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Bad sign for SW:TOR support
minusian
Member Posts: 29
I've had some trouble with resetting my password, as required, on the SW:TOR website. First I used their website link which asks for your email address for the password change request. After the email response arrived I clicked the link to reset my password.
I entered my details with the new password, tried to submit, but that's where I had a problem. I thought it might be a problem with my connection, since I'm using a wireless internet dongle to access the 'net here in my Hotel room in Australia, which can sometimes be unstable. So I waited a day and tried again. Still wouldn't work.
I figured there might be a technical problem at their end, so I waited a few more days and tried once more. I still had trouble, so I contacted their technical support - a frustratingly typical corporatised system using a drop down box with limited options to identify what type of problem you are having. There was no "other" option if your problem didn't fit any of their selections, so I chose one that resembled a department who might be able to foward my issue on to the web development team in order to hopefully inform them that there might be a problem coming from their end.
Their reply was as follows:
Greetings,
I am Protocol Droid M0-T0 of Human-Cyborg relations; I have received your transmission regarding your account login issue.
If you received a mail from us requesting that you reset your password and have yet to complete this action, please do so by going to https://account.swtor.com/user/password/recover. Once there, please follow the instructions provided to continue.
You will then receive an email sent to the address registered to you Star Wars: The Old Republic game account. This email will ask you to confirm your password reset action. When you successfully confirm this you can then use your new password to log into your account on www.swtor.com. If you experience issues with receiving mails sent by us then we would recommend that you check your Spam folders as your email settings may have diverted them there.
Please also ensure that you have set up Security Questions on your account. If you have not yet done this please log in at https://account.swtor.com/user/account and do so in the Security Questions section of the menu located on that page. You will then be provided with instructions to set these questions up if you have not done so already.
If you are still experiencing an issue with accessing your account, please do not hesitate to contact our Account and Billing team using the following contact information.
USA: 1-855-GO-SWTOR (1-855-467-9867)
UK, Germany, France: 00800 0246 9273 (008000 BIOWARE)
Other countries: +442035642555*
*Please note that you may be charged by your provider for making an international phone call, and charges may be based on the country from which you place the call. Customer support will be provided in English, French and German, only and we are currently only supporting Security Questions with Phone Support.
If the above solutions do not help you to resolve your password/login query, then please do not hesitate to contact us again and we will do our best to assist further.
Galactic Support is our Specialty…
Sincerely,
Protocol Droid M0-T0
Star Wars: The Old Republic: Customer Service
They actually expect me to place a phone call from Australia to Europe in order to ask them if their website realises that they have a technical issue which makes it impossible to reset my password, a request that came from them in the first place? The email they responded with was obviously bot generated using keywords from my original email, because I have already identified the steps I took before contacting them, which included all the steps (and more) that they responded with in their reply.
Is this going to be a sign of dealing with support issues from the SW:TOR team once the game goes live? I mean, even a simple issue such as this requires a personal phone call?
Does anyone else have any problems with the same issue? I'd really like to know if the problem is just me, or whether it's coming from their end.
/Minusian
Comments
I had an issue when trying to redeem my preorder code, and the first time i got their reply i thought the droid thing was cute, but after 10 days fighting that customer service I leanrt to hate them. But they did solve it finally.
Then I had the battle to contact Origin to cancel the preorder (didn't like the game + my computer can't handle it) but that went pretty well. Now I'm happyly free of all that.
An honest review of SW:TOR 6/10 (Danny Wojcicki)
"I am Protocol Droid M0-T0 of Human-Cyborg relations; I have received your transmission regarding your account login issue."
Nice, even the Customer support staff like to RP
http://img148.imageshack.us/img148/4093/userbar759160.gif
Customer support right now is probably barely an automated program monitored by a developer, be patient this game still has yet to enter polishing phase, during which time ALOT of bugs are usually fixed
There are times when one must ask themselves is it my passion that truly frightens you? Or your own?
lol
It launches in 18 days, preorders start in 13.... yea... polish...
I got the same message as the OP. Took less than 2 minutes to iron out by sending a "forgot my password" message. I had barely finish reading my next e-mail before the reply came back in. Simple. Personally, this was the best experience I have even had with customer service. If you want to see bad customer service I would suggest trying Blizzard or NCsoft. On a normal basis they are bad, but if you have been hacked (even when you can prove it) they are horrible.
"If half of what you tell me is a lie, how can I believe any of it?"
As always the (real life person) you get when you call or e-mail makes all the difference in the world.
I was hacked somehow on WOW and took less than 30 minutes to get me back in game with a new e-mail account and passwords. Was great service for me. Took the GM's longer time to return everything ( like 24 hours to go through all my characters and guild account to return everything). But still, can say my own experience was great there.
On NCsoft, was not hacked but i had not played for several years, so i could not remember my old pasword to master account. Took more time with them, a few hours, and i was lucky that i save most of mt old e-mails. They wanted all the old codes to my games and had to go dig them up. Never found them all, but the ones i found were enough to show i was right person, so got that settled as well in not too bad a amount of time.
It would be great if we all could have problems solved easily. But it is a crap shoot:) If you get a good CS person they will go that extra step, and , most importantly, be knowledgeable, and sort you out quickly. If you get a bad one though, nightmares could be in your future:)
Any how back on topic, e-mail CS can be the same. Either fast and efficient, or nightmarish. Some times it is best to pay for a phone call if you get someone you do not think you can deal with on the e-mail side.
But hope they get you sorted out soon. But to echo some others, it is not too soon to expect good service. A new company, sure, they may have some issues, but still need to provide good service to customers. A bad CS experience, can and does, ruin games for people. Be a shame to lose them before the game is even released:P
To be fair... the email bot admits what it is in the first sentence when he declares himself a protcol droid. Obviously it's a canned response.
Hrmm, well perhaps cause I am in north america.. but I have had nothing but good experiences with thier CS. Had no issues with the password reset, and actually in the course of beta testing I have filed two tickets (One cause my avatar was completely changed after a server downtime, the other cause I couldnt log into a specific character) and I was contacted by a person on both and they were resolved within 24 hours. In a beta thats pretty amazing for CS which usually isnt even offered in beta tests. And yes, I love the CS droid, its so cute!
Which Final Fantasy Character Are You?
Final Fantasy 7
Had the same problem this morning, after I pre-ordered. I tried multiple times, thinking "It's way too f&*%ing early for this site to be f%$&ed up and f&#%ing with me, dammit!". So I went to work and got some coffee, which had a tremendous calming effect. Upon arriving home, I tried it again, and it all went smoothly. Hopefully that's the case with OP.../hope