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About WoWp Support, Bugs and bad WG policy


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Killtech #1 Posted 12 October 2018 - 11:45 PM

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This post is summary of my latest experiences with WoWp support and a constructive attempt of criticism & analysis with some conclusions how things should be improved.

 

As of late we all had problems with a big bug of double crate rewards not being delivered. i don't want to discuss the bug itself but perhaps need to state that as the situation currently is we will have to expect bugs like this in the future. therefore it's important to make improvements with how these are handled for everyone's sake.

 

Bugs and communication with support:

1) When the first phase of the event ended and i did not receive any double crates hours after i considered it to be a bug. i checked the forums, found the thread with people reporting the same issue. so i wrote a ticket describing my missing crates. since this wasn't my first contact with support i know their first answer is almost always a generic response with clear cache, remove mods and so on / send detailed screenshots. the people working there aren't to blame as this pattern is the same regardless of which support guy answers you - it's WG policy: exclude the most frequent sources of problems before even reading what the problem is. therefore i added a link to the thread to make clear that my issue was affecting a lot of other players as well - so it was clear that none of the generic steps would help me. and indeed the first answer from support contained already this line: "I am moving your ticket to our specialist, in order to investigate it further." - others got the usual generic responses as you can check by reading the thread while i wasn't asked to do anything further (first time my issue was acknowledged with first answer). it might have helped that eek posted there a few hours before i got a response to my ticket. 

 

2) Coincidentally, while playing i also encountered another problem with the "aerial verification" consumable i had equipped on one of my planes. the issue here is that since patch 2.0 all repair and service costs were removed from the post battle window. the only way you can see those is on the message log in the bottom right corner - at the bottom of each battle result message it lists repair and service costs. and there i saw a "-1 token" (without any info on what it was for but i knew that only the consumable in question costs tokens). and i knew i had over 50 of those in stock - so no reason to deduct tokens. thus it's a bug. i wrote to support because i wanted them to check if i actually lost tokens. i got an answer that logs showed no reduction (good) but also that i should send SS and so on. sure, no problem made SS of everything. wasn't enough of course. few answers back and forth and going through all generic steps (clear cache, send logs + network log, make more SS including of screens that don't exist since 2.0, ...). in the mean time while gathering all the data i figured the issue can be easily reproduced on any computer and provided a quick way to reproduce it + analysed that it's just a display problem where the shown service cost is calculated as if your depot was empty (for all consumables btw.). but only after going through the full program my issue was delegated to specialists (since support is apparently not allowed to test a bug themselves) and a few minutes later i got another answer saying it's a know issue (yeah, all hurdles taken, support was allowed to communicate with specialists=devs/testers and they did not have to look at any of the stuff i sent to identify it). without any discussion i was compensated tokens for every battle i tested the bug in (THOUGH i found it was just a display issue; apparently specialists didn't tell that part to the support guy). i didn't complain given all the trouble i went though and besides it were mere 5+/- tokens...

 

Conclusions:

support is doing a fine job given their situation - but they cannot do a lot if they are not informed about anything and so so gravely restricted by WG policy!! if support staff is the same for all three "World of" games it would make things more complicated as the other two titles don't need that much help with handling in game bugs. it also implies those support people won't be specialized and have less understanding of the current problems of WoWp.

 

In order to improve the situation supports must have a list of all know issues and guidelines how to handle each of them should a player write a related ticket. the first step when processing a new ticket would therefore be to check if it is not already on that list. if so, then there is no point in going through the generic steps. only if it isn't they make sense. in my case of the 2nd bug it would have cut down correspondence to two messages in a single day instead of 9 message with a lot of uploaded data (which in the end turned out not required) over 4 days. 

 

and of course there is the situation that support noticed multiple players reporting similar problem (i.e. bug 1). in that case they should not wait for each player individually going though the generics procedures. instead, support staff should group all these tickets together, add it on the known issues list themselves and work out a guideline in a support staff meeting - even if it is answering tickets with "this seems to be a new issue other players reported as well. we are investigating it. please be patient and provide info if you can". and yes, in that case support should immediately contact specialists without waiting for all SS, logs, netreports, etc. to come in. actually they should discuss with specialists what info is specifically useful to collect for the particular problem and write it down in the guideline such that players are only asked for what can actually help. and if enough information is collected it would be wise to tell support that it shouldn't ask for any additional stuff any more. that would massively reduce the workload on both support personnel and players by pointless message back and forth. 

