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Star Wars: The Old Republic

Star Wars: The Old Republic 

Reviews & Impressions  » Worst Customer Service In Existence

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30 posts found
  ThatGuy5

Apprentice Member

Joined: 1/10/13
Posts: 1

 
OP  1/10/13 8:35:18 PM#1

This The Response I Get When Asking About A Bugged High Dollar (In Game) paid item I purchased that did not work.

 

Greetings, 

I am Protocol Droid M0-T0, Human-Cyborg Relations.

Thank you for contacting us to report the issue you encountered.

If you have a Preferred status or Free-to-Play account, please be aware that in-game support, including item and character restorations, is only available to subscribers.

If you have an account or technical issue, our Account & Billing and Technical teams are available to assist via our Customer Service telephone support.


Customer support will be provided in English, French, and German only.

You can also avail of our self-help section on the website which contains many articles which can provide you with further information on our most frequently asked questions. For Account and Billing enquiries, you can visit our Help Center here: 


For in-game issues, you may find it helpful to search our Help Center at http://www.swtor.com/support/helpcenter for possible solutions or to visit our community pages, found here:http://www.swtor.com/community/
Please note that we do not offer in-game support of any kind by telephone.

Please do not hesitate to contact us again if there is anything further we can assist you with.

Galactic Support is our speciality... 

Sincerely, 

Protocol Droid M0-T0

 

 

 

My Response.....

 

 

I'm stunned. I suggest whatever employee who reads this has the good
sense to take these issues to your management, because if not, and
things stay the same I will ASSURE you that you will find yourself and
the rest of this games employees and staff without work.

         I was really hoping that the information I read about this
sort of thing was fake. Does your company have any concept of customer
service or how to run a business? Your response to an issue caused by
a bug (far from uncommon in this game) a representation of a faulty
product that you produced, is stating that you refuse to help people
using your product until your a preferred member or subscriber, or in
other words until give them money. How would you react if you walked
into Sears, asked for help trying on a pair of shoes and employee at
the counter tells you she refuses to help you unless you buy something
first. That's EXACTLY what just happened, and you know what each and
ever person would do, walk out and go somewhere else, and in case you
didn't know there are dozens of quality free play MMOs out there for
people to choose from, ones that don't treat their players like second
class citizens, unwelcome in a free to play game that runs more like a
demo then anything else.
        I'm sorry your subscription business model did not work out
for you, honestly I wish it would have, but that does not justify you
to take your forced switch to free-to-play out on your players like an
angry child throwing a fit. All this will do is make you loose your
player base, free or otherwise, completely. Which like it or not, that
free-to-play customer base is required for you to be successful at
this point.
         How do you think this kind of service reflects on you as a
company? Do you feel that by brow-beatings players with lock-downs and
badgering them for money in every single accept of this game will make
us want to go out and pay you in the hopes of "better service" ....no.
All you accomplish is showing us exactly what kind of service we would
be paying for. When you meet with company or individual for a service
quote, if they offer you terrible products, services and treats you
disrespectfully would you turn around and hire him with the ideal that
once you pay him he will treat you better and offer you more
reasonable services? In my specific example why would I spend real
money on a cartel item that glitches, doesn't work, and you refused to
fix or help in any way. I don't think "Hey maybe should try again
wasting real money on a product that won't work and they won't fix."
No I thank god that I didn't spend real money on that product and
while I had planned to buy cartel coin in the very near future I
longer have the desire.
      Look at the history of any company with terrible customer
service see how that has worked out for them in the long run, see
which companies last decades and you will find that the one thing they
have in common is exceptional customer service and a drive to please
their customer base. This is the most basic of business fundamentals.
You currently only give off the impression you are angry because you
are now being forced by the market to offer free to play, and want
nothing more then sucker us for all the money you can. MMOs I can only
imagine are a hard item to market lately with all the games out there,
but if you think treating your players (any players) in such a
soul-less, money grubbing manner will allow to survive your fooling
yourself. Get over the fact you can't run a subscription based
business model, and go back to roots of trying to make an amazing game
and making the players happy because of your craft. Not trying to milk
your player base for everything it's worth. I'm afraid that you have
already learned that just because you have a big name theme attached
to your MMO doesn't insure your automatic success, so listen to me or
not, I hope you do because otherwise the issue will solve itself and
you will find yourself going the way of so many other drain circling
MMOs. Please do not misunderstand me I appreciate the game you have
made, the stories you have told, and the work you have done, so please
fix these issues so that it may continue prosperity.

