Absence of any In-Game Support

[Rebloom]

I am really really fed up of seeing the following message

"Apparently, you were trying to respond to a ticket that had been closed and deemed resolved"

I have sent 7 tickets to support over the past 19 days and every time they respond with someone will get back to you shortly and then the usual we are dealing with the issue and looking into it. can you supply details and printscreens and after doing this I get messages saying we will get back to you I then wait a day or 2 and again after silence I send a message and get
"Apparently, you were trying to respond to a ticket that had been closed and deemed resolved"

So Apparently in my humble opinion BB no longer care about us or someone is just having a laugh.

This needs to be resolved and there needs to be some sort of game support that actually looks into problems when reported.

[BB_Saqui]

I am really really fed up of seeing the following message

"Apparently, you were trying to respond to a ticket that had been closed and deemed resolved"

I have sent 7 tickets to support over the past 19 days and every time they respond with someone will get back to you shortly and then the usual we are dealing with the issue and looking into it. can you supply details and printscreens and after doing this I get messages saying we will get back to you I then wait a day or 2 and again after silence I send a message and get
"Apparently, you were trying to respond to a ticket that had been closed and deemed resolved"

So Apparently in my humble opinion BB no longer care about us or someone is just having a laugh.

This needs to be resolved and there needs to be some sort of game support that actually looks into problems when reported.

Please PM me your ticket numbers, so I can look into this for you.

[Rebloom]

Please PM me your ticket numbers, so I can look into this for you.
Sent a PM ty

[Rebloom]

Well I finally got some "Action" It only took four weeks for support to tell me they couldn't do anything . They did however send me the resources to build one of the buildings again, Not very impressed at level 74 these resources were never the issue. They also sent 200 gems which is something but it took 4 weeks and I also got the following advice

"thank you for your patience and I apologize for any inconvenience caused by our delayed reply.
Please try picking a different spot for your Academy to avoid this issue in the future, preferably in a different sector on your island.
I apologize for any inconvenience this has caused."

So obviously there is an issue with the sector But as I have run out of space I must either knock some buildings to make room or do without the Academy or Armoury

Ohhh also forgot i did send couple pm to Saqui but no reply to them as yet

[BB_Saqui]

Well I finally got some "Action" It only took four weeks for support to tell me they couldn't do anything . They did however send me the resources to build one of the buildings again, Not very impressed at level 74 these resources were never the issue. They also sent 200 gems which is something but it took 4 weeks and I also got the following advice

"thank you for your patience and I apologize for any inconvenience caused by our delayed reply.
Please try picking a different spot for your Academy to avoid this issue in the future, preferably in a different sector on your island.
I apologize for any inconvenience this has caused."

So obviously there is an issue with the sector But as I have run out of space I must either knock some buildings to make room or do without the Academy or Armoury

We're looking into the initial issue that caused the bug in the first place - if anyone has any other instances of this happening to them, we'd appreciate any information to aid our investigation.


Ohhh also forgot i did send couple pm to Saqui but no reply to them as yet

I escalated your ticket for you.

[hades8840]

We're looking into the initial issue that caused the bug in the first place - if anyone has any other instances of this happening to them, we'd appreciate any information to aid our investigation.



I escalated your ticket for you.

But thats the problem tickets ae not being answered or are being closed and its taking a BB from here to deal with it as i had the same issue ....never used to be like this support used to be good on this game its got terrible over the last 6 months or so

[Thejollyone]

....never used to be like this support used to be good on this game its got terrible over the last 6 months or so

+1 no apparent real interest from support anymore in assisting the players

[Mannerheim]

I've been receiving decent support for few past tickets as in I've received replies and updates to tickets but as usual the support cant do nearly anything but just reply the same we are sorry and devs are working on it and hope for the best.

I can clearly see from comparing different forums and replies to other members and guildies that there is clearly lack of communication between BB teams between regions and then support teams. While Germans have most issues flagged with a issue number on their forums, here the support can still tell to clear cache or say they will forward it even tho the problem, eta, required actions or even a resolution have been known for days.

Even the dev diaries can mismatch due other regions not receiving updates or something else happening. For example currently at the German forums the Gingerbread storage size has been corrected to 2x2 like a month ago while on our dev diary it's still 3x3. This is not even a small error as it can lead in to some people not buying em as they may assume its the same huge size as barracks or a scouting post.

You can find A LOT of useful info that is not available anywhere else by going to the German forums and clicking a BB member name and then find all posts.

[lordloocan]

But thats the problem tickets ae not being answered or are being closed and its taking a BB from here to deal with it as i had the same issue ....never used to be like this support used to be good on this game its got terrible over the last 6 months or so

+1.totally agree, tickets are auto closed, forget the 48hrs, once a ticket is 48hrs old it dies even if the player has added to the mail thread. Many have given up sending to support for that reason.

