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Star Wars: The Old Republic

Star Wars: The Old Republic 

General Discussion  » Piss Poor Customer Service

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138 posts found
  guardinner

Apprentice Member

Joined: 11/04/05
Posts: 50

12/09/11 3:03:34 AM#41
Originally posted by JudgeUK

OP's issue could have been resolved with a not so subtle use of Force Choke. "I find your lack of customer service disturbing".

CSR response: 'hmmnn... the whine is strong in this one...'

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:07:16 AM#42
Originally posted by udorus

I feel for you op and anyone else that has to deal with the joke that is referred to as customer services it should be called customer hell as if you are unlucky enough to have some corporation screw up it suddenly somehow becomes your fault/problem as alas they dont care about the individual.

But you have to remember most people who function in cs are on on minimum wage if they are even based in your country are often automated and dont even get me started on the god darn Indian call centres.

Its not even my problem and im already pissed off! I hate customer hell!!

 

I too have worked the crap jobs, and feel for these people. When my doctor, who makes hundreds of thousands of dollars, screws up I would demand just the same from him. There is only one thing I expect from the fry guy. But the job title of customer service representative has so many more connotations. If their lack of compasion is just a character flaw then that is understandable, but when not one of them seemed to even have a soul. Every time I call Xbox man that guy gets me pumped. Hell even when I eventually got through on WoW I always got great people on the other end. I called Charter the other day and the girl got my Showtime/HBO/Cinemax/other random cable channels to go uncharged for a year. I called to get my replacement box activated, I never asked for free stuff.

I appeal to your middle comment because you seem to have more sense than most in here, but thank you all the same for the support it helps to have people riled when you are. Well, maybe not in a bar.

  Hopscotch73

Tipster

Joined: 8/12/09
Posts: 972

Urgle blurgle geflurgle.
Need more coffee.

12/09/11 3:07:51 AM#43

I dunno, I can understand the frustration to a certain extent (the frustration, not the way it was expressed).

I think the whole Origin / BioWare split for CS hasn't been messaged clearly enough. You buy through Origin, so they're the ones you should be talking to about any payment changes. Yes, it's absurd that you can't change your cc details on a pre-order without cancelling and re-pre-ordering. No argument there.

As others have said, call Origin back to cancel once you have your Early Access start time confirmed, and you'll be fine.

As for BioWare's phone support, never tried it. I guess it would be very frustrating to wait on the phone for a long time and then be told that they can't help. But it doesn't suprise me that they wouldn't have access to Origin payment data either.

Why can't your bank auto-transfer any outstanding payments from your old cc to your new one? If they changed the number because they screwed up, they should at least try to make it as painless as possible for you. To be honest, if I was to give anyone an earful in this situation, it'd be my bank.

 

  Dranny

Advanced Member

Joined: 10/04/06
Posts: 244

12/09/11 3:10:05 AM#44
Originally posted by kishe

If you already used your preorder key, cancelling and re-preordering wouldnt have affected your spot on the line. 

This ^^

 

just get another copy form elsewhere, you will still be able to be selected for EA you just need to make sure you have a retail code for when EA has finished, no biggie. yes it's a pain but but hey such is life.

  User Deleted
12/09/11 3:12:01 AM#45

Corny i know but true none the less.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:19:59 AM#46
Originally posted by Hopscotch73

I dunno, I can understand the frustration to a certain extent (the frustration, not the way it was expressed).

I think the whole Origin / BioWare split for CS hasn't been messaged clearly enough. You buy through Origin, so they're the ones you should be talking to about any payment changes. Yes, it's absurd that you can't change your cc details on a pre-order without cancelling and re-pre-ordering. No argument there.

As others have said, call Origin back to cancel once you have your Early Access start time confirmed, and you'll be fine.

As for BioWare's phone support, never tried it. I guess it would be very frustrating to wait on the phone for a long time and then be told that they can't help. But it doesn't suprise me that they wouldn't have access to Origin payment data either.

Why can't your bank auto-transfer any outstanding payments from your old cc to your new one? If they changed the number because they screwed up, they should at least try to make it as painless as possible for you. To be honest, if I was to give anyone an earful in this situation, it'd be my bank.

