Collecting information on how to support you better.

Well i'm not sure if anyone else said this.

But i hate support and i'm pretty sure support hates me.

I've had you guys close tickets on me when i had proof of me being innocent, you guys always say go search or create a thread in forums, well it be nice if you guys would actually checked out if we created a thread about it because I've done it.

And i find in most replys you guys use a phrase normally which said "We don't really care about your problem so were going to redirect to somewhere that can't help you"

I've got more to say but i just got off a long shift at work so i'm not going to bother cause i'm to tired to give any more rant then those two things.

Edit: I was just like to say that tech support gives no answers to my problems 90% of the time,so why bother with it when all they do is direct you to the forums, why not just give an automatic response to the tech questions cause you guys don't even help us most of the time it seems.


Edit 2: Now that it's mourning i'll add some other things i dislike about support. I hate it when you guys state stuff which i asked in the question, like the time i asked if brazil was other going to moved into the red zone for having there own version of cf, and as a reply you said "CF brazil does have there own version of cf", plus the ticket i sent after that one to tell you guys of your mistake and me wanting the answer you guys just closed the ticket without an answer.

Another thing is how when i use to report hackers, about a month later i checked all the profiles of all the people i reported and 90% of them still had their honor ribbon. So that's why i stopped reporting cause i had a feeling you guys just ignored my reports, and yes i know you don't give reply's to hack reports.

Also it would help if your support had common sense, like how my account was made at my friends house who lives less then a kilometer from me, but for some reason you refuse to think that i could have friends and so when i do account administration i have to put his IP address because you guys will say "This is the wrong Ip address." Plus i've played on the same IP address for 3 years you guys would figure out something by then you think.

Also support sucks at understanding the issue in general, you guys or support whoever answers the questions needs to read the question and ask themselves if they understand in stead of just typing something in which they thought was the answer.

And last of all for now, is i hate how tickets are always closed these days, giving us no chance to give feedback if you didn't answer our question the first time, which seems to happen a lot to me so i end up opening another ticket which is just a waste of another ticket because you didn't answer the question the first time and you closed the ticket so i can't simply respond and ask for you ask you to answer my question.

Well i believe that's enough rant for now if i think of more i'll add it.

Well, support isn't very good at understanding issues probably because they don't read the ticket properly but instead look for keywords or phrases then assume they know what it is about thus giving irrelevant answers.

There could be better response times but I actually think the current ones are reasonable.

Regarding hack report tickets, I think they should be made easier for some people, I've often been asked "what time shall I put", "what round it was TDM" etc

Also it would be nice to have a reply when a ticket has been dealt with (automated would be fine).

I have used the support many times to report hacks, Only to see them play everyday. Fix the reporting system. Dont tell me about maybe they got a 7day ban before the report was seen. Dont want to hear that again. FIX THE REPORT SYSTEM...... End of Story.

badboy051 wrote: »

I have used the support many times to report hacks, Only to see them play everyday. Fix the reporting system. Dont tell me about maybe they got a 7day ban before the report was seen. Dont want to hear that again. FIX THE REPORT SYSTEM...... End of Story.

What? You don't ever get a response when you report a hacker, and hackers reported through the report system are permanently banned. What exactly needs fixing (other than maybe an addition in staff)?

You dont reply to hacker reports.

Most of the support system works well when not receiving automated responses but:

Hack submissions should still be reviewed even with an x-trap patch taking place. What I'm saying is that even if the system bans a hacker for a temporary ban, a player submission should still superceed this temporary ban and it now be permanent.

Some feedback from Z8 on the success of our submissions would be nice too. There is absolutely no feedback given to a hack submission. As far as I know, I could be sending in the information incorrectly for the past 3 years and will never know any better because I get no feedback!

Thanks for listening to our feedback and concerns.

[GM]Hpx wrote: »

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?

When someone reports another person , Inform the reporter if you guys have Banned them and How long they have been banned for.

iBobRawrs wrote: »

What? You don't ever get a response when you report a hacker, and hackers reported through the report system are permanently banned. What exactly needs fixing (other than maybe an addition in staff)?

Dude the response is a auto mail that tells you they got it. Doesn't mean they will look at it. And you will never get a message telling you he has been ban. I have report many hacks and many have been ban. But there are still lots of them playing that I reported a year ago. So this only tells me they get so backed up, they have to delete some. Now if a guy has a good report history, 99% that he reports are true hacks. Then he should go to the front of the line, as so the hacks will be ban faster. I know there are many that will report a legit player without watching the replay to confirm that indeed hes a hack. I review all replays then report. If there's not enough proof of the hack I don't report. There has to be many things Z8 could do to get the report system working the way it should, faster

Sorry for this bump but I needed to post.

1) When you are saving a replay, you can't enter '*' as it won't allow you. Some people names have '*' in them and it should be allowed.

2) In the support section, under Crossfire hacking reports, it says "Rounds that Hacking Occurred :" but what do we do if we played a timed game or a kills game. For example, get 150 kills or play 12 minutes. This question needs to be accurate and it should say 'Rounds or Time or Kills that Hacking occurred.'

3) In the support section, under Crossfire hacking reports, there should also be a question saying 'The player profile link' which can be optional if they want to do it or not. Also it's makes it easier for the support staff to find the hacker.