Spiral Knights - Customer Service Survey

Customer Service Survey

28 replies [Last post]

Mon, 08/13/2012 - 18:28

Rommil

Rate your experience with OOO customer service, specifically the support portal.

Please leave a simple rating, without anecdotal reasons why, how, or when. You should take the entire experience into account. If they refused or denied your request, but did it in such a nice way that you were happy regardless, take that into consideration. If you were rewarded your request in the end, but the effort it took made the whole affair negative, or annoyed you, consider this equally.

--these are just general guidelines, in truth, its your experience, so feel free to judge it upon the aspects of the experience that are important to you; be they time it took to respond, level of difficulty in finding the portal, how you felt about the response (scripted or sincere?). Also, this isn't a case-by-case basis, but rather an aggregate of your entire support portal experience(s)--if you have only had one interaction, feel free to judge by that singular experience.

A simple 1/10 through 10/10 rating will suffice. With 1 being the lowest, and 10 being the highest. 5 would be middle of the road, as in you through your dealings with the customer support portal (or customer service in general) have no strong feelings one way or the other, completely neutral.

Mon, 08/13/2012 - 18:32

Rommil

1/10

Mon, 08/13/2012 - 18:39

Pokenuevo

I would give a 9/10 from my two experiences. I had bought an energy pack an hour before the notice of a promo, so I had messaged support about possibly being able to receive the promo, but understanding that I may not. However, Cronus was very nice about it, and he explained why my request couldn't be granted. The second time I was giving OOO a little nice message to lift up their day, and Cronus responded as quick as the first time. He was very nice to talk to (even if we barely talked).

Mon, 08/13/2012 - 18:43

Raspberry

11/10

Based on rescues, rapid response, wiki vigilence, and community event executions. GMs and Admin went above and beyond.

Mon, 08/13/2012 - 18:46

Alynn

Purely based on support services only? 9/10

Mon, 08/13/2012 - 18:50

Gwenyvier

9/10 I have had a couple

9/10

I have had a couple issues with getting stuck in game and the GMs have always responded relatively quickly and fixed the issue. I have also sent in questions through the support portal that only a GM or dev would be able to answer (hence no reason to post them in the forums) and I again got a reply fairly quickly. The most recent of these was finding out if the bombs from the Crystal Bomb compensation had to be bound, which I passed on in Trade and Zone chat, along with the forums. Customer service is just fine to me, and much better then most MMOs I've played.

~Gwen

Mon, 08/13/2012 - 18:51

Pauling

Just to clarify, this is a

Just to clarify, this is a completely unofficial and unsanctioned survey, correct? May I ask what you're tracking this data for? Stripped of context, the results won't be very meaningful at all.

("Asked for free Max UV set; was denied. 0/10")
("Reported typo in someone's name, got tell acknowledging my existence. 10/10")

Mon, 08/13/2012 - 18:51

Repartee

The kids don't know what the jazz is all about.

Support has always taken care of my things and gotten back to me on issues via email. Also in-game support is spot on, they've unbork things. So 10/10.

Mon, 08/13/2012 - 18:52

Softhead

9/10

Probally better than most.

Mon, 08/13/2012 - 19:05

Aumir

9/10

Thanks Atalanta for all those debuggings at FSC with the sprites, thanks Oceanus for the healing pills when they fell in Legion in the graves, thanks to... was it Atalanta again, or who was who dragged a party member along when it fell behind and was left in the lobby in the anniversary event? It isn't perfect just because with all the crazy moving business one member had to pay to get back.

So, not perfect but almost! As much as my memory on the one who atended me in the anniversary xD

Mon, 08/13/2012 - 19:08

#10

Lepreal

10/10. Messaged more than 10

10/10.

Messaged more than 10 times. They responded ASAP.

Mon, 08/13/2012 - 19:15

#11

Byas

1/10When I was stuck in FSC

1/10
When I was stuck in FSC they took so long to help that I decided to go back to haven and try again, also the link to support (https://www.spiralknights.com/support/#mail and https://www.spiralknights.com/support/?locale=en#requests_new) that the game and the wiki offered never worked.

Mon, 08/13/2012 - 19:15

#12

Milkman

(10 + i)/10

Mon, 08/13/2012 - 19:25

#13

Njthug

10/10 They are always fast n

10/10

They are always fast n snazzy with any issue I ever had.