 

Bioware was a stretch but one I was willing to try since it was after hours. Origin was who I knew I needed to get this fixed with, but I was hoping they had someone there since the website said Origin's phones were closed for the day. I finally got a CSR that explained what would go down in full detail and cancelling also cancels my early access number. It would be as if I had just put in my preorder. The bank has no legal right to charge on a card that no longer exists. A bank also has no way to know that I was expecting something from July to finally go through. I still do not understand why they did not just let us charge the full amount in July.

Either way thanks for the post, you touch on several obvious points, that some just seem to ignore. Change the details on any one of the tard posts and they would no doubt be any less upset.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:21:51 AM#47
Originally posted by Dranny
Originally posted by kishe

If you already used your preorder key, cancelling and re-preordering wouldnt have affected your spot on the line. 

This ^^

 

just get another copy form elsewhere, you will still be able to be selected for EA you just need to make sure you have a retail code for when EA has finished, no biggie. yes it's a pain but but hey such is life.

After the last guy at Origin was through explaining it to me yes I do lose my place in line, but your retail code idea might be where I am headed. Thanks for the suggestion.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:24:58 AM#48
Originally posted by grunt187

Corny i know but true none the less.

Again, thanks for making me feel bad. But yeah, that kid is funny.

  Agricola1

Advanced Member

Joined: 1/30/06
Posts: 5040

"The one you call messiah is a lie"--- Gary Numan

12/09/11 3:34:06 AM#49
Originally posted by grunt187

Corny i know but true none the less.

I prefer this myself CLICK!

 

R.I.P Frank!

"Of all tyrannies, a tyranny sincerely exercised for the good of its victims may be the most oppressive. It would be better to live under robber barons than under omnipotent moral busybodies. The robber baron's cruelty may sometimes sleep, his cupidity may at some point be satiated; but those who torment us for our own good will torment us without end for they do so with the approval of their own conscience"

CS Lewis

  TheHavok

Advanced Member

Joined: 7/13/04
Posts: 2406

"Free crack and everybody gets laid."

12/09/11 3:34:34 AM#50

@OP

You need to calm the fuuuuuuuuuuuuuuuuuuuuuuck down.  Its just a video game and you are worried about your position for the headstart?  Whether you get it 7 days in advance, 5 days in advance, or 3 days: you will most likely be playing this game for months if not years.  You can manage to hold on to your dick and be patient for a day or two.

Furthermore, I have dealt with customer service from multiple mmorpg companies as well as worked in customer service and the second you are malicious or simply rude to them, you give them a reason to ignore you and mark you as "Spam".  They have the control in this situation, not you.  Remember that.  Threaten to leave?  Fine.  Its no loss of sleep for them.  They could give two shits about how well the game does.  As long as they are employed, they only want to complete their work and get their customer service queue zero'd out.  You think the producers and executives are the ones answering those emails and tickets?  The ones that actually care about customers leaving them?  LOL.  Want to complain to their manager?  Have fun with that because the managers know how malicious and rude customers are and will almost always side with their coworker.

 

The trick here, and reading your rant its obvious you do not do this, is being as gracious and friendly as possible, yet consistent with your appeal for help.  In the end, you need to be less of a dick, less of a nerd, and calm the fuck down. 

 

Thank you! :D

  TheHavok

Advanced Member

Joined: 7/13/04
Posts: 2406

"Free crack and everybody gets laid."

12/09/11 3:42:31 AM#51
Originally posted by Turkish4676

I have canceled my preorder and will not be grabbing another copy. They do not deserve our money so I know they will not be getting mine. No one was willing to help, and none of them had any compasion for the simple situation I was presenting. I have worked at banks for years so they have no way to convince me that changing the numbers was not possible. If I presented myself at work the same way that they had to me, I would be fired on the spot.

Now I eagerly await a release date for GW2 and I have spoken to them on the phone on several occasions for GW1 and they have always seemed genuine and worried about my issues. This is not how you keep the 15 dollars a month Bioware, especially when the real issues start coming into these terrible people you have hired, and shotty systems you have developed to support their less than stellar abilities.

