Community Relations Archive
Thread: Soe give us some repsect
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VirtualOutcast
Fri Oct 28, 2005 11:03 am
#1
I think the worst thing about this server down business is that SOE DO NOT even have the respect for us people who pay their wages to tell us when the server might be online, or even give us a decent explanation about why the server is down in the first place.
They think by giving us stupid Holograms, Paintings etc that it makes their ignorance ok. We have weeks and weeks of bugs that DO NOT get fixed, BAD server lag, EXPLOITERS left to carry on exploiting. BUT they will never act because we haveNO solidarity.
While they carry on receiving our money month after month why should they care? It is a shame there is no way we could all arrange to stop our subscriptions until such time they decide to put the effort into the game, instead of fobbing us off with excuse after excuse. I love the game, I just dont love the support that SOE give it.
We lose half a day here, a whole day there, and the best people can do is scream "give us double xp", "We want a token respec", well I don't want those things I just want SOE to say " Dear Customer we apologise for the loss of your days gaming, due to the server A: Catching Fire B: Melting C: Being 2 years out of date.You will be glad to know our team is working on this problemright now and hope to have the server running by 8pm GMT or Tomorrow by 8pm GMT(or when ever it might be) as compensation for your loss we will be awarding you 1 days free gaming.
BUT NO they can't do that, they just say the server is down, like we are so retarded that we DON'T even know that much.
Thanks for listening to my gripe.
Exoclyps
Fri Oct 28, 2005 11:21 am
#2
I totaly agree to 100% about this... it doesn't take much from their side... but they can't even do that little...
DemBonz00
Sat Oct 29, 2005 12:50 am
#3
Eh, I don't know. I kinda like free stuff. But it would be nice to know when and why the servers are down/going back up. And then they can give their apologies and then handout the goodies. Like... give me 50 Jedi respec points. That would make up for all of the frustration.
LSky_NL
Sat Oct 29, 2005 12:58 am
#4
I dont want free gifts, i want an explanation and apost in which they say they are sorry about the situation and promise to take better care in customer service in the future.
orpy
Sat Oct 29, 2005 11:24 am
#5
Nobody has the right to expect any compensation, this is clearly stated in the EULA. Not from lost items in a rollback, not from lack of access in a server crash, nor for any other reason.
Having said that, to not even offer any *explanation* for the problem is unbelieveable. I have searched everywhere I could think of (on more than one occasion) to find some sort of 'SWG Customer Service Guarantee', and there doesn't seem to be one.
So on a corporate level SOE can be satisifed that they are doing a job well done, I mean they haven't broken any of their own standards or policies have they ?
But on the other hand they have failed all their customers at the most basic level, the basic respect for other people.
The treatment of customers by the CSR's in the Launchpad chat last night was something to see, they were patronising, unhelpful and *ignoring* genuine requests for help.
One girl was there for many hours asking for help with an NPC building spawn 'trapping' her vendor house, preventing access to any players. The CSR's continued to '***Watch room***', '***Offer Popcorn***', and repeat '***No ETA, no Compensation***' ad nauseum, she must have asked the same question 8 or 9 times.
This is unacceptable behaviour SOE and if you can't see that then changes really need to be made.
If you were running a face to face business you wouldn't allow your staff to behave like this, however they feel they can hide behind the anonymity of their screen name and treat us no better than Kindergarten children.
How much would it have taken for 1 of the 7 CSR's I spoke to to contact their supervisor and say 'All hell is breaking loose, our customers are dissatisfied, give me something to tell them' ?
This is what I asked them ... 'Can you please find out some more information other than 'No ETA and No Compensation', please treat us with more respect. If we knew what what the general prob was we could make our own decision on an ETA'
Only 1 out of the 7 replied with ...'Orpy, No compensation' and then ...'lol'
That is more than disrespectful, it's insulting.
We know we aren't entitled to compensation, but every one of your customers deserves an explanation for the server downtimes, and an apology for their appalling treatment at the hands of your CSR's.
Having said that, to not even offer any *explanation* for the problem is unbelieveable. I have searched everywhere I could think of (on more than one occasion) to find some sort of 'SWG Customer Service Guarantee', and there doesn't seem to be one.
So on a corporate level SOE can be satisifed that they are doing a job well done, I mean they haven't broken any of their own standards or policies have they ?
But on the other hand they have failed all their customers at the most basic level, the basic respect for other people.
The treatment of customers by the CSR's in the Launchpad chat last night was something to see, they were patronising, unhelpful and *ignoring* genuine requests for help.
One girl was there for many hours asking for help with an NPC building spawn 'trapping' her vendor house, preventing access to any players. The CSR's continued to '***Watch room***', '***Offer Popcorn***', and repeat '***No ETA, no Compensation***' ad nauseum, she must have asked the same question 8 or 9 times.
This is unacceptable behaviour SOE and if you can't see that then changes really need to be made.
If you were running a face to face business you wouldn't allow your staff to behave like this, however they feel they can hide behind the anonymity of their screen name and treat us no better than Kindergarten children.
How much would it have taken for 1 of the 7 CSR's I spoke to to contact their supervisor and say 'All hell is breaking loose, our customers are dissatisfied, give me something to tell them' ?
This is what I asked them ... 'Can you please find out some more information other than 'No ETA and No Compensation', please treat us with more respect. If we knew what what the general prob was we could make our own decision on an ETA'
Only 1 out of the 7 replied with ...'Orpy, No compensation' and then ...'lol'
That is more than disrespectful, it's insulting.
We know we aren't entitled to compensation, but every one of your customers deserves an explanation for the server downtimes, and an apology for their appalling treatment at the hands of your CSR's.
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