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.

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.

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.

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.