my.com support is either making fun or me, or made of complete imbeciles

[Satinavian]

So im going to be the bad guy and side with tech support, your messadge gave zero information about what the problem was. "it doesnt work anymore" is not an explanation, you didnt even include what device you are using, only what you used before.

Uhm... do you work in tech support too?

Because I have explained precisely what the problem is, and I have explained what device I am using.

As someone who does 3rd-level support, i can understand the replies.

1st level support is usually always available but mostly can only solve known problems. They basically have algorithms based on those known problems to find the correct one and offer the solution. If they don't know it already, they gather as much information as possible and give it to 2nd level support.

Your initial message contained information about devices but not about androit versions. Support usually doens't have devices of all kinds ready and thus can't test it. If the problem had been known, it might still have been enough to name the device but that was obviously not the case. But it seemes as if you were one of the first with this issue. But yes, "suddenly it's no longer compatible" might have been a hint to look for changed version requirement.

"I can't play or install anymore" is not particularly precise. How should the support know that that means "not seen in store" ? It could have meant as easily "I get an error message when i try to play or reinstall it". And sreenshots of errormessages are a really really nice thing. Nearly as good as logs. If your own application produces an error message, you know instantly where to look in the code and if some other module (e.g. OS or driver) produces one, you know where to look for compatibility problems.

 

[Nature Guardian]

So im going to be the bad guy and side with tech support, your messadge gave zero information about what the problem was. "it doesnt work anymore" is not an explanation, you didnt even include what device you are using, only what you used before.

Uhm... do you work in tech support too?

Because I have explained precisely what the problem is, and I have explained what device I am using.

No you didnt. You said you could run the game on a previos machine but did not mention which machine you were using now nor what the problem was. Only in your second message you even mention the actual problem.

Uh, no. I said I could run the game on those devices, and now I can't.

Look, I'mma let it pass because you have a cute bird avatar. You can't argue with a cute bird avatar.

 

[Nature Guardian]

Your initial message contained information about devices but not about androit versions. Support usually doens't have devices of all kinds ready and thus can't test it. If the problem had been known, it might still have been enough to name the device but that was obviously not the case. But it seemes as if you were one of the first with this issue. But yes, "suddenly it's no longer compatible" might have been a hint to look for changed version requirement.

"

Yeah, if I contacted support it is because they were supposed to tell me these things.

Just don't tell me you're one of those guys who expect others to have the same knowledge that you have on a given subject.

Support was supposed to tell me to look for my Android version.
Support was supposed to explain me that could be the issue.

I learnt about Android having actually more than a single version.... right now.
I answered my own question but not everyone can do that. It should have been tech support's job, instead of me reading and searching on the internet, diagnosing my issue, learning how Android works and eventually finding the answer.

Tech support's job here is the equivalent of a teacher telling a kid to go google the answer.

 

[TrulyBritish]

Your initial message contained information about devices but not about androit versions. Support usually doens't have devices of all kinds ready and thus can't test it. If the problem had been known, it might still have been enough to name the device but that was obviously not the case. But it seemes as if you were one of the first with this issue. But yes, "suddenly it's no longer compatible" might have been a hint to look for changed version requirement.

I learnt about Android having actually more than a single version.... right now.

I... I'm sorry?
What did you think an update was?

Sorry, I don't mean to be rude but I just can't help but think you're initial comment was a little unhelpful. Tech support aren't psychic and it really does help to be clear on what error message you're getting. The very first thing I'd have asked (bearing in mind I've never done tech support) is if you'd done any recent updates or if the app had been updated.

 

[fletch_talon]

Yeah mate, not gonna have a go at you for your lack of knowledge since you've actually gone out and chosen to learn instead of remaining ignorant. That's commendable.
But you need to take some advice as well. When you contact tech support (or even just ask for help from someone) a detailed explanation needs to be a step by step walkthrough of exactly what happened. In your case:

I have played your game on device x previously
But now when I go to the play store on that device and press download/install/update
It comes up with an error message saying "not compatible with system"
Here's a screenshot of the error message

What you essentially did was:
Hey help. Used to play this game on these devices, can't play the game anymore (ambiguous as to whether you're using the same device or if you're trying to play on a new device)
Its no longer compatible with my systems (you didn't specify that this was an error message you were getting. Even when you placed it in quotation marks it wasn't clarified what you were quoting)
You then proceeded to get angry at requests for more detailed information.

