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General discussionGOG-Team: Please read and reply(8 posts)(8 posts)
(8 posts)
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This is my favourite topic
Posted January 04, 2022
Having purchased Imperator: Rome yesterday and trying to download the main game files, Imperator: Rome (Part 1 of 2) 2.0.3 RC2 2 MB and Imperator: Rome (Part 2 of 2) 2.0.3 RC2 1.7 GB, which did not work. When clicking on any of the two files, the website would redirect to a 404 page and the option to report an error. This, in turn, would lead me to a support-article - that doesn't help at all when there is such a problem, from which a chat can be initiated with a bot, which then offers another set of support-articles which may or may not solve a specific problem, to finally being offered the option to open up a ticket.

I fail to fathom how, instead of having an input mask and creating an error report when clicking on Check the address
or report an error. that is then forwarded to a website-administrator who could then fix that problem in a matter of minutes, you have us waste precious time by sending us on a detour, the automated chat-bot first, then the support-ticket system, until finally, after some hours or days, that error will eventually be fixed. This is unacceptable.

It is why i don't kindly ask or request - as i would normally do, but forward a demand to implement an input-mask on the error page, allowing us to state the nature of the error if need be or provide some additional details, or a simple link to click on creating an automated report forwarded to an administrator or technician who can take care of it, to make reporting such errors as described above an easy and straightforward process for your customers.

It is the most common thing to have on any website so please add this instead of having us jump through many hoops, wasting precious time on both our sides!
Attachments:
404bear.jpg (207 Kb)
Posted January 04, 2022
The chat bot is meant to deterr the less diligent. The entire purpose is to reduce the number of actual trouble calls received, either by answering common questions or by frustrating users into not completing a ticket. Most customer support is geared toward this. That's why phone support is ALWAYS experiencing a higher than normal call volume for virtually every company, and you sit on hold for 30 minutes. It is the way of the world now.
Posted January 04, 2022
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paladin181: The chat bot is meant to deterr the less diligent. The entire purpose is to reduce the number of actual trouble calls received, either by answering common questions or by frustrating users into not completing a ticket. Most customer support is geared toward this. That's why phone support is ALWAYS experiencing a higher than normal call volume for virtually every company, and you sit on hold for 30 minutes. It is the way of the world now.
This topic is by no means meant to complain about the new support system and how it works in general. Since it is the only way of contacting support to make them aware that there is this 404 error, in the most complicated way one can imagine, including a request to upload a direct-x dummy file without which the ticket will not be opened, it was inevitable to also have some things to say about it. This isn't helpful in that situation and truly frustrating on top...

Going through all this to report a 404 error ocurring on their website is overkill. On top of that there is this bot suggesting a F.A.Q. article about a 403 error, which in turn suggests to use Galaxy when there's a download problem.

This could be reported with a simple button to report the 404-error, and relayed directly to a network administrator who could take care of it in a matter of minutes. It will not add an additional burden or cost thousands to implement it when this problem occurs. Instead they have us jump through all those hoops, have us wait for a reply and the problem to be fixed, because their support is drowning in requests. Ridiculous, don't you think?
Post edited January 04, 2022 by Mori_Yuki
Posted January 05, 2022
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Mori_Yuki: This could be reported with a simple button to report the 404-error, and relayed directly to a network administrator who could take care of it in a matter of minutes. It will not add an additional burden or cost thousands to implement it when this problem occurs. Instead they have us jump through all those hoops, have us wait for a reply and the problem to be fixed, because their support is drowning in requests. Ridiculous, don't you think?
If GOG had a competent ticketing system or even a competent pingback, do you think we'd be having this conversation?

I don't exactly know how network trees have evolved in this AJAX & Javascript hellscape, but I feel I recall tools existing as far as the 1990s that'd show a simple HTML status tree showing the internal linkages and have a status icon if something was weird.

As we all know, sure having to track a list of 2000+ subforums is a problem they created themselves (especially without categorization), and we all know that some of those subforums never were created (which would be a process that could be automated, you'd think), but that's where more automation comes in. Have a little fellow run the occasional lamp test, and see if any of the pages fail to return a response.
Posted January 05, 2022
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Mori_Yuki: Having purchased Imperator: Rome yesterday and trying to download the main game files, Imperator: Rome (Part 1 of 2) 2.0.3 RC2 2 MB and Imperator: Rome (Part 2 of 2) 2.0.3 RC2 1.7 GB, which did not work. When clicking on any of the two files, the website would redirect to a 404 page and the option to report an error. This, in turn, would lead me to a support-article - that doesn't help at all when there is such a problem, from which a chat can be initiated with a bot, which then offers another set of support-articles which may or may not solve a specific problem, to finally being offered the option to open up a ticket.

I fail to fathom how, instead of having an input mask and creating an error report when clicking on Check the address
or report an error. that is then forwarded to a website-administrator who could then fix that problem in a matter of minutes, you have us waste precious time by sending us on a detour, the automated chat-bot first, then the support-ticket system, until finally, after some hours or days, that error will eventually be fixed. This is unacceptable.

