Collecting information on how to support you better.
Comments
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Response time is probably the biggest flaw in the system right now.
The only problem I've had with support was when I sent one about disappearing hypomeds. In the message I said I had "about 100," and was given exactly 100. It didn't really matter, but it seems like the support team should be able to check some sort of file about that.
I've also gotten two coupon refunds, but don't tell anyone. ;D -
The hacking report system should have pre-defined options, where you only have to scroll and select the map, rounds and time, just like the Type of Hack* has.
A Hacking report button on the clan page thing, would also be better since some people don't know how to report and aren't intelligent enough to find it,
good luck collection data.
I like this idea.
Also the slow upload speed of a hacking report really grinds my gears. -
- Simplify the hacking reporting process again. Either add in the necessity to have users use the Additional Comments box more often in their reports, or else rewrite the current selection boxes. I think that the Hacking Report should be a separate function from the rest of Support. (Stated as well as expanded upon from another forumer)
- I think that you guys can strive to maintain quicker replies, even if it is to ask questions back to the user. (Stated by another forumer)
- I think that 1st time users should be directed towards the FAQs IF the question they ask are answered through the FAQ.
- I guess the same can be applied to questions that have answers through the forum.
- I think Support should do some sort of integration with the Support ticket to the Technical Support forum board... I've seen too many threads where people not knowing how to submit a ticket would rather create a thread in Technical Support. Maybe as a suggestion have a little questionnaire prior to allowing a thread in Technical Support to be created. It may even dwindle down the # of repetitious threads over the same issue being created. Also would give a chance for the support team, not just Saidin and HPX or even MODS for that matter, to help out on the TS board.
- Also, I do agree that we need separate support for ingame inquires and web inquires (as stated by another forumer and clarified by HPX)
- Though the main language of this version is in English, couldn't there be Technical Support done for users who don't necessarily have English as a 1st Language? It would increase the manpower... and hence the costs lol. But idk if language is a problem for you guys. It doesn't have to be specific languages. Just like English, there are other languages that touch base with the rest of the world.
- Create a whole new support function for Lost/Stolen Accounts. As stated by another forumer
- Enforce the ToS. For obvious reasons I'm not expecting a response from you or whoever. But in any case I just want to put it out there that I think that more should/can be done to enforce the ToS, whether it be legally, or discreetly, or whatever.
- Simplify the hacking reporting process again. Either add in the necessity to have users use the Additional Comments box more often in their reports, or else rewrite the current selection boxes. I think that the Hacking Report should be a separate function from the rest of Support. (Stated as well as expanded upon from another forumer)
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- Enforce the ToS. For obvious reasons I'm not expecting a response from you or whoever. But in any case I just want to put it out there that I think that more should/can be done to enforce the ToS, whether it be legally, or discreetly, or whatever.
If you mean trying to prosecute hack programmers for creating cheats then they can't do anything about that. They are modifying the game memory, which is written to the computer users RAM...which is THEIR property.
Damages? The game may suck that they are running around messing with people, but it's not the equivalent to breaking into a server and stealing ZP...THAT would be legally viable.
Selling and stealing accounts? YES. They are legal property of Z8Games and they state who can use them...HOWEVER you then run into the problem of wither or not where the player who stole the account is located agree's with your ToS...and Z8 may not want to waste the time or money over an account that had 2 Gold AKs or something... -
Ingame report option-So that we can report them faster then usual procedure.
Support respond-That we know if the hacker/glitcher/bug abuser was banned from the game
thats what i can think for now.
A lot of you think an in-game report system would be good. I think it would just flood the GMs with tons of reports of non hackers, and would be counter-productive. -
A chat where we can easily ask our questions and they reply immediately would be just nice, but hey, faster responses are maybe okay too.
The only thing that made me rage was that they can't do anything about a honorable soldier ribbon, I guess because they don't have direct contact to X-Trap.
I wish I could get it back, just because of a X-Trap Fail. I could play, but was banned at the site
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A chat where we can easily ask our questions and they reply immediately would be just nice, but hey, faster responses are maybe okay too.
I totally agree with this guy! ^^ There should be someone online where you can talk about your Crossfire problems. -
I had lost of complain In Game about once again TIME. That it takes long for someone to check the support, etc.. I think there should be like 1 or maybe 2 who's active in the support system, clearing the support & not let it pile up.Just out of curiosity, as a user that uses our support system what are something that frustrate you from a user experience?
We're looking for ways to improve our service to you via support. This does not guarantee implementation or changes anytime soon, this is data collecting for myself.
What would you change?
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I had lost of complain In Game about once again TIME. That it takes long for someone to check the support, etc.. I think there should be like 1 or maybe 2 who's active in the support system, clearing the support & not let it pile up.
Yes, support for those sections are generally Mon-Fri 9-5. Generally takes 1-3 business days, those people experiencing longer waits are typically submitting on a weekend.
Will note that we should make this clearer on our page when submitting a ticket. -
indeed, sound awesome, i handle banned appeals for other game before, but yes sir, will be awesome in time being proceed faster. I know our community will be thrilled about having people active on that endYes, support for those sections are generally Mon-Fri 9-5. Generally takes 1-3 business days, those people experiencing longer waits are typically submitting on a weekend.
Will note that we should make this clearer on our page when submitting a ticket. -
Just out of curiosity, as a user that uses our support system what are something that frustrate you from a user experience?
We're looking for ways to improve our service to you via support. This does not guarantee implementation or changes anytime soon, this is data collecting for myself.
