Rezeak
07-08-2011, 06:34 AM
Ok i'm just putting out there
I know there are prolly other complaints like this but SE your customer surrport needs a large overaul and it's definitly not a issue of money because there are alot of pple that work that are losing you plently cause there not trained right.
Let me explain me and a few friends from my linkshell(Mostly NA) have contacted customer service to have them a) Hang up on them b) tell them there is nothing they can do, which is totally fine if that was the case.
After this every ls member that had a problem was eventually able to resolve it by speaking to someone else by repeatly phoning up till one person knew what to do the main point here is why isn't this being done the first time.
Either way i'm just pointing this out to you, you are paying people to say to your customers we can't help you and there nothing we can do when there acully is something they can do. Which in some cases mean they will not be able to reactivate an account and therefore costing you $150~ a year for that customer + w/e your paying that employee.
Now i'm not saying it's the employees fault but you really need make sure these people are trained or your gonna lose money it makes alot of sense.
If you had a way for customers to give feedback on every interaction we have with the surrport team it would help show who is just saying "we can't help" cause there not train/don't care enough to do there job or going that extra mile.
On a side note i do not understand why you ban someone from the game if the card bounce because a CC company refuses to pay cause it's suspicious because that is more of a issue between the CC company and the user not between SE and the user because when the user uses a different CC or the same CC with the same address as the account there should be no issue.
Btw suspicious for CC company is activating a mule btw (you shouldn't get banned for that)
I know there are prolly other complaints like this but SE your customer surrport needs a large overaul and it's definitly not a issue of money because there are alot of pple that work that are losing you plently cause there not trained right.
Let me explain me and a few friends from my linkshell(Mostly NA) have contacted customer service to have them a) Hang up on them b) tell them there is nothing they can do, which is totally fine if that was the case.
After this every ls member that had a problem was eventually able to resolve it by speaking to someone else by repeatly phoning up till one person knew what to do the main point here is why isn't this being done the first time.
Either way i'm just pointing this out to you, you are paying people to say to your customers we can't help you and there nothing we can do when there acully is something they can do. Which in some cases mean they will not be able to reactivate an account and therefore costing you $150~ a year for that customer + w/e your paying that employee.
Now i'm not saying it's the employees fault but you really need make sure these people are trained or your gonna lose money it makes alot of sense.
If you had a way for customers to give feedback on every interaction we have with the surrport team it would help show who is just saying "we can't help" cause there not train/don't care enough to do there job or going that extra mile.
On a side note i do not understand why you ban someone from the game if the card bounce because a CC company refuses to pay cause it's suspicious because that is more of a issue between the CC company and the user not between SE and the user because when the user uses a different CC or the same CC with the same address as the account there should be no issue.
Btw suspicious for CC company is activating a mule btw (you shouldn't get banned for that)