Adding to Sekhmet's post, I also agree in getting more people that are people-friendly. Ask some of your mini-mods to participate and see if any of them can be a good fit. I know Subeta's not in a financial position to probably hire more UAs, so it might mean using more volunteers instead. Not sure what the right answer is for that.

Also agree, don't promise things and then casually forget about it, hoping the rest of us forget too. Case in point: Still no 2018 Morostide items, just say they'll be dealt with next Morostide instead of just saying soon for the next few months. Don't even get me started on the storytelling contest that never happened either. Always an excuse comes up.

Whispers Tea House

Back in December I had been logged out of Subeta for some reason and when I went to log back in it wouldn't let me. I forgot that the e-mail I had originally made this account under was one I had shared with someone else and no longer had access to, so having the site send an automated e-mail with a thing to click to reset my password was pointless. Now yes part of that was my fault, but without access to making a ticket and not wanting to make a secondary account and risk getting myself frozen or warned or in other trouble I did the only thing I could - I e-mailed support.

Mostly my concern was that I have a GA, and I didn't want to lose any of the days on it being unable to access my account. When I didn't hear back within 24 hours I got in contact with the other person who used to share the e-mail with me, had them let me back in long enough to get back into my Subeta account and change the e-mail to one of my more primary ones and the password to something else and was able to get into my account with only one day lost.

By comparison it took almost 9 days for staff to supply an e-mail back to me and ask if I had resolved the issue instead of offering me help. I replied that I had indeed remedied the issue on my own time and there was no further need for a response from them. But that was 9 days where I would have lost GA time, and another gods only knows how long I might have lost waiting for a response if I had told them I had not resolved the issue.

The few times I have had to file a ticket on site I have not been impressed; 24-48 hour wait time bare minimum (sometimes upwards of a week or more) and usually a lot of back and forth with the person assigned being not super helpful/doing the bare minimum in attempt to appease me. All in all I have legit just never been impressed with Subeta's customer service, and when it deals with real-world money like lost GA time or the point of this thread which is being charged but never getting what you paid for, it's really just another thing that's contributing to Subeta's slow downward spiral.

In completely unsurprising news, it's no longer the weekend but my ticket, given to a "supervisor" still hasn't been replied to.

My ticket requesting reassignment to or hasn't even been assigned to any staff member at all.

Any word on any of your tickets ?

[Edit] Updates: unassigned ticket was finally assigned and handled. Account was credited the missing 2k CSC by the staff member assigned, an apology for delay given, and a note that the issues with the weird expiration date on the subscription for the GA has been forwarded to programmers.

I appreciate that this is finally being handled. It's a very frustrating situation and I hope everyone else having this issue is getting the same results I just got.

nope mine is still waiting on a response. Happy for you though!

:/ I'm sorry. Hopefully you'll have an answer today as well. It might be worth nudging the ticket as I'm not sure how their notification system works and if the staff member it was reassigned to has gotten the notices.

I don't use Twitter, that kind of stuff needs to be mentioned in the damn news. I am aware of the carnival still being all dressed up, but nothing has been mentioned further.

I know things can be hard for you, so always happy to help you out, ~ ❤️

If you're gonna be patronizing, at least be more subtle, darlin'. ❤

There's no morostide items actually going out in the carnival as far as I've been able to ascertain. So the Twitter post is maybe a preview of what's coming? It's also not showing the balloons they previewed for balloon hunt either.

So, if that's how they'll be giving out morostide items, hopefully they'll make a news announcement and not rely on Twitter which quite a lot of folks here don't follow them on.

But nobody is actually missing any official announcement on site at the moment about that.

Thank you! Still nothing, but it is just Monday, so maybe by the end of this week. Anything your way yet?

I stepped away for awhile as I was too attached and heated about things that didn't matter. That said; I'm finally reading back through everything, so this may be a long post.

Frankly, and in direct response to , I think one of the ideal situations would be to add a position to staff that is a CSR. Someone who can do the day-to-day hopping around on the forums/ticket interim/face of the customer interaction. There is a reason most companies have this. Just having a face to put out there and explain issues, confirm things, calm down the public, etc., would be invaluable. I think that being the main job of this person would ease a lot of burden on staff. I did get snarky with you both, and I apologize. You're right, , you're not a CSR. And to function outside the realm of your job description isn't something that should be required of anyone. I appreciate you stepping out to help. I do. And , I realize there's not much else that can be said. But what I think also needs to happen is the ownership of the fact that while Subeta has made stride after stride in "getting better," it's still not within a stone's throw of where it needs to be on communication. At some point the recognition of lack of site involvement has to come down to the disillusionment of how Subeta -- as a whole -- handles issues, customer complaints, and day-to-day frustrations. Someone as an in-between through Staff and Players to talk these issues over and be a voicing point would take the stress off those that don't have the ability/knowledge/skillset.

