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Your best Customer Service experience or favorite Customer Service Support?
chrisel
Member UncommonPosts: 990
It was my last experience with FunCom's customer service that insipred me to make this thread; I think people who works their asses off and solves our most needed problems for us, should get some credit for it. Therefore I hope this thread will be a tribute to your favorite Customer Service support or experience with one, as well as respecting other peoples stories.
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My ever best Customer Service experience started 30th of May, 2 weeks ago, and was closed today. It began when I decided to re-subscribe to one FunCom game; either Anarchy Online or Age of Conan. Since I have played FunCom games for many years, multiple accounts (for sons too) no need to say there were many password requests sendt by me. Which started my problems; I started to get "failed logins" on the account pages. I contacted chat support, which gave me advices almost immediately. FunCom's "live chat" is an incredible fast way of getting help. In fact, I have not experienced any faster & better way of getting help in MMO's. There might be, but they have been clouded from my sight so I leave it with that.
I have lots of accounts. We talk close to 10. Advices were given to me all from 'live chat' to detailed emails. All very professionally without any zig-zag & non-understandable nonsense. Thankfully. Well, I was able to reset one account, then I was blocked on one other. New problem was fixed, then suddenly previous account was blocked. I had very high activity on accounts (password changes), and I probably increased the problems by deciding to change them darn password for a 2nd time. (Hehe, I was prolly stretching their patience there...)
Nevertheless; Game Masters were helpful and nice all the way. I really feared they would be fed up with all my password resets, since I actually did them twice. After nearly daily email corresponding since 30th of May, the problems came to an end today. Full access to accounts! FunCom did also apologize for the slow process (which was actually not needed, but was very pleased to hear) as well as apologizing for an incident in the process. That incident was a demand from me in a complaint based on my principles as a customer; when I buy a product it is of high importance that the customer's service is good. I never buy anything from whoever or whatever if I feel they do not appreciate me as a customer.
In this case I would rate FunCom's customer service as "excellent". I have always been satisfied with them, but since 30th of May 2011, FunCom have shown themself as on the "top" in the MMO world when it comes to handling customers to me.
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Thank you FunCom!
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Now, whats YOUR story?
Make us care MORE about our faction & world pvp!
Comments
Overall I do not have a lot of experience with customer service and I am happy about that.
Anyway, the best customer service I experienced was in Age of Conan (Funcom) and Vanguard (SoE). In both cases some quests did not update properly and I had to ask GMs to fix this. In both cases they answered very promptly, were very nice and fixed the broken quests right away.
The worst CS experience I had in Warhammer: the game crashed, while some public reward loot was rolled and after logging back I could not take my share. I had waited like an hour just to be informed that currently they cannot help me, bla bal bla but they wish me good day.
Happy to hear you liked CSS from FunCom. Always been my favourite. I am no computer expert myself, but even though it might have been a small problem to solve 1 of my blocked logins, the whole process took over 2 weeks to solve. Imagine what THAT have taken in time, just by writing all the emails... I am mighty impressed!
I actually think it is cool that you had a good experience with SOE too; may I ask if this was long ago and was it complex to solve your issues?
Make us care MORE about our faction & world pvp!
I've had great success with NCSoft customer service. They are really the only services I've ever had to call (for whatever that is worth).
As far as in-game stuff, Vanguard easily. Getting a GM to help you out is always some fun event that ends with some sort of GM prog being run such as launching oyu and your group wayyyy into the air, turning you into chickens or frogs in the process. Fun stuff.
The best I've experienced have been Blizzard and Sony, can't say really contact CS very often. Bliz helped in a courteously and efficiently with a hacked account. All sorted with reinstated chars, items and cash (although they gave mean insane amount of all) within 2 weeks of first email.
Sony is an odd one, ingame help is kinda sucky due to the method but I've always have good outcomes.
Come to think of it all CS's in mmo's I've contacted regarding issues or queries have been pretty favourable in comparison to the service you get in rl.
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The person who is certain, and who claims divine warrant for his certainty, belongs now to the infancy of our species.
I also find Blizzard's CS great. A huge contributor to it's success.
Make us care MORE about our faction & world pvp!
The best customer service I have ever received is the service I never even know that I receive.
It was with funcom me playing AoC and my dad testing it.
I did know i would play for at least 1 year more and he probably only would try it out and step off playing it bcs of the to fast gameplay.
But for a weird reason instead of me having a 12 month sub and him a 1 month sub it was the opposite and i did an e-mail ot the CS and got an e-mail back and it was changed without any problem.
The CS from Mythic otherwise was as bad as that of GOA handling Daoc troubles was always a bad mess.
"Torquemada... do not implore him for compassion. Torquemada... do not beg him for forgiveness. Torquemada... do not ask him for mercy. Let's face it, you can't Torquemada anything!"
MWO Music Video - What does the Mech say: http://www.youtube.com/watch?v=FF6HYNqCDLI
Johnny Cash - The Man Comes Around: https://www.youtube.com/watch?v=Y0x2iwK0BKM
In game? DAOC, at the height of TOA. I used to run ML raids on Guin - a LOT of them. Invariably on ML 5 - a group or so of people would fall through the floor and get stuck (somehow) ALWAYS got a response in under a couple of minutes, and usually the GM would stick around long enough to make sure that everyone made it past the area in question.
I don't have quite as happy an experience with Blizzard - last year I got a 3 day ban on a Friday morning for 'exploiting the economy' I got the final email from Account Admin Monday night - stating that the ban had been overturned, and my record cleared - 12 hours after the ban expired ;P (although I kicked up enough fuss on the phone that I ended up getting a free month for my troubles)
NCSoft had great customer service every time I called them, people complain but every time I talked to a rep they helped me find the problem. I also became friends with one of the reps, his name is Ian and he is very nice. FunCom was also an awesome company in terms of service, but I will admit that my favorite company in MMOs atm is Square Enix because they are working so dilligently to make FFXIV an awesome game and it's costing them hundreds of thousands if not millions a month to keep going. It's a very commendable effort and I applaude them fully. In a way that is customer service cause they seek to make the players happier withtheir game, and they are taking a tremendous amount of suggestions from players as well.
This isn't my own experience, but a guy I know, when dealing with EVE Online customer support.
He have played EVE quite a bit before, and at times he get the urge to resubscribe, so this time he resubscribed both the accounts he have for a month.
What happened then was that he never actually logged in at all aparrently, he had other stuff to do.
Jump forward to after the time have run out on his accounts, he gets a mail from EVE customer support.
Because he hadn't actually logged in at all to his accounts during the activated time, they decided to refund for both accounts with the full amount for the month.
That is what I call customer support. Other companies would have just taken the money and laughed all the way to the bank.
I just came here to cry my heart out over all the nice stories.
*Tear*