Has Customer Support Been Naughty Or Nice?

[arcticdog]

Alright people. So far the thread isn't very helpful to them because it's all the positive, which of course is great but.....

can we get some of the negative stuff too. They do read the forum and it would help them if there is a place that they need to improve. Of course keep it constructive and don't just go stupid on them.

This is to benefit OUYA? If OUYA wants to know what their service rating is, why wouldn't they send out surveys on their own? It would reach far more people and could be done in a way that doesn't burden a user with having to set up an account on some random forum they may never return to.

[mmartino]

This is to benefit OUYA? If OUYA wants to know what their service rating is, why wouldn't they send out surveys on their own? It would reach far more people and could be done in a way that doesn't burden a user with having to set up an account on some random forum they may never return to.

They do send out surveys after each support ticket is closed. The problem is we have people complaining on here about support that are either not filling out the surveys or filling them out saying support was good. Their is a disconnect somewhere so we started this thread for our members to sound off. If someone is not a member here they should still contact support and fill out the surveys. And then come here

[Kaimega]

This is to benefit OUYA? If OUYA wants to know what their service rating is, why wouldn't they send out surveys on their own? It would reach far more people and could be done in a way that doesn't burden a user with having to set up an account on some random forum they may never return to.

As the old saying goes, there is more than three ways to skin a cat. Sometimes the first two ways just isn't as effective as way #3. People can get intimidated when sending messages about customer service to customer service (way #1), and Surveys tend to not give the best feedback (way #2). Way #3 would be to complain to everyone else how the support was, and as OUYAs support team is here, they would be able to gather any feedback that may otherwise be missed.

[arcticdog]

They do send out surveys after each support ticket is closed. The problem is we have people complaining on here about support that are either not filling out the surveys or filling them out saying support was good. Their is a disconnect somewhere so we started this thread for our members to sound off. If someone is not a member here they should still contact support and fill out the surveys. And then come here

As the old saying goes, there is more than three ways to skin a cat. Sometimes the first two ways just isn't as effective as way #3. People can get intimidated when sending messages about customer service to customer service (way #1), and Surveys tend to not give the best feedback (way #2). Way #3 would be to complain to everyone else how the support was, and as OUYAs support team is here, they would be able to gather any feedback that may otherwise be missed.

To be honest with you, if I were managing the support process, I wouldn't want to have to hunt down the various forums that might have this kind of post to figure out where the disconnects are. Because largely, it doesn't make support better without follow-up. I guess I don't see option #3 as anything more than a combination of #1 and #2.

Contact the support channel directly, then come here is good advice. The ouya site also has a place where you can email them directly: https://support.ouya.tv/home. I didn't see that anywhere in this thread, which is why I posted at all.

Not saying this is a bad idea. I was curious about the goal since Killswitch was trying to solicit negative reviews..