Mon, 08/13/2012 - 19:29

#14

Symbiann

-538921 / 10

My btb bugged at punch once, they refused to give me back my asi VH
soooo -538921 / 10

Mon, 08/13/2012 - 19:50

#15

Pokenuevo

My Bad!

For those that are mad about being unable to reverse a UV/Bind/Accessory: refer to Pauling's comment

Mon, 08/13/2012 - 19:35

#16

Serell

...

7/10.
I've only had one experience with the Portal, and they were nice and fast. But it was only one experience, thus I will only give a 7/10.

Mon, 08/13/2012 - 19:40

#17

Retequizzle

10/10 would ask for help

10/10 would ask for help again

Mon, 08/13/2012 - 19:46

#18

Pauling

Pokenuevo, your comment about

Pokenuevo, your comment about ringers not reversing mistakes contradicts a statement by Eurydice four days ago, and last month:
http://forums.spiralknights.com/en/node/61957#comment-459751

Note that the policy is written in such a way as to discourage overuse. I added a link to the policy to the Accessory page on the wiki, in case you need to find it later.

Mon, 08/13/2012 - 19:51

#19

Pokenuevo

I didn't say all cases would end in the refusal of OOO, but for those that are turned down... then that is more likely the case. If I'm wrong, then I'll take down my comment.

Edit: Pauling, I edited my other comment.

Mon, 08/13/2012 - 19:52

#20

Noogard

Would do again.

10/10 Good response time, good people, good show.

Actually, minus a few points as a crowbar almost killed my whole party once. Those free health capsules may have healed the damage but the pain caused is permanent... I still feel sore.

Mon, 08/13/2012 - 19:54

#21

Dorael

If wishes were pennies

I wish someone could someday do a rate the customer survey.

Mon, 08/13/2012 - 20:04

#22

Noomad

10/10 I've had to use their

10/10

I've had to use their support to get help with bugs mid game, they've always responded fast and were a great help. I also submitted a ticket about the dauntless diver n such achievements not working properly for me, back when they were buggy. I was told it would be fixed soon, and a few weeks later the patch came out that fixed it.

Sorry you're having a bad time Rommil

Mon, 08/13/2012 - 20:20

#23

Dukeplatypus

9/10

Most of the time, they're quick and awesome. However, I've pretty much been stuck on hold with them for about a month now on a request. I don't know what they're doing, but I'm pretty sure they're still working on it, albeit I wouldn't mind somewhat more informative updates.

Mon, 08/13/2012 - 20:57

#24

Iamnoone

10/10

I've had quite a few experiences with them. I've always found them to be fast, curious, helpful and professional even when I first started here and went to them with dumb issues. They are above and beyond most sites customer service.

Mon, 08/13/2012 - 21:07

#25

Gwenyvier

1/10: 3 (Sybiann's

1/10: 3 (Sybiann's auto-corrected to lowest possible rating)
7/10: 1
9/10: 3
10/10: 8 (Raspberry's auto-corrected to highest possible rating)

Milkman's rating is not counted due to me not feeling like doing the math.

3+7+27+70=117
117/15=7.8 is the average rating at the time of this post.

Not too bad, considering customer service on games usually is pretty poor.

~Gwen

Mon, 08/13/2012 - 21:23

#26

Doctorspacebar

Not too bad, actually.

Their updates may not be great, but I have to admit, they were quick enough to get me out of stuck spots.

Both of these instigated by the old RSS hitting two switches at once... I still miss the RSS, just for the record.

Mon, 08/13/2012 - 21:44

#27

Lizzi

^ Oh My Vog

Did you happen to get stuck in Hazardous Heist, by any chance? xD I filed two support requests because I also hit the switches there simultaneously. Both got responded to very quickly. :)

However, there was one incident where I was on a Red Twins SL run, and one of the party members got kicked from the party because he disconnected at the elevator. I filed a support request to get him back, but it never got responded to. I replied to my previous request ten minutes later, and another one ten minutes after that. Our party got impatient, and decided to move on. Later, my request had a new response! ...It was an hour after we finished the run.

So I guess an overall, 6/10.

Tue, 08/14/2012 - 01:23

#28

Tersakaff

8.5/10

I've had a generally good experience but at some points they felt rather "scripted" than sincere, or they took quite a bit to response in situation that required a speedy reply, or were just plain unhelpful.
However besides those they offered a pretty good and nice service in other cases.

Definitely better than most customer services.

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