A letter to playdom support...

Again, someone really should teach you how to write non-rude, effective communications.

The issue I reported had to do with my in-game level not matching my profile level - not the tournament glitches (I might have mentioned that, but I actually put in a separate ticket mostly about that).

Anyway, even if your communications departement need an overhaul, that issue (level in game not matching level in profile) has actually been resolved - happened sometime yesterday. I don't know if it was anything you did except for kicking a server somewhere, but at least it is as it should be now.

Rules of communication: 

- Adress the issue mentioned

- Do NOT mention other issues without context

- Do NOT mention the lack of compensation.

When you break these rules the effect is:

- They didn't read my letter

- They are really incompetent, they are having other problems

- They are only afraid of claims, not interested in delivering good service

A better answer to my ticket about the miss-match between in-game level and profile level would have been something like this:

"Thanks for telling us!

This is a common/rare problem, that we thought was fixed/have never heard about before. 

It should hopefully go away when routine re-boots are done. Please report if you are still experiencing this xx-hours after reading this!

Again, thank you so much for taking the time to tell us! Gamer-feedback, especially about discovered bugs, are very valuable to us! Hope you continue to enjoy the game!"

It doesn't take much to give the gamer/user/customer a nice fuzzy warm feeling of being appreciated. Just as it is easy to destroy that.

And since I am giving out pointers on customer communication:

 -The issue of people wanting extra gold in compensation for glitchy tournaments 

Your current stock-phrase isn't good:

"Unfortunately, we will not be able to credit any gold or items that may be missing for these tournaments."

It is too impersonal, and too absolute. A better way of putting it would be:

"In the interest of fairness, since these technical glitches seem to affect all players equally, we have decided to not compensate for any losses reported via the ticketing system by issuing credits of gold or items. We do appreciate every report, and we hope to be able to offer our long-time players some small rewards in the future."

And then, at some point when things technical are a bit better sorted (2-4 weeks?), you give everyone registered before a certain date (probably not including me, since I am pretty new on the platform) some small thing: a few avatar outfits, a collection of extra legends, anything really.

And you announce it publicly in the forum! There are few things as attractive and enticing as a company that is seen to value long-time loyal customers.

HTH, HAND

            Aspsusa