GMs setting a new standard of quality.

**terrahero** · 2012-02-22, 06:11 PM

About a month ago we did a KP run, gloves dropped for a BH but those two were so busy to descide who should get it (both insisted the other would benefit more from it :P) that it fell to default (loot timer ran out). So then only the Op leader could loot it and not trade.
She made a ticket right away to ask for it to be given to one of the BHs.

Now, a month later, she got a reply:

"i have been unable to verify the reported item as having been looted within the timeframe that would make it elegible for transfer. As such, I am unable to transfer the item at this time."

Seriously, i aint even mad. I laughed so hard when i saw this.

**Dakia** · 2012-02-22, 06:17 PM

That stinks. I love the game, but I'll be the first to admit that their ticket responses have been seriously lacking.

This is one of the things that I think will get better with time. I know that Blizzard didn't expect the level of interest that they received at launch and their customer support showed it. Hopefully, this is something that BW really works to improve upon.

**Karshtakavaar** · 2012-02-22, 06:35 PM

I've actually found that as the game has been out, the time it takes to get a response has been getting longer and longer. But, that's kind of to be expected, as the longer the game is out, the more people are playing, and therefore there are more ticket submissions.

What bothers me more, is that I usually end up with some auto-reply BS, that half the time doesn't actually answer my question, or solve my issue.

**vizzle** · 2012-02-22, 06:39 PM

I can't let go of the suspicion that a lot of the GMs are Chinese/Indian workers that have no power and are just there to answer tickets for the sake of answering them.

**Dakia** · 2012-02-22, 06:42 PM

Originally Posted by vizzle

I can't let go of the suspicion that a lot of the GMs are Chinese/Indian workers that have no power and are just there to answer tickets for the sake of answering them.

I wouldn't put it past them. Calling India, I have nothing against Indians mind you, was one of the major reasons that I finally decided to just build my own PCs. I got tired of dealing with outsourced support from overseas.

**Lathais** · 2012-02-22, 06:50 PM

A friend and guildmate of mine actually had to call CS the other day when Cox users in the Vegas area were having connectivity issues. He got through to a person relatively quickly, 15-30 minutes, and the person spoke good english. He did have a thick accent but was easy to understand and as helpful as he could be, which was not at all because the problem wasn't on their end.

**Nihilim** · 2012-02-22, 06:59 PM

Every time I've opened a ticket I've gotten a reply within a day and all my issues have been resolved. Now, however, my ticket has been open for a week after I accidentally bought heavy armor BM boots and pants instead of medium armor.

It's pissing me off.

**Slugfest** · 2012-02-22, 07:01 PM

Originally Posted by vizzle

I can't let go of the suspicion that a lot of the GMs are Chinese/Indian workers that have no power and are just there to answer tickets for the sake of answering them.

I don't think your far off the mark.

I submitted a ticket once because 2 of the 4 groups of Rakati leaders in the H Belsavis quest Strengthening The Chain keep evading out, leaving the remaining two groups being spawn camped for a very long time (especially during peak hours). A rep actually spoke to me in-game a couple days later. Well, during our conversation he asked me (despite the broken English typing he employed):

"What do you mean, 'the mobs are EVADING out?'"

I had to struggle to not immediately respond with "you don't play MMO's at all, much less SWTOR, do you?" Instead, I very patiently explained what happens when a mob evades and what was happening as a result, despite the fact that ALL of this had already been explained in my original ticket. I got the usual canned response of "I will forward this to the appropriate people for investigation." Thankfully, I stopped doing the Belsavis dailies not too long after that since I had obtained my Rakati implant and earpiece and now just do the Ilum dailies to supplement my income and slowly save commendations to get the Longsupr Blaze. All the same, I have to wonder if that quest will ever get fixed on my particular server.

**SoCal** · 2012-02-22, 07:08 PM

Originally Posted by Nihilim

I accidentally bought heavy armor BM boots and pants instead of medium armor.

I did this, I just ate the loss... pulled the mods and figured I made the mistake.

**Vexies** · 2012-02-22, 07:23 PM

Every time I've opened a ticket I've gotten a reply within a day and all my issues have been resolved. Now, however, my ticket has been open for a week after I accidentally bought heavy armor BM boots and pants instead of medium armor.

It's pissing me off.

It will take about two weeks for this to be resolved. Two guildies of mine did the exact same thing. Both got the item refunded for the correct one but it took exactly that long for both.

