Merchant Archive
Thread: An example of soe customer service.
Page 1 of 2
Fodder650
Thu Oct 21, 2004 1:11 pm
#1
OK first how does this fit into the merchant forum? Second you have an ingame issue and refused to listen to what they were trying to say. You were upset with people who didnt have the power to help you. So your angry because?
Someday I hope you work a help desk and understand what its like. But this is not a merchant forum post.
Someday I hope you work a help desk and understand what its like. But this is not a merchant forum post.
RomulanJedi
Thu Oct 21, 2004 1:20 pm
#2
I can only assume you havent read the post.
All my items are missing from my vendors. I cannot advance or play my game, without my items.
I am a master merchant.
This is the reply i got, following the advice from TSRChad, to contact in game chat and or telephone support.
Quit being an apologist.
Imagine sir, if everything you played the game for was gone..
Id call that pretty technical if you ask me.
Fodder650
Thu Oct 21, 2004 1:36 pm
#3
The problem has been posted on the merchant forums and Doc replied to every thread about it yesterday. It was a big problem for Bloodfin especially. And I love a couple days of sales over it myself. Had i followed the CSR's recommendations I would have lost everything on my vendors. But i was smart enough to not do it.
Im not being a apoligist. When you dealing with level 1 tech support, that might or might not be american, and they say "We cant help you". You have two options you either call back and get another person and hope they can. Or you do what they suggest. You you were yelling and making the life miserable of a level 1 support person. Getting to a supervisor would have gotten you the same response as lvl1. How do i know this? Because i've been this person from AOL to corporate help desks. And you can tell a person 10 times "This issue goes to" and they refuse to listen.
And yes i know a merchant couldnt do your job in game. Like I said i was out to we all were and it was on four servers doing this. You were no better off then the rest of us. Its a game man not real life
Im not being a apoligist. When you dealing with level 1 tech support, that might or might not be american, and they say "We cant help you". You have two options you either call back and get another person and hope they can. Or you do what they suggest. You you were yelling and making the life miserable of a level 1 support person. Getting to a supervisor would have gotten you the same response as lvl1. How do i know this? Because i've been this person from AOL to corporate help desks. And you can tell a person 10 times "This issue goes to" and they refuse to listen.
And yes i know a merchant couldnt do your job in game. Like I said i was out to we all were and it was on four servers doing this. You were no better off then the rest of us. Its a game man not real life
Cafa
Thu Oct 21, 2004 2:00 pm
#4
Fodder650 wrote:
The problem has been posted on the merchant forums and Doc replied to every thread about it yesterday. It was a big problem for Bloodfin especially. And I love a couple days of sales over it myself. Had i followed the CSR's recommendations I would have lost everything on my vendors. But i was smart enough to not do it.
Im not being a apoligist. When you dealing with level 1 tech support, that might or might not be american, and they say "We cant help you". You have two options you either call back and get another person and hope they can. Or you do what they suggest. You you were yelling and making the life miserable of a level 1 support person. Getting to a supervisor would have gotten you the same response as lvl1. How do i know this? Because i've been this person from AOL to corporate help desks. And you can tell a person 10 times "This issue goes to" and they refuse to listen.
And yes i know a merchant couldnt do your job in game. Like I said i was out to we all were and it was on four servers doing this. You were no better off then the rest of us. Its a game man not real life
You and quite a few others like to throw out the "it's a game card", but if it was JUST A GAME you wouldn't go to the trouble of deriding his game experience, which he is paying for I might add.
As long as you (and I do label you correctly) apologists continue to excuse the thinly veiled ZERO support of SOE toward its customers, this glaring example ^^^^ above is all we can ever hope to expect.
