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Terrible Customer Service

First BioWare Post First BioWare Post

Awnay's Avatar


Awnay
03.28.2012 , 03:13 PM | #11
I agree, the cs sux. Im guessing they get paid by so many responses closed tickets per hour + base. Otherwise I cant see people being so dumb. AT the very least there should be a conversation, either by chat or via that help system. Not just auto closure.

That itself would stop half the tickets added because they didnt understand, didnt read the ticket and just assummed, etc etc (dumbness). Saving time, client patience and money.

In every other game i have played I have never seen such a bad help service. Lotro is the best i have seen so far. They chat withing about 5 minutes if you are on subscription and about 10-20 if playing free. Very few tickets are closed without discussion.

They can also move you if you are stuck in a plane. No waiting for that, no nonesense. I digress.

Also, I dont care for the droid response, its so childish, and after all this is an adult game. Must be of legal age to play.

*************

I have only played for a month, yet put in 40 tickets in-game. And to this day, every time i enter the game or change zones, the green envelope icon is flashing for the very first ticket i put in.

I have about 10 tickets for that flashing icon. First they explained how to click on the icon to use the ticket system? Are you kidding me? Lol. How do they think they got the tickets in the first place?

Then they said it would flash till it was closed, and closed the ticket again.

I cheerfully explain the ticket has been closed now for a month.

They say its impossible and close the ticket.

I finally suggest that they actually delete that first ticket so it cannot trigger the flashing. OH this one caught someones attention and they locked this ticket for a few days. Lol. And it looked like it was fixed.

But after a few days the flashing was back again, and remains. Its so annoying.



I had a ticket in for the left sleeve meshes clashing in the movies and the response was closed ticket and yeah we know that happens with amd cards.

Im like huh? I dont have amd, Lol.

Foogazy's Avatar


Foogazy
03.28.2012 , 03:35 PM | #12
Quote: Originally Posted by camberme View Post
to the OP if you ran NORMAL mode the gear is assigned by the game to the players. Not verybody gets a piece of gear, even those who dont need it. it would be better for them to carryyou through hard mode, so they can give you the gear.
You're kidding right? I know how the loot works. I have 3 50's, one of which is in full Rakata. I hit 50 yesterday afternoon and several hours later I had both EV and KP clear. I hadn't even run a hm flash point yet. Getting carried through hm ops is a little different than getting carried through normal ops. However, this is not the point of the thread at all, this is about customer service so stay on topic please. This game is dying because of its employees and their lack of common sense.

Axolipher's Avatar


Axolipher
03.29.2012 , 08:03 AM | #13 This is the last staff post in this thread.  
Greetings Foogazy,

I apologise if our customer service has not met your expectations. I have investigated your tickets and complaints and have passed them on to the relevant departments for re-investigation. You should expect a response from our customer service team as soon as possible.

Thank You.

Axolipher | BioWare Customer Service - Forum Support

RkJedi's Avatar


RkJedi
03.29.2012 , 08:49 AM | #14
dont worry, i reported bugs and hackers and exploiters and botters through the ingame ticket system, i type a ticket up, send it, 1min later i get a generic reply then 1min later all 6 tickets gets closed and i get a warning for submitting false tickets.... i was at awe, that is why the reason is i dont play this game anymore iam just letting my subscription run out, i PAID for a SIX MONTH sub, this issue happened in my thrid month of subscription (that was Feb and now it is Mar and sub ends in June) the CS in this game is like zero to none, and if you get any help at all the CS rep is rude and unhelpful (i called when i had game launching crashing issues) all the rep said it was my computer rig and hung up.. but my rig is a brand new i7 system that far exceeds the recommended requirements of this game.
Imperial Sniper 50 Battle Master - Imperial Operative 50 Battle Master - Imperial Sorcerer 50 Battle Master - Imperial Marauder 50 War Hero - Imperial Assassin 50 War Hero

Elfa's Avatar


Elfa
03.29.2012 , 09:05 AM | #15
This game needs to have in-game mods in chat ready to answer any and all problems when needed.

