Hey guys, here are the results of the Poll on the quality of R2Games Customer Care where 650+ people voted: Poll Question & Structure I want to straight away highlight…
How Tickets are not Answered and Auto Closed
Hey guys, in this post I show facts / examples of actual tickets which Customer Support does not answer and then auto close. This is highly unprofessional and shows that in specific companies, such as R2Games, there are no policies, no oversight and no checking mechanisms implemented to take care of customers.
Note 1
- This post does not say that all tickets are being treated like this, but there is a good portion of tickets that are and we have both seen this frustration in player posts and received many messages confirming this from players. Related proof previously published via 650+ votes’ poll result.
- Remember it does not matter if the customer is right or wrong – all customers should receive a reply to their complaint.
No reply at all and then auto close
On this one there was not even a reply and then ~3 weeks later just auto closed:
Ongoing no reply even after 3 reminders
This one is just unbelievable. The CS agent says please wait for some hours and then 1 month later and after 3 reminders there is still no reply whatsoever until today:
1.5 months no answer and auto close
But at least in this ticket there was an original answer that issue is being forwarded, so the 1st support person maybe did his job (although it does say automated reply) but the ones after did not:
Note 2 – what do professionals do:
- Professional companies respond to all tickets (even if late).
- They do not auto close when the ball is on their side, i.e. they are the ones who should reply next, not the player.
- They have statistics on daily and/or weekly basis monitoring various KPI (Key performance indicators) and they reward or take corrective actions in the customer support team depending on their performance.
- They do not hide or remove tickets without informing players.
- They make sure their ticket system is working (for months some players are unable to report tickets at present from specific locations such as Armor Games).
Discussion
- Have you or your friends suffered from this issue?
- Do you think people will quit from such treatment or they will just swallow and continue playing?
- What can players / customers do when dealing with such companies?
Matched Links from DolyGames Sites / Google
NOTE:
Thanks to Patrons supporting COSMOS Wartune blog & DolyGames gaming portal & the games that I create for people to play for free.Please consider supporting via Patreon.
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they soon asnwer tickets if something is wrong with the balen recharge button
or if you find a glitch that helps you get many free items
Strange because i had a issue with the last 2 gem events they resonded with in oh i dont know 15 minutes with a tip on how to resolve. And it did work. How ever and this part is my fault they were not able to give me the reward for the previous event as i did not send a ticket. My bad i screwed up and did not file a ticket. I went back and forth with a csr for 3 or 4 days them wanting more info if i had it like any screen shots etc that i may have had. In the end they were not able to help. What i seen in those screen shots is some one who speaks broken english (shocker they are not native english speakers) t them a few hours more is their way of saying a few days. Then i see you saying how bad their support is etc in 2 replies. Why in the hell should they help you at that point? You also do not show what the issue was you were having so whos to say it was not a highly complex one? Very one sided. And honest to God if you hate wartune so much and r2 just quit already.
You seem to have a problem with clear reporting of facts. If you do not wish to know the truth then do not read such articles.
It is great that YOU got a reply, but just because you got a reply does not mean that everyone else got a reply. You seem to not care at all about the suffering of others as long as you are OK.
Some of the conclusions you made are so messed up that I cannot answer to those. For example it does not matter at all what the issue is, a professional company answers to all issues of their customers.
There is absolutely nothing one sided here, facts are clearly presented with screenshot proofs. If you are blind to that there is nothing to discuss.
Lastly nowhere in this article is written that I hate Wartune or R2. As I said you seem to have a problem with people reporting the truth.
– Cosmos
They send me the same message! And i am struggling with a bug with my toon and i keep being ignored..
Proficient City does not have this problem. Rarely have to wait even 24 hours to get a response. It might not be the answer you want, but at least you can move on.
Nice, lucky you.
