How to deal with certain actions from the Customer Support?
January 1, 2016 2:33PM
edited January 2016
Hello everyone,
this will be a rather lengthy and uninteresting post for many if not most players. However, some may find it interesting, if not entertaining and perhaps even illuminating regarding tickets/issues with CS.
I'm not even sure if the forum is the right tool to do this but I was advised by the CS itself to do so. I know, I'm not convinced by the CS itself but what else is there to do if the CS is being incompetent to act, read and communicate in an attractive language.
I know we are not supposed to show private conversations between staff so I'll do my best to deliver objective information and will refrain from quoting.
My main issue: I did not receive some content from a Bronzium pack (today from Chromium, too but I did not start a ticket yet for that)
Step #1: I contacted the CS confronting them with the issue and requested them to investigate the issue (perhaps fix the issue, which I doubt would be possible since that issue happened during the server lags few weeks ago where many things got rolled back instantly or after a restart). Ticket included my player ID, player name, ally code, level and device:
Step #2 (reply from CS): They needed my player ID
Step #3 (me contacting their live chat): Explained whole issue again and delivered my player ID again.
Step #4 (reply from CS: They needed my player ID to forward it to the specialists team.
Step #5 (me contacting them via email): Delivered my player id, name, ally code, level and device
Step #6 (reply from specialist): They needed to investigate it more than they (the specialist that contacted me) was able to. So he forwarded it to his contact in the developer studio:
Step #7 (reply from same specialist. He needed more information about my account and wanted my player ID but said it would be easier if I would contact them via the "help" feature of the game (pretty sure he meant the contact us feature since the help feature just gives us information about features of the game itself) and open a completely new ticket.
Step #8 ( me contacting the specialist via email): I made sure he wanted exactly what he posted and rephrased what he wanted from me. Also explaining him that the "help" feature does something else than what he wanted it to do for me. Further explaining the "contact us" feature in the game just forwards me to the EA help desk. I also emphasized that I've delivered my player id, ally code, name, level and device three times now and both player id and ally code are enough information to link it to one account to receive all information from their database. So I asked him which information he further needs.
Step #9 (reply from same specialist): Completely ignoring my post I was told that he found my player ID in one of my previous tickets and now escalated it to the developer studio.
Step #10 (reply from developer studio): Thanking for my patience and informing me that he escalated this problem to the specialists team. Yes, that place where I was coming from. He also requested me to not reply to this ticket since that would just get me out of the queue
Step #11 (reply from the specialist): -playing the middleman role- Telling me that the answer he got from developer studio was to not give a compensation. Reason behind that decision is that I've already received a compensation in another ticket. He also said (making him the good boi) that he has emphasized to the developer studio that the current ticket is completely unrelated to the ticket I apparently received compensation for. The reasoning behind that is that any compensation of any sort is unique and one-time only for every further ticket created wether those tickets are relating or not. *questions the meaning of life and CS at the moment*
Step #12 (I checked my previous ticket(s): Checking the ticket that was referenced in the current ticket where I apparently received a compensation I found just more disappointment. In that ticket I was told that the CS does not do any compensations at all and if I had problems with that I should post a thread on the forum or contact Apple/Google directly. So, the result of that ticket was that I actually dod not receive a compensation. While doing this I also noticed they deleted (or hid?) my original post in my current ticket.
Step #13 (me questioning life and the meaning - and now competence - of the CS and sending a reply to the current ticket how much I am disappointed): Transmitting my discontent and emphasizing them to read both tickets thoroughly again since I did not receive a compensation in the ticket they said I was supposed to.
Step #14 (reply from specialist): He already double checked and created a follow ticket to the developer studio making sure this is intended to not give compensation to a completely unrelated ticket and furthermore making sure I got a compensation despite the old ticket even stating that I will not receive a compensation. However, the developer studio completely blocked his request and said no compensation and that he must follow those instructions. With that said he apologized to me. At least this post was not a copy/paste and it looked like he was really sorry (the specialist that is).
Step #15: Doing this thread and once again questioning life and the meaning of a CS.
Some key notes:
- They asked me for my player ID 3 times in the same ticket despite it being transmitted in the original post. On top of that they did additional work to find my player ID in one of my past tickets - not posts of the existing ticket. Talk about competence.
- They needed to forward the issue 3 times. The last time being "forwarded" from *cough* experienced *cough* developer studio back to the specialists team.
