117640-game-support-frustrating-and-doesnt-accomplish-anything

== Content ==
			
Let me start by saying I love Wildstar.  But Its worthless to report a bug or glitch in game. NCSoft appears to not care or lack appreciation of their players doing so.  I can totally relate to all the people I have talked to that refuse to play the game any longer.
 
I have reported 3 different issues on 3 seperate occassions.  The three issues were as follows:
 
On one issue the flame thrower was remaining on my back and shooting toward my feet... making the quest almost impossible to complete.  I was told nothing could be done without a screen shot, which i couldnt provide because I had completed the quest and moved on, even if it was difficult annoying to do so. So nothing was done, as far as they were concerned the matter was closed and dropped... not once did they say they would look into the matter and see if it was happening to others.
 
Another time, at the end of a quest where you were in a suit with a 3 skill bar, the suit dissapeared and i was stuck sitting down on the ground with only those 3 skills on my bar... nothing worked, so I submitted a ticket.  i had to work the next day so it was 2 days later that I was able to pick up my email.  Lo and behold.... NCSoft had closed the matter because I hadn't responded to their email...
 
In all 3 instances that I have submitted a support ticked, I have recieved a follow-up email asking how was the quality of their support.  Each time when I tried to respond, I got this message:	This ticket is now closed.Unfortunately that means the ticket can no longer be rated.
 
Immediately closing the ticked doesn't allow us the time to have the issue addressed.  We all have buzy lives and sometimes it takes us more then a few hours to respond to emails. This practice gives your player base the impression that you don't care that your game has a bug/glitch and that you have no intention of addressing the issue.
 
I an not someone that posts in fourms, but the responses I have gotten on the rare occassion I have filed a support ticked have frustrated me to no end.  I realize your trying hard to fix things, and I love the game.  But I for one an dissapointed in the way support ticked are treated.
 	
----
			what exactly were you looking for? when you report a bug they log the info and move on. did you think they were going to give you a progress report? on the flip side of that my dealings with customer support have been amazing. fast response times and so far every issue i've had that was cs related was resolved to my satisfaction. bug reports don't go to cs maybe that's were you're getting confused.	
----
			
{| class="blockquote"
what exactly were you looking for? when you report a bug they log the info and move on. did you think they were going to give you a progress report? on the flip side of that my dealings with customer support have been amazing. fast response times and so far every issue i've had that was cs related was resolved to my satisfaction. bug reports don't go to cs maybe that's were you're getting confused.
----
			
They get rated on the number of tickets closed. No AAA title has CS worth a crap. they all either outsource it, or understaff it.
 
It is what it is.	
----
			my customer support has been either:1) Quick response with good resolution2) Quick response basically saying "yeah it's broken, tough $&^#"3) Or super slow response saying know what went wrong and can fix it but not authorized to	
----
			I'm a bit tired of the generic reply scripts...sorry...forwarded...closed, and my tickets never actually being resolved.	
----
			
What do you expect?
 
Oh cool thanks for finding those bugs bro.  Hold on while I fix it here on my system and hotfix the game? 
 
Thats like expecting a cable customer service rep being able to fix a broken cable line at your house over the phone lol.
 
CS for Wildstar is actually really good when it has to do with your account and issues they can actually resolve.... IE.  Account issues, billing, character names, etc etc.
 
I have dealt with them several times.  Once because I switched phones and couldn't login with authenticator.... the issue was resolved within a few hours of me requesting a auth reset.
 
Character rename... again solved a few hours after I put in my ticket.
 
Reporting bugs is exactly that.  You report it.  They aren't going to hold your hand and give you play by play updates.
 
Some people really don't know what customer service is nor what is and isn't achievable by the customer service.  They aren't developers.
 
moderator edit: content 
			
				
	Edited November 6, 2014 by Chillia	
----
			
I have to say that I've found Customer Service to be exemplary. Certainly I feel like I'm actually dealing with real people more than any other game I have played.
 
You have to accept that most in-game quest/ui/character issues are never going to be resolved for you while you are experiencing them. They will require reproduction by the testing team, and a fix to be designed tested and implemented. You're going to be in a whole new zone by the time that stuff is fixed.
 
Where Customer Service are able to respond quickly (character transfer issues/account issues etc), I've repeatedly been surprised about how fast and complete the responses have been.
 
When you are posting a bug report, you're really doing the community a service by raising an issue to the Dev team. The more people that do this, the quicker they will be able to reproduce and fix the issue. Please do keep submitting bug reports, they make the game better for everyone in the long term!
 	
----
			
Hello!
 
I'm sorry you didn't get a suitable response to your tickets, that's something I will chase up with our Support Team.
 
Support Tickets (and the in-game help option) is less about reporting bugs and getting fixes and more about "I am stuck and don't know what to do next" kind of deal.
 
Bugs, which are what you're describing, are better suited to a /bug report or posted here in the forums. Sadly, we can't fix these right then and there and some of them take considerable time to investigate and deduce the problem.	
----
			
As others have already said, bug reports are performed using the /bug command, not through a support ticket.  A display bug (flamethrower issue) is not a support ticket item, and it certainly didn't prevent you from completing the quest because the item still functioned correctly, it just looked weird.
 
My Elder Chainsaw is invisible, and is replaced by a backwards facing claw, but you don't see me making support tickets about it, because it still does its job.
 
Support tickets are for account issues, character name issues, lost items, getting hacked, reporting hackers/cheaters/botters, and things of that nature.
 
So far all of my support tickets were quick, and resolved to my satisfaction... though I may have to revisit one because I'm pretty sure mail gets returned to sender after a month and I still haven't gotten some wood back.	
----
			
I completely understand what customer support is.
 
I would be completely happy if the response was, thank you for reporting this, we will fordward your concern to the appropriate dept.  Or in the case of my character being stuck.... we will look into the issue.
 
On all 3 instances I reported something I received an email stating that they needed screen shots.  And on all three instances they were closed before I even had a chance to reply.... some of us have to work and need more then 12 hours to respond.  Additionally, when you send me an email asking me to rate your service.... It should allow me to respond even tho the issue was closed.. all within a few moments of each other.
 
I do not expect an immediate response nor do I need immediate resolution, I simply ask that the matter not be brushed off so quickly.	
----