Community Relations Archive
Thread: CSR PatrickM threatens to ban my account if i sent in another ticket
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CharPrime
Wed May 18, 2005 5:17 pm
#1
is this how a CSR treats its customers? sorry be the ticket is still unresolved. so sending in tickets is consider harassments now?
wildcat84
Thu May 19, 2005 3:03 am
#2
CharPrime wrote:is this how a CSR treats its customers? sorry be the ticket is still unresolved. so sending in tickets is consider harassments now?
What is the exact issue?
Gothywench
Thu May 19, 2005 6:34 am
#3
Depends on what your issue is, I suppose. If it's a known issue, you are spamming them, you are simply complaining or a ton of other things...than yes, I would assume they could ban you for misuse of the CS ticketing system.
Thaumaturgist
Thu May 19, 2005 7:36 am
#4
Hey, don't you be getting down on Csr-Patrickm. I was having an ill formed respec issue, and he fixed me right up. I have no complaints about the only csr who has ever helped me. He was very helpfull!
CuoreDE
Thu May 19, 2005 9:40 am
#5
I have had a similar experience dealing with PatrickM. I sent an email to the CSR Lead asking for him to be investigated for player harassment. He placed a warning on my account after I re-opened a ticket when another CSR told me to. I have since asked that he be restricted from accessing my account in any way.
PatrickM is lazy. If your problem is going to take more than 5 minutes of his valuable time he will say sorry and close the ticket. He is reluctant to contact players ingame, even when asked to do so, and is hostile when he does. The issue I had PatrickM gave me instructions on how to fix it. When it didn't work, he ignored the problem I was having and just said I was out of luck. After I spent 3 days investigating the problem on the forums, I found that his suggestion for my problem was wrong. He didn't even try to be helpful, and is a disgrace to the CSR's.
Cuore
wildcat84
Fri May 20, 2005 4:18 am
#6
A CSR (don't know which one) threatened a guildie of mine with the same thing if he submitted another ticket over his not getting the clone armor from the bugged quest.
Another outright lied to another guildie (yet fixed the problem, leaving him in the village) over the Captain bug in the Phase 4 ranged accuracy quest. The player in question has documented proof that he was lied to. He didn't really care, given that the problem was fixed anyway, but this definately caused this person (who has been playing this game since launch) to lose a lot of respect for the entire staff of this game.
It's hit and miss with the CSR's. Some care. Most do not. If you get lucky and a good one gets your ticket, you are taken care of swiftly and professionally. Others seem to come from the David Spade school of customer abuse.
The good ones I really feel for. There honestly ARE some people over at SOE that care about this game, and do everything they can to aid the customer. Too few, unfortunately, but I know they have to feel absolutely horrible about their jobs right now. I've been in similar workplace situations in my past, and I know how it feels. You guys know who you are, and to you I give /kudos, and I say, buck up guys, sooner or later the chaff will be pruned from the wheat over there.
Frankly, we deserve better service and more consistent service given what 200,000*$14.99= per month.
This is all the more reason why there was SO much anger over that "praise the CSR's!" troll that Tiggs posted.
And yes, unlike what the mods and devs have called "trolls" on this board, that Tiggs post met EVERY classic criterion of a troll, if she didn't know what kind of reaction that it would get, she SHOULD have known, after all, community relations IS HER job!
Everyone in this game, if not downright abused by customer service, knows someone who has been, and the reaction was natural.
As we have seen since the CU went beta back in April, the SWG staff have chosen to attack the community instead of the problems.
There needs to be a complete cultural and attidudinal change in the customer service and community relations departments in this game. Those people need to be told DAILY who their employer really is (the subscriber) and who their boss really is (the subscriber). I don't believe that many of them realize that too many angered (cancelled) customers means the mortgage payment is in jeopardy. They certainly don't act like it.
You guys need to realize that the behavior of one of you reflects on ALL of you. Consequently, what you do to ONE player, causes ripples and waves out there that cause MANY players to know, and that ripples out into the public as well, as evidenced by the increasing bad press this game is receiving.
Another outright lied to another guildie (yet fixed the problem, leaving him in the village) over the Captain bug in the Phase 4 ranged accuracy quest. The player in question has documented proof that he was lied to. He didn't really care, given that the problem was fixed anyway, but this definately caused this person (who has been playing this game since launch) to lose a lot of respect for the entire staff of this game.
It's hit and miss with the CSR's. Some care. Most do not. If you get lucky and a good one gets your ticket, you are taken care of swiftly and professionally. Others seem to come from the David Spade school of customer abuse.
The good ones I really feel for. There honestly ARE some people over at SOE that care about this game, and do everything they can to aid the customer. Too few, unfortunately, but I know they have to feel absolutely horrible about their jobs right now. I've been in similar workplace situations in my past, and I know how it feels. You guys know who you are, and to you I give /kudos, and I say, buck up guys, sooner or later the chaff will be pruned from the wheat over there.
Frankly, we deserve better service and more consistent service given what 200,000*$14.99= per month.
This is all the more reason why there was SO much anger over that "praise the CSR's!" troll that Tiggs posted.
And yes, unlike what the mods and devs have called "trolls" on this board, that Tiggs post met EVERY classic criterion of a troll, if she didn't know what kind of reaction that it would get, she SHOULD have known, after all, community relations IS HER job!
Everyone in this game, if not downright abused by customer service, knows someone who has been, and the reaction was natural.
As we have seen since the CU went beta back in April, the SWG staff have chosen to attack the community instead of the problems.
There needs to be a complete cultural and attidudinal change in the customer service and community relations departments in this game. Those people need to be told DAILY who their employer really is (the subscriber) and who their boss really is (the subscriber). I don't believe that many of them realize that too many angered (cancelled) customers means the mortgage payment is in jeopardy. They certainly don't act like it.
You guys need to realize that the behavior of one of you reflects on ALL of you. Consequently, what you do to ONE player, causes ripples and waves out there that cause MANY players to know, and that ripples out into the public as well, as evidenced by the increasing bad press this game is receiving.
Message Edited by wildcat84 on 05-20-2005 07:31 AM
Message Edited by wildcat84 on 05-20-2005 07:33 AM
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