The tech support in this instance could have done better at clarifying what they needed from you. But you also need to learn some patience and how to ask for clarification instead of thinking that someone is stupid or that theyre treating you like you're stupid.

 

[Strazdas]

You might want to read his initial message again, he clearly states which systems he was able to play the game on before, but can't play them on any longer and he states what his problem is.

I could play this game perfectly on both my Hewlett Packard HP Slate 7 Plus and an Asus K00F. No lag, no stutter, it run smoothly and with maxed graphics too! Nice optimization, by the way. However..... I can't play or even install the game anymore now. Suddenly, it's no longer compatible with my systems. What's going on????

Uh, no. I said I could run the game on those devices, and now I can't.

Look, I'mma let it pass because you have a cute bird avatar. You can't argue with a cute bird avatar.

Heres the problem: When i read your message i read it as you played the game on another device and are having trouble installing it on a new device, instead of installing it on the same device as before. You didnt make it anywhere near clear enough what you were doing. I would hate having to do tech support for you.

P.S. this is the second time my avatar is getting me out of trouble, wooo!

 

[Satinavian]

Your initial message contained information about devices but not about androit versions. Support usually doens't have devices of all kinds ready and thus can't test it. If the problem had been known, it might still have been enough to name the device but that was obviously not the case. But it seemes as if you were one of the first with this issue. But yes, "suddenly it's no longer compatible" might have been a hint to look for changed version requirement.

"

Yeah, if I contacted support it is because they were supposed to tell me these things.

Just don't tell me you're one of those guys who expect others to have the same knowledge that you have on a given subject.

First level support does not consist of very tech-savvy people either. It is usually outsorced to some callcenter to guarantee 24/7 availability while higher level support only has normal working hours whereever the headquater is located.
Those guys know typical problems and the corresponding solutions. Because that is what they get to do their jobs. It is enough for most customers and makes time for the more professional people to takle the harder, rarer problems.

They don't know about strange, unknown problems and they also don't know where to look further.If the android version was not on the list of known problems and solutions (quite likely) they would not have known to ask you about it.

What they do, when they can't help you, is gather as much information as possible and refer your problem to 2nd level support. Those people usually know the product and it's quirks very well. But they are not always reachable and as they end up with the more difficult problems they might not have time at the moment and need to prioritise. And even those are usually service-people, not neccessarily knowledgable about technology beyond their product.

If even those don't find the solution, it is time for 3rd level support. This is often done by the developers themself. Which means more time for 3rd level support is less time for other bugfixes or further development. Also there are priority concerns here and one-customer-problems-which-the-support-can't-solve might end up with considerable waiting time.
This is also the first level of support that is not actually hired for people skills which is why most companies don't want them to actually interact with customers directly. Those are the people who might answer "Didn't you read the update notice ? There is clearly stated that our product requires Android 4.3 since release XXX.xxx. Why do i have to waste my time with something that obvious ? And why didn't our 2nd level support find this already ? Are our own people to lazy to read update notes ? Why do we write them at all if no one bothers to take a look even when a problem occurs ?"

 

[bluegate]

You might want to read his initial message again, he clearly states which systems he was able to play the game on before, but can't play them on any longer and he states what his problem is.

I could play this game perfectly on both my Hewlett Packard HP Slate 7 Plus and an Asus K00F. No lag, no stutter, it run smoothly and with maxed graphics too! Nice optimization, by the way. However..... I can't play or even install the game anymore now. Suddenly, it's no longer compatible with my systems. What's going on????

Heres the problem: When i read your message i read it as you played the game on another device and are having trouble installing it on a new device, instead of installing it on the same device as before. You didnt make it anywhere near clear enough what you were doing. I would hate having to do tech support for you.

