SPAMBAM Posted November 4, 2015 Posted November 4, 2015 I was tempted back to SW:TOR after a fairly long time away and I re-subbed to the game, both for me and my son. We were both very much looking forward to jumping into the new content and creating a new level 60 character, thanks to being subscribers. As you are no doubt aware - and I quickly noticed - there is a ridiculous bug which plonks you on the Imperial Fleet as a Level 1! Advice on the forum informs you to delete the character and reboot the game... This worked on the 3rd attempt for me. My son? He deleted and now he does not even have the option to remake a Level 60. I then spent 20 mins waiting on the phone to speak to customer services who informed me that it is a "known issue" and that they are "awaiting to hear from the studio to see if it is going to be fixed or, if they will give out tokens..." I am extremely disappointed and this is a terrible first impression on returning to a game. I am a patient individual and am giving 48 hours. If the response to my ticket which I also opened does not give full and proper service and help, I will be leaving and never returning. I've been burned here before and I fefuse to get dragged through it again.
Anaesha Posted November 4, 2015 Posted November 4, 2015 I was tempted back to SW:TOR after a fairly long time away and I re-subbed to the game, both for me and my son. We were both very much looking forward to jumping into the new content and creating a new level 60 character, thanks to being subscribers. As you are no doubt aware - and I quickly noticed - there is a ridiculous bug which plonks you on the Imperial Fleet as a Level 1! Advice on the forum informs you to delete the character and reboot the game... This worked on the 3rd attempt for me. My son? He deleted and now he does not even have the option to remake a Level 60. I then spent 20 mins waiting on the phone to speak to customer services who informed me that it is a "known issue" and that they are "awaiting to hear from the studio to see if it is going to be fixed or, if they will give out tokens..." I am extremely disappointed and this is a terrible first impression on returning to a game. I am a patient individual and am giving 48 hours. If the response to my ticket which I also opened does not give full and proper service and help, I will be leaving and never returning. I've been burned here before and I fefuse to get dragged through it again. You call giving them 2 days to fix a fairly serious problem being patient?
Mercava Posted November 4, 2015 Posted November 4, 2015 You call giving them 2 days to fix a fairly serious problem being patient? Why yes, yes I do. Because there are many of us in the same boat, and they are still selling the item that is dumping level 1's onto the fleet. No warning, no sticky as there might be a problem and no acknowledgement that there is a problem on several threads. Three on this first page alone when I looked. No customer service forums anymore either to check.
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 It's irrelevant to me if you think I am patient or not. I spent good money so me and my son could play and now he can't create a character, as we wished. My impatience in this matter is caused by two things, for what it's worth: (1) I have been burned before on this game and been driven nuts. (2) The vague response from customer services (not the guy on the other end's fault, of course) which left me with the distinct impression that I will not see this matter fixed any time soon and that the money I have spent on re-subbing is simply now trickling away on a game experience that I chose to buy in to, but had NOT provided what I wanted. Happy with that? Hope you can understand from up there on your high horse.
Nvassea Posted November 4, 2015 Posted November 4, 2015 (edited) Why yes, yes I do. Because there are many of us in the same boat, and they are still selling the item that is dumping level 1's onto the fleet. No warning, no sticky as there might be a problem and no acknowledgement that there is a problem on several threads. Three on this first page alone when I looked. No customer service forums anymore either to check. This. I sent in my first ticket over a week ago. 9 days now, I think. And they responded in 4 days. That means even if I were the first person to report the issue, which I doubt, it's been known for almost a week and yet nothing has been done to even warn people of the problem. I didn't even get an acknowledgement that there really is a problem. CS told me "this looks like a bug so we cant help you, send in a bug report". the bug report said "since this doesn't go to CS we can't aid you, Talk to CS if you still need help". Considering I still have the issue, and no ETA on a fix well.... Yeah. I still need help. Edited November 4, 2015 by Nvassea
TheSeventhJedi Posted November 4, 2015 Posted November 4, 2015 I can empathize, but I think you're taking your anger out on the wrong people. I mean, if you want to vent, that's fine, but you really haven't opened up any kind of conversation or dialogue.
