Customer Service Improvement

redlunatic · March 6

Recently, I have noticed a decline in customer service to levels of roughly 2 years ago.

1) If an item accidentally gets sold, we are now told that it's not possible to get the item back, and that no one ever got an item back in the past, which is patently false. Even with proof, agents do not seem to care anymore and abruptly close your ticket and ensure you can't even leave a rating. Most won't or can't read logs to find if you ever had the item, and if you provide all that, you are most likely not getting a positive outcome.

Help people. People won/bought things. Accidents happen. Restore and provide customer service. Why is the onus on the player every time to prove and fight?Given the hundreds of screwups in game that have caused losses, mistakes happen, make it right.

2) Prizewalls - indicated they will never come back. This has been cherry-picked recently. Sometimes they do, sometimes they don't. In the case of the new update, the rollout broke the game for many people.

If the wall is not available, and with the timing being the last hours of the MLC claim window, extending the MLC claim would be a no brainer. Saying that everyone had time is simply not the case. Fighting with reinstalls due to a botched rollout shouldn't penalize the player. The lack of communication and resolution on this last round was not remotely reasonable. Sure, you can claim earlier, but at the same time, you can also extend when screwups on your end happen.

In general, do better for your player-base. Why is it solely on the player to be responsible and accountable while the developers and customer service agents don't hold themselves to that same standard? There was upward momentum last year, but all that seems to have completely disappeared and I'm back to dreading asking for support again.

wildcatbonk · March 6

On this topic I will simply say that many years of doing business with Scopely has taught me not to expect basic courtesies and simple concessions that other companies would probably extend to good, long-term customers who spend hundreds/thousands per year.

If you make a mistake in WWE Champions, support will affirm it is your fault to own, no mulligans. And when "fault" may be left to interpretation (i.e. game was broken), they will still take a hard line no less than 80 percent of the time.

This is also why I've never invited anyone in my real life to try this wrestling gem break game that I play all the time. I have been broken down to expect no courtesy and yet I still play; I won't subject that to other people.

JD Rayne · March 6

https://community.wwechampions.com/discussion/10844/customer-service-improvement

Thanks for your feedback we will forward this to the team, Due to support abuse, There was a change in stance where hard expiration timings are enforced unless you had a game technical failure outside of your control.

Darren0420 · March 9

I recently had a really messed up instant happen to me I tried to go into the key loot to spend the rest of my keys and instead the game decided to load the cash loot prize pulls and when I hit back to exit it took it upon itself to instead waste all of my cash doing the middle amount of pulls I've had the same thing happen when I've been beaten in a match and it offered to kick out by spending your cash and I've selected no and more than once it's kicked out anyway and when this recent one happened it was with the brand new phone and nothing wrong with the screen whatsoever not even expect a dirt so nothing interfered with me hitting the button to back out support was no help whatsoever and seemed to think I'd waste all that currency in game on a loop pool that didn't have a single thing I needed it showed just how little they really care about the issues with the game and what it does to devalue our experience

Customer Service Improvement

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