BB doesn't respond to quetions?

[Falconwolf]

So 1 month ago I sent an email to BB asking a question, and I received only 1 response...it was a completely blank email, totally nothing there except the email subject line which gave me my ticket number.

I have since replied to that blank email 4-5 times asking for a response but no one has responded.

BB is this how you treat all your paying customers? Never responding to them?

How can I skip the low man on the totem pole who respond to the emails and go over their heads to the higher ups who might actually respond?

[The_Director]

Fair question, with an equal answer.

If you have a game issue send a ticket.
If you see a BB in-game, then you can (and should) ask there. Its best to whisper them.
And always you can send a private message in the forums.

Just a note, not all BB's can answer questions, nor are they aloud to. (I.e. you ask when is the next update, they will say "soon")

So, 3 best things to do are:

1. ask.
2. Prepare for an answer that may not reach your expectations/don't expect an answer.
3. Be happy with what you get.

lol i know this answer isn't what you would call a good one, but really its all you can expect from a BB anyway.

[Falconwolf]

No, that's a fair answer.

I did send a ticket a ticket...that's what started it...the response I got was blank...there may have been an actual response to my ticket and it got stripped on it's way to my email...which, regardless of whether BB actually sent a response or not means I never received a response. As far as that goes legally/business speaking that means there was no response.

I have since sent 4-5 further queries (with the ticket number I received) telling them their response was blank and if they could resend their response but have not received ANY replies of ANY kind. They are literally ignoring me.

So a paying customer sent them a query on gems/money and they ignore me?

I'm not above sending this to the BBB..I've done it before for another game which tried to treat a paying customer poorly. Right now I need a response to my initial question and an answer as to why my emails have been ignored!

So who normally responds to tickets? and how do I go over their heads to one of their superiors?

[The_Director]

^^ whoops mb

I would suggest calling Blue Byte.

Check their company website maybe?

I personally have never had issues with sending tickets. i got a response within 3 days with an answer.

But ya, check around for a BB and see if he can help.

1 more thing, you might want to recreate this Forum post to the Technical Forums>Technical Issues. they might help you better there.

[BB_Katealyst]

Hey FalconWolf,

I am going to look into this issue for you. It may have been a fail on our ticketing systems part as we do answer all tickets and try to do it in a timely manner.

Please try emailing account.support@thesettlersonline.net direcly and let me know if they get back to you within 48 hours.

Thanks!

Kate

[Falconwolf]

Thanks Katealyst, I have just sent in an email with the information and hopefully will have a response soon.

[Moonlime]

I have sent an email Kate. Would be nice to get a fix.

Hey FalconWolf,

I am going to look into this issue for you. It may have been a fail on our ticketing systems part as we do answer all tickets and try to do it in a timely manner.

Please try emailing account.support@thesettlersonline.net direcly and let me know if they get back to you within 48 hours.

Thanks!

Kate

[BB_DXTed]

Moonlime and Falconwolf,

Did you guys get responses in your email inbox? If not, check your spam filters.

If that is still a no, then I can help you in private messages.

[Falconwolf]

BB_DXTed, I have not yet received any reply at all, and there is nothing in my spam filter.

I have sent you a PM with a little more info on this (I also sent Kate a PM 4-5 days ago about this but she hasn't responded yet either...she probably gets too many PM's )

[Moonlime]

Hi Ted,

I have sent you a message. So far, no response and no fix in sight!

Moonlime and Falconwolf,

Did you guys get responses in your email inbox? If not, check your spam filters.

If that is still a no, then I can help you in private messages.