CUEmu - Thread Posts

JaguarDreams

Sat Jun 04, 2005 10:23 am

If when the village shifted, you went to any of the NPC's there, and have been getting the message " oh it looks likeyour already helping someone ", and you know you are not, please keep reading.

I have gotten ample proof that the CSR's on all servers have been intentionally been skipping all open tickets with this issue. They are not even giving canned reponses unless you file your ticket in what they deem the wrong catagory, in this case you will recieve a message asking you to file your ticket again, and it will be closed.

My proof is simple enough to understand. Four hours after I opened my ticket, my wife filed a ticket under the same catagory ( I picked Missions -> NPCs, as that seemed about right to me ). Her ticket was in regards to not getting her Imperial Ace pilot Badge when she finished the Ace Vet mission. Six hours after my wife filed her tickety, she recieved an asnwer informing her they would be unable to help her. Mind you she filed her ticket, in thwe same catagory as me, 4 hours after me, and now, 50+ hours later, UI still have an " open " ticket.

I confronted a Chat room CSR about this, and got the canned reponse " CSRs are working on tickets on a first come first serve bases, and will help you as soon as its your turn ". Knowing what I already knew, I asked 4 of my fellow guildmates over the last 2 day ( I spread thier tickets out by 8 hours each ), to please file a ticket under 4 different catagorys for 4 different reasons. Each one of them has recieved a response, int he time I have still be waiting for an answer and fix to my character.

This kind of customer service is unaccaptible. Everyone I know who has this phase 1 bug has been so far, completlly ignored. No one I have talked to has as of eyt even gotten a reply, let alone help fixing thier character! Players with this problem are just being ignored by the CSR's, and we arent even getting a canned reponse to our tickets, just sitting here like sheep waiting for help we will never get.

So, if you so choose to do so, and I may very well get in trouble for posting this and I dont care, I urge you all to take the best action I know how to do, and file a complaint against SOE with the BBB ( Better Business Bureau ). The BBB is desigened for cunsumers who have a legitament complaint against a company that is not following through on said complaints, and is not providing the service the customer is paying for.

While you may say that the SWG TOS we agree to neagtes any complaints we may have against SOE, this is not always the case. When customer service and support is only being offered to certain individuals with valid complaints, this is an issue the BBB can help with.

All the BBB does is review valid complaints and if it finds them valid, takes the complaints up itself directlly with the company.

For more information on the BBB , and to file a complaint , please visit the following page :

http://complaint.bbb.org/#do

Thank you all for taking the time to read, regardless of your opinion and or stance on the subject.

Good luck to you all and may the force be with you.

*EDIT* = To give you a general Idea of the BB, and how it can or can not help, here is the BBB reposrt on Sony Online Entertainment.

http://www.sandiego.bbb.org/commonreport.html?compid=11000350

Message Edited by JaguarDreams on 06-04-2005 01:39 PM

thefuryfist

Sat Jun 04, 2005 10:35 am

#2

first

JaguarDreams

Sat Jun 04, 2005 2:14 pm

#3

** UPDATE **

My wife filed a ticket on my behalf this morning in the " Im stuck " catagory asking why I wasnt being helped. Lo and behold not an HOUR later she got a response ( OMG! ). CSR-VanD had this to say, and I am paraphrasing ( although its true he had a long winded reponse and his englishwas TERRIBLE.

" Tickets are handled in the order they come up in the queue. It is not possible for a CSR to pick what tickets they help people with, only the one that comes up after they close one. However , after looking into your husbands tickets, it seems his ticket got bugged somehow and he was skipped ( you GOTTA love this bull poo ). After reviewing the situation I have decided to elevate this ticket to my supervisor, he will be helped very soon ".

I am here to inform you all, as of this update , that apparentlly " very soon " is still greater then 7 hours. My ticket is still open, I still have not recieved any offical word on this bug, and none of the chat room CSR's will talk to me AT ALL ( lol its great its like they just put me on ignore ). More updates to come as I hope by tuesday to have an answer from the BBB.

Esadeen

Sat Jun 04, 2005 2:52 pm

#4

meh, ive been waiting 2 days and im on my second ticket, since apparently i filed the first the wrong category. it was for the phase 1 mission unlock. swg life is really sucking right now. not only that but my adv xwing mission is bugged too.

Yoinkoom/mittens (Souls)
Master Stuff
Corbantis

JaguarDreams

Sat Jun 04, 2005 7:44 pm

#5

Still not fixed, still no answer, but a bunch of lies from CSR's.

