Info from Support

I am not steaming....I truly am trying to be patient but admit to being very confused.

I have been referred to support for several issues (I won't discuss them here) but they keep telling me they have no update. One is approaching 3 months old. The most critical one is more than a week old and still no info. Typically issues are resolved fairly quickly but why are issues being ignored? The support contact tells me she asks for updates but has not heard back from the department. The latest question I have is critical to this next event but no answer is forthcoming. What am I supposed to do?

 

Hello puppiesnponies.

We apologize as we cannot assist you in the forum, as you have contacted Support regarding these matters. Support is above our rung on the Farmerama ladder .

Support will give you updates as soon as they are available.

Can we assist you further?
Intrepideur.

 

My question is that is it normal business practice to wait to give updates weeks or months later? I know here in the forum, you try to answer/address issues within 24 hours. I guess I don't know if I am supposed to wait for an answer or just assume the worst (being the current situation) that the problem will not be address/fixed/updated. Just looking for general guidance and not an answer to a specific problem since that has been forwarded to support.

 

Hello puppiesnponies,

Support inquiries are addressed in 24 hours tops as well - if you have not received an answer, please double check if your ticket was successfully sent and you have received the auto-reply. If Support tells you they have no update, you are being assisted and kept informed, and they are surely doing their best just as we do - but you have to remember that neither of us is a game developer or designers so certain issues have to be clarified by the higher ups or fixed by them. As you can imagine, there is no interest in "hiding information" or not informing players when information is available. One issue can take 10 minutes to be addressed, others can take a few business days, other can take a lot longer to be sorted, worst case. If you have waited 2 months for an issue, with all due respect, it might not be as critical or have a high priority as all the issues going on lately - which were affecting the whole community. It is just an assumption of course, I apologise if I am wrong, and I hope this doesn't come across as inappropriate, it is the last thing I want - but all we can do is advise you to wait for Support to inform you when they get an update.

To make a comparison, we are now waiting for an update regarding the mill calculations - there is nothing we can do apart from waiting for the QA Team to look into it and let us know which one is correct, which one is wrong, and then we can post an update. There is no point in repeating daily that we have no answer yet, because as soon as we know something, we will share it with the community.
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Best regards,
teddy.bear

 

Thank you teddy for your response. I do understand the difference between critical and non-critical issues and the time needed to devote to solving those problems. I also understand the difference between what may be important to me and my farm is not important to others. It just seems that some of the issues are languishing and with the increased amount of time that has lapsed they are being forgotten. For example, while waiting for an update to a current issue, I was asked if I wanted an older issue closed or if I wanted to request an update. I was still waiting for an update on that issue so I don't know why I would be asked if it could be closed. I know there is nothing you can do but the latest issue is a problem for the upcoming breeding event and my being able to participate is predicated upon the update that I am still waiting for. I am upset (not angry) but I do thank you for 'listening.' I guess you can close the thread because you can do nothing and I can do nothing. I'm sorry.....

 

On behalf of all who assisted, you are welcome.

We can only suggest, that you continue seeking your updates, until a satisfactory is reached.

You have no need to be sorry. Good luck.

Closing as requested.