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    • Forum Rules   04/24/2016

      1. Inappropriate or infringing content Kakao Games Europe does not vouch for or warrant the accuracy, completeness or usefulness of any message, article, link or comment posted by other users in the Services, and shall not be responsible for the contents of any such message, article or comment.The messages express the views of the author of the message, not necessarily the views of Kakao Games Europe. The User can report any violation of the services policies by clicking on the report icon on the Forums.The User shall not use the Service(s) to post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, hateful, harassing, obscene, profane, sexually offensive, threatening, invasive of a person's privacy, or otherwise violating of any applicable law.The User shall not use the Service(s) to post any advertisement, link or information regarding content which infringes the Agreement.The User shall not post any copyrighted material unless the copyright is owned or licensed by the User or by Kakao Games Europe.The user shall not promote illegal or illicit activities including cheating and the use of exploits.  2. Naming policy The User shall not use on the Website, the Forums and in the Game character names, family names, guild names, clan names and/or nicknames that are:Vulgar, abusive, hateful, racist, defamatory, threatening, pornographic or sexually orientated;Referring to inappropriate parts of the human body or bodily functions;Referring to drugs or illegal activities;Related to the Nazi regime;Referring to figures or activities of religious relevanceRelated to political regimes or personalities involved or suspected of violation of human rights;Promoting violence, ethnically or national hatred;Impersonating an existing person, including Kakao Games Europe officials Violating the intellectual or industrial rights of a third party, including trademarks.The use of alternate spelling, for instance by replacing letter with number, in order to violate the above mentioned rules shall be considered a violation of the naming policy.The user will not create additional forum accounts in order to bypass any warning, suspension, ban or purport themselves as someone else.  3. Threats to the provision of the Services The User shall not make threats or attempt to disturb the provision of the Services in any way including spamming, denial of service attacks, performing actions whether alone or as a group, on the Service(s), that would affect the performances of the Service(s) or the experience of other end-users of the Services.Kakao Games Europe reserves the right to take any actions necessary deemed necessary to maintain the integrity of the Service(s).  4. Account sharing The User is not allowed to share the credentials of the User’s Account with anyone.Notwithstanding the above, Kakao Games Europe may request from you the name of your Account for events or in order to provide you customer support. However, Kakao Games Europe will never ask you for your Account password.  5. Violation of law The User undertakes to respect the legislation of the country from which the User launches the Game and accesses the Services.  6. Behavioral rules and guidelines 6.1. Thread bumping The User shall not bump own threads. Replies to own threads with the sole purpose of moving said thread to the top of the forum can lead to a warning with the possible consequence of losing writing permissions on http://forum.blackdesertonline.comIf the User wants to add more information to a post, the “EDIT” function can be used. It is permitted to reply to own posts once every 48h as long as the follow up post adds new and meaningful information related to the topic.Replies to other users posts with the sole purpose of increasing it's visibility are also considered thread bumping as well as spam and will be actioned accordingly.Normal replies to other users are not affected by the above mentioned rules.6.2. Posting Etiquette The user shall not post in all capital letters, use excessive punctuation, flamboyant fonts etc. to draw attention to its posts.Using the words Kakao, Kakao Games, Pearl Abyss or any Kakao Games Europe member’s name in a topic title is frowned on.The user shall not use misspelled versions of inappropriate words to circumvent the swear word filter. Doing so shows the User was fully aware of the nature of the word and it will be reflected in any potential penalties.6.3. Interacting with other users Post made with the sole purpose of upsetting or angering other users are not allowed. All posts have to be made in the spirit of mutual respect. The User shall not attack or insult other users for having different opinions or for making statements the User disagrees with. Challenging the opinions or statements of other users is permitted, attacking the person holding them is not. If the User finds the actions of other users in breach of the forum rules, the Report Function should be used in order to bring the case to the attention of the moderator team. The case will then be reviewed and appropriate actions will be taken. The user shall not "name and shame" other users. If a user is suspected to have broken Terms of Service / Terms of Use or taken part in fraudulent activities it should be reported directly to Kakao Games Europe by submit a support ticket.6.4. Quoting The User shall not quote posts who break the forum rules. The User is instead encouraged to use the Report Function in order to bring inappropriate content to the attention of the moderator team. Reported content will then be reviewed and appropriate actions will be taken.6.5. Abuse of Report Function The user shall not abuse the report function. The report function is intended to be used to make the moderation team aware of potential breaches of the forum rules not to get revenge on other users. If the User finds another user behaving inappropriate several times in a short time span, the Report Function can be used, highlighting one relevant post and indicating in the notes that other threads are affected too. If the User feels a thread is out of control, one post should be reported indicating in the notes the whole thread needs attention.  7. RP Forum Rules The RP Forums follow a more strict rule set. Any user wishing to participate on the RP forums is advised to review the specific rules before posting.  8. Appeal Forum Moderations Threads deemed inappropriate to a particular forum will be moved to a more appropriate forum or even removed completely. Threads that have been removed or closed are not to be re-posted. The User shall not discuss specific cases of moderated posts or disciplinary actions against users on the forum. If the User disagrees with an action taken by the moderator team, an e-mail should be send to forumdisputes@blackdesertonline.com. An uninvolved Community Manager will then review the case. 
    • IMPORTANT - REACH US IN THE NEW FORUM   05/04/2017

