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Unacceptable Customer Service


netslave's Avatar


netslave
05.10.2012 , 08:51 AM | #1
Why do we pay for a product with such horrible customer service? I have an issue, they have the ability to rectify the issue. Problem could have been solved quickly, but now they have a customer that is ready to finally hit the cancel button.


Summary of issue that I reported to CS:

Last night, I completed the [Hard] Lost Island flashpoint after completing [Hard]Kaon Under Siege as part of the [Weekly]Rakghoul Conflicts quest. After defeating Dr. Lorrick in Lost Island and looting a Rakata Chest Piece, I hit the exit area button so that I could go get my new loot. It was only after I zoned out that a party member asked if I had completed the [Hard] Lost Island flashpoint. I could not zone in now that the final boss was dead, and could not complete the quest any other way so I submitted a ticket to get credit for the two quests [Hard] Lost Island, and [Weekly] Rakghoul Conflicts.

Below are the various responses I received from CS:


Quote:
Greetings Netslave,

I am Protocol Droid P2-B5, Human-Cyborg Relations.

Thank you for contacting us to report this issue. We have investigated the error you reported, and have confirmed with our specialist team that in fact this is not a bug, and is working as designed. Leaving a Flashpoint before completing all directed objectives would result in forfeiting mission rewards.

If you feel that this aspect of the game could work differently, we strongly recommend posting your feedback on our “Suggestion Box” forum, located here: http://www.swtor.com/community/forumdisplay.php?f=349

Our Development team actively monitor our forums, and are constantly looking for feedback from our players. The thoughts and opinions of our community play a key role in helping them to improve the Star Wars: The Old Republic experience and to shape new features and content.

Thank you again for contacting us to bring this issue to our attention, we apologize for any confusion or inconvenience it may have caused.

Galactic Support is our Specialty…

Sincerely,

Protocol Droid P2-B5 (aka Patrick)
Star Wars: The Old Republic Customer Service.
My response:


Are you kidding me? If I were able to zone back in, or if there were a console outside of the instance where I could at least turn the quest in, that would be ok. But I completed the necessary steps for the two quests noted in the ticket aside from simply clicking on a triangle. Please give me credit for the quests that I put the effort into completing.


Quote:
Thank you for contacting us to request credit for the completion of Lost Island.

After investigating your request, I am sorry to say that as you have not fully completed the steps involved in Lost Island, you are not eligible for getting quest credit for the associated quests.

Please note that unless all of the steps have been completed when exiting the phase and the group leaves the phase, it will make you ineligible for quest completion. This feature is working as intended as advised before.

Thank you for your patience and understanding, and I would like to apologize for any inconvenience or frustration this may cause. We would advise to check the mission log before leaving quest phases to ensure that you have completed all of the steps inside the phase and the issue will not reoccur. Should you require further assistance with any other issues, please do not hesitate to contact us again.

Sincerely,
Anette
Star Wars: The Old Republic Customer Service

So some Hard Mode quests end as the final boss dies, other hard modes end when you click on a triangle. Think about this. If the end boss doesn't die, I can zone back in and kill him for credit. But if I have to click on a triangle for credit after the end boss dies, I can't zone back in to do that! I didn't abandon the quest! There was no warning, telling me that if I exit area, I'll be forfeiting the quest reward. The instance was still active as my party members were still in it. Why on earth wouldn't I be able to zone back in to complete the [HARD] Lost Island quest after killing the end boss (and looting items from him so you know I was present for the kill)?

That's horrible design, and even worse customer service to deny me the reward for the 1.5-2 hours of effort I put in last night.


Quote:
Greetings Broadside,

Further to the communication you had with my fellow CSR droids, this is how flashpoint missions work at the moment.

As there was no bug present that would have prevented you from obtaining mission credit, we are unable to grant it to you.

I invite you to share your suggestions with the development team if you believe this feature of the game could work differently, at the following link. http://www.swtor.com/community/forumdisplay.php?f=349

Our Development team actively monitor our forums, and are constantly looking for feedback from our players. The thoughts and opinions of our community play a key role in helping them to improve the Star Wars: The Old Republic experience and to shape new features and content.