 

besides if a new critical bug pops up a fast response can go a long way to reducing the community uproar, prevent losing players, getting down-rated (steam) and getting overall bad publicity. for big issues like the crate bug they should also immediately post a message on the forums or even in the game portal for all players to see to contain the anger. any info is better then silence because that makes them appear ignorant and lazy (how else should we know they are even addressing it?). 


Edited by Killtech, 13 October 2018 - 01:01 AM.


klbergmen #2 Posted 13 October 2018 - 05:57 AM

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I don't want to tell WG how to organize their support because this is a hughe company with a LOT of customers - they should know this.

Eekeeboo is trying to communicate new bugs that have a big impact in the forum but that's not enough. In this way he reaches only a small number of players. What is needed is something on the homepage that informs about current issues so that everybody can easily find it. Not everything but things like the missing double boxes and broken event missions. I know on the first glimpse its bad propaganda but this can prevent a lot of stress and shows to everybody that you're doing something.



Horcan #3 Posted 13 October 2018 - 09:29 AM

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The method they are using is probaly helping them , but it surely not making customers happy, expecially those that have a clue, and tend to frustrate and rage when escaladed 3 times during 2 or more days, moving from dumb to dumber answers until someone qualified actually read what you bothered to explain from the first time. Maybe learn for other games, like world of warcraft, where if youre online, the support guy actually talk to you ingame? And they actually read your ticket and try to solve it from the first time?

jakub_czyli_ja #4 Posted 13 October 2018 - 10:15 AM

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View PostHorcan, on 13 October 2018 - 09:29 AM, said:

The method they are using is probaly helping them , but it surely not making customers happy, expecially those that have a clue, and tend to frustrate and rage when escaladed 3 times during 2 or more days, moving from dumb to dumber answers until someone qualified actually read what you bothered to explain from the first time. Maybe learn for other games, like world of warcraft, where if youre online, the support guy actually talk to you ingame? And they actually read your ticket and try to solve it from the first time?

And the most important - they'd actually know, what they are supporting.



Nishi_Kinuyo #5 Posted 13 October 2018 - 10:44 AM

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View PostHorcan, on 13 October 2018 - 10:29 AM, said:

The method they are using is probaly helping them , but it surely not making customers happy, expecially those that have a clue, and tend to frustrate and rage when escaladed 3 times during 2 or more days, moving from dumb to dumber answers until someone qualified actually read what you bothered to explain from the first time. Maybe learn for other games, like world of warcraft, where if youre online, the support guy actually talk to you ingame? And they actually read your ticket and try to solve it from the first time?

No offence, but with games like World of Warcraft, actual in-game support is used a lot for minor things like a player character getting stuck somewhere.

Things that in-game support can usually fix without much issue.

Things that aren't exactly possible with WoWP.

Although I can understand the emotional support of at least having someone directly listen to what you're saying, even if they still have to escalate the problem.



Horcan #6 Posted 13 October 2018 - 11:54 AM

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Sometimes, they gives so stupid answers and so " nowhere close to the problem" that you feel like you need to reply them right away and explain they have no freaking clue what youre talking about. And having to wait hours after each side reply can lead only to frustration and rage smashing your keyboard, unless youre loaded on Valium or some other drug and your middle name is "Calm". A thing which can easily be avoided by talking to someone qualified, with an online dialogue, through the game, or on discord if they would make a channel dedicated to support.

CheefCoach #7 Posted 13 October 2018 - 12:28 PM

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World of warplanes doesn't have it own support staff; customer support people have this game as secondary. If there is some bug, it is much more efficient to report it on WoWp discord official Chanel. You can have direct conversation with member of their staff and try to resolve issue faster. 
https://stats-sig.eu/wowp/CheefCoach/ussr/xs/en/sig.png

Horcan #8 Posted 13 October 2018 - 01:14 PM

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Im banned on discord :) .

Humboldt_ #9 Posted 14 October 2018 - 11:22 AM

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Bugs bugs everywhere, makes the game feel like its still in beta testing mode and we the guinea pigs doing all the testing.

Killtech #10 Posted 14 October 2018 - 01:57 PM

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View PostHumboldt_, on 14 October 2018 - 11:22 AM, said:

Bugs bugs everywhere, makes the game feel like its still in beta testing mode and we the guinea pigs doing all the testing.

