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Alexa the BAE
Alexa the BAE
Strike-force Captain
Joined Aug 2014 Posts: 933
edited 9 Nov 2022, 1:37PM
One month ago I submitted a ticket pertaining to game failure. 
The co-op raid target as often happens locked up while joining battle as 2nd player. A dead fleet could have been easily handled by your "experts" but instead, the ticket was forwarded to the company. One month later I receive a standard form letter reply and ticket closed for comments.

Is this what we should all be expecting in the future?


I was offered an opportunity to create a follow-up but I'm not sure that feature actually works so here it is.

"a computer once beat me at chess but it was no match for me at kick boxing"

This discussion has been closed.
  • ThePrimate
    ThePrimate
    Skilled Warrior
    Joined Sep 2013 Posts: 409
    I fear that the word 'expert' is a bit of an oxymoron when applied to the ones that inhabit this game. I've never, ever had a satisfactory resolution or coherent reply from these alleged expert players. It says a lot for the state of the game when you wait a month and get that rubbish as a response. I think the forced move to Discord will do a lot to mute players' dissatisfaction when things go wrong - it'll be even easier for this stuff to get swept under the carpet, but, hey, Kix know best.
  • Templar614
    Templar614
    Moderator
    Joined Jul 2012 Posts: 15,850
    There are limits on what the experts can and can't do. As an example, they don't have an infinite supply of gold that they can award to everyone for every ticket that is submitted. And if you find yourself submitting tickets frequently it is possible that you reached the limit of what they are capable of helping you with in terms of compensation. Hence the ticket going to CS.

    With the departure of CM Hank (who was helping with tickets) and CS Jade (who was a full time CS agent for BP) there was quite a delay created in ticket response times. Any backlog that was there prior would have only grown at that point, which it did, and unfortunately that means that ticket response times increase as well. I do believe at least one new CS agent has been brought on and has been making their way through the mountain of tickets now.

    Even though the forums are being discontinued in a week, the rules still apply and I removed the ticket responses.
  • Piratekiller_BOB
    Piratekiller_BOB
    Strike-force Captain
    Joined Jul 2014 Posts: 895
    Bet an expert answered and he didn't respond. They don't send to team for that type of problem. The ticket system works great. Usually with in an hour or 2 expert responds. Sometimes with general info.(which is typical for this type of ticket) If you are not happy with response you have to chat with them for a bit. If still not happy send to kix. Not that bad at all. Never have I had to wait more then a day with expert and with kix maybe a week.
  • Sputnik001
    Sputnik001
    Unicorn Overlord
    Joined Jun 2013 Posts: 2,502
    Yep, its a long wait...................

    I wonder if all CS is working on Discord, as that seems to be going VERY fast.....
  • MillionDlrBil
    MillionDlrBil
    Moderator
    Joined Apr 2013 Posts: 2,674
    Sputnik001 said:
    Yep, its a long wait...................

    I wonder if all CS is working on Discord, as that seems to be going VERY fast.....
    No, Discord is not a means of bypassing CS, in fact it is slower than creating a ticket in the first place as the response on Discord will be to create a ticket. 
    Support || Forum Rules || Discord <<< Click me

    Don't forget to join us on Discord. Click the link above for your invitation to the server where you can see the new forums and features. 
  • Sputnik001
    Sputnik001
    Unicorn Overlord
    Joined Jun 2013 Posts: 2,502
    MillionDlrBil said:
    Sputnik001 said:
    Yep, its a long wait...................

    I wonder if all CS is working on Discord, as that seems to be going VERY fast.....
    No, Discord is not a means of bypassing CS, in fact it is slower than creating a ticket in the first place as the response on Discord will be to create a ticket. 
    Good to know 
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