Support Staff

Why does support always offer clear your cache and cookies for a problem your experiencing inside the game. Why can't they just tell you that they will pass the problem along and leave it at that.

It's very flustrating when this is the standard response to every problem.

 

They do both and in both instances it's usually useless, through no real fault of their own. If you report a bug in detail, even giving a way to actually fix it, they will say they have passed it along, and months later it is still not fixed and ends up being frustrating as well.

Sometimes it's worth posting your issue in the forums and seeing if a user has a fix.

 

Mainly because this is a browser-based game and the problems in-game can be traced back to the browser itself.

 

Many businesses run cut and paste answers due to legal liabilities...blame laws and suing.

 

CRAZYCATLADY1, you quoted something I don't see written.

 

Not everything is the fault of the browser. This game has bugs and other issues that is not a matter of changing browsers or clearing caches.
I can remember when the game has had horrible system-wide lag or disconnect issues... you get the same cookie-cutter answers from (lack of) support. It's aggravating.

 

I didn't quote anything, not sure what your talking about.

 

There are a few thousand users of Darkorbit. Staff is limited to a less than a half a dozen who actually answer the emails.

Copy and paste answers are extremely common in most companies who rely on text based support such as Emails, Chats and Forums. If you notice, some companies with Chat room support have representative who talk like mindless beetles using copy and paste answers. Sometimes you are wondering if they are even humans because they would just take one or two words of your question and use those words to base an answer instead of looking at the full context of the question.

You will say something like this:

My Cellphone payments are too high and I wish to find a plan with similar benefits but at a lower monthly cost. Can you help me?

and the response will be:

Hi, I am sorry you are having these issues. And I would love to help you solve this problem. You are having trouble paying your bill? Have you explored our data plans?

These companies go through so many emails and chats and have a limited staff and do not pay attention to some of the words we say. But sometimes they do but they have to respond so quick because alot of other users are trying to get a chance to talk as well.

Darkorbit just needs a bigger development staff that actually communicates and reacts with their players.

 

My one support ticket which had two problems was answered promptly that is w/ in a week and was not a cut and paste an answer.

 

The thing is this, usually, the problem is on the users side of things. Sometimes its a slow processor, low FPS, memory full, Things of that nature, so naturally the first response will be that. The next will be to make sure your java, flash player etc is up to date. The third one which I received was try a different browser such as comodo dragon or comodo dragon ice. When many people complain about the same issue, usually the root is the same for most. And the more that people play, the laggier it gets on a server.