  Latronus

Novice Member

Joined: 1/10/08
Posts: 718

PC is not political correctness, it means Political Cowardice!

1/10/13 8:47:49 PM#2
Originally posted by ThatGuy5

This The Response I Get When Asking About A Bugged High Dollar (In Game) paid item I purchased that did not work.

 

Greetings, 

I am Protocol Droid M0-T0, Human-Cyborg Relations.

Thank you for contacting us to report the issue you encountered.

If you have a Preferred status or Free-to-Play account, please be aware that in-game support, including item and character restorations, is only available to subscribers.

If you have an account or technical issue, our Account & Billing and Technical teams are available to assist via our Customer Service telephone support.


Customer support will be provided in English, French, and German only.

You can also avail of our self-help section on the website which contains many articles which can provide you with further information on our most frequently asked questions. For Account and Billing enquiries, you can visit our Help Center here: 


For in-game issues, you may find it helpful to search our Help Center at http://www.swtor.com/support/helpcenter for possible solutions or to visit our community pages, found here:http://www.swtor.com/community/
Please note that we do not offer in-game support of any kind by telephone.

Please do not hesitate to contact us again if there is anything further we can assist you with.

Galactic Support is our speciality... 

Sincerely, 

Protocol Droid M0-T0

 

 

 

My Response.....

 

 

I'm stunned. I suggest whatever employee who reads this has the good
sense to take these issues to your management, because if not, and
things stay the same I will ASSURE you that you will find yourself and
the rest of this games employees and staff without work.

         I was really hoping that the information I read about this
sort of thing was fake. Does your company have any concept of customer
service or how to run a business? Your response to an issue caused by
a bug (far from uncommon in this game) a representation of a faulty
product that you produced, is stating that you refuse to help people
using your product until your a preferred member or subscriber, or in
other words until give them money. How would you react if you walked
into Sears, asked for help trying on a pair of shoes and employee at
the counter tells you she refuses to help you unless you buy something
first. That's EXACTLY what just happened, and you know what each and
ever person would do, walk out and go somewhere else, and in case you
didn't know there are dozens of quality free play MMOs out there for
people to choose from, ones that don't treat their players like second
class citizens, unwelcome in a free to play game that runs more like a
demo then anything else.
        I'm sorry your subscription business model did not work out
for you, honestly I wish it would have, but that does not justify you
to take your forced switch to free-to-play out on your players like an
angry child throwing a fit. All this will do is make you loose your
player base, free or otherwise, completely. Which like it or not, that
free-to-play customer base is required for you to be successful at
this point.
         How do you think this kind of service reflects on you as a
company? Do you feel that by brow-beatings players with lock-downs and
badgering them for money in every single accept of this game will make
us want to go out and pay you in the hopes of "better service" ....no.
All you accomplish is showing us exactly what kind of service we would
be paying for. When you meet with company or individual for a service
quote, if they offer you terrible products, services and treats you
disrespectfully would you turn around and hire him with the ideal that
once you pay him he will treat you better and offer you more
reasonable services? In my specific example why would I spend real
money on a cartel item that glitches, doesn't work, and you refused to
fix or help in any way. I don't think "Hey maybe should try again
wasting real money on a product that won't work and they won't fix."
No I thank god that I didn't spend real money on that product and
while I had planned to buy cartel coin in the very near future I
longer have the desire.
      Look at the history of any company with terrible customer
service see how that has worked out for them in the long run, see
which companies last decades and you will find that the one thing they
have in common is exceptional customer service and a drive to please
their customer base. This is the most basic of business fundamentals.
You currently only give off the impression you are angry because you
are now being forced by the market to offer free to play, and want
nothing more then sucker us for all the money you can. MMOs I can only
imagine are a hard item to market lately with all the games out there,
but if you think treating your players (any players) in such a
soul-less, money grubbing manner will allow to survive your fooling
yourself. Get over the fact you can't run a subscription based
business model, and go back to roots of trying to make an amazing game
and making the players happy because of your craft. Not trying to milk
your player base for everything it's worth. I'm afraid that you have
already learned that just because you have a big name theme attached
to your MMO doesn't insure your automatic success, so listen to me or
not, I hope you do because otherwise the issue will solve itself and
you will find yourself going the way of so many other drain circling
MMOs. Please do not misunderstand me I appreciate the game you have
made, the stories you have told, and the work you have done, so please
fix these issues so that it may continue prosperity.

