Hirez Support Experience

[( °□°）]

If you've ever had to deal with the support team, how long did it take for them to actually resolve your issue?

For me, I sent a support ticket, didn't hear back for 7 days, and then got a generic "We've forwarded the issue..." email with no more information provided. Also, it said to use the "bug report form" in the future, even though I'm not reporting a bug. That's the main reason I think the email is just a catch-all automated solution, and my problem is, therefore, "resolved" as far as they're concerned.

It's been two weeks now btw.

[jagholin]

Less than a day. In my case there was a delay syncing my purchases in Smite 1 with Smite 2 account, so I was concerned.

This was when S2 was still in alpha.

[The Grimm Reefer]

Honestly mine are usually within 24 hours as well unless it's like a holiday or a weekend. Or if it's a big issue sometimes 48 hours. But they've never just left me hanging for more than a few days. Hi Rez has support on their smite2.com website, may try contacting them directly instead of through Steam? May make a difference?

[Wadowicki Goblin]

It's small indie company

[Zatanna]

I recently had a 12 day old ticket closed without the problem being resolved. In the past, they've been super communicative and quick but they've been taking on a lot with their newest update schedule so who knows.

[Xienen]

Originally posted by Companion Cube:

If you've ever had to deal with the support team, how long did it take for them to actually resolve your issue?

For me, I sent a support ticket, didn't hear back for 7 days, and then got a generic "We've forwarded the issue..." email with no more information provided. Also, it said to use the "bug report form" in the future, even though I'm not reporting a bug. That's the main reason I think the email is just a catch-all automated solution, and my problem is, therefore, "resolved" as far as they're concerned.

It's been two weeks now btw.

Since our free to play launch, our relatively small support staff has been buried under a mountain of tickets. They are absolutely doing their best, but they're only human and there's only so much time in the day, which is why I'm here helping players out, as well.

Can you please tell me the nature of your issue?

[( °□°）]

Originally posted by Xienen:

Originally posted by Companion Cube:

If you've ever had to deal with the support team, how long did it take for them to actually resolve your issue?

For me, I sent a support ticket, didn't hear back for 7 days, and then got a generic "We've forwarded the issue..." email with no more information provided. Also, it said to use the "bug report form" in the future, even though I'm not reporting a bug. That's the main reason I think the email is just a catch-all automated solution, and my problem is, therefore, "resolved" as far as they're concerned.

It's been two weeks now btw.

Since our free to play launch, our relatively small support staff has been buried under a mountain of tickets. They are absolutely doing their best, but they're only human and there's only so much time in the day, which is why I'm here helping players out, as well.

Can you please tell me the nature of your issue?

I understand the team is busy and you're probably getting support tickets regarding complete bull**** (assuming from some of the posts here in the discussions) however, the response just felt weird as I wasn't really reporting a bug but it still said "next time use the bug form and look at trello". Anyway, I had a question about the Ranked Tester Badge awarded at the start of the OB. I think I should've gotten the "100 matches played" badge as I played more than a hundred matches (shocking, I know), at least according to tracker.gg. I had the last few matches finished during the few days before the OB update went live when the update was, I guess "somewhat live"? Like the game said it's beta but it was still alpha...

I remember innocentrabbit posting on Twitter that the progression towards the badge was still active during those in-between days.

The most pressing issue, as you can see, that needs to be addressed immediately... no, I wouldn't mind waiting (it's just a badge), it's just that the response I did get was not really a response.

[Xienen]

Originally posted by Companion Cube:

I understand the team is busy and you're probably getting support tickets regarding complete bull**** (assuming from some of the posts here in the discussions) however, the response just felt weird as I wasn't really reporting a bug but it still said "next time use the bug form and look at trello". Anyway, I had a question about the Ranked Tester Badge awarded at the start of the OB. I think I should've gotten the "100 matches played" badge as I played more than a hundred matches (shocking, I know), at least according to tracker.gg. I had the last few matches finished during the few days before the OB update went live when the update was, I guess "somewhat live"? Like the game said it's beta but it was still alpha...

I remember innocentrabbit posting on Twitter that the progression towards the badge was still active during those in-between days.

The most pressing issue, as you can see, that needs to be addressed immediately... no, I wouldn't mind waiting (it's just a badge), it's just that the response I did get was not really a response.

Alright, now I see both sides of the equation that lead us here. Customer Support is generally focused on things involving money, so anything that you were supposed to get "for free" is something they want to see go through some other route to get it straight in front of the game developers. I'll talk with them about your experience so that we can do better in the future.

As for your issue, I've taken a look at your account and confirmed that you were over that threshold, so I've added the badge to your account.

[( °□°）]

Originally posted by Xienen:

Alright, now I see both sides of the equation that lead us here. Customer Support is generally focused on things involving money, so anything that you were supposed to get "for free" is something they want to see go through some other route to get it straight in front of the game developers. I'll talk with them about your experience so that we can do better in the future.

As for your issue, I've taken a look at your account and confirmed that you were over that threshold, so I've added the badge to your account.

Thank you <3. I had a suspicion that this was somewhat the case as my problem involved an in-game mechanic that a customer support person wouldn't necessarily be familiar with. I wouldn't rate my experience as bad but I'd rephrase the message a person gets when an issue must be forwarded/escalated to other departments.

