We all have given feedback about our frustrations with the current report system, 343 Industries has acknowledge that frustration and promised us something will be released in February. So this post isn’t to complain about the lack of transparency or about the lack of anti-cheat. I would love it if we can keep the topic focus on expectations as a customer vs level of customers. I want to know what the community thinks about this and discuss it in a manner that can benefit everyone.
Starting from the beginning, 343 requested that everyone send in tickets to report players. However, the report must contain footage. We are all aware of how time consuming this request is and that it could take anywhere from 15-30 minutes to report a single player. Originally, I was hesitant to such a commitment because it could mean I would be spending more time reporting players than playing the game. However, at the request of 343, I complied because I felt proving video evidence would make their job easier thus freeing up resources to help improve the game quicker. The following 3 days I reported 7 players. If i remember correctly it was 2 groups of 3 players who knew each other and only one solo cheater I ran into. So the number of players I reported doesn’t represent the frequency of cheaters I ran into.
On the 3rd day, I noticed I wasn’t getting any response from support. I figured I would wait a week give it some time and someone would respond to me. That did not happen. Due to lack of a response, I put reporting people on a hold for while. A week later, I decided to give it another shot because I ran into a group of 4 using cheats. However in order to save time, I decided to submit one ticket for the whole group and provided at least single video per person. Another week goes by, no one response from the support team. I continue to play the game and kept running into cheaters but I didn’t report because I felt like the level of the cheating didn’t exceed any of my prior reports that were ignored. My next report comes from when I ran into a 4 man group using cheats. To spare time, I only attached one video for each person because I was fairly confident it was going to be ignored.
Now to bring us to the present, I finally received a response from 343 for my very first report one month after i submitted it. I am excited to receive the email. I open the ticket and I receive a very generic response. However, I am happy with the response! I felt like I was heard. It was my first ticket and I probably didn’t capture the essence of a cheater correctly. However, I was sure I learned the correct way in my other videos so I will just wait for those responses because they have to be different, I mean a guy is literally looking at a wall tracking players. Unfortunately, for the next 2 days I received a series of responses for each report on the month anniversary of the report. Obviously this is just a generic bot replying and closing the ticket. The feeling of being heard was taken away and I felt extremely unappreciated as a customer by 343. I spent a good amount of time complying with demands and in return I couldn’t even get a person to respond to me. I have two more tickets in the queue that I am sure will receive the same response.
What I wanted as a customer: I really didn’t care if the person was punished or not. Obviously, that would be my dream situations but I understand that it wont happen all the time. However, I thought I would at least get a response saying “You video doesn’t show cheating” or “can you explain more or provide us with x”. I even thought that they may provide a little coaching to help teach me what to look for. Any scenario remotely close to any of these would have been OK for me. However, receiving a generic bot response for all of the time and effort I put into reporting left me feeling unappreciated as a customer and I still feel that way.
Am I excepting too much as a customer? or Is this a acceptable level of customer service? Where do I go from here? What can we learn from this?
I am thankful for anyone who takes the time to read this and respond. Below are the pictures of my experience
These are the tickets that are now closed with zero response from 343
https://imgur.com/iAUENw0
Here is the generic messaged i received for all of them
https://imgur.com/sEm7qUY
Here are my future tickets that I am sure will be automatically closed out at the 30 day mark.
https://imgur.com/YmIfFpL
https://imgur.com/mCTN076