I don't care about how much it costs them, the game is backed by EA, they can fricken afford it. Fallen Earth was ran by a very small company and they managed in chat support.

With customers, live help is everything and feeling like the company doesn't care is a quick way to lose customers.
I'd like to sit down with the guy responsible for having Busta Rhymes fight Michael Myers in HALLOWEEN RESURRECTION. Then, before he could speak, I would slap him so hard his face would explode and his dog would die." - Jim Law

Kiapan's Avatar


Kiapan
03.29.2012 , 09:32 AM | #16
Previously posted by Awnay:
"I have only played for a month, yet put in 40 tickets in-game. And to this day, every time i enter the game or change zones, the green envelope icon is flashing for the very first ticket i put in.

I have about 10 tickets for that flashing icon. First they explained how to click on the icon to use the ticket system? Are you kidding me? Lol. How do they think they got the tickets in the first place?

Then they said it would flash till it was closed, and closed the ticket again.

I cheerfully explain the ticket has been closed now for a month.

They say its impossible and close the ticket.

I finally suggest that they actually delete that first ticket so it cannot trigger the flashing. OH this one caught someones attention and they locked this ticket for a few days. Lol. And it looked like it was fixed.

But after a few days the flashing was back again, and remains. Its so annoying.
Im like huh? I dont have amd, Lol."


Oh my gosh, I thought it was only me! I had submitted a ticket some time ago, because I forgot the answer to one of my security questions. I know, I know, it was stupid of me, but yeah, that's what I did. So I submitted a ticket, and the response was what I should have known - I would have to call CS. So between it all, I remembered the answer to the security question (yay!), and since the ticket was closed, I thought no more of it.

Since then, I have been constantly asked security questions, whenever I want to use the search function on the forums, or of course, post on the forums, which I rarely do, or play the game. EVERY TIME.

So I filed another ticket about this, AND about the suddenly appearing flashing icon described above. The flashing icon is alerting me to the closed ticket regarding my not remembering my security question's answer. For heaven's sake... I was being asked security questions, just to get into the game.

Finally, I ordered a darn physical security key thingy, and suddenly, no more security questions being asked of me. BUT, I still have that flashing icon waiting for me, every time I log into the game.

sigh...

The only response to my last ticket, which described all of this much better than I am attempting to do again (because I'm frustrated just thinking of it, and it's just a game, but gee whiz!) - the only response has been to say they will send this along to the development team?! - oh, and the ticket is closed - as though this issue has been resolved!

It hasn't been resolved.

MasterBrewster's Avatar


MasterBrewster
03.30.2012 , 12:44 PM | #17
Quote: Originally Posted by MasterBrewster View Post
i accidently got given Rakata pants from a masterlooter

i made my ticket for the pants to goto the correct player within 5 min of receiving them

i got a reply the next day asking for more info, then another rely for even more info (why they couldnt ask for this info in the pervious ticket is beyond me)

chatted with live agent said he(BRIAN) will rectify this issue 3 min later i get an update saying i did not make my ticket in the alotted 4 hours of receiving this item

the costomer service on this game is *********** retarded so retarded they dont even check time stamps on when you create your tickets reguarding time restricted matters.

so i made a new ticket saying he needs to look at time stamp on ticket reference number

talk to live agent, get ticket transfered...

still waiting on reply from new ticket

bioware pull your heads outa your asses and train your CS do to their gosh darn jobs




EDIT lmao gosh darn... wow, now i know this game caters to carebears

after creating 2 more tickets (basicly calling me a liar in 1 of them)

talking to 1 more rep

another ticket calling them useless and asking them why they have jobs in CS when they dont do their jobs

they finaly transfered the item to my friend



thanks bioware, im seriously rethinking my sub for this game because your CS reps couldnt handel something this stupidly simple

the Worst CS ive ever delt with.. ingame or otherwise, bravo
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