New Pokemon Customer Service portal, and how to get answers quickly

Discussion in 'Pokémon News' started by Professor Dav, Mar 10, 2011.

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  1. Professor Dav

    Professor Dav Master Trainer

    [edit: since this is rather important news, i've copied this into a news thread of its own, with dave's permission...'mom]

    Over the last 12 months, I have been spending a large amount of my time rolling out our new support plan and implementing it.

    Our past support involved four guys who's main responsibility was to set up and operate the Organized Play program worldwide, answering emails as we could get to them.

    We always prioritized OP based emails above others, but over time, took over CS for the NY office as well, which included initiatives such as the Pokemon Learning League, closing the Pokemon Center NY, the launch of Pokemon.com and ancillary problems, and eventually everyone caught on to the fact that emails were super-easy to send to customerservice@pokemon.com about anything Pokemon related that they wanted to ask.

    Has Misty ever kissed Brock?
    Who is Ash's dad?
    What is the plot of the next movie?
    And so many more.

    With the system we had in place, each of these went into one queue, which someone from my team had to triage to get the tickets to the right place, the right person, and under the right priority.

    Now, we have nearly a million members at Pokemon.com. We've launched Pokemon Black Version and Pokemon White Version, we've announced Pokemon Global Link. We've announced the Trainer Challenge Online, and now, Online Mulitplayer for the Online TCG.

    Not a single one of those things creates LESS customer contact. And, of course, not a single one of those things makes questions like 'What is the strongest Pokemon in the universe' any more answerable, or less numerous.

    It is for such reasons that we have put a considerable amount of time and effort into launching support.pokemon.com in FIVE languages.

    It is also why we require users to log in to submit tickets (questions). While we do have two new email addresses available, they are specifically for users we believe should not, or cannot, access our system otherwise. Emails to those addresses that are sent off topic will be closed without a response.

    All other users have an assigned SLA (Service Level Agreement) within our system. This means, that when you log in, we know what kind of customer you are. Play! Pokemon members are marked as such, and Pokemon Trainer Club members as well. Play! Pokemon member IDs and usernames, and eventually, other important key data, are shared from Pokemon.com securely into the support portal, giving our agents the ability to more quickly address your issues.

    Yes, I said 'agents'. We now have a team of contracted support representatives who are being trained to assist us in addressing our current, and future, load of support requests. Right now, they aren't very experienced with OP issues, so those are still backed up with my team. My team is also working very hard to clear out the old support system so that we can move 100% into the new support.pokemon.com.

    Our support portal, as mentioned, also has a searchable knowledge base. Please, rate those articles. We are able to review the positive and negative ratings of articles as a means to identify which need to be improved to better serve customers looking for answers. We have already seen over 30,000 hits to our knowledgebase in just two weeks.

    We don't want you to wait for an answer, and therefore, we will continually update our knowledge, and improve our articles so that you can ultimately find an answer without having to wait for an agent to reply.

    However, we know that there are some things that just can't be answered by an FAQ or online 'how to'. So, if you want to get the best support possible from support.pokemon.com, just follow these easy tips.

    1) Have an account at Pokemon.com, and make sure your email address is up to date, ALWAYS.

    2) Log into support.pokemon.com and use the "Ask a Question" feature at the Request Support tab.

    3) Select your pull down menu options CAREFULLY. This is how your ticket is routed to the right department or agent, and is ultimately your best friend to get your issue addressed quickly. Have a problem with rewards? Selecting "Product Problems" is going to send your issue to a place where it may wait a day or two before it's actually sent to Play! Pokemon>Player>Rewards Program, which with a little care, you could have done from the beginning.

    4) Be as explicit as possible when filling in the summary, and detail fields. If you provide enough info, often, the first response you receive, will ultimately solve your problem. If an agent has to request more info, then the whole process slows down.


    Please note, customerservice@pokemon.com has been retired. It appears as though the auto-reply directing users to use support.pokemon.com may have broken and we're working to make sure that it is up and running. customerservice@pokemon.com is no longer a method for contacting us.

    Thank you,
    Professor Dav
     
    Last edited by a moderator: Mar 10, 2011
  2. SteveP

    SteveP Active Member

    Dave,

    Just a recommendation. Add the ability make no-response-needed comments/recommendations.

    Also, the support portal requires a login each time I start a new browser session (close my browser then re-open the site), even after I log in from the site's home page. It would be nice to have a static login (like the pokegym/yahoo/ebay logins) that keep you logged in for a few days or weeks.

    Good addition to the site!!
     
  3. TechMachine

    TechMachine New Member

    Problems logging in

    Thanks for the update Dav.

    Note that there is a time-out feature on support.pokemon.com
    After a certain amount of time it will require me to log back in.

    However this will not work (in IE / Chrome at least) if my www.Pokemon.com session is also old.
    Even if I can "View Profile" successfully on pokemon.com, if I click on customer service
    at the bottom of the page and then on sign-in on supoprt.pokemon.com I never get
    signed in to support.pokemon.com

    The fix for this is to logout of pokemon.com and re-login.
    Often times this is as easy a clicking on "logout" in the upper right box next to View Profile.

