Customer Service “currently only offer[s] support for class story missions”
This weekend I was on the last component part for the HK quest. The husband had taken the critter to Home Depot for Xmas lights, and I had uninterrupted game time. The perfect time to do Maelstrom Prison. Two kindly guildies who didn’t need it nonetheless offered to go with me.
We got to the end without incident. I clicked on the box, I squeaaaaled with excitement, and then we bounced off to do the final phase of the HK quest. My guildies were going to help me, so I high tailed it to Section X…
… only to realize that my quest tracker still claimed I needed the loyalty chip. Wait, what? I searched my inventory. I searched my quest tab. I searched both multiple times. Maybe it’s in a BOX that you have to open? Nope. It’s not there.
Well, fuck. This was one of those moments where I feel like crap because not only did I waste my limited uninterrupted gaming time, but I wasted the time of two other guildies! I decided to put in a ticket. After all, I wasn’t trying to get something I hadn’t earned. I had legitimately finished Maelstrom Prison and clicked on the box! Who the hell knows why the thingy didn’t end up in inventory?
I didn’t know if they would grant my ticket or not. I figured there was a reasonable chance that they would say something snotty like “one should make sure that one actually has the item before leaving the instance.” But I did not expect this:
I am Protocol Droid [redacted], Human-Cyborg Relations.
Thank you for contacting us regarding the issue you encountered with your mission.
We are sorry that you have encountered an issue with your mission, however please be advised that we currently only offer support for class story missions.
We would kindly ask you to try the steps outlined below to resolve your issue, if the mission is still in your mission log. Unfortunately if you have abandoned the mission, we cannot provide assistance.
If your mission is located within a story area or flashpoint, please try leaving the phase by either:
• Walking out of the Phased Zone via the Portal Entrance (Green Gate)
• Reset the Phase by right clicking on your portrait and selecting reset phase /reset local phase.
• Using your Quick Travel ability to a Bind Point.
• Using your Emergency Fleet Pass.
You can determine if your character is within a story area or flashpoint as there will be a small gold bar on your screen with a character name on it. If you are on your own, this will display your character’s name. By default this is located near the top center of your screen, if you have modified your UI you may have moved it. If the bar shows a character name which is not your own, please leave the instance and then reset it following the instructions above. Once you have reset the instance, re-enter, ensuring that you are the first person to enter (this will ensure that you are the “owner” of the instance, and your name will appear on the small gold bar).
Please be aware that you will not be able to successfully reset your mission when inside your personal ship or your hangar at a Spaceport, as these are considered story areas.
Once you have left the story area, please open up your Mission Log (you can do this by pressing the mission icon on your main menu bar or by pressing the Mission Log key, [L] by default) and then highlight the mission you need to reset and click on the reset button.
If this does not help fix your mission problem, or the mission is not located within a story phase or flashpoint, please try resetting the mission and then attempting it again.
Thank you for your patience and understanding, and we apologize for any inconvenience this issue may have caused.
Galactic Support is our specialty…
Protocol Droid [redacted]
Wait, what? Ignoring the fact that none of the rote suggestions given had anything to do with, nor would they solve, my current problem, this stands out to me: please be advised that we currently only offer support for class story missions.
Uncool, Bioware, uncool. This HK mission is the heavily advertised new content, and support will not be provided for it? Really?
I immediately composed a very simple reply to the email, as I think that nobody wanted or cared to read a long dissertation on my thoughts about WHY a company should provide support for advertised content.
This response is disappointing and I would like you to reconsider. It is unacceptable to fail to provide support for this quest line. The HK quest is new content which has been heavily advertised. The majority of players at 50 either have done or will do this quest.
Please escalate this ticket to a supervisor.
Nothing so far on the ticket. This morning I got an email from swtor.com that was advertising – you guessed it – the HK-51 quest. I’ll keep you guys posted. Or I’ll get over being stubborn and just re-do Maelstrom.