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    GI Ticket Response

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    Sharbee

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    GI Ticket Response

    Post  Sharbee on Thu Jan 10, 2013 9:16 pm

    Probably the most useless response in MM history..but I bet you've all got some too!

    Well, here's mine in response to asking about why I get no Phenomena in my manor since the Christmas 2012 update.

    1. Me.. Jan 06 21:55 (MSK):
    Phenomena.
    After downloading the recent Christmas Update 1.14 for MM, I no longer get any phenomena. I have searched well over 1000 rooms over the Christmas period and have had ONE phenomena. It used to be that I would get something after say 10-20 rooms. 1/1000 is ridiculous!
    Please don't tell me to buy them with diamonds. The number I need would mean selling my car!
    Please see why my phenomena seem to be blocked. Thank You.

    2. Michael Pastorius, Jan 09 16:59 (MSK):
    Thank you for contacting Game Insight Support Team!

    My name is Michael and I'm glad to assist you today. I understand your reaction to the difficulties you faced when playing our game and I would like to thank you for drawing our attention to this matter.

    I transferred your comment to our developers for consideration and they will certainly take it into account. By sharing your opinion and experience, you are helping us recognize what we do well, and what we need to focus on improving. We do appreciate that you are playing our game and contribute to making the game better and enjoyable.

    Should you have any other suggestions or come across game questions you need my assistance with, please feel free to e-mail me back and open the request for a further discussion. Your interest in our game is highly appreciated!

    Sincerely,
    Michael Pastorius
    Your Support Team

    3. Dear X (from Michael, 09 Jan 2013)

    We are going to go ahead and mark your request as solved. If you have further questions regarding this matter, please do not hesitate to reply to this email and we will gladly further assist you.

    You don't receive any response from our team? Check your Spam folder! Due to spam settings set some of our e-mails may get suspended leading to accidental miscommunication.

    4. My response to 3.

    What do you mean Solved!! You haven't told me anything! So you passed my comment onto your developers. And? How did they explain my lack of phenomena in my game since the last update? Other people have got them, but not me. Why?

    Please answer my query before you mark this ticket as solved.

    5.10 Jan 2013. Dear X, We'd love to hear what you think of our customer service.

    Please, take a moment to answer one simple question by clicking either link below:

    How would you rate the support you received?

    Good, I'm satisfied
    Bad, I'm unsatisfied

    You don't receive any response from our team? Check your Spam folder! Due to spam settings set some of our e-mails may get suspended leading to accidental miscommunication.

    Here is a reminder of what your ticket was about:


    Michael Pastorius, Jan 10 13:45 (MSK):
    We take feedback seriously and are constantly improving the game. All the collection items in the game will appear, but there is a certain amount of luck involved. Some items are harder to come by than others, but using the appropriate charms and helpers will make them appear sooner. Anyway, I shall transfer your request to our specialists for review.

    Keep at it, it will pay off!

    Sincerely,
    Michael Pastorius
    Your Support Team

    -----------------------------
    lol! Absolute Joke! I never even received that last email about Collection items! I give up. What a Face


    lexp333

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    Re: GI Ticket Response

    Post  lexp333 on Sun Jan 13, 2013 2:38 pm

    Wow that is truly awful. And you're sure there's nothing in your spam folder as well?


    Last edited by lexp333 on Sun Jan 13, 2013 2:39 pm; edited 1 time in total (Reason for editing : Typo)

    Poppy

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    Their Responses

    Post  Poppy on Tue Jan 22, 2013 9:39 pm

    I have emailed them many times, and I find the majority of their responses to be unhelpful. The one you shared with us is one of their stupid form letter responses. It's too bad that such a great game has such poor customer support. They are going to lose loyal fans. They just want us to pay for diamonds, and keep giving us fewer ways to earn them without paying. I wish we could find a way to get through to them. Frustrating.

    Sharbee

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    Re: GI Ticket Response

    Post  Sharbee on Fri Jan 25, 2013 9:53 pm

    I know Ronda, This had me banging my head on the floor. Seems you've been having your own problems too from your posts. A recap on mine -

    We take feedback seriously and are constantly improving the game. All the collection items in the game will appear, but there is a certain amount of luck involved. Some items are harder to come by than others, but using the appropriate charms and helpers will make them appear sooner. Anyway, I shall transfer your request to our specialists for review.

    Nothing to do with my original complaint re. No Phenomena. It's been nearly 2 months now so I submitted a new Ticket. However, due to their archaic servers somewhere in the heart of Chernobyl, complete with 'special' staff, I've managed to send 5 today, lol lol.Will I get a single coherent answer?

    Yes/no? Place your bets!


    Sharbee

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    Re: GI Ticket Response

    Post  Sharbee on Sun Jan 27, 2013 9:07 pm

    I've received 5 ackowledgements (as a result of their server lag) with Ticket Numbers that have been 'placed in a queue' but no official responses. However, my game seems to be fixed already as I've had 3 phenomena and the Full Moon Quests have registered this time around today. Happy.

    So, in fairness, I won't be posting the usual Gi automated claptrap responses, as they do seem to have sorted it Smile


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