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-Rant-Feedback- Customer Service - very poor - Cold Shoulder/No Respect

STAR WARS: The Old Republic > English > General Discussion
-Rant-Feedback- Customer Service - very poor - Cold Shoulder/No Respect
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kage_goomba's Avatar


kage_goomba
10.24.2021 , 08:42 PM | #1
Before you jump to conclusions - please understand this is not a hate post or a "I demand blah blah blah" - "name and shame" - move along - not here. Also not sure if this is the correct board or not - its just a general "the heck and why?" post.

I'm a relatively new player who is genuinely trying do a good thing and educate newbies/other guild members on something that could potentially harm them or make things worse - that being the nefarious "auto squelch-er" on newbie worlds.

A few days ago I was hanging around on Tython recruiting for my guild.
Id post an ad every 5-10 mins - spaced out enough that no one would really complain - I would see others posting far quicker than me - trolling/other things. Aside from the teasing of my guild name - no one really complained..at least in the open.

A newbie walked by and asked what an another player was using for a lightsaber.
I went and grabbed the name and "linked" in general chat so they could see what it was called.

I was suddenly unable to talk in general chat.
Some googling after poking around revealed there's an AI system of sorts that spots things like this and mutes players. Anti-RMT/spam mechanism to protect newbies... I get that. Totally makes sense.

Except I was only answering some newbie's question like a hapless - evidently fool I am.

So I open a ticket as a subscriber.
I detail what happened - asking to be educated and for information on what happened.
And if possible - reverse the issue.

Now it was rather late - so I logged off for the day.
I log back in a day later and find the ticket was replied then summarily closed.
The response was a canned response and no care or attention to my various questions was given.

Strike 1 - ignoring questions and not reading.

I was unable to reopen the ticket to make a polite reply asking for clarification.

I opened a new ticket and basically very politely complained as such.
Only to get a blank ticket in response and an auto close.

Strike 2 - a blank answer with zero - nada - zip.

I go to my email and reply to that in hopes I could reach an agent who was not a drone but could stop and consider the situation and pay me the kindness of informing me.

I point out that as an executive officer of a rather good sized guild - Id like to ensure we don't breach any policies or invoke this system accidentally - thinking that linking a market item was to blame at best.

I get a response - but none of which answered my obvious questions pointing out that people are abusing the system reporting other guilds in retaliation for advertisements.

I asked for further clarification to confirm this is what happened.
No response - nothing.

Strike 3 - again - ignoring and literally making the issue worse - assumptions.


I can get people are busy - staff may be short - I can get that you guys get tons of garbage from players with innocuous responses that burn you out and make you roll your eyes out of your head.

I've done customer service work myself - I'm no stranger to that world. As an IT Professional I deal with communications every day. Albeit a far higher standard of conduct than what we have here.

There is a right way to do things...and a wrong way.
Frankly if I was coaching or a manager - I'd have a long chat about quality of treatment of your customer.
No I'm not asking for "snowflake" status - I'm asking to be treated like a human being with a question needing a simple - quick answer. With the respect of being understood and heard.

I couldn't even get a "Yes" or a "No"

I was genuinely asking for clear and concise information on what the "Barriers" are and what we should not do.

Did linking a item cause it?
Did I spam too fast?
How long does this last? What's the timetable on offenses? Etc.

Now I'm forced to remove all recruitment efforts from these newbie planets at the risk of innocent players (or not so innocent - as I'm away people do things they shouldn't) to avoid the risk of getting muted.

As I'd like to be able to help newbies out without being forced to PM/Group chat.

No one really has a clear indication of what the "rules" are concerning newbie worlds. Other than frustration on the lack of information.

I would think that educating a large group of people on "please don't do this" would alleviate the stress in preventing abuse.

I understand this game is dated - being STILL 32 bit platform - archaic interface - old tech to be sure.
I came from FFXIV - where their GM's pretty much do not give a damn anymore and ignore common sense.

I was under the impression this game in spite of the above mentioned situation - was at least given some semblance of quality care concerning that work is still being done on it and content being developed.

Hopeful noob? Perhaps - but as someone whose dropped a good chunk of change on this game for the benefit of other players to share the fun of Star Wars - I'd like to think think that customer service would at least bluntly be honest and say "Sorry we cant tell you that - and here's what we got" as opposed to no answer/canned letters that have nothing to do with what was going on/no evidence no information.

Even a "please do not advertise on newbie worlds or link market items" would have been the perfect answer. No argument from me - yes sir - by your command.

I didn't even get that.

No I'm not posting what was said or who or anything like that - I'm not going to play that card.
Admins can look my info up and figure it out from there.

But I am going to say that if it wasn't for my love of Star Wars - I'd quit and tell others to leave.

