Dungeons and Warriors 86.79% complaints involving no reason seal

Recently, 315 consumer electronic Complaints Network game rights complaints Zone, complaints the highest in the company under the operation of Tencent's "underground City and Warriors" (hereinafter referred to as "DNF"). In the computer maintenance complaint area, the number of people joining the DNF rights group is more than the sum of all other groups.　　To this end, the online game channel reporter interviewed 315 consumer electronic complaint Network responsible person, understand about "Dungeons and Warriors" complaints and treatment. 86.79% of complaints related to the Account no reason to be sealed by the person responsible for telling reporters, the player large-scale rights complaints, originated from Tencent DNF. "At 11 o'clock noon March 26, the number of people joining the activist group reached 10048, and the number is still growing." "DNF Rights" group of players complained about the contents of the account is blocked, server cards, new gift packs, account theft, items lost can not be recovered or can only find some low-level equipment, and so on, most of them are about the game account was mistakenly sealed complaints, the group of more than 95% of the topic is related to the account is blocked. And from the 315TS Complaint Center set of data to show that the 2010 underground city and the Warriors of the complaint, 86.79% of the complaints related to the account is blocked.　　"The reporter found in the investigation, 315 consumer electronic complaint Network" DNF Rights "was created by the player at the end of August 2009, the group management is mostly by the player responsible for the DNF players to discuss the rights of a concentrated, because the group is relatively prosperous, has become DNF rights of one of the main positions. Player rights to complain about the rise of the person responsible for a number of previous attacks on large-scale rights complaints, said the player's first large-scale complaints occurred in August 09, DNF Complaint volume after a brief fall, because the number of problems again exploded, in order to let everyone have a focus on the issue of Rights,　　Let the community better understand DNF player's voice, there are players in the 315 garden created a "DNF rights" group. In September 09, a second large-scale event, the player Gan Tengyun in the group sent a post "letter of letters, sealed by the server, account number, the role of the name of the letter, to see our strength", has been the response of many players, as of March 26, 10, More than 5,400 players have signed a petition.　　Players in this complaint, in addition to reflect the case was mistakenly sealed, there are more players to reflect the 08 was sealed a year's account has not been solved or solved the online and was sealed forever. Since September 09, complaints against "Dungeons and Warriors" have climbed steadily. A large number of events occur every month, one of the January DNF complaints involving the proportion of the number as high as 93.11%, February because of the Spring Festival gift package problems and server updates after the card machine problem more, plus the number of complaints, complaints volume reached a recent peak, and the proportion of the number has declined,　　Still accounts for 82.71%. Tencent processing is not timely　　In the interview, the official told reporters, for 315 consumer electronics Network feedback to Tencent's player complaints, Tencent said because of the large number of complaints, can not do one by one return to the complainant, can only return to some of the complaints of the player. And for the player complained about the situation, Tencent stressed that there is no false seal phenomenon.　　But only a handful of players are able to get a handle on the envelope. For the handling of complaints, Tencent responded slowly, and most of the template for the reply "has contacted the user." Dear users, Hello, about your question, verified that the account number due to the use of illegal software in the game has been stopped for one year, can not be solved in advance, please understand.　　"About a return visit to complain about the user's situation, in the content of Tencent reply to" has contacted the user ", in fact, many complaints about user feedback and did not receive Tencent customer service phone or QQ return visit. How to protect the interests of players online games as a new industry, in the after-sales service must be to the traditional industries to learn, so as to healthy and sustainable development.　　315 Consumer Electronic Complaint Network staff recommendations, as operators from the following four points to provide quality of service to protect the interests of players.　　1, customer service telephone perfect. According to the player reflected in the game when the problem would like to contact customer service, but not call, through the online complaint is basically copy paste template reply, no effect.　　With the increasing number of game users and the increasing number of users seeking help from customer service, Tencent needs to make great efforts to perfect the call center to avoid the failure of the customer service hotline.　　2, increase customer service input, improve complaints to deal with the quality of return visit. Tencent's online games developed faster in the 09, market share has also risen to the forefront of the industry, but the development of after-sales service is far from the growth of the market, the rapid expansion of the market, but there is no corresponding after-sales service as a safeguard, complaints to deal with understaffed, resulting in the accumulation of user dissatisfaction, complaints will be more and more, thus entering a vicious　　If the relevant departments of Tencent do not realize this problem, increase the investment in customer service, improve complaints processing quality, good customer relationship maintenance, once the bad Word-of-mouth in the industry widely disseminated, it is too late to mend.　　3, from the technology to ban the plug-in, reduce the probability of false seal.　　Although DNF plug a lot of, but caused by the false seal is also a lot, Tencent needs to strengthen the use of the technology to block plug-in, and reduce the probability of false seal.　　4. The time limit of the items in the account is not affected. According to the player, in the time of the account being sealed, account of the time limit items are also deducted, often appear account to solve the situation, and the failure of the case, and if the case is mistakenly sealed, the player is more wronged, the goods without consumption is innocent consumption, suspected infringement of the player's rights,　　Therefore, it is hoped that Tencent will be able to prolong the time of use of the items according to the length of time. If we can achieve these four points, I believe the high level of complaints can be effectively alleviated. Here, also hope that all operators can improve the network game productsAfter-sales service consciousness, give the player a harmonious network game consumption environment.