it's still okay to make bug reports here if for the purpose of notifying CG quickly, not seeking an individual remedy? I know I've done so in the past (re a toon wrongly dropping from CP, but which I was happy to get so wasn't seeking any compensation!).
              As Dildoith said - that kind of report is perfect for our feedback section, under "Bug Reports". Issues that are generalized and game-wide in nature are exactly the kinds of reports that submitting on the forum is fine for. It's when you have an issue specifically with your account that we simply can't help you - like you've logged in and it's not your account that you're looking at, or you're missing something on your account that you expected to be there, or if you know you've not completed a catalog but you've just dropped a duplicate from that pack. If you're not sure if it's an account-specific thing or something more widespread, it's OK to post it in the bug reports to see if anyone else is having the same problem. We don't mind having to tell you you'll have to contact CS if it's something specific to you, just please understand that once we do state that, there's nothing further we'll be able to do here on the forums and it'll have to go through CS. I can't escalate anything reported via the forums.

              The biggest problem we have for what this post was originally about is when someone has already submitted a CS ticket, and then they come here to the forums and send me PMs or make threads saying "I submitted a ticket, please help". If you've submitted a ticket, it's in CS's hands and it will be attended to through their process.

              Comment


              • #8
                A friendly reminder:

                When contacting Customer Support, don't try throwing your weight around by stating how much you've spent on the game, how long you've been playing the game, etc. CS can see that already, and all you mentioning it does is make you sound like a self-entitled bully.

                Also, don't threaten to quit the game if you don't get what you want. Doing so actually makes you a bully, and is a pretty quick way to get CS to not want to work with you.

                Express frustration and disappointment, that's totally cool. We hear that. But to say something like "If I don't get what I want, I'm going to quit the game" is rude, disrespectful, and bullying. CS will always help you according to the policies we have in place, and sometimes that means either we can't help you, or we can't give you exactly what you want. Be respectful, though, and they will do their best within the allowed policies to help at least make it better. Starting out by threatening, though, is a good way to get yourself excluded from any kind of escalated exception for a compensation.

                The policies are in place to ensure fair treatment of all players, and to prevent abuses of the Customer Support system. You may not agree with the policies, but please understand that our staff is bound to them, and that sometimes denying a request is them exactly doing their job. Their job is not to give you everything you ask for. Their job is to abide by the policies created by the company, and assist players as best as possible within those policies.

                Don't be a bully. Don't be rude.

                Comment

                Announcement

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                Forum Rules and Disciplinary Actions

                These rules set boundaries to ensure that the EA Capital Games games and forums continue to be a friendly place where members can learn and share information on a variety of computing and non-computing topics. Heroes of Dragon Age and its forums are available to players 13 and older, refrain from excessive cursing/swearing. For more information, please see this link.

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                Additionally, all interactions with Customer Support are considered confidential, and all issues are handled on a case-by-case basis. As such, posts containing transcripts or results of your interactions with Customer Support will be edited or deleted.


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