Customer support reply?
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I put in several tickets. Still no reply.
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They've said several times that the staff is looking thru every ticket as fast as they can. There's 110k players listed in the events leaderboard. Even if 30% of them had an issue in the first few weeks submitted a ticket, they have to verify on EACH ticket that you're not lying because they're not in the business of just giving 30% of players a free Trout (not that that's your complaint, just saying, if it was that easy to take advantage of, people would). Probably a staff of 15-20 customer support people. Probably 6 tickets an hour at most (if they're easy to prove). 8 hour work days because they're not robots. You're looking at 31.25 days turnaround time. Be patient.
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@hikes83_psn said in Customer support reply?:
Mike Trout disappeared from my inventory on Apr 30th. No reply yet. That’s over 400K stubs as of now
That’s the most brutal issue I’ve heard yet. I would be enraged. Sorry, man.
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@hikes83_psn said in Customer support reply?:
Mike Trout disappeared from my inventory on Apr 30th. No reply yet. That’s over 400K stubs as of now
That's why when I pulled him the other night I took screenshot and video cap so I have my proof in case this happens to me
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I’ve got video of my issue also. I made sure I recorded it just in case they wanted visual proof.
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Hikes83replied to Guest on May 12, 2021, 10:38 AM last edited by Hikes83_PSN May 12, 2021, 10:40 AM
@ur_nustepdad_psn said in Customer support reply?:
@hikes83_psn said in Customer support reply?:
Mike Trout disappeared from my inventory on Apr 30th. No reply yet. That’s over 400K stubs as of now
That's why when I pulled him the other night I took screenshot and video cap so I have my proof in case this happens to me
Yeah I didn’t pull that one, I had bought it off the market. I did take a picture of my buy order, a picture of my other pages of orders showing i had not sold him. A picture of my Angels inventory showing he wasn’t there and finally a picture of Trout on the market showing I had 0 of them owned.
Hopefully that’s enough. I mean they had access to all buy/sell orders so hopefully they’re able to see that it indeed disappeared on me
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@sheyworth_xbl said in Customer support reply?:
They've said several times that the staff is looking thru every ticket as fast as they can. There's 110k players listed in the events leaderboard. Even if 30% of them had an issue in the first few weeks submitted a ticket, they have to verify on EACH ticket that you're not lying because they're not in the business of just giving 30% of players a free Trout (not that that's your complaint, just saying, if it was that easy to take advantage of, people would). Probably a staff of 15-20 customer support people. Probably 6 tickets an hour at most (if they're easy to prove). 8 hour work days because they're not robots. You're looking at 31.25 days turnaround time. Be patient.
If the cost to them was indeed 15-20 people for 31.25 days, guaranteed they’d be giving away free fish to those 30 percent instead of spending at least 10 minutes reviewing each ticket.
Anything more than 2-3 people reviewing them and 2-3 minutes per case is a terrible waste of resources.
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@red_ted_is_back said in Customer support reply?:
@sheyworth_xbl said in Customer support reply?:
They've said several times that the staff is looking thru every ticket as fast as they can. There's 110k players listed in the events leaderboard. Even if 30% of them had an issue in the first few weeks submitted a ticket, they have to verify on EACH ticket that you're not lying because they're not in the business of just giving 30% of players a free Trout (not that that's your complaint, just saying, if it was that easy to take advantage of, people would). Probably a staff of 15-20 customer support people. Probably 6 tickets an hour at most (if they're easy to prove). 8 hour work days because they're not robots. You're looking at 31.25 days turnaround time. Be patient.
If the cost to them was indeed 15-20 people for 31.25 days, guaranteed they’d be giving away free fish to those 30 percent instead of spending at least 10 minutes reviewing each ticket.
Anything more than 2-3 people reviewing them and 2-3 minutes per case is a terrible waste of resources.
Okay cool.. so again.. pretty much 30 day turnaround time? If not longer? Thanks for showing me up and also ensuring everyone above gets even angrier when it’s 60 day turnaround time (according to your “3 minute” math)
Flex your superiority. Makes you look great
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@sheyworth_xbl said in Customer support reply?:
@red_ted_is_back said in Customer support reply?:
@sheyworth_xbl said in Customer support reply?:
They've said several times that the staff is looking thru every ticket as fast as they can. There's 110k players listed in the events leaderboard. Even if 30% of them had an issue in the first few weeks submitted a ticket, they have to verify on EACH ticket that you're not lying because they're not in the business of just giving 30% of players a free Trout (not that that's your complaint, just saying, if it was that easy to take advantage of, people would). Probably a staff of 15-20 customer support people. Probably 6 tickets an hour at most (if they're easy to prove). 8 hour work days because they're not robots. You're looking at 31.25 days turnaround time. Be patient.
If the cost to them was indeed 15-20 people for 31.25 days, guaranteed they’d be giving away free fish to those 30 percent instead of spending at least 10 minutes reviewing each ticket.
Anything more than 2-3 people reviewing them and 2-3 minutes per case is a terrible waste of resources.
Okay cool.. so again.. pretty much 30 day turnaround time? If not longer? Thanks for showing me up and also ensuring everyone above gets even angrier when it’s 60 day turnaround time (according to your “3 minute” math)
Flex your superiority. Makes you look great
No flexing here. My apologies, my response was not intended to show you up. I can see now that I worded that last sentence poorly.
I just used those numbers as an example. I was hoping if my post was read by SDS and they do have such a backlog because they’re spending resources on these support tickets, then they consider the cost of doing so.
The whole point of what I was saying is that they’d be better off throwing away free cards (which costs them nothing with the exception of those users without a legit claim who would have then gone on to purchase the card with purchased stubs) than throwing away staff hours (which costs them money).
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I spent $99 on stubs april 20th and never got the stubs added. Got a canned reply from a bot immediately. Then a canned reply about 8 hours later from a live person. Then nothing for about a week until i asked for an update. Two days after i asked for an update, now april 29th, got a response asking me to provide a screen shot of my receipt. It is now May 12th and i finally decided to email again asking for an update.
$99 out of my account with nothing in return... welp, i feel like ive beem scammed. Turn around time should not be this bad no matter what business you're in. They need to hire some temps or something.
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A admin locked this topic on Feb 25, 2023, 12:00 AM
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