What leads you to believe that he is now using a different device? Because personally, I would find it unlikely that a person that went through the trouble of naming two devices that it used to run on would neglect to name the new device they are trying to run it on.

Maybe it's a matter of perspective, where I assume the person I'm talking to to have a semblance of intelligence, you maybe assume the customer to be a dimwit just hitting keys on a keyboard, god knows there are a lot of those customers around.

But seriously, when doing tech support for an Android application and you get a customer saying that it won't install on their device, even if they haven't even named the device, that should raise a flag that the customer might be trying to install it on a non compatible device, as installation of applications is handled by the Google Play applications and not by the game itself, any errors during installation are either because of compatibility issues as defined in the application's manifest or because of a breakdown in Android itself, such as for example running out of space.
The first step should have been to reconfirm the devices that he or she is using and their Android versions, and to reconfirm what the problem is by repeating it as understood by the person handling the ticket and, if need be, ask for more information. Simply asking a customer to rephrase himself, but more detailed, without making any attempt to understand their earlier message is bad practice, it doesn't tell the customer what kind of information they should provide or what was wrong with the information they previously provided.

By the second message there shouldn't have been any need to ask for screenshots anymore, because it should have been abundantly clear what the problem was to any capable tech support person and any non - capable tech support person should have known how to properly ask for more information.

 

[jklinders]

I just found out online that "Planet Of Heroes requires Android firmware 4.3 and up".

I have 4.2, and it won't update further....

....but the game used to work on 4.2....

Oy.

A simple question could have saved everyone hassle. I've done tech support myself. I second what tippy2k says about the way they work and the frustrations therein. But you would think that "what OS/firmware version are you using?" would be top priority in a question like that.

my.com is also Russian, so I'm guessing their tech team is a primarily non English speaking group of people. This exacerbates the existing problems in regards to tech scripts. They are not primarily English speaking so are likely depending on the script to actually understand your problem first.

As a time saving measure, especially when dealing by email or IM, have your system specs, OS/firmware version, internet connection type and speed on top of the history of your problem. You had your system specs, but not your firmware version, if your tech had poor English they had 0 chance of helping you off script.

I have little regard for these guys, but my bias is based on how their parent company mail.ru are currently running armored warfare into the ground.

 

[Dirty Hipsters]

Your initial message contained information about devices but not about androit versions. Support usually doens't have devices of all kinds ready and thus can't test it. If the problem had been known, it might still have been enough to name the device but that was obviously not the case. But it seemes as if you were one of the first with this issue. But yes, "suddenly it's no longer compatible" might have been a hint to look for changed version requirement.

"

Yeah, if I contacted support it is because they were supposed to tell me these things.

Just don't tell me you're one of those guys who expect others to have the same knowledge that you have on a given subject.

Support was supposed to tell me to look for my Android version.
Support was supposed to explain me that could be the issue.

I learnt about Android having actually more than a single version.... right now.
I answered my own question but not everyone can do that. It should have been tech support's job, instead of me reading and searching on the internet, diagnosing my issue, learning how Android works and eventually finding the answer.

Tech support's job here is the equivalent of a teacher telling a kid to go google the answer.

Wait...you only just found out that there are multiple versions of android, and you have the gall to call the tech support people idiots?

This is common knowledge, Google even actively advertises advertises their various Android OS upgrades. What do you think lollypop and marshmallow are? Why do you think updates happen?

There are actually no words.

 

[Nature Guardian]

Wait...you only just found out that there are multiple versions of android, and you have the gall to call the tech support people idiots?

This is common knowledge, Google even actively advertises advertises their various Android OS upgrades. What do you think lollypop and marshmallow are? Why do you think updates happen?

There are actually no words.

The difference is that I am NOT required to know those things.

Tech support on the other hand, is.

When someone ignorant like me finds the answer to their problem before tech support, who's the idiot?

I can see no one in this forum has ever worked as a teacher. Never, never assume another person knows things just because you do.
Unless it's your job to know those things.