Oh, this will get you oh so much positive action from EA.  While I do agree with you that issues should be fixed regardless, this will go straight to the delete folder.  At least you've vented twice now, so I hope you feel better.

you catch more with honey than vinegar.  Just saying.

  Ahnog

Apprentice Member

Joined: 7/18/05
Posts: 230

1/11/13 8:45:07 AM#3
As a subscriber I have found the customer service to be excellent. I've filled three tickets. Two of them were answered within hours, and one within three days.

Ahnog

Hokey religions are no replacement for a good blaster at your side.

http://www.ahnog.us

  Thorkune

Spotlight Poster

Joined: 9/28/06
Posts: 1779

Dyslexics of the world...UNTIE!

1/11/13 8:49:47 AM#4
I have filed about 4 tickets total, and all of mine average about 10 days to get an answer. And, I have not gotten satisfaction on any of them. I have never had such a bad experience with any customer service.
  Cypt1

Novice Member

Joined: 12/06/05
Posts: 284

1/11/13 9:23:03 AM#5

Back before the game employed the F2P model, customer service was fairly decent (for me, anyway). My tickets always received a response--one way or another--within a few hours. Now, however, the fastest I've gotten an answer was four days after submitting my ticket. As it turns out, they couldn't even help me and gave me a canned response, to boot. Heh.

To the guy above who says he still gets good response times: Good for you. Wish I did.

  Bleakmage

Novice Member

Joined: 12/06/04
Posts: 177

I cut my teeth on Pong. \m/

3/22/13 5:59:51 AM#6
Originally posted by Ahnog
As a subscriber I have found the customer service to be excellent. I've filled three tickets. Two of them were answered within hours, and one within three days.

Ah, I remember the good ole days, back before they fired everbody, when you had a ticket replied to in three hours, on average. And once, but only once, I actually got to talk to a customer support person with the customer-support in-game chat thingy! Ah, those were the days, before the dark. . .err, not so dark. Still a fun game, but 3 hours did turn into 3 days, lol.

https://www.smashwords.com/profile/view/Bleakmage

  Ozimandeus

Novice Member

Joined: 2/11/06
Posts: 79

6/30/13 5:12:47 AM#7

OK.. I called them on the telephone.. it was picked up with a real person on the other end of the line. They resolved my issue in 3 minutes flat. And I wasn't a subscriber.

Bad customer service? - er I DON'T THINK SO!!

  NeokiNaomi

Advanced Member

Joined: 5/24/07
Posts: 325

In der ruhe kommt die kraft.

6/30/13 5:25:26 AM#8

Remember, EA was voted the worst company in the world.

In response to your experience, I've NEVER had a positive experience from any of my tickets from any games related to them. Be it Simcity, The Sims, Fifa or SWTOR. Everytime, it's like I have to jump through fire to get an answer. This all and beyond their own treatment of their internal employee's, is all the more reason I have stopped subscribing to swtor all together and just un-installed. Shame really, I loved playing my Sith Sorcerer healer in Warfronts and Raids.

TwitchTV:NeokiLIVE

  DamonVile

Elite Member

Joined: 11/22/05
Posts: 4375

6/30/13 5:38:22 AM#9

Isn't their company motto " shut up and give us your money " ?