OditeFosore
Thu Oct 21, 2004 2:00 pm
#5
I have sympathy for your in-game problem of losing your items, but your behavior with the Technical Support live chat CSR Paul Sand Bill C was exemplary of a misinformed customer taking out your frustrations on a customer service representative who cannot help you. You should re-read your own post and see how you were the one treating them rudely, not the other way around. Put yourself in their shoes - have someone call you asking you to fix their telephone. You tell them that you are a mechanic, not a telephone repair man. They tell you you are rude and unhelpful for not fixing their problem and hang up on you...the people you talked to have no way to help you and that's why they "blew you off."
You do understand that you were speaking with the wrong people right? As they told you, they are technical support, not customer service for in-game issues. Their support and communication systems are designed so that technical support staff that know about networking, configuration, graphics and display issues, and other connectivity issues are able to be contacted from outside the game so that folks who are having trouble connecting can get assistance. They also have a separate group that is for handling all, every single, including your in-game issue. You access them by filing in-game tickets in the holocron. These folks have a different interface that they use to converse with characters in-game and solve in-game issues. You filed a ticket, the next step is to have an in-game CSR speak with you, look into your issue, and then return your items after they are found. The out-of-gametechnical support personnot only cannot see your problem, but is not trained to help you and probably is strictly prohibited from trying to help you, as it is outside of their range of expertise and infringes on stealing work from another department created to help folks with issues such as yours.
You seem to be good at complaining, but lack all empathy for understanding how customer service works or why the folks you contacted incorrectly were unable to help you. The best thing you can do is provide all information requested by the CSR for your in-game ticket and to be online to meet them if they try to set a time to meet you. Harassing the technical support staff at SOE will get you nowhere.
Message Edited by OditeFosore on 10-21-2004 02:15 PM
Cafa
Thu Oct 21, 2004 2:14 pm
#6
OditeFosore wrote:
I have sympathy for your in-game problem of losing your items, but your behavior with the Technical Support live chat CSR Paul S was Bill C was exemplary of a misinformed customer taking out your frustrations on a customer service representative who cannot help you. You should re-read your own post and see how you were the one treating them rudely, not the other way around. Put yourself in their shoes - have someone call you asking you to fix their telephone. You tell them that you are a mechanic, not a telephone repair man. They tell you you are rude and unhelpful for not fixing their problem and hang up on you...the people you talked to have no way to help you and that's why they "blew you off."
SOE has conditioned the matrix for a help desk to be comprised of many non-helpful people. This is ridiculous. I called Dell today for customer assistance and they went out of their way to find someone that could help me instead of throwing me at some web page, or telling me to call another number. The CSRs "blew him off" because they are instructed to do so to maintain a screen of silence around the developers. Living in San Diego and knowing the CSRs personally provides a lot of insight into this mate.
You do understand that you were speaking with the wrong people right? As they told you, they are technical support, not customer service for in-game issues. Their support and communication systems are designed so that technical support staff that know about networking, configuration, graphics and display issues, and other connectivity issues are able to be contacted from outside the game so that folks who are having trouble connecting can get assistance. They also have a separate group that is for handling all, every single, including your in-game issue. You access them by filing in-game tickets in the holocron. These folks have a different interface that they use to converse with characters in-game and solve in-game issues. You filed a ticket, the next step is to have an in-game CSR speak with you, look into your issue, and then return your items after they are found. The out-of-gametechnical support personnot only cannot see your problem, but is not trained to help you and probably is strictly prohibited from trying to help you, as it is outside of their range of expertise and infringes on stealing work from another department created to help folks with issues such as yours.
And I'll even grant that you are correct. What he did receive is a response that could be generated by GO BASIC emulating LISA. But you and I both know that in-game CSRs do not approach anything timely, rationally or fair. My last 4 tickets were responded to after 11PM when they were sent in at 4PM. Again, I'm in San Diego, so it's the same time as the CSRs locally. I only talked to the CSRs the last 2 times because I happened to be on at 1-2am in the morning. Both times, the CSRs were helping me with one issue, but had completely diametric solutions, both of which did not work.
But a drowning man doesn't see a call for help as "harrassing". Indifference to months of working towards a goal by SOE towards it's customers continues to drive the downfall of this game.
