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!

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.