No support till when for consoles?

but there is no link there for clarity…

edit and still you change tickets to ticket - anyone would think you have an agenda…

I filed a ticket with 505 support on Sunday for missing troops when using gem keys. They followed up with me Monday. I responded Monday evening. Came home today and the issue was resolved. Both times I’ve had issues, they’ve been resolved in a few days. Yes, it was inconvenient to have to submit a ticket to get the items I purchased and it has prevented me from making additional purchases on my ps4 account.

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Hey @morose, I understand your frustration at feeling like you’re being ignored and sympathize. Maybe the issues you’re opening tickets about aren’t the same priority as the ones most of the other people here are talking about (besides which system I mean). Can you give us some examples of the types of issues you’ve opened tickets for that have been ignored?

that’s what used to happen.

this is what is happening now

'Thanks for reaching out to us at 505 Games Customer Support! I’m sorry to hear you’re having this issue. We are seeing some server problems with Guilds, but unfortunately we are awaiting fixes on the server end for most of these. In the meantime, you can reach out to the Gems dev support team directly: https://gemsofwar.zendesk.com/hc/en-us

They are better equipped at handling these requests than we are, ultimately.

505 Games Customer Support’

pass the pony

We can’t recruit because of this glitch. I am sure that at some point out well be fixed. Just have to be patient.

Identical situation and mine was actually on console. Contacted about an issue late on Friday and got a response on Monday. As a fellow console user I haven’t had problems with 505 Support at all but I sympathize with frustrating issues.

@Morose, I’ve managed to find your tickets, one from yesterday relating to Guild “Ghosts” (I’ve let our support team know about this one) and the other one from a few weeks ago which was feedback on the game, but contained no actual account issue that needed to be fixed, or question that needed to be answered.

Now while we do try to respond to player feedback when we receive it, support requests from players who are having trouble with the game, must be answered first. Unfortunately that means your feedback got pushed to the bottom of the priority list, given the recent server issues we’ve had for the last couple of weeks, and the fact that our crew are catching up after the holiday period.

In short, we’ll respond to the feedback once we’ve addressed all the current players’ issues/problems, and we’ll be working on your other request (which we received yesterday) shortly.

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I note the reasons given for no response whatsoever for some weeks from the developers about any of the issues raised including the roster bug - you read it in the title from the 4th january.

I also note no mention of the fact that players are still being directed to 505 support who now state they will not fix incorrect guild counts any longer, when obviously you have been ignoring them for some weeks.

I have heard from your cough cough support now about something but no action was taken and the incorrect guild count remains uncorrected.

Presumably when you have addressed all the other current players’ issues/problems, you’ll work on my request, after another event week or 2 has passed.

Shoot the messenger but this is all fact heh?
You cannot supply a quality product when you ignore customer feedback, and you cannot expect respect when you show none.

Hi Morose,

Nimhain just reviewed your ticket, and one of our support team did actually make a mistake in your second ticket, treating it as simply a server issue and sending compensation, rather than also realizing that you had a guild ghost issue that needed fixed.

We apologize for the inconvenience caused by misreading the ticket. We’ve now fixed that issue as well.

Regarding your query about 505 support… they are still doing a lot of heavy-lifting on console support, but server issues are something only WE can handle here, so they’re correct to forward that one on to the development team.

Furthermore…

I’d also like to say a word of thanks to our excellent support team, Nimhain & her crew Vexx and Lila… they have worked through an incredible number of tickets in the last 7 days mostly revolving around the server migration. They have worked long hours and a few mistakes are inevitable (we’re only human after all), but I’m very sorry one of the mistakes inconvenienced you. Not making excuses or anything, just pointing out how these things occur.

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^ And this is why our devs are great.

I have never seen any other devs respond like gems of wars does. Or give any compensation. Or fix things so quickly. I wish all games were like this one.

Most devs don’t interact with customers. They have their several walls of support to do it for them.

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Nothing like being antagonistic about needing help.

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Who is being antagonistic??

The OP. Repeatedly.

I mean I get it, they’re frustrated. But spending multiple posts nitpicking people because they had the audacity to say “ticket” instead of “tickets” is just childish.

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[quote=“morose, post:16, topic:18484, full:true”]
I also note no mention of the fact that players are still being directed to 505 support who now state they will not fix incorrect guild counts any longer[/quote]

[quote=“Sirrian, post:17, topic:18484, full:true”]
Nimhain just reviewed your ticket, and one of our support team did actually make a mistake in your second ticket, treating it as simply a server issue and sending compensation, rather than also realizing that you had a guild ghost issue that needed fixed. […]

Regarding your query about 505 support… they are still doing a lot of heavy-lifting on console support, but server issues are something only WE can handle here, so they’re correct to forward that one on to the development team.[/quote]

@Sirrian @Nimhain

Just to clarify, you’re saying that 505games Support is no longer directly handling the ghost guild member glitch on console. Whenever it occurs, console users can register the issue with Support.505games.com who’ll evaluate what 505 can do on their end. If necessary they’ll kick the issue up to @Nimhain. That about the size of it?

My console guild “PhantomKiddz” is currently displaying 30/30 members but in fact there are only 29 members present. Issue has been present since Monday (I’ve just checked again). As this has happened several times already with the guild, I understand that when Pipeworks first handled the issue in August, they made all these inactive but “invisible” guild members visible, so that the Guildmaster could kick them himself. This appeared to solve the problem for 3 months.

However, ever since then PhantomKiddz has been developing the ghost glitch at least once a month. :frowning:

That part has been frustrating. But it’s still ok, honestly, I know it’s on your radar to be addressed.

I want to commend how both you and Nimhain’s team have been the very soul of patience these past few weeks, what with the migration on top of everything. The process transparency you’ve shown at every junction is amazing. I respect that. Open communication is what I love about this game and its community, perhaps even-- dare I say it?-- perhaps even just as much as GoW itself. :smile:

.
EDIT: the guild counter issue appears to have been fixed for me; 505games says that they do have the toolset to handle that guild request (for ghost-busting). Many thanks to Arsen at 505!

This is the case with spendy games like Just Cause 3, and //sometimes// rockband4/harmonix. JC3 pays absolutely NO attention to it’s customers once they buy the game. Not one question answered by someone at the game, it’s all customer support by customers. it is sucktastic. Harmonix is slightly better but not by much. I’ve had a couple of problems with my account, and Vexx has helped me HUGELY over the holidays. Even when it was my own damn fault. (eg, no derisive, snottiness about how i should pay attention to the game, ALWAYS polite.) These devs are rocking, and probably underpaid.

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Agreed. I’ve spent a the equivalent of two full price games to get to vip 5 for my own benefit, and my girlfriend’s too. However, I’d never have done that if I hadn’t felt guilty for playing this awesome game without giving them a single penny, so that’s why I spent so much. Fantastic set of people right across the board.

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I’m an AC and Far Cry fan. Ubisoft support is, well, nothing like this game.

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So who do we contact about the guild ghost glitch?

For GoW on console, the good folks at 505games are still handling the guild ghost issue for us:

https://support.505games.com/en/support/tickets/new

They can fix the issue directly for you without having to escalate it to the devs.

Include your Invite Code and Hero Level so that 505 can quickly locate you in the database.

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It was fixed today. So happy.

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