Re: How long does Big Fish take to answer support requests in 2017 ?
[Re: Jenny100]
#1121212
08/15/17 03:08 PM
08/15/17 03:08 PM
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Joined: Jul 2000
Posts: 48,417 near Yosemite
Marian
Global Moderator
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Global Moderator
Sonic Boomer
Joined: Jul 2000
Posts: 48,417
near Yosemite
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Well, my experience the last two times I contacted Big Fish were as follows: the first time took two hours and the second time took 40 minutes. Hard to believe, but nevertheless true.
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Re: How long does Big Fish take to answer support requests in 2017 ?
[Re: Jenny100]
#1121642
08/18/17 07:51 PM
08/18/17 07:51 PM
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Joined: Mar 2000
Posts: 4,229 San Francisco Bay Area, CA
Reenie
Addicted Boomer
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Addicted Boomer
Joined: Mar 2000
Posts: 4,229
San Francisco Bay Area, CA
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Aside from the computer-generated "bounceback" Message that my question has been received, it usually only takes until the next day to get some kind of response from BF Support, asking for more info, etc. I include in my initial Request for Support a list of the stats on my hardware and software (I keep these updated and ready at all times) so they will know what they are dealing with in my case.
Getting resolution to the problem may take longer, depending on the problem. Once or twice, it has taken more than 24 hours to get a resolution, in a pesky case. They have always dealt quickly, fairly and respectfully with each issue I have had, which is why I keep playing their games.
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Re: How long does Big Fish take to answer support requests in 2017 ?
[Re: Jenny100]
#1122145
08/23/17 01:19 PM
08/23/17 01:19 PM
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Joined: Mar 2000
Posts: 4,229 San Francisco Bay Area, CA
Reenie
Addicted Boomer
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Addicted Boomer
Joined: Mar 2000
Posts: 4,229
San Francisco Bay Area, CA
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Update: A CE game I'm playing decided to stop working properly. Basically, there is a repeat mini-game in each chapter and it began to self-destruct. Also, one of the HO scenes was unworkable because you needed to use a piece of Inventory on it, yet the HO scene info hid my Inventory. Oops. Nothing you can do about that, and could not go on without the item that the completed HO would have given me, so I sent in a Customer Support question about how to fix these things.
Literally in one minute, I had a Reply and an offer of a Coupon for a new CE game. That was a record. Just saying, maybe providing a FULL description of your game problem is the answer to getting a fast reply?
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Re: How long does Big Fish take to answer support requests in 2017 ?
[Re: oldbroad]
#1122162
08/23/17 04:21 PM
08/23/17 04:21 PM
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Joined: Mar 2000
Posts: 4,229 San Francisco Bay Area, CA
Reenie
Addicted Boomer
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Addicted Boomer
Joined: Mar 2000
Posts: 4,229
San Francisco Bay Area, CA
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I was really into it, a fine game, and so it was a bit disappointing. But yes, I did get a Coupon for another game. Even before I ran into the puzzles that no longer worked, sometimes when I clicked on a hot spot, I got some weird text, like "00_speech-0138" or equally curious artifact. My guess is, they offer SO many games that there is not enough debugging or whatever for every single one. It happens. At least they back up their site with prompt Support and a refund.
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Re: How long does Big Fish take to answer support requests in 2017 ?
[Re: Jenny100]
#1122181
08/23/17 08:12 PM
08/23/17 08:12 PM
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Joined: Apr 2006
Posts: 18,232 Chicago
oldbroad
Graduate Boomer
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Graduate Boomer
Joined: Apr 2006
Posts: 18,232
Chicago
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