I am just really annoyed that I had to re-write and re-submit a ticket today because I didn't follow through and add the extra step Submission click once I had already clicked "Submit".

When was this added? I know I've seen it before, but it seems silly and unnecessary-- how many people do they think actually go through and read the FAQs after they tell them to? Can't their webstats show them that the answer is ~0%? 

Or is this extra step just a way to eliminate tickets and avoid having to do any "Customer Service" work? I don't need a reading comprehension class/lesson (when I clicked the "Submit" button this morning, I promptly closed the window), just a quick and easy way to address issues when they pop up.

Thanks.  

I had to do that as well once, and agreed, very annoying.

Posted by wronoj on 10/26/2010 8:12:00 PM (view original):
I am just really annoyed that I had to re-write and re-submit a ticket today because I didn't follow through and add the extra step Submission click once I had already clicked "Submit".

When was this added? I know I've seen it before, but it seems silly and unnecessary-- how many people do they think actually go through and read the FAQs after they tell them to? Can't their webstats show them that the answer is ~0%? 

Or is this extra step just a way to eliminate tickets and avoid having to do any "Customer Service" work? I don't need a reading comprehension class/lesson (when I clicked the "Submit" button this morning, I promptly closed the window), just a quick and easy way to address issues when they pop up.

Thanks.  

Wronoj, I too have been burned by this, and it's my gut feeling that they did it specifically to cut down on tickets submitted ... through people that get frustrated and don't want to re-write their ticket.

I could be wrong, but I've thought and can't come up with another good, legitimate reason for this set-up. (I can come up with various BS ways to spin it, but nothing remotely legit.)

I'd be curious to hear what they said if you submitted a ticket asking their reasoning. My prediction is BS spin.

Well, maybe they want to present you with the FAQ and knowledge base to see if you can answer your own question?

I know many places that do this and the customer finds the answer themselves in the FAQ which saves both CS and the customer time.

It clearly says you are not submitting it on both pages ...

I know, why should they expect you to read what you are submitting.

And why should they try and make it easy for the customer to find the answer quicker if they have already answered it?

Did you know that key words in your ticket are searched for you in the FAQ to find things that might be applicable on that first page?

Posted by hughesjr on 10/27/2010 12:18:00 AM (view original):
Well, maybe they want to present you with the FAQ and knowledge base to see if you can answer your own question?

I know many places that do this and the customer finds the answer themselves in the FAQ which saves both CS and the customer time.

It clearly says you are not submitting it on both pages ...

I know, why should they expect you to read what you are submitting.

And why should they try and make it easy for the customer to find the answer quicker if they have already answered it?

Did you know that key words in your ticket are searched for you in the FAQ to find things that might be applicable on that first page?

LOL.  The fact that he's paying them for this service is enough reason alone but this is beside the point of the OP.   His point had to do with the deletion of content put into the ticket, not the double check itself.  This same double check can be accomplished without the deletion of work.  I've had it happen before and now write my tickets in a freaking email client first that autosaves just to avoid the heartache from this.  The funny part is the implication that this particular OP did not exhaust several other resources before submitting a ticket.  Beyond the FAQ, devchats, and player guide, he likely used collection forum posts, coaches corner, and email with a number of other HD coaches if reasonable before falling back on writing a ticket.   I imagine all those are probably better sources for answers anyway than a CS ticket which has become more of a last resort hail mary type of option.  Now we even have false starts to worry about when we submit tickets.

Posted by hughesjr on 10/27/2010 12:18:00 AM (view original):
Well, maybe they want to present you with the FAQ and knowledge base to see if you can answer your own question?

I know many places that do this and the customer finds the answer themselves in the FAQ which saves both CS and the customer time.

It clearly says you are not submitting it on both pages ...

I know, why should they expect you to read what you are submitting.

And why should they try and make it easy for the customer to find the answer quicker if they have already answered it?

Did you know that key words in your ticket are searched for you in the FAQ to find things that might be applicable on that first page?

Good news, wronoj: There's no need to send a ticket to CS asking about it, their response is above.

As rusticity pointed out, all of those same things (assuming any are valid, which imho is dubious) could be accomplished without deleting the ticket.

rusticity answered hughes much more calmly, reasonably and succinctly than I would've, so thanks for that.

the other reason for my submitting the ticket, and this has nothing to do with any FAQs, is that I wanted them to know that there is something weird going on in the engine... more a heads-up than an actual question I expected real feedback on.

Hey, BTW, they Don't delete the ticket.

You (the user) do something (like navigate away) before you press the "Submit" button.

WIS does nothing to delete the post, and in fact it is passed through to the second page.

What is happening is that the user is not reading the 2nd page , and therefore is not pressing the "Submit" button.  If you look at the first page, it says "Next" not "Submit".

"Next" means there is a second page, one with further help and a Submit Button.

If you go to another website or close the window before clicking "Submit", why would you expect the ticket to be submitted?

For those who doubt what I said, objectively (and with reading involved), go to the submit ticket page.  Pick HD and a team and enter some text and press "Next".  Look at the Q's and A's that are shown.  Use your back button and put a different paragraph about a different subject and click "Next" again and notice the changes to the Q's and A's shown.  This is a VERY GOOD service, not something to complain about.  The possible questions and answers are picked based on your paragraph, and if you don't see an answer you like, you press submit.

