VMK Customer Support - Horrible Experience

[iplawyer]

I've now contacted Customer Support 44 or so times by e-mail about he problem I have with VMK crashing about 2-3 seconds after I enter a location such as: Town Square, Main Street, etc.

Customer Support has actually replied to about 5 or so of my many e-mails (see below for latest example). However, when I try to reply to Customer Support's questions about my problem, I immediately get the following message:

<<Thank you for your email.

We have closed your original help request, because we felt that our last email to you answered your question. If you need more help, please use the VMK Help Tool again and we will get back to you as soon as we can.

Here's the tool:


--
Player Support
VMK
>>

This is just crazy. Has anyone else had a similar experience? VMK has just about the worse customer support I have ever seen in the computer industry (and considering the customer support of several software companies over the years, that is really saying something).

<<Hi,

Are you still experiencing this problem?

Thanks,

--
VMK_Babs
Player Support
VMK


>I am writing to you for the 32nd time in the last 3 months. You have still not provided any help to me with my problem. My problem continues to be that VMK crashes 2-3 seconds after I enter a land. Will you please help me?>>

 

[Goofy05]

Yes, I, too have received the same generic "closed" email. VERY annoying, as I don't feel my case was "closed" either. I really hope they start taking the time to actually READ the emails the are sent instead of sending a standard automated response.

 

[aeryn]

Atleast you got that much response. I sent a detailed, and to my thoughts, well written email about an issue I'd had, and didn't get so much as a reply that they even received it. I'm pretty sure that my email went into the circular bin without a second thought.

 

[iplawyer]

Atleast you got that much response. I sent a detailed, and to my thoughts, well written email about an issue I'd had, and didn't get so much as a reply that they even received it. I'm pretty sure that my email went into the circular bin without a second thought.

If it will make you feel any better, it did take me over 20 e-mails to customer support before I got even my first generic response . . . .

VMK's Customer Support is just a sad, sick joke right now.

 

[piratesmate]

Yeah that email is annoying! I contacted them during the Celebration event about my room not being judged even though one of the staff had told me to "wait here we'll be back" only to have the game close for the night. The next day they posted on the home page that they'd given Invisibility pins to those whose rooms hadn't been judged. Well, I checked - no pin. A week later they finally responded & said that they'd given me the pin. But when I checked the account a few minutes later - no pin. When I emailed them about it I got the "We have closed your original help request, because we felt that our last email to you answered your question." I did try to re-submit but kept getting the same closed message...so I gave up.

I wouldn't mind so much if I had any hope that they checked the age of the player & actually followed through & helped the kids, but I seriously doubt that happens!

 

[Roxane]

They don't call it the "Black Hole" for nothing

 

[GBShorts]

when my birthday was deemed "incorrect" using the contact us tool, I sent an email as though I were my own parent (LOL!).

They sent me the "see the FAQ on how to change your PW" email THREE TIMES and closed it every time.

Finally I started my email through the parent mode like this:

PLEASE READ THIS! I DO NOT NEED THE FAQ! I know my password! I need to know how to find out what my birthday was when I registered. BIRTHDAY!


I got a letter back saying there was nothing they can do. Then Roxane and another kind player (I'm sorry I can't remember right now, it's early >_<) showed me how to use the Disneyland website.


So, in that vein, can I suggest that maybe you update shockwave? There's a thread about it somewhere...also, try unplugging your printer, like Malificent2 did?

Let us know!

 

[HollyJoy]

It is so sad that VMK cannot take the time to really help someone! Definately not up to Disney standards by any means. Hopefully, they are just flooded with problems, and will get everything worked out.

 

[Makeminemusic]

I understand the frustration with support, I have had the generic response to my direct questions too. But I think we should give them time because;
1. VMK is still fairly new
2. It is free
3. They probably did not imagine the response it would generate
4. It is free
5. It is probably understaffed right now
6. Did I mention it is free!!

I make it a point when I email them to mention how much I enjoy VMK because they could pull it at anytime and we would have nothing to say, because it is free! I think we should be gratefull for what we have here and start letting them know that. Let them know we support this and do go to the parks and spend money on Disney stuff. I believe this will help get more support. -steps off soapbox-

 

[ElectricLime]

The most terrible part of this, in my opinion, is that when you submit a "Contact Us" request it still tells you that you'll get an answer within 24 hours!

I've submitted some things MONTHS ago and haven't yet gotten a response to them. Last time I was at MK, I asked about this at VMK Central, and the castmember told me that they get about 3000 "Contact Us" requests per day. When I asked why I haven't gotten a response to things I asked about back in June, they replied that the people who answer those emails are probably a few months behind right now.

Months!

I've reported trade scams, I've asked for help getting my stuff back, I've asked for mismatched teleporters to be fixed... I've even reported that you don't have to accept the Terms of Service to play the game - just hit Cancel with you see it during character creation, then log in anyway and play, and you're not legally required to follow the rules - and still they've ignored everything I've sent in!

 

[iplawyer]

So, in that vein, can I suggest that maybe you update shockwave? There's a thread about it somewhere...also, try unplugging your printer, like Malificent2 did?

Let us know!

Thanks for the ideas. I've actually uninstalled and reinstalled shockwave several times now. However, I haven't tried unplugging my printer yet. I may try that one tonight.

Mark

 

[joece]

VMK Customer Support will always be a joke and that is the reality.

I think VMK needs some more staff around at least 50 people doing player and customer support. Also this is not up to par with Disney standards by any means. VMK is expanding and the staff that was needed in Late May for 300 players is not big enough. They need to have a staff suitable for 15,000 players and soon for 25,000. VMK is a rapidly growing community that needs staff growth also. Also I have heard that staff expansion, more advertising and a possible second live release can happen with the Tomorrowland opening. I hope this is true!

Also VMK is made for us to go to Disney parks and that is it. They want us to go to Disney World for VMK. This is why VMK is free and I am sure they will be a price tag on it very soon. I am thinking they sell it as a computer program for US$49.

 

[iplawyer]

I understand the frustration with support, I have had the generic response to my direct questions too. But I think we should give them time because;
1. VMK is still fairly new
2. It is free
3. They probably did not imagine the response it would generate
4. It is free
5. It is probably understaffed right now
6. Did I mention it is free!!

I make it a point when I email them to mention how much I enjoy VMK because they could pull it at anytime and we would have nothing to say, because it is free! I think we should be gratefull for what we have here and start letting them know that. Let them know we support this and do go to the parks and spend money on Disney stuff. I believe this will help get more support. -steps off soapbox-

The only problem for me is, other than enter my Guest Room, I basically can't use VMK at all. After 4 months of getting no help, it's very hard to feel anything sympathy for the folks who run VMK.

When I first tried to log on to VMK in May, in the hopes of doing some things in preparation for my trip to Disneyland in November, my first trip to Disneyland in 5 years (it's a cross-country trip for me; I usually go to WDW instead of Disneyland). Now, I wonder if I'll even have a chance to log onto VMK at all before my trip. Originally I thought I would have almost 6 months to explore VMK, before my trip.

Mark