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Worst Customer Service In Existence
ThatGuy5
Member Posts: 1
This The Response I Get When Asking About A Bugged High Dollar (In Game) paid item I purchased that did not work.
Greetings,
I am Protocol Droid M0-T0, Human-Cyborg Relations.
Thank you for contacting us to report the issue you encountered.
If you have a Preferred status or Free-to-Play account, please be aware that in-game support, including item and character restorations, is only available to subscribers.
If you have an account or technical issue, our Account & Billing and Technical teams are available to assist via our Customer Service telephone support.
Customer support will be provided in English, French, and German only.
You can also avail of our self-help section on the website which contains many articles which can provide you with further information on our most frequently asked questions. For Account and Billing enquiries, you can visit our Help Center here:
For in-game issues, you may find it helpful to search our Help Center at http://www.swtor.com/support/
Please note that we do not offer in-game support of any kind by telephone.
Please do not hesitate to contact us again if there is anything further we can assist you with.
Galactic Support is our speciality...
Sincerely,
Protocol Droid M0-T0
My Response.....
I'm stunned. I suggest whatever employee who reads this has the good
sense to take these issues to your management, because if not, and
things stay the same I will ASSURE you that you will find yourself and
the rest of this games employees and staff without work.
I was really hoping that the information I read about this
sort of thing was fake. Does your company have any concept of customer
service or how to run a business? Your response to an issue caused by
a bug (far from uncommon in this game) a representation of a faulty
product that you produced, is stating that you refuse to help people
using your product until your a preferred member or subscriber, or in
other words until give them money. How would you react if you walked
into Sears, asked for help trying on a pair of shoes and employee at
the counter tells you she refuses to help you unless you buy something
first. That's EXACTLY what just happened, and you know what each and
ever person would do, walk out and go somewhere else, and in case you
didn't know there are dozens of quality free play MMOs out there for
people to choose from, ones that don't treat their players like second
class citizens, unwelcome in a free to play game that runs more like a
demo then anything else.
I'm sorry your subscription business model did not work out
for you, honestly I wish it would have, but that does not justify you
to take your forced switch to free-to-play out on your players like an
angry child throwing a fit. All this will do is make you loose your
player base, free or otherwise, completely. Which like it or not, that
free-to-play customer base is required for you to be successful at
this point.
How do you think this kind of service reflects on you as a
company? Do you feel that by brow-beatings players with lock-downs and
badgering them for money in every single accept of this game will make
us want to go out and pay you in the hopes of "better service" ....no.
All you accomplish is showing us exactly what kind of service we would
be paying for. When you meet with company or individual for a service
quote, if they offer you terrible products, services and treats you
disrespectfully would you turn around and hire him with the ideal that
once you pay him he will treat you better and offer you more
reasonable services? In my specific example why would I spend real
money on a cartel item that glitches, doesn't work, and you refused to
fix or help in any way. I don't think "Hey maybe should try again
wasting real money on a product that won't work and they won't fix."
No I thank god that I didn't spend real money on that product and
while I had planned to buy cartel coin in the very near future I
longer have the desire.
Look at the history of any company with terrible customer
service see how that has worked out for them in the long run, see
which companies last decades and you will find that the one thing they
have in common is exceptional customer service and a drive to please
their customer base. This is the most basic of business fundamentals.
You currently only give off the impression you are angry because you
are now being forced by the market to offer free to play, and want
nothing more then sucker us for all the money you can. MMOs I can only
imagine are a hard item to market lately with all the games out there,
but if you think treating your players (any players) in such a
soul-less, money grubbing manner will allow to survive your fooling
yourself. Get over the fact you can't run a subscription based
business model, and go back to roots of trying to make an amazing game
and making the players happy because of your craft. Not trying to milk
your player base for everything it's worth. I'm afraid that you have
already learned that just because you have a big name theme attached
to your MMO doesn't insure your automatic success, so listen to me or
not, I hope you do because otherwise the issue will solve itself and
you will find yourself going the way of so many other drain circling
MMOs. Please do not misunderstand me I appreciate the game you have
made, the stories you have told, and the work you have done, so please
fix these issues so that it may continue prosperity.
Comments
Oh, this will get you oh so much positive action from EA. While I do agree with you that issues should be fixed regardless, this will go straight to the delete folder. At least you've vented twice now, so I hope you feel better.
you catch more with honey than vinegar. Just saying.
Ahnog
Hokey religions are no replacement for a good blaster at your side.
Back before the game employed the F2P model, customer service was fairly decent (for me, anyway). My tickets always received a response--one way or another--within a few hours. Now, however, the fastest I've gotten an answer was four days after submitting my ticket. As it turns out, they couldn't even help me and gave me a canned response, to boot. Heh.
To the guy above who says he still gets good response times: Good for you. Wish I did.
