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What the heck is wrong with Costumer Support?!

TheRandomWolf

By TheRandomWolf
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TheRandomWolf

TheRandomWolf

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Posted (edited)

I am genuinely baffled.

 

For the past week, I've been exchanging tickets via e-mail with Customer Support in regards to two armor sets. I deleted a character who had been boosted by a Token since I wanted to start anew with said character, and I managed to explain everything as much as I could with Support. After a few tickets, one of the issues connected to a Cartel Market item was solved, but everything regarding an in-game armor set was completely left aside. It got to a point where I exchanged three tickets with three different "specialists"... and every single one of them ignored everything that had been written, providing me with an automated message.

 

I don't get it, I really don't. So far all of my Tickets provided as much information as possible and went into full detail. I used pictures, links and explained as much as I could... and it's like my email was sent as a blank. It's like I was asking and talking about cats and all they keep talking about dogs. I am genuinely perplexed at how incompetent the Customer Support can be. Just how much of a thick head can you be to act the same way to three tickets in a row regarding the same issue, but still ignore everything that was written and provide the same gosh darn answer? They even had the audacity to tell me to create a new ticket even though this issue has been attached to the original ticket since day one! It wasn't only about one issue, it was about two! And they keep ignoring it! :mad::mad::mad:

 

I would call them if I could, but that's not an option since I was once forced to spend an alarming amount of money just to get my account back after an Origin bug.

Edited by TheRandomWolf
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Seireeni

Seireeni

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Posted (edited)

Sounds frustrating -- can't really say anything more without knowing what your actual issue was and what CS was suggesting you do about it. :/

 

I had an experience where I stopped getting companions in the middle of KotFE (never got Gault as companion and got stuck in the next chapter because Torian never appeared) and sent CS a ticket. They just told me to reset the Torian chapter, which got me my Torian -- but naturally did nothing to give me my Gault since he doesn't appear at the same chapter.

 

I'm guessing someone busy just read through it fast, thought the issue was only that I couldn't progress in the chapter, and recommended a fix for that? Makes me wonder if the CS is understaffed and under a lot of pressure to solve a lot of issues fast.

Edited by Seireeni
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Khaleg

Khaleg

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Some of them have no reading comprehension at all, I'd guess even the majority of them due to my experiences with this "support". But at least reading comprehension is not an important skill when you have a job in customer support. /sarcasm off :-)

You might want to try to contact Eric. He is a nice and helpful guy WITH reading comprehension. :-)

Edited by Khaleg
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Mournblood

Mournblood

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Some of them have no reading comprehension at all, I'd guess even the majority of them due to my experiences with this "support". But at least reading comprehension is not an important skill when you have a job in customer support. /sarcasm off :-)

You might want to try to contact Eric. He is a nice and helpful guy WITH reading comprehension. :-)

 

Customer support in this game is very hit or miss, and in my 5 years of experience on this game, it tends to be more miss than hit. They've actually helped me a few times, but most of the time they are quoting me restrictive BW/EA policy on why they can't help me. It's very frustrating, and some of the worst customer support I've experienced in an MMO (I've played 10 MMOs, including this one). My biggest gripes are with their item restoration policy and with them (not) addressing reports of inappropriate character names or behavior. So I've stopped wasting my time submitting tickets, which is not a place customers should find themselves.

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Seireeni

Seireeni

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My biggest gripes are with their item restoration policy and with them (not) addressing reports of inappropriate character names or behavior. So I've stopped wasting my time submitting tickets, which is not a place customers should find themselves.

 

Can't comment on names (I don't think I have ever reported names), but imo there could be a more clear policy on what is reportable behavior (or maybe there is, and I have just misssed it).

 

In example, last night I encountered a player in lowbie warzones who did their best to troll the matches. At the start, he picked one player and tried to get everyone to kick them out of the warzone as soon as it starts. After that, he apparently spent the last of the matches spewing hate and profanities to the chat (I wouldn't know, I ignored him pretty soon after the first time he started -- this guy isn't gonna start calling incs anytime soon), sitting in some corner and, during huttball, attempting to sagepull our ball carrier to the firepit (and failing miserably at it). When he got the ball, he used /say and told enemies that he's gonna walk to the enemy goal line and let them kill him there.

