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Thanks for Improving

I sent in a support ticket Tuesday, and it was resolved by Friday. You surprised? I sure am.

I have not been one to heap gratuitous praise upon ggs, because I've not been happy with many things this company does and fails to do. I'm not one to fake happiness. 

Nonetheless, I left the game for several weeks and was not happy to have an immediate issue. I considered just leaving the game permanently, and not bothering with support. But, when I did reach out to support and received a response the very next day, I raised an eyebrow. I'm nowhere near being a ggs "favorite" player, so I know this quick action by support must mean that ggs is really making an effort to really support their game and improve the perception players have of the company.

Well, that is, of course, just my assumption, but as a result, ggs earned a little respect from me. It has been quite a while that I have felt anything but annoyance and distrust for ggs, so I just avoid support tickets altogether. This is one time that I'm going out of my way to say Thank You ggs because it has been earned. My issue was addressed quickly, without being condescending, rude, or patronizing.

I sincerely hope future opportunities to publicly thank ggs will be more frequent.

Thanks!

Comments

  • That is very good news @cheshi :):)
  • Data King (US1)Data King (US1) US1 Posts: 7,994
    Yes very nice there cheshi. Maybe this is a sign of better things to come? ;)
  • artful (US1)artful (US1) US1 Posts: 6,617
    I wish I could say the same.  After contacting them, it took about a week for them to respond with a "ticket number."  A few weeks later, I inquired about the status.  No response.  You are very, very fortunate.  :)
  • I expected there would be a few replies to this post from people who have unresolved issues with ggs' support. I'm sorry the quick response has not been for everyone. These negative experiences have an effect on all of us.

    If anyone has unresolved issues with support the only thing I can suggest is to contact them frequently. I didn't get the opportunity to be persistent with my issue as communication from ggs was always within hours during the time of my open ticket. For this I am appreciative, and not gloating.

    I personally think customers should not have to wait more than a few business days between each contact. That is good customer service to me. If a company can't do that on their end, then you should feel comfortable to follow up in a couple days. Do not wait for weeks to politely prompt them that you are still waiting to have your problems remedied. If nothing else, you should be notified of a fix in progress, or explanation of reasonable consideration of your support request. Taking care of their customers and giving priority to customer support shows that they respect their customers.

    Taking care of customers builds customer loyalty and an honest reputation. But sometimes, even the best companies will not have 100% perfect customer support. I'm hoping that ggs is at least striving for that ideal 99% customer satisfaction so they will be a viable business in the future.

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