      Ladies and gentlemen ATTENTION please:
      It's time to move into a new house!
        As previously announced, from now on IT WON'T BE POSSIBLE TO CREATE THREADS OR REPLY in the old forums. From now on the old forums will be readable only. If you need to move/copy/migrate any post/material from here, feel free to contact the staff in the new home. We’ll be waiting for you in the NEW Forums!

      https://community.blackdesertonline.com/index.php

      *New features and amazing tools are waiting for you, even more is yet to come in the future.. just like world exploration in BDO leads to new possibilities.
      So don't be afraid about changes, click the link above and follow us!
      Enjoy and see you on the other side!  
    • WICHTIG: Das Forum ist umgezogen!   05/04/2017

      Damen und Herren, wir bitten um Eure Aufmerksamkeit, es ist an der Zeit umzuziehen!
        Wie wir bereits angekündigt hatten, ist es ab sofort nicht mehr möglich, neue Diskussionen in diesem Forum zu starten. Um Euch Zeit zu geben, laufende Diskussionen abzuschließen, könnt Ihr noch für zwei Wochen in offenen Diskussionen antworten. Danach geht dieses Forum hier in den Ruhestand und das NEUE FORUM übernimmt vollständig.
      Das Forum hier bleibt allerdings erhalten und lesbar.   Neue und verbesserte Funktionen warten auf Euch im neuen Forum und wir arbeiten bereits an weiteren Erweiterungen.
      Wir sehen uns auf der anderen Seite!

      https://community.blackdesertonline.com/index.php Update:
      Wie angekündigt könen ab sofort in diesem Forum auch keine neuen Beiträge mehr veröffentlicht werden.
    • IMPORTANT: Le nouveau forum   05/04/2017

      Aventurières, aventuriers, votre attention s'il vous plaît, il est grand temps de déménager!
      Comme nous vous l'avons déjà annoncé précédemment, il n'est désormais plus possible de créer de nouveau sujet ni de répondre aux anciens sur ce bon vieux forum.
      Venez visiter le nouveau forum!
      https://community.blackdesertonline.com
      De nouvelles fonctionnalités ainsi que de nouveaux outils vous attendent dès à présent et d'autres arriveront prochainement! N'ayez pas peur du changement et rejoignez-nous! Amusez-vous bien et a bientôt dans notre nouveau chez nous
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Ticket Support

Customer Support: What is your opinion about the processing time of a created ticket   14 votes

  1. 1. What is your opinion about the processing time of a created ticket and the customer support in general?

    • They are working with godspeed and the Customer Support is totaly awsome! My created tickets do always need only a processing time of less then 48 hours
      3
    • I am waiting for more then a week now...and still no answer. Damn that sleepyhead customer support team!
      6
    • i coud borrow my turtle, it shoud give a good customer support worker! Or maybe i coud borrow my girlfriend too, she is good in solving problems!
      2
    • really now? there is a customer support existing? for realsies now? not a cheap joke man?! that is great news for me!
      3

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8 posts in this topic

Posted

What do you think about the Customer Support?

In my opinion.. ether they ignore created tickets or have no interest in solving it! They must be bagpipes for realsies!! maybe sleepyhead bagpipes!

What do you peeps think about our glory heros of customer support?

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Posted

Who knows...just wait I guess. 

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Posted

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

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Posted

they are normally pretty fast anytime i have put in a ticket
someone made a simlar post about their ticket not being answered for 17days or so and i had put a ticket in just two days before taht person
i looke at the ticket no. and if the ticket numbers are not random but actually the no of the ticket
there was 1500+ tickets made between the the less than two day time period between my ticket and theirs

i just hope things get fixed and until then i just keep replaying with silly rp stuff until they get it taken care of

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Posted

I have a ticket in that's been waiting for a while, but Dew sent me a response about the backlog. Every other ticket has been resolved very quickly, so I understand they are overwhelmed for the moment. So far, it's been the best response times and resolutions that I've seen in 20 years of online gaming.

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Posted

Well i have sent 2 tickets - one in February 21 and the second one at February 25, both tickets for different problems. Not a single response soo yeah.

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Posted

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

Just a suggestion that might be worth thinking about.

Since I work in "sort of" customer support (we receive requests, make offers and sell services, and mostly answer questions - thus customer support) I am thinking of a way that could drastically speed up ticket response times and greatly help out the existing customer support employees.

Other publishers have done similar things, but why not include the community into helping others resolve their questions (you basically already did this by hiring Dim, but I am not referring to actually hiring) by giving select people access to "low level" or "low priority" tickets, such as generic game knowledge based questions as in "Where can I find X or Y NPC?" or "How do I get to YZ?" to answer those so actual tech support won't have to bother and waste time with such unimportant tickets?

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Posted (edited)

While we do understand some folks are frustrated with the extended wait time with our customer support. We are working on getting to each ticket as quickly as possible, there was a large influx recently that resulted in quite a heavy demand out of the staff. As you may imagine a sudden abnormal surge in any support system can have undesirable results in response time.

With that said, they are not ignoring tickets. We've not told them yet, but the doors are locked and we've stocked the vending machines to the brim. If you take a moment to listen you can hear the furious click'n'clatter of mechanical keyboards furiously typing away.

I Put in a ticket to join the exp servers, seems my account may of been compromised or simply an incorrect login triggered the exp server timer.
My ticket number was : 287820 
I only logged it on the tuesday... But would really love to start using my long weekend to catch up with all my mates who've come back.

Edited by Fire_Style

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