NEXON customer service changing for the worse?

anyone else notice the recent increase of automated replies from these apparently new GMs?

instead of being given the actual (usually helpful) replies that i used to wait a week or two for, i'm being given automated responses within a day that serve no other purpose than to blow off & ignore my situation.

Remember that they recently hired a bunch of new (temporary) "customer service" GMs for the summer. I'm sure they will make a lot of mistakes during their short time on the job. At least one of them even sent out a copy-and-paste template without removing all of the instructions on how to use it.

Remember that they recently hired a bunch of new (temporary) "customer service" GMs for the summer. I'm sure they will make a lot of mistakes during their short time on the job. At least one of them even sent out a copy-and-paste template without removing all of the instructions on how to use it.

When will you people get the fact that the new GMs don't start until the second week of June?

When will you people get the fact that the new GMs don't start until the second week of June?

No, they did hire a bunch from April to... July 17th, I believe.

I submitted a very serious and quite long request on a serious matter.

It looks like they don't care. Oh well.

At least they are being honest...

wont lemme submit tickets.
and did youn know they changed gameguard to hackshield cuz its cheaper? so figures...

I'm sorry but... you can't judge the entire customer service system based on simply YOUR ticket alone. So they gave you a templated response, but guess what, i bet they get 100 other tickets that say THE SAME DAMN THING, but worded differently. How do you know they don't care?

You think that just cuz you didn't get a "personalized" response, it gives u the right to say that their ENTIRE customer service department sucks, when according to a majority of people, tickets are being answered promptly instead of taking weeks now.

You know what, i bet in fact they end up solving more tickets and helping more people out than everyone makes them out to, it's just that no one takes the time to go out of their way to say anything when Nexon does something right. It's easy to jump on the bandwagon when someone says they do something wrong.

Please. This is getting old.

I'm sorry but... you can't judge the entire customer service system based on simply YOUR ticket alone. So they gave you a templated response, but guess what, i bet they get 100 other tickets that say THE SAME DAMN THING, but worded differently. How do you know they don't care?

You think that just cuz you didn't get a "personalized" response, it gives u the right to say that their ENTIRE customer service department sucks, when according to a majority of people, tickets are being answered promptly instead of taking weeks now.

You know what, i bet in fact they end up solving more tickets and helping more people out than everyone makes them out to, it's just that no one takes the time to go out of their way to say anything when Nexon does something right. It's easy to jump on the bandwagon when someone says they do something wrong.

Please. This is getting old.

Lol. Inb4Fanboy.

For the record, fast response =/= good service. I would be happy to wait longer for a response if I knew that I was getting treated like a valued customer. If I used businesses that treated people the way Nexon does, I would not shop there again. I'm used to dealing with businesses on a certain level and Nexon falls way way short of that level. In fact, its incredibly frustrating as someone who is of Adult years to be treated like they are a small child which is how I have found the customer service people to act.

I would be happy to wait longer for a response if I knew that I was getting treated like a valued customer.

That's such a lie and you know it!

Look at all the people who complain when they had to wait for weeks for a ticket response, then saying that "Their ticketing system should be faster, they have to hire more people, blah blah blah", yet when they improve their response times, they get more criticism saying "Why do i get templates? Nexon doesn't care about me." So what can they do? Individual responses = Slower time. Templated Responses + More Hirees = Faster time. To be fairly honest, it seems like no matter what they do, anything's gonna fall short to your level.

And i'm far from being a fanboy or a Nexon Nuthugger, i've had my share of criticisms. Yet i've been monitoring their progress closely and i can see they're at least trying.

Actually its not a lie in my case. I've never complained about how long it takes to get a response when I've actually gotten a real response. But good intentions don't amount to much if they still have issues they need resolving and ignore what people are saying.
Yes they are improving in some aspects, but in others they still need work.
E.g. Treating all customers like they are 13 year old kids is one area they really need to work on.

There's a balance between long response and actually giving useful information... if it means they read my ticket then I'd prefer the longer wait. I've had tickets closed literally the second they were opened, with a canned response. It's not exactly what I want, I would read the FAQ if I thought the answer was in there.

Actually its not a lie in my case. I've never complained about how long it takes to get a response when I've actually gotten a real response. But good intentions don't amount to much if they still have issues they need resolving and ignore what people are saying.
Yes they are improving in some aspects, but in others they still need work.
E.g. Treating all customers like they are 13 year old kids is one area they really need to work on.

99% of them act like one though. Think of it from their perspective, they're getting hundreds/thousands of dumb requests every day.

99% of them act like one though. Think of it from their perspective, they're getting hundreds/thousands of dumb requests every day.

Oh I know that. So wouldn't you be so relieved to actually get a ticket that is literate and makes sense that you would take the time to properly deal with it.

If I was a gm and got a ticket from someone who makes the average basiler look like an einstein, I would tell them I'm not gonna reply until they type properly =P

I'm sorry but... you can't judge the entire customer service system based on simply YOUR ticket alone. So they gave you a templated response, but guess what, i bet they get 100 other tickets that say THE SAME DAMN THING, but worded differently. How do you know they don't care?

You think that just cuz you didn't get a "personalized" response, it gives u the right to say that their ENTIRE customer service department sucks, when according to a majority of people, tickets are being answered promptly instead of taking weeks now.

You know what, i bet in fact they end up solving more tickets and helping more people out than everyone makes them out to, it's just that no one takes the time to go out of their way to say anything when Nexon does something right. It's easy to jump on the bandwagon when someone says they do something wrong.

Please. This is getting old.

...Could you POSSIBLY be any more ignorant and blind? Don't stick your little nose into an issue when you obviously have no clue.

...Could you POSSIBLY be any more ignorant and blind? Don't stick your little nose into an issue when you obviously have no clue.

Try actually reading his post before you start trolling.

i have absolutely no problem WAITING for a response, in fact, when i sent my ticket, i was EXPECTING to wait atleast a week or two before i heard anything. the fact that i received a "we don't give a f'uck" response within a day is pretty goddamn insulting. i would rather have any issue i'm logging a ticket about to actually be responded to; not to be essentially ignored.

i even sent a second ticket, requesting for another GM to actually look at it, and i was given the same automated response from a different GM.

i even sent a second ticket, requesting for another GM to actually look at it, and i was given the same automated response from a different GM.

You're lucky you didn't get a duplicate ticket threat too.

I actually got an apology from one of them for closing my ticket as a duplicate when it was a separate issue and they just didn't read it after opening a 3rd ticket.

You're lucky you didn't get a duplicate ticket threat too.

I actually got an apology from one of them for closing my ticket as a duplicate when it was a separate issue and they just didn't read it after opening a 3rd ticket.

I almost demand pics for that claim =P
Especially after my guildie managed to prove his banning was a pineapple up by the GMs, he was warned by Hime on the forums for his behaviour...

Try actually reading his post before you start trolling.

Only if you try using common sense before jumping blindly to somebody's defence. He was wrong. It was obvious. Shouting "ong trol!1!!" won't change that; better luck next time.