[Thejollyone]

I've been receiving decent support for few past tickets as in I've received replies and updates to tickets but as usual the support cant do nearly anything but just reply the same we are sorry and devs are working on it and hope for the best.

I can clearly see from comparing different forums and replies to other members and guildies that there is clearly lack of communication between BB teams between regions and then support teams. While Germans have most issues flagged with a issue number on their forums, here the support can still tell to clear cache or say they will forward it even tho the problem, eta, required actions or even a resolution have been known for days.

Even the dev diaries can mismatch due other regions not receiving updates or something else happening. For example currently at the German forums the Gingerbread storage size has been corrected to 2x2 like a month ago while on our dev diary it's still 3x3. This is not even a small error as it can lead in to some people not buying em as they may assume its the same huge size as barracks or a scouting post.

You can find A LOT of useful info that is not available anywhere else by going to the German forums and clicking a BB member name and then find all posts.

whilst this is of course very helpful, it does not address the underlying issue.

I am still upset over the lack of response/resolution I received from support on the MCC dynamite issue; and I have subsequently seen others have
had the same problem.

Its all good a well-meaning player gives a workaround (and ty for that), but ultimately BB support have failed their players on this and many other matters.

It is this lack of support that enrages players to the point that they consider leaving the game.

[topgearfan]

Subtle hint in his post is that we will forever be second rate customers in this game. Besides what he mentioned germans have better bonuses on gem sales better compenstation for mistakes more competitions celebrations of important days etc.
If I was fluent in german id have changed to german server a long time ago.
Dont be too sad though there is a third rate customer bracket. The unofficial test server of the live servers - currently french server. There everything can be messed up in live game and noone blinks an eye. Like last halloween the event resources were converted to coins before the event ended. BB didnt restore what was lost they just used some formula and sent a pile of pumpkins to people. Some got more some got less. Nothing to do but deal with it.

[royavatar]

hi, yes this is an issue, all they are tryin to do is , get there "figures" correct, so, they do not fail, it is all wrong , the support , should be support, and not have a automated system that close down reports automatically, ,just to get them to reach the targets set, so they do not fail,
all it is doing is creating world wide dis respect for the support. the support for issues, now, does not exits, the automated email system close down reports , to give them a """ good """ report that they are doing a good job, but , the reverse apply. customer service, does not exist , at all for this game.

[Rebloom]

We're looking into the initial issue that caused the bug in the first place - if anyone has any other instances of this happening to them, we'd appreciate any information to aid our investigation.



I escalated your ticket for you.

Hi Saqui. Thank you but without receiving a reply to the PM I had no way of knowing you had tried to help. And even after that the compo I received after 4 weeks of no buildings was to be told to build them elsewhere (Im out of space) and the resources to rebuild them was never an issue as I have ample supply of granite coin etc. Had support sent obsidian ore or something that I struggle to get then I would have said fair enough or if they ad bothered within 1 week of sending the tickets to tell me that they couldnt replace them I could have started rebuilding back then The fact that its been almost 5 weeks going on has left me baffled annoyed frustrated and seriously considered quitting when I was so annoyed. Maybe it really is time to find a new Game

[lordloocan]

Before BB decide to turn nasty on this thread just a reminder from ''the rules'

Exchange with Support / Mod / Admin is private
Any discussion or exchange with a Support agent, moderator or admin is considered private. It is forbidden to copy/paste your exchange on the forum or on the chat.
Complaints about support should also always be discussed within the according support ticket.

[Rebloom]

Before BB decide to turn nasty on this thread just a reminder from ''the rules'

Exchange with Support / Mod / Admin is private
Any discussion or exchange with a Support agent, moderator or admin is considered private. It is forbidden to copy/paste your exchange on the forum or on the chat.
Complaints about support should also always be discussed within the according support ticket.

Yeah Ive decided not to rebuild the armory or academy as they will surely disappear again and as I dont have any other spot to build them its not practical for me to move other buildings so Its bye bye to PVP and probably soon to this game. Its getting to be really annoying when stuff happens and we cant get answers.. other than

"try building somewhere else in case it does happen again.."

[BB_Saqui]

Yeah Ive decided not to rebuild the armory or academy as they will surely disappear again and as I dont have any other spot to build them its not practical for me to move other buildings so Its bye bye to PVP and probably soon to this game. Its getting to be really annoying when stuff happens and we cant get answers.. other than

"try building somewhere else in case it does happen again.."

The issue is still currently under investigation. Until it's resolved, the advice you have been given is to build it somewhere else if possible. While it's unlikely that it will happen again, it's not impossible - that's why you were given said advice.

I feel as if this thread has run its course. If anyone has any more information to aid our investigation, please post it in the Bugs subforum. Otherwise, any further complaints or criticism of any interaction with our Support Team should be handled via the ticket system itself, where it will be independently investigated.