View Single Post

-GateKeeper-'s Avatar


-GateKeeper-
01.28.2013 , 09:25 PM | #1
EDIT: If you've had the same issue or an issue along similar lines I would greatly appreciate it if you bumped this thread. Hopefully we can get some kind of Non-Automated response if enough of us show that we care about the way we are being responded to and that the issues we are trying to address are not being handled.

EDIT -Updated-: So my issue seems to be fixed. Not quite sure what did it. Talked with customer support one last time. Finally some one incredibly helpful took up my issue. I spoke with the bank again, just to clear anything up that may have been a possible issue via the instructions given to me by the most recent and actually very helpful support agent. So clearly perseverance through and through to get an issue resolved is something needed. While I'm not happy with how long it took to get fixed it was fixed and I suppose that's a good sign. Also thank you to everyone who's posted responses to this thread.

I'm posting this thread to complain about the serious lack of customer service provided on SWTOR. Also, I'd like to say that while I myself have not had many issues with SWTOR service many members of my clan have and I've been a very large fan of Bioware games for as far back as Mass Effect. They produce great quality single player games and this is not an attack on those.

Where it all started:

I started having issues paying for cartel coins. So I figured I would call customer service and get it sorted out. It probably wouldn't be such a huge deal. This is where the problems began. I called the number provided on the customer support page Here -> http://www.swtor.com/community/showthread.php?t=489911

Shortly there after I found out that their Toll-Free Customer Support Number was closed down for unexplained reasons. So I did what most people these days do and google'd it to see if there were any changes. Sure enough the numbers had changed they just didn't have the decency to post an updated information page explaining that it had changed. This in itself is small and not really a huge deal. But wait there's more! Apparently it's also no longer Toll-Free. It's customer service for something we as subscribers already pay a Subscription fee for. A subscription fee that entitles us to play it as much as we want during the duration of that subscription. So having a subscription I should receive support without additional charges because customer support is for handling issues wrong with something the provider is charging us the consumer for.

Now: The above aside, I called the number anyway. Only to sit on hold for nearly an hour and a half with the automated message "We are experiencing a high volume of calls right now, Please stand by" message repeating itself to seemingly no end. Seems like a convenient way of charging people money no? It also seems like they might possibly be intentionally causing payment issues forcing people to call customer service to pay them money. But that's all speculation on my end due to the repeated problems I've read about on the forum before posting this thread as well as issues other members of my clan have.

So the dull now all to familiar automated voice finally stops and I have a support agent. I explain the problem. That I am unable to buy cartel coins or to change my subscription over to a new card. The card I want to buy cartel coins with, as well as subscribe works for everything else. I've probably used it on at least 4 other MMO's over the years as well as use it for more than one at the moment and it works fine. So I'm told that its some kind of issue on my banks end. So I get a Ticket number that should supposedly allow me to call back if my issue persists after speaking to my bank and get my issue delt with in a well handled reasonably quick manner...

So I figured O.K. I'll give it a shot and call my bank just to make sure everything's fine on their end. Sure enough my banks fine and they are claiming its on the other persons end. Now as I've said earlier I've never had any sort of issues paying with this card. EVER. So when I got a break from life and got the time to call back I do. I get put on hold for about 5 minutes (Better). I get a support agent who I try to give the ticket number to who interrupts me telling me that the support section for payments is closed. Closed. Customer support is closed? So I tell him that I had called earlier in the week and sat on hold for over an hour while being charged to get support and did not fully receive it. I just wanted my issue resolved right then. If they are going to let you stay on hold and wait for a prolonged duration only to receive an actual person saying "Supports closed" and then charge you for it they should at the very least remove the charge for the call. That's poor service. Anyway I insist that this issue should be able to be handled. I am paying for the call I want this issue handled. The last agent said it should be as simple as re-adding it once I've verified it was fine on my banks end and being a billing department support agent he should be able to do that.

But what happens next is what shocked me on the sheer level of unprofessional-ism. The support agent instead of giving me a straight answer simply says " Sir please hold ". Puts me onto hold then connects me intentionally to a message along the lines of " We are experiencing difficulty's with our customer service support department. Please use the online customer support center. We are sorry for any inconveniences this may cause. " or some such and then proceeded to hang up my call. He hung up on me. Charged me for a call then hung up on me. Heck you may as well reach into my pocket and grab the money out of it then try and run away with it. I called back just to be sure I wasn't over reacting. Sure enough there are NO issues with their phone service. The Support Agent intentionally disconnected me.

Now I'm sorry but is his time to precious to solve and issue that's solved by his department? Am I the customer who is paying money for a service I'm not being provided in the wrong to ask why it isn't? Heck I'd even go so far as to ask do they hang up on people calling for help regularly? It just seems incredibly unprofessional. Simple answer I would say is - No, No, Maybe.

Lastly I called back in one last apparently vein attempt to get the issue resolved. I asked to speak with the manager. I was told there was none. I asked so you don't have a manager for the customer support or billing department division? The customer support technical agent on the other end of the phone responded in an incredibly clear "Not available" to which I responded not available or non-existent to which the support agent responded " I do not understand ". So apparently there is no management for the SWTOR customer support team. It's no wonder things have become such a mess. A game with no managers managing the departments. This is just down right bad. How do they even run the game without getting closed down without any infrastructure. I won't claim to know whats required to keep a product and MMO from being shut down but apparent ADMITTED non-existence of managers would sort of seem like something that would be pretty huge.

As some one who Pre-Ordered this game months before it's release. Participated in multiple beta phases I am utterly disgusted at the treatment of us. The customers of your product.

I as I'm sure many others would like a simple straight forward explanation at this clear lack of properly provided support. And not by one of the oh so heavily over used automated system bots you so clearly use to avoid addressing peoples meaningful issues. I can safely say that lack of such a response will cause me to permanently end my subscription to this game as well as avoid any and every other product ever produced by this company.

Your subscription rates are dropping.
Your players are quitting.
You've resulted to Free-to-play.
Your customer service already had much being lacked.
You've begun to turn your backs on the few ultra loyal subscribers you have.
Now your not even addressing the issues at hand.

SWTOR has such potential. It's such a great game. I've spent many hours enjoying it to the fullest extent. To bad it's being squandered by something as simple as customer service.



I believe you all at SWTOR customer service should take some advice from a very old and wise friend of yours.

Do or do not. There is no try.
- Master Yoda to Luke Skywalker upon Luke failing to do what he should have been able to do.



-Zhroud signing off.
"Two there should be. No more, no less. One to embody power, the other to crave it."
- Darth Bane to Zannah