How to we give feedback about customer support?

[Sarutoba]

How do we provide feedback about DE customer support?  

 

I am very disappointed in the support (or lack thereof) that I have received on the last couple of tickets.  All I get are excuses about why I can't be helped.  For example, I watched the ENTIRE TennoConn to ensure that I would receive the Ephemera and free Warframe.  My twitch account was recently hacked and I went to the Warframe website during Tennocon to ensure that my accounts were still linked.  The website was not functioning (no one could login, and I had several other clan-mates try) so I was not able to fix the link.  The site was restored just following TennoConn and I immediately fixed the link.  Yet this is the response I received ....

Quote

We understand your frustration regarding this issue. Unfortunately, as it's already been stated, support agents are not able to retroactively add Twitch rewards after the drops promotion has ended. I'm sorry but there isn't anything additional we can do at our end other than provide you with those troubleshooting steps.

As it's already been mentioned, we are actively working at minimizing issues for this extremely complex promotion; but this will take quite a bit of time. We hope that future promotions will go more smoothly for you.

Thanks for your support and for your patience, we appreciate it.

That is hardly helpful considering the problem was with DE.  I don't appreciate this and it makes me think twice about supporting the game.  

[DeMonkey]

40 minutes ago, Sarutoba said:

That is hardly helpful considering the problem was with DE. 

You just outlined very clearly that the problem was with your twitch being hacked and your inability to login and fix the link in a timely manner. How is that on DE?

As for where to give feedback, I suggest the feedback subforum.

Edited July 19, 2019 by DeMonkey

[sleepychewbacca]

7 minutes ago, Sarutoba said:

I don't appreciate this and it makes me think twice about supporting the game.  

Feel free to leave. Forcing yourself to stay will only build more resentment that will not be good for your mental health.

Feedback wise, like DeMonkey said, goes here I guess: https://forums.warframe.com/forum/1219-feedback/. Additionally, you can also use the Community Inbox and send a message here - https://forums.warframe.com/messenger/compose/?to=1167596 

However, to temper expectations, I do think you're outta luck on the Ephemera and Nekros Prime. Maybe next time. 

[Dhrekr]

34 minutes ago, Sarutoba said:

How do we provide feedback about DE customer support?  

We moan on the forums as you are doing now.

But we think a little bit and put our moaning in the Feedback subforums and not in the General Discussion subforums.

 

Anyway, this doesn't even sound like a Customer Support complain. It seems that this was ultimately a dev decision, and criticizing CS is just shooting on the messenger.

[Yamazuki]

Them being unable to solve your issue doesn't mean they did a poor job. Customer Support agents generally have very limited things they can do.

This is before taking into account it wasn't their fault your account was compromised, and that you waited until the last possible moment to re-link your account. It should have been done the moment you recovered it.

[KIREEK]

A twith account issue cannot be prevented or solved by support

As they stated, they are also unable to properly give the nekros prime and ephemera after the promotion ended, mainly because they lack the tools to check and give such thing, if they lack the tools, they can't act.

They understand your fustration, but nekros prime is obtainable and the ephemera will return soon, so it's not like you're missing much.

Edited July 19, 2019 by KIREEK

[toafarmer]

What customer support?

[IntheCoconut]

Sorry about your situation. I've been there with Twitch. Mine was hacked and it took over a month to get it back. That said, it isn't DE's fault that your Twitch account was hacked. They were telling people a month in advance to get their accounts linked and to be ready for the stream. If you were unable to do that because your account was hacked, again, that isn't DE's fault. It sucks but sometimes crap happens.

[Sarutoba]

It seems that the part being missed by pretty much every respondent is that the problem was not with Twitch (although that might be where it started).  The problem was that Warframe.com WAS DOWN DURING TENNOCOM so there was no way to fix the link.  That is not something that Twitch or I can control.  The failure of DE to recognize this and address those of us that were helpless to do anything about it is disappointing.

[sleepychewbacca]

4 minutes ago, Sarutoba said:

It seems that the part being missed by pretty much every respondent is that the problem was not with Twitch (although that might be where it started).  The problem was that Warframe.com WAS DOWN DURING TENNOCOM so there was no way to fix the link.  That is not something that Twitch or I can control.  The failure of DE to recognize this and address those of us that were helpless to do anything about it is disappointing.

I expect you're going to be continuously disappointed, but good luck trying. 

Part of me does wonder, what was the difference between you not getting drops, and me getting both drops. 

[Sarutoba]

3 minutes ago, sleepychewbacca said:

Part of me does wonder, what was the difference between you not getting drops, and me getting both drops. 

The fact that I couldn't fix the link on my account until after DE got their website back up, which was immediately after TennoCon ended.

 

It makes you wonder what the point was of Rebecca saying to make sure your accounts are linked at the start of TennoCon.  😕

Edited July 19, 2019 by Sarutoba