You seem to be good at complaining, but lack all empathy for understanding how customer service works or why the folks you contacted incorrectly were unable to help you. The best thing you to provide all information requested by the CSR for your in-game ticket and to be online to meet them if they try to set a time to meet you. Harassing the technical support staff at SOE will get you nowhere.
OditeFosore
Thu Oct 21, 2004 2:41 pm
#7
Aye, I agree Asia, I didn't touch on the helpfullness of the actual in-game CSR's. I have had both positive and negative experiences with in-game CSR's and have developed a bit of cynnicism towards SOE customer service as a whole myself. That said, I am always friendly and I always try to be empathetic to their situation - it often times goes a long way in making that unhelpful CSR all of the sudden very helpful. In the case made by the original thread poster, he was speaking with folks that may well be located in a different building on a different continent than the folks that will eventually receive his in-game ticket to hopefully solve his problem and restore his items. His attacking manner towards those folks only goes to make one more slightly more jaded technical service person that may return the favor of being rude to his next customer due to his behavior.
RomulanJedi
Fri Oct 22, 2004 12:25 am
#8
Thank you for contacting SOE. The next available agent will answer your request in the order it was received.
You have been connected to CSR Paul S..
CSR Paul S.: Hello John, Thank you for contacting Sony Online Entertainment. One moment please, while I read your question. Thank You!
CSR Paul S.: You may need to contact ingame CSR for that.
CSR Paul S.: This is an In Game issue, which an In-Game CSR can help you with. You may want to contact an In-Game CSR in regards to this issue by either emailing them at [email protected] with the subject line: In Game Issue, or using the Holocron. While in game press Ctrl+H to bring up the Holocron. You will be able to see an option for Customer Service at the bottom of the Holocron. You can then choose a New Ticket along with the problem or question you may have. Submit the ticket when you are done composing your inquiry. An In-Game CSR will assist you in the order the email or ticket was received.
CSR Paul S.: Try this to do that.
John Doe: my game cant go forward without my items, they are specifically for jtl shipwrighting
John Doe: i did sir
John Doe: ive been waiting since tuesday
John Doe: hello?
CSR Paul S.: I suggest you send another ticket.
John Doe: but ive got one open
John Doe: can you please look at it?
John Doe: ive got the ticket number
CSR Paul S.: Either wait for the reply or send another ticket.
CSR Paul S.: As only ingame CSR can help you.
John Doe: so this is the extent of the customer service i get paul?
John Doe: why do i feel like im being ignored, and pushed from one avenue to anither?
CSR Paul S.: John we are here to provide support for the technical issues you are having.
CSR Paul S.: And this is an ingame issue.
John Doe: my technical issue is that all my items are gone.
John Doe: whom can i call to speak with?
CSR Paul S.: Its not technical issue John.
John Doe: i tried the telephone number, and tsrchad gave me this number and this link
CSR Paul S.: I can understand that but I am telling you that this is an ingame issue and onlt ingame CSR can help you.
John Doe: may i say, just for the record, that this is the worst customer service ive ever received? will you pass this message along to someone who prentends to care?
CSR Paul S.: One moment please, while I transfer you to another CSR who has the ability to assist you further with your issue. You will be returned to the queue and a CSR will assist you immediately. Thank You, and have a nice day.
CSR Paul S. has left the session.
Please wait while we find an agent from the SOE HELP STAR WARS GALAXIES department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
You have been connected to CSR Bill C..
CSR Bill C.: Hello John, Let me read over the chat session you had with the previous CSR so I can assist you further. One moment please, Thank You.
John Doe: Its pretty simple at this pointm if i cant get someone to at least pretend they care, im going to have to cancel my account. I have never been treated so rudely, or brushed off so much in my life, All i wants is for the game to work, and for a little customer service when things break.
