The support system needs major work. Based on my previous negative experience with this support system, there needs to be some major changes.
Before I start, I had made two tickets where I was unable to get the loader running most of the time, and the troubleshooting steps didn't help. They don't fix everything.
On both tickets, the moderators in question kept asking me to share windows info, uninstall this, uninstall that multiple times and ask that I do ridiculous suggestions that will not work, such as using a different vpn which will not work. I kept asking that the ticket be escalated to someone higher up like a developer but the moderators refused to listen to me and kept asking the same things. To me, it's obvious here that the current support staff have little to no experience in the tech support field.
Here is how support can be improved:
1. Start an application form where users who have actual experience in the computer support field can help. They must put their prior or current experience to get noticed, such as a job as a computer repair technician or the CompTIA Certifications, such as the A+. (https://www.comptia.org/certifications/a) If the person is accepted, they get a special role with access to the ticket system.
2. Implement an escalation system. If support is unable to solve the issue, they then escalate it to a developer.
3. Offer refunds if the cheat is unable to work overall on their computer, which is what I was offered and accepted back then. I thank the moderator who offered me the refund.
This concludes my suggestion. I ask that you reply to this thread nicely with your thoughts.
Before I start, I had made two tickets where I was unable to get the loader running most of the time, and the troubleshooting steps didn't help. They don't fix everything.
On both tickets, the moderators in question kept asking me to share windows info, uninstall this, uninstall that multiple times and ask that I do ridiculous suggestions that will not work, such as using a different vpn which will not work. I kept asking that the ticket be escalated to someone higher up like a developer but the moderators refused to listen to me and kept asking the same things. To me, it's obvious here that the current support staff have little to no experience in the tech support field.
Here is how support can be improved:
1. Start an application form where users who have actual experience in the computer support field can help. They must put their prior or current experience to get noticed, such as a job as a computer repair technician or the CompTIA Certifications, such as the A+. (https://www.comptia.org/certifications/a) If the person is accepted, they get a special role with access to the ticket system.
2. Implement an escalation system. If support is unable to solve the issue, they then escalate it to a developer.
3. Offer refunds if the cheat is unable to work overall on their computer, which is what I was offered and accepted back then. I thank the moderator who offered me the refund.
This concludes my suggestion. I ask that you reply to this thread nicely with your thoughts.