What's the point of having the help ticket system in place if/when there's a problem ATA doesn't believe there's a problem/ignores the ticket/shuts you down right away? Like when last hunts boxes weren't dropping, multiple people sending help tickets, ATA saying "we looked and there's no problem but good luck with that tho" literally a couple seconds after the ticket is sent in so its obvious they didnt check when there was an actual problem, and then later they just give out boxes after making us(well me personally) feel like an asshole. Spoiler: TLDR: ATA customer service is shit.
If multiple people send tickets about the same thing then i think they end up having automatic replies for it cause that would make sense. They probably had the inquiry previously, looked into it, you asked afterwards and they replied quickly. I've had minimal problems through help tickets
I think it honestly depends on who you get answering your ticket... sometimes I get great, personalized responses and a few times I've gotten automated responses and quick shut downs. I like to just write very clear and concise help tickets with lots of details, and sprinkle on lots of politeness. If I get a ticket that gets closed and I don't feel like they actually understood my question or didn't actually do anything to assist, I immediately open up a help ticket and politely explain to them what the problem was again and how their response either didn't match what my issue was or whatever else pertains. You might get lucky and get another dev to answer your second ticket that might look better into the issue. This almost always turns unpleasant experiences into positive experiences. Honestly at the end of the day I really think being polite and patient, yet still assertive, is key. ATA is human, and no one likes people inboxing them impolitely and angrily like Karens, but in the same token they are human and are thus prone to making mistakes.
I know when claptrap is responding to a help ticket because I can see that he took the time to include helpful tips or throw in a text emoji instead of sounding like a robot.
I think it would be cool if devs could sign off on their help tickets, but that may target "harassment" of specific devs for answers peoole don't like. Sort of like how it would be very very bad if it said which mod silences you. 🤣
For the most part, I feel like their customer service has actually gotten better. At least, I haven't gotten anymore rude shrug emoji responses. I'd prefer a copy /paste answer to that, because at least if they've created a copy/paste answer, I feel as though enough people have brought the issue to their attention that they are aware of it.
Yeah, if it's an issue that I see a lot of people are talking about, I don't really bother sending a help ticket because I'm positive they've already been made wellllll aware that there's an issue.
Im still waiting for an answer about the Myth pass. They are just leaving my ass on read now. Overall 100% poor customer service.
Tell me about it. When several players report a problem, is because there is a problem. If ATA wants to be seen as a serious and competent company, they should fix it, give us an explanation and respect people who are coming at them expecting to get their issues looked into. I'm sick and tired of how they've ignored problems and hit us with copy pasted replies that basically say "we don't care" and immediately auto-closing the ticket afterwards.
Copy and pasted answered do not mean they don't care. If you want personalized responses to all the help tickets that are sent in, it's gonna take away from the work they are putting into the actual game or whatever issue yer complaining about. Then yall will complain about that. It's not about them being good about customer service, it's about productivity. You'd be surprised how many companies do this. Also what is up with the alt bruh?
Using a new account for this reason doesn't make my points less valid, and I don't have to justify it. We know ATA has a big team. We know they have more than one person assigned as "Community Manager" or something like that. In companies, each member of a team has a main function. And those who deal with the community are supposed to look into these things. Even if they took longer to reply but actually gave our tickets the attention they deserve, I would be happy. I'll stop because lock was requested. Sorry.