CSR Bill C.: Tech support cannot look into your ticket status nor can we assist with in game issues. If your ticket has yet to be responded too please contact my supervisor His e-mail is [email protected]. Include your name, game name, station name, your name, Characters name, server you play on, e-mail address and the description of the problem. Please be as descriptive as possible otherwise my supervisor will not be able to assist you in this matter. Once sent this will be escalated to a senior GM.
John Doe: ticket number 2547014
John Doe: so are you also, going to pass me off to someone else sir?
CSR Bill C.: Again this is Tech support, we do not handle any in game issues nor do we have the tools to do so.
CSR Bill C.: If you want this escalated then please contact my supervisor with the above stated information.
John Doe: So then why is it, an ingame csr cant be reached outside of the game, when 25% of the time, the ticket system is broken?
John Doe: I understand all im going to get from you are generic responses, I understand, this treatment starts at the top and rolls down hill, ill not bother you further.
CSR Bill C.: In game CSR's cannot be reached out of game. We are Tech support CSR's, you have us confused with in game support.
John Doe: I have confused you with customer service
You have been connected to CSR Paul S..
CSR Paul S.: Hello John, Thank you for contacting Sony Online Entertainment. One moment please, while I read your question. Thank You!
CSR Paul S.: You may need to contact ingame CSR for that.
CSR Paul S.: This is an In Game issue, which an In-Game CSR can help you with. You may want to contact an In-Game CSR in regards to this issue by either emailing them at [email protected] with the subject line: In Game Issue, or using the Holocron. While in game press Ctrl+H to bring up the Holocron. You will be able to see an option for Customer Service at the bottom of the Holocron. You can then choose a New Ticket along with the problem or question you may have. Submit the ticket when you are done composing your inquiry. An In-Game CSR will assist you in the order the email or ticket was received.
CSR Paul S.: Try this to do that.
John Doe: my game cant go forward without my items, they are specifically for jtl shipwrighting
John Doe: i did sir
John Doe: ive been waiting since tuesday
John Doe: hello?
CSR Paul S.: I suggest you send another ticket.
John Doe: but ive got one open
John Doe: can you please look at it?
John Doe: ive got the ticket number
CSR Paul S.: Either wait for the reply or send another ticket.
CSR Paul S.: As only ingame CSR can help you.
John Doe: so this is the extent of the customer service i get paul?
John Doe: why do i feel like im being ignored, and pushed from one avenue to anither?
CSR Paul S.: John we are here to provide support for the technical issues you are having.
CSR Paul S.: And this is an ingame issue.
John Doe: my technical issue is that all my items are gone.
John Doe: whom can i call to speak with?
CSR Paul S.: Its not technical issue John.
John Doe: i tried the telephone number, and tsrchad gave me this number and this link
CSR Paul S.: I can understand that but I am telling you that this is an ingame issue and onlt ingame CSR can help you.
John Doe: may i say, just for the record, that this is the worst customer service ive ever received? will you pass this message along to someone who prentends to care?
CSR Paul S.: One moment please, while I transfer you to another CSR who has the ability to assist you further with your issue. You will be returned to the queue and a CSR will assist you immediately. Thank You, and have a nice day.
CSR Paul S. has left the session.
Please wait while we find an agent from the SOE HELP STAR WARS GALAXIES department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
You have been connected to CSR Bill C..
CSR Bill C.: Hello John, Let me read over the chat session you had with the previous CSR so I can assist you further. One moment please, Thank You.
John Doe: Its pretty simple at this pointm if i cant get someone to at least pretend they care, im going to have to cancel my account. I have never been treated so rudely, or brushed off so much in my life, All i wants is for the game to work, and for a little customer service when things break.
CSR Bill C.: Tech support cannot look into your ticket status nor can we assist with in game issues. If your ticket has yet to be responded too please contact my supervisor His e-mail is [email protected]. Include your name, game name, station name, your name, Characters name, server you play on, e-mail address and the description of the problem. Please be as descriptive as possible otherwise my supervisor will not be able to assist you in this matter. Once sent this will be escalated to a senior GM.
