Love the responses from Supercell

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This is regarding a bug that was born with the last update. I already posted it on Bugs and problems board, ie. clan not searchable.

But this thread is not about that instead about the responses I receive from the Supercell when reporting the problem.

This was my first mail sent to them as a report from In-game button on July 6th:

To: clashofclans.android@supercell.net
Hey.
Our clan BringersOfRain is not listing when we search for clans. Please fix this.

(Not much of a formal email but, yeah, easy to understand)

Response I got for #4437072:

Staff. (Supercell)
Jul 11 22:52
Hello myName,
Thanks for contacting us and playing Clash of Clans!
Firstly, please accept my apologies for the delay in responding your email as we have been receiving higher volumes than usual. This is certainly not the customary time for a response and your understanding is greatly appreciated.
With regards to your query, please ask your leader or co-leader to request us with the clan name change and we will look in to it.
Have a great day and Clash on!
Staff Name. | Supercell | Player Support
Need more help? http://support.supercell.com/

And the request was closed.

I reopened a new request #4703919 with a following reply:

Hi why do we need to rename our clan. My clanmates are already in it.
I am trying to join it via android but I cannot join them because it cannot be searched and there is no game center kind of thing for android.
I am stuck being clanless.
I created a thread on forums but none from staff replied to it.
http://forum.supercell.net/showthread.php/327101-Cannot-Search-Clan-Try-to-find-BringersOfRain

Now I got the following reply:

Staff (Supercell)
Aug 12 10:53
Hello Gamer,
Thanks for contacting us and please accept my apologies for the delay in responding to your email.
I am sorry to hear that you cannot find the clan you are looking for. Please notice that when you search for a clan, only the first 65 results will be displayed, so it is possible that you will not find the clan that you are looking for if it has a common name.
We are working to solve this issue in the near future. In the meantime, I apologize for this inconvenience and thank you for your patience in this matter.
Have a great day and Clash on!
Staff Name | Supercell | Player Support
Need more help? http://support.supercell.com/

Now this is my response:

Hi thanks for the quick response.
when I search myclan name "BringersOfRain" I get around 10 results only. Out of those 10 I see our sister clans listed, ie, BringersOfRain2, BringersOfRain3 and BringersOfRain4. But I don't see my main clan " BringersOfRain" listed there.
I have posted a thread on the forums as well. Do check it out.
http://forum.supercell.net/showthread.php/327101-Cannot-Search-Clan-Try-to-find-BringersOfRain

(*by quick response I meant 20 days ;) )

Still waiting for another similar response now. Will update this thread once I get one or if this isnt closed/moved/deleted.

August 16th, 2014
KENdiabolics

It sucks

My clan also, diabolics, is having this problem. We are the only clan with this exact name, caps lower case and all. I also sent a email to sc, but they just said only the first 60 something results will be displayed. Not exactly satisfied you could say haha

been about out a month or two since problem started?
August 16th, 2014
DoctorDeath

So the problem is u cant search and find the clan u want to join? Why dont u just get them to invite you... damn dude, all that effort for something that takes 30 seconds.
August 16th, 2014
Ganzilat

This are automated responses. Why the hell do they need so long to generate a response?
August 16th, 2014
Coathanger

Quote:

Originally Posted by Ganzilat

This are automated responses. Why the hell do they need so long to generate a response?

Volume of tickets? Just a guess.
August 16th, 2014
nickee007

Quote:

Originally Posted by DoctorDeath

So the problem is u cant search and find the clan u want to join? Why dont u just get them to invite you... damn dude, all that effort for something that takes 30 seconds.

Might be easy as pie for ios users who have friends on gamecenter. But not the case with android users ;).
August 16th, 2014
Defiant

whats wrong with BringersOfRain???? The clan name I mean. My war clan, 420 Spartans is now unsearchable as well.
August 16th, 2014
Ganzilat

Quote:

Originally Posted by Coathanger

Volume of tickets? Just a guess.

A standard pc can easy generate thousands of e-mails a minute... They don't need the same capacity as for example google...

