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Thread: Support Quality

  1. #1
    Iron Member Contributor Level 1
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    Exclamation Support Quality

    Hey Forum, Admins and Moderators,
    I would like to give a feedback of your forum- and support-quality.
    Heroes Charge is a very cool game with an amount of active players and a living community.
    But...
    It seems the support work for players will be ignored.
    Currently, I have in-game issues and can not play with my account.
    I wrote to "Contact Us" on this site, used the in-game support chat and also threats in this forum.
    Longer than a week I've got no reply in any way I tried to contact ucool support.
    Threats and posts which need to approved by Moderators are without reaction and ignored, as well.
    That's really mad and NOT cool, ucool!

    So what do you think about the support quality?
    Last edited by Alysdair; 03-27-2018 at 12:48 PM. Reason: Correction of mistype
    Server: 25 Savage One
    Guild GERMANY - ID 31187

  2. #2
    New Comers
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    For me it's looks the same...
    It seems the support work for players just ignored.
    I have in-game issues and can not play with my account too.
    I wrote used the in-game support chat, sending mails to support@ucool.com, vip@ucool.com .
    Longer than a two weeks I've got no reply in any way I tried to contact ucool support.
    Threats and posts which need to approved by Moderators are without reaction and ignored, as well...

  3. #3
    Iron Member Contributor Level 1
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    Quote Originally Posted by diuh View Post
    For me it's looks the same...
    It seems the support work for players just ignored.
    I have in-game issues and can not play with my account too.
    I wrote used the in-game support chat, sending mails to support@ucool.com, vip@ucool.com .
    Longer than a two weeks I've got no reply in any way I tried to contact ucool support.
    Threats and posts which need to approved by Moderators are without reaction and ignored, as well...
    I'm totally with you. And as we see, no commend, no reaction.
    I come to that conclusion to leave the game.
    Especially of the new facebook feature.
    It makes no sense to play a game where the only skill you need to be good is 'friend'.
    Goodbye ucool, answer whom ever you want but I don't need this kind of support.

  4. #4
    Bronze Member Contributor Level 4
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    Support quality is bad, because there is hardly good communication between the support department and the development/producing department.

    They don't listen to the community and they have no grip on what thoughts there is amongst the players. Even though the players have voiced and raised their concerns. But instead of working on those problems, they continue to alienate the players.

    They jus't don't know and they neither wants to listen too. Whether its fault with support or development party or the said CEO. We all know how long we have been saying what the problems and our concerns are, but they just won't do anything about it, except making the game more and more expensive to keep up with.

  5. #5
    Bronze Member Contributor Level 4
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    i GUARANTEE you guys are low vip level

    I just found a database file that's created by heroes charge and stored locally on your device AND sent to support... they include the players VIP level.
    Myself and other higher vip's in my guild(s) never have a problem with support responding to us... yet all the lower VIP players complain that it takes almost a week to get a response... IF THEY even get a response that is!

    Let me also mention that UCOOL DOES NOT DO SUPPORT... they pay a company called "helpshift" who offer in-app support services to companies. So these support staff have no idea what occurs on this forum here, none of them are Ember etc. They're only able to do very basic things, anything which requires a person to look at a log file takes FOREVER to get a response as this is pretty much outside the scope of what functionality is available to helpshift

  6. #6
    Diamond Member Contributor Level 9
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    Well, during my last discussion with support about my problem, they just suddenly stop answering and close ticket. And I need wait 5 days before first answer from support. I have 8 VIP level, not sure if this low or not.

  7. #7
    Bronze Member Contributor Level 3
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    Write a review in the app store with your issues and how bad support is. Give game 1* for their bad client support. That will make them listen. Or at least cost them new players. Considering the game is 50% ponzi scheme (they need new players to support it), 50% racket (you need to spend to protect your self from bad RNG), bet that would get some attention. Of course if there are too many bad reviews they just issue a useless new version. Do not forget to re-send the bad review for each new version until you get support.

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