in-game costumer support

[Asyniur_]

Hey,

I'm sorry to write this 2x times (one in the costumer service thread)

i got told to forward it here, so here we go

 

i have been a huge fan of star wars since i first time saw the movies and played the series of games that has come out over the years.

When i first heard of SWTOR comming out i was as happy as happy can be.

 

Now when that's said.

Im sadly writing this mail as a complaint.

Not about the game itself (the various bugs and glitches are to be expected of a new game)

But rather the in-game costumer support.

Me, many of my friends, and many fellow gamers seem to be reacting on one spesific thing, and that is your in-game costumer support.

This is a issue that is very important to me (and many others) so i hope it will be taken seriously

 

Your in-game costumer support is your front line face to the community.

And when people write in tickets for bugs/glitches it usually goes well when they can write back with the common macros we all know so well.

BUT, here comes the problem, if we write in a ticket where they cant answer us with a set-in-stone macro, the answers we get are not only hopeless to understand...

its rude, and has nothing to do with the issue at hand.

They seem clueless about even the most basic language, writes back confusing things that has nothing to do with the original post what so ever.

And manners...they are virtually none excisting unless you get the macro reply.

 

So I really feel like i have to write in a official complaint about the behavior and so called "Help" we get from your costumer support.

Like in any store / company where I (and others) are paying costumers, i demand to be treated with a ounce of respect and understanding.

And to have a service costistent of rude help, with what seems like no basic language skills and no basic knowledge about the product, is to me a insult.

I'm not saying that all the in-game costumer service personel are like this, but looking at my own, my friends and the forums experiences, the "rude" and "un-knowledgable" ones are definetly in a high procent.

 

So in my opinion, there are a few things that could fix this.

1. Give the costumers a chance to write to the service personell in game, instead of having to write 10 tickets about the same subject because the person obviously is misreading/not understanding what you are asking.

2. Put in a database of known issues, and info about the game so if the service personell comes over a question they dont know the answer to, they can easily search it up

3. Crash course in service behavior..

4. after we have talked to a in-game service personell, there can come a questionary sheet we can choose to (or decide not to) fill out, where we can rate the help we got and the behavior of the person we were speaking to.

 

This is only my 2 cents on the issue.

and i sincerly hope you will look into it, as it seems to become a growing issue among the community..

 

On a sunshine note: thank you for a good game to spend time on

Edited March 5, 2012 by Asyniur_