I have submitted 19 or 20 DTG bug support tickets over the last week. Some are serious, but most are pretty minor. Every time I get an email response, it starts "Hello, my name is Rafal, and I will be taking your support request today." It just seems strange that when someone replies to the same person's emails 5 or 6 times in 30 minutes, that they all start exactly the same way. I am not expecting a personalized 5 paragraph response to every ticket I send, because that would just be silly, but you'd think they'd vary just a little? So long that there is a chance that these bugs will be investigated at some point, and not dumped into an endless list I don't really mind. I was just curious if DTG support is all an automated thing done with bots, or if real people read the tickets we submit?
Hello there, all of your support tickets are received and read by real people. Given the high traffic of these tickets, support staff often find way to streamline how they work. Some also just have a certain style of answering emails or starting them. I hope this answers your question. All the best, Jan
Well, most customer support these days is AI bots and people from commercial call centers running through a list of scripted questions without knowing much. Any free form questions throw them off (esp when outsourced to students at some cheap labour campus abroad) and eventually you'll get hung up just like that. Proper consumer support by real people who know and care about your problem is expensive and time consuming.
Right, I mean I have a bunch of email templates at work Increases efficiency rather than having to waste time typing out a message. Of all the things that could possibly be wrong with the workflow, this ain’t it
That's what happened with mine! Also interesting that DTG points out that they have such a high volume of support tickets flowing in. For a game with such a low population to have that much churn in tickets is telling right? Perhaps this is a key indicator that they should hire some adults to run the business?
Can confirm they are real, I had a reply back on a ticket the other day (came back quite quick) I could tell by the way it was written that they would have had to read my ticket to word the reply.