Thank you again for contacting us to bring this issue to our attention, we apologize for any confusion or inconvenience it may have caused.

Galactic Support is our Speciality…

Sincerely,

Protocol Droid G5-A3 aka Andras
Star Wars: The Old Republic Customer Service



So you're telling me that your design for completing Hard Mode flashpoints is poor, not user friendly, and this is working as intended?

I understand the way the mission is designed. But what you're not understanding is that the effort to complete the mission was done. I had gone through all the steps to complete the mission, expecting to get credit after killing the end boss. That's how other flashpoints work. They don't all require you to click on something inside of the instance.

So to summarize:

1 - I completed [Hard] Kaon Under Siege, which counted at part 1 of [Weekly]Rakghoul conflicts.
2 - I killed the end boss of [Hard] Lost Island, EFFECTIVELY COMPLETING THE INSTANCE, where I zoned out after looting the boss.
3 - I could not zone back into the instance.
4 - There is no other way to complete the [Hard] Lost Island quest.

Do you not see that I effectively completed all the steps necessary to gain credit for [Weekly]Rakghoul Conflcts? I did all the work that was needed. It is YOUR system that denied me access to complete the quest.

How can you consider this any where near decent customer service? I'm a customer that has an issue. Where's the resolution to my issue? Telling my that your system design is incomplete and working as intended is not a resolution. Understanding that I had completed the necessary steps to effectively complete the mission, and giving me my reward IS a resolution.

If you ordered a cheeseburger from a restaurant and the patty came out frozen, would you accept an excuse from the manager that the grill doesn't heat but it's working as intended?



Quote:
As per our previous communication, we already confirmed that the issue was not caused by a bug or game error, unfortunately you didn't click on mission's completion trigger, so we couldn't grant you the credit.

I understand that this is frustrating for you but we cannot go ahead and contravert how the game works, this is the exact reason I sent you the suggestion forum link earlier.

If the development team hears feedback about a feature that the players find to be causing inconveniences, they will adjust it accordingly.

I am sorry for not being able to grant you the mission credit, please share your concerns on the suggestion forum as I advised.

Sincerely,

Andras
Star Wars: The Old Republic Customer Service.

So are you telling me that you are completely helpless? You cannot mark my weekly quest as completed and send the 8 black hole commendations to my character?

If it were a bug that knocked me out of the instance, would you be able to accommodate my request?



Quote:
We are more than able to sort out any bugs you encounter while playing the game, I confirm that.

Sincerely,

Andras
Star Wars: The Old Republic Customer Service.

So you have the ability to grant me credit for the mission, just simply refuse to?

Quote:
I have received your distress call requesting a reward for an incomplete Flashpoint.

In certain circumstances where a bug has prevented a player from receiving intended rewards, we can review further.

I cannot advise differently than has already been communicated to you on this particular request; as the mission was not completed as intended, we will not be granting any mission related rewards.

Please be advised that continued petitioning on this request may result in sanctions placed against your account, including and up to account suspension and termination. For more details, please see http://www.swtor.com/support/helpcenter/1882

Sincerely,

Protocol Droid P2-B5 (aka Patrick)

Really? This is what we should expect out of a AAA MMO?

Nuggzmom's Avatar


Nuggzmom
05.10.2012 , 09:20 AM | #2
I am not sure why customer service in this game refuses to give back any items that the game ripped us off for with its glitches. They apparently feel that the digital merchandise is worth more than the real money people pay to subscribe. I have never encountered such an attitude in a viable business before, guess this one won't be for long, NOBODY likes paying to get ripped off.

Hiply's Avatar


Hiply
05.10.2012 , 09:29 AM | #3
Ok, I'll chime in on this one too.

One of your CSRs was involved in one of my current issues as well, for what that's worth. I think the "Oh yes, we can resolve your issue but we won't resolve your issue" message is utter crap.