It's EA...what did you expect ?

People are like cats. When they die, you get a new one.

  Fdzzaigl

Elite Member

Joined: 8/22/09
Posts: 1998

6/30/13 5:50:25 AM#10

I'm inclined to believe that their customer service indeed sucks, especially when dealing with F2P players.

However, the kind of response you wrote there will get you trouble with any company out there. Never be insulting or rude yourself and never write a wall of text measuring a whopping 4233 signs (with spaces) without paragraphs. It's near impossible to discern what your problem is and what you want from that.

A few tips:

*Always start with "Dear Sir or Madam"

*The body of your text should contain no more than 3-4 paragraphs, each consisting of a maximum of about 5 lines. Shorter = better.

*Clearly formulate what your problem consists of and what you want them to do. Remember that questions end with a question mark.

*End with either "Kind regards" or "Thank you in advance" (when you want something from them). Followed by your name.

 

Believe me, being friendly and transparent in a formal manner will open doors with a lot of companies. If you need to urge them to do something, forego all the emotional adjectives and insults, just react in a clean fashion.

 

 

  bonzoso21

Hard Core Member

Joined: 10/13/04
Posts: 102

6/30/13 5:55:41 AM#11
Originally posted by NeokiNaomi

Remember, EA was voted the worst company in the world.

 

It was 'Worst Company in America', and every rational person has long since recognized the ridiculousness of that poll. That any videogame publisher would receive more votes than big oil, big banks, and frickin' Monsanto, just shows how strongly the internet has been taken over by bitter people whose lives exist in such isolated bubbles that they feel more affected by poorly handled game launches or the subpar ending to Mass Effect 3 than by the real corporate evil that has taken over our governments and affects most people in some way on a daily basis.

  Darwa

Advanced Member

Joined: 7/04/04
Posts: 2127

6/30/13 5:58:41 AM#12
Originally posted by Fdzzaigl

I'm inclined to believe that their customer service indeed sucks, especially when dealing with F2P players.

However, the kind of response you wrote there will get you trouble with any company out there. Never be insulting or rude yourself and never write a wall of text measuring a whopping 4233 signs (with spaces) without alineas. It's near impossible to discern what your problem is and what you want from that.

A few tips:

*Always start with "Dear Sir or Madam"

*The body of your text should contain no more than 3-4 alinea's, each consisting of a maximum of about 5 lines. Shorter = better.

*Clearly formulate what your problem consists of and what you want them to do. Remember that questions end with a question mark.

*End with either "Kind regards" or "Thank you in advance" (when you want something from them). Followed by your name.

 

Believe me, being friendly and transparent in a formal manner will open doors with a lot of companies. If you need to urge them to do something, forego all the emotional adjectives and insults, just react in a clean fashion.

 

 

For reference, 'alinea' is 'paragraph' in English. What you said holds true though.

  Swanea

Advanced Member

Joined: 4/25/08
Posts: 2380

6/30/13 6:23:05 AM#13

Hi. I was a subscriber and long time player of the game.

 

I ran into an issue where, about a week after the Xpac, someone was able to figure my password and log into my account and steal all the stuff from my high levels.  Yeah, the password was pretty easy, but I guess I just didn't think someone would bother stealing anything from a f2p game like that.

So I made a petition.  They told me they needed more information.  I went ahead and added my characters affected, last time I played them before it happened, and a few other small details. I had read the forums that other subbers had ran into this and were easily fixed in an hour or so after they received the petition.

They finally get back to me later and tell me that because of an issue from months ago, I need to call their hotline, sit on the phone (paying extra for it) to resolve this problem.

Well, a few months ago, they were having login problems.  Peoples passwords were not working for the game.  Well, since my password was "incorrect" a number of times in a row, it asked me for a security question.  Well, I got them mixed up, put in the wrong answer twice and it locked my account.  That of course would have had them lock my account to call them to fix it...Which I didn't want to again, pay for the phone call and wait. 

