♥♥♥♥ers, Clash need a better report system?

[Dreams2Reality]

Same happened to us our past war. Nearly exact same actually.

As as you can see here, it was the first attack on the base (attack on #10). http://m.imgur.com/c4PpKzP

And there are so many possible spots for giant bombs that it would be near impossible to get so lucky to guess them, and I don't believe this is a popular base. http://m.imgur.com/0sf0qQk

Yet this guy easily found them with 2 giants and 2 hogs. I understand finding the one by the cc lure, but not the other two.. http://m.imgur.com/opneJ06

So how could you report this? You can only include one picture in the in-game report feature, and I've heard that supercell only uses that anymore and not email/forum

Proof = 0%

I would have set off those bombs, I'm sure any quarter decent player would, especially with a easy base like that. Send one at a mortar and a giant bomb goes off, most likely the rest are in the same location around that type of defense. That's why you put those inside a base.. ♥♥♥♥!

[steelseth]

It's a secondary response based on something that is a company policy not to reveal.

Even on this forum, you are not allowed to discuss any punitive actions that you've been issued. Likewise, I'm sure their Customer Support team is also not allowed to discuss punitive actions that have been issued to players other than the player being punished.


If it is a normal customer support issue, absolutely, there should be secondary follow ups. That's not the question.

The topic of discussion here is reporting suspected exploiters. Since Supercell has a policy not to name and shame anyone, guilty or innocent, what would a secondary response consist of in the case of reporting a player who is exploiting the game?

"I can't tell you what happened, but something happened, have a great day!"

While that may make you feel warm and fuzzy inside, I bet their Customer Support is buried deep enough that this would be considered a bit wasteful. Also, in the grand scheme of it, ny saying that "something happened" doesn't that imply that they banned the user?

So how would you respond as a secondary follow up without revealing what punitive actions befell on the reported user, that wasn't covered by the initial response?

"The issue you have reported to us is being investigated by our support team and all necessary actions will be taken to resolve any possible TOS violations."

Is that so difficult ?

[AxionXD]

"The issue you have reported to us is being investigated by our support team and all necessary actions will be taken to resolve any possible TOS violations."

Is that so difficult ?

Last time I reported someone in game, that's the initial response that I got. So are they supposed to say this again a second time?

[steelseth]

Last time I reported someone in game, that's the initial response that I got. So are they supposed to say this again a second time?

The initial respond was that they are already investigating? WOW.

I would expect it to be something in the lines of "We will forward your complain to the appropriate department."

In any case ....

A FINAL response could be ....

"Dear customer,
We have concluded our investigation of your complain.
Please rest assured that all appropriate action has been taken.
Due to XYZ policy we are not in liberty to reveal/discuss said action.

Thank you for contacting SC support."

No ???

[AxionXD]

The initial respond was that they are already investigating? WOW.

I would expect it to be something in the lines of "We will forward your complain to the appropriate department."

In any case ....

A FINAL response could be ....

"Dear customer,
We have concluded our investigation of your complain.
Please rest assured that all appropriate action has been taken.
Due to XYZ policy we are not in liberty to reveal/discuss said action.

Thank you for contacting SC support."

No ???

So we want Supercell to report every time they conclude an investigation?

We already have complaints that Customer Support takes weeks to processes important customer requirements, that would add another bottle neck in their operations.

Without violating Rule #19, I know with certainty that I've received initial contact basically thanking me for the report and managing my expectations. Any further followup would have been both redundant and resources better used to get someone who lost their account back up and running again.

It could also be dependent on who is responding. Customer Support are people too, some have bad days, some have good days and some will go the extra mile. Maybe I got lucky and got someone on a good day willing to go the extra mile. I know I have received canned responses before that had nothing to do with my question. Must have gotten someone who was having a bad day and 50,000 emails and IMs from users across the world to dig through.

[steelseth]

So we want Supercell to report every time they conclude an investigation?

We already have complaints that Customer Support takes weeks to processes important customer requirements, that would add another bottle neck in their operations.

Without violating Rule #19, I know with certainty that I've received initial contact basically thanking me for the report and managing my expectations. Any further followup would have been both redundant and resources better used to get someone who lost their account back up and running again.

It could also be dependent on who is responding. Customer Support are people too, some have bad days, some have good days and some will go the extra mile. Maybe I got lucky and got someone on a good day willing to go the extra mile. I know I have received canned responses before that had nothing to do with my question. Must have gotten someone who was having a bad day and 50,000 emails and IMs from users across the world to dig through.

Every other company that has a support department does it why shouldnt SC?

If they are using any descent ticketing system to manage complains then an automated response could be sent when the ticket closes.

If they are using outlook express to manage support then what can I say .....

[boogaloo92COC]

The spots were most likely obvious

[AxionXD]

Every other company that has a support department does it why shouldnt SC?

If they are using any descent ticketing system to manage complains then an automated response could be sent when the ticket closes.

If they are using outlook express to manage support then what can I say .....

Outlook 2010. It's got tasking!