We’ve heard your concerns about our Customer Support, and in the last couple of months, we have been implementing changes in order to better meet your expectations and the service levels we want to provide.
We have recently revised our CS procedures and we are continuously working on them. We’ve also increased the number and frequency of ban waves, meanwhile, the amount of appeals coming from the community, decreased.
We want to reassure you that none of the bans are “random”. They target specific groups of people infringing the TOS. With the recent ban waves, we also came across the fact some players assumed they were being banned for the wrong reasons. If you’ve been banned and you don’t know why, reach out to the support team. They’ll tell you the reason for the ban.
A critique point we often receive is that we are not communicating exact reasons for a ban. The main reason behind this is that we do not want to share too many details that might expose our ways of identifying cheaters in the first place.
We are currently working together with the CS Team to improve this part of the communication. We hope to be able to better present the reason behind bans in the future.
We have become a lot more strict internally regarding permabans: they now need to be approved by more people, that will check the evidence provided that led to the decision to permaban in the first place. We will only apply a permanent ban if we are absolutely sure we are doing the right thing.
Another misconception that we noticed concerns duping bans. We want to make clear that duping on an alternate account will get you banned on your remaining accounts as well.
We can also assure you that all tickets you submit are reviewed by a human. We know that using Templates for the most common issues may seem impersonal but it’s the way we have to answer your requests timely. Each question is still answered individually, tho, and each case is individually looked into. And the time we take to answer your issues has come down significantly in the last year: 40% less than in 2020.
We are trying to gather as much information as possible. For example, from our databases, people from different teams, an overview of the account overall, and additional information which was sent in as a video or screenshot.
This means the more information you can provide, the better we can handle your ticket.This is essential to make sure that we are able to reproduce your problem. Screenshots and Videos of the problems are highly appreciated.
We continue to improve the service our Customer Support team provides with one primary focus: Understanding the player’s point of view and taking care of their satisfaction!