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Star Wars: The Old Republic

Star Wars: The Old Republic 

General Discussion  » Worst Customer Service Ever

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31 posts found
  Ravenmane

Apprentice Member

Joined: 3/07/07
Posts: 246

I wish to have no connection with any ship that does not sail fast for I intend to go in harm's way.

 
OP  2/18/14 11:48:37 AM#1

Greetings,

 

So I've been trying to get back into the game and it required a reinstall of the client.  I couldn't even log into the client.  I just get a Network error while downloading patch.  Retrying... (310).  So I go to the forums to find some sort of help and I perform the steps they suggest to no avail.  So I call customer support and talk to them.  They requested some logs and said I pretty much did all the things their forums said.  I sent the logs and was rather pissed at their response.  I got the protocol droid response saying to go to the threads I already tried.  So pretty much I did what they wanted but they didn't really want to try and help me.  When I logged in to post on the forums I couldn't post on any swtor forums.  Saying I didn't have sufficient access, even though I posted before.  I have a feeling I'm getting all this because I'm not a subscriber.  I was thinking about resubbing as soon as I got back in the game but if this is what I'm encountering I am not paying simply because I feel it would be a crooked way to get subs and I will simply move on and give my money to a company that has better customer support.

 

-R

"If at first you don't succeed, excessive force is probably the answer."

  Darknessguy64

Apprentice Member

Joined: 8/30/13
Posts: 237

2/18/14 12:25:40 PM#2


Good luck in your new game. Sorry SWTOR wouldn't work for you. I'm sure your next game will run perfect. Fingers crossed!!

  pgdeaner

Apprentice Member

Joined: 5/05/07
Posts: 9

2/18/14 1:03:14 PM#3

I believe that part of their model is reduced support for non-subscribers witch includes limited access to the forums.  I had an issue with my account where I could not log in at all.  I subbed for a month and they were able to fix my issue and even restore some characters for me.  They were so pleasant and helpful I continued my sub.

I'm guessing that there is some vestage of the old client that is causing you issues.  Is a clean install an option?

  CazNeerg

Novice Member

Joined: 8/06/04
Posts: 2220

"So, Lone Star, now you see that evil will always triumph, because good is dumb." Dark Helmet

2/18/14 1:31:08 PM#4
Why would they want to help you if you aren't paying anything?  And not to nitpick, but if you aren't spending money, you don't really fit the definition of a customer.  It's more like "worst charitable donation of time to free players ever."

Peace is a lie, there is only passion.
Through passion, I gain strength.
Through strength, I gain power.
Through power, I gain victory.
Through victory, my chains are broken.
The Force shall free me.

  Ravenmane

Apprentice Member

Joined: 3/07/07
Posts: 246

I wish to have no connection with any ship that does not sail fast for I intend to go in harm's way.

 
OP  2/18/14 2:57:26 PM#5
I did pay something, though.  I bought CE when it first came out.  I subbed for a while.  I'm trying to come back but their limited customer service is hindering my play time.  I've uninstalled and reinstalled probably 8 times now.  I've been trying to find a non-streaming client or full download but no luck.

"If at first you don't succeed, excessive force is probably the answer."

  fantasyfreak112

Apprentice Member

Joined: 4/20/13
Posts: 523

2/18/14 3:00:58 PM#6
Pretty sure every asian mmo ever made has worse customer service, even in their respective countries.
  rojoArcueid

Elite Member

Joined: 8/13/09
Posts: 5030

"It is double pleasure to deceive the deceiver". - Niccolo Machiavelli

2/18/14 3:12:39 PM#7
Originally posted by Ravenmane

Greetings,

 

So I've been trying to get back into the game and it required a reinstall of the client.  I couldn't even log into the client.  I just get a Network error while downloading patch.  Retrying... (310).  So I go to the forums to find some sort of help and I perform the steps they suggest to no avail.  So I call customer support and talk to them.  They requested some logs and said I pretty much did all the things their forums said.  I sent the logs and was rather pissed at their response.  I got the protocol droid response saying to go to the threads I already tried.  So pretty much I did what they wanted but they didn't really want to try and help me.  When I logged in to post on the forums I couldn't post on any swtor forums.  Saying I didn't have sufficient access, even though I posted before.  I have a feeling I'm getting all this because I'm not a subscriber.  I was thinking about resubbing as soon as I got back in the game but if this is what I'm encountering I am not paying simply because I feel it would be a crooked way to get subs and I will simply move on and give my money to a company that has better customer support.

