backseatdev

This week I mentioned in passing that some of my angrier moments in this game have come from dealings with customer service reps and their handling of appeals.

It seems the policy is to remove/delete an appeal if someone is found to be offline when they reach their ticket number in the queue. Tickets I am sure are handled by priority/category and somewhat by age, but I really have no idea. Anyways, I check my email 5 days after putting in an appeal for a missing item and I get a friendly email from Mythic CS saying that they looked for me, but I was not found online at 2:30 AM thursday morning. This is of course no shock to me as I am human. The next part says that because I was not online they have cancelled my appeal and asks that I re-submit.

You have to wonder, who on earth comes up with business request processing like this? Where would this translate? In my business, a customer communicates a problem and I take 5 days to awknowledge the problem, then give them a call at their work at 2:30 am and leave a message saying I was real sorry, I tried to get a hold of them and help them but I am going to disregard their request until they call in again in the morning. I would be unavailable at that time however.

Is this really so different? I suppose some problems do go away and perhaps they simply have way more requests then they can handle, so they try to delete as many as possible and hope people either don’t bother trying again or bank on at least some of the people not logging that character on ever again.

My request did get resolved, 3 weeks after submitting the issue,  the item was mailed to me. They did not need additional information from me, I put in my second appeal and added extra notes begging them to please not delete it in the middle of the night. I suggest everyone do the same for every appeal.