CSR appeals response

[Tetley]

Has anyone tried using the CSR appeal in the game and what sort of response have they had? We tried tonight, just before 8:30pm UK time about a bugged pve dungeon. After 35 minutes not one of us had received any kind of response. This is terrible really. Lack of response like this was one of the reasons I left Age of Conan (main reason was it was bugged to hell).

Has anyone got better or worse examples of CSR responses? Did we catch them on a bad day or is it always bad?

 

[Ormorof]

i made a CSR appeal some weeks ago and had a response within about 15 minutes, before that had made another response and had a response again within half an hour or so with useful advice too, maybe just unlucky that they busy at a prime time?

 

[MagnusGOA]

Good morning!
When filing a bug report, do not expect the swift response you'd normally get from other tickets. The reason is that these tickets are funnelled to our Quality Assurance department - not our Customer Service department. QA are highly trained experts who investigate lots of bugs and are even able to fix some. Basically, their primary focus is to help improving the game, as opposed to CS who focus on making the gaming experience as smooth as possible.

This was explained in our latest grab bag:

If you are experiencing a bug and require immediate assistance, do NOT select 'Bug Report'. Our bug report queue goes directly to the Quality Assurance department for review and investigation, and they are unable to assist with in-game issues.

​

Cheers,
Magnus

 

[Fafnir]

i made a CSR appeal some weeks ago and had a response within about 15 minutes, before that had made another response and had a response again within half an hour or so with useful advice too, maybe just unlucky that they busy at a prime time?

Thats nothing, made an appeal in WoW hit submit, 15 sec later after "rezzing" was done i got an answer.

 

[Bahumat]

I raised a CSR appeal because my quest inventory was full. This meant I never got the Branch from Lost Vale. I raised the appeal quite late so fully understand there is less support at these times (even though its 24/7 support, there would probably be less people on the night shift).

Either way, I got my branch and an email to confirm it by the morning. Was more than happy.

 

[ford prefect]

This was explained in our latest grab bag:

If you are experiencing a bug and require immediate assistance, do NOT select 'Bug Report'. Our bug report queue goes directly to the Quality Assurance department for review and investigation, and they are unable to assist with in-game issues.

​

Cheers,
Magnus

Perhaps some kind of auto responder should be put in place for these types of issues explaining exactly that to people when they submit.

 

[Flimgoblin]

Perhaps some kind of auto responder should be put in place for these types of issues explaining exactly that to people when they submit.

How about nice long message in your chat box explaining this and telling you to "Use the appeals if you want a CSR response" ?

 

[Grotnob]

What's the fastest way to get a CSR's attention, for example when reporting exploiting which is actively going on at the time of appeal submission?

I've been told that CSRs need to catch people in the act of exploiting before they can do anything. Very little point in reporting, for example, balcony pulls if you don't get a CSR response until it's long over and done with, the keep's changed hands, and the offenders are long gone, disbanded, logged off, whatever.

I've even heard people in warbands saying that yeah, balcony pulling's an exploit, but the CSRs never do anything about it even if they catch you.

Bit of an unfortunate reflection of the level of respect people have for the CSRs and their ability to enforce the rules...

 

[Tetley]

It was a CSR report not a bug report we filed, it was just about what seemed to be a bugged event. Some had done the same event before correctly so it was not a permanant 'bug'.

Don't get me wrong, I am not trying to slag off GOA completely here, that is why i asked if our response was typical or not. I understand there will be the odd quirk in responses. As a CSR query 35 minutes with no response was too long but it is obvious from the replies that this was not normal.

The average 15-20 minutes people here seem to be showing is good, grats to GOA on that, and the fact that I had never previously needed to do a CSR since the game started is even better.

 

[Loneliness]

I would not care if i didnt get a response for an appeal a week after, as long as i get a response. People complaining about no response within 5min several hours jesus christ.

 

[Ctuchik]

Has anyone tried using the CSR appeal in the game and what sort of response have they had? We tried tonight, just before 8:30pm UK time about a bugged pve dungeon. After 35 minutes not one of us had received any kind of response. This is terrible really. Lack of response like this was one of the reasons I left Age of Conan (main reason was it was bugged to hell).

Has anyone got better or worse examples of CSR responses? Did we catch them on a bad day or is it always bad?

theres only so many CSR's working at any given time. maybe they just had a lot to do?

 

[Belisar]

I hit the feedback button in order to give a PoV on an issue I see in the game. I had a very polite CSR then contact me about my "appeal" within 5 minutes.

I explained it was not an appeal but just some feedback on an issue I could see within the game and got a polite "thank you".

I have to wonder if the feedback has been passed on but was bemused by getting a CSR response to it.

 

[Calaen]

I have used the facility 4 times, and on all occasions I have been responded to in person withinin 15 minutes.

 

[Thrildif]

I have used the facility 4 times, and on all occasions I have been responded to in person withinin 15 minutes.

Likewise, used it a few times and got a response within 15 mins or so. The one time I logged off before then I had a nice email waiting for me the next morning.

Granted some of the appeals didn't give me (or us, when we had a dungeon boss do odd things) the answer I was hoping for, but it's always been speedy and polite responses.