Automated Replies to Appeals + Threats of further account actions

Support Customer Support
1

Can you explain to me why when i open an appeal ticket i get the same responses everytime when i ask questions in the ticket or for further information on certain things the entire content of my ticket is completely skipped and i get a response of things like

“after a thorough investigation”
or
“your account was found to be in breach of”

Regardless of what you actually say in your ticket you get these auto generated bot responses with no human behaviour , empathy or any kind of leniency or emotion.

When you aren’t happy with how this is being managed and open another appeal going into even more detail asking questions or for assistance u get the same replies again but this time at the end they threaten you with things like

If you continue to open tickets to appeal or something along these lines further account actions or account closure may occur … what kind of rubbish response is this ?

Why is it unreasonable to expect a real person to reply to me to address my concerns and answer my questions and to see some kind of empathy or leniency on ocassional depending on the severity of the offence.

Also if there is any GM’s reading this i’ve had multiple appeals for 2 suspension both unjustified nothing helpful i’ve had multiple guildies/officers open tickets saying how ridiculous these suspensions are

If you can provide me the correct channel to submit a complaint about customer service if here and the ticket i’ve recently opened are the incorrect channels it would be appreciated.

2

To be utterly frank:

An appeal isn’t a court of law, they’re not there to debate the actions, trying to fish info about stuff they’re not allow to talk about. Their job is to look over the logs and see if they’re done in error, nothing more.

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4

This forum is primarily for players to help point other players in the right direction.

In this case, no appealing an account action is t going to get you a custom reply nor are they likely to answer whatever questions you might have had about the account action. It’s just have a second person take a look at the data and either uphold or turn over the account action.

As for CS feedback, when your ticket is marked resolved, you can fill out the survey attached to it and it will go to a supervisor. Note that it’s a one-way feedback though.

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5

Sorry but, you not getting your way with something, let alone explaining how something works, isn’t white knighting. More to the point, tossing a fit on the forums won’t magically give you what you want. The blues here ain’t able to do anything, and there isn’t any GMs here.

There have always been folks who always say “it’s a clear issue” when it effects them the moment it happens, but willingly ignores it when it happens to others. No amount of trying to ‘bring it to light’ and other things, won’t change how the appeal system works, how the folks handle tickets, etc.

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6

Mate i’ve been marking those surveys for the last 4 years as negative as possible and leaving messages explaining how terrible customer service has been and why etc.

They’ve done nothing to improve whatsoever those surveys probably go into the nether and are never seen again lol.

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7

Well, you asked how to provide feedback and that’s the way to do it.

You clearly already have your mind made up on their customer service though, so I’m not too sure what else to tell you.

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8

Being told “No” is not bad customer service.

Imagine going through life thinking there are no consequences to your actions…

Yes. They read your feedback about the interaction, review the interaction, see that you are in the wrong, and they delete it.

Or maybe post it in the break room for all to read and laugh at.

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9

All good i was hoping there might actually be a more impactful way of submitting feedback thanks for the reply ill keep sending negative survey feedback in hopes maybe 1 day it will change.

10

Yes. Because the purpose of the appeal ticket is to appeal the original violation. It isn’t for discussion of the violation or discussion surrounding your suspicions about those who may have reported you.

Outside of that, it appears you are asking for a reduction in penalty. That’s not something that we will generally grant. The penalties on the account were earned, they weren’t fabricated or otherwise unjustified. You’ve had many warnings in the past where we just silenced the account, which obviously didn’t work otherwise you wouldn’t have earned this one.

You continue to blame the penalty on some kind of conspiracy where people who want to stop you from PvPing are reporting you, but completely miss the fact that the only reason you received the penalty is that there were violations to penalize.

Also note, the responses you are receiving aren’t automated. Those are templates that our staff sends out in order to make sure our messaging is consistent.

That happens when we’ve already reviewed an issue multiple times and someone continues to put in tickets about it. We’ve already made our decision, which will not change, so additional tickets only serve to take up our time and prevent us from getting to other tickets that we may be able to help with.

If there are any Game Masters reading this, there isn’t anything that they will be able to do here. Having guildmates submit tickets on your behavior only serves to waste their time and ours. We would not take any action based on a third-party inquiry. The only means of appeal are through an appeal ticket and you’ve already exhausted that option.

I’m sorry, Yunalescaa, but nothing I’ve seen in your penalty history shows that the penalties you’ve received were unjustified.

Yes and no. It shows some of what you may have been hit for, but if there are multiple instances you may only receive some of it.

I’m sorry, Yunalescaa, but the penalty as it stands has been upheld. You will need to wait until that penalty expires.

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