Jump to content


Pretty amazing customer support

Customer support helpdesk account lock

  • Please log in to reply
10 replies to this topic

SquiddyD #1 Posted Apr 16 2018 - 16:44

    Private

  • Players
  • 5335 battles
  • 1
  • [AG] AG
  • Member since:
    04-01-2011

So, I just had to give some praise to the customer support team that helped me with my locked account ticket.  I've played since beta and the account was originally set up with an email address that was for my business.  My business has since changed and the email doesn't even exist anymore.

 

This made account unlock and email address change a little tricky.  Still, the support team was very patient, knowledgeable, and quick to response.  We had to deal with the fact that all purchases on the account were with a bank account that no longer existed as well.  This was pretty much worst case scenario but they actually managed to verify I was who I said I was.

 

I won't go into details with how they pulled that off but there was a lot of back and forth.  What impressed me the most is that they tended to get back to me in under an hour with each email.  That is unheard of in tech support of any kind but to see it with a video game's tech support is astounding.  Just thought I should share with the community.



Dockmaster #2 Posted Apr 16 2018 - 16:50

    Major

  • Beta Testers
  • 42354 battles
  • 5,069
  • [ACES] ACES
  • Member since:
    01-23-2011

Being a past Community Manager for a combat flight sim I have always been impressed by WoT support.

 

The only thing we did differently is we also had a live help chat. (Fighter Ace 1998 - 2007)



DomoSapien #3 Posted Apr 16 2018 - 17:00

    Community Coordinator

  • Administrator
  • 13385 battles
  • 430
  • [WGA] WGA
  • Member since:
    12-28-2012
As a former Customer Support Rep for WGA, it makes me happy to see the team is carrying on the torch and continuing to strive for quality support :) Thanks for sharing!

_IronPig_ #4 Posted Apr 16 2018 - 17:02

    Corporal

  • Players
  • 104588 battles
  • 34
  • Member since:
    08-31-2012

I also had to contact Customer Support recently and had an excellent experience.

 

My messages were replied to within 30 minutes or so, and they quickly resolved issue to my satisfaction (refund for a mistaken purchase from the Premium Shop). 



Devildog8 #5 Posted Apr 16 2018 - 17:03

    Major

  • Players
  • 10006 battles
  • 5,867
  • [BOLTS] BOLTS
  • Member since:
    12-26-2011
I think customer service does good but I do wish they would stop with the copy and paste replies to complex questions that the reply has nothing to do with the question asked.

BigDollarBillz #6 Posted Apr 16 2018 - 17:42

    Major

  • Players
  • 36426 battles
  • 2,785
  • [SBW] SBW
  • Member since:
    08-28-2011

View PostDevildog8, on Apr 16 2018 - 11:03, said:

I think customer service does good but I do wish they would stop with the copy and paste replies to complex questions that the reply has nothing to do with the question asked.

 

That is it Devildog. Those copy paste responses get so annoying. I wish they could do live chat as well. But over all they do a great job I think.

Edited by BigDollarBillz, Apr 16 2018 - 17:43.


Devildog8 #7 Posted Apr 16 2018 - 17:56

    Major

  • Players
  • 10006 battles
  • 5,867
  • [BOLTS] BOLTS
  • Member since:
    12-26-2011

View PostBigDollarBillz, on Apr 16 2018 - 10:42, said:

 

That is it Devildog. Those copy paste responses get so annoying. I wish they could do live chat as well. But over all they do a great job I think.

 

yeah I just sent one in and Poof copy and paste message, always about my cache, my cache has nothing to do with the issue I asked ....lol

riff_ #8 Posted Apr 16 2018 - 18:37

    Major

  • Players
  • 27247 battles
  • 9,821
  • Member since:
    08-02-2013

A while back I helped a player (I PM a WG administrator with a link to his thread) with a problem that he did not receive a reward tank.  WG fix his issues in the next few days.

 

The cut in paste response are not a good thing but it may be necessary from WG point of view.


 

Like all things in like, some times you get a response that you want (or is needed) and sometimes the response is complete waste of time and you have to fight through it to get the matter resolved.   It is the same with WG.


Edited by riff_, Apr 16 2018 - 18:38.


dnaman #9 Posted Apr 17 2018 - 00:04

    Captain

  • Players
  • 29185 battles
  • 1,177
  • [_EOS_] _EOS_
  • Member since:
    06-09-2013
What’s maddening in when someone doesn’t read your message but instead keys to one word and then auto pastes something.  In my experience they get it right more than they get it wrong, but I get the being irate when they get it wrong.

Son_of_the_South #10 Posted Apr 17 2018 - 00:15

    First lieutenant

  • -Players-
  • 14657 battles
  • 621
  • [PJ] PJ
  • Member since:
    12-11-2014

View PostDevildog8, on Apr 16 2018 - 11:03, said:

I think customer service does good but I do wish they would stop with the copy and paste replies to complex questions that the reply has nothing to do with the question asked.

 

​I wish they would eliminate subjectivity from moderation of the forums. People get warnings for unjustified reasons which when appealed ALWAYS are justified. If you point out the same "infraction" from another favored user, it goes unwarned and unchanged.

M0nkE #11 Posted Apr 17 2018 - 02:32

    Sergeant

  • Players
  • 21715 battles
  • 190
  • [NICO] NICO
  • Member since:
    03-12-2011
Pretty much everything I've seen from WGA has been pretty decent, as far as they're capable of making it so. It's one of the reasons why I dislike WG Belarus so much, it seems that they go out of their way to alienate the players in a way a lot of the branch offices are generally too competent to do.




1 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users