Post by BostonGirl on Feb 17, 2022 13:19:21 GMT
Before I start, I want to make clear that just today I was marvelling at how well HD plays. I play a number of other games casually and the bugs and glitches are numerous. HD is remarkably stable especially in real-time changeovers.
That said:
As I wait here for a call from Apple to sort out a long standing App Store issue, I decided to click on “What We’re Playing” in the App Store. Hay Day was featured close to the top. Curious I clicked on the reviews.
A huge number of the one-star reviews were complaints about people losing their farms for one reason or another - many after HD ended SC support for Facebook. Some persons were banned for 30 days for trying to get their farms back - accused of phishing. While some might well be phishing, a lot of them sounded sincere. Unlike some games, nobody at SC responds to the reviews. And with the loss of the official forum, there isn’t even a Nick - and others - with real contact with the team to assist the desperate. At least officially. Some of the complaints seem as if they would be easily resolved if customer service reps just spent a little time working on them.
It struck me that SC really needs to address the quality of their customer service. There have been complaints for years. I know I was made to feel like a liar and a thief - and stupid to boot - when I tried to get them to refund diamonds after a glitch in-game took them. I never did get the diamonds back and I resolved to never contact “Support” (ha!) again unless absolutely necessary. There is a clear and substantial difference between support given to technical issues (“can’t get SCID to work”) and support given to - what I am calling - gameplay issues.
In a really interesting article posted here justhayday.boards.net/thread/948/supercell-annual-year-review-ilkka by our own Cowslips the CEO never mentioned customer service - not once in a blog post dedicated to their efforts to improve customer experience. That just boggles the mind. Is it because most people - like me - just keep playing anyway despite complaining? That’s dismissive and actually makes me sad.
And still, here I am wondering when, if ever, I’ll get to check out Everdale. So maybe Ilkka is on to something - build a good game, then if you ignore them, they will still play. sigh
That said:
As I wait here for a call from Apple to sort out a long standing App Store issue, I decided to click on “What We’re Playing” in the App Store. Hay Day was featured close to the top. Curious I clicked on the reviews.
A huge number of the one-star reviews were complaints about people losing their farms for one reason or another - many after HD ended SC support for Facebook. Some persons were banned for 30 days for trying to get their farms back - accused of phishing. While some might well be phishing, a lot of them sounded sincere. Unlike some games, nobody at SC responds to the reviews. And with the loss of the official forum, there isn’t even a Nick - and others - with real contact with the team to assist the desperate. At least officially. Some of the complaints seem as if they would be easily resolved if customer service reps just spent a little time working on them.
It struck me that SC really needs to address the quality of their customer service. There have been complaints for years. I know I was made to feel like a liar and a thief - and stupid to boot - when I tried to get them to refund diamonds after a glitch in-game took them. I never did get the diamonds back and I resolved to never contact “Support” (ha!) again unless absolutely necessary. There is a clear and substantial difference between support given to technical issues (“can’t get SCID to work”) and support given to - what I am calling - gameplay issues.
In a really interesting article posted here justhayday.boards.net/thread/948/supercell-annual-year-review-ilkka by our own Cowslips the CEO never mentioned customer service - not once in a blog post dedicated to their efforts to improve customer experience. That just boggles the mind. Is it because most people - like me - just keep playing anyway despite complaining? That’s dismissive and actually makes me sad.
And still, here I am wondering when, if ever, I’ll get to check out Everdale. So maybe Ilkka is on to something - build a good game, then if you ignore them, they will still play. sigh
