Writing to Kingsisle: Do's & Don'ts

[Sandy]

Introduction
This guide is to help us consider things when writing letters to Kingsisle, posting about Wizard101 topics on Twitter or Facebook, etc. This will be a relatively short guide, although it will cover several things. Post any suggestions in a reply, and I will add them to this guide! (:

Before you write
Remember who you are talking to—Kingsisle employees, specifically their customer service workers. The last thing you would want is for them to be annoyed at their customers, and unwilling to answer your questions. Also, if your question is a simple one, first check the F.A.Q., Known Bugs, or the Wizard101 Handbook, to see if your question is answered there.

Make sure you are communicating with the right department
If you have any questions or concerns regarding billing, send an email to: [email protected]. Include your billing name and/or the last FOUR digits of the credit card (or your Wizard101 account username if you know it).

If you have any questions or concerns regarding game or account matters, send an email to [email protected]. Include your Wizard101 account username, but not your password.

Currently, Kingsisle doesn't offer phone support.

Be clear about what you want
When you file a problem with Kingsisle, stay calm, while making it clear what exactly you want. Staying calm shows respect, and it shows Kingsisle that they can easily work with you. State what you believe what an acceptable solution would be. A long rant about how upset you are might make you feel better, but Kingisle have no way of closing that file. Tell them specifically what you think would be an acceptable solution, and make sure that it is something that fits within the existing framework of the currently released game.

How to type
It sounds silly, but sometimes people have trouble reading certain types of fonts. For example, this is harder to read. Also, making your font neon greenor bright yellow won't make their workers happy. Some font sizes are also harder to read. Like if you type really small,
or really big.
The people who respond to emails don’t want to read letters that require them to pull out their magnifying glass/zoom in on the page, or letters that require scrolling down the page every 4 words.

Language
Be careful with your word choice, use your words appropriately, and never, ever curse. Another thing to watch out for is using keyboard shortcuts - avoid them and stay formal, it's simple respect. No "but if u add dis it wud b kewl"s.

Bug Report?
If your letter is a bug report, simply fill out the form(s) for the report, include the information they list (username, wizard name, etc., but no password). A “thank you” at the end is polite, showing that you appreciate their work.

Asking gameplay-related questions
Probably one of the most common letters, and sometimes the most irritating, gameplay questions are often something like, “I’m stuck. Where can I get more quests?” Basic questions like these can be answered by looking through the Wizard101 Handbook, saving your time, and also Kingsisle workers their time.

Begging
Before going on to idea letters and suggestion letters, it should be emphasized that there shouldn't be any begging. No "please!!! I really want an Orthrus mount!!!"s.

Customer idea letters
Lots of times people send in new spells, cards, pets, mounts, houses, features, etc. that sound great, but would take forever to put into the game. Not to crush anyone’s hopes, but have you seen many customer-submitted spells that Kingsisle actually put into the game? They probably send back a “thank you for your ideas, we’ll put them into consideration!” autoreply.

Customer suggestion letters
These letters take a feature and explain how they could be better. The key to writing these “how you could improve” letters, is avoiding words such as “can,” “want,” etc. Instead, use suggesting words like “could,” or “would;” and always remember your manners. Never make yourself sound like you’re threatening, or complaining that they have to add your idea. Always make yourself sound like you’re simply suggesting something, maybe a recommendation, or some easy advice.

How not to write: I want gold to be tradable between all of my characters. Can you add a feature like this? Because I’m getting annoyed.

Change it up: One idea I would like to suggest is a gold feature, so that characters on my account could have the possibility of trading gold to one another. Something like a “family bank” would be amazing.

…And end it with a “thank you for your time and consideration.”

After you send your letter
Patience is crucial. Sometimes you will receive a reply within 1-2 days, but other times when Kingsisle gets truckload after truckload of emails, it may take them 2-3 weeks or longer. Sending them several copies of your letter will just slow down ther process even more. Sending complaint letters will slow down their process, as well as make them unwilling to help you. Also, if the issue is a popular one, Kingsisle doesn't need 800 letters telling them that their lvl 48 pet isn't giving power pip chance. Wait until they have created a bug form to fill out, or have resolved the issue/made an announcement.

Thanks to: Michelle Shadowcaller, msbrown, The Myth Princess, coralny123, Sabrina Mythshard

[FYI I like pie]

Good job Sandy! Remember, when you use their time, things delay

Nice guide!

[Kira]

lol if you zoom(Ctrl+ -/+) in on "For example, this is harder to read." it looks bold and when it at regular 100% zoom it doesn't look bold at all :P

[Neon Lights]

What a nice little guide. Thank you. ^^

[Michelle Shadowcaller]

I need to correct you on your first tip. When we write to KI, we are not writing to the creators/owners/designers of the game. We are writing to customer service employees. These people are not involved with creating/designing/owning the game.

So many people write to KI and then complain about recieving "cookie cutter" answers, but really the support people more than likely have manuals in front of them with steps to take depending on the question/complaint type they recieve.

[Chosen Wizard]

This is a good guide, thanks Sandy

[Courtney]

its about time someone said this, thanks :D

[msbrown]

Great post! Thanks!

Two additional suggestions: Be clear about what you want. And, make sure you are communicating with the right department.

Customer Service department deals with products that already exist, ones that customers are already using. If you aren't already using it, Customer Service can't help you. Customer service can't help you with new ideas, new features, or upcoming releases.

Customer Service departments are charged with providing resolution to specific problems. Senior company management get daily and weekly reports on how many problem requests were received, how many were resolved, the average time it took to resolve them, and how many are still outstanding.

So, when you file a problem with them, tell them what you want! It is so much easier to fix a problem when you know what an acceptable solution would be. A long rant about how upset you are may make you feel better, but they have no way of closing that file. Tell them specifically what you think would be an acceptable solution. And, make sure that it is something that fits within the existing framework of the currently released game.

[Blue Panda]

Another thing: DO NOT curse.

[coralny123]

Another thing: DO NOT curse.

Yea, thats a one way ticket to getting banned! You also might want to put in grammar; Don't type: "Cuz, it would b so kewl 2..." Do type: "Because it would be cool to be able to......"