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UltraMav
11.20.2012 , 08:51 PM | #1
Hello, I have been a subscriber since the launch of the game and have enjoyed the experience greatly throughout my time with it. However, a recent experience has irked me a bit and I wanted to post in the hopes that not only customer service could address my specific issue, but also to raise your awareness that customer service practices need to be improved upon as a whole.

Friday evening on "The Bastion," the server underwent a rollback of approximately 30 minutes or so (which as far as I am aware, BW has yet to acknowledge), which reset many players' progress/items/etc. I personally lost some cartel coins/items and sent the following ticket (#6822378) to customer service.

Quote:
11/16/2012 - Hello, I had just spent the majority of my Cartel Coins (approximately 1200 or so) on some gambling boxes. Shortly afterward the server underwent a reset (as it appears to me) and I lost the items fromt he boxes I purchased, but the Cartel Coins I had spent are still missing from my account. Any help in either restoring my lost items or in returning my coins would be appreciated.

Update: 11/18/2012 - Checking the ledger on SWTOR.com, I can get a little more specific. I am missing 1260 Cartel Coins, and the items that were removed with rollback came out of: 4 Crime Lord Cartel Packs and 1 Black Market Cartel Pack.
Note that I made a mistake above in the count of my cartel coins (I wrote 1260, and it should have been 1620), which could possibly cause some confusion, so my apologies if this occurred. Anyways, I waited for 4 days with no response. I know that Customer Service was completely swamped this weekend, but I would expect that BW/EA knew ahead of time that CS would need to be bolstered in order to handle a large influx of issues with the launch of the F2P system. Regardless of the ratio of complaints to personnel responding to them, when I finally did get a response today, this is what I received:

Quote:
Greetings,

I am Protocol Droid M0-T0, Human Cyborg Relations.

Thank you for contacting us regarding your Cartel Coins.

We have become aware that players have expressed concern about the number of Cartel Coins listed on their individual Cartel Coin Ledger page.

We would like to clarify the following information for you:

* Cartel Coins are not awarded for the 30 days free game time included with the purchase of the game
* Cartel Coins are not awarded for the 30 days free game time awarded as part of the loyalty program earlier this year
* Cartel Coins are not awarded for any compensation time granted to your account for any other reason

For more information on Cartel Coins and the Free-to-Play option, please see this news article on our website: http://www.swtor.com/info/news/news-article/20121016 or visit our dedicated help center section: http://www.swtor.com/support/helpcenter/6449

If you believe that you have still received the incorrect amount of Cartel Coins since the launch of Free to Play, then please submit a new ticket and an agent will investigate your issue as soon as possible.

Please note that our Customer Service team cannot provide any additional information on Cartel Coins rewards. We recommend that you keep an eye on http://www.swtor.com/free/features for any future announcements.

Should you require further assistance with any other issues, please do not hesitate to contact us again.

Galactic Support is our specialty...

Sincerely,

Protocol Droid M0-T0
Star Wars™: The Old Republic™ Customer Service
As you can see this is clearly a form letter sent out to deal with general queries regarding what players may perceive to be an incorrect amount of Cartel Coins issued to them prior to the F2P launch, based on their sub-length. Obviously the CS representative did not even read my ticket, and simply saw that it involved Cartel Coins, snapped off a form letter, and closed my ticket, informing me to send another one if I felt this was unsatisfactory. This is not only unsatisfactory, it is ridiculous, especially when it takes 4 days to respond to an issue. Of course I have little choice in the matter, so I sent both an online form through this site and another in-game ticket (#6885546) regarding the issue, copied below:

Quote:
Hello, I am writing you concerning an issue that affected the server "The Bastion" on Friday, November 16th. I have already sent in a ticket regarding the issue, which was apparently not read, as I received a form letter not pertaining to my problem. I am writing this (and submitting another in-game ticket) in the hopes that my problem is properly looked into this time.

It seems that there was some sort of reset of The Bastion on Friday evening, rolling back approximately 20 minutes or so of everybody's progress. I had spent 1620 cartel coins on 4 Crime Lord Cartel Packs and 1 Black Market Cartel pack. Upon the reset, I lost all the items from those packs, but the 1260 Cartel Coins remained absent from my account. I had mistakenly written before that I was short 1260 coins, as I had misread the ledger, so my apologies for that error and if it caused confusion. The correct amount of missing coins is 1620.

Please pass on my disapproval at the practice of SWTOR customer service representatives responding to tickets without reading them thoroughly. Waiting 4 days for a pre-written response that does not pertain to the issue at hand is very poor customer service.

Once again, any help in either restoring my lost Cartel Coins (1620) or my items (4 Crime Lord Packs, 1 Black Market Cartel Pack) is greatly appreciated. I look forward to hearing from you.
I am posting this to not only get a resolution to my issue, but to point out yet another case in which SWTOR Customer Service has dropped the ball, in the hopes that you take strides to improve the service in the future. Thank you for your time and as mentioned above, any help is appreciated.