If CS is human, explain this:

[ElonMusk]

The following is a conversation I’m currently having with the CS team. It doesn’t get worse than this. (Conversation ID: #41570)

Me: Hi, what are the stats for the “rally” button in battle? Not the assult rally tactic, the regular rally. What are the speed increases? The damage increases?

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DomiNations Support Team:
Thank you for that information. Also, be sure to include any relevant attachments or information that may help us resolve the issue. Please note: Missing any of the above information may cause a delay in response time.

Our team will contact you once we’ve reviewed the situation. We appreciate your patience.


GM Bry:
Hello there,

Thank you for getting back to us. Rest assured that we are consulting the development team regarding your concern, and we will get back to you as soon as possible once we have any updates.

We can only ask for your patience and understanding at this time.

Regards,

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Me: What are you talking about? Did you understand my question?

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GM Bry:
Hello there,

Thank you for getting back to us. Our development team is still investigating your concern. We will notify you once we have any updates.

We are once again asking for your patience and understanding.

Regards,
—————————

Me: What are the stats for the rally button?

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GM Bry
Hello,

Thank you for keeping in touch with us. Our development team is still investigating your concern. We will notify you once we have any updates.

If you have any more questions, please do not hesitate to contact us.

Regards,
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This is beyond absurd.

 

[ElonMusk]

@DomiNations Support

 

[mduffor]

Given the number of tickets Customer Support deals with, they have to use stock replies in a lot of cases. At the moment, making sure people can log into the game after the auth system transition is the highest priority. Hard-to-answer questions like "what are the exact effects of the Rally button" are lower priority, and take more time, since the exact details are buried in code or docs, and the people who wrote that system probably haven't worked at BHG for a few years. We appreciate your understanding.

 

[ElonMusk]

Given the number of tickets Customer Support deals with, they have to use stock replies in a lot of cases. At the moment, making sure people can log into the game after the auth system transition is the highest priority. Hard-to-answer questions like "what are the exact effects of the Rally button" are lower priority, and take more time, since the exact details are buried in code or docs, and the people who wrote that system probably haven't worked at BHG for a few years. We appreciate your understanding.

Ok thanks for explaining.

 

[Spaceboy]

I have been working 20 years for customer serviçes, and this remains bad. In case you are busy, what is normal, repl with a template like « we got your request and we are on it. We are busy right now so please some patience. » Easy no? Why you don’t that?

 

[nobodyknowsthetrouble]

Why you don’t that?

Because we give up after 3 misleading bot responses, the ticket is closed after a few days and thus no work remains on hold for later

 

[Davis - The Emissary]

Hi Elon Musk, glad to hear you play DomiNations.

Regarding your question about the rally button stats, I want to clarify that, as a rule, we avoid sharing detailed stat information that isn’t already available in-game. That said, we recognize the importance of transparency in a strategy game like ours and are actively working on ways to make more information like this accessible to all players.

Our support agents are committed to helping players and work together as a development team to provide you with the most accurate answers. When confronted with a question for which our agents need additional insight as to how BHG would like them to respond, like in this instance due to the nature of the question, they reach out to us to confirm or deny the request and suggested response.

The only responses that you received that were automated are the first two, which are intended to gather information prior to when an agent is assigned your ticket. I drafted these myself, and upon reflecting see there is a lot to be improved. This is on my plate, as well as reworking the CS department as a whole. I hope we can do better for you next time.

I’m very sorry to have failed you here, but know that we’re working hard to improve both our communication and the availability of in-game details. If there’s anything else I can assist you with, don’t hesitate to let me know.

Best regards,
Davis
VIP Manager

 

[King Crimson]

Given the number of tickets Customer Support deals with, they have to use stock replies in a lot of cases. At the moment, making sure people can log into the game after the auth system transition is the highest priority. Hard-to-answer questions like "what are the exact effects of the Rally button" are lower priority, and take more time, since the exact details are buried in code or docs, and the people who wrote that system probably haven't worked at BHG for a few years. We appreciate your understanding.

This is not a valid explanation for using bots. The only time for an acceptable bot response is something like "Our development team is still investigating your concern. One of our service team will respond shortly" or something like that. And then an actual person should respond with an update.
That's how normal customer service works if a person doesn't answer the call the first time.

 

[DomiNations Support]

This is not a valid explanation for using bots. The only time for an acceptable bot response is something like "Our development team is still investigating your concern. One of our service team will respond shortly" or something like that. And then an actual person should respond with an update.
That's how normal customer service works if a person doesn't answer the call the first time.

As stated above, the only messages that were automated are the ones intended to collect information at the beginning of the conversation. Our support agents are very much human, I speak with them daily.

Thank you for keeping in touch with us. Our development team is still investigating your concern. We will notify you once we have any updates.

If you have any more questions, please do not hesitate to contact us.

This is a scripted response pasted by an agent intended to buy more time for our development team to look into the issue. To reiterate, due to the fact that the information requested by Elon is not readily available in game, the agent needed confirmation from BHG before providing anything further.

 

[King Crimson]

This is a scripted response pasted by an agent intended to buy more time for our development team to look into the issue.

Fair enough but if the agent took the time to read the request & cut and paste a scripted answer, in the same amount of time they could've typed a more personable reply. Just saying.
It's a small thing but makes a huge difference.

 

[Davis - The Emissary]

Fair enough but if the agent took the time to read the request & cut and paste a scripted answer, in the same amount of time they could've typed a more personable reply. Just saying.
It's a small thing but makes a huge difference.

You're 100% right, you'll get no argument from me. This was not acceptable and I assure you it is being addressed with the team.

 

[ElonMusk]

Thanks to all of the moderators and staff members who came around to help clarify. It feels good to hear that I’m not talking to the wall.