Support Tickets - Complete joke....

[Spencley]

After opening a support ticket on the 4 day of the game and waiting until just now for an answer i got some automated message saying that a small reward has been issued for the problems (the boosts) and a load of rubbish about how they are working to improve the game and my ticket has been closed.. In order to get a response to my issue i have to reopen it..

How is it the Live chat is so helpful but the ingame issues are dealt with by people who do not seem to take time and just want to get through things as quick as possible. Still my issue goes unresolved and a new ticket is open again, Despite it clearly stating my issue in the ticket and that i was Told it would be handled by a support ticket in game..

Get a grip, I do not need boosts... If i did i would buy them attempting to sweeten people up with it is stupid... None of my problems are based on lack of XP or money they are all related to bugs which are annoying and holding my progression up...

[Vikar]

Submitting a support ticket about bugs you've been dealing with is, at the moment, a lot like telling a man his shoes are untied when his hair's on fire. He hears you, and he'll definitely get to tying his shoes as soon as he can, but right now he's kind of preoccupied with the fact that his head's just burst into flames.

The boosts they're handing out are just a goodwill gesture to demonstrate that they understand how much of a PITA it's been for everyone. What specific bugs are you having trouble with?

Edit: And it's not really rubbish, you know, about them working on the game. They've been putting out minor patches at what I would consider a fairly impressive rate, and a major client patch was just recently announced. They're trying to put out fires across three different gaming platforms simultaneously, I think they considered it a major victory just when they got the X-Box Live servers stable.

[Speedstersonic]

I'm still trying to get my dodge challenger, it is a joke, they have now flat out lied to me that if I fully log out and log back in that it would be in the claim items, I do that, it's not.

Now they tell me how to claim items like they didn't even read previous posts that I had no trouble with the season pass stuff and know how to claim. UGHH!

[Spencley]

After being told an In game support ticket will rectify the situation why do i get an automated response to a solution that can be solved... Also the support tickets them selves are plagued with bugs and cannot be updated, If you select Update and put in any information and submit it on the next screen the ticket remains exactly the same as when you first opened it.

Yes some bugs cannot be dealt with and have to wait for server wide fixes, After contact Live Chat and being told that i need an in game rep to solve the problem and then be shunned away with an automated response that automatically closes the ticket is a joke..

No wonder it is so bad if the tickets themselves are bugged... If anyone needs help with anything clog up live chat, wait times may be pretty big at times but it is better then waiting 8 days for an automated response and they managed to solve 2 out 3 problems..

I'm still trying to get my dodge challenger, it is a joke, they have now flat out lied to me that if I fully log out and log back in that it would be in the claim items, I do that, it's not.

Now they tell me how to claim items like they didn't even read previous posts that I had no trouble with the season pass stuff and know how to claim. UGHH!

One of my encounter with support told me if i log out and back in that my boxes would be available, The staff then asked if i had any other issues and after saying no they said farewell and closed the chat.

I logged out and back in multiple times and found i was still missing the items i was assured would be in there, I immediately opened another live chat and was told i have already opened a ticket and the issue was set to resolved and i had claimed my items... Way to go...

a 3rd live chat later i got a staff member who clearly cared about the job and the people they were helping, They stated my account was having difficulty get items through the store claiming page and that the logs they used to check things was crashing, The staff member remained in chat for maybe 30-40 minutes making conversation whilst trying everything to get to the bottom of the issue. They even consulted a Supervisor due to the strange difficulties on the account. Eventually they asked me to relog and remain in the chat, After relogging the items were available and the member of staff had solved the issue whilst keeping things pleasent and talking about the game.

[RocknRoll]

I'm assuming that everyone who put in a ticket with tech support (as Sledgehammer told us too) got this same BS response today????

Hello,

Thank you for contacting us in regards to Defiance. At this time we are experiencing greater than anticipated volume which is resulting in longer than expected delays in our response times.

For those of you who may be unfamiliar, the executive producer of Defiance, Nathan Richardsson, has been making regular updates on the state of the game. Please go to http://community.defiance.com/en/ in order to read these updates for yourself, as Nathan is much more eloquent (and humorous) than I am.

Captured within his latest post, just added this afternoon and found at http://community.defiance.com/en/201...e-some-boosts/, Nathan mentions that we will be applying a number of boosts and a new 'Daredevil' title to each account. This is our way of trying to make up for any frustrations or time lost you may have experienced during our launching pains as we continue working to provide the best gaming experience possible.

At this time, barring an update from you, this ticket is being temporarily closed. If your issue is still outstanding then please update your request accordingly. You will not lose your place in our queue by doing so.

Please accept our apologies for the delay in responding to you. Our hope is that many of the outstanding issues which you, our players, have been experiencing are now resolved and that we can more quickly address any outstanding issues.

We thank you for your support of Defiance and Trion Worlds. We are committed to providing you an outstanding gaming experience and we will continue to work around the clock to improve the stability of the content currently available to you as well as to address many of the improvements and changes being asked for. If you have any additional questions or concerns then please don’t hesitate to let us know. If you require more immediate support then please be aware that we do have live chat support available from 9:00am - 8:00pm EST 7 days a week.

Your reference number for this ticket is 130408-002544.

Lastly, don’t forget to watch the premiere of Defiance on the Syfy channel next Monday, April 15th, at 9/8 pm Central.

Regards,

GM Giant
Sr. Manager – Trion Worlds Customer Support

Hey guys I'm really glad that you all feel it is needed to reward your customers for the rough time the servers have had. That's awesome of yall to be working so hard for us and to comp us some bonuses for it. However, it would appear that tech support isn't completely onboard with this idea. Having them feed everyone of us the exact same copy & paste response that has **** to do with our issue is quite frankly BS. Especially with cases like myself (and other I would imagine) in which the weapon lost wasn't a randomly generated one but was, in fact, awarded for completing the episode missions.

If I had the opportunity, or even the chance, to get this weapon back through game play I could just write it off as bad luck but considering this is not the case this canned response from tech support might as well be a "Giant" middle finger. If this is the kind of "Tech Support" Trion will be offering you might as well have made this game for Facebook.

[Spencley]

Exactly the same ticket i got, The worst part is the ticket gets ignored and closed unless you update it. Some cheap way to make work easier for them by closing the tickets without actually dealing with them.

[Swampster]

Yep, got the same message today... looks like they're trying to wipe the slate clean and start over!
It's one way of keeping within the SLA's