Originally posted by Creslin321

Originally posted by Istavaan

Originally posted by Creslin321
I hate it when companies offer exclusive beta access to prepurchasers because it always creates these kind of issues. I mean, you shouldn't expect good CS because it's just beta right? But then again, you were made to pay for access to the beta, so shouldn't you expect good CS for your money? Both these arguments are valid and that is why there should be no "paid" betas. It defeats the purpose of beta.

i didn't pay for beta i paid for the game. beta is a bonus.

 

It's all perception and that's the point. If a store has a buy 5, $6 items and get one free sale. Then did you pay $30 for 5 items and get one as a bonus? Or did you pay $30 for 6 items? There is no right answer.

This is more like paying the $30, but being denied the sixth item.

Guaranteed beta access is part of what was being purchased with the preorder.  Their customer service so far as been insufficient to the task they've charged money for.

Originally posted by Creslin321
I hate it when companies offer exclusive beta access to prepurchasers because it always creates these kind of issues. I mean, you shouldn't expect good CS because it's just beta right? But then again, you were made to pay for access to the beta, so shouldn't you expect good CS for your money? Both these arguments are valid and that is why there should be no "paid" betas. It defeats the purpose of beta.

Not if part of the beta is new customer accounts and their creations. All this is new and will get worked out. Everyone needs to relaxe and chill like the other side of a pillow.

To avoid any issues, I started a new account for GW2.

At OP..Thats what happens when you buy things that are not finished. For all anyone knows this game might not be released til summer of 2015. But i'm sure they appreciated your money. It helped to pay the guy working overtime on the cash shop.

Originally posted by Nanfoodle
Some of you don't get it at all. I'm fine with a buggy product. What I am not fine with is no customer service. They are not selling preorders, they are selling full price for a product they are not supporting. If in my many emails I have gotten from ncsoft was something other then a copy paste response asking me to do the same steps over and over I would not be upset as I would know someone is hearing me. If you are going to sell a game for full price right now, you better have a team ready to give customer support. ANet does not and its easy to see if you have a problem. This sit back and trust them approach does not fly with most new customers. Sure if I had history with them I would be fine but at this point I have given them my money and from the 10th of April till now I have gotten nothing to show for it. I can't even log into an account that's shows I am a paying customer. This has gone past the point of trust as I have nothing to show for my money.

You sound upset. You should just work on getting your money back and move on.  It's not worth the trouble of a $60 video game to me. Life is to short. :D

Originally posted by Creslin321
I hate it when companies offer exclusive beta access to prepurchasers because it always creates these kind of issues. I mean, you shouldn't expect good CS because it's just beta right? But then again, you were made to pay for access to the beta, so shouldn't you expect good CS for your money? Both these arguments are valid and that is why there should be no "paid" betas. It defeats the purpose of beta.

both of those arguments are not valid.  people paid for beta access,  it was included as a bonus with the game,  it does not excuse a lack of customer support.  the last month or so Anet has dropped the ball dealing with the public.

Originally posted by Creslin321
I hate it when companies offer exclusive beta access to prepurchasers because it always creates these kind of issues. I mean, you shouldn't expect good CS because it's just beta right? But then again, you were made to pay for access to the beta, so shouldn't you expect good CS for your money? Both these arguments are valid and that is why there should be no "paid" betas. It defeats the purpose of beta.

No one was promised good customer service as part of the pre-purchase.  What they were promised was access to all beta weekend events.  How that happens is inconsequential, but ANet is obligted to provide, at a minimum, a pre-purchaser's ability to access the game.  If account issues are preventing that, they are on the hook for it and the consumer not only has a reason to complain, but to also demand a refund for failing to receive what was promised -- if they choose. 

Personally, I'd find this very irritating if it happened to me, but not so much that I'd pick up my ball and go home, let alone complain to the BBB about it.  Shit happens, right or wrong.  I just wanted to be clear that ANet is obligated to fix these issues and the fact that the game is in a beta state, does not free them of their responsibility.  People paid for a product that included beta weekend access.  If ANet can't provide it, the consumer is completely within their rights to raise a stink over it.  I just wouldn't myself.  At least, not to the same degree as what's been described.

