Version 2.0! And, a note on customer support
redtrunk
Administrator, Moderators 150 Posts
Hello everyone!
I am back from my brief departure from the forums, and I have some very exciting news. Version 2.0 of TSB16 is now live! There are some awesome features in this update, including the brand new Home Run Battles mode. I think you're all gonna love it. Go check it out now!
The second thing I want to write you all about is customer support and my role in that process. I know that many of you have been frustrated by your experience with customer support and have come to me for help. I have been happy to help, but the issue here is that I am not a part of the customer care team. The upshot of all of this is that my injection into this process has disturbed the way the customer support system is supposed to operate. Case in point: during the week I was gone, I was sent 600 PMs (!!) even after saying that I would be unable to respond. I am one person and I cannot handle that kind of load. Basically, my point is this - I am no longer going to be able to help with big issues. You will have to go to CS for those things. As always, if you have questions or concerns, I'm here. And, if you have small issues and/or bug reports I still definitely want to see those.
tl;dr: Go check out the new update, it's lot's of fun! Also, PLEASE contact customer care if you're having an issue before you contact me.
I am back from my brief departure from the forums, and I have some very exciting news. Version 2.0 of TSB16 is now live! There are some awesome features in this update, including the brand new Home Run Battles mode. I think you're all gonna love it. Go check it out now!
The second thing I want to write you all about is customer support and my role in that process. I know that many of you have been frustrated by your experience with customer support and have come to me for help. I have been happy to help, but the issue here is that I am not a part of the customer care team. The upshot of all of this is that my injection into this process has disturbed the way the customer support system is supposed to operate. Case in point: during the week I was gone, I was sent 600 PMs (!!) even after saying that I would be unable to respond. I am one person and I cannot handle that kind of load. Basically, my point is this - I am no longer going to be able to help with big issues. You will have to go to CS for those things. As always, if you have questions or concerns, I'm here. And, if you have small issues and/or bug reports I still definitely want to see those.
tl;dr: Go check out the new update, it's lot's of fun! Also, PLEASE contact customer care if you're having an issue before you contact me.
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Comments
As of version 2.0, we are not planning on updating rosters. I can't speak to any future releases, but for now rosters are going to stay as they are.
Customer care is non existent, so of course people will reach out to anyone that be of help. I've placed 20 tickets over various games and never even got a reply until after I paid for gold on this game. Now, I get a couple of responses, but still no service before the conversation disappears. Maybe if your group put an actual customer care group in place, you wouldn't be bothered so much. If you pay attention at all to this forum, you have to know that these incidents are not isolated
But glu is providing a game that people pay REAL money for. It's kind of a cop out to hear that it's unsupportable and contact CS. How is it feasible that there is no effective support when the game itself is broken.
And not a little bit of money either, the gold buys are expensive, and people DO buy them.
Glu shouldn't be having their cake and eating it too.
It sounds to me like Glu needs to re-staff their current CS team if one redtrunk is able to handle customer support than the entire CS team.
And that clearly is the case because as soon as redtrunk disappeared support went to ****.
Redtrunk no longer responding to CS issues basically makes the situation indefinite now.
If Glu expects people to continue spending money on this game they need to offer a better support for paying subscribers.
I understand if it takes a while to get back to all of the free accounts; but paying members should ACTUALLY be prioritized instead of just saying that they are when a ticket is opened and then treating it like the rest.
I contacted customer support the day you left for vacation and have still yet to hear back from them. Whats up with that? Not to mention the game wont even load up today at all. Plus no more 5* picks in #1 picks. Whats up with that? Would like to see a little more reward in this game than greed from Glu.