 

The thing is -- I'm not sure if that's something Bioware feels should be punished, or just something that should be dealt with community shunning it.

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TheRandomWolf

TheRandomWolf

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Contact EA - scroll down and there's an option for Skype if you don't want to pay to call.

 

Other than that, you've come to the wrong place - no-one here can fix this for you. But if you just want to rant, please hold and the rest of the haters will be with you shortly.

 

I tried to contact them via Skype. Such options require you to pay, and you can get a trial to do free calls, but you must provide some rather complicated information and a real card, which is not an option since the card I use isn't eligible for Skype. I even contacted Skype Support several times.

 

Also, "International calls made using VoIP are generally far less expensive than calls made from a mobile phone or landline."

 

You still have to pay. That is not an option for me at all, especially since I'm a student.

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Aeneas_Falco

Aeneas_Falco

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Posted

Most likely it is due to outsourcing.

 

You're very likely not communicating with someone in the U.S., Britain, or Canada. Most likely your tickets or being read by someone in India or Bangladesh, who likely does not speak English as a first language, and who is just given a checklist of questions to ask you with prescribed solutions. Most communication failures with customer support are tied to language barriers and the way they are trained to do their jobs with those checklists.

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TheRandomWolf

TheRandomWolf

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Most likely it is due to outsourcing.

 

You're very likely not communicating with someone in the U.S., Britain, or Canada. Most likely your tickets or being read by someone in India or Bangladesh, who likely does not speak English as a first language, and who is just given a checklist of questions to ask you with prescribed solutions. Most communication failures with customer support are tied to language barriers and the way they are trained to do their jobs with those checklists.

 

That can only be the explanation for this problem. Nothing else would make sense. Why even have these people work for a COSTUMER SUPPORT service if they can't even speak english?

Edited by TheRandomWolf
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TrixxieTriss

TrixxieTriss

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I am genuinely baffled.

 

For the past week, I've been exchanging tickets via e-mail with Customer Support in regards to two armor sets. I deleted a character who had been boosted by a Token since I wanted to start anew with said character, and I managed to explain everything as much as I could with Support. After a few tickets, one of the issues connected to a Cartel Market item was solved, but everything regarding an in-game armor set was completely left aside. It got to a point where I exchanged three tickets with three different "specialists"... and every single one of them ignored everything that had been written, providing me with an automated message.

 

I don't get it, I really don't. So far all of my Tickets provided as much information as possible and went into full detail. I used pictures, links and explained as much as I could... and it's like my email was sent as a blank. It's like I was asking and talking about cats and all they keep talking about dogs. I am genuinely perplexed at how incompetent the Customer Support can be. Just how much of a thick head can you be to act the same way to three tickets in a row regarding the same issue, but still ignore everything that was written and provide the same gosh darn answer? They even had the audacity to tell me to create a new ticket even though this issue has been attached to the original ticket since day one! It wasn't only about one issue, it was about two! And they keep ignoring it! :mad::mad::mad:

 

I would call them if I could, but that's not an option since I was once forced to spend an alarming amount of money just to get my account back after an Origin bug.

 

I’m having similar issues and it’s frustratated, it’s like they aren’t even reading the tickets properly. I’m in Australia, so ringing customer service is restrictive, so I’m stuck with the ticket system.

What’s even more frustrating is how long they are taking to get back to me. It can be anywhere from 2 weeks to 5 days. I’ve had no response that is under 5 days.

The customers service is now non existent in this game. I don’t know if they aren’t being trained properly or they just don’t care. They keep giving wrong information, automated replies, take too long to get back to you and at the end of the day can’t or won’t resolve the issue.

