Mark Pincus
Chief Executive Officer &
Chief Product Officer

Mark is the founder, CEO and chief product officer of Zynga. He founded the company in 2007 with a mission of connecting the world through games, and in founding, he also believes that games can do good.

On his way to creating Zynga, Mark started three companies. In 2003, he launched, one of the first social networks. Before that, he founded, a pioneer in automating tech support, and took it public. In 1995, he launched FreeLoader, the first web-based consumer push company. Mark started his career in new media and venture capital before he discovered his calling as a consumer technology entrepreneur. Mark also made founding investments in Napster, Brightmail, Twitter and Facebook.

Mark graduated summa cum laude from University of Pennsylvania’s Wharton School of Business and earned an MBA from Harvard Business School. He is an angel investor in multiple Silicon Valley startups and regularly gives lectures to aspiring entrepreneurs.

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Mark Pincus

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June 25, 2009


I have to agree with Catherine's first post - the so-called "responses" are not "resolutions". I don't know what you have in mind when you say that customer tickets are "being handled" within 72 hours (I notice you don't say "resolved", but I can attest to them NOT being handled "appropriately".

I play pirates - my "bounty list" has been missing for many weeks now. This is not just my problem alone - it seems that *everyone* (or at least a good number of them) that accesses that particular bounty list can no longer get to it. Our home pages currently show that there are over 2,400 (!) bounties waiting to be claimed yet no one that normally sees this list (server based?) can get to them.

I submitted a ticket to the Zynga support site (Incident: 090615-001411) on June 15th. First, it took 5 days to "respond"; second, all it said was "Your report will be forwarded to our team"; and third, it was excessively annoying because it told me "Remember, we can better help you when you help us by using our support site at" <---this is how I *DID* submit my comment - duh! WORST OF ALL: it told me it would close and consider the problem resolved if I did not take action to update the ticket.

This wasn't acceptable to me so on 6/22 I wrote back, saying nothing was resolved - on 6/24, I got almost the same message from Zynga although this time who-ever wrote it thought I was giving a suggestion - here's what it wrote: "We really appreciate your feedback and ideas. Thanks so much. We are forwarding them to the team." THIS IS PATRONIZING AND MORE ANNOYING THAN JUST SAYING "NOTED".

Again, I would not let it close and responded. Your customer service rep then graciously wrote "There may be a simple solution to your problem. Here are some things you can try:" and continued on to list restarting the facebook session, browser and computer; reinstalling the ap, reinstalling the browser; AND EVEN updating the operating system! Others with this problem on the discussion boards have been told by your customer service reps that they should reinstall Adobe.

These were utterly inappropriate and ridiculous responses. I use 3 different computers - bounty list gone on all. It has been missing for WEEKS - I clearly have restarted the game, browser, facebook numerous times since then - still gone. Lastly I AM NOT THE ONLY ONE MISSING THEIR BOUNTY BOARD. I wrote this back, not letting this ticket close - I almost immediately got a reply from Zynga that said THE EXACT SAME MESSAGE AS THE FIRST INAPPROPRIATE RESPONSE I GOT: "We appreciate your patience while we work to resolve the issues quickly, and to improve the game. Your report will be forwarded to our team."

Do you customer service reps EVEN CHECK to confirm a problem? Is your customer service reps' measure of success how quickly they respond with any ole' message, or is their performance measure how *quickly a technical issue gets resolved*? The Bounty List is a major component of Pirates gameplay - and for many of us, it's been missing a goooood lloooooonnnng time. Fix it.

Bottom line: responding "quickly" is not valuable to your users if it is not responding "appropriately" - and - "Being handled" does mean your customers are being "taken care of"...

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