Unfortunately still nothing for me as well. As someone who is paid to respond to customer concerns/project issues/invoices/accounting/etc., I usually lump "after the weekend" into "the beginning of the week," meaning Monday-Wednesday. I figured I'll not be surprised/worried/shocked until at least Friday. Would I like/hope this would be resolved faster? Yes. But, eh. I've waited this long, right?

[edit]

I also forgot. After my data collection I found a ticket that still hadn't been assigned to a staff member as of yesterday and a ticket still assigned to the "let go" UA. Things falling between the cracks like this is concerning and lends more to "the sky is falling" than even code breaking for me. Once a support system fails the infrastructure is inconsequential. If people don't feel heard or important it doesn't matter how well the code does or doesn't run.

As I mentioned -- I do this exact thing in a different line of work. I respond to emails -- regardless of activity -- no less than every 3 days. Even if it's just a "hi, checking in!", "stalled still!", or whatever. I also have notifications that let me know not only when someone emails me back, but when it's been a certain amount of time since they (or I) have gotten back in touch. I have a nudge system if they've sent an email to one of my Project Managers and that PM hasn't gotten back in contact yet. Are these things not current in the structure of tickets? Would these fail safes be hard to implement? Even if you keep it in a google doc sheet, or use a software (we use Monday.com).

:/ Man, I'm sorry - I know you've been waiting much much longer than I have for a resolution. I hope you get one sooner rather than later.

I'm of the same mindset in regards to responding to customers, even if it's to say there's nothing to say yet. It's really disheartening to see no response, no ticket assignments, etc etc. And, like you, that concerns me a lot more than a broken code which I know is being worked onbin the back end. I've done even basic coding and understand that sometimes the smallest thing gets overlooked and can have a big impact and it's just a matter of finding out where it's falling off. But customer service is absolutely something that has to be taken into great consideration, especially with a company that relies heavily on customer spending to keep the business going.

I love this site, I love the friends I've made and the plots when we have them and the annual events. I love being here and being able to support it, but I hate the way we have to tiptoe around staff feelings sometimes even when all we're doing is giving valid concerns. Every time I have to bring up something, I worry if today is going to be the day a staff member is going to decide to ban me from forums or decide that now every ticket I have to make or submission of cws is going to be scrutinized/ignored/denied because someone is upset that I've complained about something.

I'm not alone. There are...so many people who are afraid to make tickets or voice concerns because of staff retaliation that has happened or because of the way we get responded to. Someone who's job is to front face and be a CSR would (hopefully) make a world of difference in that respect, provided they can remain professional in their interactions with users.

Like...I'd be fired so fast if I talked to our customers the way I've seen some staff respond to users. It's not everyone, but the way some do affects the opinions of staff as a whole, and also creates a strained relationship with users in which everyone's hackles get up way faster than they should during interavtions.

I do appreciate both of you taking the time to address this. I know I am mostly on the back end of ticket because I started this process on 12/6/19 and was looking for a solution since I had submitted my ticket, commented/replied to my ticket, and emailed with no response. I do want to apologize for any hateful/snarky attitudes on my part. However, I too work with the public and understand the important of people not being left high and dry without any word or acknowledgement. I mean it is just $14.99, but at the same time I am a normal person with a normal job and income. So I make the decision where my money should go knowing I have to sacrifice somewhere else. That still doesn't allow me to be a jerk, so I am sorry.

If I am being honest, I do feel that our tickets should at this point be considered a priority because I don't get to pick the staff my ticket is assigned to and I don't get to decide if that staff remains employed or not. I have loved Subeta and played on/off for years. So, I really don't want to let this deter me from enjoying the content. The site is hateful/laggy/slow/annoying, but I am still here trying to participate and even still purchased other items in good faith that I would get them. I would say that is putting my faith in you, tbh. I don't like to waste my loyalty boxes on game time, but I wanted to continue playing and enjoying your site.

Just an update as of 9:56 ET my ticket has been addressed and my GA & CSC awarded. Thank you.

- My ticket was resolved as well. GA/CSC awarded.

Yeah, carnival/TOT thing's not live yet, they appear to still be testing it before letting us get those sweet, sweet, old Morostide items. (hopefully doing some balancing so we don't all end up with a million ear items. ha.) I'm sure that, whenever that little feature finally gets done, they'll make a news post about it.

I just didn't think that something like that really needed to be thrown about in a thread about you guys losing your money for soooo long & not getting what you paid for & not getting any sort of reply!? &, man, I was considering doing a sub on here and this whole thing has really put me off it. Glad they're doing something about it/finally getting at you guys, but damn that's a long time to go with nothing.

I'm not here for drama, you are, though, by starting with me, and I suggest you stop. I have my own legitimate concerns for the site and am simply adding my own evidence when someone mentions something.

The site's communication between user and staff is crippling, and empty promises are plenty relevant to the basic gist of the topic at hand regarding lacking in communication. On-site communication at that. Not everyone uses social media, or even every social media platform out there, that is ignorant and naive of you to single me out when plenty of others on here may not use Twitter either.