Poogination Posted January 25, 2012 Share Posted January 25, 2012 (edited) This game has the worst customer service I've ever experienced from a game in my life. My tickets go unanswered for weeks at a time, and when I do get them answered, it's an automated response. It's a joke and it needs to be addressed immediately. The quality of support is just incredibly bad and inexcusable. Edited January 25, 2012 by Poogination Link to comment Share on other sites More sharing options...
CalvinDu Posted January 25, 2012 Share Posted January 25, 2012 Agreed. There is no excuse for the kind of help we currently get from this service. Link to comment Share on other sites More sharing options...
Kazmtyh Posted January 25, 2012 Share Posted January 25, 2012 (edited) I have entered in about 6 or 7 tickets total in the time I have played. I have never waited more than 48 hours to have it answered or the problem fixed. Just because someone has a bad experience doesn't mean that the Customer Service is horrible over-all. Edited January 25, 2012 by Qishari quoted/replied to removed content Link to comment Share on other sites More sharing options...
Poogination Posted January 25, 2012 Author Share Posted January 25, 2012 (edited) Yep. Anyone who contradict the OP must be a 'fanboy'... I have entered in about 6 or 7 tickets total in the time I have played. I have never waited more than 48 hours to have it answered or the problem fixed. Just because someone has a bad experience doesn't mean that the Customer Service is horrible over-all. No, it actually is horrible for most of the people that use it. Your logic is terrible. Just because it was mediocre for you doesn't mean it isn't terrible for everyone else. Edited January 25, 2012 by Poogination Link to comment Share on other sites More sharing options...
fireofsev Posted January 25, 2012 Share Posted January 25, 2012 This game has the worst customer service I've ever experienced from a game in my life. My tickets go unanswered for weeks at a time, and when I do get them answered, it's an automated response. It's a joke and it needs to be addressed immediately. The quality of support is just incredibly bad and inexcusable. Yet again another thread with the same title as at least 50 previous threads complaining about customer service response times/message content with no question posed or discussion pointed towards solving the users problem(s). Link to comment Share on other sites More sharing options...
DannyInternets Posted January 25, 2012 Share Posted January 25, 2012 Yep. Anyone who contradict the OP must be a 'fanboy'... I have entered in about 6 or 7 tickets total in the time I have played. I have never waited more than 48 hours to have it answered or the problem fixed. Just because someone has a bad experience doesn't mean that the Customer Service is horrible over-all. Right, because the OP is the only person to have a bad customer service experience. Just ignore the hundreds of other threads on this topic. If you ever feel like rejoining us over here in reality we promise to welcome you back with open arms. Link to comment Share on other sites More sharing options...
Thistlejack Posted January 25, 2012 Share Posted January 25, 2012 What are the tickets you posted? Maybe someone here can help you solve them? Link to comment Share on other sites More sharing options...
RealAeiouy Posted January 25, 2012 Share Posted January 25, 2012 Just out of curiosity what are your tickets for? I have not had a need to open a ticket so when I see people who have multiple tickets or in some cases 10 or more I ponder on what they might be for... Link to comment Share on other sites More sharing options...
Thaltom Posted January 25, 2012 Share Posted January 25, 2012 No, it actually is horrible for most of the people that use it. Your logic is terrible. Just because it was mediocre for you doesn't mean it isn't terrible for everyone else. Just tallied my tickets: 5 tickets total. All of them answered within 48 hours... Link to comment Share on other sites More sharing options...
GHeissi Posted January 25, 2012 Share Posted January 25, 2012 Just tallied my tickets: 5 tickets total. All of them answered within 48 hours... We won't replace your items. Link to comment Share on other sites More sharing options...
Chromiie Posted January 25, 2012 Share Posted January 25, 2012 Yep. Anyone who contradict the OP must be a 'fanboy'... I have entered in about 6 or 7 tickets total in the time I have played. I have never waited more than 48 hours to have it answered or the problem fixed. Just because someone has a bad experience doesn't mean that the Customer Service is horrible over-all. I have entered a lot and had alteast 13 closed with out a response. Link to comment Share on other sites More sharing options...
