How to word a letter

[Aragarthiel]

I know this seems like a petty thing, but those of you who play online games will understand a bit more.

I posted here about some issues I've been having with a game. Well, I did a bit of digging and found out that they seem to have NO tech support.

Support tickets are going unanswered for weeks, without so much as an email saying "thank you for sending a support ticket." They're continuing to release products without a single update on the status of the server, including a 24-hour-only event today that many of us won't be able to access because our games refuse to load past halfway.

I've also discovered that some families with multiple people on Facebook can have different results. One spouse can play it just fine on heir account, while the other doesn't get past the loading screen.

I would really love to word a letter to the company complaining about their lack of tech support, but I feel like I can't do that without becoming an SC. I wouldn't be nearly as upset at this if I hadn't already put some real-life money into the game (which I realize is stupid now, but that's beside the point). It's a game I really enjoy and I want to get their attention. Could anybody help me with this?

[EricKei]

From how you described this company, it is unlikely that they will look at any complaint letters, any more than they look at tech support requests -- sadly, many F2P/cash shop companies seem to operate this way. Certain companies that cater to multinational audiences (*cough*NCS*cough*) are notorious for pretty much ignoring tech support requests from anyone not in their company's home country/language.

In any case, If you wanna give it a try, I'd suggest the "polite but firm" approach. Mention that you have had a difficult time getting in touch with tech support, let alone playing the game, due to bugs, and that you have read about many others online having the same problem. Specifically mention that you have paid money into the system (don't bother mentioning the amount; if they really care about that, they can look up your account info) -- this will distinguish you from most others -- and say something along the lines of -- you feel that you did not get a worthwhile value for the money you paid. Also say that you DO enjoy the game, and that you'll be happy to keep playing it/paying for premium items (even if you don't intend to), if only they'd do something about the bugs and the utter lack of technical support.

Also, consider doing it via snailmail. If they do nothing but FB/appstore games, they probably don't get many that way, so your letter may have a better chance of standing out.

Once you have a basic letter written up, feel free to post it here if you want some help shaping it up (we do allow corrections and such if the OP specifically requests it, just not otherwise) -- or, if you want someone to mercilessly shred it with a fine-toothed comb and help to improve it that way, just PM it to me When proofreading friends' resumes, papers, etc in the past, I've been informed that my editing style can be quite vicious. Makes me proud. ^_^ (And yes, I am aware that most of what I said above was the run-on sentence from hell)

[Aragarthiel]

I didn't think of snail mail, I'll have to try that. I recently sent in a support ticket so I want to give it a few days before giving up on a response, but I'll use that time to come up with a letter.

[morgana]

And if you do send it snail mail, send it to the highest person you can google in their corporate structure. BY NAME.

[Aragarthiel]

Someone actually found the CEO's Twitter account and a whole group of us have been trying to get his attention there.