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Player Support Poll

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Poll: Player Support Experience (93 members have cast votes)

You have to complete 5 battles in order to participate this poll.

Have you ever filed a ticket with Player Support?

  1. Yes (91 votes [97.85%] - View)

    Percentage of vote: 97.85%

  2. No (2 votes [2.15%] - View)

    Percentage of vote: 2.15%

Was your question or comment responded to a meaningful or satisfactory manner?

  1. Yes (36 votes [38.71%] - View)

    Percentage of vote: 38.71%

  2. No (22 votes [23.66%] - View)

    Percentage of vote: 23.66%

  3. Sometimes "yes," sometimes "no" (if multiple experiences). (35 votes [37.63%] - View)

    Percentage of vote: 37.63%

How many exchanges between yourself and support, with regard to all tickets ever generated, were required before a satisfactory resolution was reached? Pick all that apply.

  1. They got it right on the first try! (27 votes [29.03%] - View)

    Percentage of vote: 29.03%

  2. 2 - 3 (39 votes [41.94%] - View)

    Percentage of vote: 41.94%

  3. 4 - 5 (7 votes [7.53%] - View)

    Percentage of vote: 7.53%

  4. 6 or more exchanges before resolution. (4 votes [4.30%] - View)

    Percentage of vote: 4.30%

  5. No satisfactory resolution was ever reached. (16 votes [17.20%] - View)

    Percentage of vote: 17.20%

How would you describe your overall opinion of WoTC Player Support?

  1. Positive (40 votes [43.01%] - View)

    Percentage of vote: 43.01%

  2. Negative (29 votes [31.18%] - View)

    Percentage of vote: 31.18%

  3. Indifferent (24 votes [25.81%] - View)

    Percentage of vote: 25.81%

Only considering experiences you've personally had with WoTC Player Support, do you feel valued by WG as a customer?

  1. Yes (24 votes [25.81%] - View)

    Percentage of vote: 25.81%

  2. No (43 votes [46.24%] - View)

    Percentage of vote: 46.24%

  3. Indifferent (26 votes [27.96%] - View)

    Percentage of vote: 27.96%

Do you consider WoTC Player Support to be... (pick all that apply)

  1. Knowledgeable (8 votes [6.96%] - View)

    Percentage of vote: 6.96%

  2. Professional (13 votes [11.30%] - View)

    Percentage of vote: 11.30%

  3. Customer-Oriented (6 votes [5.22%] - View)

    Percentage of vote: 5.22%

  4. Fast to Reply (17 votes [14.78%] - View)

    Percentage of vote: 14.78%

  5. Fast to Resolve (12 votes [10.43%] - View)

    Percentage of vote: 10.43%

  6. Polite (30 votes [26.09%] - View)

    Percentage of vote: 26.09%

  7. None of the Above (29 votes [25.22%] - View)

    Percentage of vote: 25.22%

Do you feel that Player Support has the proper resources to address your concerns?

  1. Yes (28 votes [30.11%] - View)

    Percentage of vote: 30.11%

  2. No (25 votes [26.88%] - View)

    Percentage of vote: 26.88%

  3. Unknown (40 votes [43.01%] - View)

    Percentage of vote: 43.01%

How have your interactions with WoTC Player Support affected your relationship to the game and WG?

  1. Positively (22 votes [23.66%] - View)

    Percentage of vote: 23.66%

  2. Negatively (27 votes [29.03%] - View)

    Percentage of vote: 29.03%

  3. No opinion (44 votes [47.31%] - View)

    Percentage of vote: 47.31%

Vote Hide poll

Bat_Penatar-p #1 Posted 04 January 2021 - 08:27 PM

    Corporal

  • Players
  • 8042 battles
  • 29
  • [TA1NT]
  • Member since:
    03-09-2016

I am genuinely curious to know more about community experiences and impressions when it comes to WoTC's Player Support team. If you have specific stories of times they really knocked it out of the park or totally screwed the pooch, please use the comments section to share (only if you want to, of course).

I only ask that people be honest and fair. Being a troll or a shill are both equally unbecoming behaviors.



