"I'm a little worried" maybe I shouldn't be?

winterme

Long story short I have been back and forth to get shards I purchased put on my account. I sent all the info player id, screenshots, emails, etc to them in the ticket and even had a phone call.

The call was the worst thing I could have done. "Please send me a copy of the email we sent you" WHAT? you don't have a copy of this?" , " NO I don't have a copy of the email we sent you"
( screenshot )

I was told multiple times not to worry.... well nope not worried ANNOYED as anything

@EA I think you need to give your customer service team some SERIOUS star upgrades before letting them deal with the public because they CLEARLY have NO idea what they are doing.

The worst is I thought my "satisfactions" were important to them ( last line in screenshot ) clearly they weren't and I feel like I just got swept under the rug by EA.

Gotta work on this guys! I have heard WAY to many stories like this regarding the CS team you are using. ( and the key event..... NOT the strongest feature in the game atm


[img][/img]

Raenas

Dat grammar. Companies should realise that CS people actually have to be intelligent problem solvers, so not trying to skimp on this service and hire uneducated slowpokes for chump change.

EA_Jesse

Thanks for the feedback, I will be sharing this with our CS team directly so that we can deliver better support to our players.

Cleaner

Feels like they outsource not only their CS team to india, but much of the development team as well. I've gone through EA's website and well, it's far from anything that can be considered English.

Telaan

I sent in a ticket about missing arena tokens. I received a response with a link the CSR said would fix my issue in addition to 100 crystals for being a valued customer. The link was right back to the address for filing another ticket...he never even mentioned my specific issue, let alone address it, and I never received the 100 crystals.

Edannan

That's... kinda odd. My experience with customer service was exemplary. I selected the option to have an agent call me back in 10 minutes. He called back in 5. Got a pleasant guy who listened to my problem, and within 5 minutes had solved it. When I logged into the game, my stuff was in the inbox. Probably the best experience I ever had with customer service.

Telaan

I did the same thing the second time around for the same issue. The lady told me that because it was a mobile game it would have to be handled by a specialist and that I would be emailed by said person within 72 hours.

winterme

EA_Jesse wrote: »

Thanks for the feedback, I will be sharing this with our CS team directly so that we can deliver better support to our players.

Thank you! Looking forward to a reply!

Edannan wrote: »

That's... kinda odd. My experience with customer service was exemplary. I selected the option to have an agent call me back in 10 minutes. He called back in 5. Got a pleasant guy who listened to my problem, and within 5 minutes had solved it. When I logged into the game, my stuff was in the inbox. Probably the best experience I ever had with customer service.

I was told on the phone that they can't help with mobile, only console and pc so kudos!

Lot of mixed responses but my hats off to you that you had a pleasant experience!


The team @ cs doesn't seem to know the game which will result in major issues when we the players are trying to communicate

revengeoftheewok

At least you know it's a real person. "I gone through your issue".

winterme

@EA_Jesse @CG_AaronNemoyten

I am officially GIVING UP, throwing in the towel, I will no longer be submitting tickets when I have a LEGITIMATE issue.

This was the response after I had to RESUBMIT a ticket for some shards that I purchased ( not a big deal right? ) but apparently I am suppose to be screenshotting all of my purchases? WHO SCREENSHOTS EVERYTIME THEY BUY SHARDS? This is the craziest response I have ever seen. Obviously I don't screenshot when I buy shards.

After multiple emails / calls back and forth I thought it was resolved the resubmission of the ticket was only after a few weeks of not getting a response but now this? /shakeshead

This response was after the original response saying "Don't worry" well fix this

haplothepatryn91

You should just tell him you will look for the screenshot from your daily shards screenshots collection. Lol. Now seriously, I hope @EA_Jesse and @CG_AaronNemoyten could solve this continuous incompetence from the CS. For my experience, I would say letting Capital Games CS in charge would be a perfect solution.

winterme

haplothepatryn91 wrote: »

You should just tell him you will look for the screenshot from your daily shards screenshots collection. Lol. Now seriously, I hope @EA_Jesse and @CG_AaronNemoyten could solve this continuous incompetence from the CS. For my experience, I would say letting Capital Games CS in charge would be a perfect solution.

CS @ CG was always good to me. ( previous games ) It's not like im asking for anything huge but this is weeks of just utter incompetence. I mean I obviously spend money to play and just asking to receive what I am paying for.

