Turbine Customer Support Structure is complicated

[shibe]

I am posting this after reading a closed post in the General Forum.
https://www.ddo.com/forums/showthrea...stomer-service

The problem with Turbines customer support is that they pass the buck. You say something went wrong in game and they say you have to submit a bug report. You submit a bug report and you receive no follow up. You go to the support page and submit a ticket, they say its the wrong department.

Customer Support should make things easier on everyone by having:

One place to submit support requests. helpme@turbine.com or a phone number 867-5309 for example for ALL SUPPORT ISSUES.

Someone at the other end to delegate requests. If the request needs to be supported by the developers then the first line of support should decide and pass it on to the appropriate person. First line of support or tier one. If a bug report needs to be submitted then the first line of support should correspond with the requester for more information and own the problem. First line of support should submit the bug report themselves.

When you fragment the support system the way they do you have a lack of responsibility by the different groups. They end up passing the request back to the requester and then telling them to go somewhere else. It gets ping ponged until the request dies and the user is much more frustrated.

A "One Stop Shop" should be how support is handled and would make the player base much more happy. If I ask for help in-game the support person handling the request should create a support ticket. Same as if I call or send an email or go to the web form they have. Once I contact Turbine, thats it. I should not have to ever contact them again for the same issue. I do not care that the department I contacted is not responsible for X, Y and Z.

I hope Turbine is reading this one. It has been my biggest gripe since I started playing.

[Seikojin]

They need a bug association representative.

Someone who takes customer tickets, verifies if they are in the qa database, and responds to the customers ticket.

I know from experience that a good BAR can handle 1000+ tickets per week.

[shibe]

They need a bug association representative.

Someone who takes customer tickets, verifies if they are in the qa database, and responds to the customers ticket.

I know from experience that a good BAR can handle 1000+ tickets per week.

I work in IT and started in support. I helped my team build their current helpdesk tier structure and it works for our company. Turbine baffles me every time I contact them... The only thing they have going for them is the ingame support. When they actually resolve an issue. If they do not then I am confused again by the process. Perhaps it is to discourage people from submitting tickets.

[Zibowskij]

They should send an evaluation mail for every ticket they get. I see and hear of too many tickets closed without a answer from a GM

[FranOhmsford]

complicated

NOT the word I would have used!

[shibe]

I just wonder what the folks at Turbine think of the process. I think they should try using their own support sometime and see how it works out for them.

[Memnir]

I've begun to think it's deliberately so.

[enochiancub]

I wonder at the disconnect. Why some people receive exceptional service and have never had any issues while others report repeated miserable experiences. It's so odd for it to be so inconsistent.

[DemonStorm333]

I am posting this after reading a closed post in the General Forum.
https://www.ddo.com/forums/showthrea...stomer-service

The problem with Turbines customer support is that they pass the buck. You say something went wrong in game and they say you have to submit a bug report. You submit a bug report and you receive no follow up. You go to the support page and submit a ticket, they say its the wrong department.

Customer Support should make things easier on everyone by having:

One place to submit support requests. helpme@turbine.com or a phone number 867-5309 for example for ALL SUPPORT ISSUES.

Someone at the other end to delegate requests. If the request needs to be supported by the developers then the first line of support should decide and pass it on to the appropriate person. First line of support or tier one. If a bug report needs to be submitted then the first line of support should correspond with the requester for more information and own the problem. First line of support should submit the bug report themselves.

When you fragment the support system the way they do you have a lack of responsibility by the different groups. They end up passing the request back to the requester and then telling them to go somewhere else. It gets ping ponged until the request dies and the user is much more frustrated.

A "One Stop Shop" should be how support is handled and would make the player base much more happy. If I ask for help in-game the support person handling the request should create a support ticket. Same as if I call or send an email or go to the web form they have. Once I contact Turbine, thats it. I should not have to ever contact them again for the same issue. I do not care that the department I contacted is not responsible for X, Y and Z.

I hope Turbine is reading this one. It has been my biggest gripe since I started playing.

now now this isn't true you don't get told to submit a bug all the time well ok so if your premium or free to play you do bcc they just don't care but yes if your vip u usualy get proper service

[shibe]

now now this isn't true you don't get told to submit a bug all the time well ok so if your premium or free to play you do bcc they just don't care but yes if your vip u usualy get proper service

It should not matter if you are VIP or not. If you are completely free to play and have purchased packs you should qualify for support as well. If you are completely free to play and no purchases there should be at least some level of support. If there is not and someone is on the fence about going subscription based I can see how it may deter them from wanting to sign up for VIP.

[DemonStorm333]

It should not matter if you are VIP or not. If you are completely free to play and have purchased packs you should qualify for support as well. If you are completely free to play and no purchases there should be at least some level of support. If there is not and someone is on the fence about going subscription based I can see how it may deter them from wanting to sign up for VIP.

yeah whe I was vip I usually had no issue getting support in game properly if something came up missing it would get replaced and now I lost my vip bc I cant afford it right now I put in a ticket yesterday first one gets closed put it in again and was told they cant help me bug report it and the thing that irritated me most is they wouldn't mail me the 55 coms of valor that I got screwed out of I know htye are allowed to do this so I don't get it

[Seikojin]

I have used both ticketing systems they work with, and from a support side, it is a hellish nightmare to manage their tickets from internal sources and external sources at the same time; which they have to do.

I know that if they had someone mediate customer tickets exclusively, they would be able to drive the numbers down.

Sure, not everyone likes getting copy/pasted emails, but they would respect that better than silence.

[shibe]

If the copy/pasted mails are useful then send them on. Send me step by step instructions on how to fix things. First line of support delegating and submitting bug reports would be a good start.