big fish Customer service

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.

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.

yes i did , i click reply to all in the email.

How long has it been since you last heard from them?

yesterday and today.

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.

thank you very much, i will try that.

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.

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. 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.

all but game kick me out, they never answer me.

You can always try writing to them again after a week or so has gone by, if you wish.

i did, they are refusing to answer my emails.

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

okay i will try that.

i did that and they answer my emails.

Great!

Ana

one was by a tier II, what is that.

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.

thank you very much.