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Trion - Best C.S. Experience I've Ever Had
So I got locked out of my Trion account because of an issue with my mobile authenticator (hadn't logged in for a while as well as gave my iPod to my partner, and when I borrowed it today it wouldn't sync with my account nor generate a new key). So I called customer support.
The woman I spoke to could speak English clearly. I understood every single word she said and she could understand me. This was an issue I always had in my WoW days (and quite recently with SWTOR), where I would call customer support and get someone who can hardly speak English (broken English with a VERY heavy accent) and/or could hardly understand what I was saying (this just happened most recently with SWTOR c.s.). I honestly expected to have to deal with the same sort of thing here, but to my great surprise, I didn't.
After she took my account information, she removed the authenticator, explained I could reapply it if I so choose, and then she apologized to me. This was odd because I thought it was my fault for not logging in for so long as well as giving my iPod away in the first place. But she apologized, and gave me 14 days of play time for my "inconvenience" (seeing I couldn't log in or get my key, and calling support, which was a grand total of 15 minutes is apparently an inconvenience o.O ). While 14 days isn't that long perhaps, I've never been given game time for any issues I've had (account, payment, otherwise) with any MMO, so I thought that was pretty righteous.
Anyways, I just thought I'd share this. It was an awesome experience for a support call as far as I'm concerned. Perhaps I was just lucky with Trion and/or unlocky with other companies (Bioware and to a lesser extent, Blizzard), but it was still cool none the less.
-Z
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Comments
Yeah I had the same exact issue, I got rid of my phone that had the mobile authenticator on it, called and the automated voice started, sounded lifelike enough, typed 2 on my phone to get to the account issues, and the same voice was talking to me, I guess they had the lady who recorded the messages on the phone as a customer service person as well. She sounded clear, and she helped me remove my authenticator in about 15 seconds, sent me an email and was super nice about it all, apologized to me too.
MMORPG COMPANIES TAKE NOTE, CUSTOMERS ENJOY GOOD CUSTOMER SERVICE
I no longer play rift but just a few weeks ago thought about trying the game again. I had previously downloaded, and used, the mobile authenticator on a old cell phone. I was unable to log into my account, basically the exact same story as the OP. I completely agree with the story and can say I had an identical experience. I also got the 2 weeks free (which I used to play for 2-3 hours and realise I wasn't going to resub). Also, when the game came out and there was rampant hacking, I had my account hacked. Trion reset my account, added 2 weeks free time, and sent me every preorder item (each retailer offered a different color weapon gem thing). Say what you want about Rift, but the customer support from Trion is second to none.
Im so happy to see a company actually taking CARE of their playerbase! More companies need to take note from what the OP said and what Trion is doing. Its only good buisness to have your players love you
"Question everything, even the existence of a god"
Trion is a good company that seems to care about the playerbase. To bad Rift is so generic feeling! Ya its polished ya it runs smooth , but just feels so damn generic.
here's a cut/paste post i made on this same topic. this is what happened to me:
i was hacked in Rift as well recently. i got two emails. one was a coin lock notification, and the second was a change of email on my account. i freeked out and called trion support and within a 5 minutes got a rep on the phone. told them i was hacked and she fixed it fast. they asked me security questions and we changed up my account info/email and pswd. said it would be up to 24 hours to rollback my charecters and was done in less then an hour. she gave me a free month of game time and apologized over and over. she stated there may be some issues in some of the third party addons and to run a virus scan. whole time on the phone was about 15 minutes including time waiting for a rep.
i was messin with a few addons the night before and am pretty sure it had something to do with the issues i had. trion gave me a free month game time and the best customer service experience i'd had in a game because i was click happy with addons. i love Trion!
I agree with them caring but I think it looks amazing, has detailed environments, and I actually can remember each of the areas, as opposed to other MMO's, where by the time I'm out I can't remember anything about the area.
Indeed great CS i remember they gave me the equivalant of 6 months free game time one for myself and upto 5 friends once upon cancelling my sub and leaving a survey, almost straight away i re-subbed and have now just bought the new priced yearly sub they got going.
I stopped playing just a few days ago and don't think the game is for me, but I can vouch for the CS - I sent a ticket about a few things and it was taken care of almost instantly.
ingame custommer support is superb too, issue? np make a ticket, watch it solved within 10 mins
most other companies will make you wait 1-5h.. then 20 mins talk about issue and then maybe they fix it..