 

well, because we are actually back to beta since 2.0. devs officially said somewhere that the new version will be completed only at around patch "2.2" (not sure if the nomenclature remained the same) when bombers are fully added into the game and it has enough polish. only then will they consider to expose the game to more publicity by advertising. and with the WoWp going to steam lately it also officially got the "beta" tag back. until then we can expect more new stuff being added on short notice with limited prior internal testing and we all will be there doing the actual live test.



jakub_czyli_ja #11 Posted 15 October 2018 - 06:37 AM

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View PostKilltech, on 14 October 2018 - 01:57 PM, said:

well, because we are actually back to beta since 2.0. devs officially said somewhere that the new version will be completed only at around patch "2.2" (not sure if the nomenclature remained the same) when bombers are fully added into the game and it has enough polish. only then will they consider to expose the game to more publicity by advertising. and with the WoWp going to steam lately it also officially got the "beta" tag back. until then we can expect more new stuff being added on short notice with limited prior internal testing and we all will be there doing the actual live test.

Are you trying to write that they aren't fixing bugs because they are adding new features?

 

Anybody with decent experience in IT will tell you that it is not going to work.



Isoruku_Yamamoto #12 Posted 15 October 2018 - 10:19 AM

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Not sure if this has been mentioned, but the official WG support system works a bit annoying (which is inheritance of WoT and the many useless tickets sent in for WoT):
 

- When you send in a ticket, you get a totally generic answer by an intern or a junior support employee, who generally have little knowledge of the game- some haven't even played any of the titles yet. 

- Most of these guys only know WoT, because approx 90% of tickets is about WoT

- This first ticket is meant to see whether you are actually looking for an answer. This may seem quite ridiculous, but most tickets sent in for WoT are just sent in by a frustrated 12y/o (stereotyping a bit, okay) who will never see if he even got an answer. If actual knowledgable guys at the support staff would have to look into that they'd be wasting their time. 
 

- Instead, the idea is that you reopen your ticket, saying you got an answer which didnt make any sense at all- i got plenty examples of that, up to the level where the first line of support acknowledged that they had never played WoWS at all but still answered & closed my initial WoWS ticket. 
- Once you do so, you'll be redirected to a "specialist" -  meaning someone who at least played the game once, who knows what the technical side works like if it involves something like that or who knows what billing & refunding works like if thats the problem. Just giving examples. 

 

- It may initially seem as though there are no specialised WoWP support guys out there, but there actually are: it just may take a while for you to get there. Just make sure to detail your problem as good as possible. 

- Also, if you want best results: try to understand that it may take up to like 5 times of re-opening tickets simply because WG has a policy of closing tickets if some "potential answer" has been provided, even if the provided answer is in fact utterly dissatisfying. Be sure though that it's a problem that WG can actually resolve. Don't get too frustrated- i've made that mistake- but just sit it out until you've found someone replying who actually knows what (s)he's talking about.

- If you really want quick fixes, the forum can be a good spot too for WoWP, simply because the specialist knowledge here is a bit more accesible :P

Grtz I_Y

P.S. The support policy may seem customer unfriendly, but really it all got this way because WoT got so many tickets that never got answered from the player side (when asked for additional info, asked for closing, feedback etc). Also, the first line filter is highly effective for WG in cutting the effective amount of requests that they get, while also training there inexperienced staff. 
Downside might be that that inexperienced staff may get a bit more salt/flaming to endure- at least, before i found out this works this way i've been ridiculing a couple of those guys a bit because they gave answers that even my mother could come up with. 



madguy #13 Posted 15 October 2018 - 10:56 AM

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View PostIsoruku_Yamamoto, on 15 October 2018 - 12:19 PM, said:

they gave answers that even my mother could come up with

 

 

Don't exaggerate man

:trollface::trollface:

 


Yes, yes, I am Mad, bro.
 


jakub_czyli_ja #14 Posted 15 October 2018 - 06:44 PM

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Cool story bro, only that there are few things.

Even is fault is on WG side, so called support wants player to run WG' spyware, that for example checks what applications are installed on PC.

And the other thing that I've once got - so called support can't even forward bug report to developers.

So they are useless in case of anything different than issues related to real money.






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