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swtor Customer support is terible
Willyp76
Member Posts: 61
So its been about a week, since I've not been able to access my account on swtor.com because of there new security questions. I was never given a chance to provide an answer to; might I add. if there customer support is this bad now good luck when they release the game. I cant get anyone from swtor to respond to my emails.
Comments
Agreed its a joke at best ....
Um... call them?
We are currently only offering phone support for Security Questions and Answers regarding your Star Wars™ The Old Republic™ account. For all other questions, problems or concerns, you may contact us by Email or In-Game as noted below.
You can contact us via the following toll-free phone numbers:
USA: 1-855-GO-SWTOR (1-855-467-9867)
UK, Germany, France: +800 0246 9273 (+8000 BIOWARE)
For calls originating from countries not listed above, please call the following number: +442035642555 *
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I am having this same problem. I think they linked to what the website is going through. I have been able to get intp the site today but it keeps poping up the swtor is down message. I feel as if they are working on the problem.
Ummm, it's beta? There is no customer support, you aren't a customer you are a tester. If your stuff doesn't work, tough? that's part of testing, submit a bug report.
[Mod Edit]
Its like many of these threads. I have no doubt that these two have had bad service. But as a general rule, trends become known in the community as the community as a whole experiences different aspects of the game/company etc. I always take these kind of complaints as relatively isolated until a trend is seen. No company is perfect when it comes to customer service and until I hear more, I'll wait on judging.
Its like airlines. I had a bad experience on Delta, so everyone I tell, I tell them to avoid Delta, I know someone else who had a great flight and recommends it (fool). So it honestly comes down to individual user experience.
I self identify as a monkey.
I had no problems setting up the questions, Open up you beta client, log in, it should pop up a message saying youi need to setup the security questions > click link > set up sanswer > log into beta client again > prompt for an answer to one of your questions. done and done
The site is getting hammered so it is to be expected. Not excusing it, just clearing the air.
I went through the same issue, that you are having. Eventually, I got through, and it presented me with the new security questions to fill out. When I finished that, everything was fine.
Patience is a virtue my friend. You have not encountered the customer support yet, according to your post, so how you can determine whether or not it is good or bad is beyond me.
We are customers as users of the website. Account problems has nothing to do with the game itself, rather the website. I already posted the solution above. They have lines setup SPECIFICALLY for help with account question problems.
All you had to do was look on the site for the answer. I even posted it above to help those with less than astute detective skills.
Intel Core i7 2600k 4.8ghz
Asus P8P67 Pro
8GB Corsair 1600 DDR3
Diamond Radeon 7970 3GB
3x Dell U2412M 6048x1200
2x 1TB Samsung Spinpoint F3 [Raid 0]
Windows 7 Ultimate x64
dude you rock! I couldnt find a number, but unfortunetly there phones are to busy right now lol. thats the recording i got thanks for the help though
Read my post please. There is no need for you to call them.
It's 24/7 so I would wait till late tonight then call. Beta isnt for a few days so you've got time.
Intel Core i7 2600k 4.8ghz
Asus P8P67 Pro
8GB Corsair 1600 DDR3
Diamond Radeon 7970 3GB
3x Dell U2412M 6048x1200
2x 1TB Samsung Spinpoint F3 [Raid 0]
Windows 7 Ultimate x64
Edit: damn some people are fast :P ..or im just slow
If you know your username/pass but dint set the SQ's yet got here: log in and fill em out.
https://account.swtor.com/user/security-questions
if you lost youre password you need to call. its pre-release not on full account support yet, as you indicate you have trouble recovering due to the security questions I would call if I were you.
We are currently only offering phone support for Security Questions and Answers regarding your Star Wars™ The Old Republic™ account. For all other questions, problems or concerns, you may contact us by Email or In-Game as noted below.
Security Questions and Answers support includes:
Forgetting or needing help recovering your Security Question or Answer.
Changing or updating your Security Question or Answer.
Setting up or General questions regarding Security Question or Answer.
You can contact us via the following toll-free phone numbers:
USA: 1-855-GO-SWTOR (1-855-467-9867)
UK, Germany, France: +800 0246 9273 (+8000 BIOWARE)
For calls originating from countries not listed above, please call the following number: +442035642555 *
* Please note that you may be charged by your provider for making an international phone call, and charges may be based on the country from which you place the call. Customer support will be provided in English, French, and German only.
There is if you created answers previously and forgot them, as some of us have done.
Intel Core i7 2600k 4.8ghz
Asus P8P67 Pro
8GB Corsair 1600 DDR3
Diamond Radeon 7970 3GB
3x Dell U2412M 6048x1200
2x 1TB Samsung Spinpoint F3 [Raid 0]
Windows 7 Ultimate x64
Like Aurorus posted.. give them a call since they handle these issues by phone, that way you should get the help you need..
I went ahead and tried to log in a again and they popped up. I thought id give it a shot and whaat do you know it worked thanks man.
I called em last night, got right through. Great support, things would have been handled even easier had the website not been so clogged up that it kept dropping me (not the CS fault). CS was friendly and gave me everything I needed quickly. It was my own fault for forgetting how I entered the answers
Ahh, I see. I missed that part. Again, the site is being hammered, as I am sure the support lines are as well, so I would blame it on unforseen success (underestimated numbers of positive respondents to testing), as opposed to poor customer support.
Good luck with it though.
well never mind. updated security question and what do you know tried to log in and security question does not work lol
LOL try your email... They sent out emails explaining everything in detail and what to do. If you missed it, its you're own fault I recieved 2 emails within 4-5 days of eachother. Also if you had problems you had to CALL them because their email support is focused on BETA.
good point. I guess it will all come out in the wash.
I've been having a password issue. It won't let me change my password per their new policy, it just gives me errors.
I e-mailed support which is what it tells you to do if there is an error. The response I got was absurd, they told me to try again and if that didn't work, to create a new account. This far into beta? Hell no. They need to fix the problem.
So I called them. Clearly they've been outsourced, that is issue number one. Second issue is that no one seems to have a clue as to what to do. They told me that my problem would be escalated to that of a manager, telling me to e-mail in for a third time and that the manager on duty was waiting for the e-mail. I e-mailed immediately and never heard back.
Finally called them back again today, got the same guy on the phone who told me that he remembered me and my issue and that he was going to follow up with another manager, as he too was... a manager.
So, again another beta this weekend and I'll surely be missing it because no one over there knows how to give me a temporary password, or reset my password, or even try to figure out what the hell is wrong in the first place.
If I don't hear back by Monday (after missing yet another beta due to this issue), I'm cancelling my pre-order and not looking back. So far, they're not even bad, they're just a joke.
I'm locked out as well. I've been a huge suporter and fan of SWTOR since 2006 when I first learned of this BioWare MMO, and even I'm annoyed enough to say this account issue is F'n FAIL.