Thaltom Posted January 25, 2012 Share Posted January 25, 2012 We won't replace your items. No items lost m8. :rolleyes::rolleyes: Link to comment Share on other sites More sharing options...
tumpai Posted January 25, 2012 Share Posted January 25, 2012 (edited) never had a problem with the game or billing that required me to contact customer service. Edited January 25, 2012 by tumpai Link to comment Share on other sites More sharing options...
Blotter Posted January 25, 2012 Share Posted January 25, 2012 This game has the worst customer service I've ever experienced from a game in my life. My tickets go unanswered for weeks at a time, and when I do get them answered, it's an automated response. It's a joke and it needs to be addressed immediately. The quality of support is just incredibly bad and inexcusable. Weeks at a time? When the game has been out for, ummmmm, 4 weeks? And how many tix are you claiming to have opened? Maybe it's you, full of ridiculous expectations and acting like Captain Open-a-Ticket. Link to comment Share on other sites More sharing options...
Deax Posted January 25, 2012 Share Posted January 25, 2012 I' d say that either they are too few handling customer service agents that can handle questions or it's extremely poor people who actually sits there unfortunately. I have unfortunately not been given more than automatic responses where they say they will escalate the matter. For an example of good customer service in one of my issues were: I logged out in the actual Cantina. I made sure I logged out - inside of it and got the message "You have now entered a resting zone.". When I logged back in, I was probably moved or something but no resting bonus was applied. I made a ticket about it and got a response where they were going to escalate it instead of just get me the resting bonus lost by checking the time logs. By that way they provide an exceptional customer experience since the actual answer came within 12 hours which is accepted by me. Link to comment Share on other sites More sharing options...
Innoe Posted January 25, 2012 Share Posted January 25, 2012 Yet again another thread with the same title as at least 50 previous threads complaining about customer service response times/message content with no question posed or discussion pointed towards solving the users problem(s). Heres a suggestion.... STOP outsourcing this to india. Give these jobs to americans who need them AND can actually speak english. The more I research and find out about this game, the devs and Bioware/EA the more I am disgusted with its business practices. Link to comment Share on other sites More sharing options...
LordQbical Posted January 25, 2012 Share Posted January 25, 2012 Heres a suggestion.... STOP outsourcing this to india. Give these jobs to americans who need them AND can actually speak english. The more I research and find out about this game, the devs and Bioware/EA the more I am disgusted with its business practices. "OO TANK YOU AND COME AGAIN MY FRIEND!!" lol only 2 of the 5 tix I had to submit went unanswered, but the bug was fixed so I didn't think much of it. Link to comment Share on other sites More sharing options...
Clova Posted January 25, 2012 Share Posted January 25, 2012 Heres a suggestion.... STOP outsourcing this to india. Give these jobs to americans who need them AND can actually speak english. The more I research and find out about this game, the devs and Bioware/EA the more I am disgusted with its business practices. I find Americans/Canadians can be just as incompetant, if not more so, than those in India. Like giving me the wrong answer to my Secret Answer questions, and telling me I'm doing it wrong. GIve the jobs to COMPETENT people. If they happen to be India, i dont give a damn. Link to comment Share on other sites More sharing options...
AJediKnight Posted January 25, 2012 Share Posted January 25, 2012 Yeah, the customer service is a disgrace. Why can Blizzard afford to hire real Americans based in Austin to do all their CS work, but Bioware has to outsource the entire thing to an apparently-miniscule team who barely speak any English? Link to comment Share on other sites More sharing options...
Pawpad Posted January 25, 2012 Share Posted January 25, 2012 I put a ticket in for forgetting a security question, it was answered within 5 minutes with a phone number. Called that number and had a live rep in about 3 minutes of menu searching. lol. Problem solved about 5 minutes and she was extremely polite. However, she was obviously not American or European. Also put a ticket in recently with some questions about the Founder title. This one actually took about 40 minutes before I NOTICED I had a reply. Can't say it how long exactly it had been there. But again, questions were answered nicely. I have to say that in my own experience, compared to previous games (anyone ever heard of Vindictus? Archlord? Atlantica Online?) has been very much beyond satisfying for me. Granted I expect more since there is a monthly charge than a f2p. But having been on the extreme downside of CS. .. yeah. Example. Vindictus. lul. Put a ticket in on 11-26-11. . . got a response of: "We are very sorry to hear that your account has been compromised. Let me first apologize for the delay in response, but we are still in the process of investigating your issue. I understand that this must be frustrating for you, but rest assured that we are doing everything we can to resolve your issue as quickly as possible. We hope to have a resolution for you early in 2012." Haven't heard back from them. Some games you would KILL for 48 hour response times. Even a week I can understand because of the sheer MASS of tickets.. But yeah.. That's about it. tl;dr Be glad it is what it is. Link to comment Share on other sites More sharing options...
