“Account Restricted” - Companion App
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I've said before (included in the FAQ linked above) that the support team is dealing with a backlog of tickets this year. That's no secret.
I can tell you that they are working hard every day to get through it, and they respond to each ticket as soon as it is humanly possible for them to do so.
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@sds_joek_psn - I wanna say you have been far more present on these boards than most in the past. So thank you. I don’t think your response was disingenuous.
See, this BOT has empathy.
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Here is something else that SHOULD go without saying, but in the case of SDS is being said over and over again without any effective improvement in the situation being stated and stated!
To maintain effective customer support and hence satisfaction, a software company's response timeline should never be "as soon as possible." The ONLY effective timeline and result has to meet this sole measure:
Response shall be effective and timely!
There is no other effective reality.
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To maintain effective customer support and hence satisfaction, a software company's response timeline should never be "as soon as possible." The ONLY effective timeline and result has to meet this sole measure:
Response shall be effective and timely!
There is no other effective reality.
I agree. Anytime Joe or manu drop in and say anything, it is appreciated, even if it’s just to say, hey, we hear you. But when it comes to actual responses, it’s insulting how long people are having to wait. I’m not even talking about resolution, just the time it is taking to get an initial response. It’s just corporate irresponsibility to release a product with A growing list of endless problems and not have resources in place to help address them. I mean, upgrade your zen desk plan or something. Have them send the copy/paste responses you send out or escalate tickets to sds employee if needed. Or fix the problems so there won’t be so many people in need of critical support that goes unanswered?
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We all know the response times are too long. Earlier in the year I was falsely restricted & I was pretty mad about it. It took awhile for them to fix... but in the end, they made a mistake, they acknowledged the mistake, they fixed the mistake, and I eventually took a step back and realized the people handling these tickets really are doing what they can.
A lot of people talk about SDS like they have unlimited money and hundreds of support agents just ignoring everyone. None of us knows their budget, how many tickets they are getting, how many people are handling them, or which issues have to be prioritized. Saying "upgrade Zendesk" does not magically create trained employees who can investigate thousands of account issues. SDS also is not some multi-billion-dollar company just because they are connected to Sony.
It is fair to say support takes too long and needs to improve. But being rude to Joe, one of the few SDS employees who consistently comes here and talks to us, accomplishes nothing. He does not control the budget or staffing, and he cannot personally clear the backlog.
This community has very little empathy. Everything is "I need this fixed now," and even when SDS fixes something, people immediately find the next thing to attack them over. Content creators and people on X make SDS sound like some horrible company that hates its players, when the likely reality is that they are short-staffed and stuck in a lose-lose situation since the community is so toxic.
Hold them accountable, sure. But people also need to chill a little and remember that the employees trying to help are human beings. Stop listening and regurgitating the narrative of the content creators. Sorry to say this, but a lot of them have become a real issue in the community.
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SDS is a Sony affiliate company. They send Sony millions of dollars of hard revenue every year. They are in a position to pay for code teams needed to keep the game at the height of technology as well as support customers. And truth is the better the code, the fewer the customers who need support, so having the right code team in place to start with helps with the latter concern.
"Getting around to it" when the overworked skeleton staff can get to it is hardly anything worthy of praise.
It's like someone buying a new car and having it in the shop waiting for unscheduled service for two months before the car is finally fixed. I wouldn't expect someone that position to be happy about it.
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SDS is a Sony affiliate company. They send Sony millions of dollars of hard revenue every year. They are in a position to pay for code teams needed to keep the game at the height of technology as well as support customers. And truth is the better the code, the fewer the customers who need support, so having the right code team in place to start with helps with the latter concern.
"Getting around to it" when the overworked skeleton staff can get to it is hardly anything worthy of praise.
It's like someone buying a new car and having it in the shop waiting for unscheduled service for two months before the car is finally fixed. I wouldn't expect someone that position to be happy about it.
I am not praising the wait times. I already agreed they are unacceptable. But saying SDS is "in a position to pay" simply because they are affiliated with Sony is a huge assumption. That is not how company budgets work, and none of us knows their profit, budget, staffing, ticket volume, or ability to hire.
And with your car example, being angry at the company is fair. Attacking the service advisor who keeps showing up and communicating, but did not build the car or control the staffing, is not. Criticize the support system all you want, but taking it out on Joe accomplishes nothing.
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@SDS_JoeK_PSN The issue is, why? Why have support times gone from decent to abysmal? And what are you doing to address it?
You and your company refuse to address these specific issues, instead conflating issues to make it seem like people are criticising the support staffs work ethic when any and all criticism here is directed at whatever cost cutting measures SDS has put in place that has seen wait times balloon from literal days to months.
A little honesty would engender far more support than obfuscation.
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Go ahead and fill out your applications to join the SDs team to help out.
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@SDS_JoeK_PSN The issue is, why? Why have support times gone from decent to abysmal? And what are you doing to address it?
You and your company refuse to address these specific issues, instead conflating issues to make it seem like people are criticising the support staffs work ethic when any and all criticism here is directed at whatever cost cutting measures SDS has put in place that has seen wait times balloon from literal days to months.
A little honesty would engender far more support than obfuscation.
But you are assuming "cost cutting measures" are the reason when none of us knows that. It could be fewer employees, or it could be a massive increase in ticket volume, more complicated issues, turnover, or a combination of everything. Joe probably cannot publicly discuss internal staffing and budget decisions anyway.
And you cannot say none of the criticism is directed at the staff when you personally called Joe disingenuous and are now accusing him of "obfuscating". He acknowledged the backlog and said they are working through it. Wanting more transparency is fair, but treating your assumptions as facts and blaming Joe for not disclosing internal company information is not.
