Just cancelled Premium due to complete lack of support

[Hervor]

I engage with BGA in a limited capacity (no arena, no "new lobby", only a limited number of games) and because of that I do not have a lot of experience with the bug reporting system. However I have reported bugs (more accurately added to a report) the happen on the forums and never got any feedback.
I think we really need a feedback system such as nik592 described. For me, even if my particular bug is at the very end of the queue, just knowing that someone has actually read the report would make me feel better and leave me a happier customer.

[--Q--]

I sent two tickets to the support (one in June 2023, one a week ago) and never got a reply. I dont think I will ever get an answer from BGA.

[nik592]

I engage with BGA in a limited capacity (no arena, no "new lobby", only a limited number of games) and because of that I do not have a lot of experience with the bug reporting system. However I have reported bugs (more accurately added to a report) the happen on the forums and never got any feedback.
I think we really need a feedback system such as nik592 described. For me, even if my particular bug is at the very end of the queue, just knowing that someone has actually read the report would make me feel better and leave me a happier customer.

I agree, that's why we do it (happier customers), but my company probably runs a much bigger bottom line than BGA and has a larger number of employees (though we're still a pretty small company). The people who monitor the incoming queue have it as part of their job description that tickets get a response in a certain timeframe depending on priority - but I would bet no one at BGA officially monitors the incoming queue. Probably some people check it from time to time, but I doubt every bug actually gets looked at by someone who could actually action it (or even comment on it).

[StrikingCobra]

For context, I enjoyed premium membership and would absolutely re-subscribe. However, I have a persistent issue that seemingly affects only me. I dutifully created a bug, and created copious amounts of documentation for the bug, validating and reproducing it. Prior to creating the bug, I created a message on the forums to see if anyone had any suggestions, and got zero response.

https://boardgamearena.com/bug?id=145302

This bug documents that once I have created a game in Arena mode, I can't then create a regular play mode game, because it silently converts the game to Arena. This makes BGA mostly unusable for me, at least for any game that I've ever done an Arena game with.

As far as I can tell, zero developers or support people have looked at the bug.

In desperation, I cancelled Premium hoping at least to flag attention to the bug -- nope, got a "sorry to see you go, if you have an issue, post to the forums".

BGA is awesome when it works, and when it is completely down, there does seem to be a development team that will bring it back up. But it appears that if there are bugs that affect individuals, there are zero workable support paths.

I'd honestly re-up my subscription if only a BGA support person or developer told me they were looking into the issue....

I get this a lot too - almost always in Ticket to Ride

[Ferchuz]

How do you cancel premium? I cannot seem to find a button anywhere to cancel, somehow i found it last month and cancelled the membership but it charged me again this month... Already sent a message but no reply so far, im scared it will charge me every month forever.

[ufm]

https://boardgamearena.com/preferences?section=account

[ktstrike]

How do you cancel premium? I cannot seem to find a button anywhere to cancel, somehow i found it last month and cancelled the membership but it charged me again this month... Already sent a message but no reply so far, im scared it will charge me every month forever.

Hi my account was charged again as well, I was trying to find the "cancel" button but not successful. If there is no choice, I have to block the payment. Is your issue resolved?

[Meeplelowda]

I was trying to find the "cancel" button but not successful.

You don't have to find it. Someone did the work for you. There is a link to a page that itself has a link labeled "Cancel my subscription" in the post immediately above yours.

[ktstrike]

i dont have that option, no such link under my page, mate. Do you see it on your page? What browser do you use? I wonder why I cannot see it, if there are different version of this website.

[Mathew5000]

i dont have that option, no such link under my page, mate. Do you see it on your page? What browser do you use? I wonder why I cannot see it, if there are different version of this website.

ktstrike, I'm not sure what you mean by "my page" and "your page". Go to https://boardgamearena.com/preferences and click on "Account" to see your account preferences. When I do this, the top section is labelled "Premium membership". It gives my current plan and the date of my next invoicing, followed by a link labelled "Cancel my subscription". When I click there, I get a dialogue box saying "Are you sure? Your account will remain Premium until the end of the current period, then there will be no automatic renewal."