Why does Support SUCK so god damned bad?
I have submitted probably like 3 support tickets in my 2 years of play, and each time the responses I get are short and often rude. Support relies very dismissively, and then close the ticket when I would have needed to reply to them to actually get the issue fixed.
I have never had a positive experience with the customer support of CF, not once. This is saddening because I only asked them to give me the Exterminator ribbon that I did in fact earn, but seeing as I never got the Ak-47 ADV for the 1 Hour of Game Play last Saturday, I didnt get the ribbon.
They told me to "check the event page", provided a link that I have had bookmaked since the events page was made, and that I should "Try again."
Its my 20th ribbon, and all I want is the Custom Crystal.
I have never had a positive experience with the customer support of CF, not once. This is saddening because I only asked them to give me the Exterminator ribbon that I did in fact earn, but seeing as I never got the Ak-47 ADV for the 1 Hour of Game Play last Saturday, I didnt get the ribbon.
They told me to "check the event page", provided a link that I have had bookmaked since the events page was made, and that I should "Try again."
Its my 20th ribbon, and all I want is the Custom Crystal.
Comments
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1. Click on the following link: http://clan.z8games.com/myprofile.aspx.
2. Click on "Statistics" on your profile.
3. For the date, select "4 days ago" and then search.
4. Check how much time you actually played where it says "Today's Played Time:".
aRusher, thank you SO much. I now have official PROOF that i did in fact play an hour. Here is a screenshot.
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Well, the problem is not solved. Although I have viable proof, FROM z8games OWN website, that I am SURE they could check themselves, qualifying me for completion of the event.
So, who here thinks I will actually get the ribbon and/or Ak-47 ADV for the 7 days?
Or
Get nothing? -
Well, the problem is not solved. Although I have viable proof, FROM z8games OWN website, that I am SURE they could check themselves, qualifying me for completion of the event.
So, who here thinks I will actually get the ribbon and/or Ak-47 ADV for the 7 days?
Or
Get nothing?
If this is the problem, as stated above, you will get your ribbon.
Did you receive your prizes for the other 3 days? -
By my count, you only have 19 Ribbons.Math:
3 (6x3 Rows)
+1
= 19
Proof: http://clan.z8games.com/charstat_cf.aspx?usn=6543341
Count yourself
You sir, has put forth way too much effort into making your post nicely sized, and colored.
You are either very stupid, or a bad troll. -
Lazy_Genius wrote: »You sir, has put forth way too much effort into making your post nicely sized, and colored.
You are either very stupid, or a bad troll.
A) I wanted to make sure he noticed
I always make my type read
C) I'm not stupid (at least I like to think so)
D) It's not a troll, just trying to help. This isn't his first thread about this... -
Yes, I did receive Thursdays, Fridays, and Sundays event prizes.
I think you would get your ribbon along with the gun.A) I wanted to make sure he noticed I always make my type read
C) I'm not stupid (at least I like to think so)
D) It's not a troll, just trying to help. This isn't his first thread about this...
The op is saying he needs his last ribbon to reach 20. -
A) I wanted to make sure he noticed I always make my type read
C) I'm not stupid (at least I like to think so)
D) It's not a troll, just trying to help. This isn't his first thread about this...
"I always make my type read"? ...what does this mean?
Also, let me try to explain what I think he's trying to get at. He's at 19 ribbons right now. He is supposed to get that event ribbon as his 20th. He failed to get rewarded for one of the event days, and thus failed to receive the ribbon.
Upon not receiving the ribbon, he sent support tickets asking about the ribbon. Support sends back generic, robotic response with little or no relevancy.
Now, he's on the forums saying support is sh*t.
At least that's my interpretation of this. -
The op is saying he needs his last ribbon to reach 20.
Ahhh, I misunderstood completely (guess I am stupid 0.o)
My only suggestion would be to try to do an easy ribbon you don't have. It's bad I know, but it might be worth it in the long run. -
Well, the problem is not solved. Although I have viable proof, FROM z8games OWN website, that I am SURE they could check themselves, qualifying me for completion of the event.