I agree that the Trion CS is very good. When i got my copy, i didn't had a gametimecard at hand and also no CC.
So i called the CS, asking if they would enable my account for me to access the game with my 30 free days. The lady on the phone was absolutely nice, altough i called at a most unholy time right in the middle of the night. No problem at all, i would have even gone chatting with her for a little longer.
Don't get me started on the EA/Bioware CS though. When they introduced the new security level, i couldn't log into my beta-account anymore although the secret questions were answered alright. That guy on the hotline sounded sleepy and told me that it was a quiet night and i woke him up (!), then wanted me to mail a copy of my ID and such...to re-enable a beta account that was valid for a single weekend.
I read about that on the official forum, if i remember right they deleted that thread of yours. Guess the whole thing wasn't meant for the public or such.
I'm still curious how you got 6 x 1 month anyway? Was that some sort of unofficial promotion because you are producing great videos?
Hum.. Isn't blizzard WoW (US) CS based out of Autin Texas and Irvin CA? Just saying OP theres no need to make up stuff about other companies to support your point of view.
Don't think so, had bee subbed for 6 months and playing since Beta 1 not sure if they took the time spent with the game into consideration when deciding or what.
It might be based out of there I have no idea though. If so, perhaps when they have a ton of people calling in they redirect you sopmewhere else? I'm not making up anything to support my view, and Blizzard's CS wasn't nearly as bad as Bioware's (from my expreriences) but I did have some of the same issues (language barrier being the main one), albeit this was years ago. I'm sorry if complaining about my experiences with Blizzards CS offended you in any way.
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I had to call them once because after I updated my phone the auth stopped working. The guy I talked to sounded like he could easily live next door to me. His english was perfect and had an american accent. Made everything go very quick and was just about the best CS expirence I've had.
Good to see a customer service department actually providing customer service. Good on ya, Trion.
CS also goes beyond expectations. After the chariy event I didn't receive my title "The Insomniac" I casually mentioned this in a post wasn't mad or put out just said yeah didn't get mine either no big deal. Within half an hour I had a pm in my forum inbox from a cs on the forums letting me know how sorry they were and the next time I logged into game my title would be there. This went beyond any expectations I had as I had not really even raised it as an issue it was for charity afterall.
old news...trion is already known for its excellent CS.
But good to see a positive post on these forum once in a while tough.
probably i had the same thing, i desubbed after haivng subbed for quite a bit, played some more and the very cheap gamecards came along and well here i am, on 7 months of gametime where i only payed 3 of them at the standard rate.
Clicky for Rift trial
I agree. The game is very frigid and soulless
I only played Rift before launch and yes CS seemed pretty good.
When it comes to Nexon, i have open ticket since 17 september 2011 without any word from CS.
Companies should learn something.
Respect is the power.
I have reported several bots auto farming certain areas In Rift, getting a "thank you, we will look into this right away' email. I added the bots to my friend list just to see how great Rifts C.S. really is. Two months and counting and the same bots are still there doing the same thing. Skinning mobs in shimmersand over the moulds that spawn 4 wyverns doing the same repeated patterns over and over.
I have absolutely no faith in it's C,S outside swapping quest rewards out
I have never seen a bot in Rift. Played for 9 months. Not one. I know what a bot looks like. Saw it in Aion. Not saying you're making this up. I'm just saying my experience was completely different. My experience with the company has been completely different too. No interest in playing Rift anymore, but I will check out every game that they make because I am a fanboy of the company. I have no problem admitting that. They earned my loyalty.
I decided to give Rift a try again once my 30 days in TOR run out, saw the free weekend and was happy. PW? Hmmm. Decided to reset it, only to find out i chose some downright retarded secret questions, whose answers i simply couldn't think of. Now normally that would mean forget about the free weekend, cause no way their support can help you in time ...
Just for giggles i clicked on the link to account support in the automatic email, and lo and behold they have a local phone number with localized support thats up till 11PM ... wow, ok didn't expect that. Gave them a call and had to deal with the usual low quality voice connection that makes it hard to understand people, but the support person was speaking fine german and understanding me fine. She not only solved my problem under 5 minutes, she also apologized and gave me 14 days free playtime(though it was totally and obviously my fault).
So yeah, best CS i have ever seen and im not just saying that cause i just got bribed with 14 free days when i just expected to be able to play a weekend. Though getting bribed helped, im totally open to bribery.