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spectreclees

spectreclees

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Posted (edited)
They generally do something close to a solution for me. I told them that I had deleted Theron's Customization that put his default armor back on a while back. Instead of restoring the customization they just put his gear back on him for me (the green pieces that look like his gear). So, instead of an item that takes up one slot in my bank I now I have to hold onto every piece of his gear otherwise he just walks around naked. At least they got it partially right. Edited by spectreclees
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Kyrielan

Kyrielan

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It is not uncommon for customer service to ask a customer to separate issues into two tickets. This allows them to split the work up between teams. Especially if it concerns different types of issues.

 

Please don't be upset with them, it only causes you to raise your blood pressure which isn't healthy for you. Take a deep breath, relax and submit the second issue as a separate ticket. I'm sure you'll have an answer quicker this way then getting worked up over it.

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TrixxieTriss

TrixxieTriss

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It is not uncommon for customer service to ask a customer to separate issues into two tickets. This allows them to split the work up between teams. Especially if it concerns different types of issues.

 

Please don't be upset with them, it only causes you to raise your blood pressure which isn't healthy for you. Take a deep breath, relax and submit the second issue as a separate ticket. I'm sure you'll have an answer quicker this way then getting worked up over it.

 

So how many tickets do you think is acceptable to have to keep making on the one issue?

The OP and myself are upset because you have to keep making tickets over and over on the “one issue” because they don’t read it properly or just have no idea what they are saying. Half the time I think they make it up,

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Eshvara

Eshvara

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I am genuinely baffled.

 

For the past week, I've been exchanging tickets via e-mail with Customer Support in regards to two armor sets. I deleted a character who had been boosted by a Token since I wanted to start anew with said character, and I managed to explain everything as much as I could with Support. After a few tickets, one of the issues connected to a Cartel Market item was solved, but everything regarding an in-game armor set was completely left aside. It got to a point where I exchanged three tickets with three different "specialists"... and every single one of them ignored everything that had been written, providing me with an automated message.

 

I don't get it, I really don't. So far all of my Tickets provided as much information as possible and went into full detail. I used pictures, links and explained as much as I could... and it's like my email was sent as a blank. It's like I was asking and talking about cats and all they keep talking about dogs. I am genuinely perplexed at how incompetent the Customer Support can be. Just how much of a thick head can you be to act the same way to three tickets in a row regarding the same issue, but still ignore everything that was written and provide the same gosh darn answer? They even had the audacity to tell me to create a new ticket even though this issue has been attached to the original ticket since day one! It wasn't only about one issue, it was about two! And they keep ignoring it! :mad::mad::mad:

 

I would call them if I could, but that's not an option since I was once forced to spend an alarming amount of money just to get my account back after an Origin bug.

 

I have the same thing, I'm asking for my armoring to be restored of the GEMINI MK-5 FORCE MYSTIC set (The bracers to be specific) It's the 4th ticket now and I still don't have it. It's like she hasn't heard of the item in question.

She couldn't even locate the bracers that I lost, I gave up and asked for the armoring instead. She actually gave me armoring with no set bonus attached to it...

 

Is the person that helps you a female whose name starts with an "H"?

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TheRandomWolf

TheRandomWolf

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It is not uncommon for customer service to ask a customer to separate issues into two tickets. This allows them to split the work up between teams. Especially if it concerns different types of issues.

 

Please don't be upset with them, it only causes you to raise your blood pressure which isn't healthy for you. Take a deep breath, relax and submit the second issue as a separate ticket. I'm sure you'll have an answer quicker this way then getting worked up over it.

 

They are both related to the same characters, and they are both related to deleted items that require recovery.

 

I bought the United Forces 30-day pack and was told by customer service that I wouldn't be receiving my outlander token. PayPal a go go!

 

You can't be serious.

Edited by TheRandomWolf
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Grieverheart

Grieverheart

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You can't be serious.

 

I am serious. Apparently since I received a token for being subscribed for KoTeT, I am not allowed another, despite nothing like that being stated on the United Forces pack page. It simply states one token per subscribed account. Naturally, most would assume one token per subscriber from that pack. Either way, the leadership of this game is a **** show.

 

PayPal will see to it that I get my money back.

Edited by Grieverheart
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