How hard is this?

girt25 ... please try this and then respond here.  You can clear up your dubiousness (ie, calling me a liar) with just a tiny little bit of effort.

hughes,

then where is my original ticket? it isn't in some category called "unsubmitted" or anywhere else that I can find it. hence, i had to re-write it. Whether they technically deleted it or not is beside the point-- I had to re-do it.

and there's still no reason I should always have to be redirected to the FAQ. I can guarantee you with 100% certainty that there is nothing in the FAQ to answer my question/comment on the logic I was pointing out to them.

I don't really care if this sounds like a bitter old man talking-- if you had been playing this game even 1/2 as long as i have, you would have been on the ticket page when, for ages, it just said "Submit" and there was no additional page. That is what I am used to doing. I am not a frivolous writer of tickets-- I'd much rather hash things out with other vets, who seem to know more about the game than CS anyhow... So you'll have to forgive me if, in one of my 3-4 tickets a year, I forget there's a new step added to the process.

And I really just wanted to vent a little about the annoyance last night when i wrote the original post-- somehow you have made me actually get a little worked up about this crap. so i guess i lose either way.

Posted by wronoj on 10/27/2010 2:16:00 PM (view original):

And I really just wanted to vent a little about the annoyance last night when i wrote the original post-- somehow you have made me actually get a little worked up about this crap. so i guess i lose either way.

He tends to be a contrarian.   I dare you to start a topic entitled "Water is wet".  You'll get a response talking about how it's made up of oxygen and hydrogen, so that's clearly air that you shower with.  

You filthy stinky so and so.

Posted by udm_mike on 10/27/2010 2:31:00 PM (view original):

Posted by wronoj on 10/27/2010 2:16:00 PM (view original):

And I really just wanted to vent a little about the annoyance last night when i wrote the original post-- somehow you have made me actually get a little worked up about this crap. so i guess i lose either way.

He tends to be a contrarian.   I dare you to start a topic entitled "Water is wet".  You'll get a response talking about how it's made up of oxygen and hydrogen, so that's clearly air that you shower with.  

You filthy stinky so and so.

Actually, you'd have to start a topic entitled, "WIS says water is not wet", and he'd jump in explaining why they are correct.

Posted by hughesjr on 10/27/2010 1:13:00 PM (view original):
Hey, BTW, they Don't delete the ticket.

You (the user) do something (like navigate away) before you press the "Submit" button.

WIS does nothing to delete the post, and in fact it is passed through to the second page.

What is happening is that the user is not reading the 2nd page , and therefore is not pressing the "Submit" button.  If you look at the first page, it says "Next" not "Submit".

"Next" means there is a second page, one with further help and a Submit Button.

If you go to another website or close the window before clicking "Submit", why would you expect the ticket to be submitted?

For those who doubt what I said, objectively (and with reading involved), go to the submit ticket page.  Pick HD and a team and enter some text and press "Next".  Look at the Q's and A's that are shown.  Use your back button and put a different paragraph about a different subject and click "Next" again and notice the changes to the Q's and A's shown.  This is a VERY GOOD service, not something to complain about.  The possible questions and answers are picked based on your paragraph, and if you don't see an answer you like, you press submit.

How hard is this?

girt25 ... please try this and then respond here.  You can clear up your dubiousness (ie, calling me a liar) with just a tiny little bit of effort.

the reason people are frustrated is because the look and feel is very similar to the previous look and feel in which the initial submit button did in fact submit

Posted by hughesjr on 10/27/2010 1:13:00 PM (view original):
Hey, BTW, they Don't delete the ticket.

You (the user) do something (like navigate away) before you press the "Submit" button.

WIS does nothing to delete the post, and in fact it is passed through to the second page.

What is happening is that the user is not reading the 2nd page , and therefore is not pressing the "Submit" button.  If you look at the first page, it says "Next" not "Submit".

"Next" means there is a second page, one with further help and a Submit Button.

If you go to another website or close the window before clicking "Submit", why would you expect the ticket to be submitted?

For those who doubt what I said, objectively (and with reading involved), go to the submit ticket page.  Pick HD and a team and enter some text and press "Next".  Look at the Q's and A's that are shown.  Use your back button and put a different paragraph about a different subject and click "Next" again and notice the changes to the Q's and A's shown.  This is a VERY GOOD service, not something to complain about.  The possible questions and answers are picked based on your paragraph, and if you don't see an answer you like, you press submit.

How hard is this?

girt25 ... please try this and then respond here.  You can clear up your dubiousness (ie, calling me a liar) with just a tiny little bit of effort.

Why do you feel the need to completely fabricate something? I did not call you a liar, or anything of the sort. I inferred that you were a sycophant.

No one is taking issue you with your description of how the process currently works.

The problem is that this changed, it looks like the same way tickets were submitted for years, and if you don't read all of the fine print (as most don't), you lose everything that's written. It's a ridiculously bad system.

If someone wants to search the FAQ, they are free to do so whenever they want.