    Sometimes you're still logged in to pokemon.com and when you try to Sign In it either
    just refreshes the same screen, flashes the screen or comes up with an invalid password
    error.

    In this case you need to manually log out of pokemon.com via:
    http://www.pokemon.com/us/account/logout

    Once you do this you can log back in to pokemon.com and when you go to Customer Service and click on Login it will work.
     
  4. Muk Man

    Muk Man New Member

    wow so how many differt pokemon accounts will players now need, cause now im confused
     
  5. NoPoke

    NoPoke New Member

    just the one. But you need multiple strategies to access that one account.
     
  6. Pete De Shaw

    Pete De Shaw Master Trainer

    The new customer service portal and Pokemon.com are different websites, but they are linked and use the same log in information. If you try to sign into the customer service portal, it sends you to Pokemon.com to enter your Pokemon.com username and password, then takes you back to the customer service portal.

    It is usually easier to log into Pokemon.com, then scroll down and click the Customer Service link at the bottom of every page.
     
  7. HypnosProjectHQ

    HypnosProjectHQ New Member

    So I should probably put in a ticket now after 8 emails and a post on the professor boards as to why none of us in Wisconsin or Illinois have received our professor cup item from last year yet.
     
  8. Biggie

    Biggie Master Trainer

    I replied to your customer service email in December and I have responded on the Professor boards about this. If you would like to follow up again you are of course welcome to submit a new ticket or post on the OP boards.
     
  9. Son_of_Apollo

    Son_of_Apollo New Member

    I try to login to support.pokemon and it sends me back to pokemon where I'm already logged in. Don't really know what to do there. Just in case I'll post my problem here. I'm Matt s from California, username is lickilicky. For some reason I was given no rating points for my 1st round game at temecula cities and 2nd round game at California states. I played against the same person those two games and he is in my division. I'm somewhere near a rating invite so help would be greatly appreciated. I'll give my email by pm if needed. Thanks
     
  10. NoPoke

    NoPoke New Member

    Login should not be so complicated/slow/unreliable but at the moment it is :( . Try explicitly logging out even if you are already logged out.

    http://www.pokemon.com/us/account/logout

    ===========================

    In the first instance approach the TO regarding the zero points. He/She can check that it was not an out-of-age pairing that will result in zero points gained/lost. The TO can also check that both you and your opponent are in the correct age group on the uploaded event.

    The new support.pokemon.com site does cover this: it gives the following advice
    Which indicates that the correction has to come from the TO, but you can log that there is a problem if you get no response from the TO.

    ===

    just for added fun login to the support site is currently broken as is the login to the forums :(
     
    Last edited: Mar 22, 2011
  11. TechMachine

    TechMachine New Member

    Support.pokemon.com timed out

    Yes this is the issue I mentioned above.
    Your login to pokemon.com is valid since there is no timeout,
    but you've been logged in longer than the timeout allows on
    support.pokemon.com, so you need to logout of pokemon.com
    first and then re-login before you try to login to support.pokemon.com.
     
  12. SteveP

    SteveP Active Member

    Yeah, I once experienced the login bounce-back issue at the support site -- about 10 days ago.

    I still haven't gotten a response from a support ticket sent on March 8 (2 weeks ago), other than the "canned" response saying they will strive to answer me within 48 hours. I guess either I got lost in limbo, or things are really busy lately.
     
  13. Piplupshy

    Piplupshy New Member

    Any one help me out please? Because I change the email address on my account and wait to receive the activation email. But I waited for weeks and resend the email. And still nothing.
     
  14. bullados

    bullados <a href="http://pokegym.net/forums/showthread.php?

    1) Try checking your Spam folder. Those emails generally end up there if you don't find them.

    2) They usually email you within a few minutes of the request. Just like most automatic things like that. If you don't see it in a couple minutes, try again. (I'm assuming you're talking about the "Forgot Password" thing, right?)
     
  15. Piplupshy

    Piplupshy New Member

    No I don't forget my password and I always check the trash and spam folder. My problem is that I replace the email address in my account because it doesn't work anymore but think I provide the wrong email address. So what should I do about it?
     
  16. bullados

    bullados <a href="http://pokegym.net/forums/showthread.php?

    Change it again. I think you can do that through the Edit Profile section of your account.
     
  17. Piplupshy

    Piplupshy New Member

    I changed it but I think it's wrong.

    Edit profile, change email address, think it's wrong, can't receive the activation email, now can't access to my account.
     
    Last edited: Sep 5, 2012
  18. SD PokeMom

    SD PokeMom Mod Supervisor Staff Member

    use the support page: support.pokemon.com . no one here can fix this for you...
     
  19. Piplupshy

    Piplupshy New Member

    I sent an email to them last week. How long does it take for them to reply?
     

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