Community Relations Archive
Thread: The Story of Someone Who Doesn't Matter...
GraySeven wrote:
(ooooooh!).Customer Service is in the toilet. Unless its insanely simple to fix, CS will screw it up or just ignore it altogether.But that other poster is right, Tiggs. You fix this for one person, be preparred to be bombarded with PM's of woe from everyone else who has ever been screwed over by this games poor customer service.
Unfortunately your option is to pay for and play the game OR Quit
I chose to quit but still look round the boards - I made my vote with my wallet - and it is looking promising for my credit card company to reimburse my last months disputed payments (because of all the downtime etc)
Again, unfortunately, SOE and customer service are two things so totally opposed to each other they may as well be the same poles of a magnet - they repel each other and the customers they supposedly serve.
I know from experience that naming an SOE employee and making any kind of rational,polite and constructive remark or suggestion you will probably end up with a forum ban so I dont hold much confidence that your post of threatening to bombard with PMs will be met with much less - I hope I am wrong...
And our friend vulkyn still does not have this issue fixed,but then again this isnt the first time people have been lied to by csr is it.
zead
Daily update:
Day 23: ..nope .....nope .....nope (Not sure why I keep trying, guess it's like standing in front of the elevator....I just have to push the button)
Anyway, After my last update I sent Tiggs another PM that said I had been contacted by TSR Chad but not any of the CSRs. Tiggs responded that Chad was a CSR and would be able to help me and to send another message if the problem is not resolved within a day or two. Tiggs also told me the she would contact Chad and check on the status. Although I am really glad they are working on it, I am really confused on the relationship between TSRs and CSRs now.
If I haven't heard anything by 5:00pm Central tomorrow I will send Tiggs another message. I really apreciate Tiggs and TSR Chad taking interest in my situation. Of course I can't log in so maybe they consider it more important than the in game problems.
I have been reading your situations and I am amazed and apalled at the shear degree of unconcern they CSRs seem to have for us. We are a fairly large group of intelligent people. Surely we can come up with a way (other than quitting)to making SOE stand up and recognize that there is a problem here.
Tiggs. Can you pleasetell us. Does SOE/SWG recognise that there is currently a problem with Customer Support? If they do, are they taking any measures to correct the problem and if you may, what are they doing to correct it? If not, and if you may, Can you tell us, what is the best way for us to let SOE/SWG know that we are not happy with Customer Support as it is?
Thanks again
Vulkyn Ironweaver
Zlim wrote:
My character can't enter any player owned buildings without starting a logout sequence in front of the door and then standing up to end it. Every time I try to enter a building including my own houses this happens. I have opened 3 tickets and everytime I get the same message from the crs's to read the housing rules and that some houses are private and what not but it happens to me in my own houses and houses that I am on admin.
Oh, and these new forums are terrible. I am writing in the default font size, color and type because everytime I try and change it to anything else I get an html error.
See, now this is what I'm talking about. No CS person took the time to truly read this problem, they just saw "house" and sent the generic message for the problem. This is commonplace. It happens over and over, day after day, and no one recognizes that there is a problem.
What, is doing the work cutting into your online game time CSR's? Are you folks paid by the reply? Do you get bonuses based on number of replies? What is preventing CS personnel from actually reading COMPLETELY the messages they get? Why the quick brush offs that seem to happen to everyone? Why do we get dumped offline from CS chat before being able to answer the "is that all" question? Why are our tickets closed after the first CS response without our ability to continue a dialog?
I'm kind of glad I'm not alone in all this, but it sickens me to think that SOE's entire CS department is treating every SOE customer like this. What the heck are they doing to earn a paycheck?
You want to fix this? Then do 2 things....
- Make it so the live CS chat can not be ended by CS, without supervisor approval, until the customer ends it. This will prevent the rapid "brushoff" I and so many like me have experienced.
- Do not ever allow CS to close tickets. Only the customer should be able to close a ticket. The customer will close the ticket when there is no longer a problem, and if the customer is still adding to a ticket, they still have a problem regardless of whether you think they do or not. After all THE CUSTOMER IS ALWAYS RIGHT.
Once again another day goes by without help for vulkyn.
but im sure they should have it fixed by publish 35 or so.
so dont worry vulkyn in bout year and a half they might get off their lazy rearends and think about trying to fix it.
Vulkyn,
Whats the exact problem you are having now? The game won't load? I had that problem last night - 3 ticks of the loading radial would go by and then I would crash to desktop. Itried full scan, and repair via the add/remove programsand it didnt work.
Bbe sure to back up your profiles folder and all the .tre files before you attempt this: The way I fixed it was by uninstalling JTL and SWG, then deleting the starwarsaglaxies and launchpad directories and then reinstalling. After you reinstall unpack the .tre files and the profiles folder into c:\program files\starwarsgalaxies
Be advised - simply uninstalling does not delete the starwarsgalaxies folder so you haveto do it manually.
If you have a problem in this game that needs CS intervention, you're almost better off quitting....