So, who here thinks I will actually get the ribbon and/or Ak-47 ADV for the 7 days?
Or
Get nothing?
Nothing is never an acceptable answer unless we exhaust all possibilities.
Our event page, while still in beta is still just a reference. The prizes are always given out to the qualifying people whether they check the event page or not the day after the event.
And when we look at the raw data the game itself doesn't lie. We simply cannot arbitrarily award things based on someones "word" that they played x amount of games or won whatevers. We go in to their player data and physically LOOK at what was there. 250 Kills here, 1 hour of play time there, 5 HMX games and a dash of salt. This data does not lie when we hand out the prizes, and when we give away a few thousand or more prizes the event, from our end, looks like a success.
This being said, errors do occur. We have both a live db and an offline db (and plenty of backups). These db's get synched throughout the day which results in things like clan page updates and prize handouts etc etc etc.
During the Saturday prize handout (which happened on Sunday) the calculation for the prizes was conducted at a time when the db wasn't fully synched. As a result about 500 people missed the Saturday prize even though they qualified for the time.
And because of that those players missed out on the ribbon. And we would have never known this unless you had pointed it out in your tickets and on these forums. And the end result is that you're going to get your item (since you are one of these 500) and you'll get your ribbon tomorrow.
I would like to stress the two key factors here. The first being the response from the Support system. We are always looking to improve things, and I see your frusrtation, things like that lead to changes and improvements on how we do things.
The second being, in the case of this particular event when we give away 8,962 prizes (hypothetical number) then 479 missing prizes goes unnoticed because our expected prize giveouts was met. And based on the fact that it didn't seem like there was an error a typical response for someone complaining about not receiving their prize was given.
You have a case to be frustrated, but the 2,500 other people who just want free stuff don't necessarily have the same allowance.
So I hope this helps as an adequate response to your issue. And a thanks for pointing out a problem that would have gone unnoticed based on all our facts about how many players won, who won and how smoothly the weekend event generally went. -
Reply from Support
Reply from Support:
Hello,
Thanks for this information. From this we were able to determine a small amount of accounts that seemed to have missed out on the prize even though they had completed the requirements.
As a result you will be receiving your AK47 Knife and then subsequently your ribbon.
Our event page serves as a reference but is not required to use to claim prizes. All players who qualify receive their prize the following day. This is where the problem occurred and the reason why you received the original response. For all other information that we gathered we had determined that there was no additional problems with the event, or the event page associated with it.
Proving this extra proof gave us the necessary information to look back at the records and find the problem.
We hope this answer is sufficient and thank you for your dedication and enthusiasm for Cross Fire!
Well, i don't know if you had any hand in this Saidin, but if you did, thank you.
I just hope everything works as they say it will. I am also surprised at the short amount of time it took to get this response... As little as an hour, with pleasant results.
Awesome. -
Reply from Support:
Hello,
Thanks for this information. From this we were able to determine a small amount of accounts that seemed to have missed out on the prize even though they had completed the requirements.
As a result you will be receiving your AK47 Knife and then subsequently your ribbon.
Our event page serves as a reference but is not required to use to claim prizes. All players who qualify receive their prize the following day. This is where the problem occurred and the reason why you received the original response. For all other information that we gathered we had determined that there was no additional problems with the event, or the event page associated with it.
Proving this extra proof gave us the necessary information to look back at the records and find the problem.
We hope this answer is sufficient and thank you for your dedication and enthusiasm for Cross Fire!
Well, i don't know if you had any hand in this Saidin, but if you did, thank you.
I just hope everything works as they say it will. I am also surprised at the short amount of time it took to get this response... As little as an hour, with pleasant results.
Awesome.
Lol, now your happy with the ribbon and AK Knife. -
[GM]Saidin wrote: »we would have never known this unless you had pointed it out in your tickets and on these forums. And the end result is that you're going to get your item (since you are one of these 500) and you'll get your ribbon tomorrow.
This is why people continue making threads about things that should be sent in with a support ticket.
It annoys me when people say "don't post threads about this, send a ticket", because sometimes doing both will help expedite the process.
