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Customer Service Fail — 14 Comments

  1. Ah, so this is the post you hinted at before. Sucky situation. :/

    I pretty much agree with everything you’ve said. The game is great, but they do need to get their customer service in order. No, people probably won’t quit over one or two small cock-ups, but if they seem to struggle to even comprehend simple tickets about things like quest bugs or lost items, then I dread to think what things must like for people who actually have serious issues (also see Scary’s latest post).

    • Yeah I didn’t want to post too hastily when it happened because I wanted to give them the opportunity to make it right. That and I’d look like an ass if I blasted them and they fixed it the next day. But I think 2 weeks is patient enough.

  2. ” People who deleted their characters ON PURPOSE and then 6 months later decided they wanted them back (true story) put in tickets and got those characters restored.”

    >.> <.< /raises hand

    To be fair, I was unsubscribed for those months!

    • Don’t delete your swtor toon. There is no WAY you would get that one back. Even if it was by accident. Or eaten by a space-bug.

  3. I have yet to read or meet someone with positive experience with EA/Bioware customer service for SWTOR.

    I sincerely hope the devs work put extra work on squatching every possible bug out of this game, because if they rely on their current customer service/gm/ticket systems, SWTOR will die.

  4. God, for real. The game is so fun! And yet the customer service is so atrocious.

    The one time a CSR actually READ my ticket — THE ONE TIME — was when I’d put in a very specific /bug report about a stuck place on Tython, and the response was an incredibly passive-aggressive hateyscreed about how I was OBVIOUSLY not having any problems because my character was in a different place now, how DARE I put in a ticket and waste everyone’s time.

    I don’t understand what’s going on over there in CSRland, but they need to seriously chill the hell out and knock off the useless copypasta.

    • I don’t get passive-aggressive answers to bug reports. They should be happy we are bothering to stop what we’re doing and write a report to help THEM identify problems with the game. It’s not like we’re getting paid – in fact the opposite.

  5. Wow. I truly hope they buck up and straighten things out in their customer service department. Regardless of whether the ticket is over something big or an item that is easily replaceable, constantly dealing with bad service like this will drive people to quit in frustration. I hope they realise this and realise it soon.

    • Yes, totally. After this, my guild mates have not bothered to put in customer service tickets over things that they can “live with”.

  6. How about losing 10 warzones in a row,only to FINALLY win,and,of course,NOT get credit for the daily/weekly warzone quests.Thats happened at least 5 times to me so far,all with automated dipshit droid auto-responses,and no credit for the wins.How frickin hard is it to at least credit the win?My last few tickets had more F-bombs than I have fingers.

    • That is severely annoying and of course not something that you can fix with a few credits. Even if they can’t fix it right now, they should give you the courtesy of saying something like “we’re taking this issue seriously and trying to figure out why it is happening.”

  7. My swtor account was stolen by my bf’s “friend” (not even a friend, just someone random dude that came over along others, we can’t even get ahold of him now because he moved to another state). He changed my password, email address, and added 5 security questions that I cannot answer. Because I have 2 accounts, to tell the difference between my main’s account and this one, I put this account under a made up name (BIG MISTAKE). Then after this whole hacking thing happened, I contacted customer support, told them everything they NEEDED to know, (i.e. the account name, product key, billing address, credit card info…) they put me on hold for 2 hours, then came back and told me I had to resolve this issue with that “friend”. They didn’t even verify my account’s billing address with the info i told them. They asked for my ID. I told them that my ID wont show the name registered because it is a made up name to avoid confusion. They basically told me “sorry but i think you are the hacker that is trying to hack your friend’s account” because if the account isn’t under my LEGAL NAME, even if I paid for the game. IT IS NOT MINE.

    Just a lesson to all of you out there.
    Oh by the way, that customer service agent on the phone is extremely rude, he called me a hacker, and use louder voice to prevent me from talking, whenever i tried to talk, he just talked louder to cover up my voice. Then he hung up on me.

    • Ugh that is really bad. Hopefully you are not paying for a continuing subscription for this loser! If so, you might have to dispute it from the credit card end or request a new credit card number.

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