First sign of trouble - is when GM's/CS ignore you outright and treat you like a generic player when its a bit obvious "I'm not generic"

I hope this isn't a trend of things to come for the foreseeable future.
It would be nice to have a clear cut indication of whats going on - what I did wrong - and what I should not do.

All I got was fuzzy logic/nebulous "this is a thing and its doing this and players are abusing it"

Which is literally no help at all and causing more confusion than not.

Now if CS wants to reach out to me and sit down and have a clear and frank chat over what I did wrong...ill gladly bend over and take my spanking/slap on the wrist and go about my day.

"Just the facts please" as the saying goes.

I'm just trying to make sure that others do not make the same mistake I did...for the betterment of the community we're growing in my guild.

For those who survived this little rant - thanks for your patience.
I came here not expecting anything - but the hope that someone from the GMs/CS group sees this and goes "hmm...."

And as for those reading this - don't link items on newbie worlds - and I suggest not recruiting either.
Because you'll lose your ability to talk in general chat. Call this a PSA.

No offense intended - just pure honesty and sheer disappointment.
<hops off soap box and walks off with sabres in hand>

SteveTheCynic's Avatar


SteveTheCynic
10.25.2021 , 12:27 AM | #2
EricMusco (Community Manager) has in the past asked that we send him details (ticket numbers, sample text, etc.) of "nonsense" responses so that he can investigate etc. Send them by forum private message, of course.
Something you find difficult is a lesson on how to play better, not a punishment for playing badly.
To go to Belsavis, you must go to Belsavis.
Latest patch notes at http://www.swtor.com/patchnotes

Rankansen's Avatar


Rankansen
10.25.2021 , 03:19 AM | #3
Yeah, I mirror this experience.

I just came back to the game after 6 years of not playing. I quit shortly after KotFE ended, for obvious reasons, and now that I came back I found that on several characters that were going through the story, their romances had been wiped.

Sent a ticket in saying that despite having initiated romances before and not missing any flirt options or whatnot, some of my characters had their romances erased due to a bug that has apparently been known about and gone unfixed for the past six years. Wanted to see if support could manually set some story flags, or anything of the sort.

What I got back was downright insulting. Support told me that, and I quote, "The game is working as intended and there are absolutely no issues with companion romance", and that "it completely relies on the decisions you make" As well, they insisted that they couldn't fix the flags because it might "break the story".

Excuse me? were they trying to gaslight me that this bug does not exist? are they saying that it is my fault that the flags got reset because I took a break? This game's customer service is an absolute *********** joke. Even their reason for not helping fix the issue doesn't hold up, since I've learned that they one even introduced an NPC droid that you could interact with that actually fixed romance flags if you encountered this kind of bug before!

Talk about spitting in my face, for having the gall to bother trying their game again six years after I quit. You've more patience than me though, as after receiving that response I stopped trying.

kage_goomba's Avatar


kage_goomba
10.25.2021 , 04:08 AM | #4
Quote: Originally Posted by SteveTheCynic View Post
EricMusco (Community Manager) has in the past asked that we send him details (ticket numbers, sample text, etc.) of "nonsense" responses so that he can investigate etc. Send them by forum private message, of course.
This still a thing today or something of the past? I'd hate to "Cold pm" him out of the blue.

kage_goomba's Avatar


kage_goomba
10.25.2021 , 04:11 AM | #5
Quote: Originally Posted by Rankansen View Post
Yeah, I mirror this experience.

I just came back to the game after 6 years of not playing. I quit shortly after KotFE ended, for obvious reasons, and now that I came back I found that on several characters that were going through the story, their romances had been wiped.

Sent a ticket in saying that despite having initiated romances before and not missing any flirt options or whatnot, some of my characters had their romances erased due to a bug that has apparently been known about and gone unfixed for the past six years. Wanted to see if support could manually set some story flags, or anything of the sort.

What I got back was downright insulting. Support told me that, and I quote, "The game is working as intended and there are absolutely no issues with companion romance", and that "it completely relies on the decisions you make" As well, they insisted that they couldn't fix the flags because it might "break the story".

Excuse me? were they trying to gaslight me that this bug does not exist? are they saying that it is my fault that the flags got reset because I took a break? This game's customer service is an absolute *********** joke. Even their reason for not helping fix the issue doesn't hold up, since I've learned that they one even introduced an NPC droid that you could interact with that actually fixed romance flags if you encountered this kind of bug before!

Talk about spitting in my face, for having the gall to bother trying their game again six years after I quit. You've more patience than me though, as after receiving that response I stopped trying.
Nothing hurts more than CS support literally ignoring you.