- They went from "No compensations at all" in an old ticket to "One-time only compensation for all tickets create" in my current ticket. On top of that, I did not even receive that one-time only compensation. We are dealing with a CS that's having mood swings I guess.
- They either deleted or hid my original post from the current ticket.
- The CS (Customer, Support - I repeat: "Customer" Support") requests me (the customer) to post on the forum (which is mainly a discussion board between players) or directly contact Apple/Google (just the middleman, from their point of view "postman" between the customer and developer) if I'm unhappy with something in the game or need actual support.
- CS has a different definition of compensation. To be honest they have different definitions of many words like "CS". I think they do not even know what their task is based on my own tickets and from what other "customers" told me. May as well gift them a dictionary for christmas next year.
- Despite double checking in the database the specialist told me I got a compensation in my old ticket. And the last reply on old ticket explicitly says no compensations at all. So, they use a different database or inability to read/comprehend. You chose.
I did not intend to showcase the incompetence of the CS. My intention was/is to showcase the actions taken by the CS and results delivered in a span of 3 weeks (fine, holiday time and such but please. I have to work on holiday, too and that doesn't allow me to do a less qualified job).
@CG_AaronNemoyten @EA_Jesse and others from CG/EA that are on the forum (I don't even know the staff on the forum... A staff list thread would be appreciated): My request would be to use the same CS that CG is using for HoDA instead of the CS from the EA help desk. If that CS is actually directly from EA... well... you have my sympathy. While the CS from HoDA is not perfect either, it is at least better.
Also, I don't want to bug you guys about handling my ticket since you probably have more important things to do. But please, can you at least advise me what I could do next? I think many players would appreciate an advise on what to do when CS is... not doing what a CS should.
Create a new ticket?
Contact Apple/Google?
this will be a rather lengthy and uninteresting post for many if not most players. However, some may find it interesting, if not entertaining and perhaps even illuminating regarding tickets/issues with CS.
I'm not even sure if the forum is the right tool to do this but I was advised by the CS itself to do so. I know, I'm not convinced by the CS itself but what else is there to do if the CS is being incompetent to act, read and communicate in an attractive language.
I know we are not supposed to show private conversations between staff so I'll do my best to deliver objective information and will refrain from quoting.
My main issue: I did not receive some content from a Bronzium pack (today from Chromium, too but I did not start a ticket yet for that)
Step #1: I contacted the CS confronting them with the issue and requested them to investigate the issue (perhaps fix the issue, which I doubt would be possible since that issue happened during the server lags few weeks ago where many things got rolled back instantly or after a restart). Ticket included my player ID, player name, ally code, level and device:
Step #2 (reply from CS): They needed my player ID
Step #3 (me contacting their live chat): Explained whole issue again and delivered my player ID again.
Step #4 (reply from CS: They needed my player ID to forward it to the specialists team.
Step #5 (me contacting them via email): Delivered my player id, name, ally code, level and device
Step #6 (reply from specialist): They needed to investigate it more than they (the specialist that contacted me) was able to. So he forwarded it to his contact in the developer studio:
Step #7 (reply from same specialist. He needed more information about my account and wanted my player ID but said it would be easier if I would contact them via the "help" feature of the game (pretty sure he meant the contact us feature since the help feature just gives us information about features of the game itself) and open a completely new ticket.
Step #8 ( me contacting the specialist via email): I made sure he wanted exactly what he posted and rephrased what he wanted from me. Also explaining him that the "help" feature does something else than what he wanted it to do for me. Further explaining the "contact us" feature in the game just forwards me to the EA help desk. I also emphasized that I've delivered my player id, ally code, name, level and device three times now and both player id and ally code are enough information to link it to one account to receive all information from their database. So I asked him which information he further needs.
Step #9 (reply from same specialist): Completely ignoring my post I was told that he found my player ID in one of my previous tickets and now escalated it to the developer studio.
Step #10 (reply from developer studio): Thanking for my patience and informing me that he escalated this problem to the specialists team. Yes, that place where I was coming from. He also requested me to not reply to this ticket since that would just get me out of the queue
Step #11 (reply from the specialist): -playing the middleman role- Telling me that the answer he got from developer studio was to not give a compensation. Reason behind that decision is that I've already received a compensation in another ticket. He also said (making him the good boi) that he has emphasized to the developer studio that the current ticket is completely unrelated to the ticket I apparently received compensation for. The reasoning behind that is that any compensation of any sort is unique and one-time only for every further ticket created wether those tickets are relating or not. *questions the meaning of life and CS at the moment*
Step #12 (I checked my previous ticket(s): Checking the ticket that was referenced in the current ticket where I apparently received a compensation I found just more disappointment. In that ticket I was told that the CS does not do any compensations at all and if I had problems with that I should post a thread on the forum or contact Apple/Google directly. So, the result of that ticket was that I actually dod not receive a compensation. While doing this I also noticed they deleted (or hid?) my original post in my current ticket.
