So This is a Shining Example
BHVR,
When someone submits proof of a player cheating, with video evidence, and the response we get back is this:
"Thank you for reaching out. Unfortunately, we're unable to process your report at this time. We're currently streamlining our process to better support our players."
...how do you think that will affect the confidence of your players. I go back to what I've stated on the forums since I started posting. You have some very basic things that need to be addressed.
Comments
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Heyo,
I went ahead and looked into this. When you filed your ticket, you put it under the "Other" category instead of the "Additional Player Report Information" category. These tickets go to the general support agents, not the ACM team that normally deals with reports. The general support agents cannot process that report, and since it was filed in the wrong section, key information that the ACM team would need would not be included in the ticket, so they couldn't forward it to the right people.
If you resubmit your ticket in the correct section, someone will be able to process that report.
Sorry for the confusion!
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Thank you for proving once again that the report system works if used properly, Peanits.
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thank you for the reply, I'll resbumit and try to find the right category. The response from your customer service should have been that it needed to be resubmitted using that category.not that "future request...." Also, the label you use in your ticket system should be Report - Additional Player Information. I missed it because like most, I looked at the first word to try to find the category, and there are probably many that can be combined since they go to the same person which would keep it even easier to locate.
When I read the line we can't process ...due to streamlining our systems" I didnt even finish the email. That should be stricken from any type of auto/canned response your reps use, just some advice.
thanks again.
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BHVR isn't a small company anymore, just fyi.
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Haha this is the dumbest-ass kind of bureaucracy there is. That's like IRS or Google Tech Support levels of dumb. You guys should have a process for internal routing. Don't victimize your users.
Also, Behaviour is not a small company. They employ more than 550 people. Get this scrappy underdog image out of your heads.
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Peanits didn't say BHVR was small, nor did he say there wasn't room for improvement. He just explained what had gone wrong and why. Why are you attacking him for trying to do his job, which is provide information and help?
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Sorry, the "small company" observation was directed at someone else who brought it up, not Peanits.
And, this is the kind of inefficient corporate bureaucracy that deserves criticism. I do not mean this as a personal attack against Peanits, and I know he is just the messenger.
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It's actually more efficient to just have the user tell you what they're contacting you about than creating an entire department to sift through all the data. Having more departments to do the same work is less efficient, not more. Assuming, of course, that your users can use the form correctly.
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What I'm saying is that internal employees should be able to route things to the right people when they receive it in error, instead of sending back a "Whoops you didn't check the right box" reply, which probably takes up just as much of their time and help no one.
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