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Tickets not being answered


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Poll: your tickets being answered? (17 member(s) have cast votes)

your tickets being answered?

  1. Yes (14 votes [73.68%])

    Percentage of vote: 73.68%

  2. No (5 votes [26.32%])

    Percentage of vote: 26.32%

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#21 fs_crace

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Posted 28 September 2008 - 12:00

As I have mentioned in another thread, I have heard many MANY complaints about the ticket system, and a lot of people are losing faith in HCS because of it. It really does need to be remedied for the good of all.


AGREED


Unfortunately, many issue raised about this are belittled, poo-pooed, shot down in flames or just plain ignored.

#22 EJames2100

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Posted 28 September 2008 - 12:13

just plain ignored.


Eh sorry what ? :P

All my tickets have been answered swiftly and have generally provided an answer I've needed, I haven't had to submit a ticket for a few weeks now but maybe they just don't like your ticket carbo ?

#23 fs_ananasii

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Posted 28 September 2008 - 12:19

Never had an unanswered ticket. Can sometimes take a few days to answer, especially if submitted over a weekend, but all have been answered in some way.

Admittedly, some answers have been unhelpful, and many are excessively vague, but they are answers, none the less.

#24 fs_crace

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Posted 28 September 2008 - 12:28

just plain ignored.


Eh sorry what ? :P

All my tickets have been answered swiftly and have generally provided an answer I've needed, I haven't had to submit a ticket for a few weeks now but maybe they just don't like your ticket carbo ?


I am not talking about usual support tickets, I am talking about issues with the support system itself.

I have submitted a great number of tickets and mostly these have been resolved well.

One of my concerns is that I often have to submit tickets for other players who have not had their issue resolved. Maybe this is down to a breakdown in communication/understanding (on either support or the players part).

#25 Hoofmaster

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Posted 28 September 2008 - 12:29

Most tickets are answered within 24 hours. If there is something the team cannot deal with - its moved to 3rd Teir - tickets in third teir are worked on but usually take a lot longer due to the nature of the issues etc.

We always resolve all issues however.

- hoof

#26 fs_crace

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Posted 28 September 2008 - 12:30

We always resolve all issues however.


And the issue with support itself?

#27 Hoofmaster

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Posted 28 September 2008 - 12:54



We always resolve all issues however.


And the issue with support itself?


There are no issues with the support in general.

If you have a specific issue just drop me an email however and I can review it.

#28 fs_crace

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Posted 28 September 2008 - 12:56



We always resolve all issues however.


And the issue with support itself?


There are no issues with the support.


And that is part of the issue. :( :?

(I have sent you an e-mail)

#29 fs_carbo1020

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Posted 28 September 2008 - 16:56

Hoof could you look at my ticket # ISF-395678 and let me know what you had come up with this ticket is one month old..was told you were thinking about this..and i was told by another support member that you were handiling my ticket and that i dont need any more information then that...I asked a very simple question and got the run around..what kind of answere is i dont need any other information

#30 Prezze

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Posted 28 September 2008 - 17:00

never had issues with tickets I submitted. Longest it ever took was 2 days, but I submitted the ticket over the weekend then.

Fastest response ever was in 1 hour...

#31 Flamie

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Posted 28 September 2008 - 17:06

if there are no issues with support, or the WAY tickets are answered (again, we are not talking about speed in which a reply is given), the players which support HCS and this game whether it be by direct contributions, or putting out word of mouth and gaining more players (many of which do free offers for FSP which HCS gets paid for) would not be so upset. As a founder and an active part of the FS community I am hearing more and more complaints about being treated like cattle in a hamburger factory (no pun intended). The growing consensus is that HCS is starting not to care about the FS community any longer based on the fact MOST of the general FS population only deals with HCS members through support, and are being demeaned, and made to feel small and insignificant, and this is being allowed to continue for too long. If there is not a problem with support, then my challenge wont hurt anyone. But if there is, then my challenge will expose it, and hopefully HCS will be of a mind to fix it. Hoof...Put yourself in the place of the common FS player THEN come back and assure us there is nothing wrong with support....please.


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