How to get support to give receive feedback when a user hasn't activated their win? (details inside)

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Hi everyone, I need some help.

So about a month or two ago, I had a user who would neither activate the game they won nor ask for a re-roll. I contacted support about this issue and they asked me to email them, write on their wall etc. The user deleted my comments on the wall and ignored my email. At this point, support asked me to request a new ticket asking for received feedback or just ask for a reroll. I decided against going with the reroll because I suspected that the user may have sold the key (even if it was a mediocre game with low demand).

It's now been few weeks since I've requested received feedback but even after asking for an update, not one support person has responded to it. Is there something I am missing or not doing correctly? Because when I ask for a reroll in general, the support is lightning fast with that ticket! I almost feel like my tickets are not going through or something. Is there a wait time for such things? If so, could they not respond to the ticket at least? I don't get what's going on. :(

Thanks for any help!

8 years ago

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7 Comments

zelghadis

all you can do is to wait. as for reroll tickets - these are usually easy to handle - check comment asking for reroll, check that game is already on account or that it is rulebreaker, approve. These can be done by any support members. what you have here is more complicated case that will require actual investigation plus because of that cannot be dealt with with any support member, just the experienced ones. So like I said - all you can do is to waitr, if they gonna need additional info they will rather inform you about that not just leave ticket open and non-solved because you forgot to add something.

8 years ago

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ZZN

Okay I'll just wait patiently then. Thanks!

8 years ago

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d3m4n