To the top with you.

Wookus

Sat Jun 04, 2005 8:01 pm

#6

You would be amazed what the BBB is willing to do about TOS and EULA's. I filed complaints about some of the abuses thatanother game providerwas involved in with questionable account bannings, suspensions, etc. I got an intensive crash course in how the BBB deals with companies who feel that a ToS or EULA is the equivalent of a "Waiver of Rights".

One of the main issues that they were interested in was the way the TOS was used to create loopholes:This other companyclaimed that no accounts were de-activated, they were only "suspended for 90 days". The BBB went to town on them when they figured out that 90 days just happened to be the exact "inactivity period" that allowed them to delete the account from the server.

Another issue that the BBB was all over was the fact that CSR's routinely ignored legitimate complaints, blocked people from posting on technical and support forums, etc. Posts like this one, detailing how to file a report with BBB were promptly removed from the boards, and the posters banned (Being able to show them direct proof of THIS little tidbit turned the person i was talking to into a pit-bull; the US has a "whistleblower protection act" that specifically protects the rights of those who report questionable activities to the the appropriate authorities)

The BBB informed them that "If they gave themselves the right tomurder and pillage through their EULA, that would not make it legal, and that such contracts can not be used to excuse or justify any illegal or unethical practices and policies on the part of the provider". (Exact Quote... it's hanging framed on my wall).

I think Sony's issue is more one of overall laziness than outright malice, as was determined to be the case with that other company. Someonein that company sugested to the BBBthat the account purges were really about making server space available for a new product.

Have faith, the BBB does consider issues like ours to be as valid as if they had happened in any other place of business. I don't think that SoE is anywhere near as facist as this other company, but they are plainly not living up to their end of the service contract IN ANY NUMBER OF WAYS. Legally, if they do not abide by and enforce its policies thenTHEY are the ones in violation. SImple as that.

SMEDLEY'S POLISHING THE BRASS ON THE TITANIC, MAN! IT'S ALL GOIN' DOWN
http://coporatethief.ytmnd.com/

MasterChin

Wed Jun 08, 2005 5:50 am

#7

Same situation here. Unable to get a quest. Ticket in for about 2 days now. No response at all. I even deleted that one and recreated it. Nothing.

_________________________________________________________________________

"If you can't be a part of the solution, there is money to be made in prolonging the problem."

ItssiIssti

Wed Jun 08, 2005 1:03 pm

#8

Don't be too quick that was my opinion as well first. However it seems down to which CSR reads the ticket.

These CSR's are known to correct phase 1 issues:

JenniferS (6 days to correct a friends,7 days to correct mine)

DavidK (number of forum posts regarding david fixing issues)

HighQuality Low Price Goods @ Redmoon City, Lok.
Issiti (Jedi Padawan)(canceled - expires 23/11/2005),
Itissi (Master Chef (12pt) / Master Merchant / Master Artisan)(canceled - expires 29/11)
Isaniti (Master AS (12pt) RIS / Master BE)(canceled - expires 24/11)
Izaniti (Master BH/Master Rifles)(canceled - expires 23/11)
Izziti (Master Squadleader / Master Rifles)(canceled - expires april 11 2006)

mmmmmpie

Wed Jun 08, 2005 9:29 pm

#9

this is all cool but on thing i dont understand is that for the crafting quest ppl have posted that if the tools are outside they can use them but if inside they are unable to use them. how hard would it b for a CSR to go from server to server and move them outside for this phase 1hour max? but enough of the making sensestuff its not for SWG

Seija Harlow - Sentinel Forever
Elaeh Kerensky - Master Creature Handler Now and Forever
alira tikes - The Best Traitor Ever to Grace SWG

Cyric100

Wed Jun 08, 2005 11:32 pm

#10

More laziness from inept language defficient CNSR's (customer non-service reps). Are you surprised? SWG has NEVER answered ANY of my appeals, complaints, or concerns with regards to ANYTHING. I'm really pleased to see a conserted effort by players to get the BBB involved to get these suckers off their lazy butts and actually do their jobs. 3 days and no answer on my bugged phase 1 quest.

Amunra-Thoth

Thu Jun 09, 2005 12:15 pm

#11

I'm still waiting on my fsxp to be returned or an explanation as to why it hasnt after the roleback we had and thats, what how many weeks ago ??

I also have a ticket sent to them about the fact i have no waypoints on my screen , even though all the options are ticked to show them, this ones been going now since the new patch

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Thread: If you are unable to quest in phase 1 , please read