Quote:

Google now processes over 40,000 search queries every second on average (visualize them here), which translates to over 3.5 billion searches per day and 1.2 trillion searches per year worldwide.

source: http://www.internetlivestats.com/goo...ch-statistics/

If a human would answer I would understand it. But 1. the answers are computer generated and 2. they often don't get the question link in this post.
August 16th, 2014
Coathanger

Quote:

Originally Posted by Ganzilat

A standard pc can easy generate thousands of e-mails a minute... They don't need the same capacity as for example google...

source: http://www.internetlivestats.com/goo...ch-statistics/

If a human would answer I would understand it. But 1. the answers are computer generated and 2. they often don't get the question link in this post.

They are scripted responses not automated. This means a human needs to attempt to interpret the problem and select the correct response then paste it. This is also likely why people get responses that are similar but way off from their original questions.
August 16th, 2014
Ganzilat

Quote:

Originally Posted by Coathanger

They are scripted responses not automated. This means a human needs to attempt to interpret the problem and select the correct response then paste it. This is also likely why people get responses that are similar but way off from their original questions.

What sense does it have to get an answer which doesn't have nothing to do with the question?
Sorry but that is just dumb. A person would at least get the question and write something.
August 16th, 2014
Coathanger

Quote:

Originally Posted by Ganzilat

What sense does it have to get an answer which doesn't have nothing to do with the question?
Sorry but that is just dumb. A person would at least get the question and write something.

The way i understand most support works is that they have a list of common problems. An agent looks through the list of problems in order to find a solution for the customer. Agents are not always very familiar with every aspect of the product they are supporting and often are only familiar with the most common problems. Sometimes there is not a clear answer or the agent does not understand that the question differs from the common problems they have. This can lead to an agent choosing the wrong problem and giving the customer a response that is barely related to their problem.

If they typed out every response it would add increased time to an already back logged system.
August 16th, 2014
Ganzilat

Quote:

Originally Posted by Coathanger

The way i understand most support works is that they have a list of common problems. An agent looks through the list of problems in order to find a solution for the customer. Agents are not always very familiar with every aspect of the product they are supporting and often are only familiar with the most common problems. Sometimes there is not a clear answer or the agent does not understand that the question differs from the common problems they have. This can lead to an agent choosing the wrong problem and giving the customer a response that is barely related to their problem.

If they typed out every response it would add increased time to an already back logged system.

If it is a common problem then they can use the script, but if not, then it doesn't make sense to use it, because the customer sends a new mail. Like in this case there are so far 3 mails. This adds up. I think to write something appropriate would be much quicker then answer 3-5 mails with a script.
August 16th, 2014
Aleksander

Are you kidding me? A bit earlier today I tried for the first time ever search for your clan, BringersOfRain, and had the same exact problem, sister clans showing but not the first one. Talk about coincidences
August 16th, 2014
Blazenar

Quote:

Originally Posted by Coathanger

The way i understand most support works is that they have a list of common problems. An agent looks through the list of problems in order to find a solution for the customer. Agents are not always very familiar with every aspect of the product they are supporting and often are only familiar with the most common problems. Sometimes there is not a clear answer or the agent does not understand that the question differs from the common problems they have. This can lead to an agent choosing the wrong problem and giving the customer a response that is barely related to their problem.

If they typed out every response it would add increased time to an already back logged system.

These responses seem like it's a computer program that just searches the email for keywords and chooses a "most common" solution to the "problem." I can't believe someone would read the first email he sent and think that response they sent him is a viable solution.

Also, how many problems do they get a day where they are 1-2 months behind even responding to them? I read a thread where it took them 6 months to resolve a problem with no responses at all during that 6 month period. They could at least send out an email saying that they received their problem and looking into it.
August 16th, 2014
vinnyXo

Quote:

Originally Posted by Defiant

whats wrong with BringersOfRain???? The clan name I mean. My war clan, 420 Spartans is now unsearchable as well.

420 is censored, so since its in your name, it won't show up, try saying 420 in global :P