My smuggler is in the midst of the Alderan Bonus series and is stuck at the "Return to Jeren Organa" step about 2/3 of the way through the series of quests. I created a ticket, waited a day for a response, and received "Yes, that issue has been reported. There is nothing we can do to help you. Please abandon the quest chain and do it all over again, that might address your issue" as a response. If in fact they can force-complete broken quests...as they told you they could but would not because you didn't follow the precise steps of that flashpoint, explain to me why they can't resolve my issue by force-completing the quest.

Either they can't, they are powerless in these instances and refuse to admit it (or are not allowed to admit it) or they can and refuse to...which is utter crap.
From Beta - "I don't think it's reasonable to try and judge what is not in the game based on what we have not seen yet, in a game we have not played yet." Present Day - "It's ok, you can starting judging now."

Muertepk's Avatar


Muertepk
05.10.2012 , 09:52 AM | #4
you LEFT the mission EARLY! how is it biowares fault you cant finish the directed mission points?
oh the game is supposed to work the way you want it not for over 1 million other players.

and out of all those pl;ayers i wonder how many leave a zone early and dont finish the mission.

i thought this topic had merit. but it dosent. your so called crappy service was normal CS service they looked and cant help you if YOU LEFT EARLY as bad as you want it to be someone elses fault you are in control of your clicky finger, your continued clogging of the ticket system is not appreciated by those of us with legit complaints.

i mean really between this and the guild bank got looted bioware fix this topic, i got a headache.

cant believe people really think these things needs multiple tickets to fix their mistakes, and then when they are told sorry you made a boo boo and we cant go back in time and roll back over 1 million accounts so you can get your special snowflake status back.

move on go do the missions again and DONT LEAVE EARLY. stop clogging the ticket system with non issues so REAL bug and issues can be heard in a timely manner.

Muertepk's Avatar


Muertepk
05.10.2012 , 09:54 AM | #5
Quote: Originally Posted by Nuggzmom View Post
I am not sure why customer service in this game refuses to give back any items that the game ripped us off for with its glitches. They apparently feel that the digital merchandise is worth more than the real money people pay to subscribe. I have never encountered such an attitude in a viable business before, guess this one won't be for long, NOBODY likes paying to get ripped off.
WHAT GLITCH the one where the OP says "yeah i left early before i clicked on the triangle"

that glitch? how did the OP get screwed out of items by the game fro leaving the mission early

thats right operator error, and you expect bioware to jump thru hoops just for you right? not for the rest of us?

ridiculous.

netslave's Avatar


netslave
05.10.2012 , 09:58 AM | #6
A good customer service agent would realize that a player made a mistake and was then unable to complete a mission, simply due to design. Had I been able to zone back in, great. Had I been able to complete it alternatively though a console, great. Had the mission completed when the boss was killed, great.

It's the design that is flawed here. There were no warnings saying what would happen if I hit the Exit Area button.

I understand that the design is what it is. But a customer service agent's job is to service the CUSTOMER, not defend the design. I completed all the steps necessary aside from one click, that I was unable to complete DUE TO THEIR DESIGN.

Hiply's Avatar


Hiply
05.10.2012 , 10:17 AM | #7
Quote: Originally Posted by Muertepk View Post
WHAT GLITCH the one where the OP says "yeah i left early before i clicked on the triangle"

that glitch? how did the OP get screwed out of items by the game fro leaving the mission early

thats right operator error, and you expect bioware to jump thru hoops just for you right? not for the rest of us?

ridiculous.
What I think is truly ridiculous is someone who has absolutely nothing to do with this jumping into the topic and spewing vituperative BS into the thread. He wants the completion process to be consistent and what he says makes sense from that perspective. Also, his illustration of a "Yes, we can help you, no we won't" is fair.

No rollback of a million people would be required, so stop with the hyperbole.
From Beta - "I don't think it's reasonable to try and judge what is not in the game based on what we have not seen yet, in a game we have not played yet." Present Day - "It's ok, you can starting judging now."

Muertepk's Avatar


Muertepk
05.10.2012 , 10:24 AM | #8
Quote: Originally Posted by netslave View Post
A good customer service agent would realize that a player made a mistake and was then unable to complete a mission, simply due to design. Had I been able to zone back in, great. Had I been able to complete it alternatively though a console, great. Had the mission completed when the boss was killed, great.

