Customer Support Update

I work in customer technical support in a small software company. I know exactly how it is when you get flooded with tickets.

It's hell on earth. Especially when the developers have gone on vacation, and there's blocker level bugs in the software.

The wording is interesting to say the least:

In literal 8 sentences or paragraphs. The support "team" is also mentioned 8 times. I can only share what impression that gives on a professional level:

It looks like management is trying to detract from their own responsibilities. The "best effort" doesn't shed a good light on the support team either. Basically throwing them under the bus. It sort of implies that they are at fault. i.e. "They tried, was the best (effort) they could do... but were simply not good enough for the task at hand".

Typical corpo HR phrasing. And not in a good sense at all.

Not a single mention of the management and their obviously lackluster and archaically enforced, impractical processes. With proper processes, automation and practical/mutual work culture even those excessive volumes would be way less of an issue than they currently are: Even without expanding the support team. (Which is obviously required nevertheless)

Let me ask you one question: Who has the practical means and absolute responsibility to improve, adapt or change things for more efficiency. Or to address obvious issues and inefficiencies? Is it your support team employee overworked and working hard at the front. Or maybe still, management with actual executive means to communicate, evaluate and implement.

This is better than nothing. But seems to fall in line with the other impressions left for players and customers.

So following up after a 6 week wait, which is completely reasonable after a $450 purchase of a product which hasn't arrived, puts you at the bottom of the queue to wait another 6 weeks? fmd thats bad.

That's not only bad. That's absolutely sub-par.

For the life of me I don't understand how anyone thought that would be a "sensible" tool, process or solution:

- How is this even possible?
- So you are basically saying you have zero ticketing/incident management. Whatsoever? You simply operate on your "good ole" mailbox?
- How else is it possible that customer-requests are not assigned a coherent/collective incident number. To then be sorted by oldest date and request age?

- Imagine that poor support team with 500k requests. Multiplied by the number of follow-ups, delays, back and forth etc.

So the most desperate customers, or bigger issues and criticalities will not even be prioritized, classified by any means.

- But pushed to the very back of the "mailbox-queue" entirely?

"Okay". What are you doing. Why does none of this comply with what was literal standard IT and business practice. Even in the 90's? What is going on?

What do you intend to DO about that sort of core issues and apparent problems?

its ok ^.^

I think we all deserve one box with a surprise. At least in honor of the New Year :)

While i appreciate the fact that you decided to publish this update, I find it very hard to believe that you really

"

received around 545,000 email requests and been able to reduce the remaining requests to approximately 75,000

Most of these people just stopped waiting for a reply from GGG at this point and gave up.
How do I know this?

I'm currently on my 41st day of waiting for my issue to be resolved by GGG. The issue is rather trivial one and shouldn't take more than 1-2 days to resolve.

What is my personal experience with the customer support?
I sent an email request on December 10th. Had to wait 14 days for the first reply. The reply asked me to provide information that was already included in the initial email (account name). Apparently GGG customer support can't be even bothered to read initial emails at this point. After i reiterated the same info i then had to wait ANOTHER 14 days for the second reply. Which asked me for my current IP address.

So your ticket processing system is "send 1 reply per every 10-14 days".

I'd love to see ANY coherent answer as to WHY TF CAN'T YOU ASK ALL THESE QUESTIONS AT ONCE? Then process them, resolve the issue and close the ticket. Instead it now takes you MONTHS to solve and close ONE (1) ticket.
How many NEW tickets will you receive in these months? How can you claim that you are reducing remaining requests when some people are waiting (with similar issues) since November? They are on 50+ day streak of waiting, hopelessly.
Seems to be a systemic issue. Not even the best support team will be able to handle this mess if it uses a system that just doesn't work under such circumstances. Maybe this system was working before, but now it just doesn't.

PS I also adore all the brownnosing fanboi sycophants here, who are here defending their GGG idols like their lives depend on it.
"Oh it's just an EA", "We understand everything", "Best company in the world".
Pray to all the gods that you don't and won't have any issues with your account, so you don't have to experience how your idols handle these issues. I honestly almost wish that you experience something like that, just you finally receive a healthy dose of reality. I'm not even mentioning rampant dupes, exploits, persistent performance issues, lack of data security and blatant disregard for their own ToS (when certain celebrities openly break them and even admit it) and so on. "it's just EA bro!"

PPS You can report/ban me all you want, I honestly don't even care anymore at this point. I just needed to get this out of me when i saw this BS "announcement".

No worries, we understand. Maintain the high standard you have set so far. Transparency is the key. ;)

"high standards". "golden standards".

in light of the realities at hand ... no offense but are those ggg users?

Just fix or address the "freeze on loading screen" issue. 3rd party tools like PoEUncrasher help, but that can't be the solution :(