SWTOR Customer Support - I Can't Understand Them

Zolgar

Anyone else have issues with customer support? I'm getting that friggin' annoying issue where it redownloads English Assets 1 over and over again (about 12+ times in the last couple of days for me). I then contacted customer support.  I've called a couple times and every time someones answered who, while extremely polite and seemed that they were at least attempting to help me (though both times the most I could understand was uninstall and reinstall, which I've done), I cannot understand to save my life. It also seemed like they could hardly understand me either as I had to repeat my email address about 3 or 4 times each time I called, as well as asking me to speak extremely slowly.

 

I was just curious if anyone else  had this problem. It's sort of annoying really. I understand that not everyone speaks English, but (and this goes for any supported language/country) when someone contacts customer support (especially a company with the financial backing like EA/BW), they should be able to speak to someone who speaks their language fluently. 

DarkPony

Hmm, that's annoying. I'd reinstall the whole game to see if it persists.

Anyway, I hear they hire Jawa's as customer support workers so that might explain the english problem.

p.s. Did they try to sell you hardware while you were on the phone?

BadSpock

Customer support is clearly EA/Bioware's big problem.

I don't think they got the pieces into place fast enough and/or weren't ready for just how much the customers are going to throw out them during a massive new title release.

Caught unprepared is the best way to put it, IMO.

 

And you can't really say "give it time it will get better" because people who are having problems NOW want it to be better NOW not somewhere down the line.

That is their right as a consumer.

Long story short, it sucks at the momeny and sucks for people having issues, no doubt about it.

Zolgar

Originally posted by DarkPony

Hmm, that's annoying. I'd reinstall the whole game to see if it persists.

Anyway, I hear they hire Jawa's as customer support workers so that might explain the english problem.

 

Ive done that three times now.  I tried telling that to the second person I got a hold of but he couldn't understand me. I ended up just saying thank you for your time and hanging up.

 

Honestly, and I hate to make assumptions, but from their accents it sounds like their customer support is located somewhere in India. Perhaps I could keep calling and recalling until I get someone who understand me and I them.

Robsolf

Argh... I remember similar issues during beta that involved deleting a couple small files in a subfolder to "reset" it.  I don't have it installed where I'm at, so I can't be much more help.  Sorry!

ukforze

I feel for ya bud, i really do!

The customer support is one of the worst i've encountered, it's pathetically slow & yield little

sucess, the level of knowledge is shocking, as per usual with all companies they read from

a sheet with pathetic questions like "have you turned on your computer".

No matter how much detailed info you give them.

 

Additionally this was meant to be one of the best / most polished mmo launches, TBH this is as

buggy an average mmo launch, some ppl say SWG was bad but i've encountered a lot worse

SWTOR is another average mmo with under average custoemr support.

 

At least in SWG there was no 1-5hr QUES!!! along with thousands of ppl having connection issues

 

Sovrath

Hey op,

 

I had this EXACT same problem. Called CS and they tried a few things, couldn't help, forwarded me to someone else and they tried a few things, didnt' help and then forwarded me a link to make a ticket.

Since this was the weekend nothing happened.

However, the first time I ran the game and it started dowloading the assets I let it and still the issue. yesterday I did the same thing and even though it started at 10+ gigs, somewhere around 7 gigs to go (maybe) the game decided it had what it needed and the problem fixed itself.

In any case this is an issue that they are aware (per the person I spoke with). See if you can just let it download again and see what happens.

edit (you did a full install or just let the process run three times?)

Rosmariini

Definately the worst customer support I've seen. Thank god I havent had any really major problems

JerYnkFan

I had an account problem upon release.  I called into tech and the guy tried everything he could think of and then he transferred me to Tier 2.  That was a total disaster.  It's as if they didn't even have  a ticket system as the lady had no clue what the previous tech did and I could only understand like every 4th word from her.  I wound up hanging up and fixing the problem myself eventually.    I thought they were opening their customer support center in Ireland, but I definetly didn't get any Irish people during my call.

Zolgar

Originally posted by Sovrath

edit (you did a full install or just let the process run three times?)

I've done (well attempted anyways) 3 full (re)installs, and over the last few days I've justbeen letting it redownload English Assets 1 over and over while I sleep.

Puremallace

run cmd

ipconfig /release

ipconfig /renew

 

Thank me later

Sovrath

Originally posted by Zolgar

Originally posted by Sovrath

edit (you did a full install or just let the process run three times?)

I've done (well attempted anyways) 3 full (re)installs, and over the last few days I've justbeen letting it redownload English Assets 1 over and over while I sleep.

hmmm, all i know that the second time I did it it worked. Actually there was another time just after the patch but I stopped it as I just didn't want to leave my computer on all night that night.

When it worked I downloaded the patch, I downloaded some other file and then the 10+ gb. I just left it and later on started playing lotro for a bit. After an hour and a half after playing lotro  I toggled back to see where it was and the play button was there.

 

cheyane

I have always found more help from the technical forums of any game than from any support person based in another country. They were not that great even when they were based in the US.

Zolgar

Originally posted by Puremallace

run cmd

ipconfig /release

ipconfig /renew

 

Thank me later

I'll give it a go.

 

EDIT: Odd. It was at 4.5GB remaining when I turned it off this morning now it's at 3.25GB o.O Whatever I guess. I'll let it run and see what happens this time.

Fignar

Originally posted by ukforze

I feel for ya bud, i really do!

The customer support is one of the worst i've encountered, it's pathetically slow & yield little

sucess, the level of knowledge is shocking, as per usual with all companies they read from

a sheet with pathetic questions like "have you turned on your computer".

No matter how much detailed info you give them.

 

Additionally this was meant to be one of the best / most polished mmo launches, TBH this is as

buggy an average mmo launch, some ppl say SWG was bad but i've encountered a lot worse

SWTOR is another average mmo with under average custoemr support.

 

At least in SWG there was no 1-5hr QUES!!! along with thousands of ppl having connection issues

 

I remember the days when you had CSR's in chat on the launcher for SWG so if the in game issue was not answered quickly have a chat and they got it sorted. I see the in game chat option in SWTOR but it is unavailable. I've been waiting for 10 days now for a ticket to be answered  and no dice. Already cancelled one account and the second will be cancelled this week if my issue is not resolved by Friday.

Zolgar

Originally posted by Zolgar

Originally posted by Puremallace

run cmd

ipconfig /release

ipconfig /renew

 

Thank me later

I'll give it a go.

 

EDIT: Odd. It was at 4.5GB remaining when I turned it off this morning now it's at 3.25GB o.O Whatever I guess. I'll let it run and see what happens this time.

 

Well spank my ass and call me a bitch. It worked. o.O

 

It is such a simple solution. I didn't even have to uninstall then reinstall. It went through English Assets 1 again, then onto something small like Assets 27 I believe (or something like that) then the play button lit up.

 

Thanks tons.