What I've learned about HK support

[LordTaker]

I feel like with any other company you can expect total perfection. We see it our everyday lives etc. There will be setbacks, errors, misscomunications, etc. Its human nature we cant all be perfect, just like with haypi. I honestly dont feel theyre just sitting rakingin in the dough.. im sure theyre hard at work at fixing and trying to improve the game they made so succesful. Yea players should voice their oppinion for suggestions and concerns but in a meaningful way. Like lycan mentioned bashing and demanding wont get you nowhere.. voice your opinion and just hope for the best... encourage rather then put down, it will make them feel yea this guy really like our game we should deffinetly keep working hard to continue to make it better. Anyway just another personal opinion, I myself am being patient and possitive I hope you all are too.

-LT

Did you mean to say

I feel like with any other company you can expect total perfection

Cuz after that you went on saying how we all make mistakes and haypi does it too...?

Just a little confused on your take on this

Pretty sure he left off the apostrophe-t after can. It should probably read: "I feel like, as with any other company, you can't expect total perfection."

By the way, total perfection is superfluous. Perfect means that something is done thoroughly. (Latin FTW)

I agree that at no point of time do one need to be harsh with Support. They are doing their job and given there are thousands of players, it is not possible to address complaints with godly promptness.

But there is no doubt some improvements are needed. From what I understand, most customers only complain when they have reach a threshold of tolerance and the matter have escalated beyond them. Though turnover of players will always remain a factor, Haypi does need to lower it...considerably.

Suggestions I would recommend in light of recent events:

1. Create a small rollback or reset button:
If Haypi knows it gets quite a bit of down time and players suffer due to it, its better to have a functionality to reset to the point where the game was back up and running. This way, the pp that was gained by played after starve is preserved as well.

2. Employ extra Support personals:
Haypi has customers online 24/7 and given the number of players, the complaints will pile up. No matter how diligently Support works, it would be hard to cater the needs of so many players. Add to that the forum support, its quite a laborious task. Adding support personals would in turn reduce the complaints received. Service is as important as as product.

3. Focus on patches and development:
I know that Haypi has been constantly dealing with patches and upgrades to make game better. Thank you for that. I would recommend prioritizing especially for players that have been left out - like the Window Phone and Android users.

4. Communication with Players:
The news tower is a great start! If Haypi is going through any issues, small or big, being honest with player would be a positive turn. If players understand that their needs are heard and hear from Haypi at a constant basis, they would appreciate the effort. If a patch is being released, a word of caution of possible ripples or crease should be conveyed, so when and if the unfortunate happens, the players are not in dark and are (hopefully) more understanding.

Now some suggestions may have feasibility issues I am not aware of, but from my point of stand they are doable.

I apologize for the long read.

[LordTaker]

Did you mean to say

I feel like with any other company you can expect total perfection

Cuz after that you went on saying how we all make mistakes and haypi does it too...?

Just a little confused on your take on this

was meant to start of as , "I feel just like with any other company you can't expect perfection"

sorry for the typo, i write fast sometimes, oops.

Sadly, this is what I believe it comes down to:
If you've had your problem resolved by support, or even a real effort made on their part to try to solve it, then answer this question - How much money have you pumped into the game? I may be wrong, but it seems like the ones who have a good experience are those who would have the greatest impact on Haypi's wallet if they were to quit.
Of course I know this theory isn't without it's faults. There are many who have spent a good deal of money on the game who still get treated poorly. But I think there are far fewer of us who can't or won't spend all our hard-earned money on a game for a phone who have received such excellent service.
Just my own personal opinion, you can make your own assessment based on what you've seen/heard. It makes no difference to me. All I'd like to see is a genuine effort being made to fix the problems. "Bugs Fixed" under the What's New section in the market and iTunes tells me that each update is basically a shot in the dark, in hopes that they get lucky and fix something.