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Great customer service
Mizab
Member Posts: 149
Well I go to log into the game today and can't. So I figure what the hell starting looking into it and find out they have made my account inactive because I haven't entered my retail CD key. So now you probaly figure this is my fault for not entering the key in. But wait I ordered the game directly from EA/mythic and they just haven't gotten around to sending my copy of my CE.
They are happy to have charged me the 80 bucks though. So after about 5 trys of calling them only after googling their phone number( pretty much only way to get it) I sit on hold for about 2 hours. I get some supposed customer service repersentive and he tries to tell me for about 10 minutes I need to contant my retailer about fixing this problem. After I get it through his think head that I ordered it from them he promptly tells me well you need to check the status of where my CE is I tell him I have and it sounds like still in limbo. He tells me well it shouldn't be more then 7 more days or so. I promptly ask why the hell did I order the CE for the headstart to be locked out for 7 days? He just can't comprend that I think I should either be allowed to keep playing the game i payed for or some kind of compensation is due. He pretty much tells me too bad I could go buy the game at a retailer that has it in stores and just not accept my order and in 4-6 weeks I would get a refund from EA. So I ask to speak with his boss. Well after another 45 minutes I get to speak to the boss. This guy is even a bigger dick and pretty much tells me too bad nothing going do for me tries to make it sound like this is somehow my fault.
So thats some pretty great customer service you have there EA/Mythic.
Comments
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
call back... get the person's name and if they have an employee number, get that also... when you escalate to their boss get his name and number also... keep escalating to higher bosses until you get one that is on the apologetic, "let's make this right for you" side.
if not, there's always the BBB and you'll have names and employee numbers to give them.
could we please get correspondent writers and moderators, on the eve forum at mmorpg.com, who are well-versed on eve-online and aren't just passersby pushing buttons? pretty please?
that sucks, I think I would have just asked for some chicken wings from the second guy
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
No EA and mythic made the game togther when the mythic has even when I called the number the rep referred to himself as a EA/mythic employee it wasn't till I got pissed off he tried your same excuse. I mean hell I log into support n the mythic site and it takes me into a EA site I think those things mean the game is both of theirs so they share the blame.
Honestly what we're you expecting?
Customer support isn't allowed to just give you free game time due to shipping issues.
They can't just give you a key for your account either.
I reported a gold seller and they took care of it in a matter of hours, they are GREAT!
Damn which shipping option did you pick? Tho honestly what did you expect from an unproven Online Store. No one's really ordered an online game from them before as far as a launch MMO. EA's Retail store and Mythic are completely seperate entities. The store has little to do with the developers its just run by the same parent head.
Still sucks for you though...but Mythic's In Game support btw is the best I've never waited more than 4 mins for a reply for bugs etc that have me jammed up.
Um how is it free time if I had already paid for it? They can confirm my account the rep was able to see I had paid for the product already what harm would there be in giving my serial number right now they can give you a replacement one if it gets lost but they can't just give me one when they mess up? Yes when it is their fault I didn't get my game I can expect something.
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
No EA and mythic made the game togther when the mythic has even when I called the number the rep referred to himself as a EA/mythic employee it wasn't till I got pissed off he tried your same excuse. I mean hell I log into support n the mythic site and it takes me into a EA site I think those things mean the game is both of theirs so they share the blame.
The only blame you can lay there is for Mythic using EA as thier publisher I guess then that holds up, but EA Store is quite a different entity.
I might be wrong, but that's just how I see it.
Playing: Everthing
Played: DAoC,AC2,EvE,SWG,WAR,MXO,CoX,EQ2,L2,LOTRO,SB,UO,WoW.
I have played every MMO that has ever come out.
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
No EA and mythic made the game togther when the mythic has even when I called the number the rep referred to himself as a EA/mythic employee it wasn't till I got pissed off he tried your same excuse. I mean hell I log into support n the mythic site and it takes me into a EA site I think those things mean the game is both of theirs so they share the blame.
This is the EA stores problem alone. Mythic has nothing to do with the shipping of your product. Sure, Mythic made the game that is getting shipped but it stops there. Would you call Neutrogena if Amazon.com didn't get your shampoo to you on time?
STOP WHINING!
Um how is it free time if I had already paid for it? They can confirm my account the rep was able to see I had paid for the product already what harm would there be in giving my serial number right now they can give you a replacement one if it gets lost but they can't just give me one when they mess up? Yes when it is their fault I didn't get my game I can expect something.
It's free time because they can't just give a cd key out over the phone, the customer support has no way to access what key is in which retail box, nor do they have a way to tell which box they shipped to you.
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
No EA and mythic made the game togther when the mythic has even when I called the number the rep referred to himself as a EA/mythic employee it wasn't till I got pissed off he tried your same excuse. I mean hell I log into support n the mythic site and it takes me into a EA site I think those things mean the game is both of theirs so they share the blame.
This is the EA stores problem alone. Mythic has nothing to do with the shipping of your product. Sure, Mythic made the game that is getting shipped but it stops there. Would you call Neutrogena if Amazon.com didn't get your shampoo to you on time?
How the hell does your example even work at all. It might work if amazons name and had helped devolp neutrogena see on the warhammer box it has EA's name on it too. Like I said I ordered this directly from warhammer online home page there support is linked with EA's so they are both resposnible. Now if I had ordered my copy from Amazon or EB or something like that yes would be retailers fault but I don't no how many times I have to say this EA and mythic are toghter on this game both numbers I call for support lead to the same place from EA or mythics side.
