Wednesday, January 11, 2012

Tips for Contacting Hidden Chronicles Customer Service


If you are experiencing an issue on your estate, we serve you best when you provide as much detail as possible about your issue or question.

It's always helpful if you can provide the following in the body of your email:

* A short but clear description of the issue you are experiencing.
* What are the exact steps that lead to the error?
* How often does this issue occur?
* What type of Internet browser and what version of that browser are you using?
* What Flash version are you using? (To find your Flash Player version, just load the app,  right click somewhere on your estate, a pop-up will appear and collect the series of numbers next to "About Adobe Flash Player")
* Did the game generate any error messages?
* If so, include a screenshot of the error message.
* What type of Internet connection do you have? (DSL, cable, etc)
* User ID or Email address used to log into Facebook.
* Your email address where we can contact you
* Your consent to be willing to help us, for instance we may have to run some test on your account to determine what the root cause of your issue is.

Here is an example submission of an issue to our customer support team; you can use the above questions as reference and insert your answers below each question. This will help us address your issue better.

Hello Hidden Chronicles Customer Service,

I've been having a problem with loading the game. It happens every time I attempt to load the app.

What are the steps to reproduce the problem?
I load the game and I get a blank screen

How often does this issue occur?
100% of the time

What type of Internet browser and what version of that browser are you using?
I am using Mozilla Firefox version 8.0

What Flash version are you using?
I’m using Flash Player 11.0.1.152

Did the game generate any error messages?
No, just a blank screen

A screenshot of the error message
Screenshot attached

What type of Internet connection do you have? (DSL, cable, etc)
I’m using cable

User ID or Email address used to log into Facebook.
Here’s my Facebook user ID XXXXXXXX

 Your email address where we can contact you
Johnsmith@john.com

Your consent to be willing to help us, for instance we may have to run some test on your account to determine what the root cause of your issue is.
 Yes, I am willing to help the Hidden Chronicles. I allow you to run some test on my account.

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