Supercell Support: FAQ and Queries
PLEASE READ DISCLAIMER: I am not affiliated with Support or Supercell, and this is based off of my experiences only. All things said have happened, so they are fact but this does not mean all cases will be like this 100% of the time. Please use this as guidance opposed to anything else. And if I state a fact, its based off of my experiences. Saying this so I don't say it 100 times in the thread.
PRE THREAD MESSAGE: Although CoC is the referenced game, and I've only tested on CoC, it should be the same across all 5 SC games. I can't guarentee that, so the should stands.
Support. It's like describing Liverpool Football Club. They can be brilliant. They can be your shining light. And they can be your worst nightmare. Especially if you rely on them (Like I do. Bittersweet. #LFC4LYFE). I find the best time you'll have with support is without them, as generally you shouldn't need them.
But you do need them on occasion, and that's why I make this. I see story after story of Support not doing this or them being a strict group. Well, this is untrue. Support have the ability to help your predicaments, but they won't always. Which brings me to point one.
1. Support won't answer me/I get an automated response! What do I do?
Well firstly, Support are humans. They get thousands upon thousands of tickets (a ticket is each time they receive a message from a player. Repeated messages without a break in conversation are a single ticket) daily and it takes time to reply. An experiment I did is I used two devices. I have asked support a question, and waited on a reply. The stronger device got a quicker reply both times. But this may be coincidental. So I tried again. Weak device was super polite, Stronger device was more arrogant. Weak device got a message within 20 mins, Strong one was waiting overnight.
To show, phrasing is key. Be polite to support and expect an answer back helping you. And if it takes a while, DO NOT POKE SUPPORT!!! This is the one step that will make Support less likely to reply.
The second part, if you get an automated response, don't worry! I had a name issue with my friend changing my name to contain my RL name. Not fun. I sent to support, blah blah and got an automated response. There is one simple step to get a human response. NO. You always get the prompt, "Was this reply helpful?" Say "NO" and you will get a human response. This scenario worked and my name changed. Support won't always do what you ask, but they will reply.
2. I have no way to contact support!
There are two ways of dealing with this issue.
1: Go into a random question and say this wasn't helpful. Boom, you have a window to talk to Support. I've heard this has issues for some players, so onto number...
2: Go to this link: http://supercell.com/en/support/ and pick your game. It should take you to an Out-of-Game chat.
3. Why can't I contact support?
Well there is one reason I see most around on these forums. (I say most I mean only.) That reason is how YOU behave towards Support. If you spam, or are rude to support then they will take away the ability to contact them. Don't be worried, you have to be a rather large toxic fluffy bunny to have this bestowed upon you. That's all there is to it.
I guess you want a solution! Well I have one! Go to the above link (or here http://supercell.com/en/support/) and no one knows you were a toxic fluffy bunny to support! Just.... Don't do it again.
4. Support won't do _______!
Well, to answer this there is what support CAN do and what support WILL do.
Examples of what they WILL do consist of:
Name changes/ clan name changes,
One time gem refunds after accidental purchases,
The ability to ban players for breaking rules,
The ability to change a players base design. (Report for offensive base)
This is stuff I've seen them do. Can they do more? Almost certainly. Will they do more? Depends. Support won't change your name from "Despacito" unless you give them a valid reason. (And the song sucks is not a reason. It's simple factual opinion.) A suitable action causes a reaction. Anything else causes the effect Trumps wall will have on immigration: None.
5. Support don't play the game!
This is based off of one case in particular, but I have an answer to the validity of that.
FALSE.
Supercell Support play the game. I was chatting with a support member (he was a nice chap) and he recommended a few attack strategies for my level, with multiple Up-2-date guides. Other times I've heard them reference things only clashers would know. They DO play the game, and the argument they don't is (under my experiments) FALSE.
6. My reason is valid but Support didn't do anything!
Support have the final word in all circumstances. Although you, your friends, your dog, your gamer grandma and BlindHaze may all think its a great reason and you should get whatever you asked for, sometimes support gets on the other end. Maybe they lost a game of CS. Maybe they can't beat the Perfect Run. Maybe they just disagree. Anyway, Support have the final word. Its not always right, but its final. You may be able to persuade them but doing your best PewDiePie impression won't work. Be polite, civil and logical. You never know.
7. What will Support do/When will they do it for me?
Well Support will do what was outlined in 4, but as a refresher:
Name changes/Clan name changes,
One time gem refunds,
Banning players with reason
Changing a players base/name
To go in depth to each,
The name change only happens in certain scenarios. You must have a name thats either inappropriate, offensive or contains your real name. If it contains something obviously offensive or your name, Support should change it. If its grey territory (rude slang for instance) it may be harder to convince support to change it. And anything that isn't one of the above is invalid (to my knowledge.) So things like "my friend changed it to a meme" or "I used to like that song" don't work.
A One time gem refund occurs when you make an accidental gem spend, and you ask support for the gems back. I don't know a huge amount, but it is truly a one time thing (to my understanding), and don't abuse the system. Trying to con SC for free gems is a bankable offence for obvious reasons.
If you see a no-no somewhere in Clash, support instantly become your bestie. First things first, double check that they're doing something wrong. I mean if its clan stuff, check the rules first. Next, take a screenshot or supply a player tag in event of name/base design. Explain what they did wrong and be neutral (don't be one sided, see it from their perspective). Wait for a reply to see if they've taken action. If its a valid ToS break, then they should earn a punishment.
This ties into the last one, but support can change names or base designs when they are inappropriate. If you report a base design for having a swear in it, the base will be changed by support (happened to me. Saw a guy with a swear in his base, reported, no longer swearing.). I'm assuming the same works for names, but I can't say for sure.
8. I got permanently banned!
Well to give a blunt answer: There is nothing you can do. They arer nonnegotiable and permanent is permanent.
To give am answer that includes support, talking to support does nothing to change the outcome. There is no benefit to talking to support, and it wastes your time and hopes.
9. My base has been lost for ______ reason!
Well firstly, it’s not a death sentence. It happens occasionally. But this is a one time thing. If you lose your account twice then you ain’t getting it back. (So I’ve heard.) But it ain’t an easy thing, and you won’t get it by asking kindly.
Firstly, you need to know every snippet of info about the account. Simple stuff like clan and base name and EXP level. Hard stuff like last log on, purchase history and date made (first downloaded). This is all I know of, but keep in mind other random stuffs.
That's all for now folks! Ill try adding on to this if i have a new question! If you have a question, post it and I'll try answering it! If you have a Q&A, P/VM it to me and I'll credit you on thread with your Q&A!
Cheers. Bakus.
(And my reserve can go back into cyberspace lol)
