Yesterday afternon there was a little extra Support spree in the SFG discord channel. Several people who mentioned their support tickets having gone unanswered got attention from SFG staff. While the situation with POD support tickets haven’t been great, it seems to be getting better.
For example we got to know that SFG have hired one more person for their support team, which is awesome! Welcome!
I also hope in all seriusness that SFG send their discord Mod an extra token of gratitude for his work on the discord. He’s really been making a difference there, to ward against The Uncertainty that people feel for their orders/relacements and support tickets.
We also got some informal SFG words on the POD situation:
“There will be an update this week. Although we’re not always as active publicly, we are working behind-the-scenes.
It’s a fact of life that people are more likely to post about negative experiences than good, which can skew perception, but even so, we want the negative experiences to be so minimal as to not be worth posting about – and we are working on that.”
As always I really appreciate comments like these, so thank you 🙂
My thoughts on the matter is this. I think we can all agree that we expect that things are being worked on even when we dont see or hear anything. But it’s equally a fact of life that people feel forgotten when left for too long without word, especially regarding something they care about.
I’ll continue preaching to any company out there who will listen: Saying “we are still lagging behind on this and that, but we’re doing out best to catch up” is infinitely much more worth than a “we’re looking into it”. The news about adding another member to the support staff for example, that is great!
Keep up the good work SFG, while we will continue to point out the issues, we really appreciate you coming back to our favorite minis game. 😉
