Good Customer Support Experience

[Andaeron]

I work in retail, and I know what it's like to both be dumped on for things out of my control and also rarely get deserved credit for doing a good job when it comes to customer service, so I just wanted to point out a good interaction I just had.

Long story short, my girlfriend's account was hacked and banned for RMT shouts (within 25 hours of the report, if you can believe it!). Blah, blah, no authenticator, same password as her email, every rookie mistake she could make- I've since helped her rectify her errors, so no need to comment on this.

So I was on hold for just under an hour, and I got Kevin. He was very polite, professional, and didn't mind that he wasn't speaking to my girlfriend since I'm more versed in MMO account management than her. We went over the issue, gave him all the details he needed and he explained how the escalation process works. Seriously, this dude deserves a gold star. Thank you, Kevin!

[Lissyl]

While it's not universally, 100% true, I've found that, generally speaking, the amount of energy you put into being a good customer to support is directly related to how pleasant of an outcome you'll receive. Thanks for sharing the call amidst all the more negative doom-and-gloom, Andaeron.

[Aurelious]

As a internet tech support agent for a cable provider, I agree with the above statement. Calling in acting like a flaming fool makes it much more difficult for me to work with and fix the issue than it does if you remain calm and just explain the situation. Yes, some rep are just that bad/don't care/lazy/incompetent but some customers are just whiny/greedy/entitled/incompetent. But most of the time...you get what you are.

Thanks again for some positive news and while it seems there is still time/work on your end to be had, sounds like it is moving in a positive direction.

[Reiia]

Now you got to wait 2 weeks for your account =P