It is why i don't kindly ask or request - as i would normally do, but forward a demand to implement an input-mask on the error page, allowing us to state the nature of the error if need be or provide some additional details, or a simple link to click on creating an automated report forwarded to an administrator or technician who can take care of it, to make reporting such errors as described above an easy and straightforward process for your customers.

It is the most common thing to have on any website so please add this instead of having us jump through many hoops, wasting precious time on both our sides!
I have reported the issue and the error has been fixed!

As for the chatbot, it's still a new feature and we welcome any feedback regarding it, which we'll consider for further implementations or changes. For example, if several new requests come up on the same topic and the bot is unable to answer them, our Support Team will optimize it for that request in the future. The bot isn't there to deter any users from creating a ticket, it was implemented in hopes of helping with easy problems for your benefit - it shortens the waiting time as the bot can help within a few minutes. That being said, we're still working on its optimization and are aware there is room for improvement. I'd also like to point out that the chatbot will always allow you to open a ticket to our Support if you find its assistance unsatisfactory.
Post edited January 05, 2022 by SmollestLight
Posted January 05, 2022
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SmollestLight: I have reported the issue and the error has been fixed!
Thank you very much!
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SmollestLight: As for the chatbot, it's still a new feature and we welcome any feedback regarding it, which we'll consider for further implementations or changes. For example, if several new requests come up on the same topic and the bot is unable to answer them, our Support Team will optimize it for that request in the future. The bot isn't there to deter any users from creating a ticket, it was implemented in hopes of helping with easy problems for your benefit - it shortens the waiting time as the bot can help within a few minutes. That being said, we're still working on its optimization and are aware there is room for improvement. I'd also like to point out that the chatbot will always allow you to open a ticket to our Support if you find its assistance unsatisfactory.
I do understand why your company decided to implement the new system and what it is there for. It does and probably should deter customers from opening up tickets, when there are working solutions which should fix that specific problem.

In this case, however, a chatbot asking you to provide certain system data, a logfile and lastly describing the nature of the error: 404 website error isn't helpful. It was frustrating to have to go through this process and it effectively kept me from opening a ticket. To be fair, even in the old reporting-system, it wasn't possible to report a 404-error without filling out forms, providing system data and a log-file.

This is why there should be an automated report system, one click on the report button should do and once it has been reported, the button should be grayed out and a message be displayed, saying: This error has already been reported to us and we are working to fix it. Thank you for your patience. This suggestion takes heavy server load leading to 404-error into accountcan, which your team should notice themselves when it does, so as not to overwhelm them or the system with countless website-down reports.

If there is no other way to achieve this, implement this into the new support-system, where if a customer inputs: 404-error, they will be asked to provide a link and the rest will happen automatically. It is the only thing you should really change and add. The most common thing to have on any website.
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Darvond: If GOG had a competent ticketing system or even a competent pingback, do you think we'd be having this conversation?
We certainly wouldn't have this discussion if this was the case. I also don't know anything about tech driving this website, so there is absolutely nothing useful i could contribute to further the discussion. This is best left to a person like you and others on this forum who know how things work. :)
Posted January 05, 2022
reminds me, the chatbot service from DHL works great .

The thing understood that the package i was waiting for was signed off as delivered online, while not physically delivered.

And even turned into the nicest thing when i said "thanks bot"

Such an exhilarating experience!

Maybe the goggers involved should have a chat with the DHL bot ;)

Also .....

I'm sure CA's employee responsible for configuring their tactical AI could learn a thing or 2 from conversing with this bot!
Post edited January 05, 2022 by Zimerius
Posted January 05, 2022
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Mori_Yuki: I do understand why your company decided to implement the new system and what it is there for. It does and probably should deter customers from opening up tickets, when there are working solutions which should fix that specific problem.

In this case, however, a chatbot asking you to provide certain system data, a logfile and lastly describing the nature of the error: 404 website error isn't helpful. It was frustrating to have to go through this process and it effectively kept me from opening a ticket. To be fair, even in the old reporting-system, it wasn't possible to report a 404-error without filling out forms, providing system data and a log-file.

This is why there should be an automated report system, one click on the report button should do and once it has been reported, the button should be grayed out and a message be displayed, saying: This error has already been reported to us and we are working to fix it. Thank you for your patience. This suggestion takes heavy server load leading to 404-error into accountcan, which your team should notice themselves when it does, so as not to overwhelm them or the system with countless website-down reports.

If there is no other way to achieve this, implement this into the new support-system, where if a customer inputs: 404-error, they will be asked to provide a link and the rest will happen automatically. It is the only thing you should really change and add. The most common thing to have on any website.
Thank you for that feedback and the ideas of how things could look like! I will forward it to Support.
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This is my favourite topic
Community
General discussionGOG-Team: Please read and reply(8 posts)(8 posts)
(8 posts)