It's the design that is flawed here. There were no warnings saying what would happen if I hit the Exit Area button.

I understand that the design is what it is. But a customer service agent's job is to service the CUSTOMER, not defend the design. I completed all the steps necessary aside from one click, that I was unable to complete DUE TO THEIR DESIGN.
you said yourself you left early, before you clicked the final item....why do you think they made it so once you leave you cant go back in? give that a few minutes to percolate.......... i feel for you i really do, i know how much it sucks to do something boneheaded and then not get it fixed.......in this game and many many others.


while i agree CS sucks in this game, in this case............. they could have explained it better. design could be better, but it is what it is. dont leave early or dont leave before double checking chalk it up to learning experience and have fun playing. it is a game, you are making this complaint about a video game. something virtual, that you cant sell for RL funds?

not worth it in my opinion waste of energy and game play time. IN MY OPINION. issue sucks for you, not biowares fault, customer service sucks , we all have to deal with it.

my story....i ran athis solo for the first time. i dont have slicing so i didnt activate the lift in the start.
i fight my way thru the FP, i kill everything i see, i look in every nook and cranny. i fight and almost die at the final boss, my comp was mako she died. i finish the guy off, i get this loot from his body, i turn around and i run all the way back to the start. the lift though......its still not working.....how ami going to get out to the ship that brought me here......... i run thru the dead caves and all over the outside i find a few yellow lizards and kill them......15 minutes later i put in a ticket..help im stuck in athis. i get a reply fairly quick says use the exit area button on the minimap frame. be sure you have completed all the mission steps before exiting area. which i needed to go allllll the way back to get the remains of vodal keesh(sp?) then i could exit area. turn in the mission and go om my way.
pretty noobish eh? kind of dumb of me to waste all that time and ticket.
i didnt blame bioware, tho they could have made it more obvious to me, i didnt complain it was my bad and overlooking the button. i was a noob.

yes they need new CSR people, yes they could make things really easy for us so any 5 year old can spam click and play, but alas CSR is outsourced ot canned spam, and the game functions work , sory for your issues, but i still dont think its biowares fault it happened and that they should award you soemthing for it. even if the CSR is a dork and dosent read things thru. it is what it is

icrusoe's Avatar


icrusoe
05.10.2012 , 11:01 AM | #9
I wrote costumer service earlier about having to play the game with 200ms latency. They did everything they could to help me out and found that my ISP was the reason for my lag..

I called my ISP and talked to them, sent in tons of information they needed and got the answer that they could not help me, since I am in Europe playing on a US server.. So I had to switch server and leave my Guild to be able to enjoy the game.

I then contacted BW CS again and asked when I would be able to move my characters from my old server. They once again answered right away and once again tried to fix the lag issues with no luck.

Then they told me that characters can't be moved at this moment and I was wondering why not. I miss my chars though, after spending almost 3 months in playtime building them up..

Anyhow, they were very polite and helped me as best they could, so I have no real complaints, just a feeling that moving chars shouldn't be such a big deal in a situation were someone can't play the game or stay with her Guild because of lag.
Starting over sucks.. And starting over alone sucks even more...
Hey.. I died again...

Adnihilo's Avatar


Adnihilo
05.10.2012 , 12:02 PM | #10
well support seems somewhat fair (when they dont ignore you)
im yet another who is dealing with the random game crash´s, which at this point pretty much means my daily pvp quest, actually takes all day...
so i asked support: when this problem woud be adressed
when i got the answer: check the forum for upcoming patch notes, about this matter

fair enough i checked the forum and wasnt able to find anything about a solution only that it was a well known problem for some ppl, so i wrote support once again: well checked forum about when we could hope for a solution, but wasnt able to find any info, so which threat was it you wanted me to check? cuz i must have missed it
BW support answer : ... /ignore

been 4 days now with no answer to my question, which is very uncommen with support

P.S should anybody have seen the post about the solution plz post link or something, havent found it yet xP