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big fish Customer service #1126692
09/30/17 04:35 PM
09/30/17 04:35 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
i had problems with a game , getting on the forum, opening my big fish manager, they help with the big fish game manager, but didn't come back to see if it help, and the game one i sent dxdiag, dr felix, no one came back to say anything, how long should i wait. cool lab puppy

Re: big fish Customer service [Re: family] #1126693
09/30/17 04:40 PM
09/30/17 04:40 PM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
Global Moderator
Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
How long ago did you send your request to Customer Support? Also, when you got the automated reply when you first submitted your request, did you reply to that email? Because if you do not, they assume that the issue was resolved.

Re: big fish Customer service [Re: family] #1126694
09/30/17 04:42 PM
09/30/17 04:42 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
yes i did , i click reply to all in the email.

Re: big fish Customer service [Re: family] #1126695
09/30/17 04:57 PM
09/30/17 04:57 PM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
Global Moderator
Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
How long has it been since you last heard from them?

Re: big fish Customer service [Re: family] #1126696
09/30/17 05:10 PM
09/30/17 05:10 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
yesterday and today.

Re: big fish Customer service [Re: family] #1126698
09/30/17 05:29 PM
09/30/17 05:29 PM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
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Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
If it were me, I would give them a week to reply - and if no answer by then, I would then submit a new request. That is how long I would wait, anyway.

Re: big fish Customer service [Re: family] #1126699
09/30/17 05:38 PM
09/30/17 05:38 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
thank you very much, i will try that.

Re: big fish Customer service [Re: family] #1126701
09/30/17 05:42 PM
09/30/17 05:42 PM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
Global Moderator
Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
You are welcome. Now if my problem was an emergency, like I can't access any of my games or something like that, I probably would not suggest waiting that long. But for other issues, I think it's polite to give them one business week.

Re: big fish Customer service [Re: family] #1126714
09/30/17 08:13 PM
09/30/17 08:13 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
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family  Offline OP
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Joined: Jun 2010
Posts: 7,402
marietta,georgia
the game one came back, but wasn't very helpful, refuse to look at my dxdiag report, and dr felix, just said we cannot troubleshoot it, the started answering my email and marian you were right, i am glad i waited. cool lab puppy except the game that kick me out,, but i hope a different person answers., i email them why theey have not answer my game kick me out no answer so i give up.

Last edited by family; 10/07/17 05:54 PM.
Re: big fish Customer service [Re: family] #1127643
10/09/17 11:04 AM
10/09/17 11:04 AM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
all but game kick me out, they never answer me.

Re: big fish Customer service [Re: family] #1127651
10/09/17 11:37 AM
10/09/17 11:37 AM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
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Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
You can always try writing to them again after a week or so has gone by, if you wish. wave

Re: big fish Customer service [Re: family] #1127653
10/09/17 11:49 AM
10/09/17 11:49 AM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
i did, they are refusing to answer my emails.

Re: big fish Customer service [Re: family] #1127664
10/09/17 01:34 PM
10/09/17 01:34 PM
Joined: Oct 2000
Posts: 40,644
southeast USA
Jenny100 Offline
GB Reviewer Glitches Moderator
Jenny100  Offline
GB Reviewer Glitches Moderator
Sonic Boomer

Joined: Oct 2000
Posts: 40,644
southeast USA
You should use separate requests for each problem you have. Otherwise they're apt to only attempt to solve one problem.

It's not clear to me whether you sent three separate requests:
1. trouble with the Game Manager
2. trouble with their forum
3. trouble with an individual game

or tried to squeeze all that into one request.

I've never had them answer my emails immediately. That doesn't mean they're "refusing to answer." Give them a week's time to answer, and if you don't hear back, send them a completely new request about the same thing
https://bigfishgames.zendesk.com/hc/en-us/requests/new

Re: big fish Customer service [Re: family] #1127665
10/09/17 01:42 PM
10/09/17 01:42 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
okay i will try that.

Re: big fish Customer service [Re: family] #1127978
10/12/17 12:20 AM
10/12/17 12:20 AM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
i did that and they answer my emails.

Re: big fish Customer service [Re: family] #1128019
10/12/17 11:10 AM
10/12/17 11:10 AM
Joined: Jan 2004
Posts: 83,268
In the Naughty Corner
BrownEyedTigre Offline
The Sassy Admin and PR Liaison
BrownEyedTigre  Offline
The Sassy Admin and PR Liaison
Sonic Boomer

Joined: Jan 2004
Posts: 83,268
In the Naughty Corner
Great!

Ana wave


Don't feed the Trolls
Re: big fish Customer service [Re: family] #1128055
10/12/17 08:19 PM
10/12/17 08:19 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
one was by a tier II, what is that.

Re: big fish Customer service [Re: family] #1128059
10/12/17 08:58 PM
10/12/17 08:58 PM
Joined: Jul 2000
Posts: 48,224
near Yosemite
Marian Offline
Global Moderator
Marian  Offline
Global Moderator
Sonic Boomer

Joined: Jul 2000
Posts: 48,224
near Yosemite
There are different levels of Customer Support - there is the standard level which is often sufficient for most requests - and then I believe the next level up is Tier 2. For one of my problems about a year ago, Tier 2 was consulted.

Re: big fish Customer service [Re: family] #1128061
10/12/17 09:02 PM
10/12/17 09:02 PM
Joined: Jun 2010
Posts: 7,402
marietta,georgia
family Offline OP
BAAG Specialist
family  Offline OP
BAAG Specialist

Joined: Jun 2010
Posts: 7,402
marietta,georgia
thank you very much.

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