**Darsithis** · 2012-02-22, 07:23 PM

Yeah their support is far from the best. Accidentally lost the class-line quest for Inquisitor to meet Lord Zash on Dromund Kaas and they said "too bad". :P

**Sumatran** · 2012-02-22, 08:23 PM

Yeah its god awful.

I had this little gem

On Sat, Feb 4, 2012 at 9:49 PM, Star Wars: The Old Republic Customer Service <support@swtor.com> wrote:

Greetings Veratul,

I am Protocol Droid W6-F6 of Human-Cyborg Relations.

I have received your transmission regarding unable to take the "The Path of a Jedi" quest.

We would like to apologize for any inconvenience this may have caused.

Unfortunately, your message did not contain enough information for us to ascertain the nature of the problem that you have encountered.

Please could you reply to this email and include some more specific information on the issue that prompted you to contact us?

Location your character was in when the problem occurred:

Server -- Kinrath Spider
Planet -- Tython
Zone -- Jedi Temple

Some additional information about your character:

Character Name -- Mokro
Class -- Jedi Consular
Level -- 5

I have no quest items in my bag, and no buffs on. All I was trying to do is go into my story zone, and then nothing happens. I am supposed to load into a dialog but I load into the room, and I cannot talk to the quest giver.

I got an email last night saying that they cant fix the problem and I should just reroll since I was only level 5. I shit you not. The official response was to delete my character and try again...

**Hellfury** · 2012-02-22, 08:40 PM

2 days ago I got stuck on the walls doing the H4 "lights out" my /stuck didnt worked and had fleet pass and quick travel on CD.

I made the thicket, got a answear fast of those asking if I was avaible for answear, ofc I answeard asap since I was there stuck doing nothing, the guy never replied back took 1hour to get the reply back, when he replied back my quick travel was obviously out of CD.

This isnt the end of it, the GM keep asking me to log off for 10mins I told him 10times It was fine already, the guy was stuburn and stupid, then logged me off and when I loged back in I was in a medcenter.

I was like wtf

**Mandible** · 2012-02-22, 09:44 PM

Originally Posted by Karshtakavaar

I've actually found that as the game has been out, the time it takes to get a response has been getting longer and longer. But, that's kind of to be expected, as the longer the game is out, the more people are playing, and therefore there are more ticket submissions.

What bothers me more, is that I usually end up with some auto-reply BS, that half the time doesn't actually answer my question, or solve my issue.

Pretty much this - last two tickets I got I experienced the usual "wow gm" sensation of dumb replies, or "we cant give you this answer due to game play" (asked if the companion could use a "needs light III" item or not).

**Fleshcrawl** · 2012-02-22, 09:46 PM

I can say in past 3 weeks, they were extremely fast. In worst case I had to wait 10min for responce.

**Roose** · 2012-02-22, 09:48 PM

Worst customer service I have ever been in contact with. They lost countless subs to their CS alone. What a joke.

**Profyrion** · 2012-02-22, 09:51 PM

It's clear the people responding to tickets have very little training and no experience with MMOs.

Is Bioware even hiring for Customer Support, or is the entire operation outsourced?

Edit: Found them. http://www.bioware.com/careers/galway%2C-ireland

All the CS positions are in Ireland.

**ZeroWashu** · 2012-02-22, 10:03 PM

Reminds me of the bad purchase I made from a vendor for a badge item, over a week later I get a reply wanting exact details of what I "lost" and such, even those those were all in the ticket. Never did get it fixed, after half a dozen replies back and forth they closed the ticket.

**Vrachara** · 2012-02-22, 10:42 PM

Not really surprised, if there's one thing EA's bad at (there's actually a few things, like, pretty much everything other than handing over cash to developers and I'm not sure how great they are at that either), it's Customer Service.

**Vargas** · 2012-02-22, 10:50 PM

Originally Posted by Roose

Worst customer service I have ever been in contact with. They lost countless subs to their CS alone. What a joke.

By countless you mean, what, 20-ish? No one cares.

BioWare is a corporation. A corporation run by people, not machines. They take time and they make mistakes, just like YOU do. Gamers like this really need to take a step back and realize that life doesn't revolve around them and their problems are no more pressing or important than anyone else. If you can't handle that, than by all means start your own company and show them up.

Blizzard's customer service sucked when WoW came out because they didn't expect so much interest in the game; its the same situation with SWTOR with nearly 2 million users. It will get better, don't be so damn impatient.

Thread: GMs setting a new standard of quality.

Thread Tools

GMs setting a new standard of quality.

Posting Permissions