Poogination Posted January 25, 2012 Author Share Posted January 25, 2012 I put a ticket in for forgetting a security question, it was answered within 5 minutes with a phone number. Called that number and had a live rep in about 3 minutes of menu searching. lol. Problem solved about 5 minutes and she was extremely polite. However, she was obviously not American or European. Also put a ticket in recently with some questions about the Founder title. This one actually took about 40 minutes before I NOTICED I had a reply. Can't say it how long exactly it had been there. But again, questions were answered nicely. I have to say that in my own experience, compared to previous games (anyone ever heard of Vindictus? Archlord? Atlantica Online?) has been very much beyond satisfying for me. Granted I expect more since there is a monthly charge than a f2p. But having been on the extreme downside of CS. .. yeah. Example. Vindictus. lul. Put a ticket in on 11-26-11. . . got a response of: "We are very sorry to hear that your account has been compromised. Let me first apologize for the delay in response, but we are still in the process of investigating your issue. I understand that this must be frustrating for you, but rest assured that we are doing everything we can to resolve your issue as quickly as possible. We hope to have a resolution for you early in 2012." Haven't heard back from them. Some games you would KILL for 48 hour response times. Even a week I can understand because of the sheer MASS of tickets.. But yeah.. That's about it. tl;dr Be glad it is what it is. That's good I guess. At this point I'm waiting for a real AAA MMORPG to come out - Guild Wars 2. Link to comment Share on other sites More sharing options...
Thistlejack Posted January 25, 2012 Share Posted January 25, 2012 My current theory is that people with real issues get them resolved fairly quickly. Regardless, I'm sure it will get better simply because of the staff gaining experience. Just like every other job, CS people learn over time and become better at their jobs. Link to comment Share on other sites More sharing options...
Vid-szhite Posted January 25, 2012 Share Posted January 25, 2012 I have entered in about 6 or 7 tickets total in the time I have played. I have never waited more than 48 hours to have it answered or the problem fixed. Just because someone has a bad experience doesn't mean that the Customer Service is horrible over-all. Oh, it's horrible over-all. Funny thing is you're saying he had a worse than average experience, but it's actually the other way around--you had a better than average experience. 90% of my tickets don't get answered for a week, and ALL of them are automated responses. The first ticket I ever sent was me asking if I could transfer ownership of a character from one account to another (from my brother's account to mine). It took them a week to respond to it, and by the time they got back to me, I got a canned response that didn't even match my question. "Sorry, we know you're lagging, but we can't do server transfers. Please understand. Thank you." So I sent in ANOTHER ticket, elaborating. Two weeks after that, I FINALLY got a human-typed response saying that no, they can't do ownership transfers, but it was a moot point by then, because I had already re-rolled the character, and had surpassed the old character in every way. Customer service in this game is atrocious. The fastest responses I get are 48 hours later. I can't imagine what it must be like for people who actually have urgent problems. Link to comment Share on other sites More sharing options...
Leggomy Posted January 25, 2012 Share Posted January 25, 2012 You think thats bad try contacting the forum support people. Its like the old voice mail run arounds. Link to comment Share on other sites More sharing options...
Vid-szhite Posted January 25, 2012 Share Posted January 25, 2012 That's good I guess. At this point I'm waiting for a real AAA MMORPG to come out - Guild Wars 2. No one cares. Stop subscribing if you hate the game so much so we don't have to hear you post. You're going to do it anyway, we can do without yet another person wanking over Guild Wars 2, acting like they must be better people for liking a different game that isn't even out yet. Link to comment Share on other sites More sharing options...
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