The Support Team (feedback)

  • Skritsarn
    Lord
    Insider

    In my experience the SoT support is very unpleasant to try to interact with. I can't remember ever feeling satisfied with their communication or ability to resolve any of the relatively minor issues i've had.

    I've played this game since launch, and naturally there have been a occasions here and there where i've contacted support for various reasons. Unfortunately, i've never been listened to and the response often feels irrelevant to the issue; it seems like they almost exclusively use a set of standardized msesages to copy/paste. Furthermore, the support team will close tickets seemingly at a whim and they'll mark it as solved/closed without first asking for your consent. Whenever this has happened to me i've usually just given up (one could probably be forgiven for thinking that is exactly what they want), with the exception of a few times where i've reached out once more only to have the same kind of response again.

    I've also just heard too many horror stories of people being wrongfully banned and losing thousands of hours of progression or having serious bugs with their account or character appearance and being treated pretty much as i've described above. While these kinds of stories are not unheard of for games like this, because it's inevitable to happen to some extent, i do know exactly what the support can be like and i can only imagine the trouble of having to go to them with something that would require a significant amount of communication.

    For me personally, i find it hard to recall any worse customer support experiences i've ever had in gaming. I've also never played another game where complaints are common enough that i sometimes worry about being randomly perma-banned and losing all my progress forever.

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  • ZiG ZaG LTU
    Commander
    Insider

    I always found them pleasant and from the replies they seemed to have spent some time trying to investigate whatever is reported and try to resolve it.

    Every time I did not receive a cosmetic the response was prompt, friendly and dealt in timely manner.

    The only negative thing I could say is that since I have purchased the game, on the old statistics and previously on the yearly review, my miles sailed appear as ''-m2'' (square) So to me it seems that something is wrong with the formula, perhaps it's not as easy as checking another profile where miles are working properly and saying ''oh, there is an exclamation mark where it's not supposed to be'' and wholaa its fixed.

    Last time I got a response, that sorry we have no idea what's wrong, check your browser cookies (I was on a work computer, it did not show on my home pc, mobile device etc) and the ticket is closed.
    I mean its not a biggie, my commendations and miles for factions appear to be working in order, but personally I would be curious to resolve this if I was a developer instead of having such errors in official content. But maybe that's just me.
    So I stopped reporting it as I don't think anyone is paid to look into it and they have other things to worry about.

    So overall I have to say that I am satisfied, but there are certainly things that could be improved...just like any workplace probably.

  • abjectarity
    Commander
    Insider

    Since season 8 my experience with them has felt pretty impersonal, cookie cutter, almost auto response. Before season 8 my interactions with them were great, like really great. So I’m going to assume they are just drowning in all the reports of cheaters/hackers/bugs.

    Hopefully they make it through this and back to being awesome. Because they’ve actually been so very helpful in the past.

  • HiradC
    Lord
    Insider

    Think it depends on type of ticket. If its a bug affecting everyone they do close ticket with generic response, if it's a personalised issue I think they do respond directly

  • RealStyli
    Vanguard
    Insider

    They've always been pretty professional with any of my reports, that's all I can say. There are times when they may be overwhelmed with tickets (such as possibly now with cheat reports), where a bespoke response just isn't efficient - unless it gets escalated.

    There seems to be this trend I've noticed where folk are always looking for the negatives in a response. It seems, unless you end with a smiley face or "lol", that people will assume the worst. Sometimes, it's just neutral.

    If you feel they've been rude though, they usually send a follow up email where you can rate the support you received and give feedback.

  • FaceYourDemon
    Vanguard
    Insider
    Founder

    I had around six or seven times where I used support and only once I got ignored.
    Rest of the time they were pleasant and tried to deliver a quick solution.

    My only critisism is that its hard to find where to submit a ticket, I understand that its probably because there are written answers to some issues, so they dont want to deal with obvious problems.. IdK

  • SweetSandMan
    Lord
    Insider

    Funny I feel the exact opposite. I've reported hackers, extreme exploiters, missing cosmetics, missing commendations, and other bugs. They've always been pretty prompt, informative, and pleasant with their responses.

