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[Feedback] The Ticket system is a joke!


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#1 JackSwordfire

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Posted 06 April 2016 - 08:07 AM

I reported the hacker over a week ago and the ticket is still just sitting there.

 

This hacker has been actively advertising their hacks in public, breaking records on the co-op and being a nuisance in PVP.

 

There need to be a faster way to report these people 


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#2 VModCupcake

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Posted 06 April 2016 - 08:37 AM

The ticket system is the best way to deal with issues like this.  When you make a ticket, include all of the details you can and include screen shots, especially in a case like this.

 

 In general, when reporting "ill-mannered" activity, support will not tell you the end result of that report because that's between them and the player involved.  But they will notify you that they received the ticket and are investigating.  Some cases take longer to investigate than others so that could take some time.

 

If you haven't already made a support account so you can view and reply to your tickets online, you might want to consider doing that. Go to this page https://support.warp...in/Default.aspx  and click on "Register". Otherwise the replies will be sent to your email so check the spam folder in case they got misdirected.

 

I know this probably isn't the answer you want, but right now the only way to deal with cheaters is through the ticket system. Feel free to pm me if you have any questions


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#3 JackSwordfire

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Posted 11 April 2016 - 12:43 PM

I finally got a response but they are refusing to do anything since I did not send Video evidence.

 

I guess the five images I sent clearly showing a hacker are worthless.

 

 


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#4 FoxOh

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Posted 11 April 2016 - 01:05 PM

Great :/ now I'll know how my ticket will result... sigh. They should note VIDEO evidence only for sending a ticket, otherwise we just wasting our time with screenshots cause they are inefficient. I got a link of video evidence if you want it, PM me if you want to send the link and try again. I just don't have it in me to try anymore.


Edited by FoxOh, 11 April 2016 - 01:28 PM.

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#5 AndraSyte

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Posted 12 April 2016 - 10:11 AM

Regarding appropriate evidence we are currently updating a knowledge base article as our older one was a tad bit confusing. In general please keep the following in mind when trying to report an issue with evidence:

 

  • If reporting issues such as ill-mannered behavior (for example foul language, harassment in chat, etc.) screenshots of the conversation most often will be enough. Please make sure not to edit the screenshots in any way and that they show the entire game window. 

 

  • For issues such as possible hacking and the likes, video evidence is the best form of evidence as screenshots only can be inconclusive. Pleases make sure that videos are unedited, show the entire game window, and are an appropriate length (we usually recommend 2-5 mins). When submitting a video please also make sure to include the issue you are reporting, at what point the video shows what you are concerned with (for example speed hacking at 1:15), IGN of player you are concerned about and any relevant information (for example a detailed explanation of what occurred).  

 

As  VMCupcake mentioned above making a support account is highly advisable. 

I hope this helps to clarify what information should be included within tickets and what type of evidence is most appropriate for each issue. If you do have any more questions please feel free to send a PM and I'd be more than happy to assist as well.

 

Just remember we are all here to help :p_smile:  


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#6 JackSwordfire

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Posted 12 April 2016 - 12:16 PM

Great :/ now I'll know how my ticket will result... sigh. They should note VIDEO evidence only for sending a ticket, otherwise we just wasting our time with screenshots cause they are inefficient. I got a link of video evidence if you want it, PM me if you want to send the link and try again. I just don't have it in me to try anymore.

 

 

Thanks I found your video on YouTube and sent them that.


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#7 Marlz

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Posted 13 April 2016 - 01:55 PM

My main Character (Ai) has a bug where she lost her zombie zog title, and i sent a ticket in, and seem's i will never get this fix or get the title back as there asking for screenshots as evidence as if i would predict this -_- in advance =/ I am not very happy at there method =/


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#8 VModCupcake

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Posted 13 April 2016 - 02:17 PM

My main Character (Ai) has a bug where she lost her zombie zog title, and i sent a ticket in, and seem's i will never get this fix or get the title back as there asking for screenshots as evidence as if i would predict this -_- in advance =/ I am not very happy at there method =/

If your issue is a missing title, please post about it in this topic  https://forums.warpp...-missing-title/

 

I think this is a bug that they are aware of and are working on


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