Home › Game Forums › TERA
Howdy, Stranger!
It looks like you're new here. If you want to get involved, click one of these buttons!
Quick Links
TERA Support Chat....
So I had to use TERA support chat tonight, because I wanted the second trial account tied to my account removed....
Surely with any game company, this would somehow become an adventure... right? Surely their head would explode, and I'd be in support ticket hell for a week?
Within 2 minutes this guy had it fixed, and had a sense of humor, and knew English. I am amazed. I am stunned. It must be 2012. Just wanted to share this incredible mini-story of overcoming the odds, and that apparently not all support in games is that bad.
Comments
and on other side.. i opened the ticket on arenanet regards on pre-purchasing the game question 3 days ago.. and i got no answer back.. :(maybe i am just one of millions that they dont bother..
Hey its only 3 days, i still got 2 tickets with nexon since oct of last year and i'm still getting my bi-weekly video. Wonder if i can sue them because it is cash related because it technicly would be false advertising. They had a thankgiving sale and i brought nx for the said sale. however i never got the some of award promised if you brought certain items. 6 month and still nothing -.- so that count as false advertisment?
sadly after having taken our $$$ (pre-purchase for GW2), we are forgotten (after sales service 1 out of 10), sadly it seems so familiar for the f2p games.
wow has millions of customers yet their support is far much better, whereas GW2 has at most 500k pre-purchase??
just my 2 cents
I had a similar positive experience with their support chat.
I had an issue where I applied a 2nd game (for the wife) and attached to my account accidently.
The rep had no issue understanding me, and resolved it rather quickly after verfiying our account and billing information.
Was rather pleased.
My friend bought the game from Gamestop the day before the open beta, and she recieved no beta keys from gamestop, she was very saddened until I told her to contact support.
Not only were they polite and funny, the resolved her issue giving her account full access and giving her the benefit of the doubt.
Talk about customer service!
lol thats fine. I bought Mass Effect 2 for xbox from Origin / EA and after 1 week of delay (chose 3 day shipping) i tried to cancel it 3 times over live chat and they couldnt cancel it because it was still in process... The game was shipped 1 month later. oh well... i just kept it and never dealing with EA again. Dont complain about ANET for 3 days. Thats nothing.
edit: fixed typo i meant ME2, not me3
You know, its REALLY rare for there to be a general acknowledgement of good customer service. I find it eerie and hope we don't jinx it. I've been hearing on other forums a lot of love for EME customer support. Didn't give it much thought. Well last night I was wondering why I didn't get buddy keys to give to a friend of mine I knew would love the game. (thankfully someone in the community helped him out).
So I do the same thing as the OP. And had the exact same result as the OP. You're like......OK I don't get it, this can't be real. Then they sent the follow up email to give them feedback, those are things I usually ignore but I took the time this time to compliment the guy who handled my case, he really deserved it and I was hoping to encourage that behavior lol.
It's actually not "nothing." It's bad customer service, no matter the degree. The guy was trying to give ANET his money, and they still hadn't gotten back to him after three days. Bad customer service is bad customer service. There is no grey area because it's all based on the perspective of the customer.
Now, En Masse obviously has it easier than ArenaNet because they aren't dealing with as high-profile or in-demand game, but AN still should have accounted for the infrastructure needed to service their potential customers.
^ I agree wit this guy. its sad that GW2 is the most hyped and they cant even offer satisfactory support let alone "good" support, they should have known they were short on staff.