Board Thread:Game Discussion/@comment-33768958-20180125170104/@comment-33768958-20180126063507

ME7 wrote:

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Interesting about different experiences. Raounaq has been good with my tickets. It's completely possible that it's the formulaic responses as this is the first time I've had to submit a ticket. I've only dealt with the two reps, and neither were very skilled in communication - not ideal in a customer facing role. To respond "I'll look into it" after reoping a ticket and then to come back with "it's not a bug so we won't reimburse" without any explanation other than that is going to not earn you good reviews. Of course, if his second response was "you'll have upgrades restored" with no explanation as to what happened I likely would have just moved on so YYMV.

What I hope for at this point is just a better resolution from a new rep. I don't expect any kind of reasoning as to why it may be happening (as it's happening to a few people now I see) considering the level of service I've seen, but that should be something they at least consider when they get questions after denying a ticket. It'd sure improve the support eperience if they did.

It's as if I called in for support and they made you wait a long time then came back to say it's not an issue so you're out of luck, then hung up. And when I call back to say you hung up but I have questions, they say oh well and hang up again.

But, I'm preaching to the choir. I'll get some screenshots to send on social media and see where it goes too.