    Only once was I disappointed. It was more to do with the outcome and not the promptness/politeness of the rep handling it, but that was more personal opinion on what the outcome should have been.

  • WolfManbush
    Champion

    The only times I've seen people wrongly banned is when people do a whole malicious setup where they make a fake name to look the same and do stuff and then report it or get others to report it. Once in a while that happens and people eventually get it figured out in support

    In this game if someone isn't cheating or being malicious/objectively toxic to players or to support there really isn't much to worry about with bans.

    I don't report people so I only know what I hear on that, people that go about it in a measured way tend to do fine with it

    as far as general support people just gotta go through their check list even if the one contacting support already includes it in the initial message, just one of those things that takes some patience but often times people get it worked out eventually

    In general with any support, typically the more chill someone is about the process the less unpleasant the process is as it gets worked out.

  • Magus104
    Captain
    Insider
    Founder

    @skritsarn I think there is an issue now of getting too many tickets where the majority of them are nonsense. I find they have resorted do being more dismissive and just doing copy pasted replies which just means bug reports don't get taken seriously etc. I have made some reports where they brush it off as me not knowing what I am talking about then months later finally seeing the issue either pop up in the known issues section or the bug fix section. I miss the earlier days when it felt like someone was actually reading the posts. Instead they seem to skim it support fast and pick the canned response they assume is applicable. The down side of games growing bigger I guess.

  • PersonalC0ffee
    Captain
    Insider
    Boatswain

    I've never personally had an issue with support. I haven't gotten very personal replies, more generic, business like but it has usually been prompt. Only time I've ever seen them just close a ticket on me, is from a bug or player report, once reported what else is there?

    My buddy however, he hasn't had the best luck when dealing with support. He has contacted support in the past for things account related and was not satisfied with the response.

    I do think support needs to be more aware of what is going on in the community and the game though. Sometimes when you contact them about something, they might have no idea what you're talking about and have to investigate.

  • Cpt DrKnight
    Captain
    Insider

    Sorry to hear.
    I've always had a great experience with SoT support. And that's saying something, as I've certainly had issues with the devs and community management.
    But Support has always been great and responsive, for me personally.
    I'm still waiting two years for Epic/Psyonix to correct missing Rocket League items which they keep saying they are working on it.

  • R3troRaccoon
    Marauder
    Insider

    @realstyli yeah that dont happen. Its pretty to think so but unless your a partnered streamer, you are not getting anything other then canned response followed by a promptly closed ticket. i have many for proof.

  • WolfManbush
    Champion

    @r3troraccoon said in The Support Team (feedback):

    yeah that dont happen. Its pretty to think so but unless your a partnered streamer, you are not getting anything other then canned response followed by a promptly closed ticket. i have many for proof.

    I've seen quite a few people express satisfaction with their experience that don't have much or any pull as far as I know

    There may be a case here or there between partner and support that wouldn't look good for them when being examined but in general both parties have incentives to be on the up and up with that. Neither side benefits if something were to get exposed in something like that.

    What a partner benefits from is that they have evidence of most of their gameplay at all times and they have social resources through their supporters that clip things for them and such. It's just easier for them to get what they need for a report to see enforcement on someone if they broke the rules or for other support relevant things

  • HiradC
    Lord
    Insider

    Saying that my last ticket they gave generic response about wrong twitch sails when it wasn't what I reported 🤣

  • Ixxxoloff
    Captain
    Insider

    @skritsarn No support service I have spoken to is as fast and efficient as the SoT support service. I get almost every response to my ticket within 10 minutes of submitting the problem. I have sent about 40 tickets and every one of my requests has been answered satisfactorily. Except for one where a moderator simply closed my forum thread and deleted my post because he didn't want the cheating problem to be discussed on the forum. As for the rest, I don't have any complaints.
    P.S. Try talking to Steam support and you'll change your mind about other support services.

  • Jolly Ol Yep
    Marauder
    Insider

    They are reactive but with the last 2 players I reported for cheating and toxicity (racist slurs), it ended up with "Please note that, as this will be investigated internally, we are unable to disclose the eventual outcome of the report."

    So.......

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