So I tried resetting my password, it prompted me for the security question to (which I now remembered...lol) and I logged in and played.  For a good 3-5 months no problems.

After I made a petition to get my stuff back, they said they would not fix anything until I called about the FIRST issue...

Well, even with me willing to provide basically anything confirming it was my account (even codes for the other games I have on Origins) I gave up.  I was thinking that paying to sit on the phone, pay an additional fee when I am a subber to fix this issue is stupid.  So I left.

 

My big thing is, I've connected from the same place, played the same hours, all that jazz the whole time.  It was just Blehhhh to run into an issue that they could have easily fixed.

  Amjoco

Elite Member

Joined: 9/15/10
Posts: 3622

6/30/13 6:30:37 AM#14

How can it be OP, when every other game title has the same post on their forums? 

Every single game that has been released has the "Worst Customer Service In Existence" thread in it.

I can humbly and safely say, that any and all customer service of any kind is terrible to begin with, because that means something is wrong. Right off the get go, you are unhappy with a product and if it isn't fixed  quickly it becomes the "WCSIE". /shrug

edit: Your first paragraph more than likely got your request skipped and then sent to the Recycle Bin. 

Death is nothing to us, since when we are, Death has not come, and when death has come, we are not.

  superniceguy

Apprentice Member

Joined: 2/17/07
Posts: 2251

NGE, LOTRO, STO, KOTOR, Lego Star Wars > NGE 2 (SWTOR). SWG>ALL. Above hopefully subject to change.

6/30/13 8:27:14 AM#15
Originally posted by bonzoso21
Originally posted by NeokiNaomi

Remember, EA was voted the worst company in the world.

 

It was 'Worst Company in America', and every rational person has long since recognized the ridiculousness of that poll. That any videogame publisher would receive more votes than big oil, big banks, and frickin' Monsanto, just shows how strongly the internet has been taken over by bitter people whose lives exist in such isolated bubbles that they feel more affected by poorly handled game launches or the subpar ending to Mass Effect 3 than by the real corporate evil that has taken over our governments and affects most people in some way on a daily basis.

While those issues may be worse, they would have not affected many people and seems to have come from carelessness, incompetence and biting off more they can chew. Also Bank of America only exists in America and their issues would only affect a small percentage of the customers, whereas EA affects everyone worldwide, and EAs nonsense is intentional - Sim City could have been offline as a modder proved, and most of the micro transactions are not necessary.

The other thing is that EAs actions have caused a lot of people to lose their jobs, and have ruined once great companies like Bioware. I doubt the Doctors would have left for other things if SWTOR did well

At least now EA have gotten rid of the online passes, and if they do SW Battefront right, they will be voted best company, and will not get the Golden poo again next year.

  Dyraele

Novice Member

Joined: 8/16/03
Posts: 200

6/30/13 8:32:45 AM#16
The response doesn't say they refuse to give you service, just in game service. It said you could call them on the phone to resolve your problem.

AKA - Bruxail

  WhiteLantern

Novice Member

Joined: 1/27/10
Posts: 2778

6/30/13 8:33:03 AM#17

*sniff *sniff

This thread smells dead, Fred.

I want a mmorpg where people have gone through misery, have gone through school stuff and actually have had sex even. -sagil

  Fdzzaigl

Elite Member

Joined: 8/22/09
Posts: 1998

6/30/13 8:34:14 AM#18
Originally posted by darwa
Originally posted by Fdzzaigl

I'm inclined to believe that their customer service indeed sucks, especially when dealing with F2P players.

However, the kind of response you wrote there will get you trouble with any company out there. Never be insulting or rude yourself and never write a wall of text measuring a whopping 4233 signs (with spaces) without alineas. It's near impossible to discern what your problem is and what you want from that.

A few tips:

*Always start with "Dear Sir or Madam"

*The body of your text should contain no more than 3-4 alinea's, each consisting of a maximum of about 5 lines. Shorter = better.

*Clearly formulate what your problem consists of and what you want them to do. Remember that questions end with a question mark.

