Imagine waiting nearly a year for help with a game-breaking bug - that's exactly what happened to one PUBG player who reached out to customer support in March 2020. Their complaint about ranked matches failing to start while still deducting rank points seemed straightforward enough, but what followed became a masterclass in support limbo. The initial auto-reply promised swift action, yet the actual solution didn't arrive until February 2021! When the response finally landed, it began with an ironic "apologies for the delay" before explaining how game patches might cause such issues. Most frustratingly, it requested video evidence that the player had already submitted... which had long expired during the 11-month radio silence. pubg-s-year-long-support-nightmare-vs-nintendo-s-heartwarming-service-image-0

Was this extreme delay pandemic-related fallout or just corporate negligence? 🤔 While COVID-19 undoubtedly strained gaming companies, other industry giants proved stellar support remains possible even during global crises. Nintendo particularly shines here - they made headlines replacing a 95-year-old grandmother's broken Game Boy and gracefully fixed mistaken Pokémon Sword & Shield expansion purchases. Their actions demonstrate core support principles PUBG seemingly ignored:

  • Empathy over scripts: Nintendo prioritized emotional connection

  • Proactive solutions: Fixing issues before escalation

  • Trust building: Valuing player loyalty long-term

This saga raises critical questions about modern gaming support systems:

People Also Ask:

  • What's an acceptable wait time for game support?

  • Should companies compensate for extreme delays?

  • How do pandemic pressures justify service failures?

The contrast between PUBG's glacial response and Nintendo's warmth highlights gaming's customer service paradox. While PUBG remains wildly popular, this incident suggests player concerns might literally get lost in corporate machinery. Yet Nintendo proves that even minor gestures - like replacing vintage hardware - create legendary goodwill. Maybe PUBG could adopt Nintendo's philosophy: treating players as community members rather than ticket numbers.

📊 Support Response Time Comparison:

Company Issue Type Resolution Time Player Sentiment
PUBG Ranked match bug 11 months 😤 Frustrated
Nintendo Hardware replacement Days 🥰 Delighted
Nintendo Wrong DLC purchase Hours 😊 Satisfied

Ultimately, this isn't just about one player's expired video link. It reflects how gaming giants prioritize (or deprioritize) player experience behind the scenes. With live-service games dominating 2025, timely support isn't optional - it's fundamental to sustaining communities. While PUBG's case might be extreme, it serves as a cautionary tale about what happens when companies forget that every support ticket represents a real human being waiting on the other end. Maybe it's time for some studios to level up their customer service game before players rage-quit for good.