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Support ticket inept employee.


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#1 SettlerofCatan

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Posted 29 May 2020 - 07:10 AM

Why is Warpportal support team so terrible?

 

Got this email, and im left with a lot of questions:

 

We read your concern, we will investigate and review your request.
To assist our investigation, please provide the following information:
 
- RO Transcendence Account (ID):
- Server: 
- Character name that does upgrade:

 

On the ticket creation form. what is the purpose of these fields?

RO_capture.PNG

It literally asks your account ID, and your character name. So i don't understand why im being asked that a second or a third time. 

 

 

 

What. The. Fail. Lol.

 

get better outsourced support staff that can actually use common sense please. 

 

 


Edited by SettlerofCatan, 29 May 2020 - 07:11 AM.

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#2 TattooedChef

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Posted 29 May 2020 - 11:12 AM

Why is Warpportal support team so terrible?

 

Got this email, and im left with a lot of questions:

 

We read your concern, we will investigate and review your request.
To assist our investigation, please provide the following information:
 
- RO Transcendence Account (ID):
- Server: 
- Character name that does upgrade:

 

On the ticket creation form. what is the purpose of these fields?

RO_capture.PNG

It literally asks your account ID, and your character name. So i don't understand why im being asked that a second or a third time. 

 

 

 

What. The. Fail. Lol.

 

get better outsourced support staff that can actually use common sense please. 

 

 

 

It's a very common business practice called verifying information. And if they didn't do this and did something to the wrong character you be here whining and complaining on the forums. So instead of belittling them for doing the job they were hired to do try to approach the situation with some MATURITY & RESPECT.  

 

 

 

Also look in the mirror before you start accusing others of lacking common sense... 


Edited by TattooedChef, 29 May 2020 - 11:13 AM.

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#3 mildcontempt

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Posted 29 May 2020 - 11:15 AM

Sometimes people like to confirm information?

 

Unrelated to the topic, but you should really avoid using photobucket for such a small screenshot. Had to blow it up and squint to see what you were referring to since its watermark blocks everything. 


Edited by mildcontempt, 29 May 2020 - 12:59 PM.

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#4 azumak1

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Posted 29 May 2020 - 12:17 PM

Imagine using a 16 year old inept image hosting service that ruins pictures that they host


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#5 SettlerofCatan

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Posted 29 May 2020 - 06:41 PM

It's a very common business practice called verifying information. And if they didn't do this and did something to the wrong character you be here whining and complaining on the forums. So instead of belittling them for doing the job they were hired to do try to approach the situation with some MATURITY & RESPECT.  

 

 

 

Also look in the mirror before you start accusing others of lacking common sense... 

 

 

except this was the 4th correspondence, with screenshots attached. The first email correspondence was the information verification.

 

i wouldn't complain if this was the initial message. totally get that.

 

 

this information re-confirmation was pointless (imo) at this point. why after i have submitted my information twiceover so far?

 

 

this basically means that the initial setup, with the detailed explanation, and screenshots attached when the event happened are of no use. i have to re-explain myself once the support staff "opens" the ticket.

 

 

 

 


Edited by SettlerofCatan, 29 May 2020 - 07:02 PM.

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#6 TattooedChef

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Posted 29 May 2020 - 10:01 PM

except this was the 4th correspondence, with screenshots attached. The first email correspondence was the information verification.

 

i wouldn't complain if this was the initial message. totally get that.

 

 

this information re-confirmation was pointless (imo) at this point. why after i have submitted my information twiceover so far?

 

 

this basically means that the initial setup, with the detailed explanation, and screenshots attached when the event happened are of no use. i have to re-explain myself once the support staff "opens" the ticket.

 

 

Again this is a common business practice, [Clipped]


Edited by VModCoconut, 29 May 2020 - 10:18 PM.

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#7 SettlerofCatan

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Posted 30 May 2020 - 04:55 AM

lol get clipped.

 

not common business practice... Common practice would be to read the information, then respond.

 

 

 

I sort of work in the industry. Agree to disagree. but this is literally my job.

 

Example: Jira Tickets. We read the contents to understand the issue. we don't spend the next 3 days and 4 corresponding emails to confirm identity, then re-ask what the issue is.


Edited by SettlerofCatan, 30 May 2020 - 05:01 AM.

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#8 koplikop

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Posted 30 May 2020 - 08:50 AM

Them asking multiple times to confirm information would be justifiable had the discussion been done verbally. But requiring to put detailed information in tickets, and then being asked repeatedly over the same thing is quite annoying. It's understandable to ask once over a "written request" just to confirm the accuracy of your entries. Only issue I can think of here is that if they see something unusual in your account that does not go in line with what you reported then that could be a reason why they're going back and forth with you this way.

Edited by koplikop, 30 May 2020 - 08:51 AM.

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