John Doe: ticket number 2547014
John Doe: so are you also, going to pass me off to someone else sir?
CSR Bill C.: Again this is Tech support, we do not handle any in game issues nor do we have the tools to do so.
CSR Bill C.: If you want this escalated then please contact my supervisor with the above stated information.
John Doe: So then why is it, an ingame csr cant be reached outside of the game, when 25% of the time, the ticket system is broken?
John Doe: I understand all im going to get from you are generic responses, I understand, this treatment starts at the top and rolls down hill, ill not bother you further.
CSR Bill C.: In game CSR's cannot be reached out of game. We are Tech support CSR's, you have us confused with in game support.
John Doe: I have confused you with customer service
Sepen
Fri Oct 22, 2004 7:26 am
#9
If the CSR's that responded were the wrong ones, then they should take initiative and TRANSFER the issue to a proper CSR? Why make the customer start all over from scratch?
So what if the CSR was technically "correct" that they were the wrong "type" of CSR? Why can't they facilitate getting the customer from the "wrong" place over to the "right" place? That's part of what customer service is about - getting customer to the correct support within your company;not just "blowing you off" because they are the "wrong" ones.
Cheers,
Martek
gesikah
Fri Oct 22, 2004 9:12 am
#10
Sepen wrote:If the CSR's that responded were the wrong ones, then they should take initiative and TRANSFER the issue to a proper CSR? Why make the customer start all over from scratch?So what if the CSR was technically "correct" that they were the wrong "type" of CSR? Why can't they facilitate getting the customer from the "wrong" place over to the "right" place? That's part of what customer service is about - getting customer to the correct support within your company; not just "blowing you off" because they are the "wrong" ones.Cheers,Martek
Because that is not their job. Seriously, I'm not trying to be antagonistic. The CSRs can only help us as much as they have been allowed (and trained) to by Sony, or whomever they pass off the responsibility of Customer Service to. A tech support CSR most likely has no way of contacting ingame CSRs or anyone outside of their specific department. This is not the CSR's fault, it is the fault of the company for having a inefficient, impotent customer service system.
This isn't a case of disinclination on the CSR's part to be helpful. It is a case of mismanagement and poor business structure.
That being said, twice I have been forced to put in tickets, and both were answered within a couple of hours. One being after midnight (CST) and the other late afternoon. Both instances I was met with nothing but helpfulness, understanding, and politeness.
Message Edited by gesikah on 10-22-2004 11:26 AM
Sepen
Fri Oct 22, 2004 10:10 am
#11
gesikah wrote:
Because that is not their job. Seriously, I'm not trying to be antagonistic. The CSRs can only help us as much as they have been allowed (and trained) to by Sony, or whomever they pass off the responsibility of Customer Service to. A tech support CSR most likely has no way of contacting ingame CSRs or anyone outside of their specific department. This is not the CSR's fault, it is the fault of the company for having a inefficient, impotent customer service system.
This isn't a case of disinclination on the CSR's part to be helpful. It is a case of mismanagement and poor business structure.
I'm not saying it's the individual CSR's fault (though it might be; I don't "know" if the CSR's could have transferred the ticket/issue or not; but for sake debate I will assume they cannot). I *am* saying it's the fault of the CSR "system" put in place by SOE. The "system" should allow a way for a tech support CSR to move the ticket/issue into the domain of the "ingame" CSR's.
The system is flawed and the customer suffered as a result. The system could be improved.
I would not have been so hard on the CSR's; but I understand the frustration of being "left in the lurch" like that.
Cheers,
Martek
rexan
Fri Oct 22, 2004 10:39 am
#12
gesikah wrote:
Sepen wrote:
If the CSR's that responded were the wrong ones, then they should take initiative and TRANSFER the issue to a proper CSR? Why make the customer start all over from scratch?
