Howdy, Stranger!
It looks like you're new here. If you want to get involved, click one of these buttons!
Quick Links
Why does everyone talk badly about the customer service?
scaramoosh
Member Posts: 3,424
CSR's have always een fast to help me and been great! If im stuck and cant get out they help me within 10 mins and they always answer questions they are meant to.
TSR's spent 6 hours talking to me to get to the bottom of my Graphics corruption and found out my GPU died.
They've always been fast and helpful. Alot of people who hate them ask stupid questions about how to do something or quests etc etc. They arn't there for that, they are there to help you with gamebreaking things that stop you from playing properly. The forums are there for help with that stuff.
Alot of people are also rude and then complain about the response they get from them lol.
---------------------------------------------
Don't click here...no2
Comments
I can remember plenty of times where I was stuck and CSR's took a week to answer my ticket.
I can also remember my times stuck in the various forests in RotW, a CSR never answered my tickets and I had to figure out how to unstick myself.
Maybe now that the active population has died down they have more time to help customers out, that is possible...
(BTW I am never rude to CSR's, I worked in Customer service for a short stint and feel their pain)
--When you resubscribe to SWG, an 18 yearold Stripper finds Jesus, gives up stripping, and moves with a rolex reverend to Hawaii.
--In MMORPG's l007 is the opiate of the masses.
--The absence of evidence is not the evidence of absence!
--CCP could cut off an Eve player's fun bits, and that player would say that it was good CCP did that.
I dunno on Farstar i've always had a fast response
---------------------------------------------
Don't click here...no2
The common habbit of giving you a responce that doesn't fix the problem and at the same time closing your ticket so you can't respond without starting a new ticket and starting the whole sequence again probably doesn't help. Oh and the habbit of giving standardised respoces that don't actuelly have anything to do with the problem or oh the complete lack of knowledge that some of the CSR display about the game. Oh or for all the times I entered tickets with problems I never got a responce within 24 hours or .... I'd better stop there before I go on and on and on.
Really I can't see how anyone can defends SoE customer service in general, sure they have a few specific CSR that are helpfull and they also do ok with 'I'm stuck' tickets but in general for anything bigger then that they are by far the worst Customer Service I've encountered from a MMO company.
(Edit: I'm not rude to them either, not the guy you end up talking to fault that they are understafed or aren't required to know about the game)
They don't even read my tickets. I tell them I've verified my account, they tell me I need to verify my account. I tell them I've already done that, they tell me to do it again. We've gone back and forth at least ten times. It's at least 24 hours in between messages and they don't work on weekends.
So, I talk badly about them because they don't care and they're bad at their jobs.
A** Still Raw From Your Last SWG Subscription? Come join us at RLMMO.com
One of my friends characters spent 2 weeks trapped in the basement of our PA hall when a bug removed the elevator controls, at the time there was no unstick command and not a single csr offered to move her out.
I don't know what the Pop was on Farstar (I believe it's a European server?), but Where I had most of my problems was on Starsider, I do know it was the largest RP Server when I played...
So if Farstar has a smaller community it could be that or it could be the CSR's on American servers are more lazy:D
--When you resubscribe to SWG, an 18 yearold Stripper finds Jesus, gives up stripping, and moves with a rolex reverend to Hawaii.
--In MMORPG's l007 is the opiate of the masses.
--The absence of evidence is not the evidence of absence!
--CCP could cut off an Eve player's fun bits, and that player would say that it was good CCP did that.
eqnext.wikia.com
I think a bigger question to answer is:
Why do so many people require the help of CSRs in SWG?
If the game was well written, they would have one CSR who would feel like the Maytag Repairman. Instead we have people falling out the big tree on Kashyyyk or being stuck in the treehouse cloning center unable to move, disappearing items and credits, and entire cities that disappear because SOE could not be bothered to write a few more "if then" statements in their code that handles character deletions. Not to mention broken quests.
But to answer the OP's question: Haven't you seen some of the screenshots? OMG, there have been some attrocious examples of customer service. I will say though, that two out of three times I needed assistance they performed well. The third time was a canned response that had nothing to do with the problem, and when I resubmitted (once) I was threatened with a ban. And it's that third time that colors my view.
I realize I said I quit. I never said it was forever
Ah, thanks.
A** Still Raw From Your Last SWG Subscription? Come join us at RLMMO.com
Also, SOE does not empower their CSRs with any decision-making whatsoever. There should be a base level at which a CSR can make a decision, and any changes made by the CSR need to be logged as well. Right now, it seems like all a CSR can do is move you back to start if you get stuck. CSRs have not been given any go-ahead for anything when it comes to helping customers. For good customer service to be in place, the proper CS infrastructure has to be there, and it doesn't look like it is.
There's a sucker born every minute. - P.T. Barnum
Shayde - SWG (dead)
Proud member of the Cabal.
It sounds great, so great in fact, I pitty those who canceled
I don't like it when you say things. - A Vanguard fan who does too.
09f911029d74e35bd84156c5635688c0
First, vets remember the "great ticket wipe" when the game was so buggy and the CS staff was so far behind on answering tickets that their brilliant solution was "Um, let's just delete all tickets and ask the customer to start over."
Yeah, that leaves a real lasting impression of professionalism.
Then, you have all the CS responses that are cookie-cutter form responses that have little or nothing to do with the problem described in the original ticket. As a paying customer, I want to think the support rep took as much time reading my description of the issue as I did drafting it ... this is frequently not the impression one gets.
Most importantly for me, as a former technical support rep, too often the answers reveal a very poor knowledge of the game's mechanics on the part of the CS staff. They're not trained well, they're not managed well, they don't deliver consistent quality in the service that you're paying for.
Does this describe all of their CSR's? No. Far too many? Absolutely. In grading all areas of SWG on a pass/fail basis, customer support never graded as a Pass for me. Is its quality below the coding quality and management quality of the game? No, regrettably it's in the same sorry state as those.
yeah i got stuck in basement of a PA hall for 2 weeks (my 14 guild mates sent a ticket...) to it took them 10 working days to come and get me out and untill the next patch (1 week after) i was floor clipping... (meaning i would fall under the earth in specific areas where there used to be at some point in time a basement in that area.)
oh and its been 2 years since i placed my last ticket and its still pending.