Originally posted by travamars

At OP..Thats what happens when you buy things that are not finished. For all anyone knows this game might not be released til summer of 2015. But i'm sure they appreciated your money. It helped to pay the guy working overtime on the cash shop.

Well that is good to know the cash shop is fairly minimal if only one guy is working on it. Thank you for minimizing my concerns!

Originally posted by kanedaA

Dont expect good customer support from them.....

the support team is the same more or less from aion and we all know how pathetic they are 

If that's the same team as NCsoft West (Guild Wars 1, CoX), I have nothing but praise for them.  Some of the fastest and most effective CS I've received from a game company yet. 

This seems like standard customer service though.  I've worked in an IT department, the first thing I tell you is, unless you have told me you've done A, B and C, then I will tell you to do  A, B and C.  When you are outnumbered 1000 to 1, and 99 percent of problems come from people not doing what they are told to do, this makes sense. 

I think you got a little ahead of yourself by calling the BBB, honestly it's 2 days.  I"ve had groupon inquiries that took longer.  

It took me all of 2 minutes to find this. I think the reason you have gotten this response is because you have a very naive perspective of what is and isn't good customer service when dealing with a product that won't be released for a few days.  Good luck, I hope after 5 years the blessing of patience comes to you. 

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Originally posted by dontadow

This seems like standard customer service though.  I've worked in an IT department, the first thing I tell you is, unless you have told me you've done A, B and C, then I will tell you to do  A, B and C.  When you are outnumbered 1000 to 1, and 99 percent of problems come from people not doing what they are told to do, this makes sense. 

I think you got a little ahead of yourself by calling the BBB, honestly it's 2 days.  I"ve had groupon inquiries that took longer.  

It took me all of 2 minutes to find this. I think the reason you have gotten this response is because you have a very naive perspective of what is and isn't good customer service when dealing with a product that won't be released for a few days.  Good luck, I hope after 5 years the blessing of patience comes to you. 

 

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Good job!  

reporting to the BBB that's rich

Anyway, I had a problem loging in, put in a customer support ticket, got a response within 2 hours, everything is cool now

good luck with your problem

Originally posted by Unlight

Originally posted by kanedaA

Dont expect good customer support from them.....

the support team is the same more or less from aion and we all know how pathetic they are 

If that's the same team as NCsoft West (Guild Wars 1, CoX), I have nothing but praise for them.  Some of the fastest and most effective CS I've received from a game company yet. 

 They were awful with Aion. Some of the worst I have ever seen outside of AOC. No channel moderation at all. Spammers and bots left alone for days at a time. They didn't even have to move, hide or anything because there was so little being done. It was ridiculous. Could take several days to get a response. The level of hacking that went on with people's accounts due to them being so lazy about monitoring their channels was unreal. Didn't help that one group was able to obtain a domain that was almost the same as NcSoft's so many were duped into thinking a competition being offered by the group was legit and being done by NCSoft. When in reality it was fake and was being used to hack accounts. Crazy number of folks got dinged by that.

...and their forums? Absolute disaster. No moderation whatsoever. One of the worst I have ever seen. Was hard to believe it was the same organization that provided support for CoH because it was like night and day far as how seervice was provided for the two games.

Originally posted by Amjoco

Originally posted by travamars

At OP..Thats what happens when you buy things that are not finished. For all anyone knows this game might not be released til summer of 2015. But i'm sure they appreciated your money. It helped to pay the guy working overtime on the cash shop.

Well that is good to know the cash shop is fairly minimal if only one guy is working on it. Thank you for minimizing my concerns!

Ah...finally someone spoke up and admitted they were concerned. Unfortunatly the op only paid enough for the one guy. There are many others. But it's nice to see someone admit concern.

Originally posted by dontadow

This seems like standard customer service though.  I've worked in an IT department, the first thing I tell you is, unless you have told me you've done A, B and C, then I will tell you to do  A, B and C.  When you are outnumbered 1000 to 1, and 99 percent of problems come from people not doing what they are told to do, this makes sense. 

