Merchant Archive
Thread: An example of soe customer service.
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rexan
Fri Oct 22, 2004 10:49 am
#14
Sepen wrote:
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
CSR tickets are handled on a "first come, first serve" basis. The system does not allow the CSR in the chat room to transfer the issue directly to a CSR on a particular server for exactly that reason. It would be completely unfair for RomulanJedi to get his ticket "pushed to the head of the line" over everyone else who had filled their ticket through the proper channels.
So CSR Paul was explaining how the system works. Getting angry at him for doing his job and explaining the proper proceduresis not going to be very constructive.
gesikah
Fri Oct 22, 2004 11:09 am
#15
RomulanJedi wrote:Its pretty simlpl at this point.Alll of my resources are missing.I have received no help, or reply from csr/dev whomever is supposed to help me.I no longer have the will, desire or ability to argue my case.If my items arent back by monday, or i havent received at least a reply telling me im in a long line of people who will be compensated, i shall definately cancel my 2 accounts.Apologiists believe: They are working on this issue now, be patient.Realists believe: They are working on jtls, dont hold your breath,
WRONG. A Realist would realize he is not the only person in the world or not even the only person experiencing issues in this game.
Main Entry: ego·ism
Pronunciation: 'E-g&-"wi-z&m also 'e-
Function: noun
1 a : a doctrine that individual self-interest is the actual motive of all conscious action b : a doctrine that individual self-interest is the valid end of all actions
2 : excessive concern for oneself with or without exaggerated feelings of self-importance
Andymantium
Fri Oct 22, 2004 11:53 am
#16
Lots of people are experiencing thisright now, you're not the only one. Just be a little patient and I'm sure you'll receive a reply.
Cafa
Fri Oct 22, 2004 1:29 pm
#17
Again, to make sure, my issue with this is they have set up Customer Serivce to react in this fashion. They have DESIGNED it to work in this manner. They have DESIGNED the training to take place in this manner for their CSRs. They have set the system up for failure and after over a YEAR of their customers telling them that "they should be damn happy that the game is fullfilling because the Customer Service sure is not" they continue to NOT get it.
They even turned OFF the phone help because people couldn't handle the confrontational situation of CSRs having ZERO training or experience to handle the job.
Message Edited by Cafa on 10-22-2004 01:30 PM
RomulanJedi
Fri Oct 22, 2004 2:40 pm
#18
And this is the 1st dramatic failure in the game?
None of it matters now...
Ive deleted all my characters, and given my account to a friend.
rexan
Fri Oct 22, 2004 2:59 pm
#19
RomulanJedi wrote:
And this is the 1st dramatic failure in the game?
None of it matters now...
Ive deleted all my characters, and given my account to a friend.
well bye bye then. I guess its too late to ask if I can have your stuff.
But placing cheap theatrics aside, why on earth would you do this. Its a known issue. The developers are working on a solution. When this happened with vendors over 8 months ago (items being deleted off vendors in 14 days rather then droping to stockroom after 30 days), everyone just sat tight and 5 days after the bug was introduced, everyone got their items back.
EdOWar
Fri Oct 22, 2004 4:53 pm
#20
There's a saying: You catch more flies with a drop of honey than you will with a gallon of vinegar. Frankly RomulanJedi you wererude and antagonistic. Sorry, but no amount of frustration allows a person to behave so rudely. If I were a CSR and someone talked to me that way, I'd blowthem off too. Those guys don't get paid enough to deal with such rude people.
Slim Vargo, Corbantis
gesikah
Fri Oct 22, 2004 6:00 pm
#21
RomulanJedi wrote:And this is the 1st dramatic failure in the game?None of it matters now...Ive deleted all my characters, and given my account to a friend.
Thought you gave it to your kids?? That's what you said in your other post. /shrug
OditeFosore
Fri Oct 22, 2004 6:51 pm
#22
I'm sorry to hear that. It seems that when an entire server, or in this case 4, have massive serious problems, that sorting things out for every affected user will take quite awhile, it seems that a bit more patience would have paid off, but who knows. Enjoy your future endeavors.
RomulanJedi wrote:
And this is the 1st dramatic failure in the game?
None of it matters now...
Ive deleted all my characters, and given my account to a friend.
MeciniaLua
Fri Oct 22, 2004 10:18 pm
#23
I wish you'd waited a bit longer. After all JtL doesn't hit til Tuesday, by then as others have said they could have restored your items to you. However if you deleted your characters their will be no way to do so now. Once you delete stuff their policy it is unretrievable.
I can sympathize with you. My pack with my crafting clothes disappeared one day. I cried. I made a search using the holocron. Did everything it said to do. Pack didn't return. I then made a ticket and cried some more. I thought I'd quit and I might have had it not been restored.
I then got off cause couldn't do much without them. I came back on a few hours later. And immediately went back into my house and checked. The pack had been restored somehow. I then opened up the holocron, said thanks and went on.
However my problem didn't occur when so many probably have issues. It was back in June, when nothing major was going on.
I was afraid when JtL went live problems would arise as this. I find it unfortunate that you could not find satisfaction. I think the game is in trouble. More quality control and testing are obviously needed.
I wish you luck with your endeavors.
SeaRaptor
Sat Oct 23, 2004 12:05 am
#24
First things first: you need to send this info to Tiggs. She is compiling a list of problems like this with customer service.
Secondly, you're attempting to get help from the wrong place. This doesn't make the service you received any more helpful, but realize that there are tech support CS types (which is who you are talking to in the chat above) and in-game support CS types (which is *theoretically* who responds to an in-game ticket). Apparently these two groups don't play well together. That's not your fault, but neither can the tech support guys transfer you to someone from the in-game support department either. The in-game support people are just that: IN-GAME. You're not going to be able to reach them via web chat.
Understand: the people you were talking to above would have been able to help you with video card or installation issues or things of that nature. They can't help you if your toon is stuck, have missing items, or borked XP gains. The in-game CSRs are the exact opposite of this.
There is no doubt that SOE has abyssmal customer service that needs drastic improvement. Your example above is clearly just something else they need to work on; they need a way to take a customer who is looking for service in the wrong department and transfer him to the correct one without said customer feeling blown off.
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