Community Relations Archive
Thread: Funny support in this game......
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Samiani
Sat Jul 09, 2005 4:23 pm
#1
I was stuck in a kashyyyk mission. I wrote a ticket. No answer. I wrote one again. No answer. After the eighth ticket i recognized that no open tickets are shown under customer service. If i write a ticket theres a little message "ticket 8357634xxx created". But none shown in the customer service box. I didnt get any email about the tickets. Itried to contact a csr in live chat. he said: WRITE A TICKET!!! lol I tried to explain to him what the problem was. He said WRITE A TICKET!
I tried two times to tell him that i already wrote many tickets - he kicked me out of the chat. Well i wasnt insulting him. I gave him a tell two times. That seems to be enough to kick a player there.
For real, i played eve online, daoc, jumpgate and some others, but this is the worst support i ever experienced. Why do u have any csr? Tickets arent answered, csr are always telling me to write tickets and nothing happens at all. Did u give them a sign csr- with a huge "WRITE A TICKET!"-macro?
Ok i didnt expect that here are no bugs. I didnt expect that a company makes no mistakes even with the Sony-label. But i expected skilled guys helping me when i need them. Not at once. Maybe not at the same day. But within 48 hours.
Best story happened to guild-mate: He called himself "Fliegerass" which is german and means "Pilot-Ace" in english. The stupid csr kicked him 3 times and banned him out of the chat for this. lol He tried to explain his name to this csr but he didnt listen.
Well this support doesnt fullfil the standards wanted by the players. Maybe you should reconcider your support-system and give your csrs some lessons in customer relationship.
Right now some other mates and me got a problem with the badges. I got 83 and didnt get the badge-collector-75-badge. Hopefully anyone will look into this and we can get a solution before christmas 2006..........
But we dont expect it :-)
Ackehece
Sun Jul 10, 2005 7:56 am
#2
how did you write a ticket... it sounds like you were submitting bugs and not csr tickets
Open the holocron (ctrl+h)
open customer service
do a search for the issue you are experiencing
if the answer is not there or not in the list of known issues then
go to the bottom of the article window
select CSR ticket
write ticket
wait - if you submit one ticket after the other it always gets bumped to the bottom of the queue.
if you were using /bug it is not a csr ticket (though you should also /bug errors)
as for your friend with the german name - the community standards are english on all servers other then the localized Japanese servers and therefore they apply English as the common standard. If a name has a rude connotation in English it will be banned. (it has to have a common standard or I could run around with a rude name and claim it was a different language.)
Message Edited by Ackehece on 07-10-2005 08:58 AM
Aerontako_Shretalon
Sun Jul 10, 2005 12:05 pm
#3
Too bad SOE broke every form of Customer Service their legal license announces. How much do you think players would get from sueing SOE for improper and negligable service? I'm still on my trial month and this is not the first online game I've payed for, so I used to think it was unbelievable that a game like this can have so many problems on low priority allert. Exactly how long is a game alloud to be called 'beta'?
wildcat84
Mon Jul 11, 2005 4:34 am
#4
It took one guildie of mine more than TWO MONTHS to get his clone armor, despite NUMEROUS tickets, and "patches" published to the game that said they gave the clone armor to those who did the quest when it was bugged.
My own experiences with customer service is hit or miss. Depends on which one you get. Eventually, I always get what I want, by being persistent and polite. Also, I've been in this game long enough, and dealt with enough bugs to recognize the bad CSR's by name and delete my ticket to resubmit when it's assigned to them. Ask around (not here), we vet players will tell you who they are. One in particular IS to be avoided at all costs, he uses any excuse to ding accounts.
But there are many good ones as well.
The bottom line: If better code made it to release, the load and costs associated with customer service would be reduced, and the level of service there would improve!
My own experiences with customer service is hit or miss. Depends on which one you get. Eventually, I always get what I want, by being persistent and polite. Also, I've been in this game long enough, and dealt with enough bugs to recognize the bad CSR's by name and delete my ticket to resubmit when it's assigned to them. Ask around (not here), we vet players will tell you who they are. One in particular IS to be avoided at all costs, he uses any excuse to ding accounts.
But there are many good ones as well.
The bottom line: If better code made it to release, the load and costs associated with customer service would be reduced, and the level of service there would improve!
Message Edited by wildcat84 on 07-11-2005 07:37 AM
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