Ah, I remember the good ole days, back before they fired everbody, when you had a ticket replied to in three hours, on average. And once, but only once, I actually got to talk to a customer support person with the customer-support in-game chat thingy! Ah, those were the days, before the dark. . .err, not so dark. Still a fun game, but 3 hours did turn into 3 days, lol.
https://www.smashwords.com/profile/view/Bleakmage
OK.. I called them on the telephone.. it was picked up with a real person on the other end of the line. They resolved my issue in 3 minutes flat. And I wasn't a subscriber.
Bad customer service? - er I DON'T THINK SO!!
Remember, EA was voted the worst company in the world.
In response to your experience, I've NEVER had a positive experience from any of my tickets from any games related to them. Be it Simcity, The Sims, Fifa or SWTOR. Everytime, it's like I have to jump through fire to get an answer. This all and beyond their own treatment of their internal employee's, is all the more reason I have stopped subscribing to swtor all together and just un-installed. Shame really, I loved playing my Sith Sorcerer healer in Warfronts and Raids.
TwitchTV: iNeoki
Isn't their company motto " shut up and give us your money " ?
It's EA...what did you expect ?
I'm inclined to believe that their customer service indeed sucks, especially when dealing with F2P players.
However, the kind of response you wrote there will get you trouble with any company out there. Never be insulting or rude yourself and never write a wall of text measuring a whopping 4233 signs (with spaces) without paragraphs. It's near impossible to discern what your problem is and what you want from that.
A few tips:
*Always start with "Dear Sir or Madam"
*The body of your text should contain no more than 3-4 paragraphs, each consisting of a maximum of about 5 lines. Shorter = better.
*Clearly formulate what your problem consists of and what you want them to do. Remember that questions end with a question mark.
*End with either "Kind regards" or "Thank you in advance" (when you want something from them). Followed by your name.
Believe me, being friendly and transparent in a formal manner will open doors with a lot of companies. If you need to urge them to do something, forego all the emotional adjectives and insults, just react in a clean fashion.
Feel free to use my referral link for SW:TOR if you want to test out the game. You'll get some special unlocks!
It was 'Worst Company in America', and every rational person has long since recognized the ridiculousness of that poll. That any videogame publisher would receive more votes than big oil, big banks, and frickin' Monsanto, just shows how strongly the internet has been taken over by bitter people whose lives exist in such isolated bubbles that they feel more affected by poorly handled game launches or the subpar ending to Mass Effect 3 than by the real corporate evil that has taken over our governments and affects most people in some way on a daily basis.
For reference, 'alinea' is 'paragraph' in English. What you said holds true though.
Hi. I was a subscriber and long time player of the game.
I ran into an issue where, about a week after the Xpac, someone was able to figure my password and log into my account and steal all the stuff from my high levels. Yeah, the password was pretty easy, but I guess I just didn't think someone would bother stealing anything from a f2p game like that.
So I made a petition. They told me they needed more information. I went ahead and added my characters affected, last time I played them before it happened, and a few other small details. I had read the forums that other subbers had ran into this and were easily fixed in an hour or so after they received the petition.
They finally get back to me later and tell me that because of an issue from months ago, I need to call their hotline, sit on the phone (paying extra for it) to resolve this problem.
Well, a few months ago, they were having login problems. Peoples passwords were not working for the game. Well, since my password was "incorrect" a number of times in a row, it asked me for a security question. Well, I got them mixed up, put in the wrong answer twice and it locked my account. That of course would have had them lock my account to call them to fix it...Which I didn't want to again, pay for the phone call and wait.
So I tried resetting my password, it prompted me for the security question to (which I now remembered...lol) and I logged in and played. For a good 3-5 months no problems.
After I made a petition to get my stuff back, they said they would not fix anything until I called about the FIRST issue...
Well, even with me willing to provide basically anything confirming it was my account (even codes for the other games I have on Origins) I gave up. I was thinking that paying to sit on the phone, pay an additional fee when I am a subber to fix this issue is stupid. So I left.
My big thing is, I've connected from the same place, played the same hours, all that jazz the whole time. It was just Blehhhh to run into an issue that they could have easily fixed.
How can it be OP, when every other game title has the same post on their forums?
Every single game that has been released has the "Worst Customer Service In Existence" thread in it.
I can humbly and safely say, that any and all customer service of any kind is terrible to begin with, because that means something is wrong. Right off the get go, you are unhappy with a product and if it isn't fixed quickly it becomes the "WCSIE". /shrug
edit: Your first paragraph more than likely got your request skipped and then sent to the Recycle Bin.
Death is nothing to us, since when we are, Death has not come, and when death has come, we are not.
While those issues may be worse, they would have not affected many people and seems to have come from carelessness, incompetence and biting off more they can chew. Also Bank of America only exists in America and their issues would only affect a small percentage of the customers, whereas EA affects everyone worldwide, and EAs nonsense is intentional - Sim City could have been offline as a modder proved, and most of the micro transactions are not necessary.
