Props to TNT

[jxpop]

Now, I know we usually bash TNT... and yes, I say we because occasionally I give in to the mob mentality... but I received a reply to a question I sent in, and they seem rather cordial. Granted, the site goes down sometimes, but...

...um...

...okay, no excuses for that. But there's even a rumor going around that some of TNT are even on PPT boards and other well known boards.

Sorry, I just got excited because I got a reply from 'em ^_^()

[everconfused]

I have found, when I write to support and get a reply, that the person is always nice (when it's not an auto-reply, but a real one). The auto-replies are always polite, but usually those don't answer your question - just kind of unsatisfying. Getting a real reply makes a person feel that their question (and the person) is important.

For all that we do complain, and 9 times out of 10 they are valid concerns/complaints, I do not have a problem with the people in support. They're people too (very easy to forget, especially in the faceless place that is the internet) and their job has to be overwhelming sometimes. Having worked in customer service myself, I know what it can be like dealing with someone who's angry, upset, frustrated - you're the one to get that taken out on.

I do, like so many others, feel that there is not enough staff to handle all the mail/members/problems/questions, etc.

I got a reply to a question I had asked and the person was so nice (and the reply so fast) I went and sent them a thank you neogreeting. They probably thought I was nuts, but I think it's just as important to write saying something's good as it is to write that something's not good. I do the same thing in real life. If I get great service somewhere, I'll ask for the manager's name and write a letter, with a copy to the company and the person who did a great job.

And yes, there are staff who post here and I believe on other boards. I only hope when those people come here to lurk, read and sometimes post, they don't take personally when we do complain. We need a safe place to vent, exchange stories, ideas, suggestions, post glitches, etc. - good and bad.

[o_0]

:-/ I got a reply.

Message:
I got a warning from you saying:
You have received an official warning from the Neopets Team for
violating the Neopets Terms and Conditions.Please do not put inappropriate
words or phrases into your NeoBoard signature. Profanity, obscene or
sexual words are not allowed. Your NeoSignature has been cleared. If you
continue to break the rules, your account will be permanently frozen. To
see a list of Neo Rules, please visit
http://www.neopets.com/chatrules.phtml. Please do not reply to this
NeoMessage.
Which is funny because my neoHTML was plain except for "Reported" and a
line break tag.
Why did I get this warning?

Reply:
Hello,

Thank you for your inquiry. Unfortunately, we cannot release such
information.

If you have any other questions, don't forget to include your username
clearly at the top of all your replies and the entire text of this
e-mail. This will help me better address your situation.


Carmen R.
mailto:carmen@support.neopets.com

-cough- You don't know. -cough-

[Kitten Medli]

Yay!! I cant stand TNT bashing. But what really gets to me.."ENT". *eye twitches*

[everconfused]

:-/ I got a reply.

Message:
I got a warning from you saying:
You have received an official warning from the Neopets Team for
violating the Neopets Terms and Conditions.Please do not put inappropriate
words or phrases into your NeoBoard signature. Profanity, obscene or
sexual words are not allowed. Your NeoSignature has been cleared. If you
continue to break the rules, your account will be permanently frozen. To
see a list of Neo Rules, please visit
http://www.neopets.com/chatrules.phtml. Please do not reply to this
NeoMessage.
Which is funny because my neoHTML was plain except for "Reported" and a
line break tag.
Why did I get this warning?

Reply:
Hello,

Thank you for your inquiry. Unfortunately, we cannot release such
information.

If you have any other questions, don't forget to include your username
clearly at the top of all your replies and the entire text of this
e-mail. This will help me better address your situation.


Carmen R.
mailto:carmen@support.neopets.com

-cough- You don't know. -cough-

I would be willing to bet (and I'm not a betting person) that having the word Reported in your neohtml or siggy is what you that warning. I know 2 people who had the word report in their usernames - one of them had the name for over 2 years...both are frozen. Why? Inappropriate username. I would not kid about something like that. Even abbreviating the word, like Rptd, something like that could possibly get you a warning or ...

You got an answer though, even if it was probably an auto response! When I got a warning for typing ebay and wrote in, I never got a reply. I finally figured it out on my own and it was unfortunately proven by someone else that that word is a no no.

Don't forget, these are the people who list links to their own auctions, show the company real life stock on their portal, but if you type the word ebay you'll get warned and if you say it again, frozen. So do be careful what you type, what you say and how you say it.

Support has nothing to do with sending out warnings or freezing people. The only 2 problems I have with Support are: 1) there's not enough of them (which isn't their fault); and 2) they don't always seem to know the answers to questions asked - so an auto-response is sent that makes no sense as to the question or personally does reply but gives information contrary to the (vague) T&C (again, not their fault - the "chain of command" is not being efficient and passing on current, correct information).

[raudf]

Support has nothing to do with sending out warnings or freezing people. The only 2 problems I have with Support are: 1) there's not enough of them (which isn't their fault); and 2) they don't always seem to know the answers to questions asked - so an auto-response is sent that makes no sense as to the question or personally does reply but gives information contrary to the (vague) T&C (again, not their fault - the "chain of command" is not being efficient and passing on current, correct information).

Unfortunately, they do have something to do with the unfreezings, which makes them even more overworked when a glitch causes mass freezings... or a single staffer's error. If they don't have an answer, they could simply respond with a
"Thank you for sending in an email concerning this matter, but we don't have an answer to this problem at this time. As soon as we have one, we will email it to you! And again, thanks for bringing this matter to our attention."
This would be better than a vague one that has almost nothing to do with your question in the first place! Come on, an autoresponse is supposed to be helpful too! If you don't know the answer, admit it and you will be forgiven by the more human of us!
Yes, I love personal responses, even if they are nothing but bad news, because it means you have the courage to deliver the bad news rather than pawning it off on a "bot." I am personally grateful to Bryan for his response on my old account, because it was nice to know that at least this time, my plea didn't fall on mechanical (or deaf) ears.
Neopets CEO needs to realize that the lack of more Support personell means that the site is going to have loads more glitches.. and loads more complaints. People are going to leave because of that "one glitch too many." No, support itself isn't the problem.. there just aren't enough of them for the size of the site!

[Shoyru_Lover]

Yay!! I cant stand TNT bashing. But what really gets to me.."ENT". *eye twitches*

Evil Neopets Team lol. I think it's kinda quirky.