 

-R

yes, all that problem you went through to get help unsuccessfully is because you are not an active subscriber. The fact that you purchased the game and even subscribed before should be enough reason to help someone. They dont appreciate the money you gave them unless you are constantly giving them more. It is very sad when companies take mmos that i like and smash them to the ground then make us deal with it. They dont want to earn my money by offering a good service, they want to take it by force so i ignore them and walk away. I cant deal with such high level of incompetence and greed.

My endgame begins with character creation and ends with a new mmorpg

  LoverNoFighter

Novice Member

Joined: 9/05/12
Posts: 334

SWG pre cu > all

2/19/14 3:01:19 AM#8

You won't miss out on anything. Game is mediocre at best.

Sorry to hear that customer service is so incompetent. Not suprising though since I've never come across one that isn't.

  tyfon

Apprentice Member

Joined: 1/23/09
Posts: 215

2/19/14 3:12:02 AM#9

I've said a lot of bad things about SW:TOR.

But if there is one thing that works in my experience it is their customer support. They even moved my SW:TOR and Sim City to a new account without losing anything when I mistankenly bought the sim city expansion on the wrong EA name, but wanted to keep the new.

And they have phone support. You can't say that about many other companies.

  jircris

Elite Member

Joined: 2/03/07
Posts: 242

2/19/14 3:18:27 AM#10
i have personally never had an issue with SWTOR support. even when i was not subscribed. Sure they send out that stupid droid response but if you reply back to it it will update your ticket and you wil lget a responce from a real person. or better yet call them up? ATM top of my WORSE customer service would have to be league of angels by GTarcade. I wanted to cancle my VIP but the submit a ticket thing did not work. so we all have to post on the forums about it  and HOPE a gm sees it. took me 7 weeks..i had to pay for another month of vip before they cancled it lol. now to me THAT is bad CS.
  cheyane

Hard Core Member

Joined: 7/17/09
Posts: 2274

2/19/14 5:39:16 AM#11

I sent a ticket in day before yesterday about my datacron and legacy got a reply in 14 hours. I am subbed of course. Hmm 3 accounts actually. You get what you pay for I guess. You are not paying now ,what you paid before we all did that too. We all paid for the game before but you are not a customer now. That is why they reduce support for non paying customers but paying customers get it fine.

Try installing the game from the discs and then updating their downloaded client the one that has the st on the launcher has some issue with some ports.

Uploaded with ImageShack.us

  Xaenex

Novice Member

Joined: 2/12/09
Posts: 71

2/20/14 4:15:49 AM#12

I will never, ever, ever, ever, ever say that SWTOR has the worst customer support, or even bad customer support. In the time that I've played SWTOR (which adds up to 5-6 months in total, without the breaks), I've called into SWTOR about.. 5-6 times. The waiting times used to be horrendous (I remember one of the first times I called I was on hold for about a hour), but it was totally worth it. Each and every time, they ironed out my issue. I had a problem subbing back in October, I called in, they gave me 3 days subbing due to my troubles and then subbed soon after that.

 

SWTOR's customer support phone line is also 24/7. One time I ran into an issue around 11 PM or Midnight, around there, called in, and within a few minutes my issue was resolved. I'm sorry, but your case seems very isolated, but you do have the freedom to express your own opinion.

  huntersam

Novice Member

Joined: 11/07/07
Posts: 147

2/20/14 4:24:43 AM#13
recently I had to use their customer support ticket and I must admit I didn't think I would get it sorted quickly but it was sorted within 3 hours on a weekend as well . it comes back to why would you expect the same support as paying members .

  alexhpy98721

Advanced Member

Joined: 3/09/10
Posts: 238

2/20/14 4:29:22 AM#14

They are really bad.

 

I subbed for 3 months... and forgot my e-mail. So when i tried to log back in it sent some verification code to my e-mail... that i did not know(as i make a separate one for every MMO, less chances to get hacked)

I log in to their website(no verification code needed there) and make a ticket... 4-5 days later i get some random response that is of no use just like every other time. I reply and he asks me to call them... i explain that calling them for 30 minutes will cost more than a sub as i live in the EU and not in one of the countries where they have free phone calls. They say they can only help me via phone... 

I eventually recovered my e-mail address from the Google Chrome history... and i also found out i could call for free via Skype.

They did not bother to inform me of that.

 

I have other stories but they are all the same: they are bad. From what guildies say they are better now compared to launch, but not by much.

