Customer Support is Run by Robots

Welcome to the club, but they are overwhelmed with complaints and that just makes it worse given how pathetic they were in the first place. I sense players are now leaving and there is a decline in new members, which is why Nexon won't invest resources in professional customer care. Just keep banging away.

Nexon! Hire additional qualified personnel that can help fix the game glitches. Your current CS team is obviously overwhelmed and can't help fix any of the major technical glitches embedded in your software and your servers.

Their CS has never been the greatest.....but between losing stars in war due to the connection issue on their servers, mysteriously vanishing medals, and continued other problems like alliances not getting new members, multiplayer crashes, disappearing tactics, etc....it seems most core functionality of their game is currently broken. This has to be completely overwhelming their CS teams to the point where they have no choice but to respond like this.

All of the major issues (Network Connection, medals, crashes) are currently being investigated by the dev team. CS is able to work through the initial basic troubleshooting steps, however sometimes the issues lie deeper and there are no known workarounds for them at the time. This is when Support will pass on any information they can to the dev team so that they can add it to their investigations.

I've already spoken about Alliances and the new Battle Refactor update to address some concerns that I've seen pop up. As issues are fixed, we will mention them in our update notes, or if it's a fix we just have to push to the server (and bypass Apple/Google submissions) I'll do a separate post.

Seraphine, with all due respect and this is not against you - we are happy having you still - but the cs quality dropped significantly and it feels that the game has lost all his professional staff and is currently being run by apprentices and students. Global age is out for 2 months and these freaking issues are present all days and getting worse.

Those cs robots are more then ever before just copy pasting their replys not helping and more hesitant then ever to compensate with crowns at least. It s getting unbearable and unacceptable. I reclaimed recent investments via iTunes reporting fraud and suspicious business behaviour. P

I don't know where this will end but it's a fact more players than ever before are getting upset and are frustrated. Nobody of nexons retard crew cares that our real money investment are wasted and lost through uncountable crash losses.

I would really appreciate if there are visible actions for time being until they can tell more than "the Dev team is currently working on the issue"
So so freeze medals, reward server wide crowns, do incentives, free blessings or else, invent something!!! Considering that nothing of this crap has got any cost to Nexon. It s just number on a database! Just numbers on a database! I can't here this lie anymore that it is "impossible" to restore medals, resources, tactics, blessings or what have you. It s just numbers! Each IT student could go on a oracle database and fix it. So don't fool use, get back to honesty and quality.

I mirror your comments GoldDS and your views. This game has the best of so much .... That it is sad to see it beginning to self destruct. Not due to the glitches, the bugs, the gremlins...not even the cheaters so much...all games have that element in it, but the thing that really is making players leave in frustration, is the blatant disregard to manage their problems. Why is there no upfront announcement on real issues like we are having now? Why are they still using auto bots to handle issues? Just tell us wtf is going on and what you are planning or doing to fix it. Invent something?Just be honest and treat us as customers. Pretend we bought a bottle of wine and the bottle is half full and still sealed and you are the retailer...same difference . Treat us with some respect and address your lack of communications with in your organisation. FFS!

Is CS full of engineers? Because that would explain their rigid, standardised, lifeless, by-the-book replies. Though they seem to be improving lately from my experience.

I can safely say that if Seraphine wasn't here, we'd have a riot.

Seraphine said:

All of the major issues (Network Connection, medals, crashes) are currently being investigated by the dev team. CS is able to work through the initial basic troubleshooting steps, however sometimes the issues lie deeper and there are no known workarounds for them at the time. This is when Support will pass on any information they can to the dev team so that they can add it to their investigations.

Click to expand...

​Well at least now we know who to direct our ire to with regards to gameplay issues. CS could definitely work on basic communication skills, though, considering that they, y'know, communicate directly with already-paying or potential-paying customers.

Cant agree more...they just copy and paste the model answer without showing any concern AND they refused to give any compensation (i.e. crowns) for the bugs we players experience so what im suggesting is stop paying a single dime for this game...does not worth it anymore as it used to be!

Have to say I am getting fed up with them telling me I can't believe my own eyes. Just before the big server crash I fived a base and got no diamond. Odd so I reported to CS and the response was that I had used the diamond on a blessing, like that was the only base I attacked and didn't get any more diamonds. I may well have used diamonds on blessing that day but not that particular diamond which never arrived.

I provided the screen shot showing no diamond and was of course told I cannot believe my own eyes because the diamond is there, though apparently a gem of such rare clarity that I can't see it.

Bear in mind that when CS says the Dev team is working on the issue or that info is provided to the dev team, that is the only information they have. The Dev team does not inform the CS team of every detail. To be fair, sometimes I don't know all of the details. This can contribute to "robotic" responses since this is all of the info that CS has. Once CS (or I) see something starting to bubble up within the community, we immediately notify the dev team of those issues. Again, it takes time to find, fix, submit new builds to their respective app stores, and push out fixes. Especially major ones. We are constantly striving to have the latest information on issues and any known workarounds to share with you when at all possible.

Flannel. Robotic messages alone are not a problem for players as a first instance response. The problem arises when the follow up proves shallow, indifferent, and often insulting. The entire response system no longer meets the demands of the present game or for the players. The players are paying out larger amounts of money on crowns or spending more hours trying to play an exceedingly slow game that is getting slower. But the glitches and crashes are blamed on the players, which no longer holds credibility. The 100 crowns rebates are worth less than a £1 in value and practically useless. Worse, these rebates are not paid with good grace by Nexon. The responses by Nexon are now universally treated as a joke and subject to ridicule. You really need to take on board that the players are no longer prepared to accept this present situation.

Well said! Additionally, when we have 8-10 members send notes to CS about the same exact issue, and we receive 5 different answers, none of which answer the original question (ex. My medals are vanishing? Ans. Force-restart and check ur internet.. Huh?!)..... Incredibly frustrating from our end..

I have not been receiving the 100 crowns compensation for the recent troop lost issues after game crashes and it feels like i have to beg for it!! They even refuse to give out the compensation after i desperately ask for it and keep blaming me back! Jesus Christ!

I'm getting very irritated with this game. I spend money but apparently my money goes to light fixtures or whatever aesthetics the developers want besides stable or upgraded servers. I'm not sure staying on this game is even worth the headaches any more. 30 medals disappear "no connectivity" even though connection is verified and works on used device excluding Dominations and connection is perfect on every other device/game. I'm using the same device right now to write this message that when I attempt to log on Dominations, I get a orange spinning working symbol then "connectivity issue". Who will fix this? Who can I direct my frustrations towards besides robots with generic answers?