I've sent tickets, I do get replies eventually. I've noticed, however, that the replies are given in such a way that support do Not read tickets properly. Recently, giant manes have been glitching and replenishing their own health bars. Support clearly thought I was talking about my own health bar while also requesting MORE video evidence. 

I want some assurance that someone can go around their office with a cattleprod and wake them up a bit.

Please, until recently I thought EU support excellent. But with what I'm reading elsewhere together with my own experience, what's happening over there? 

Note to moderators: please don't throw this into the bug reporting area, I actually want to see some discussion about our support services, please? Perhaps you could tell us how they're doing and what's going on behind the scenes at all?

The issue I have with the Ticket system, in my experience for one issue I have reported, is that the support representative answers and closes the ticket. That’s not the right way to do it. Once you close the ticket, we have to open another ticket to reply or further discuss the same issue. That causes many more tickets than necessary in the system,

The support representative should answer and leave the ticket open, giving the customer a chance to reply of acknowledge the ticket is resolved. Once marked resolved, the support rep can close it. If the customer doesn’t answer in say...5 days...the ticket automatically closes.

Seems like there is a inexperienced or limited support staff for the Xbox platform if you go and compare the PC support threads 

As compared to Kakao on PC, I think we have much better CM's here on xbox. The quality and frequency of communication are both superior to what we got on PC, despite the complaints. 

Unfort I can't say the same for the quality of support , and do agree with two things mentioned here - namely that support ticket responses feel very rushed / poorly read / poorly understood, and that they are insta-closed by the support rep, which isn't great. I haven't opened very many, and really truly hope I never have to open one to address something serious like account access issues, because I don't have a ton of confidence it will be handled quickly or efficiently. 

Support on PC did seem more experienced both with the game itself and customer support in general. 

22 hours ago, Roots said:

As compared to Kakao on PC, I think we have much better CM's here on xbox. The quality and frequency of communication are both superior to what we got on PC, despite the complaints. 

Unfort I can't say the same for the quality of support , and do agree with two things mentioned here - namely that support ticket responses feel very rushed / poorly read / poorly understood, and that they are insta-closed by the support rep, which isn't great. I haven't opened very many, and really truly hope I never have to open one to address something serious like account access issues, because I don't have a ton of confidence it will be handled quickly or efficiently. 

Support on PC did seem more experienced both with the game itself and customer support in general. 

I totally agree with you on the CMs, I've only had great interactions with them. They are on the ball with the community and seemingly push a lot of our input on the devs.

That being said, the ticket system is a complete joke. Im almost tempted to believe that they have some algorithm that scans key words and gives automated reply. Then they close them. Every time(3) times I've submitted a ticket I get what is most likely a copy paste response, that doesn't actually work as a response to input actually was. If it's not automated, highly unlikely that it is but damn, it's awefull. They must not be native English speaking persons. It's like there prerogative is only to close as many tickets as humanly possible in work hours. This support team is likely the worst one I've ever encountered. Sure I've seen my share of copy paste replies when it's a known issue and they are likely seeing tons of traffic in regards to the same topic. But, when I have a one off issue and their reply doesn't adress anything I actually reported. It makes me wonder. I hate to to say this for the CMs sake, but your better off trying to contact them with your issues. 

I think you're right. I was hoping there'd be a statement from GM but if I were in their shoes I'd be wondering what gives us the right or entitlement to complain about how PA do things. I mean, we pay money for things already done, not for the things not yet done. We're not paying their salaries to get stuff done, we're paying for a product already on a shelf. Maybe that's their logic?

1 hour ago, Primus said:

I think you're right. I was hoping there'd be a statement from GM but if I were in their shoes I'd be wondering what gives us the right or entitlement to complain about how PA do things. I mean, we pay money for things already done, not for the things not yet done. We're not paying their salaries to get stuff done, we're paying for a product already on a shelf. Maybe that's their logic?

The Black Desert product on PC already rakes in millions with the Pearl Shop. Do a google on PA financials recently.

The greed is real, the product works as is, they don’t care about issues that are not impacting the Pearl Shop. Now...if the Pearl Shop had bugs or shutdown...watch for a global emergency event to fix it.

4 hours ago, Primus said:

I think you're right. I was hoping there'd be a statement from GM but if I were in their shoes I'd be wondering what gives us the right or entitlement to complain about how PA do things. I mean, we pay money for things already done, not for the things not yet done. We're not paying their salaries to get stuff done, we're paying for a product already on a shelf. Maybe that's their logic?

PA may or may not take the feedback to heart, but it's not entitled for paying customers to ask for decent support. 

But really at the end of the day it's not about entitlement or lack of entitlement : providing support for your product is good business. Bad support can cost customers, and many BDO customers are worth a *lot* of money. Those billions don't just magically come out of nowhere. To that end, PC support has in my experience almost always been at least decent : because bad or nonexistent support can kick people off the money making hamster wheel prematurely. 

Incidentally, Vegas casinos also treat their customers quite well. 

I wouldn't expect a CM statement on the matter though, not least of which because they may have no insight whatsoever into how the support team is run. Odds are they've never visited the support offices - wherever they are - or even spoken to a support rep face to face. More importantly they're unlikely to say stuff that publicly makes their own company look bad, unless they have to own up to something seriously egregious (which this isn't). This is the kind of stuff that gets fed up the ladder by whatever mechanism, and handled (or not) quietly from there. 

1 hour ago, Roots said:

I wouldn't expect a CM statement on the matter though, not least of which because they may have no insight whatsoever into how the support team is run. Odds are they've never visited the support offices - wherever they are - or even spoken to a support rep face to face.

I honestly think the CM and GMs do multiple roles on the Xbox version. Including support. This leads me to believe they are way under staffed. Way overworked.

Why?

- The lack of forum moderation or interaction. Almost non-existent.

- The lack of in-game moderation of chat. Maybe this got better, I never bother to look at chat anymore.

- The short, almost hurried support ticket responses, then insta-close.

- The support ticket responses seem to be from the same GMs. A short list.

- The live streams often refer to all the work the CMs have to do and apologies for missing things

- The patch notes, articles, News updates, web content...all seems like one or two CMs do this.

Sometimes it seems the CMs have a direct line to Devs, but then other times..we get asked to submit tickets..again.

I see. What could be done to convince PA to spend some of those billions in to extra support staff salaries, while doing so with genuine feeling towards the community?

I started playing on day 4. The staff seemed genuine back then, interacting in the chat and seeming genuinely playful. Now, though, I'm less certain about that estimation. 

Agreed. Understaffed and overworked perhaps. Apologies to any GM that feel accused of being less than genuine with their work.

PEARL ABYSS ANNOUNCES $1 BILLION IN GROSS SALES FOR BLACK DESERT FRANCHISE ACROSS ALL PLATFORMS

https://gaminglyfe.com/pearl-abyss-announces-1-billion-in-gross-sales-for-black-desert-franchise-across-all-platforms/

Yea...hire dedicated staff for each team’s roles. Don’t make me break down pay structures for each role with benefits. ?