Five Tribes Five Tribes

Forums

Search
Forums » Memoir '44 Online - English » Customer Service
Show: Today's Posts 
  
AuthorTopic
Xactoblade
Junior Member
Cadet

Posts: 3
Registered:
October 2011
Customer Service Tue, 15 November 2011 02:31
Crying or Very Sad

Ticket#2011102910000012

I started a ticket on 10/31 of an issue I am having with crashes and was informed that I would hear back in a couple of days. It has now been over 14 days and there still is no email letting me know that they are working on it. I have sent over 5 emails requesting the status on my issue and again - not even a response.

Days of Wonder really needs to do something with their lack of customer service. It is things like this that makes me think twice on recommending or purchasing any of their products.

      
Phread
Senior Member
Stiff Upper Lip

User Pages
Posts: 1778
Registered:
December 2008
Re:Customer Service Tue, 15 November 2011 04:31
I am saddened to read of your experience with DoW.

I have found them to be courteous and prompt in their response to any issue I have reported.
      
hdescavernes
Senior Member
Michael Wittmann

User Pages
Posts: 733
Registered:
October 2003
Re:Customer Service Tue, 15 November 2011 04:36
Same here. Sorry about your situation Sad
      
clorofila
Senior Member
Advanced Historian

User Pages
Posts: 462
Registered:
April 2011
Re:Customer Service Tue, 15 November 2011 11:52
I'd bet that with the late Steam approach, DoW's Customer Service is swarmed with questions and issues of all kind. Please be patient, Xactoblade. Good luck!
      
rasmussen81
DoW Content Provider
Designer's Oath

User Pages
Posts: 7127
Registered:
July 2007
Re:Customer Service Tue, 15 November 2011 15:10
clorofila wrote on Tue, 15 November 2011 14:52

I'd bet that with the late Steam approach, DoW's Customer Service is swarmed with questions and issues of all kind. Please be patient, Xactoblade. Good luck!


DoW usually has very good customer service!! Sorry to hear that your experience hasn't been good so far but don't give up on them. Smile

I assure you that they are not ignoring you on purpose! Cool
      
Yann
-= Crew =-
KS Backer - Skeleton

User Pages
Posts: 2354
Registered:
October 2002
Re:Customer Service Wed, 16 November 2011 10:43
Xactoblade wrote on Tue, 15 November 2011 02:31

Crying or Very Sad

Ticket#2011102910000012

I started a ticket on 10/31 of an issue I am having with crashes and was informed that I would hear back in a couple of days. It has now been over 14 days and there still is no email letting me know that they are working on it. I have sent over 5 emails requesting the status on my issue and again - not even a response.

Days of Wonder really needs to do something with their lack of customer service. It is things like this that makes me think twice on recommending or purchasing any of their products.



Sorry to hear about your frustration with our lack of responsiveness.

As other people noted above, we are usually pretty quick in replying to requests. Unfortunately, the sudden arrival of entire armies of Steam users generated many queries. In addition to this, crash reports like yours require what we call "level 3 escalation". (level 1 queries are things like "I forgot my password", and level 2 like "I have not received my order, could you please trace it"). Level 3 queries are directed to the developers, who have to investigate your report, try to reproduce the problem, etc. This can be quite long, especially if they are busy on something else, like working on some new code. Keep in mind that we are really a very small company.

So be patient, and don't worry, we answer ALL queries. No need to request status about an issue, we never lost anything. We are working hard to prioritize and reduce the pile of messages.

Thanks for your understanding,

Yann
      
Yann
-= Crew =-
KS Backer - Skeleton

User Pages
Posts: 2354
Registered:
October 2002
Re:Customer Service Wed, 16 November 2011 14:00
By the way, it appears that one of our M44 engineer started investigating your problem 2 days ago. So you should hear from us shortly.

Yann
      
    
Previous Topic:Major Coupon
Next Topic:connection problems 2011-11-16
Goto Forum: