BAD SUPPORT

Discussion in 'General Archive' started by ..cou.., Feb 19, 2016.

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Why's the support so bad in this game?

  1. Behavioural Support Service when help wanted?

    66.7%
  2. Does the supportsystem work, despite language difficulties?

    33.3%
Multiple votes are allowed.
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  1. ..cou..

    ..cou.. Forum Greenhorn

    Am I the onlyone who have very bad support experience?

    1. no response
    2. When responce, very late and without a solution to the problem
     
  2. MegaNuker

    MegaNuker Forum Ambassador

    This games has the best customer support in the industry. I can not ask what happen nor do I truly care to the point to find out. If you have a problem with customer support please I beg of you take that up with them. Please don't drag us into it Please...
     
    draco994 and MagicMoon89 like this.
  3. MagicMoon89

    MagicMoon89 Junior Expert

    I think the support works just fine. No problems as far as I've seen. My issue was sort of a loop and they fixed it quickly and even checked back to make sure the problem had been resolved.
     
    hempthegreen and Novadude like this.
  4. trakilaki

    trakilaki Living Forum Legend

    Maybe that is because you don't follow the instructions.
    So far ... in almost 4 years ... I have never had support ticket ... ignored or solved with delay.
     
    hempthegreen, VukChe and BokiSablja23 like this.
  5. Novadude

    Novadude Commander of the Forum

    I've had good experiences with support.
     
    hempthegreen likes this.
  6. Dragenstein

    Dragenstein Padavan

    I don't have any other game to compare it to, but I always get an answer. I don't always like the answer. Some issues were resolved very well. A lot of times they already knew about the problem, but haven't got around to fixing it. Some problems never get fixed. This is comparable to what I get with issues in real life, so I don't see any reason to complain.
     
  7. AuZor

    AuZor Forum Apprentice

    I'm still waiting for response regarding an undo-able quest, a bug they've known about for a month. Tick, tock, tick, tock...
     
  8. draco994

    draco994 Active Author

    lol, what server u r .. in tegan, i am here for 2 year or 3 i think. best support and prompt in getting answer , for i got always in time , i mean reasonable time . never an unduly delay except it is christmas or Easter . sort of.. i am so satisfied .. i think u need to look into as to what happened with u
     
  9. Just a couple of little points to note:
    1) BP DSO Support is staffed by volunteers. Those volunteers do have a life outside of Support. At times, this may lead to delays in ticket responses.
    2) Support do not make the bugs and they cannot fix bugs. They do not have access to the DSO script. What they can do is:

    • help you diagnose the origin of the issue you are facing - i.e. client end or server end
    • help you diagnose the cause of the issue
    • help you resolve the issue if it is client end
    • set buggy quests to "finished" if appropriate so that you can hand them in
    • investigate just how that "missing" item disappeared
    • restore said dropped/sold item
    • help you recover your "hacked" {cough-bollocks-cough} a/c
    • investigate where your "missing" gold/andermants went
    • collect details of bugs and pass them on to the internal BP team
    etc
    3) DSO Support volunteers are (relatively) normal people. If you are abusive/belligerent/demanding towards them, you are unlikely to receive prompt, polite and thorough assistance in return. If, however, you are polite and you describe your issue in detail, you will find them to be reasonably accommodating.

    Also: if you believe that you can offer a superior service, you are very welcome to apply to join the team.


    Also also: @..cou.. your a/c is Swedish-registered. If you have experienced issues with the Swedish Language Support Team, kindly contact them. Do not bring your issues with other language teams here to the English forum.
     
    Rhysingstar and Mal3ficent like this.
  10. Rhysingstar

    Rhysingstar Forum Ambassador

    I've done more than my fair share of complaining about certain aspects of DSO, but never about support. Sure I wish that they could wave a magic wand and fix every issue instantly, but they don't design the game. I suspect because they "hear" it all every single day, they probably have a few more frustrations than we do.
     
  11. AuZor

    AuZor Forum Apprentice

    1) Shouldn't this be stated in the Contact form, that response times might vary due to volunteering? This would be nice information so you don't feel as if you were ignored.

    2) I'm pretty sure most people know that, but why are we told to contact support about bugs that the developers are supposed to fix, but have left out the past 2-3 hotfixes/patches, then as we contact them, we're told the support doesn't have anything to do with the developers?
     
  12. @AuZor
    1) I guess Big Point assumed that common sense covered that. Try contacting the support/help desk for most businesses at 2AM or on a holiday and see what the response time is. In BP's case, an automatic reply is automatically generated and sent to the ticket sender to inform them that their ticket has been received.
    2) Because a) new bugs can creep in and b) old bugs can go zombie and return from the grave and c) the dev. team may think that they have successfully patched a bug but the reality is different. When a player sends in details of a bug to Support, that person then tests the bug if possible and also asks other Support admins if they have received similar reports. It then gets entered into the bug reporting system (if verified) and urgent cases are brought directly to the CM's and QA's attention.
     
  13. Knifefromjack

    Knifefromjack Someday Author

    The one and only support ticket I sent was when I tossed out a leng. during the heat of battle (I was very new) and it was returned to me the next day. So as others have said i don't have any complaints about support at all.

    Your poll should have a third choice ,that is you are satisfied with Drak/BP support.
     
  14. _Baragain_

    _Baragain_ Living Forum Legend

    If anything, BP's support is nice because they even work on weekends. I've made contact on a Friday and gotten a response Saturday morning. Lets see a non volunteer team that works 9-5/Mon-Fri pull that trick off.
     
    MagicMoon89 likes this.
  15. ..cou..

    ..cou.. Forum Greenhorn

    I am a beginner in relation to all of you who have responded to this thread and I thank you humbly for your answers
    I take with me all the new knowledge about how the DSO support works into the future

    THANK YOU ALL
     
  16. Darwarren

    Darwarren Count Count

     
    Troneck86 and Allogeneous like this.
  17. AuZor

    AuZor Forum Apprentice

    [​IMG]

    Silent agreement.
     
  18. Troneck86

    Troneck86 Forum Great Master

    They probably stay for a while, then see that there is not much to gain for the amount of work they have to put in.
     
  19. Anyki

    Anyki User

    Do I still count as "new"? :p
     
  20. I don't think so you've been around for almost a year (just 4 days short)... but I've heard rumors
    of a new victim... erm, Forum Moderator, who may be joining us soon! :rolleyes:
     
    Dragenstein likes this.
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