*End with either "Kind regards" or "Thank you in advance" (when you want something from them). Followed by your name.

 

Believe me, being friendly and transparent in a formal manner will open doors with a lot of companies. If you need to urge them to do something, forego all the emotional adjectives and insults, just react in a clean fashion.

 

 

For reference, 'alinea' is 'paragraph' in English. What you said holds true though.

You're right, I'll change that. I didn't think of it as I use the term so much in Dutch :p

  tinoberserk

Apprentice Member

Joined: 10/05/11
Posts: 36

6/30/13 8:42:14 AM#19
Originally posted by superniceguy
Originally posted by bonzoso21
Originally posted by NeokiNaomi

Remember, EA was voted the worst company in the world.

 

It was 'Worst Company in America', and every rational person has long since recognized the ridiculousness of that poll. That any videogame publisher would receive more votes than big oil, big banks, and frickin' Monsanto, just shows how strongly the internet has been taken over by bitter people whose lives exist in such isolated bubbles that they feel more affected by poorly handled game launches or the subpar ending to Mass Effect 3 than by the real corporate evil that has taken over our governments and affects most people in some way on a daily basis.

While those issues may be worse, they would have not affected many people and seems to have come from carelessness, incompetence and biting off more they can chew. Also Bank of America only exists in America and their issues would only affect a small percentage of the customers, whereas EA affects everyone worldwide, and EAs nonsense is intentional - Sim City could have been offline as a modder proved, and most of the micro transactions are not necessary.

The other thing is that EAs actions have caused a lot of people to lose their jobs, and have ruined once great companies like Bioware. I doubt the Doctors would have left for other things if SWTOR did well

At least now EA have gotten rid of the online passes, and if they do SW Battefront right, they will be voted best company, and will not get the Golden poo again next year.

You truly believe that?

  superniceguy

Apprentice Member

Joined: 2/17/07
Posts: 2251

NGE, LOTRO, STO, KOTOR, Lego Star Wars > NGE 2 (SWTOR). SWG>ALL. Above hopefully subject to change.

6/30/13 9:01:55 AM#20
Originally posted by tinoberserk
Originally posted by superniceguy
Originally posted by bonzoso21
Originally posted by NeokiNaomi

Remember, EA was voted the worst company in the world.

 

It was 'Worst Company in America', and every rational person has long since recognized the ridiculousness of that poll. That any videogame publisher would receive more votes than big oil, big banks, and frickin' Monsanto, just shows how strongly the internet has been taken over by bitter people whose lives exist in such isolated bubbles that they feel more affected by poorly handled game launches or the subpar ending to Mass Effect 3 than by the real corporate evil that has taken over our governments and affects most people in some way on a daily basis.

While those issues may be worse, they would have not affected many people and seems to have come from carelessness, incompetence and biting off more they can chew. Also Bank of America only exists in America and their issues would only affect a small percentage of the customers, whereas EA affects everyone worldwide, and EAs nonsense is intentional - Sim City could have been offline as a modder proved, and most of the micro transactions are not necessary.

The other thing is that EAs actions have caused a lot of people to lose their jobs, and have ruined once great companies like Bioware. I doubt the Doctors would have left for other things if SWTOR did well

At least now EA have gotten rid of the online passes, and if they do SW Battefront right, they will be voted best company, and will not get the Golden poo again next year.

You truly believe that?

Yeah, I have not seen Bank of America in the UK!

The issues (other than the slow customer service to complaints) stated by the POLL seem to be isolated issues. If more people were as badly affected by it then they would have voted.

EA affects millions of people, I do not see that many people being BADLY affected by BofA.

Obviously $14,500 is worse than wasting $60 on a game that you can not play, but that scenario would affect a small number, and from the POLL is one isolated issue, which I am sure is resolved by now. (However T&C with EA PC games is that once the game has been used a refund is not possible,  so can never be resolved, and EAs answer was to give everyone a free game instead of offer refunds) . If BofA did it with the majority of their customers, they would get shut down, as these customers could have filed a class action lawsuit against them.

 

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