I opened this thread for people to understand what a customer has gone through and maybe get a few laughs while they wait endlessly for someone, anyone, to actually help them with their problem. I have have never dealt with anything close to this ridiculous before... I actually sent Blizzard a thank you letter after all this because it made me realize how good of a job they actually do.
December 30th - After switching from an alt, I notice my main character is no longer on my character list. I close and reload the program, still missing. I try adding and removing a character, still not working. So I open my first ticket.
January 2nd - Still no response for this major of a problem. I decide to call customer support, and this is the first time I hear about my ticket being "elevated".
January 3rd - Still no response, so I open a second ticket.
January 3rd - A live agent contacts me and says they are working on the problem and I will be contacted later that day.
January 4th - Both tickets given generic "thanks for bug report" treatment and closed. Yes both tickets closed.
January 4th - I immediately call customer support and open 5 more tickets, hoping that would get someones attention.
January 5th - I again call customer support and demand a supervisor, after speaking to several people telling me they cannot handle game issues over the phone, I finally get someone to help me, he tells me he promises I will be contacted online and helped.
January 5th - Character finally restored.
January 6th - After spending hours and hours leveling treasure hunting to 400, my crew skill magically disappears. Because of the well known phantom 4th crew skill bug, I am hoping that this bug would be fixed by restarting the program. It does not and I reluctantly open a new ticket, knowing full well that I am in store for hours of headache and pain.
January 7th - I again call customer support, as it is very hard to gear and level when one of the crew skill you use to gear your character is not available... Again I am told to be patient and someone will help me.
January 8th - Ticket closed. Generic response given. New ticket put in.
January 9th - I call again and am told that this will be escalated immediately. I put in a new ticket summarizing the events.
January 10th - 2nd and 3rd ticket both closed. Severely frustrated I call customer support and ask for a supervisor. I get someone who says they are from Bioware, and that they are escalating my ticket to "level 7" and that I should go wait in game because I will be contacted very shortly.
January 10th - After 3 hours of staring at my computer screen, and putting in 2 more tickets hoping that might get someones attention, I decide to call customer support again. After explaining my situation to the person for about 10 minutes, he tells me he is transferring me to someone that can help me. After 5 minutes of being on hold, someone starts speaking German. I explain that Im an English speaker and in broken English he asks me for my info. I try and explain that I was told I was being transferred to someone who could help me with my problem, but all he says is that they cant fix in game issues over the phone. Frustrated I hang up and try calling again. This time I, I explain what just happened, am put on hold, and then hung up on while holding...
January 11th - I call again, and again am transferred to someone who says they are from Bioware. He tells me about this same "level 7" escalation. He says to open a follow up ticket and that he will mark it. I do so, but after several more hours nothing happens.
January 11th - I open about 10 tickets, hoping that someone will notice and help me. I finally get an in game agent who asks me what ticket I need help with. I explain the situation and point him to the original ticket and my follow up ticket. He says "thank you for reporting the issue, please refer to the forum and patch notes for further information" and closes the chat.
January 11th - I now have a decision to make. Deal with these ridiculous problems and never hope for any form of support, or just stop playing this game. These are not the only problems I have had. From items missing, mail never being delivered, and buying stuff off the GTM without ever receiving them, the problems have been numerous.
I hope I am the only one that has had to deal with such a nightmare, but judging from the posts on this forum I highly doubt it. I wish you all luck...
Farbod
-Killer of all Droids