KD4042-p #2 Posted 04 January 2021 - 08:51 PM

    Corporal

  • Players
  • 2518 battles
  • 60
  • Member since:
    11-29-2020
All of my interactions(with this account and an old one)with the player support and been good. They have dealt with my issues quickly and professionally.I'm not counting a current ticket as there have been holidays and it probably requires a bug fix to sort out.

MilitaryGoose05-x #3 Posted 04 January 2021 - 08:56 PM

    Captain

  • Players
  • 16896 battles
  • 1,219
  • Member since:
    07-08-2015
I've submitted 2 before 6.0, and they were both dealt with quickly and helpfully.

I've submitted 3 post 6.0, and they've not been responded to yet. But I feel that's understandable.

Bat_Penatar-p #4 Posted 04 January 2021 - 09:02 PM

    Corporal

  • Players
  • 8042 battles
  • 29
  • [TA1NT]
  • Member since:
    03-09-2016

View PostKD4042-p, on 04 January 2021 - 08:51 PM, said:

All of my interactions(with this account and an old one)with the player support and been good. They have dealt with my issues quickly and professionally.I'm not counting a current ticket as there have been holidays and it probably requires a bug fix to sort out.

 

View PostMilitaryGoose05-x, on 04 January 2021 - 08:56 PM, said:

I've submitted 2 before 6.0, and they were both dealt with quickly and helpfully.

I've submitted 3 post 6.0, and they've not been responded to yet. But I feel that's understandable.

 

I'm really happy to see the first two comments read as they do. Diplomatic, anecdotally honest, fair-handed. And it's cool to see feedback/experiences from both a newbie and veteran.

Personally, my experiences have been very different, but I definitely didn't start this thread for confirmation bias or venting. Truly wanted to get a finger on the pulse, and hopefully someone at WG is at least paying some small bit of attention in their periphery.



Pit Friend-x #5 Posted 04 January 2021 - 10:40 PM

    Major

  • Players
  • 37777 battles
  • 21,354
  • [PTATO]
  • Member since:
    07-14-2014
When I’ve had questions or problems with something actually in game they’ve been overall quite helpful. When it’s been anything regarding actual technical support they’ve been worse than useless. 

I don’t know how to act my age! I’ve never been this old before!


dzhey43-x #6 Posted 04 January 2021 - 11:50 PM

    Major

  • Beta Tester
  • 41786 battles
  • 2,370
  • [3EBC]
  • Member since:
    11-14-2013

I have fun story lol. Once they introduced transparent camo the first tanks were Bog Horror and Wraith (?). Camo price had 50% discount so I bought them for 800 gold. Than it happened like there was some bug with them and they turned them off. So I had no way to change camo on Bog Horror. Where is my 800 gold? I put a ticket asking my 800 gold back and they answered they can't because camo is not refundable, if you spent gold on camo that's it. Okey. I than explained again that I spent 800 gold on camo and I can't see any camo I bought. Answer was we see you bought camo and it is not refundable. Okey lol I asked them 3rd time I want to turn my camo on and off each battle on Bog Horror and I can't do it. Why the hell I can't do it if you say I bought camo? At last they understood my situation and I got my gold back. And than they fixes camo bug issues and I got my transparent camo back too))


Spoiler

SWFC Ricardo-x #7 Posted 05 January 2021 - 12:37 AM

    Corporal

  • Players
  • 39233 battles
  • 55
  • [-CNT-]
  • Member since:
    09-13-2013

I hate the cut/paste responses.  It tells the ticket creator exactly what they think of your request.  

Can understand with receiving this as an initial response but when they hit paste reply and close the issue its really no wonder why there's no confidence in this medium.



