Originally posted by Amjoco

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.

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.

Matter of fact you dont even get a live person when you call it, you leave a message as it says in the recording if its an problem they can help you will they will call you back, if not they will not even respond and they wil only respond to billing problems. At least with BioWare I could call a person with my problems. Same with Blizzard and SoE. NCsoft has been around for a while now and this is how they have set up their companies customer service. This is not a tripple AAA MMO when it comes to customer service. They are going to have to step it up because with millions of customers coming to this game this process will be to slow to keep people happy. They wana play in the big boys game then its time they put on some big boy pants.

Originally posted by NaughtyP

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.

I left the IT world 10 years ago to work in customer service. I have been part of the team where I work that helps train new hires as well on customer service. Trust me what I could teach you about customer service would blow your mind. I know good customer service when I see it and NCsoft is lacking.

Originally posted by Nanfoodle

Originally posted by Amjoco

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.

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.

Matter of fact you dont even get a live person when you call it, you leave a message as it says in the recording if its an problem they can help you will they will call you back, if not they will not even respond and they wil only respond to billing problems. At last with BioWare I could call a person with my problems. Same with Blizzard and SoE. NCsoft has been around for a while now and this is how they have set up their companies customer service. This is not a tripple AAA MMO when it comes to customer service. They are going to have to step it up because with millions of customers coming to this game this process will be to slow to keep people happy. They wana play in the big boys game then its time they put on some big boy pants.

So in 20 minutes go to help.ncsoft.com/app/chat/chat_home and get help. This entire thread leaves me baffled. If you left your name and number with the above number they will get back to you. The recording also says they will help you through live chat. Why would you go to the BBB?

Originally posted by Amjoco

Originally posted by Nanfoodle

Originally posted by Amjoco

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.

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.

Matter of fact you dont even get a live person when you call it, you leave a message as it says in the recording if its an problem they can help you will they will call you back, if not they will not even respond and they wil only respond to billing problems. At last with BioWare I could call a person with my problems. Same with Blizzard and SoE. NCsoft has been around for a while now and this is how they have set up their companies customer service. This is not a tripple AAA MMO when it comes to customer service. They are going to have to step it up because with millions of customers coming to this game this process will be to slow to keep people happy. They wana play in the big boys game then its time they put on some big boy pants.

So in 20 minutes go to help.ncsoft.com/app/chat/chat_home and get help. This entire thread leaves me baffled. If you left your name and number with the above number they will get back to you. The recording also says they will help you through live chat. Why would you go to the BBB?

When their live chat starts I am at work and by the time I get home its already closed. Thats one of my problems with their customer service. No evenings or weekend support when the majority of their customers have time to talk to them. Its a good dodge that is. I have to take time off work to deal with their problems. Sad.

Originally posted by Amjoco

This entire thread leaves me baffled.

 It baffles me too that some would defend this, say it is simply part of beta, or state that their pre purchase does not mean they would get access to beta so if they don't they should just deal with it.  But what can you do...

>_>

I will say calling the BBB was simply silly though.

Originally posted by Nanfoodle

Originally posted by Amjoco

Originally posted by Nanfoodle

Originally posted by Amjoco

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.

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.

Matter of fact you dont even get a live person when you call it, you leave a message as it says in the recording if its an problem they can help you will they will call you back, if not they will not even respond and they wil only respond to billing problems. At last with BioWare I could call a person with my problems. Same with Blizzard and SoE. NCsoft has been around for a while now and this is how they have set up their companies customer service. This is not a tripple AAA MMO when it comes to customer service. They are going to have to step it up because with millions of customers coming to this game this process will be to slow to keep people happy. They wana play in the big boys game then its time they put on some big boy pants.

So in 20 minutes go to help.ncsoft.com/app/chat/chat_home and get help. This entire thread leaves me baffled. If you left your name and number with the above number they will get back to you. The recording also says they will help you through live chat. Why would you go to the BBB?

When their live chat starts I am at work and by the time I get home its already closed. Thats one of my problems with their customer service. No evenings or weekend support when the majority of their customers have time to talk to them. Its a good dodge that is. I have to take time off work to deal with their problems. Sad.

Their hot-line starts in ten minutes. Are you at work now? 

Originally posted by Nanfoodle

Originally posted by Amjoco

Originally posted by Nanfoodle

Originally posted by Amjoco

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.

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.

Matter of fact you dont even get a live person when you call it, you leave a message as it says in the recording if its an problem they can help you will they will call you back, if not they will not even respond and they wil only respond to billing problems. At last with BioWare I could call a person with my problems. Same with Blizzard and SoE. NCsoft has been around for a while now and this is how they have set up their companies customer service. This is not a tripple AAA MMO when it comes to customer service. They are going to have to step it up because with millions of customers coming to this game this process will be to slow to keep people happy. They wana play in the big boys game then its time they put on some big boy pants.

