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Is the support still meh?
Calden
Member Posts: 22
Hello all,
I tried the game back at launch, however due to some hacking of my account (no idea how this happened... Never used any crap like RMT or bots or whatever... at least I haven't gotten hacked in any other games that I play) and fighting with the support through mail, chat and phone (even sent picture of my driver license + newspaper) and never getting anything done, I had decided the game wasn't worth it (that and the fact that I was among the top level of my server when this happened ... in a hardcore & competitive guild ... needless to say that 1 day offline was huge, 1 week I was already kicked from the guild).
Now I've had some friends try out the game and tell me it was a great game and all... So I tried to come back, account still suspended hm ok... I contacted support by mail, they can't do anything. Went with live support, they told me that they escalated my request to whomever is in charge of dealing with it and I would receive a mail, however they couldn't tell me how long it would take.
With my big trust in their support ( I'd say on a scale of 1 to 10, my trust is definitely below 0 ), I started to look around to maybe simply buy another copy of the game if they decided to make some special like 10 bucks for the upcoming of the expansion (it's 20$ actually... not too bad). However, by looking around I realized that my main account was actually a Collector Edition.
Wait a minute.
Buying the game again might be the best way to get to play again... However, I am definitely not buying another CE edition for sure. This also made me think a bit, do I want to play this game that gave me the worst customer support experience I've had ever experienced (and I've played my share of MMOs...) ?
So I decided to simply ask here... How is the support nowadays ? What are the chances that my case will simply be "forgotten/lost" again ? I remember when I got hacked that a bunch of people did too... Are there still mass of hacks going on ? Also, did you ever have to contact support for anything beside account suspension, how was it ?
Thanks!
Comments
From what I heard support is not too bad now. If you want contact them and see. If you contact them over email expect a few days of trading emails like any MMO. Calling them might be faster.
if u were top and raiding at the time u were hacked , why did u stoped bothering with the customer support? , i would rain death if needed to recover my account....
now my 2nd question is HOW U GET HACKED in the 1 place? SE has one time passwrod , that u can download free on smarthphone or token.
and the most important thing , if u give me your SE login and pass now , i cant do 1$!$$ with that , because in order to log from my PC i need acess to your mail , because everytime u log from another IP SE blocks the account and send u a mail asking your to log in and change your password (gw2 uses that too )
so u had a huge hack going on....or u arent telling all the truth...
I did expect this kind of reaction, however I am here to get insight about how the support is right now... Not so much to discuss about my bad experience back then.
However I will try to answer your questions. I stopped bothering because I was already wayy behind in the scene (according to a few guildies, due to multiple reset of the servers resetting weekly tokens limit, my friends had accumulated 2 months worth of gear). At this point there was simply no way I could catch up.
I have no idea how I have been hacked, however we were definitely many back then to have been. As far as the SE Token goes, I do not recall having a functioning SE Token back then. Nor any e-mail to "allow" my IP like some other games do (However it did happen today when I tried to log in, so I think this must have been added after my ban).
In terms of recovering an account, it's quite simple and easy at the moment. I've had several friends do this without any problems recently (and did it for one of my accounts, as well). However, there are stories out there that are also true in that people were having a hard time understanding Square's systems (and my personal experience of support a few years ago wasn't the best, but it also wasn't a pain for someone with other things to do). The systems they have in place are hard to understand for western players for some reason; they definitely are more complex and harder to deal with than most western companies. I keep on getting told by my Japanese friends that it's really simple to understand and use whenever I mention needless complexities, so I guess it's just a culture thing more than anything. I guess it's just we're either too lazy / our brains are wired different to understand or that we're just used to companies clamoring to get us in and stay.
There was an article by Yoshi-P explaining some processes of the account setup and management. He said that many companies actually bend or break laws with their systems to be able to make them so user friendly (according to Square's lawyers when he asked them if the game could do some of the things others are). Not sure if it's Japan laws or international, as I didn't further investigate (aside from also noting that this is why U.S. players cannot purchase more than six months of game time at a time, as it's supposedly against the law for a company to allow this in the United States; European players are/were allowed to purchase however much they want, though). However, it was not a risk the lawyers were willing to take as a whole.
That said, the game does go on sale from time to time -- collector's edition included -- so you could always wait for that. In addition, there is the collector's edition of Heavensward that also includes the base game, if I recall. Might want to look into that (verify it does this) before buying if that's the route you go.
Rewarding the company for sucking, with the thought in the back of your mind that they could do it again.
I dont see what the problem is either, oh wait..
Still crap,they have never learned how to North Americanize their support.You can phone which should do the trick but that is a very costly long distance call if you don't have an account for unlimited LD calling.
A major problem i have is their standards for support.I have had some real tough times but then sometimes a thief can get access to your account with very little trouble.It should be VERY simple using your registered phone number.If a call comes in from your number,it should be auto fix time,if not then it should be reported as possible theft that is if they give a crap.
Even if you are willing to jump through hoops,it was very obvious to me that they either make you wait 30 days or just don't give a crap and get around to it when they feel like it,taking 30 days.The ONLY positive is that when you call via phone support,you usually get an English speaking person who has some common sense,i mean USUALLY but there is that one odd jerk off that gives you a hard time.So i had to hang up and call again to make sure i got someone with common sense.
I love when support insists on a zip code,ASS U ming everyone lives in the USA .I guess standards for support hiring are pretty low on the IQ chart.You give them your postal code and dude insists on a zip code,you just shake your head and file that support guy under idiot.
Never forget 3 mile Island and never trust a government official or company spokesman.