#4 - Aug. 27, 2010, 3:59 p.m.
A survey is sent to the registered email address on the account when a representative provides an answer through email, in game, or via phone, Redefined.
The survey responses are to be based on the response provided for you at that time, not if the issue was resolved or not. Occasionally the issue may take several days to resolve completely, such as in cases of compromise.
We will use compromise as an example. A player gets compromised and all their items are missing. They contact Account Services for assistance. They speak with a representative who assists them with getting back into the account. The representative is very helpful, answered all their questions, but there is still the case of the missing items in game.
The first survey you receive will be from the phone conversation you had with the Account Services representative. You would answer the questions based on your interaction with that individual, even if the issue is still outstanding. A few days later, the items are restored back as they were. You would then receive another survey in reference to the Game Master who restored the account, and you would answer it accordingly. All surveys will have the name of the person who assisted you to alleviate any confusion if multiple surveys are received.
I hope this helps answer the questions you had about our survey system.
Q u o t e:
Could you check if the original e-mail was ever received and what I was supposed to have received in return as far as information? Perhaps the response e-mail never got to me?
I do not see that we have received an email recently from the registered email address associated with the account you are posting on. Did you perchance contact us from another email address entirely?