So in 20 minutes go to help.ncsoft.com/app/chat/chat_home and get help. This entire thread leaves me baffled. If you left your name and number with the above number they will get back to you. The recording also says they will help you through live chat. Why would you go to the BBB?

When their live chat starts I am at work and by the time I get home its already closed. Thats one of my problems with their customer service. No evenings or weekend support when the majority of their customers have time to talk to them. Its a good dodge that is. I have to take time off work to deal with their problems. Sad.

You have been chatting here all morning. There live chat starts in 9 minutes. 

Post the emails.

Originally posted by Ackbar

Post the emails.

That would help.

Well i read most of the post here and  I guess the question to ask is did anyone NOT have problems getting everything squared away... i mean outside of the 502 thing which was unavoidable do to user congestion.  I personally didnt really have too much trouble and just wondered if anyone else didnt either.  *shrugs*

Originally posted by Wickedjelly

Originally posted by Amjoco

This entire thread leaves me baffled.

 It baffles me too that some would defend this, say it is simply part of beta, or state that their pre purchase does not mean they would get access to beta so if they don't they should just deal with it.  But what can you do...

>_>

I will say calling the BBB was simply silly though.

This is just customer service, the way it works. Especially when a company is having a busy period.  

As for this being beta, the beta isn't available until friday, so they have a few days from the original inquiry to answer you.  YOu aren't the only one with this problem, and they don't have the resources to troubleshoot the same problem for each individual person. 

The level of impatience is appauling and feels fairly tantrum like.  I don't like mom's answer so I'll ask Dad.  

With a little patience and better attitude his problem could be solved.  I'd call billing ans ask the, okay its nto a technical problem but i want to make sure that iam registered, that my payment did go through and that is is functioning correctly.  

I said earlier, i had the same problem, and i discovered my own gaff in that i never registered my second account, it didnt go through, and i simply repeated the process. 

Originally posted by RoninOkami

Well i read most of the post here and  I guess the question to ask is did anyone NOT have problems getting everything squared away... i mean outside of the 502 thing which was unavoidable do to user congestion.  I personally didnt really have too much trouble and just wondered if anyone else didnt either.  *shrugs*

For some reason my registration code didn't work the first 2 times when trying to make my account, so i just waited 2 minutes, re-tried and had the download going in a couple minutes! Although when i changed over my input to my xbox while it was downloading, when it was done, and i swapped back over to my comp, my screen went wacky flashing stuff.... Ctrl+alt+del for the win!

Originally posted by dontadow

Originally posted by Wickedjelly

Originally posted by Amjoco

This entire thread leaves me baffled.

 It baffles me too that some would defend this, say it is simply part of beta, or state that their pre purchase does not mean they would get access to beta so if they don't they should just deal with it.  But what can you do...

>_>

I will say calling the BBB was simply silly though.

This is just customer service, the way it works. Especially when a company is having a busy period.  

As for this being beta, the beta isn't available until friday, so they have a few days from the original inquiry to answer you.  YOu aren't the only one with this problem, and they don't have the resources to troubleshoot the same problem for each individual person. 

The level of impatience is appauling and feels fairly tantrum like.  I don't like mom's answer so I'll ask Dad.  

With a little patience and better attitude his problem could be solved.  I'd call billing ans ask the, okay its nto a technical problem but i want to make sure that iam registered, that my payment did go through and that is is functioning correctly.  

 I'm not having this problem. Unlike some though I can sympathize with those that are and frankly this is not how it always goes with customer service. Varies rather significantly per company from my experience.

My only problem is I get really tired of people always defending the fucking company no matter what over the customer. it gets really old. 

Until of course it happens to them. Then most of these people magically turn their opinion on the matter without a hesitation. Funny how that works.

Well no matter what the OP  "shouldn't" respond now because he is at work. He claims he can't use the live chat feature from NCSoft because it is only available during his work hours which is 12:00 CDT to 5:00 CDT so hopefully the thread will fade into the archives! I hope he does get the issue resolved and appreciates the help some people here did offer him.

Originally posted by RoninOkami

Well i read most of the post here and  I guess the question to ask is did anyone NOT have problems getting everything squared away... i mean outside of the 502 thing which was unavoidable do to user congestion.  I personally didnt really have too much trouble and just wondered if anyone else didnt either.  *shrugs*

 Bought 2 copies for me and the wife, no problems....

I am more worried that we need to upgrade cpus or atleast our graphic cards, but no problems otherwise...I mean I can't blame ANET for my graphic cards being a little dated.

Originally posted by Corehaven

Originally posted by TwoThreeFour

Originally posted by Distopia

Reporting them to the BBB when the product is still in testing and has no release in sight at present? They probably aren't even staffed up yet in terms of support.

That's no excuse really. The moment they allow people to either purchase or prepurchase, is the moment they should have their costumer support ready.

 

This is correct.  Beta means nothing once they are receiving the full price of the game. 

 

Now Im a huge GW2 fan.  Take that in mind. 