Frankly it would have better if they told you its a known issue and there's nothing they can do about it..at least its the truth...even if its a crappy one.

I had a stint for 3-4 years for a major gaming company (not going to say here for obvious reasons) - was told all kinds of ridiculous crud about you can say this can't say this - who ever thought it was "inappropriate" to not be honest at the risk of making them look bad - should be shot in the you know what. - And we proved it - we had a "renegade" group who would intentionally "Break the rules" - and we had the highest "satisfaction score" in the whole damn division.

Corporate mantra is to milk people for all its worth and damn the consequences and no care about next year or the year past that. If they cared about what I'd be doing next year - they would have given you and me the respect deserved of a simple and straightforward answer.

Prob some idiot marketing dude who has no clue what the tech/product is and would rather milk for profits.
I'm willing to bet good money their own execs don't even look at these boards.

If you got a problem with your product...be honest....be upfront...even if you can't do jack ####. You'll be respected for it...and likely retain loyalty for it.
Where every other company - literally gives no ####s and just wants your money.
Long gone is the day of quality support and care sadly.
I hope they do read this - if anything they will start cleaning up in time for the new expansion.

One can hope.

But alas....if it weren't for my love of Star Wars - I'd leave in spite of this. I have zero tolerance for incompetence.
Even then - my guild - a community of people who are decent folk - not going to ditch them for that.
So I shall eat this bitter pill and try to enjoy this game....for now.

SteveTheCynic's Avatar


SteveTheCynic
10.25.2021 , 05:14 AM | #6
Quote: Originally Posted by kage_goomba View Post
This still a thing today or something of the past? I'd hate to "Cold pm" him out of the blue.
I haven't seen a "OK, thanks, you can stop sending these reports" thing, so I'd guess it's still OK. He certainly won't ban you for it.
Something you find difficult is a lesson on how to play better, not a punishment for playing badly.
To go to Belsavis, you must go to Belsavis.
Latest patch notes at http://www.swtor.com/patchnotes

DeannaVoyager's Avatar


DeannaVoyager
10.25.2021 , 05:18 AM | #7
I've gotten some decent and helpful responses from CS, and they've managed to fix whatever issued I have had, so someone is doing their job there. However it's rare.

Usually it's a response to something that has nothing to do with my issue, and they close the ticket so that I will have to start a new one and explain the same thing again. Funny thing is, the second ticket also gets a generic answer that has nothing to do with my issue, and gets closed again, and again, and again. I've often wondered if they have a big hat full of generic answers, and they just pull out a random one to respond to a ticket, because sometimes they make no sense at all. Eventually I might get lucky and get someone who reads my ticket and understand my problem, and even manages to fix it. Once or twice I've been told that it's a known bug and they are tracking it and so on, which is probably not happening, but at least they acknowledge there is an issue.

Getting blank responses is just unacceptable. Someone is not doing their job, obviously.

JackieKo's Avatar


JackieKo
10.25.2021 , 09:23 AM | #8 This is the last staff post in this thread.  
Quote: Originally Posted by kage_goomba View Post
Before you jump to conclusions - ....
Quote: Originally Posted by SteveTheCynic View Post
EricMusco (Community Manager) has in the past asked that we send him details (ticket numbers, sample text, etc.) of "nonsense" responses so that he can investigate etc. Send them by forum private message, of course.
Hi Kage_goomba,

If you are comfortable doing so, feel free to send me a PM with the details of your exchange and include the details that Steve listed above, and I will assist as best as I can.

Jackie
Jackie | Community Manager
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RikuvonDrake's Avatar


RikuvonDrake
10.25.2021 , 09:24 AM | #9
Bioware has in the last year cracked down a lot on rmt and guild recruitment spamming on starter planets, you might think you aren't a part of the problem if you post every few minutes but with 20+ guilds doing so it makes general chat just filled with spam. These features are meant to prevent this and although in this case, it worked both good and bad I doubt Bioware would want to outline EXACTLY how their system work as that could easily be used to exploit it.

Hopefully, you have a better experiance with CS in the future, they are usually pretty helpful in the tickets and issues I have raised with them.

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NeoBlakkrstal's Avatar


NeoBlakkrstal
10.25.2021 , 09:49 AM | #10
Quote: Originally Posted by DeannaVoyager View Post
I've often wondered if they have a big hat full of generic answers, and they just pull out a random one to respond to a ticket, because sometimes they make no sense at all.
Yes, yes they do. It's called a script. This is what happens when they hire clerks. Not saying all of them are that, but it seems to me that customer service in general, not just EAware, but everywhere, is populated by clerks reading scripts. It is what it is. You just have to keep trying until you get someone who knows what they are doing.
"I am the darkness in which all life dies." - Darth Nihilus