Toonslab
 

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

Lmao I hope this man doesn't get paid with irl money.

The level of support given is pretty shocking in all honesty.

Could be an auto-response. If it reads the word "ban" in your email it will just send that, but I doubt that it actually is.

I've asked them to unlink my account from my brother's account a while back and they replied: "Your bans are caused by your own actions", ?????

I swear, whoever handles these is stupid and what makes it even worse is when staff try and defend it.

u get auto unlinked from everything when u are unbanned, am i rite?

my dog is making weird noises :( but nonetheless, yeah its stoopid #Colin4supporttickers he might be evil and all, but at least he answers you with truth, honesty and fairness. COLIN REP ME <3

If you and your brother use the same ip you can't really prove to toonslab that your brother's acc isn't just your alternate.

Main topic:

Honestly, if you think about it for 2 mins, you might wonder, "Hmm... Am I the only one having this problem with the bans?"

There could be a lot of people thinking that their hours aren't passing by, unless they stay on the app.

Maybe the people who review the bans decided to just auto-respond with a message towards the majority of the complaints, which is "I didn't do it!"

And they have probably gotten the lesser of feedback from "My hours aren't reducing, help!", so they kept the same auto-response.

Doesn't mean they don't care, or have no interest in your message. They probably just need to confirm the problem, and fix it.

What do you want them to say? "Thank you for notifying us, we will fix this soon"? Give it time.

UNIXMAD DESIGNER BREAD BOX, NOW WITH INLAID JEWELS

That's not how you operate a support desk. If they are doing this, then they shouldn't be. All tickets should be read over properly and responded to professionally. Time isn't the issue here, it's the kind of responses people are getting.

Except time is actually the issue here...

Are you willing to go over thousands (Probably thousands) of ban appeals all saying the same thing?

Maybe the person/people reviewing have a lot of other tickets that they need to check, so they just ctrl v, instead of giving every single person a "special" message.
I'm sure they took OP's ticket into account. Maybe it's just a bug, and his hours aren't actually not dropping.

You don't even know if OP sent in a lot more tickets, and the person reviewing already told him that his ban won't be appealed.
Basing that assumption off of a recent thread he made, complaining about a ban. (Got deleted, I think)

Yes actually. I've worked with and directed support desks for years now, and I have to process tickets far more laborious than ban appeals every day. If you don't properly read through every ticket, you'll miss legitimate issues and piss people off. This isn't the kind of support that should be being provided to players, especially when some of them are paying customers.

The issue isn't the canned response, it's the fact that the ticket clearly wasn't read properly, which seems to be the case with a lot of other submitted tickets too.

I don't care about waiting the duration of the ban but it's going to be impossible if the ban timer isn't functioning the way it's supposed to. Already confirmed that 3 users on this forum who are currently banned that their timers aren't working. The person who responded to my ticket is highly incompetent that's for sure. Just fix the issue about the ban timer that's all. I can wait to April to be unbanned.

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.

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?

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.

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.

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.

..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.

Thats no fun tho

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.

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

Because admins often wrongfully jail me or jail me for unfair amounts of time (16,666 hours)..

This is an issue for several players such as Ariana, Albie, Agone, and myself to name a few. No matter what we do, our time stamps can go down but if we go back into the screen to see how much is left, it goes right back up to what it initially began with.


Test: I let it dropped to 1739, and it went back up to 1744 once I closed the app.

Update: Seems to be functioning now. Will see if anything occurs later on or tomorrow.

is there anyway or possibility that Graal will be looking for investments so they become an open trade company and we throw the idiots Xor and Unixmad out of their position?

i dont think u can throw unixmad out of his Position unless you got enough Money to buy graal from him

or kill him

Update: It's happening once more, the timer is not working. Stuck at 1292:40 every time I disconnect and reconnect into the game.

Find a better game to play.

I wish eurocenter still ran graal

I'm ded.....

This is what I spend money on and GET false BANS and they really need to focus on who they banning because

THERES A LOT OF FALSE BANS and those who deserve it get 0 treatment

When I got banned for 2500 hours back in February 2015 the clock didn't stop if I wasn't on screen, but it was slow and the ban time stretches to about 3000 hours

Once, I submitted a support ticket. It emailed me saying it had been read. The official status on the actual ticket was that it wasn't read. And I have never gotten a reply, and now the ticket is gone. The issue was resolved but that isn't really the point now is it..

I already addressed Andromeda and Pharaoh about the situation. I've also feedback it in Classic. Hopefully it gets resolved.

It does.

:unsure::unsure::unsure:

How in the hell do i create a new post??

Some similar bull**** is happening to me as well.
http://www.graalians.com/forums/showthread.php?t=34501

toonslab is dumb af they never overturn. I got banned for 6 months for calling the new deadwood hats garbage and they don't give a duck fart.