Graalians - Toonslab

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- - Toonslab (https://www.graalians.com/forums/showthread.php?t=34090)

Quote:

Posted by Aguzo (Post 669709)

How can you tell that the ticket wasn't read properly?
Based off of the response? Maybe they took the message into account, even though the response message isn't 100% satisfying.
Maybe the person who handled the ticket didn't know what else to say.

Can't just get pissed off every time something doesn't go your way, gotta have patience.

Like I said, could just be a bug, and there is really nothing to worry about.
Meaning his the hours for his ban time probably are reducing, just the countdown is bugged.

I think it's pretty clear from the response that the ticket wasn't read properly. If you "don't know what you say" in a reply to a support ticket, you should't be tasked with replying to support tickets.

Quote:

Posted by Bryan* (Post 669649)

Seriously, who handles them and what level of intelligence and comprehension skills do they have? I ask a question about the ban timer, many players are suffering from this as well, that it isn't decreasing when you're not on the app and instead it starts at the time stamp it intially was. For example, the time remaining for me was at 1744 hours and then I closed the app at 1742. I re-opened it at it was right back to 1744.

The response I get is that the ban won't be overturned. There was no indication in my ticket that I wanted it to be overturned. There's an issue with the ban timer.

http://www.graalians.com/forums/atta...1&d=1454955842

I think what needs to be considered here is the possibility that they're trying to semi-automate common ticket responses. Some poor guy working for **** wages in India could reasonably have a big backlog of ban-related issues assigned to him and decided to skim to keep up instead of actually reading the description.

That said, is there any reason why it wouldn't make sense resubmit without using the word "ban" directly?

Quote:

Posted by Aguzo (Post 669709)

I have a strong feeling that you have worked in customer service before.

Its a terrible support system, I does not matter what you send them its literally the same copypaste message over and over again.

You didn't appeal for an unban which most likely means this was a bot which I've mentioned dozens of times do exist and staff defend it saying there are no bots and its always them reviewing these reports.

As Albie said it pisses me, him and a lot of other people off when a staff member defends this disgraceful support system when clearly its broken.

Still not as bad as steam customer support.

Quote:

Posted by metal (Post 669727)

Still not as bad as steam customer support.

Lol I've read about those stories on reddit, takes like 6 weeks to get a response and then they wait another 4 weeks to give you an answer from a bot

Quote:

Posted by OG (Post 669729)

Lol I've read about those stories on reddit, takes like 6 weeks to get a response and then they wait another 4 weeks to give you an answer from a bot

Happened to me, I was having a problem with a valve game and was contacting steam support. They responded almost a week later with some copy pasted message and just closed the ticket. By then I solved the problem myself.

Quote:

Posted by metal (Post 669740)

I've asked to get a refund on a few games and I got them within 3 weeks lol

Quote:

Posted by OG (Post 669742)

I've asked to get a refund on a few games and I got them within 3 weeks lol

Refunds are different, as long as you played less than 2 hours and owned it for less than 2 weeks it goes pretty smoothly, I even refunded a game that I played slightly more than 2 hours before.

Ikr! I haven't been able to play Classic normally since September because they won't listen to me. They keep saying "the account does not appear to be banned. If you are still banned, please check the ban id to be sure you gave us the correct ban id".

On Ol'West, Zone and Era support, they actually listen to my complaints and answer them.

Quote:

Posted by Jellybeans (Post 669753)

..Dont they all have the same support? Toonslab?

Pro tip dont get banned

I submitted another ticket without using the word "ban" and I still got the same response...I am fed up with the crappy automated service that's provided for the players. Several of us won't be able to wait our duration of the bans if 1. Timer isn't functioning and 2. Toonslab is responding with automated replies for ban appeals when I am not asking for an appeal.

Quote:

Posted by SETHFTW (Post 669773)

Pro tip dont get banned

Thats no fun tho

Quote:

Posted by metal (Post 669770)

..Dont they all have the same support? Toonslab?

support.toonslab.com? They have different people who view the tickets for different servers I think..

Because for Era, Ace, Ventus, xcloudx, Vendhin and Snk replied to my tickets.

On Ol' West, Ace, Homelesswitch and Ser replied to them.

And on Zone, Tashkin used to reply to my tickets but recently no one has replied but the issue was resolved.

On Classsic, I've never seen the name of who responded, so idk who answered them.

Quote:

Posted by Jellybeans (Post 669779)

Makes sense, although im curious to why you're submitting so many tickets..