What's wrong with the costumer service?

[Deleted]

Seriously, why are they so shit at CS?

I've had an issue with my class quest for almost 4 days now, and there's only been one reply to a ticket, which was a copy/paste respone with grammar fails, stating I should use the /stuck command if I was stuck. I've since then removed stuck from my next ticket, and at the same time I made a ticket on their CS forum, which is 3 days ago.

NO HELP HAS BEEN GIVEN AT ALL.

this is a complete joke. I can't get my last 2 companions, and I can't get all quests on hoth and after because of no class quests. I won't be able to maximize use of professions either, as I don't have enough companions to do so.

tl;dr
if you plan on ever relying on costumer service in swtor, don't buy the game. At least for now.

[vizzle]

Just wondering - what class?

[Deleted]

2 things really:

It's the holidays.
A lot of people need help since the game launched 8 days ago.

Just be patient, everyone wants in.

[Bayhas]

Or you could realize that the game just officially launched, has hit the million player mark, and you aren't the center of the universe. Be patient and stop being rude.. level an alt or find something else to do.

Stating something like "if you plan on ever relying on customer service" is a close-minded statement. I remember being on HOLD on the phone with Blizzard a year ago to the day and it taking four hours OF PHONE TIME for them to tell me my issue would take three weeks.

[Dakia]

Or you could realize that the game just officially launched, has hit the million player mark, and you aren't the center of the universe. Be patient and stop being rude.. level an alt or find something else to do.

Stating something like "if you plan on ever relying on customer service" is a close-minded statement. I remember being on HOLD on the phone with Blizzard a year ago to the day and it taking four hours OF PHONE TIME for them to tell me my issue would take three weeks.

Ah the joys of Blizzard customer service. They used to be the biggest joke in the gaming industry and have turned it around over the years.

[Pachurick]

I'm in the same boat as you... I have their Security Key on my iPhone, and last Monday 12/19 I updated my phone to the iOS 5, which reset my Security Key and no longer provides the code. It only asks for the serial number and such as if I never did the Setup...

I have used their on-site contact email twice, and personally emailed them once. No replies as of yet... 9days and waiting...

My GF and I decided to call in. She refuses to play without me...

Since 12/19 I have called in 6 times. I have been on hold for: 2 1/2 hours, 1 hour, 3 hours, 5 1/2 hours, 4 hours, and recently 48minutes (the phone abruptly end call.) My GF has also tried multiple times as well... Have yet to talk to any human/person...

I am no longer calling to fix my Security Key, but to cancel my account, I have not been able to play the game for the past 9 days...

[conscript]

This may be a silly response, but have you tried the Reset option on the quest? Not sure the exact nature of your problem, but I ran into an issue on my final class quest preventing completion when I was supposed to board an escape shuttle that wouldn't land. The ship stayed hovering 50 feet off the ground and only a blue door appeared on the ground that didn't work properly. I was pretty pissed off it wouldn't work and god knows how long the ticket would take. After writing my ticket the response thing recommended I click Reset and do the quest over. Worked like a charm. Not sure if that would help your issue or not, but worth a shot if you haven't tried it.

[Ragnarocket]

It's possible they just don't have a fix for it yet, sadly it may just take some time to get to you. They're completely swamped from what I've heard and experienced. I had an issue with my Security Questions and while I wasn't taken care of immediately I have to say that when they got to me it was taken care of quickly and efficiently and they were very nice about it.

A lot of people are having issues since it's a new game and there are a few bugs still out there that they didn't get fixed. Just have a little patience, maybe roll an alt or take a small break, and they'll get it fixed as soon as they can.

[Eldar45]

You realize there are probably tens of thousands of people having all kinds of different minor problems and are putting in tickets for them. You cannot possibly expect a GM to help you within hours or, at this point, even days.

Hell, even on WoW just a few months ago I had a minor problem with an achievement not being given to me for a raid boss kill, and it still took them a day to get to me, and this was about half way between 4.2 and 4.3.

This is the reason the first month is free, cause you might not be able to play much because of problems.

[Deleted]

I'm in the same boat as you... I have their Security Key on my iPhone, and last Monday 12/19 I updated my phone to the iOS 5, which reset my Security Key and no longer provides the code. It only asks for the serial number and such as if I never did the Setup...

I have used their on-site contact email twice, and personally emailed them once. No replies as of yet... 9days and waiting...

My GF and I decided to call in. She refuses to play without me...

Since 12/19 I have called in 6 times. I have been on hold for: 2 1/2 hours, 1 hour, 3 hours, 5 1/2 hours, 4 hours, and recently 48minutes (the phone abruptly end call.) My GF has also tried multiple times as well... Have yet to talk to any human/person...

I am no longer calling to fix my Security Key, but to cancel my account, I have not been able to play the game for the past 9 days...

seeing things like this makes me happy i didnt get it, they must of known being star wars was going to attract alot of players straight away especially with it being christmas i cant understand why they seem to have very little customer service available.

