Where do I post / Who do I E-mail? (False Accusations - Multi-Accounting)

I see that your email has arrived in the correct place. You were wise to include the ticket number which would look something like [ABC-123456] which gave the proper routing for your reply. it connects your answer to that particular case and the person in the support department who is working it. This makes things more efficient.

You also could have just used the reply button in the upper right corner.

Messages from the support department are also sent to your email address, so you could have replied from there as well.

VorlonFCW wrote:

You also could have just used the reply button in the upper right corner.

This is a problem that needs to be fixed. All automatically generated email notices should bear the return email address for an account that is actually reviewed by a live human being, no less than daily.

I should have raised this issue some months ago, when I first noticed it. I am pinging @Sasri, @freezy and @Alkyonor now, in order to make sure this gets noticed by the Bytro paid staff.

Hmmm, as far as I know there aren't any black holes that support replies vanish into, and this is the first I have heard of this.

Can you be more specific about which messages? Perhaps send me screenshots in private as it would have personal info included?

Naturally when a person sends 4 duplicate or nearly duplicate messages they are all grouped under their account history, so when one is replied to the duplicates are closed instead of time spend repeating the same reply.

Also different "departments" have different amounts of backlog. While on a particular day general questions might be answered within 12 hours, another department might be at 72 hours prior to reply. Other days might be the opposite.

VorlonFCW wrote:

Hmmm, as far as I know there aren't any black holes that support replies vanish into, and this is the first I have heard of this.

As recently as last month, I received a private email message (not a COW message system communication, but an actual email) from K.Rokossovski about a private matter. The message was sent under his name, but the actual return address was "CallofWar@Bytro.com." Without checking the actual return address, I hit the reply button, and sent a response. The message was later bounced back to my email account as undeliverable by my email service provider. And I have had similar issues using the in-house COW message system, too, over the past two years. Unless the return email address or the return address for the COW message system identifies a particular administrator by name or user name, you may be talking to yourself when you respond to auto-generated messages.

MontanaBB wrote:

if you want a response, I suggest you find the actual COW address of the person to whom you wish to respond.

Should you delete the ticket number from the subject line of your reply then yes, your reply will be sent into the general department instead of directly to the correct person. This is fairly standard customer support technology used by nearly every single large company.

MontanaBB wrote:

ctual email) from K.Rokossovski about a private matter. The message was sent under his name, but the actual return address was "CallofWar@Bytro.com." Without checking the actual return address, I hit the reply button, and sent a response. The message was later bounced back to my email account as undeliverable by my email service provider

VorlonFCW wrote:

There is not a specific email address for individual people

MontanaBB wrote:

Of course there is, if you use the in-house COW message system. Every player, forum member and Bytro administrator has a unique user name that serves as their address for purposes of the in-house messages system.

But there is not a "VorlonFCW@bytro.com" email address or anything like that.

VorlonFCW wrote:

But there is not a "VorlonFCW@bytro.com" email address or anything like that.

"McSquiggles <[email=callofwar@bytro.com]callofwar@bytro.com[/email]>"

which in most email software suites displays simply as "McSquiggles," which is horribly misleading to the recipient.

It's even more annoying when such an email asks the question, "Does this bug/issue still occur or has it been resolved?" Which, of course, elicits a response from the recipient, who then waits and waits and often never receives any response to his follow-up.

This is why I use the in-house COW messages system, rather than the generic email "support@supremacy1914.com" or other similar accounts, whenever I can: by using the in-house COW messages system, I can send my message directly to a specific administrator, by name, and expect that person to respond directly or refer it to the specific person who can respond directly.

Let's be honest and perfectly frank here, Vorlon. Bytro Labs has serious customer service problems. You know it. I know it. Anyone who has ever been a volunteer moderator, game operator or other administrator knows it. The community coordinator knows it. And if the senior paid staff in Hamburg, don't know it, it's only because they have their heads buried in the sand and they don't want to acknowledge it.

I'm happy to elaborate on my own personal experiences, as well as what I have witnessed in the forum over the past two years, but I don't think you're going to hear anything you haven't already heard or witnessed for yourself.

There should not be a problem with answering on bytro emails, you should be able to answer on ALL types of emails you receive from us, and all these answers will end up in the ticket system. It was designed that way. There is no no-response email that we are using for support matters.

So if you for example get an email that your account was banned by the anti cheat system, you should answer on that email directly and not create an entirely new email or ticket.

If this is for some reason not working anymore, please submit more information to our support staff, to be investigated.