Asking for a screenshot of when you made a shard purchase is just silly. I would love to know if anyone screenshots EVERYTHING they do in the game. Totally bizarre request.

Darivon

@winterme I'm sure they have sympathy with your issues but at the very least blur the names when you are already publicly posting private conversations. Seriously, that's a No-Go.

GuitarAce

@winterme
Sorry to hear about the runaround you're getting from CS. On a lighter note - is your username a Seinfeld reference?

jeremyj26

Did you contact the Capital Games people? Or EA?

winterme

Darivon wrote: »

@winterme I'm sure they have sympathy with your issues but at the very least blur the names when you are already publicly posting private conversations. Seriously, that's a No-Go.

Why would I blur out the cs person that helped me out? On either one?
If they are unable to help ( or even answer competently )YES I'm going to post the ticket.
When they will ask for an absurd request well I'll let cg know about it!

returnoftheewok

winterme wrote: »

Darivon wrote: »

@winterme I'm sure they have sympathy with your issues but at the very least blur the names when you are already publicly posting private conversations. Seriously, that's a No-Go.

Why would I blur out the cs person that helped me out? On either one?
If they are unable to help ( or even answer competently )YES I'm going to post the ticket.
When they will ask for an absurd request well I'll let cg know about it!

wow this is messed up. get a refund. im sure google/apple will refund you, ea/devs/admins of this site, get your act together. this is truly pathetic.

CptKloss

revengeoftheewok wrote: »

At least you know it's a real person. "I gone through your issue".

aha! conversely, it may be just a smart "humanize" option turned on.

cosmicturtle333

CptKloss wrote: »

revengeoftheewok wrote: »

At least you know it's a real person. "I gone through your issue".

aha! conversely, it may be just a smart "humanize" option turned on.

It's just poorly coded AI. EA needs to fix this bug asap.

JohnnySteelAlpha

This is my biggest complaint so far in the game and it's not even close. CS is horrible. I had a similar issue where I farmed 8 Dooku shards with about 800 gems - then the game froze and I had to restart the app. I had just got Dooku to 5* with those shards. When I came back in the shards were gone, Dooku was still 4*, and I had lost those gems. I sent in a CS ticket and without much response they closed it like 2 days later. No explanation, nothing. I'm going to send it in again as I want those shards, but with all the problems everyone is having it seems like a waste of time.

This is really the only thing that makes me think about not playing SW long-term. Stuff will go wrong over time in a game like this. That's expected and fine, but you need to be able to rectify this stuff somehow. Right now the CS effectively doesn't exist. Worst customer serve and experience level I'd gone though in years - really that I can remember. That's not hyperbole either - it's downright awful.

xJazzx

It's obvious they outsource the CS and gave these poor folks no ability to make adjustments to game accounts

winterme

xJazzx wrote: »

It's obvious they outsource the CS and gave these poor folks no ability to make adjustments to game accounts

Thats fine but they can't even field the issue to relay the proper information. It seems as if they didn't even read the previous case notes ( that took almost 3 weeks ) to see that all information that was requested was already there.

I just gave up

Wazlinski

Do you guys get the emails from google regarding purchases? Maybe get a refund using Google, which to me over several games and just under a thousand dollars worth in the past year has been very quick and professionally handled. Seems using the EA /game channels isn't working for some unfortunately.

Jaqen_Hghar

winterme wrote: »

xJazzx wrote: »

It's obvious they outsource the CS and gave these poor folks no ability to make adjustments to game accounts

Thats fine but they can't even field the issue to relay the proper information. It seems as if they didn't even read the previous case notes ( that took almost 3 weeks ) to see that all information that was requested was already there.

I just gave up

True. At the very least you gather more information, take your own notes (if necessary), and give the original ticket + the gathered information and escalate it to tier 2 or 3 which probably involves someone with more administrative privileges that can resolve the ticket by making changes to the users account.

Instead, it looks like they poorly gathered information, and didn't properly communicate the issue to tier 2 or 3. Either that, or tier 2 or 3 didn't bother reading it and decided to re-do the whole process while asking for tangible proof. BY tangible, I mean that they would print out the screenshot and touch it to tell if it was lying or not.

winterme

hate to bump my own thread... BUT....
I would just like to say while it took a WHILE to get resolved but in the end my satisfactions were important and they took care of the issue. ( with a little something extra for the wait )
I shouldn't have been worried.