Customer Support or lack of it

~~edible~~ · 11-07-2013, 10:31 AM

I know customer support has always been criticised. We all know it's an issue. I have made this thread because I want to know why you think it hasn't been sorted. I noticed Sulake are hiring 12 developers. When all 12 are hired the amount of developers will be around 20.

The amount of customer support that replies on .COM is currently two - four, all of whom have other tasks they are expected to do. On Habbo UK, we had three staff who were only expected to respond to help tickets and had a much better response time.

I'm not saying that development / programming / security / new features are as important as customer support. I am saying that it is clear there are not enough personnel to support the help tool. So my questions are, do you think this is really an issue? If so, why hasn't it been resolved? Will it ever go back to help tickets being replied in a reasonable time frame?

I know most companies ensure they reply to customer queries in 24-48 hours. I don't even expect that but I think it's appalling when tickets can be open for 40 days and not be acknowledged as my current one:

sex · 11-07-2013, 10:32 AM

i haven't submitted tickets since November because it has become a joke and they don't deal with things over six months now which is even worse..
they really need a dedicated customer support team like they had with 0rca etc!

Michael · 11-07-2013, 10:37 AM

It's shocking and appalling that they actually hide the link to even send a ticket in. They need to have a multi-lingual customer support service somewhere where all tickets get redirected to or something.

cameron354 · 11-07-2013, 10:41 AM

My bug report ticket last week got replied to in a week which isn't really as bad as it is some times. They should definitely hire more customer service staff, the problem is like you said the staff answering the help tool are also doing other jobs like in game things and behind the scenes things like editing the filter and some senior ones also monitor the moderators. But I think even on .co.uk when we had Ludus and 0rca I think their role did include some things like monitoring moderators and country staff.

Originally Posted by Michael

It's shocking and appalling that they actually hide the link to even send a ticket in. They need to have a multi-lingual customer support service somewhere where all tickets get redirected to or something.

I do agree, but I don't think that was done on purpose. Ages ago Powertoo said it was supposed to show up when you searched something, however it doesn't for me.

MKR&*42 · 11-07-2013, 10:49 AM

It's a huge problem and it will never be resolved as long as Sulake continue to consider it a minor problem . The clash of UIs, community interaction and so on mean absolutely nothing when there's a massive problem with customer support.

I would never get my hopes up for improvement from such a lazy and unethical company though .

~~edible~~ · 11-07-2013, 07:13 PM

I agree that it's a huge problem. It would appear that senior staff at Sulake disagree though. I have spoken to staff about it on a number of occasions and they have always said that it should be back to normal soon, something that never actually happens.