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Error loading .wowsreplay file to support. The response is "epic"

afk replay support catch-22

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husband #1 Posted 16 May 2017 - 01:48 PM

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I posted a support ticket and attempted to post the replay on the support portal:izmena:

 

In the support ticket I mention the portal gives me this error about the wrong file type, apparently somewhere ".wowsreplay" is an incorrect filetype and no-one has fixed it yet:

####

should be able to upload WoWs replays? do I need to rename the replay?

>>> File 20170515_222811_PGSD106-Ernst-Gaede_42_Neighbors.wowsreplay: invalid format. Allowed file formats: bak, cfg, dmp, jpeg, jpg, log, pdf, png, pp2, rar, replay, txt, wgc, wotreplay, wowpreport, xls, xlsx, zip

 

Their canned response is: 

Spoiler

 

but I just reported that I had an error uploading .wowsreplay files...

so a zip will be sent post haste, but seriously.. :honoring:



mohawkdriver #2 Posted 16 May 2017 - 02:36 PM

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Yeah...customer service at it's worst.

husband #3 Posted 16 May 2017 - 02:56 PM

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View Postmohawkdriver, on 16 May 2017 - 02:36 PM, said:

Yeah...customer service at it's worst.

 

I suspect to facilitate faster workflow there is a filter than scans and allocates the canned response and is only designed to deal with one issue at a time per ticket. I assume 80% of the support tickets are one issue items and their software has been tailored to optimize that and anything more complicated will require repeat contact and can't be predicted easily with an algorithm

TTK_Aegis #4 Posted 16 May 2017 - 04:00 PM

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View Posthusband, on 16 May 2017 - 01:48 PM, said:

You should be able to directly attach .wowsreplay files to your forum posts and ticket replies through the "Attach Files" function, you will also need to place the file in a .zip.

 

They're telling you you got the file error because you didn't put it in a ZIP first. So... I'm really not sure how this is bad service? I mean they're telling you exactly what you need to know. Okay it's a canned reply, but it's a canned reply with the data you needed. Why is that bad? 

husband #5 Posted 16 May 2017 - 04:30 PM

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View PostTTK_Aegis, on 16 May 2017 - 04:00 PM, said:

 

They're telling you you got the file error because you didn't put it in a ZIP first. So... I'm really not sure how this is bad service? I mean they're telling you exactly what you need to know. Okay it's a canned reply, but it's a canned reply with the data you needed. Why is that bad? 

 

I was following the initial instructions so the canned reply was poor because:

 

they are specifically asking for the .wowsreplay replay file AND the zip..(The initial support ticket for replays DOES NOT ASK for "and a zip file")

but the software does NOT RECOGNIZE .wowsreplay files - 

 

so what is wrong with the reply is : they are asking for me to attach something the software does not allow, and I am letting them know that and then sending a canned reply asking for the same thing I just wrote in letting them know their system does not permit it and is bugged. 

 


 

 






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