Step #13 (me questioning life and the meaning - and now competence - of the CS and sending a reply to the current ticket how much I am disappointed): Transmitting my discontent and emphasizing them to read both tickets thoroughly again since I did not receive a compensation in the ticket they said I was supposed to.
Step #14 (reply from specialist): He already double checked and created a follow ticket to the developer studio making sure this is intended to not give compensation to a completely unrelated ticket and furthermore making sure I got a compensation despite the old ticket even stating that I will not receive a compensation. However, the developer studio completely blocked his request and said no compensation and that he must follow those instructions. With that said he apologized to me. At least this post was not a copy/paste and it looked like he was really sorry (the specialist that is).
Step #15: Doing this thread and once again questioning life and the meaning of a CS.
Some key notes:
- They asked me for my player ID 3 times in the same ticket despite it being transmitted in the original post. On top of that they did additional work to find my player ID in one of my past tickets - not posts of the existing ticket. Talk about competence.
- They needed to forward the issue 3 times. The last time being "forwarded" from *cough* experienced *cough* developer studio back to the specialists team.
- They went from "No compensations at all" in an old ticket to "One-time only compensation for all tickets create" in my current ticket. On top of that, I did not even receive that one-time only compensation. We are dealing with a CS that's having mood swings I guess.
- They either deleted or hid my original post from the current ticket.
- The CS (Customer, Support - I repeat: "Customer" Support") requests me (the customer) to post on the forum (which is mainly a discussion board between players) or directly contact Apple/Google (just the middleman, from their point of view "postman" between the customer and developer) if I'm unhappy with something in the game or need actual support.
- CS has a different definition of compensation. To be honest they have different definitions of many words like "CS". I think they do not even know what their task is based on my own tickets and from what other "customers" told me. May as well gift them a dictionary for christmas next year.
- Despite double checking in the database the specialist told me I got a compensation in my old ticket. And the last reply on old ticket explicitly says no compensations at all. So, they use a different database or inability to read/comprehend. You chose.
I did not intend to showcase the incompetence of the CS. My intention was/is to showcase the actions taken by the CS and results delivered in a span of 3 weeks (fine, holiday time and such but please. I have to work on holiday, too and that doesn't allow me to do a less qualified job).
@CG_AaronNemoyten @EA_Jesse and others from CG/EA that are on the forum (I don't even know the staff on the forum... A staff list thread would be appreciated): My request would be to use the same CS that CG is using for HoDA instead of the CS from the EA help desk. If that CS is actually directly from EA... well... you have my sympathy. While the CS from HoDA is not perfect either, it is at least better.
Also, I don't want to bug you guys about handling my ticket since you probably have more important things to do. But please, can you at least advise me what I could do next? I think many players would appreciate an advise on what to do when CS is... not doing what a CS should.
Create a new ticket?
Contact Apple/Google?
0
Replies
After more than 2 years playing HoDA, I´ve never had a complaint from the CS. I actually was always attended by the same man. 100% competent, polite, pleasant, etc. Sometimes he gave me a compensation (when he considered he should) and sometimes not. But always ended up satisfied and grateful, just to having him taking care. So I can say CG´s CS is really good.
Now in SWGoH, I´ve just had 1 issue. Sent in a ticket and CS keep sending me the same copy/paste answer like three times. Tried to chat waiting for hours and no response. Tried the "call me" thing ant they didn´t call me. Then I opened a new ticket, typing in English (my first language is Spanish), hoping for a customized answer. And now they answer asking me if I´m sure to contact the specialist, because if I´m lying they could close my account, where btw I have invested like 7 or 8 hundred dollars. I think this is not the way to treat a customer.
Therefore, in line with what Dino says, the CS assured me that they can´t take any action of compensation, and need to escalate the case to the specialists, which make me guess what are they for? what´s their job then? Well, obviously they are able to take actions and give compensations, but they don´t seem like doing it.
In conclusion, it would be very positive for the game if CG´s CS could be in charge of SWGoH instead of EA´s CS. Please, consider this change, it is a step in the right way.
I'd much rather give CG a try.