[Xienen]

Originally posted by Companion Cube:

Thank you <3. I had a suspicion that this was somewhat the case as my problem involved an in-game mechanic that a customer support person wouldn't necessarily be familiar with. I wouldn't rate my experience as bad but I'd rephrase the message a person gets when an issue must be forwarded/escalated to other departments.

Thank you for your patience, understanding, and pointed feedback!

[Internet Waste]

Originally posted by Companion Cube:

If you've ever had to deal with the support team, how long did it take for them to actually resolve your issue?

For me, I sent a support ticket, didn't hear back for 7 days, and then got a generic "We've forwarded the issue..." email with no more information provided. Also, it said to use the "bug report form" in the future, even though I'm not reporting a bug. That's the main reason I think the email is just a catch-all automated solution, and my problem is, therefore, "resolved" as far as they're concerned.

It's been two weeks now btw.

That seems about average.

At one point in time my Smite 1 account was hacked and I lost access to it.
Understandably, the process was lengthy, to ensure indeed that I was the owner and all that, a ton of things and evidence to provide. Unfortunately, the hacker had managed to change the e-mail assigned to the account. He couldn't do anything, since the new 2FA was going through my new phone number, but I couldn't really do anything either since messages would be sent to his registered e-mail.

After almost two months of this, after HiRez support acknowledging that I was indeed hacked, the legitimate account owner, tons of receipts and proofs of purchase, once I explained this situation and provided more input about it, their response was...that they couldn't do it. Only the account owner can change the e-mail. Which has to go through 2FA - my new phone...and the hacker's e-mail.

So yes, two weeks or so would be average.

[TimesStation]

Originally posted by Wadowicki Goblin:

It's small indie company

uh 300+ employee's is not a small indie company just thought you should know that.

[neonhigh]

I'm honestly just hoping Dandy was one of the people laid off. I don't know if he had a personal vendetta against me, didn't want to do his job and phoned it in or was actively trying to screw players over, but I received a ban on my smite 1 account after playing from beta to 2020 with not even a single leaver or suspension, supposedly for misuse of cheats or something? I pointed out eac hadn't banned me and that the ban had come from either support or a hi-rez staff member, which is like..entirely against tos. I provided proof.

He then changed the entire story from the dozen previous people telling me I'd been banned for cheating, to me being banned for threats, abuse and death threats. Funnily enough, despite saying he had chat logs, he never provided them. Anytime I contacted support for them to, y'know, do their job and support me in the blatant unfair banning, he personally closed my ticket.

I hope Dandy gets the life he deserves.

Oh, and for reference and to show how utterly useless/incopetant the support staff are, no I'm not unbanned. No they won't admit it was a false positive or an intentional misuse of power, despite eas calling them out repeatedly on their active lies. No I didn't cheat, and no they won't unban my account because they're somehow now sticking to me threatening people. Despite me having severe anxiety at the time and never using chat in any way.

[neonhigh]

EYY HE'S GONE.
Ding dong. The bi- witch is dead. Maybe now I can get my account banned.

[HighLanderPony]

Originally posted by Xienen:

Originally posted by Companion Cube:

If you've ever had to deal with the support team, how long did it take for them to actually resolve your issue?

For me, I sent a support ticket, didn't hear back for 7 days, and then got a generic "We've forwarded the issue..." email with no more information provided. Also, it said to use the "bug report form" in the future, even though I'm not reporting a bug. That's the main reason I think the email is just a catch-all automated solution, and my problem is, therefore, "resolved" as far as they're concerned.

It's been two weeks now btw.

Since our free to play launch, our relatively small support staff has been buried under a mountain of tickets. They are absolutely doing their best, but they're only human and there's only so much time in the day, which is why I'm here helping players out, as well.

Can you please tell me the nature of your issue?

Excuses. Hire more people.

[Xienen]

Originally posted by neonhigh:

I'm honestly just hoping Dandy was one of the people laid off. I don't know if he had a personal vendetta against me, didn't want to do his job and phoned it in or was actively trying to screw players over, but I received a ban on my smite 1 account after playing from beta to 2020 with not even a single leaver or suspension, supposedly for misuse of cheats or something? I pointed out eac hadn't banned me and that the ban had come from either support or a hi-rez staff member, which is like..entirely against tos. I provided proof.

He then changed the entire story from the dozen previous people telling me I'd been banned for cheating, to me being banned for threats, abuse and death threats. Funnily enough, despite saying he had chat logs, he never provided them. Anytime I contacted support for them to, y'know, do their job and support me in the blatant unfair banning, he personally closed my ticket.

I hope Dandy gets the life he deserves.

Oh, and for reference and to show how utterly useless/incopetant the support staff are, no I'm not unbanned. No they won't admit it was a false positive or an intentional misuse of power, despite eas calling them out repeatedly on their active lies. No I didn't cheat, and no they won't unban my account because they're somehow now sticking to me threatening people. Despite me having severe anxiety at the time and never using chat in any way.

Ugh, I'm sorry to hear about this, mate! I may or may not be able to get your original account unbanned on SMITE 1, but I can at least make sure you have all of your Legacy Gems from that account. I looked at your Steam account and found the SMITE 1 account attached to it, but confirmed that it's clearly your newer account. What was your SMITE 1 in-game name on the old account?