Comments on customer service

[Alhanelem]

Get your account wrongfully banned or hacked and try to get it recovered,

I don't know anyone who's been "wrongfully" banned. I do know some people who have had to recover their accounts- it's not a fast or simple process, but that's not a fault of the customer service reps. Most of these people's interactions with them were pretty positive for the most part. The worst case was where a notary and photo of a drivers license were needed; That sucks, but Blizzard and other companies will ask you to do that too- it's not just an SE thing.

I've always felt SE has excellent customer service.

Now don't get me wrong, I think they're doing pretty good now- they've improved a ton over the last year or so. However, they weren't always as good as they are now. The first few years of the game in particular it was really hit or miss.

[GlobalVariable]

I keep hearing about people "bot popping" force spawn nms but noone has yet managed to explain to me exactly how that works lol.

There is a 3rd party method out there for automated trading of multiple items, which got adapted into being used to automate popping force pop NMs faster than a human could effectively "bot claiming" the ??? target. Its not really well known like bot claim tools for HNM are but as people find out about it I expect we'll get more and more posts saying someone that beat them to it was botting and how they get away with it because SE can't detect it blah blah just like what happened with HNM.

[Alhanelem]

If you feel the need to bot a ??? that has a 1 minute repop, you really need to get a life.

[Karbuncle]

I don't know anyone who's been "wrongfully" banned. I do know some people who have had to recover their accounts- it's not a fast or simple process, but that's not a fault of the customer service reps. Most of these people's interactions with them were pretty positive for the most part. The worst case was where a notary and photo of a drivers license were needed; That sucks, but Blizzard and other companies will ask you to do that too- it's not just an SE thing.

Well, Theres threads even here of people being wrongfully ban-hammered (if they aren't lying) and have been put through so much crap. I Can't vouch for their credibility, So its not a sound argument.

It isn't always about "the same old business practices". its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.

I understand there are some things that have to be done, but I think people aren't complaining about that, Its about the attitude of the people you speak too.

Personally i've not have a bad experience with on-the-phone reps, But i have experienced what felt like rude-as-heck GM Calls. :| There are two sides to each story, You may have had nothing but good experiences, but it does not deny some people have had very bad ones.

I to, do think they are improving their services, this website is a fact of that. But i also do not deny there are still (not to denote the entire company) some bad eggs/services.


Edit: Also, as a side note, Getting your account wrongfully banned and trying to get it unbanned, Is completely different from getting hacked and having to have it recovered. In hindsight i shouldn't have compared the two.

[Byrth]

I find that impression of SE customer service quality is inversely proportional to experience dealing with SE customer service. The people with the best impressions have dealt with them the least, etc.

I suspect you'll never get your mule back. I'd like to ask how much gil you tranferred to flag the autobanner though, as I have my gil spread out evenly across three characters (two accounts) right now and may someday want to consolidate it.

[GlobalVariable]

If you feel the need to bot a ??? that has a 1 minute repop, you really need to get a life.

Yeah, its pretty ridiculous what some people will do in this game.

its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.

I've had this happen. I was on hold for 3 hours once. I've been on hold 45 min+ multiple times. I have also gotten attitude from staff on phone. And I have repeatedly been lied to about getting a call back, or that another department can help me or than an issue is going to be taken care of and then admitted a moment later than nobody can do anything..ANYTHING to get me to go away. I've never had to talk to anybody about any banning so I can't really comment on that, but there is plenty of personal experience with bad representatives. I've had people admit to using 3rd party tools in open chat explain HOW to use said tool and nothing gets done. STF is useless. GM call is useless. Phone and live chat and email all useless passing me in circles or telling me to repeat the same action over and over.

And whats with fighting me on inputting the dang credit card anyway? Pretty much had to call back till I got a rep that wasn't going to insist I get a new card...Oh gee, look at that, magically that rep can do it when the 1st 5 said they "can't"!

[Rambus]

Well, Theres threads even here of people being wrongfully ban-hammered (if they aren't lying) and have been put through so much crap. I Can't vouch for their credibility, So its not a sound argument.

It isn't always about "the same old business practices". its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.

I understand there are some things that have to be done, but I think people aren't complaining about that, Its about the attitude of the people you speak too.

Personally i've not have a bad experience with on-the-phone reps, But i have experienced what felt like rude-as-heck GM Calls. :| There are two sides to each story, You may have had nothing but good experiences, but it does not deny some people have had very bad ones.

I to, do think they are improving their services, this website is a fact of that. But i also do not deny there are still (not to denote the entire company) some bad eggs/services.


Edit: Also, as a side note, Getting your account wrongfully banned and trying to get it unbanned, Is completely different from getting hacked and having to have it recovered. In hindsight i shouldn't have compared the two.

I do not think it was gil amount that flaged it, maybe 300k total? but i had a HUGE HUGE amount of trades i think i totled more then 50-100 items on each character for 3 charaters while making toolbags and stuff, trying to compress my scattered mess. It had something to do of using the ATU mog thing and not have 30 inv/ 50 safe on many characters.

I am posting again because i want to know why 3 months later it is not fixed and why I did not get a reply.

I was having problems on a different issue and I found it funny how the fellow players here help me fixed it when the SE rep said ' we can't do nothing'

[Alhanelem]

' we can't do nothing'

Quoted for pricelessness. Find the problem in the above sentence!

After 3 months what isn't fixed?

[Byrth]

Quoted for pricelessness. Find the problem in the above sentence!

After 3 months what isn't fixed?

His mule account that got banned because he was moving stuff around is still banned.

[Rambus]

His mule account that got banned because he was moving stuff around is still banned.

yep =/ byrth remembers ^^