[SC] forum mods and support team

hello whats the point of having a support team if they continue to never respond and whats the point of having a forum if every post is followed with a send ticket to support?
i am confused as to why there is either for this company. could someone please enlighten me on what i have to do to get a response please. Every response form support never answers the question that was asked it is always one sided and i don't know or understand how anything can ever get done with these topic. is there a way to get real responses from any were anybody besides the people telling me to waste time for a support ticket? thanks in advance...

 

Well support gets to be confusing as I have had issues with them as well. The good thing is there is a team as a lot of people have gotten help from them. The bad thing is they are limited by the knowledge they have in computers and the game.

Now the mods have a hard roll. Fist they have to check to be sure that people are not getting out of hand on the forums, much like the chat moderators. Without them, the forums would be full of nothing but harrasement. Also, they help keep down the spam that hits daily. They do try to help with a number of issues but are limited in what they are allowed to do. Some have more rights than others and will check into problems a little deeper.

 

PSKSUNDANC i understand your point on how things are handled and by whom but i would actually like to see quite a few things rustled around to were not only does the support staff or forum mods do they're jobs correctly but that the customer/players is also happy with the response. it wont need but 1 top person for big point or dark orbit to change how things are handled and even have a small team to double check the support or forum mods to make sure that the people putting money to dark orbit and big point or are free players are satisfied

 

I am the same. While knowing how things are supposed to work, I am not sure I will ever be satisfied in how support works but the way the mods are handling things in the past 6 months has been notably better. There are a number of things they used to do that I was frustrated with, and after one conversation with support, you would almost think they got a change of procedure just 10 minutes later. The big thing you have to remember is that the mods are not getting paid to moderate, and as such, I feel the help they provide is an added bonus, one that I appreciate. Some of the long time mods used to help a lot and then got tired, but now are re-energized.

I am hoping the support staff gets energized as well. I have mentioned before that I would like to know how to become part of the support staff. I am sure there are others that feel the same way. I just want to know how I can help others get the experience that want and/or deserve.

 

Hi^^

If you're interested in helping, honestly the best thing I can recommend is applying to the mod team. There are some things that if we can handle it through chat/forums, then we can relieve some of the pressure on support so they can do the things we cannot (& vice versa). A lot of this depends on us all working together as much as we can.

There are somethings we just can't handle here - some of it due to security, sensitivity, and sometimes just because there needs to be a more definitive record to work with. In situations where users post here and write support, we need to let support take it from there. We don't always know or find out that someone has written support, so that isn't always perfect, but we do our best.

I know support doesn't often get too much of a positive light around here, but they're people too and have rules to follow just as we all do. Somethings may be better than others, but it isn't for lack of trying

On that note, I will leave this open for now.. However, I would appreciate if we could please keep this from turning into a flame fest (at which point this will be promptly closed).

Regards,

 

there is no need to call this post a flame fest. there is nothing of that sort here Solid Eye.
flaming
An online argument that becomes nasty or derisive, where insulting a party to the discussion takes precedence over the objective merits of one side or another. this is the definition please pass this around to all mods and support to see

i posted this to see what others feel about this situation, and i totally agree with all comments. And i hope to read more and that the upstairs people in forums and admin can see as well. thank you

 

Well I don't' think he called it a flame fest. I think he was giving a pre-warning in case it goes that way, there would be no surprises.

 

I've had no problems with support though my problems have been small compared to others. As for the Mods here on the forums they have noticeably gotten much better as been said before and i just wanted to second that.

 

I guess it is of different servers. Is only thing i can think of. Because i dont have any probs on any other server i play. Only east three