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 CS told me tonight that they are aware of this issue and that they are awaiting a response from the studio. Either: (1) A fix, or (2) Dish out tickets to those effected so they can get their level 60, The guy told me to send a ticket but couldn't say how long a response would take or what they would do. Vague? Yup. Good sign? No.
hadoken Posted November 4, 2015 Posted November 4, 2015 It's irrelevant to me if you think I am patient or not. Is it? Why are you posting this here then?
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 I can empathize, but I think you're taking your anger out on the wrong people. I mean, if you want to vent, that's fine, but you really haven't opened up any kind of conversation or dialogue. If you're talking to me mate then I must correct you. I'm not angry, especially with nobody here. It's just a really poor sign to those people like me who come back or, who may be tempted in as new players.
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 Is it? Why are you posting this here then? Because it's a thread I started. Just trying to see if there are others and, maybe, just maybe, get something done quickly about it... That okay?
Nvassea Posted November 4, 2015 Posted November 4, 2015 (edited) Just trying to see if there are others There are at least 3 other threads I can think of that have been around about this issue, none have gotten a response. You are certainly not the only person with this issue. I feel like at this point we need our own waiting room with a snack table and coffee machine. :3 Edited November 4, 2015 by Nvassea
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 I'm not looking for a miracle response but, a response/acknowledgement would go some way to easing my disappointment... And I am disappointed. Was looking forward to playing with my son.
hadoken Posted November 4, 2015 Posted November 4, 2015 Because it's a thread I started. Just trying to see if there are others and, maybe, just maybe, get something done quickly about it... That okay? Oh, in that case, this isn't going to go the way you hoped.
SPAMBAM Posted November 4, 2015 Author Posted November 4, 2015 Oh, in that case, this isn't going to go the way you hoped. I know, mate. I know. Don't have much money and really deliberated long and hard today before coming back... Anyhow, I'll keep checking. Take care all.
azudelphi Posted November 4, 2015 Posted November 4, 2015 Sounds like they know it's an issue, but don't know the exact amount of time for a total code fix. Presumably they will sound out a maintenance alert when they take things down to fix the issue or they will let us know if the back end gets fixed without needing servers to be taken offline. You will definitely get what you have paid for; they risk legal actions if they don't.
jrwellworth Posted November 4, 2015 Posted November 4, 2015 Sounds like they know it's an issue, but don't know the exact amount of time for a total code fix. Presumably they will sound out a maintenance alert when they take things down to fix the issue or they will let us know if the back end gets fixed without needing servers to be taken offline. You will definitely get what you have paid for; they risk legal actions if they don't. I think that this is correct. In my opinion though, I think it would go a long way and earn some goodwill with the people affected with this issue if Eric or Tait could pop in and just say "hey guys, we know this is an issue affecting you, we are working to get it fixed. We understand this is affecting your game play but if you could be patient, we have no ETA but we will get you an update as soon as possible." I really, in my opinion, don't think it would be very hard for Eric to take 2 minutes to post something like that. Now I really hope it's just my tinfoil hat telling me that they haven't spoken on it cause it's a very good selling item, and they don't wanna muck that up. It would also be a shame if Eric wanted to post something but was being held back by policy or higherups. Eric, if your under duress BLINK TWICE.
DawnAskham Posted November 4, 2015 Posted November 4, 2015 Sounds like they know it's an issue, but don't know the exact amount of time for a total code fix. Presumably they will sound out a maintenance alert when they take things down to fix the issue or they will let us know if the back end gets fixed without needing servers to be taken offline. You will definitely get what you have paid for; they risk legal actions if they don't. There are several issues that stand out regarding the level 60 token bugs. First, this issue has been happening and has been reported by multiple players on the forums and through the game systems for well over a week without acknowledgement. A simple 'we are aware of issues with level 60 tokens and are working to identify and correct the underlying problems as well as assure our players that they will be made whole with respect to any lost level 60 tokens' is not too much to ask for regarding this issue. Second and somewhat tied to the first, is that they are still selling the item on the CM as though there isn't an issue, so players today right now are buying an item Bioware knows to be bugged, only to find out after using it that it is bugged. Lastly, their internal CS department clearly hasn't gotten anything from 'management' regarding how to handle this issue, and is doing the typical two-step pass the issue along to someone else routine. Bioware needs to get their act together as an organization, get some communication up on the website sooner rather than later as to how they plan to address the issue (not necessarily the underlying bugs, but more handling the loss of tokens by paying customers), and get all their CS / customer facing people on the same page to actually help players.
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