First of all, this is not a whine thread. I have an in-game issue that is being “handled” by AGS customer support. What it is doesn’t concern the feedback I am leaving here.
Day 1: Had an issue. Looked through the forums for hours to determine that nobody else had this and that it was indeed a CS issue. Then I filed a web ticket. The on-page response said to wait 48-72 hours for a response.
Day4: Still no response so I opened a chat. Talked to the person, who was very nice, and explained that I had not even received an email saying that AGS received the ticket. Gave the person all the information from the issue. Did not give me a ticket number when asked. The person said wait 48-72 hours for a response.
Day 7: Heard absolutely 0 from anyone. Opened another chat. Person was relatively cold, and not responsive to my frustration. Took my information (again) and said they needed my diags and game logs (all of them) so I sent them to the email address provided. This person said they got them and thanked me. Then said wait 48-72 hours. (again.) When I asked for a ticket number, this person signed off.
Day 10 (today): Still no emails from CS saying they even received my issue. Opened chat #3. This person was a bit more on the ball, and had my info from whatever screen they were looking at, so they checked on the issue for me. And then told me a “policy” about a gane function that had absolutely nothing to do with my issue. After correcting them, they said (wait for it…) Wait for another 48-72 hours for a response. This time, when I asked for a ticket number, they FINALLY gave me a reference number. We’ll see where it goes next.
Now, the reason I wanted to put this into the feedback section is that it truly doesn’t matter what my in-game issue is. I wanted you all to know what you’re in for when you file a ticket.
A simple email saying “we are working on your problem” or “we have kicked your problem up to tier (X)” or even one saying “I’m sorry, we can’t do that” would have been great. As it is, it took 10 days to even get a ticket number. If this is the way they treat their customers, I don’t have much hope in getting my issue solved.
I’ll let you know in 48-72 hours.