Some MODs tend to do that (which is probably what they're supposed to do), but in many situations (like when asking a question to the community about it/letting the community know) forumers and/or MODs will just say "/close, submit a support ticket", which annoys me. I could name off at least 1 MOD that did this to me which was annoying, but I won't. -
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GodsGunman wrote: »This is why people continue making threads about things that should be sent in with a support ticket.
It annoys me when people say "don't post threads about this, send a ticket", because sometimes doing both will help expedite the process.
Some MODs tend to do that (which is probably what they're supposed to do), but in many situations (like when asking a question to the community about it/letting the community know) forumers and/or MODs will just say "/close, submit a support ticket", which annoys me. I could name off at least 1 MOD that did this to me which was annoying, but I won't.
This may be true in a case like this. But it's not true in all cases and we cannot promote the forums as a means to "get things done". Simply because if something got ignored or lost then the last thing we need are even more Z8 Fail tickets/threads.
The key in this one was that the records were on the clan page to show. For most events that we do, and now with the event page we are trying to provide you ways to make sure that you know how far along you are in the requirements for some certain event. Because it's difficult to sift through the 40 million tickets we get for people who did nothing all weekend but feel entitled to get their ribbon because they played 2 games on Friday. This process is a WIP so try to bare with us!
If this had run it's natural course he would have got the same answer from support tomorrow, simply because he followed up with the information that the "proof" was available on his clan page records. It was expedited a little faster because despite popular belief our team DOES read the forums and we DO care about you guys. -
[GM]Saidin wrote: »If this had run it's natural course he would have got the same answer from support tomorrow, simply because he followed up with the information that the "proof" was available on his clan page records. It was expedited a little faster because despite popular belief our team DOES read the forums and we DO care about you guys.
But he didn't realize that he could check to see if he had played the hour until someone on this thread told him about it. In essence, if he hadn't made this thread and a mod had closed it before he was told how to check his play-time on his profile, he wouldn't have gotten the ribbon, and neither would the other 500 people. -
Lol I submitted a ticket about how a certain program, which is absolutely legal, is causing Xtrap to go ape ****. I wanted them to add that program on the Xtrap whitelist. You know what they replied with? They said to post on the technical support forum. How the hell will members help with this? Makes me wonder who's sitting behind those desks.
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GodsGunman wrote: »But he didn't realize that he could check to see if he had played the hour until someone on this thread told him about it. In essence, if he hadn't made this thread and a mod had closed it before he was told how to check his play-time on his profile, he wouldn't have gotten the ribbon, and neither would the other 500 people.
Not exactly. Personally I would have done the exact same post that aR did, maybe even moved this to Tech Support.
Oh well the cat's outta the bag now I suppose. -
okay then... is this thread still making any sense
It was up until you posted off topic.
Subject is resolved, and support proved helpful, this time at least.
(I had won the Halloween Shovel this past halloween, instnatly got a client error, and support denied me of it.[i was P.O.'d REALLY bad about that])
Please close my thread, thanks. -
It was up until you posted off topic.
Subject is resolved, and support proved helpful, this time at least.
(I had won the Halloween Shovel this past halloween, instnatly got a client error, and support denied me of it.[i was P.O.'d REALLY bad about that])
Please close my thread, thanks.
That means nothing though. The win is recorded the moment you actually spin the crate, and not when you see the picture come up. Either your client made it look like you had won but didn't, or you're lying to get a free weapon. -
Not exactly. Personally I would have done the exact same post that aR did, maybe even moved this to Tech Support.
Oh well the cat's outta the bag now I suppose.
Even so, Saidin is saying not to make posts in the forums, when sometimes that's exactly what people need to do. Of course he can't have everyone posting in the forums because technically it's not allowed, but sometimes it has to be done, and when it is, it should be handled properly, not just dismissed as the support's problem.
And some of the MODs aren't as helpful, they'll just close it and say send a ticket. -
GoPancakes wrote: »My experience with support:
9 Hacking Reports
*one and a half months later*
0 Replies, 0 Hackers Banned
FUUUUU
They don't reply to hack reports, and if the hacker indeed wasn't banned then you must not have been filling out the form correctly.
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