How can Kabam improve its customer service and reduce player frustration

Cool_Marble

1. Try to escalate an issue if the response from customer service is adequate - no reply. case closed and no follow-up allowed.
2. try to prove your identity and they ask you for records that are 5 years old. Explain that you don't keep records that long and ask for more recent record questions, the agent simply ignores you and closes the ticket.
3. submit very bad feedback on how a ticket is handled, and noone reverts back to know why.
4. every response is a different agent. they seem generic and unaware of how the game is played.
5. I even had an agent claim something that was 100% untrue (number of pots in my account), and i was amazed because i sent him a screen shot contradicting his claim.

Dear Kabam,
Are you planning on addressing your poor customer service? Are you planning on not treating tickets like a dictator? Is it possible to improve the logic, common sense and service orientation of your customer service agents, the ones from salesforce (assuming they are hired by you and not outsourced to a third party).

Please respond and let me know how I can contact by email a customer service manager to reason with him/her instead of being shut out by your first responders?

thank yuo

Demonzfyre

Cool_Marble said:

1. Try to escalate an issue if the response from customer service is adequate - no reply. case closed and no follow-up allowed.
2. try to prove your identity and they ask you for records that are 5 years old. Explain that you don't keep records that long and ask for more recent record questions, the agent simply ignores you and closes the ticket.
3. submit very bad feedback on how a ticket is handled, and noone reverts back to know why.
4. every response is a different agent. they seem generic and unaware of how the game is played.
5. I even had an agent claim something that was 100% untrue (number of pots in my account), and i was amazed because i sent him a screen shot contradicting his claim.

Dear Kabam,
Are you planning on addressing your poor customer service? Are you planning on not treating tickets like a dictator? Is it possible to improve the logic, common sense and service orientation of your customer service agents, the ones from salesforce (assuming they are hired by you and not outsourced to a third party).

Please respond and let me know how I can contact by email a customer service manager to reason with him/her instead of being shut out by your first responders?

thank yuo

This is the forums. Has nothing to do with support. No one can do anything here.