This is why I’ve only filed a ticket once (to no effect). I’m sure they’re aware of all the bugs and either cannot or will not fix them. Bugs that are helpful to players are immediately resolved, which is curious. Spire chest bug: fixed ASAP. Kick bug: still around years later. This game seems to be one of the least professionally run one on the internet (and that’s saying a lot). Players stick around because of the game’s potential and the friends they’ve made. Though, over half of my “friends” have left for good.
r2 games support is just ridicolous.
all tickets get auto closed after 2 weeks,you need to send them a reply stating the issue is not resolved yet to keep the ticket open, i have had issues in the past and let them know its not resolved yet and takes them a month to resolve the issue. sometimes i didnt get a reply for weeks before i finally got in contact with a Mod in the forums that was able to get a reply for me.
with the amount of problems r2 has i can imagine how many tickets they get and why it takes a month to fix/reply to a ticket LOL
Koram used to answer tickets, but haven’t so in over a year (only an initial auto-response). They do not ever close any ticket, the user has to. I had tickets open for 6 months and had to close them as they only allow 3 open tickets.
i was in shock, i wrote a ticket today, got an answer today. I had all but given up writing tickets in the past, so i stopped cashing.
Thank you cosmos and team for making them pull finger out of ass.
lmao
Sigh….honestly? you can keep complaining about service but continuous years have shown this is indeed the case and will continue to be……you can create a new char on a company you feel is the best…..give up tons of work….or you can accept the fact this is real life in the gaming world. IRL ….yeah shit does happen out of control…..sometimes its a crappy job that continues hardships……either accept it…..or quit and find something enjoyable……history says corporations are untouchable and this will always be the case. if you do find a legit complaint….they’ll change the rules in their favor. Sorry……welcome to adult real world.
1,5 month ago i decided to go VIP. So, i made a payment via mobile SMS (12 euro in total). The 12 euro was payed (showed on invoice) but no VIP.
So, i created a ticket and thought it would be easy to settle. Well, i ended up with many tickets because they kept closing them every time after two days.
No auto-closes, closed by pure stupidity. I even had made screenshots of the payment but they didn’t understand where to look at. So, they asked me to point it out (the big red circle wasn’t good enough) and closed the ticket.
New ticket created. Was closed with a written something in Spanish. I am Dutch and write in english, why Spanish you #@$%$#$%????
Well, three heart-attacks and many headbutts to the wall later it was finally solved and i had VIP. Too bad it took a full MONTH!!!!
And that was the first and last time i ever payed for Wartune. Idiots.
I had a ticket I opened in January, I stopped responding to the every-2-week support elf emails in June. Issue unresolved.
oh how cute you are moderating comments now got to make sure it all supports your point of view huh good job Just shows that you know your in the wrong but want to make it look like all the comments support you brilliant. Bet you vote liberal to huh?
Your display of stupidity is not impressing anyone. Just because your comment was caught by the Anti-Spam program does not mean I am removing all comments not supporting my view. In fact this is the only website / blog on Wartune where people are able to speak the truth as the official channels delete posts, comments, threads and even edit the words of people to remove negative reports about them.
Why the Anti-Spam program caught your comment I don’t know and i don’t care. My job is to review and check that it does not make mistakes which it does as programs are not perfect, so I approve manually comments on daily basis, but clearly you know nothing about hard work and how much effort it goes into providing top quality service to players for 4 years already. You just want to spit on honest people, so that’s your karma – not my problem.
Feel free to continue insulting, that does not impress anyone as it takes no skill or no personal development to do that.
– Cosmos
want a ticket to be answered or be noticed: tell them a bug where they lose mmoney, they will answer (or not) but they will fix it in a hotfix within some hours.
have aa problem or tell them bugs that effect palyers and cost ballens or items for players (not for wartune runners), uuups sry u get auto reply and bug will stay in game for ever
thats how most companies run their “service” and worst of all customer service i know are the “elves” from kabam/r2 im pretts ure elves exist, but im absolute sure there is not 1 single competent person working in customer service at their office (guess its more sure there isnt any service at all, cause all u get is auto replies and infos ur ticket has been closed)
It’s very unfortunate. Not all companies are like this, there are some that have a great customer service, but the illustrated examples are clearly not among the best.
– Cosmos
I found following behaviour of R2 support:
1) If the ticket is interesting for individual personnel, they reply (usually with provide picture, even the one is attached to the ticket) but as soon as it becomes mentally complicated they auto-close or response “we will forward …” and you have to keep ticket open, but nobody bother about it
– sometimes somebody answers to this keep-alive ticket, but usually without reading previous thread.
2) If it is not interesting, they silently close it
And very often it depends on support people, so keep sending similar ticket next day, you will see different answer, different treatment and resolution
Yep, that’s exactly why they are unprofessional jokers.