Just to follow up on a previous article about members of the Aion community having their accounts hacked and losing everything. I received a despondent call from my friend from Aion who had her account hacked. The story is pretty sad and very simple.
After she stayed on hold 3 hours to talk to an NCSoft rep she was greeted by a young woman who sounded polite yet annoyed. And after stating her case and producing the necessary proof that she actually was the account holder. The rep told her that it was her fault because she probably downloaded something, gave her password out or used it in a third party forum.
"Uhhh no", she said to these allegations.
After the rep scolded her repeatedly making excuses on how it was THE CUSTOMERS FAULT and restored her accounts with new passwords. They did not restore any equipment and explained it was because she was careless with her account information. Meanwhile there was no record of where or how she gave her account information out. When she stated that the only place she went was Aion Armory and the official forums she was greeted with, "Oh well ..."
Then she goes on to explain that this is unnacceptable for being on hold for THREE HOURS only to be treated as a criminal. The rep then goes on to explain that it's not her problem because there is not enough people to handle the high number of calls coming in due to this problem.
Way to be guilty before proven innocent and to pass the buck. Classic corporate america move.
Ok NCSoft officially you are a ...
Is that a way to treat good paying loyal customers?
Is this a proper way of marketing your product for future customers?
How can you actually train employees to treat customers as though they are the problem?
Now clearly we can see in Scott Jennings article today about MMO Fail-bombs that THE CUSTOMER IS THE MOST IMPORTANT THING!
I might know one or two things about video games, not as much as others. I might know one or two things about economics, finance and maybe a little marketing.
But I do know one thing: The customer is always right.
And we speak with our wallets! And we should not tolerate this type of treatment.
I calmed her down with my Brooklyn Steakhouse analogy: If you went somewhere and they served you great steak with roach in it and then when you told the waiter the chef came out and blamed you? If you had this kind of bad service would you continue to eat there? Probably not. Because you are not only paying for the food, you are paying for the experience of having a nice dinner out.
I think the problem is we (the mmo community) are so starved for good steak we are ready to eat any old piece of meat. We don't mind if the waitress is nasty or if it is cooked wrong, we got a seat at a posh steakhouse. "Ohhh look honey, a fly in your soup!" As we pick out the fly and laugh nervously over it, we keep eating, picking through it slowly for any more instectia.
I've seen quite a few businesses fail due to faulty marketing and poor customer service. So if you or anyone you know has had problems with NCSoft over their accounts, mainly due to it being hacked. Please let me know, I would like to hear your personal stories.