So what if the CSR was technically "correct" that they were the wrong "type" of CSR? Why can't they facilitate getting the customer from the "wrong" place over to the "right" place? That's part of what customer service is about - getting customer to the correct support within your company; not just "blowing you off" because they are the "wrong" ones.
Cheers,
Martek
Because that is not their job. Seriously, I'm not trying to be antagonistic. The CSRs can only help us as much as they have been allowed (and trained) to by Sony, or whomever they pass off the responsibility of Customer Service to. A tech support CSR most likely has no way of contacting ingame CSRs or anyone outside of their specific department. This is not the CSR's fault, it is the fault of the company for having a inefficient, impotent customer service system.
This isn't a case of disinclination on the CSR's part to be helpful. It is a case of mismanagement and poor business structure.
That being said, twice I have been forced to put in tickets, and both were answered within a couple of hours. One being after midnight (CST) and the other late afternoon. Both instances I was met with nothing but helpfulness, understanding, and politeness.
Message Edited by gesikah on 10-22-2004 11:26 AM
This is exactly correct. CSR are not allowed to Unlock peoples jedi slot if they "claim" their character is bugged. They are not allowed to "re-generate" items that players "claim" to lose. They are not allowed to regenerate entire vendor inventories from players who "claim" that they lost millions and millions of resources.
And I understand that this "claim" is valid. Apparently there are problems with the vendors on Bloodfin. But its not up to the CSRs to fix this. It will be up to the Devs to patch the code which causes the problem, then retroactivly restore the lost inventories. This happened when they changes vendor listings to 30 days, yet every vendor had items go poof because of the 7+7 day 'sweeper' code. And guess what, the Devs fixed it and restored everyone items.
CSRs have a very limited amount of things they can do to help people. This seems to be mostly limited to fixing people who are stuck. But they are not allowed to generate items to restore lost items.
Right now I have placed 625 molecular clamps (in crates)into my house. Because of this new "cannot see this item" and "cannot manipulate this item" I cannot access any of these crates. Also, I cannot pick up the crates of armor I am supposed to slice for my armorsmith buddy. Our business has ground to a halt. The CSR who replied to me ticketexplained that this is a known issue and the developers are working on it. They apologized that they cannot move these items manually (imagine a small team of CSRs trying to manually move everyone items on every server). And to please delete the ticket.
The reply came at midnight PST. Sure it was a canned response. But a CSR actually read my ticket and got me the correct canned reply. From my experience, the CSRs have always been prompt with replying to issues. I man not always be happy with the reply, but they are always courtious and professional. And they are always willing to help out where they can. And lately their response time has been very good.
Message Edited by rexan on 10-22-2004 10:42 AM
OditeFosore
Fri Oct 22, 2004 10:43 am
#13
Sepen wrote:
If the CSR's that responded were the wrong ones, then they should take initiative and TRANSFER the issue to a proper CSR? Why make the customer start all over from scratch?
So what if the CSR was technically "correct" that they were the wrong "type" of CSR? Why can't they facilitate getting the customer from the "wrong" place over to the "right" place? That's part of what customer service is about - getting customer to the correct support within your company;not just "blowing you off" because they are the "wrong" ones.
Cheers,
Martek
I was thinking about this a bit - if the tech support person who received the call found out that it was an in-game issue, they cannot transfer the call or else they allow the person to essentially cut in line - their cue for in-game issues is created by tickets filed from the holocron. They respond to them in order received similar to a phone cue. It's actually a fairly good system - these people have set processes for receiving tickets and are not bombarded from multiple places with different information forhelp tickets- it probably allows them to get more tickets resolved in less time. The biggest problem is customer perception of "helpfulness" which is lost when one person can't solve your problem or get you in touch with someone who can. No one likes the feeling of being placated or ignored, which is how it feels when you have an open in-game ticket that hasn't been responded to yet and you've been online for 3 hours or for 3 days with just 1 generic auto-templated response.
Page 1 of 2