What would you change?
dear GM, the Z8Games support system works fine (IMHO), but you must do something with kick from the game without reason. If you want to know my opinion, the main menace to Z8Games CrossFire is a noobs. Not new gamers, but lamers, who crying more times, kick without reason and start to use different hacks, when they can't win fair. Z8Games must implement a limit for kick for low-ranked or low-skilled players, because they spoil the game. For example, i was kicked without reason more then 10 times only today. Trust me, if you play good and don't use hacks, and spend your money for a powerful weapons and equipment, it's a pity, when you can't play game... -
I just hate that "Copy and Pasted" answers, that dont have anything to do with my question at all.
Other then that. I just find those long reply times annoying.
^.
And I've seen and heard from others (haven't experienced this myself) that the staff don't exactly have too much knowledge for the game, as they sometimes give replies about things that either aren't in the game, or give an answer to a problem when it does absolutely nothing to solve it. -
^.
And I've seen and heard from others (haven't experienced this myself) that the staff don't exactly have too much knowledge for the game, as they sometimes give replies about things that either aren't in the game, or give an answer to a problem when it does absolutely nothing to solve it.
Happened to me once. -
^.
And I've seen and heard from others (haven't experienced this myself) that the staff don't exactly have too much knowledge for the game, as they sometimes give replies about things that either aren't in the game, or give an answer to a problem when it does absolutely nothing to solve it.
Force the staff to play extensive CF in their breaks ^^ -
Most times I have used support it has been pretty well handled in a polite and helpful manner.
Although a few times the reply doesnt even seem like they have even read the full ticket but just read the first sentence and based their reply on that.
For example my last ticket I sent I explained about a friends bug I've had for well above a year now with not being able to see when friends are online but they can see me... I simply explained that I tried deleting all my friends to start over and hope that would fix it. It turned out I had the other friends list bug tpo, where people return to your friends list after restarting so I asked if these remaining 'bugged' friends could be removed manually by the support staff.
The reply explained that the developers had been notified about that problem and were working on it (which I already knew). There was no mention of if they could remove the friends or not
Thats why it seems they read the first few sentences and just base their reply of that and didnt read what my actual request was.
Thats my experience anyway but like I said most other times I have had to use support they have been helpful. -
well they still get the reports over support ticket O.oMisterMunzta wrote: »A lot of you think an in-game report system would be good. I think it would just flood the GMs with tons of reports of non hackers, and would be counter-productive.
So it's same rather you would send hack report trough support or ingame report -
well they still get the reports over support ticket O.o
So it's same rather you would send hack report trough support or ingame report
With n in-game report, everyone will be able to send reports in an instant, and all these players that say thing like "Nate racks"(:rolleyes:) will send reports, even though if it was only through the support, people wouldn't have sent that report.
The fact that you have to log out, and go to the support page is a plus IMO, because it makes you think (a little, at least) before you go ahead and do massive reportings. -
Firstly, thank you for asking our opinions if improvements need to be made to the Support Section, HPX. It just shows how much it is in G4Box's interest to care for it's online gaming community.
I do not really want to go on a rant, but here goes:
I personally love how the Support system works, but I think the categories need to be improved with examples of the specific aspects (and hopefully have subcategories for each specific report type), for example, there should be a subsection to in the regard of:- Account Complaints:
- Storage/Weapon Complaints.
- Coupon/In-Game Currency Complaints.
- Survey Issues.
- Other Account Complaints (a must), which should be set up like the present Accout Complaints are, with a large text box, describing the problem.
[*](Game Related) --> Cross Fire:
[*]Error Messages, a section specifically designed for the input of error messages and asking about the conditions of which when they occurred.
[*]Hacking Report:
[*]Hacking Type. (should maybe include more options?)
[*]Rounds that Hacking Occurred. (should include a drop-down menu, with round limits going up to 13 rounds, and even a section that says No Rounds, or Non-Applicable, if the game was a Team Death Match, Elimination, or Free For All game, for example).
[*]Time when Hacking Occurred. (should most definitely specify that the time given has to be the time from the replay when the hacking incident was spotted while watching the replay).
[*]Comments. (should specify other useful information that could be added to the report, i.e: Specify what the hacker may have been typing to insult other community gamers in-game or in the lobby).
[*]Complaints.
[*]Metin2 (I do not want to go into anything regarding Metin2, as I know absolutely nothing about the game.
[*]Tournament:
[*]Rules.
[*]Matchplay.
[*]Concerns.
[*]Other Complaints.
[*]Forums, there should definetly be a section for the forums.
I will add more later but I felt this post should have just been directed at switching up the categories, giving more options to choose from, and maybe giving an example as to how to sort generic problems and under which report category they would go under.
Sorry about the spheel, and thank you for taking the time to read this, as it took forever for me to format it. Any comments would be greatly appreciated, HPX. :cool: - Account Complaints:
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I cant accuse z8 for being the problematic once but when i try to report hackers, I dont believe it sends the report, their is a long delay and it doesnt load correctly but it could just be my browser...
And i agree with MisterMunzta, i rarely report hackers but when I do its hwen they really get me angry such a hacker who the other team believes is a pro or someone who hacks in clan war, besides that i dont pay attention to every kid who uses them. -
If had an issue with Tech Support a few days ago, where they basically gave me the run-around twice before acknowledging the issue could be at their end.
For the past 2 months I have been unable to send my hacker reports due to connection issues. However, they replied by simply asking me to send them again, and again, and again, closing off the support request each time after their reply. I finally had to get rude with them, telling them that I'm not some kind of simpleton that had not tried to resend her replays after the first attempt failed, and I was contacting them because resending them had not changed the issue I had.
So what I would like to see, is the kind of support that doesn't treat us as incompetent, just for seeking their help, and actually doing follow-up to see if the issue is indeed resolved before closing the support request.
![[Hpx]](https://forum.z8games.com/uploads/customavatars/71/navatar_8813371.gif){kind=avatar}
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