Um how is it free time if I had already paid for it? They can confirm my account the rep was able to see I had paid for the product already what harm would there be in giving my serial number right now they can give you a replacement one if it gets lost but they can't just give me one when they mess up? Yes when it is their fault I didn't get my game I can expect something.
It's free time because they can't just give a cd key out over the phone, the customer support has no way to access what key is in which retail box, nor do they have a way to tell which box they shipped to you.
Um but they can they have done it for some guy I know IRL and check out this post in another forum look towards the bottom http://vnboards.ign.com/warhammer_online_age_of_reckoning_general_board/b22997/108721902/p1/?20
So they can do something just many of their CS reps are dicks
Normally i'm one to believe people, but the chances of what he said being true, is low, and the chances of you just happening to be rl friends with him is even lower.
It just screams "my mom works for valve and i got to go with her to work and play left 4 dead!"
No sorry I was saying I have a RL friend that got one of the temp keys I don't know that guy on forum sorry if that was confusing also how about you look at the other post on this forum another person refering to the temp key also is another post about on warhammer alliance forum sorry I am too lazy to find that one too for you but there is a few diffrent people.
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
Actually Mythic made the decision to freeze accounts on the 22nd if they did not have their cd key. The game was released on the 18th. KIND OF screws over a large portion of people the ordered over the internet and had their copies shipped to them.
Mythic is to blame, don't let the fanbois try and spin this otherwise.
But on the other hand, anyone who preorders a MMOG these days should know better. There have been numerous horror stories regarding preordering scams and it doesn't matter who the developer is and what their supposed reliability or reputation is. Never preorder.
What people to fail to realize is, the developers at mythic don't even touch the retail boxes they send out.
Some people make me laugh. It seems to me as if they think that the lead graphics designer is the one packaging all these boxes and shipping them out to everyone.
Mistakes happen on massive scales such as pre-orders.
In fact i can't think of a single game in the past 22 years to never ever have a shipping problem for at least 1 customer.
What people to fail to realize is, the developers at mythic don't even touch the retail boxes they send out.
Some people make me laugh. It seems to me as if they think that the lead graphics designer is the one packaging all these boxes and shipping them out to everyone.
Mistakes happen on massive scales such as pre-orders.
In fact i can't think of a single game in the past 22 years to never ever have a shipping problem for at least 1 customer.
No I know that the game dev's have nothing to do with shipping the game. But mythic the company does have a lot of responbility to the people that have been screwed over I mean give out the 5 day extend pass's wow something so simple.
Here is an example I work at walgreens I work in the pharmacy so I really don't deal with many other parts of the company such as the front store, mail order and home deliveries. Now lets say someone has a problem with a front store item like something is supposed to be on sale but we are out I would get someone in the front store to issue them some kind of rain check and make it right. Now no I don't have to do that and it's something I am not even over at all but by doing something about it that is good customer service something that EA/mythic could learn from.
What people to fail to realize is, the developers at mythic don't even touch the retail boxes they send out.
Some people make me laugh. It seems to me as if they think that the lead graphics designer is the one packaging all these boxes and shipping them out to everyone.
Mistakes happen on massive scales such as pre-orders.
In fact i can't think of a single game in the past 22 years to never ever have a shipping problem for at least 1 customer.
The developers (EA)Mythic are a subsidiary of publishers EA.
They had control of the street date, when the product would go into physical production, and when they ship to the stores. They shortened the grace period, and "a relatively small number" (in their words, yea right) would not get their game in time because of "shipping issues." According to the announcements, they began shipping to retail stores on the 16th. This would not allow most stores the time to then ship the product to customers on time for the short grace period. For a few select major stores who had clout and angry customers, they extended the grace period back to the 22nd.
Nothing to do with Mythic, your issue is with Electronic Arts retail store.
No EA and mythic made the game togther when the mythic has even when I called the number the rep referred to himself as a EA/mythic employee it wasn't till I got pissed off he tried your same excuse. I mean hell I log into support n the mythic site and it takes me into a EA site I think those things mean the game is both of theirs so they share the blame.
Let's put this another way.
EA is a big company. They're a publisher, and a storefront.
Mythic is a separate company under EA's umbrella.
Mythic created the game. EA is distributing it. EA is the company that actually took your money, and EA is the company that actually shipped the box to you.
I know the names are linked, but that doesn't change anything. Look at AOL/Time Warner. You don't call up Time Warner when you have a problem with AIM. Or if you do, you shouldn't be surprised when you don't get the answers you're looking for.
Mythic is ONLY responsible for the content of the game. They have little if any control over publication and distribution. They also make only a tiny portion of every box sale. The lion's share of the sale goes to the publisher and distributers. Look at the whole business that just took place with GOA in Europe. (I hope I got the acronymn right.) They're the European distributer, and when they had a snafu right before launch there was very little that Mythic could do about it.
did anyone ever expected custommer support in this game ?
i never did.. i always knew there wont be any .. not like i ever needed any
its like playing turbine games.. and asking for support..
and ea.. well thats whole new level of failure..
Have you even read this topic or just blindly trolling? What the hell customer support in game can do about distribution problems???
Have you even read this topic or just blindly trolling? What the hell customer support in game can do about distribution problems???
He's talking about support for the game in general.
You want to know how bad and unorganized their support is? There is a Mythic Dev asking people with a certain type of account issue to give him their information and retail keys by private messaging him with their private account info on a fansite forum.