 

  jesteralways

Advanced Member

Joined: 3/17/13
Posts: 497

2/20/14 4:40:17 AM#15
If you are not active subscriber then no support. even if you bought 220$ worth CE, you don't get any support. if you were subscriber yesterday and today you are not subscriber then today they will help you with your problem with game or client or quest etc. that is how swtor is. i know it is sad but that is how incompetent BW is. and before someone decide to bash me, i am a subscriber with more than 5 month still remaining in my sub and i am also purchasing CC every month. this game has lots of good features but BW's incompetent policy regarding service is not one of them.

No panties, No Life

  skyline385

Advanced Member

Joined: 7/09/13
Posts: 601

2/20/14 5:20:51 AM#16
I have contacted their CS twice till date. Both times, my issue was resolved within 12 hours and i got free Cartel coins as well in both the cases. I have also had a couple of Chats with EA's CS for SimCity & Battlefield (including cancelling a pre-order) and it's excellent to say the least. EA and Blizzard imo have really really awesome CS even if they make a lot of questionable decisions.

  Gorwe

Elite Member

Joined: 9/16/11
Posts: 1673

2/21/14 5:18:40 AM#17
My experience is Neutral. I did ask a weird question(one that would take ~5 minutes to check-# of defeats/probes on my chars), but they didn't contact me back except via bot. And it said that I requested a service they did not offer(there shouldn't be a service out of offer when talking about the CS imo). I replied back to the bot, but nothing.

Imo, Blizz, EA(big companies) etc shouldn't use bots. They have more than enough of either money or employees to just cut to the chase.
  jircris

Elite Member

Joined: 2/03/07
Posts: 242

2/21/14 5:30:40 AM#18
Originally posted by jesteralways
If you are not active subscriber then no support. even if you bought 220$ worth CE, you don't get any support. if you were subscriber yesterday and today you are not subscriber then today they will help you with your problem with game or client or quest etc. that is how swtor is. i know it is sad but that is how incompetent BW is. and before someone decide to bash me, i am a subscriber with more than 5 month still remaining in my sub and i am also purchasing CC every month. this game has lots of good features but BW's incompetent policy regarding service is not one of them.

Once again this is not true. i have 2 accounts one is my main and one is a mule. my mule is not a sub never has been and i ended up getting my log in issue solved within 5 hours via ticket. The fact that you pay or don't pay has nothing to do with how their support acts. its the fact of how busy they are. weekends and Mondays are brutal for them and they usually have long wait times. My advice if you NEED to get a response quickly call them. if you live out side of their areas use Skype. they will not tell you to use a VOIP program it is not their job to. its called Google and its your friend, seems most people forget that sadly. I have played a lot of mmos and SWTOR support ranks among the top...top support atm is eve online. i forgot my characters name since i have not logged in in a long time. I emailed them and within 30 mins had the issue resolved.

  Cod_Eye

Hard Core Member

Joined: 9/04/09
Posts: 1005

2/21/14 5:31:02 AM#19
Stab in the dark here, OP did you try logging in with your registered email or one of your character names? If I remember correctly they changed the login process to character name some time ago.
  Azaron_Nightblade

Advanced Member

Joined: 9/27/12
Posts: 447

2/21/14 12:31:07 PM#20
Originally posted by Ravenmane

Greetings,

 

So I've been trying to get back into the game and it required a reinstall of the client.  I couldn't even log into the client.  I just get a Network error while downloading patch.  Retrying... (310).  So I go to the forums to find some sort of help and I perform the steps they suggest to no avail.  So I call customer support and talk to them.  They requested some logs and said I pretty much did all the things their forums said.  I sent the logs and was rather pissed at their response.  I got the protocol droid response saying to go to the threads I already tried.  So pretty much I did what they wanted but they didn't really want to try and help me.  When I logged in to post on the forums I couldn't post on any swtor forums.  Saying I didn't have sufficient access, even though I posted before.  I have a feeling I'm getting all this because I'm not a subscriber.  I was thinking about resubbing as soon as I got back in the game but if this is what I'm encountering I am not paying simply because I feel it would be a crooked way to get subs and I will simply move on and give my money to a company that has better customer support.

 

-R

You don't have any firewall or anti-virus that might be blocking the patcher?

Have you tried disabling them?

My SWTOR referral link for those wanting to give the game a try. (Newbies get a welcome package while returning players get a few account upgrades to help with their preferred status.)

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