I think you got a little ahead of yourself by calling the BBB, honestly it's 2 days.  I"ve had groupon inquiries that took longer.  

It took me all of 2 minutes to find this. I think the reason you have gotten this response is because you have a very naive perspective of what is and isn't good customer service when dealing with a product that won't be released for a few days.  Good luck, I hope after 5 years the blessing of patience comes to you. 

 

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Call it, I did, says very clearly that they will only deal with billing problems. All other customer service related concerns must be done on their support web page.

Originally posted by Nanfoodle

Originally posted by dontadow

This seems like standard customer service though.  I've worked in an IT department, the first thing I tell you is, unless you have told me you've done A, B and C, then I will tell you to do  A, B and C.  When you are outnumbered 1000 to 1, and 99 percent of problems come from people not doing what they are told to do, this makes sense. 

I think you got a little ahead of yourself by calling the BBB, honestly it's 2 days.  I"ve had groupon inquiries that took longer.  

It took me all of 2 minutes to find this. I think the reason you have gotten this response is because you have a very naive perspective of what is and isn't good customer service when dealing with a product that won't be released for a few days.  Good luck, I hope after 5 years the blessing of patience comes to you. 

 

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Call it, I did, says very clearly that they will only deal with billing problems. All other customer service related concerns must be done on their support web page.

I would simply tell them you want a refund. That is billing. You get your money back and if you still want to play, order another copy and create a new account.

The guy paid money for something and got nothing, and they wont talk to him to fix it, and you people think he shouldn't be upset. This is whats wrong with the video game industry.  To many sheep.

Originally posted by travamars

Originally posted by Amjoco

Originally posted by travamars

At OP..Thats what happens when you buy things that are not finished. For all anyone knows this game might not be released til summer of 2015. But i'm sure they appreciated your money. It helped to pay the guy working overtime on the cash shop.

Well that is good to know the cash shop is fairly minimal if only one guy is working on it. Thank you for minimizing my concerns!

Ah...finally someone spoke up and admitted they were concerned. Unfortunatly the op only paid enough for the one guy. There are many others. But it's nice to see someone admit concern.

My concerns were minimalistic at best! Now they are pretty much nil! :) 

Some people have issues. Some people don't.

Such is life.

Nothing is perfect, especially not a pre-release product or service.

Yes, people have the right to be upset if they are affected by it but they also need to have reasonable expectations.

The thread title, "ANet needs to learn customer service" is a complete and total exageration and dramatization.

So is contacting the BBB for a pre-release product.

Upset? Sure. Make your voice heard to the people who can do something about it - Anet.

Have some patience though, these things take time to sort out. 

Yes, sucks for you that are having problems, but such is life.

Not making excuses for anybody or any company, but come on people... be rational.

Originally posted by Nanfoodle

Originally posted by dontadow

This seems like standard customer service though.  I've worked in an IT department, the first thing I tell you is, unless you have told me you've done A, B and C, then I will tell you to do  A, B and C.  When you are outnumbered 1000 to 1, and 99 percent of problems come from people not doing what they are told to do, this makes sense. 

I think you got a little ahead of yourself by calling the BBB, honestly it's 2 days.  I"ve had groupon inquiries that took longer.  

It took me all of 2 minutes to find this. I think the reason you have gotten this response is because you have a very naive perspective of what is and isn't good customer service when dealing with a product that won't be released for a few days.  Good luck, I hope after 5 years the blessing of patience comes to you. 

 

1-512-225-6359

Mon through Friday

Noon until 5:00 PM, Central time (-5 GMT

Call it, I did, says very clearly that they will only deal with billing problems. All other customer service related concerns must be done on their support web page.

If there is a queue of 1000 people already with tickets, you won't be jumping to #1 in a single day. Customer service is usually FIFO. Everything is also based on criticality. If it's a serious issue that requires elevation then it will probably take more than 48hrs to fix anyways since they will need someone with more expertise. This is normal. Front line people don't have a lot of power and have to go by the book. I can't believe I have to explain this.