One more thing..

You don't represent me so don't say "They do not deserve OUR money".  You are clearly the problem if you routinely have contacted multiple customer service departments.  We are not similar and I won't be joining your cause of bitching and moaning.

  Dave3216

Novice Member

Joined: 9/04/09
Posts: 136

Excuses are the refuge of the weak.

12/09/11 3:43:14 AM#52

Wow i nearly felt sorry for you OP then i remembered, I live in Australia i cant even friggen pre order poor you, with no announcement on any timeline when the game will be released in Aus, whispers are saying 12 monhs time. So yea wanna trade places.... thought so.

  onthestick

Apprentice Member

Joined: 12/06/11
Posts: 647

12/09/11 3:45:15 AM#53
Originally posted by Dave3216

Wow i nearly felt sorry for you OP then i remembered, I live in Australia i cant even friggen pre order poor you, with no announcement on any timeline when the game will be released in Aus, whispers are saying 12 monhs time. So yea cry me a river bloke gg.

We have 8 australians in our guild and they all have their game ready to play;) you know that Australians can buy games online from other places right ;)

How many servers SWTOR will launch with on release?

ShredderSE - Umm how many do they need? Maybe 6.
US, EU, Asian, France, German and Russian.
Subs will be so low there is no need for more
Snoocky-How many servers?
The first 3 months a lot...after that 2 i guess, one for PVE and 1 for PVP...

Thorbrand - SWTOR doesn't have longevity at all. Might be one of the shortest lived MMOs.

  Dave3216

Novice Member

Joined: 9/04/09
Posts: 136

Excuses are the refuge of the weak.

12/09/11 3:50:25 AM#54

I didnt say you couldnt get the game i said i cant pre order in Australia, apparenlty we are poxy 3rd world country. :P I would be happy to be in OP shoes. I also believe EA/Bioware stated there will be no customer/technical support for people outside the initial release areas. Not that anything should go wrong but if it does your on your own. Old Murphys law and all .

  onthestick

Apprentice Member

Joined: 12/06/11
Posts: 647

12/09/11 3:52:55 AM#55
Originally posted by Dave3216

I didnt say you couldnt get the game i said i cant pre order in Australia, apparenlty we are poxy 3rd world country. :P I would be happy to be in OP shoes. I also believe EA/Bioware stated there will be no customer/technical support for people outside the initial release areas. Not that anything should go wrong but if it does your on your own. Old Murphys law and all .

Actually i am talking about pre orders;) and yes even though you are Australian you can get pre order keys. Not sure if you do it now how early you will get in game but it can be done.

How many servers SWTOR will launch with on release?

ShredderSE - Umm how many do they need? Maybe 6.
US, EU, Asian, France, German and Russian.
Subs will be so low there is no need for more
Snoocky-How many servers?
The first 3 months a lot...after that 2 i guess, one for PVE and 1 for PVP...

Thorbrand - SWTOR doesn't have longevity at all. Might be one of the shortest lived MMOs.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:53:06 AM#56
Originally posted by TheHavok

@OP

You need to calm the fuuuuuuuuuuuuuuuuuuuuuuck down.  Its just a video game and you are worried about your position for the headstart?  Whether you get it 7 days in advance, 5 days in advance, or 3 days: you will most likely be playing this game for months if not years.  You can manage to hold on to your dick and be patient for a day or two.

Furthermore, I have dealt with customer service from multiple mmorpg companies as well as worked in customer service and the second you are malicious or simply rude to them, you give them a reason to ignore you and mark you as "Spam".  They have the control in this situation, not you.  Remember that.  Threaten to leave?  Fine.  Its no loss of sleep for them.  They could give two shits about how well the game does.  As long as they are employed, they only want to complete their work and get their customer service queue zero'd out.  You think the producers and executives are the ones answering those emails and tickets?  The ones that actually care about customers leaving them?  LOL.  Want to complain to their manager?  Have fun with that because the managers know how malicious and rude customers are and will almost always side with their coworker.

 

The trick here, and reading your rant its obvious you do not do this, is being as gracious and friendly as possible, yet consistent with your appeal for help.  In the end, you need to be less of a dick, less of a nerd, and calm the fuck down. 

