meh we got trolled - lesson learned - user blocked.

Posted by wronoj on 10/27/2010 2:15:00 PM (view original):
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.

I was only pointing out that they made the changes, and that as a process those changes can be a good thing.  I understand change can be frustrating, and I hate to admit it, but I have also pressed next and then not submitted a ticket before myself.  I guess I am just a glass half full kind of guy is all.  You are certainly correct that not all people need to see the FAQ search and that it can be a hindrance to experienced users to add a separate step.  This is true of many software updates for many things though ... making things easier for new users frequently requires a paradigm shift for experienced users (like those dang "Ribbons" in MS Office 2007/2010, or trying to integrate Windows 7 (and it's many changes to Admin functions) into a large infrastructure that is currently using WinXP).

If they put it in a message that said "If you navigate away from this page before submitting your ticket, it will be lost" if someone hadn't actually submitted the ticket as intended, then it would be a positive change w. no real harm done.

As it stands, any potential small benefits reaped from new users uncovering something in the FAQ -- again, they can consult the FAQ any time they want -- are way, way, way more than erased by the frustration and ridiculousness of people losing the tickets they'd written up.

Posted by girt25 on 10/28/2010 11:20:00 AM (view original):
If they put it in a message that said "If you navigate away from this page before submitting your ticket, it will be lost" if someone hadn't actually submitted the ticket as intended, then it would be a positive change w. no real harm done.

As it stands, any potential small benefits reaped from new users uncovering something in the FAQ -- again, they can consult the FAQ any time they want -- are way, way, way more than erased by the frustration and ridiculousness of people losing the tickets they'd written up.

who knows, maybe WIS was fielding a lot of really really basic questions. based on some of the really really basic answers many of us have gotten to complex questions, i wouldnt be at all surprised.

I think if someone other than (insert WIS "apologist" here) would have answered the question the way hughesjr did, it probably would have been received with open thought.  I get what he is saying in his original post and I get the frustration of having to check, double check, and even triple check when are looking for an answer.  I also understand what CS is trying to do with the FAQ stuff.  Hell, look at the forum and you can see the same topic posted week after week.  Can you imagine the amount of tickets that come in asking the same "Why did this happen.." time and again?

There are plenty of things to get worked up about involving this game, but I don't think CS meant the FAQ checker to be one.  The fact that it is, is just another example of how they haven't thought things through to the end.

FWIW, if you go to submit a ticket now and hit next after typing in the text, when you are sent to the submission page, it now says at the top   "WAIT -- Your ticket has not been submitted yet."

to make it obvious, it would be very simple-- change the formatting or colors or something on the page I still think of as the "Submit" page, so that I don't think i'm clicking Submit when I'm really clicking "Next".

It wouldn't be that hard to just change the look so that it very clearly isn't the same.When i got to the next page, I was already done-- immediately closed it and went away...