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AzurePrower
Member UncommonPosts: 1,550
Get used to hearing that a million times if you ever phone customer support for SW:TOR.
Any one know if the USA customer support line has opening and closing hours and I'm just wasting my time sitting hours in the queue?
-Azure Prower
http://www.youtube.com/AzurePrower
Comments
No, it's just a very long queue. I waited 2.25 hours during prime evening time before my phone cut out. I called again just after midnight EST, and only waited about 1.75 hours. So they are open 24 hours, they're just ... slow.
On the plus side, once I got through, the agent was actually very quick, helpful and professional.
Last time I called, I got disconnected at 1hour, 59 minutes and 55 seconds on my Skype call to them.
(Tip for any one outside of USA, set yourself at USA and call them via Skype. It's free.)
-Azure Prower
http://www.youtube.com/AzurePrower
If they put you on hold, I would guess they are open. Although it probably takes a good 10 mins if not more per caller if not more, your wait is expected I think. It really depends on how big the support center is and no center is big enough to handle all callers at the same time
I can't imagine why so many people would need to call SWTOR customer service when early access hasn't even started yet..
Playing
Nothing
waiting for
The secret world
Played
WoW, DCU online, star wars: the old republic, city of heroes, city of villains, everquest, plenty more I'm probably forgetting or aren't worth noting.
A normal, free European Skype account can do that?
http://www.youtube.com/user/chopgr?feature=mhee
"The Heavens burned, the stars
cried out
And under the ashes of infinity,
Hope, scarred and bleeding,
breathed its last."
I'm completely sick of them, useless!
6 e-mails over 5 days to try to sort out a pre-order code problem. Finally rang them yesterday (on hold 56 minutes) to be asked to send some information in....... AGAIN and reassured it would be escalated. Sent it in immediately only to get a mail response asking me questions I'd already answered on the phone. (Oh and the code is actually provided by their UK distribution partner, GAME, who are hosting the London launch party).
Replied and confirmed I'd already answered these (browser type and version, had I cleared cookies/history, what error was I seeing etc), would they simply escalate it as promised and resolve the issue........no bloody response.
I've now been on hold with the helpline for 54 minutes waiting for this to be sorted (code not appearing on account history after redemption....which means until its solved, no early access invite). You can probably tell why I'm mad.
I got great customer assistance on Origins using the online chat. If that is available to you it can't hurt to try it. It was my first time actually using an online chat for help. Waited about 20 minutes. Was pleasantly surprised by how quick it was compared to waiting on the phone.
I've never had a bad experience with an EA rep personally. They are always eager to help and often if you treat them like a human being they have the ability to give you free games and such.
I do highly recommend trying their online help / chat feature. Much quicker than the phone for sure.
Full Sail University - Game Design
I have used email before to communicate problems with EA and I was very unhappy with it. The online game advisor via online chat sorted out my problems.
Hope you get your issue sorted.
When I cannot log into my account for the past week due to given a security question that isn't my own. It's kind of required.
-Azure Prower
http://www.youtube.com/AzurePrower
The forums/accounts have been down for almost a week anyway.....
When I cannot log into my account for the past week due to given a security question that isn't my own. It's kind of required.
The forums/accounts have been down for almost a week anyway.....
Yeah. I know that. Been posting on the forums about the issue until they went down.
I kind of want to log into my account so I can pre-load the SW:TOR client... you know?
-Azure Prower
http://www.youtube.com/AzurePrower
Thank you for the suggestion. Logged in to origin and when asked to select the game the enquiry was about, ToR only gives the option of e-mail and not live chat support
The rep I spoke to yesterday was very nice, sadly he didn't manage to get the issue fixed for me!
Well, now 1hr 32mins on hold..............
sounds like someones butthurt this game isnt tailored to them.
Apparently stating the truth in my sig is "trolling"
Sig typo fixed thanks to an observant stragen001.
Awesome. 1 hour and 45 minutes in. I finally got my very first human answer.
The person was very direct and very helpful. Managed to find out that one of my security questions had been changed whilst the answer was the same. Told me the answer to the incorrect question and I got back control of my account. Worth that wait I guess.
Edit: aaaand downloading. I is happy.
-Azure Prower
http://www.youtube.com/AzurePrower
Nice one AP, I'm at 1-47, so hopefully will get in quickly now
i think you're being very unrealistic and overly harsh. of COURSE you're going to hear that an awful lot right now. the game hasn't actually been up for the agents to level high enough to answer phones.
give them a few minutes to make it through the starter levels.
Bangs head on wall
I speak to an agent after 1 hour 57 minutes, she agrees it should have been escalated so will transfer me to the resolution team and........ back on hold again....
2 hours 40 minutes.......tiresome....
Cut off after 3 hours.
E-mailed support...for the 7th time.
Why do they make the customer feel they are unimportant and continually fail to deliver on promises. Maybe the IP is so important it removes the need to have a concern that a poor reputation for offering help to it's customers actually matters
If it means any thing. I got cut off at 2 hours waiting in queue the first time. Got bored waiting after 1 and a half hours the second time and finally got my call answered after 1 and a half hours the third time.
-Azure Prower
http://www.youtube.com/AzurePrower