Wrong character active?

[Jinko]

I had the exact same problem, but the support was very rude and insisted it was my fault and disconnected the conversation before I got a chance to say more. In my case, I have 3 slots, one slot with one character and two empty slots with no characters at all. I clearly remember I activated right one when they forced us to select payment option (because the slot with my character is the first slot and the default slot); however, for some reason it picked up the empty slot with no character when the billing period started.

I tried to contact two agents on chat, and neither of them want to help. I ended up spend another $18 (I pay on 6 month basis) again to activate the deactivated character.

Worst customer support ever!!

You might have been a bit impatient, if this happened to me it would be a matter of fixing the issue or they lost a customer.

By shrugguing it off like you have they have basically made an extra 6 months of money.

[Reinheart]

You might have been a bit impatient, if this happened to me it would be a matter of fixing the issue or they lost a customer.

By shrugguing it off like you have they have basically made an extra 6 months of money.

If he wants he can still try and get the CS to apply that 6 month that was put into empty slot into his main character for additional 6 month once the 6 month is up... but looking at all the previous CS responses doubt they will be nice enough to even do something like that...

Hopefully this one will be resolved soon... I got one friend who actually did move to SWTOR because of this issue and another guy who is about to leave soon because he's having payment issue and might join the other friend to SWTOR lol... sad SE's losing few customers just because of payment/accounting problems... it's not even the game issue for these guys lol

[Nightpanda2810]

I've already picked up SWTOR, but I will be bugging SE all this week to get the issue resolved. I enjoy playing both games, but I would prefer to play this one.

If their CS is so messed up they can't even fix a small mistake like this, regardless of whether its my fault or theirs, I will happily take my money elsewhere.

[Rosuto]

I've already picked up SWTOR, but I will be bugging SE all this week to get the issue resolved. I enjoy playing both games, but I would prefer to play this one.

If their CS is so messed up they can't even fix a small mistake like this, regardless of whether its my fault or theirs, I will happily take my money elsewhere.

I would have greatly considered doing the same thing a year ago, but I've since boycotted Bioware products for issues I won't get into right now since this thread isn't about them.

On topic, I have gotten UltimatePay into the situation now. Since they are the ones that stand to lose the money should I dispute the transaction they seem to be motivated to get to the bottom of this. I gave them my account information and they plan on contacting SE directly to see just what is going on. Hopefully SE will pay more attention to a company they are partnered with than they would a mere customer. If they don't, at least UltimatePay will see what I have had to deal with and I can get my money back.

[TheVedis]

a general rule of customer service

1) get the name ands any other relevent issue of whoever it is you are speaking to

2) if they cant resolve it, get their supervisor, and get his info too

3) if he cant resolve it, repeat process and get whoever is above him, demand to talk to someone who can actualy give you a response other then "we will look into it"


by making sure you get their name and info you are able to hold them more accountable for bad customer service(keep in mind, bad customer service does not mean they didnt give you the answer you wanted, its more geared at rude reps out there who refuse to help you) also make sure to do this to begin cuz if you ask after they probly know why your asking


it sucks this happens, and it isnt isolated here, i had this issue with blizzard also(took about 2 weeks to clean up) with various billing issues, you really just gotta keep at it to get their attention and know what steps you are able to take ratrher then just keep calling to get the same low level rep response

[Rosuto]

Yeah I have hit them from several angles, the BBB being another one (which is automatically directed to the supervisor) I am just waiting on responses to see what transpires.

[TheVedis]

Yeah I have hit them from several angles, the BBB being another one (which is automatically directed to the supervisor) I am just waiting on responses to see what transpires.

the BBB cant really do anything if you know how they really operate....so many people get directed to them to file complaints, but all they really do is take them and file them and make them publicaly available from what ive seen

every company is graded on the BBB website and such, and its amazing how mmo companys pretty much forfeit a good rating once they go public lol.

[Rosuto]

the BBB cant really do anything if you know how they really operate....so many people get directed to them to file complaints, but all they really do is take them and file them and make them publicaly available from what ive seen

every company is graded on the BBB website and such, and its amazing how mmo companys pretty much forfeit a good rating once they go public lol.

Yeah I know they themselves can't do anything about the situation (except maybe lower their grade on their site) but they can at least get the complaint to the supervisor which is better than nothing I suppose.

[Reinheart]

the BBB cant really do anything if you know how they really operate....so many people get directed to them to file complaints, but all they really do is take them and file them and make them publicaly available from what ive seen

every company is graded on the BBB website and such, and its amazing how mmo companys pretty much forfeit a good rating once they go public lol.

Dunno about gaming company but if you're dealing with poor customer service and use BBB to file a complaint at least they get a response from a higher rep which in a lot of cases fix the issue or at least they give a better reasoning to why they can't help the customer out if for any reason instead of "hey we can't help you out, you F'ed up" or "I don't care what you did, our system shows this and our system is always right, you're wrong"

Like the posts above talking about having a empty slot and the payment being applied to the empty slot is just ridiculous imo how is that customers fault? if you had a character in that slot and when you chose the payment with that character then deleted after payment I might understand but if the case is where you have a empty slot and you chose the right character on payment but it was applied to that empty slot then it's system error and should be fixed through support.

[TheVedis]

Dunno about gaming company but if you're dealing with poor customer service and use BBB to file a complaint at least they get a response from a higher rep which in a lot of cases fix the issue or at least they give a better reasoning to why they can't help the customer out if for any reason instead of "hey we can't help you out, you F'ed up" or "I don't care what you did, our system shows this and our system is always right, you're wrong"

Like the posts above talking about having a empty slot and the payment being applied to the empty slot is just ridiculous imo how is that customers fault? if you had a character in that slot and when you chose the payment with that character then deleted after payment I might understand but if the case is where you have a empty slot and you chose the right character on payment but it was applied to that empty slot then it's system error and should be fixed through support.

oh im not debating the fact that its an issue, yeah, it could be anyones fault, who cares if the customer made a mistake or the account system made a mistake
its fixable, and it shouldnt be very hard to fix it(granted the peons you first get ahold of may not be able to do anything, but someone up the line should be able to)

and then there is always the attitude of the customer calling to take into consideration, for the most part i know this isnt going to apply to those actively talking about how they are going about it here(they have been pretty civil, and if they werent civil to the reps, they probly wouldnt be civil about it here either) but its amazing how much profesionalism about it comes into play when talking to these people to.


hopefuly this gets sorted out, its one of those dumb bugs that could only happen due to how we had the game free for the year(since normaly in any mmo youd have activated everything only since there was no pick and choose option)