ScarecrowES-x #8 Posted 05 January 2021 - 02:10 AM

    Sergeant

  • Beta Tester
  • 2825 battles
  • 173
  • Member since:
    10-20-2013

I've filed a few tickets over the years.  While I find them suitably professional, this is due largely to the fact that they give mostly canned responses so it's not like they're replying uniquely to me or my issue.  I find almost universally their first response will be a canned response chosen by a keyword search of your ticket.  If you write a ticket regarding, say, an error with the progression system, they'll just see it's about the progression system and copy/paste whatever generic reply they have stored about progression.  About 50/50 on the attempt to resubmit the ticket you'll get a stock response again.  Maybe you'll get a response that is not stock but contains the same info.  With further information on a 3rd ticket, you might get a satisfactory result if your issue is easy to solve or merely requires transfer of information.  If you need an issue fixed or there is an error concerning an issue that when fixed could result in a loss of funds for the company, repeat resubmission of unsolved ticket.

 

I will admit that in 34+ years of gaming, I haven't had to interact with the players support teams on too many games I've played, but Wargaming's team has been by far the least helpful.



Xero M XTC-x #9 Posted 05 January 2021 - 03:56 AM

    Captain

  • Players
  • 17113 battles
  • 1,210
  • Member since:
    02-12-2014

Ive only filed 1 support ticket in nearly 7 years. It was about a player blatantly shoving my tank out of cover into oncoming fire after 2 minutes of me trying to avoid him without getting killed.

 

Was painfully obvious the 1st person to respond didnt ever review the submitted evidence (which is, or was at the time, REQUIRED to be included) and gave me a cookie cutter response about things i already knew that were automatically logged by their magical "system" (which i honestly believe does nothing, and may not even exist - might test it out one day to see what i can get away with afk'ing/griefing... for science :trollface:), like afk'ing, passive play (wth that means) ect.

 

So i sent a response along the lines of "im reporting physics abuse, try actually watching the evidence then get back to me". Second guy replied saying something like "thanks, action will be taken"... I saw the offender not 1 hour later. So i voted it was never resolved because i dont consider it to be, regardless of wg's policy on the matter... or anyone else's opinion on it either.

 

Now i just report every afk'er, base camper is see through the in game system, win or lose, live or die.


Edited by Xero M XTC-x, 05 January 2021 - 04:02 AM.


SeeYou5uka-x #10 Posted 05 January 2021 - 04:17 AM

    Staff sergeant

  • Beta Tester
  • 43546 battles
  • 328
  • Member since:
    09-27-2013

View PostMilitaryGoose05-x, on 04 January 2021 - 08:56 PM, said:

I've submitted 2 before 6.0, and they were both dealt with quickly and helpfully.

I've submitted 3 post 6.0, and they've not been responded to yet. But I feel that's understandable.

With the downgrade selectively changing silver to gold .. I'd been playing and no gold lost . Then gold starts to be used , check all tanks everything appears to be silver so i sub a ticket 1st and 2nd response not our problem speak to xbox support ticket closed  , very rude response. Ok i'll call xbox which i did after reopening ticket   , 2nd closure of ticket same response as 1st ... 3rd response sorry we returned the gold


Edited by SeeYou5uka-x, 05 January 2021 - 04:18 AM.


Hearts51ve1-x #11 Posted 05 January 2021 - 01:09 PM

    Corporal

  • Players
  • 14490 battles
  • 12
  • Member since:
    02-15-2014

All interactions have been pre 6.0 and all have been handled promptly and courteously.

 



TimMac PA-x #12 Posted 05 January 2021 - 01:38 PM

    Major

  • Players
  • 62688 battles
  • 3,482
  • Member since:
    03-25-2014
Q6 pick all that apply only allows 1 pick

Offroadx65-x #13 Posted 05 January 2021 - 01:56 PM

    Sergeant

  • Players
  • 12803 battles
  • 158
  • Member since:
    12-24-2016
It wouldn't let me vote no on first and then skip the rest as non applicable, so didn't vote

IIBSWAT-x #14 Posted 05 January 2021 - 02:33 PM

    Staff sergeant

  • Players
  • 51031 battles
  • 361
  • Member since:
    07-04-2015
This is pre 6.0 but I had huge problems with WG customer support for missing boosts during a previous update ie they were basically saying multiple times it didn't happen, one pm to Raibot and it was sorted. A few months ago I posted on here as the gold I bought online was not showing up etc, MaxChaos replied pretty much straight away to help.

