Update: Customer Service Ticket Answered!
Remember a few days ago, I wrote about a ticket for an item restoration that I had put in over 2 weeks ago. Well, today I got an emailed response! 2 of them actually.
Greetings [My Real Name],
I am Protocol Droid [Redacted], and I have received your transmission your item you lost due to a issue with the game.
I would also like to thank you for sending the requested additional information.
Your report has been forwarded to the relevant department, who will investigate further. We regret we will be unable to provide you with further updates on this issue, but recommend checking future patch notes for any up to date information.
We would like to apologize for any inconvenience this may have caused, and to thank you again for the valuable feedback you have provided. Please do not hesitate to report any other issues you may encounter during your game play.
Galactic Support is our specialty…
Sincerely,Protocol Droid [Redacted] Star Wars: The Old Republic Customer Service
And not two hours after that, a follow-up.
Greetings Njessi,
I am Protocol Droid [Redacted] Human-Cyborg Relations.
I have received your item restoration request.
I am pleased to inform you that on this occasion I have been able to restore your item. Please check your inventory in-game mail to ensure that you have received the correct item.
Please note that our restoration policy allows you 3 item/currency restorations within a 6 month period. On this occasion you have not used one of your allotted item restorations, but future requests may use up one of your allotted restorations.
Thank you for your patience and understanding while we investigated your issue, and we apologize for any inconvenience caused. Should you require further assistance with this or any other issues, please do not hesitate to contact us again.
Galactic Support is our Specialty…
Sincerely,
Protocol Droid [Redacted] Star Wars: The Old Republic Customer Service
Consider me pleasantly surprised. Professional customer service that is directly responsive to the problem. And not charging it against the allotted restorations has definitely made me a happy camper.
I still have concerns. I’m not a convert yet.
The first concern is that my initial complaint did not appear to be read and asking for additional information was unnecessary.
The second concern is the response time. Though a customization kit is scarcely game-breaking, and I’d hope that if it were something seriously important, I wouldn’t have to cool my heels for 2 weeks.
The final concern is that this response may only be due to the blog article I posted about this issue. True I have a blog with a small readership, but it was cited yesterday by MMO Melting Pot (and I have no idea what, if anything, went on with the twitterz). It is entirely possible that it was read by people who can get shit done – and then, well, shit got done. If I did not have such a platform, would I still be waiting, and would my response have been so satisfactory?