My Horrible experience with SE Support and why it's causing me to leave..

[Arkista]

So your whole account was banned or just the character?

[AngryPanda]

Someone went to a website they shouldn't have...heuehuehu~~~ Seriously though...this is as an opportunity as as life lesson to stay away from phishing websites, and MOST IMPORTANTLY, get the authentication (phone app) the moment you started this game so you wouldn't have had to go through the experience you did. \O/ live and learn~

[Richard_Rahl]

It actually had nothing to do with going to a Web Site I shouldn't have...It was actually a really really old Guild Wars 1 ArenaNet account that got hacked. My problem was that I re-used the same username and password. Beside's, this isn't about the fact that the account was compromised. As I said, it happens, and it totally taught me to put an authenticator on a new game from day 1. What this is about is the fact they it took SE 54 days to get the account back to me, and now they're basically saying "*** you" If you want to go play with your friends, you'll have to pay me another $18 to do it.

[Keyblade]

This experiance just shows that SE dont really care about the people subbing to there game.
You would think this would warrent a responce but you can guarentee not a single community manager will appoligise for lack of support they give out.
I quit the game to and wont be coming back for quite some time after a number of support tickets ive raised get ignored and the ones that do get a repsonce SE go . Nope sorry we dont do that or we cant help you.
Absolute joke.....

[Makior72]

Someone went to a website they shouldn't have...heuehuehu~~~

I've said this before to people but in a far ruder way and gotten banned for it. I will say it now in a more appropriate manner since SE cares so much about the feelings of people on the forums. Plenty of people have been hacked without ever going to a phishing site. Many people use the same user name and password across multiple games. League of legends for example was hacked not to long ago and some account info may have been compromised. Anyone who uses the same username and password combo here could be at risk. Assuming someone went to a site they shouldn't have is plainly put, stupid. However what you say about the authenticator is absolutely true, always get one if you can especially if you can do it for free.

[Cikala]

I really feel for those this has happened to. I know if this ever happens to me, I'll be doing a chargeback on any subscription fees that cover the time I'm unable to access my account. You didn't get what you paid for, you have every right to file a chargeback. This is absolutely atrocious handling from a company that you pay for a service, and is not acceptable. As much as I'm loving this game, SE is really trying to push us all away.

[TrystWildkey]

I sympathize, but only up to a point.

If your phone breaks or is stolen, does your cell phone provider credit your account for the time you don't have a phone? If your tv is stolen, does your cable company credit you for the time you were unable to watch tv?

I'm not saying that it's right that they didn't credit you, just saying that it shouldn't really be expected, at least, not these days.

So basically because they took 54 days to complete a simple account restore are they are completely unwilling to work with me at all, they have just lost a subscriber for good. I can't see myself ever buying another SE game after the way they've treated me.

This could also be turned around the other way. "Just because a customer got his account hacked, he wants us to credit him for the time he couldn't play"

Again, I sympathize, but only up to a point. *shrug* Customer service isn't what it used to be, and probably never will be again. Corporations wring every dollar and cent they can out of customers. Customers are no longer a valued asset. This can be said for the majority of businesses today.

You certainly have the right to not do business with a company that you feel does not value your custom, I'm not arguing against that. But, I just don't think it has the effect you think it will.

[AnaviAnael]

Stuff like this is really getting old. (Not against you, Mr. Rahl, against SE.) Hopefully you get the same customer service feedback survey I got a few days ago, so you can check "Very Disappointed" with most of the categories like I did.

[AnimaAnimus]

I sympathize, but only up to a point.

If your phone breaks or is stolen, does your cell phone provider credit your account for the time you don't have a phone? If your tv is stolen, does your cable company credit you for the time you were unable to watch tv?

I'm not saying that it's right that they didn't credit you, just saying that it shouldn't really be expected, at least, not these days.

Actually if you inform your cable company promptly they will suspend service and you will not be charged. Been there done that.

Same with a lot of other companies. If your account is hacked and it is found by SE to have been so they should most definitely credit you for the time you were unable to play. Esp since it took them nearly 2 months and other companies can do it in a couple days. You would think they would eat one months sub fee to keep that fee coming in month after month after month.

[Yashnaheen]

Is SE support 3rd party? If it isn't they sure seem to run it like it is. No one knows what is going on, no one to transfer you to who does. You get the exact same complaints in Telecom where each center, team and phone rep have certain metrics they have to hit to get paid well. Giving you a refund won't get them paid well and won't make their boss happy. Getting you to hang up semi satisfied that they are working on it will get them paid. There is likely some legal BS in the ToS where they aren't responsible for lost time anyway.

I'm sure they are entirely capable of working something out with you about missed time you paid for. It's just better not to for the rep / team.