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Thread: [FEEDBACK] Bring back support@growtopiagame.com

  1. #1
    Knight TURNNOW's Avatar
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    Lightbulb [FEEDBACK] Bring back support@growtopiagame.com

    All of us know, after the changes of support system , it becomes suck.

    I mean like , the previous support system have no issues and responses from the staff is quicker than the one ubisoft is implementing.

    We did saw alot of complaint from growtopians that their email was not replied after weeks , and they have to send another mail.

    Do you have any thoughts and idea about this?

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    Both ways were the same. The only plus in the new support system that makes it better is that it makes problem identification easier by making you choose from multiple options.

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    Master Sorcerer alextclam's Avatar
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    There's probably only one or two support techs handling all the support tickets at Ubisoft. With the new support system that they recently implemented, there's also a learning curve for the techs. That increases the time for their response and overall handling of the tickets.

    Is it absurd to wait a few weeks to get a response? Yes. I think they need to organize a bit on who handles what types of tickets. For example, one person to handle all ban issue tickets and another for all IAP issues. There's always someone who's better at handling a certain type of issue. I'm an IT Manager and I delegate tickets accordingly to my techs.
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    Quote Originally Posted by alextclam View Post
    There's probably only one or two support techs handling all the support tickets at Ubisoft. With the new support system that they recently implemented, there's also a learning curve for the techs. That increases the time for their response and overall handling of the tickets.

    Is it absurd to wait a few weeks to get a response? Yes. I think they need to organize a bit on who handles what types of tickets. For example, one person to handle all ban issue tickets and another for all IAP issues. There's always someone who's better at handling a certain type of issue. I'm an IT Manager and I delegate tickets accordingly to my techs.
    Paragraph #1: According to the Growtopia Wikia, there are 10 support specialists which breaks your whole theory.
    Paragraph #2: Growtopia support literally get flooded with thousands of emails (it's a game, not a business) which makes it hard to reply to everything fast. Adding to this the time they take to check each case and it all adds up to a week or so.

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    Master Sorcerer Tangramboy's Avatar
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    I wanted to msg support, but it asked me to make an account.

    I guess my issue isn’t that important, since I don’t feel like making that.
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  6. #6
    Master Sorcerer alextclam's Avatar
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    Quote Originally Posted by RichWizard View Post
    Paragraph #1: According to the Growtopia Wikia, there are 10 support specialists which breaks your whole theory.
    Paragraph #2: Growtopia support literally get flooded with thousands of emails (it's a game, not a business) which makes it hard to reply to everything fast. Adding to this the time they take to check each case and it all adds up to a week or so.
    You're right, its a game not a business. Which leads me to believe that there's only 1 or 2 support techs. I doubt they would hire 10 support specialists for a game with the size of Growtopia's customer database. That's inefficient for any type of business or company.

    I managed a PBX system for a call center at a popular female clothing catalog business back from 1996-1999. Our customer volume was way higher and we only had 4-5 customer service reps. That's for a catalog that gets distributed to all 50 states in the US and overseas to Japan.
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  7. #7
    Lesser Wizard
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    Quote Originally Posted by alextclam View Post
    You're right, its a game not a business. Which leads me to believe that there's only 1 or 2 support techs. I doubt they would hire 10 support specialists for a game with the size of Growtopia's customer database. That's inefficient for any type of business or company.

    I managed a PBX system for a call center at a popular female clothing catalog business back from 1996-1999. Our customer volume was way higher and we only had 4-5 customer service reps. That's for a catalog that gets distributed to all 50 states in the US and overseas to Japan.
    There’s actually around 10 support specialists such as Looloops, Restford, Gallifreyo, Pangloss, JamHammers, PaintedKitty, Daewud, vvCephei etc.
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    More mods more ban appeals so more people handling it, oh wait they dont.

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    Master Sorcerer alextclam's Avatar
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    Quote Originally Posted by 7075 View Post
    There’s actually around 10 support specialists such as Looloops, Restford, Gallifreyo, Pangloss, JamHammers, PaintedKitty, Daewud, vvCephei etc.
    That might be the problem right there. The same 10 or so people are moderating the forums, moderating in-game and working on support tickets all on the same clock. If someone is dedicated to one task then things usually get done faster. If they're multi-tasking then it will cause delays.

    Perhaps it might benefit us and them if they re-organize a bit. If there are 10 support specialists and people are waiting over 3-4 weeks for a response or update on their tickets, then something is not right and they need to step up their game.
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    Quote Originally Posted by alextclam View Post
    That might be the problem right there. The same 10 or so people are moderating the forums, moderating in-game and working on support tickets all on the same clock. If someone is dedicated to one task then things usually get done faster. If they're multi-tasking then it will cause delays.

    Perhaps it might benefit us and them if they re-organize a bit. If there are 10 support specialists and people are waiting over 3-4 weeks for a response or update on their tickets, then something is not right and they need to step up their game.
    That's one of the reasons they are recruiting a lot of game guardians to monitor the forums, and in-game.
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