Bat_Penatar-p #15 Posted 05 January 2021 - 04:22 PM

    Corporal

  • Players
  • 8042 battles
  • 29
  • [TA1NT]
  • Member since:
    03-09-2016

View PostTimMac PA-x, on 05 January 2021 - 01:38 PM, said:

Q6 pick all that apply only allows 1 pick

 

Thank you for bringing this to my attention. Corrected now. First poll I've generated so I was destined to botch at least something...

 

View PostOffroadx65-x, on 05 January 2021 - 01:56 PM, said:

It wouldn't let me vote no on first and then skip the rest as non applicable, so didn't vote

 

...Or maybe botch two somethings. Should've put in an "N/A" option in all questions following the first. Thought you could vote in any/all that applied, leave the others blank, and still submit. Thanks for the heads up; will do better next time!

Bat_Penatar-p #16 Posted 05 January 2021 - 04:35 PM

    Corporal

  • Players
  • 8042 battles
  • 29
  • [TA1NT]
  • Member since:
    03-09-2016

View PostXero M XTC-x, on 05 January 2021 - 03:56 AM, said:

Ive only filed 1 support ticket in nearly 7 years. It was about a player blatantly shoving my tank out of cover into oncoming fire after 2 minutes of me trying to avoid him without getting killed.

 

Was painfully obvious the 1st person to respond didnt ever review the submitted evidence (which is, or was at the time, REQUIRED to be included) and gave me a cookie cutter response about things i already knew that were automatically logged by their magical "system" (which i honestly believe does nothing, and may not even exist - might test it out one day to see what i can get away with afk'ing/griefing... for science :trollface:), like afk'ing, passive play (wth that means) ect.

 

So i sent a response along the lines of "im reporting physics abuse, try actually watching the evidence then get back to me". Second guy replied saying something like "thanks, action will be taken"... I saw the offender not 1 hour later. So i voted it was never resolved because i dont consider it to be, regardless of wg's policy on the matter... or anyone else's opinion on it either.

 

Now i just report every afk'er, base camper is see through the in game system, win or lose, live or die.

 

At the risk of going entirely off-topic, I really sympathize with your frustration over intentionally bad players. When you see a new player experimenting and/or making poor decisions, it's one thing. No one likes to lose but I'm not going to whine over a player trying their best and just not having the same depth of understand as other players. But when you see people just soaking (and then gloating about it with stupid quick-chats), or have a teammate actively trying to get you killed and/or sabotage the team without provocation, well, that's quite another thing altogether, isn't it?

The soaking/base-camping, in particular, bothers me. Never understood the thinking. Bringing down your team through inactivity invites a loss. No contribution yields garbage XP. What's the point? You really want to level a Tier VIII in increments of 15-50XP? Weird life strategy.



HONUSDAN-x #17 Posted 05 January 2021 - 04:39 PM

    Staff sergeant

  • Players
  • 34980 battles
  • 344
  • [DVST8]
  • Member since:
    07-30-2015
Is it against the terms/rules for me to post an unresolved ticket conversation on here? I would like to show you all an example of how they don't review what you are saying, but instead rush to close the ticket. 

Bat_Penatar-p #18 Posted 06 January 2021 - 06:24 PM

    Corporal

  • Players
  • 8042 battles
  • 29
  • [TA1NT]
  • Member since:
    03-09-2016

View PostHONUSDAN-x, on 05 January 2021 - 04:39 PM, said:

Is it against the terms/rules for me to post an unresolved ticket conversation on here? I would like to show you all an example of how they don't review what you are saying, but instead rush to close the ticket. 

 

I've actually wondered the same thing. For what it's worth I saw someone else do it recently and it didn't get flagged or taken down.

CY-Papa-p #19 Posted 06 January 2021 - 07:32 PM

    Staff sergeant

  • Players
  • 25770 battles
  • 279
  • [EARM]
  • Member since:
    11-06-2016

View PostHONUSDAN-x, on 05 January 2021 - 06:39 PM, said:

Is it against the terms/rules for me to post an unresolved ticket conversation on here? I would like to show you all an example of how they don't review what you are saying, but instead rush to close the ticket. 

As far as i know we still have a democracy. Of course you can post it


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