[Bayhas]

And just to note, they -just- fixed my Sith Warrior quest where Teeno kept keeping me from talking to the NPC to further my story... my LEVEL 7 QUEST. :P It's cool, I have two other toons about 15 now from it.

@Pachurick - I understand the frustration with it, however as I stated in my above post.. only a year ago Blizzard was the same way. Give them a little time.

Edit Note: So glad I've got an Android phone and updating my device doesn't do that Applie iOS crap. :P

[Pachurick]

2 things really:

It's the holidays.
A lot of people need help since the game launched 8 days ago.

Just be patient, everyone wants in.

SWTOR claims to have 24/7 Customer Support.
Blizzard has limited daytime Customer Support.

Blizzard's average wait time for calls: 43min
Swtor's average wait time for calls: ??? Have yet to answer phones ???

I have called at ALL different times of the day to catch someone. SWTOR Customer Service is "handicapped"...

[Hephaestux]

Since 12/19 I have called in 6 times. I have been on hold for: 2 1/2 hours, 1 hour, 3 hours, 5 1/2 hours, 4 hours, and recently 48minutes (the phone abruptly end call.) My GF has also tried multiple times as well... Have yet to talk to any human/person...
I am no longer calling to fix my Security Key, but to cancel my account, I have not been able to play the game for the past 9 days...

16 hours and 48 mins of total hold time? Think of how much money you could have made doing something productive instead lol

[Eldar45]

SWTOR claims to have 24/7 Customer Support.
Blizzard has limited daytime Customer Support.

Blizzard's average wait time for calls: 43min
Swtor's average wait time for calls: ??? Have yet to answer phones ???

I have called at ALL different times of the day to catch someone. SWTOR Customer Service is "handicapped"...

Blizzard launched their game seven years ago. Bioware just launched their game. Its the amount of traffic is the problem, not the support team.

[Pachurick]

16 hours and 48 mins of total hold time? Think of how much money you could have made doing something productive instead lol

I'd just call on skype and start playing WoW. Let the waiting music calm my nerves. :P

Blizzard launched their game seven years ago. Bioware just launched their game. Its the amount of traffic is the problem, not the support team.

For 5 1/2 hours though? Is this normal for most newly released games? If so, I guess I will wait it out for a while more.

Sorry, this has been a real upsetting topic for me.

[DeliciousTears]

The reason the first month is free is because you paid for the game and it's the industry standard. That said, they are probably swamped and a bit overwhelmed.

edit: indrusty - LOL

[mythallar]

Seriously, why are they so shit at CS?

I've had an issue with my class quest for almost 4 days now, and there's only been one reply to a ticket, which was a copy/paste respone with grammar fails, stating I should use the /stuck command if I was stuck. I've since then removed stuck from my next ticket, and at the same time I made a ticket on their CS forum, which is 3 days ago.

NO HELP HAS BEEN GIVEN AT ALL.

this is a complete joke. I can't get my last 2 companions, and I can't get all quests on hoth and after because of no class quests. I won't be able to maximize use of professions either, as I don't have enough companions to do so.

tl;dr
if you plan on ever relying on costumer service in swtor, don't buy the game. At least for now.

Well, I am unable to play TOR at all, their system ate my product code without registering the game ("unknown error"). I'm trying to contact support since 13th Dec, so its 15 days now. When I'm lucky they're sending me some generic response, unrelated to reported issue. When I'm not lucky I'm not getting response at all, tickets are just vanishing.

[Pachurick]

Well, I am unable to play TOR at all, their system ate my product code without registering the game ("unknown error"). I'm trying to contact support since 13th Dec, so its 15 days now. When I'm lucky they're sending me some generic response, unrelated to reported issue. When I'm not lucky I'm not getting response at all, tickets are just vanishing.

It makes me, feel better that I am not the only one unable to reach them for help...

I will most likely take the advice of most the posters here and just wait it out a week or so before I try to call again.

[britstud10]

I had troubles with my security key as well. I had upgraded my phone and was unable to carry over my security key so i couldnt log into the website let alone the game.

I first contacted customer service using the email function, never got a response. I then called the next day, and after an hours wait or so, i managed to get through to someone and asked them to cancel the security key on my account so that i could log into the game. I knew it was going to be a bad experience after i spent 10 minutes telling the person my email address and having to spell it twice for them. Once we got past my email address i explained the situation and the person told me that they couldnt cancel the security key on my account, instead they had to cancel my account altogether. the person said that they couldnt do it but that he would escalate this up and that once it was escalated i would get an email with all the relevant information. 5 days later i still had no email, so i called again, 1 and a half hours on hold, spoke to someone different (no email issues this time) and they had no issues taking the security key off my account.

So all in all after 7 or 8 days without being able to play the game i was finally able to log in last night! Im just crossing my fingers that i do not have to call customer service again.

[philefluxx]

I remember when you used to wait for a patch to resolve an issue, calling customer service was unheard of.


I guess Blizzard not only set the bar for MMORPG's but customer service as well.....

Also people having issues with security keys and account lockouts can get them resolved via the twitter feed. Hope that helps.