 

Thank you! :D

As far as maliciousness is concerned, you are way off. I said "wow that is crap" when they said that their system did not have the capabilities to change cc info. And then I said that I couldn't believe that they were ok with screwing themselves out of money. If that is malicious then you must live in cream puff lolly pop tower.

The true nature of their customer service is being defined right in your own words. They do not want to help. Hence the name of the post. It is terrible service that turns people to the maliciousness btw, starting with the terribly long waits. I was playing Xbox the wait did not bother me, it was their immediate displacement of their own humanity. They just did not care what I needed or why I called.

As far as my position is concerned, Fuq calm down. I have waited just like everyone else for three years, and I was being told that my Dec. 13th might turn into January some time when they open more server space to allow more players.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:56:01 AM#57
Originally posted by onthestick
Originally posted by Dave3216

Wow i nearly felt sorry for you OP then i remembered, I live in Australia i cant even friggen pre order poor you, with no announcement on any timeline when the game will be released in Aus, whispers are saying 12 monhs time. So yea cry me a river bloke gg.

We have 8 australians in our guild and they all have their game ready to play;) you know that Australians can buy games online from other places right ;)

Wow I nearly felt bad for the aussie, oh wait he is just stupid.

  Turkish4676

Apprentice Member

Joined: 7/09/11
Posts: 90

 
OP  12/09/11 3:57:23 AM#58
Originally posted by TheHavok
Originally posted by Turkish4676

I have canceled my preorder and will not be grabbing another copy. They do not deserve our money so I know they will not be getting mine. No one was willing to help, and none of them had any compasion for the simple situation I was presenting. I have worked at banks for years so they have no way to convince me that changing the numbers was not possible. If I presented myself at work the same way that they had to me, I would be fired on the spot.

Now I eagerly await a release date for GW2 and I have spoken to them on the phone on several occasions for GW1 and they have always seemed genuine and worried about my issues. This is not how you keep the 15 dollars a month Bioware, especially when the real issues start coming into these terrible people you have hired, and shotty systems you have developed to support their less than stellar abilities.

One more thing..

You don't represent me so don't say "They do not deserve OUR money".  You are clearly the problem if you routinely have contacted multiple customer service departments.  We are not similar and I won't be joining your cause of bitching and moaning.

Yet here you are. To walk a path alone is to walk the righteous path. To stand in ones path, well, you are just rude.

  onthestick

Apprentice Member

Joined: 12/06/11
Posts: 647

12/09/11 4:02:26 AM#59
Originally posted by Turkish4676
Originally posted by onthestick
Originally posted by Dave3216

Wow i nearly felt sorry for you OP then i remembered, I live in Australia i cant even friggen pre order poor you, with no announcement on any timeline when the game will be released in Aus, whispers are saying 12 monhs time. So yea cry me a river bloke gg.

We have 8 australians in our guild and they all have their game ready to play;) you know that Australians can buy games online from other places right ;)

Wow I nearly felt bad for the aussie, oh wait he is just stupid.

Why stupid? o.O

How many servers SWTOR will launch with on release?

ShredderSE - Umm how many do they need? Maybe 6.
US, EU, Asian, France, German and Russian.
Subs will be so low there is no need for more
Snoocky-How many servers?
The first 3 months a lot...after that 2 i guess, one for PVE and 1 for PVP...

Thorbrand - SWTOR doesn't have longevity at all. Might be one of the shortest lived MMOs.

  Distopia

Drifter

Joined: 11/22/05
Posts: 15106

"what a boring life, HATING everything" -Gorilla Biscuits

12/09/11 4:04:11 AM#60
Originally posted by Turkish4676
 

As far as maliciousness is concerned, you are way off. I said "wow that is crap" when they said that their system did not have the capabilities to change cc info.

Hmm that says to me they may have an alternate avenue to handle billing info. Unless this is only in reference to their Pre-order system.

For every minute you are angry , you lose 60 seconds of happiness."-Emerson

It is a sign of a defeated man, to attack at ones character in the face of logic and reason

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