 

But all you saying, " Its beta.  BBB?  Laughable! " .   No see, he's already bought it and needs customer service to resolve his issue.  Period.  He's PAID.  They're selling a product.  Right now.  The promise of that money is among other things you'll get into Beta.  Thats the payment promise. 

 

So either they help him sort out his issue and he gets into Beta, or he doesnt in which case service was not provided.  Now if they had sold nothing and no money was taken, thats no cause for alarm.  However if they are taking money, they need to address the issues he is having now. 

 

Customer service is reserved for customers.  The OP is one.  Period.  BBB report will be taken seriously.  I promise you that. 

 

Again I love what Ive seen of GW2 and Im just stoked to play it some day, but his issue is valid.   Ive not even bought the game and am not beta eligable.  Do you guys want to rag on me now?  This man has supported GW2.  Be nice to him.  Dont be scum bags.  Wake up. 

My feelings exactly.  /signed

I, on the other hand, had an issue with not receiving my beta email and received a response from a human within two hours, addressing my concern.  I guess it can swing both ways.

Originally posted by Wickedjelly

Originally posted by Tayah

Originally posted by vorrin5

You do realize that GW2 is in beta right? It hasn't been released yet.

 

That's the exact response people gave on the forums for Bioware's crappy Customer Service. People giving them a pass because it was in beta or a new game...That's no excuse for crappy customer service.

I think the OP has a legitimate right to be a bit upset, and I'm glad they came to tell us about their experience.

ArenaNet are selling a product that isn't out yet, yes.. They are also asking you to trust in thier product and their ability to deliver you the product in the description, and also asking that you pay them up front for said product with weekend betas/headstart included.

The OP should have gotten a response by a real person by now. I do think the OP is being a bit stubborn though with the daytime live chat...most anyone these days can take 10 mins out of their lunch hour and chat with live help to see if they can fix the problem, but that still doesn't excuse the fact that he got so many cut and paste responses and no help at all basically.

The cut and paste responses is all you get from Bioware too. ArenaNet need to step it up with responses to legitimate problems customers would have. I'm looking forward to the game but if people are not getting the proper help with problems already that's a bit concerning to me.

 Yep

These guys are simply hypocrites anyways. They may handle it differently but they would be just as frustrated if they were having this issue. Classic case of it isn't affecting me so it isn't a concern. Gamers are infamous for suffering from this. Can't see outside their own bubble.

you joking... it was effecting me and i did handle it calmly and fixed it myself

When I have issues with customer service I contact them and post in their trouble shooting forums or seek out alternative options to get in contact with someone who can help me.

If I must resort to outside help (meaning I am unable to locate any contact information or reliable contact information) I seek help from online communities.

I do not create threads on websites complaining about how poor their service is and report them to the BBB if I have not received a response within a few hours. My thread would be "Anyone know how I can get this issue resolved?"

When someone does respond to me, I do not rage, and or toss about threats. I try to be patient and co-operate with the support personal as much as I can so we can get a resoloution. There is a way to get the problem solved. It never helps to be so negative that you make things worse rather than better.

Raging out on these forums is doing nothing to solve this problem. It is only fueling your frustrations because the people that agree with you pumps up your cause, and the ones that do not piss you off even more. Outside of the advice offered by a select few people, how is this extended thread helping you get your issue sorted out?

Originally posted by Amjoco

Well no matter what the OP  "shouldn't" respond now because he is at work. He claims he can't use the live chat feature from NCSoft because it is only available during his work hours which is 12:00 CDT to 5:00 CDT so hopefully the thread will fade into the archives! I hope he does get the issue resolved and appreciates the help some people here did offer him.

No offense, but I think he may be silent for seeing how you just 'stumped' his logic of calling them up.

Furthermore I doubt he'd have anything to show you in terms of customer service. Each company has different procedures, directives towards their customers and all are about soothing them even if it's only to shut them up.

He has yet to comment on the refund as he's stuck in rage mode and doesn't seem to acknowledge other options. The entitlement issue fits perfectly.

And to those calling the people here hypocrites for not agreeing with the OP, you're all full of it since

A) None of you came and offered help with the problem, only insulted Anet and those that tried to help

B) Has shown through your previous thread post to be somewhat against GW2 anyway,

C) Show aggression to a situation you are not even in, therefor it easily sums up you would rage over anything and probably hate the fact others aren't or wouldn't be.

I have nothing further to add in hopes of helping the OP save mention like Amjoco to demand a refund as the stress isn't worth it but since you're a CSR, I'm surprised you aren't calmer.

Originally posted by arji

I dont either. I will not give time to any game. We are not at 2004.

As you can see from my posts i support GW2 so far, but i guess this is the time to see who is a fanboy and who is a customer.

I ll support the good things but not the bad.

Lets see if i finally prepurchase, i am already losing a beta weekend waiting a response.

apparently you cant read a simple FAQ - as long as you prepurchase before friday you are garanteed access, if you buy it today you will get in, as long as you dont buy it after the beta servers go in you will 100% get in.