The other thing is that EAs actions have caused a lot of people to lose their jobs, and have ruined once great companies like Bioware. I doubt the Doctors would have left for other things if SWTOR did well
At least now EA have gotten rid of the online passes, and if they do SW Battefront right, they will be voted best company, and will not get the Golden poo again next year.
Star Trek Online - Best Free MMORPG of 2012
AKA - Bruxail
*sniff *sniff
This thread smells dead, Fred.
I want a mmorpg where people have gone through misery, have gone through school stuff and actually have had sex even. -sagil
You're right, I'll change that. I didn't think of it as I use the term so much in Dutch
Feel free to use my referral link for SW:TOR if you want to test out the game. You'll get some special unlocks!
You truly believe that?
Yeah, I have not seen Bank of America in the UK!
The issues (other than the slow customer service to complaints) stated by the POLL seem to be isolated issues. If more people were as badly affected by it then they would have voted.
EA affects millions of people, I do not see that many people being BADLY affected by BofA.
Obviously $14,500 is worse than wasting $60 on a game that you can not play, but that scenario would affect a small number, and from the POLL is one isolated issue, which I am sure is resolved by now. (However T&C with EA PC games is that once the game has been used a refund is not possible, so can never be resolved, and EAs answer was to give everyone a free game instead of offer refunds) . If BofA did it with the majority of their customers, they would get shut down, as these customers could have filed a class action lawsuit against them.
Star Trek Online - Best Free MMORPG of 2012
It is absolutely ludicrous to believe that EA's missteps over the years have negatively affected more people than Bank of America's foreclosures, BP's Gulf spill, or large-scale weapons manufacturing, or Monsanto's seedy (pun intended) agricultural biotech monopoly (or government lobbying, or overseas child labor, or harmful patent procedures, or ... ). No intention of putting anybody down, but anyone who would say that is the type of person living their life in a bubble exactly like I mentioned.
If more people were affected by those companies, they would have voted in the poll? Um, the people angry about EA are exactly the types of people to spread bitterness on the internet and take over online polls. They're the kinds of people who give Mass Effect 3 a 0/10 review on Metacritic because they didn't like the last 15 minutes. The millions of people affected by those other companies are too busy working two jobs so they don't lose their homes, or living out of a tent while cleaning up the billions of dollars of environmental damage, or (insert sad story here) to bother voting in a poll on the Consumerist website.
2 million people bought SWTOR at launch, with only 500K people left subscribing at F2P, so that is 1.5 million people who did not like SWTOR, and has had 1.7 million new customers since F2P, so that is at least 3.7 million people who just bought SWTOR, and 1.6 million people bought Sim City up until this article
You got any information to show that more people were affected by those other companies?
Were you even affected by any of them? Know any people who were affected by it? I have been affected by EA, and know other people have been, I do not know anyone who was affected by those other companies
Do you expect people to vote for BoFA when not affected (although actually affected by EA) just because the negative stuff they do is worse?
Star Trek Online - Best Free MMORPG of 2012
SWTOR has no Customer Service, and unless you Subscribe you can't even ask the community for help.
The game is also broken and does not accept any name for a new charector (spelled wrong because these forums do not allow spell check), and the house you get when you call their "Customer Service" has no idea what is going on.
Before you anyone says the paid version is worth it, I can say for me, the experince (spelled wrong because these forums do not allow spell check) just trying to play the game has been so extremely bad I don't think i want to play it at all now.
With the free version being so horiblly (spelled wrong because these forums do not allow spell check) broken I seriously doubt that the paid version will work any better.
I don't live in your country but the mortgage practices of our banking system was changed because of what happened there. It made buying a house for first time buyers much more difficult. Many people here will never be able to buy a house under the new system and it's had its effects on the entire construction industry. The fear of "we're next" caused a recession here even though we use a central banking system and it could never happen the same way. and remember...this is all in just one other country because of what went on there.
The world is a much smaller place. What happens there has an impact everywhere.
I'm in no way a supporter of EA and agree with anyone that thinks they're the worst computer gaming company in the world but they are a drop in the bucket when it comes to number of peoples lives they impact.
you're kinda late to the party :P
I've had more than few issues when the game was still P2P and it took them few days to few weeks to just give me a reply that they got my ticket... Then another few days just to get nowhere with them and eventually quit the game.
The funniest thing that happened was at launch, I've bought the game, typed in the serial number I got and got an error that the key is not correct.... But no problem I tought, I'll just tell them about my issue and I'll get a new one. Fat chance, first they said they can't help me. Imagine that, I payed for a game which I can't even activate and they CAN'T HELP. Tho I was lucky enough that after my 3rd conversation I got an agent who actually speaks proper english and he escelated me to the manager and I got the issue sorted - after 2 weeks. -.-
Worst CS ever and it's no wonder... It's €A afterall. From that day I promised myself I'm done with them
"Happiness is not a destination. It is a method of life."
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Survivor of the great MMORPG Famine of 2011