Customer Service Surprise

[JMorgana]

By now, most of you who frequent the serverwide.eqtraders chat channel have heard my tale of woe about my tailoring skill points that I lost when GoD went live (197 down to 192). I got some good news last night...I got a tell from the server GM asking if I could please log in the toon that was affected so that he could restore the points!

This was the result of probably a dozen petitions, two responses from guides (other 10 petitions were deleted...GRR!) and a heated call on Friday to Sony asking for a return call from a customer service supervisor. When he returned my call, he assured me I would get a response even if the answer was "well sorry we have no way to fix that".

Moral of the story: No matter how minor your issue is, if you raise enough hell it should get resolved. I had long since lost hope of getting my skill points back and it was just a point of stubbornness by the time it was fixed.

[Brohan]

That is extremely poor customer service. I am very sorry to hear about your experience.

[Serenya]

Re: Customer Service Surprise

Originally posted by JMorgana
points!

This was the result of probably a dozen petitions, two responses from guides (other 10 petitions were deleted...GRR!)

I'm glad to hear it was fixed As an FYI, if the servers were down for any reason, your petition is deleted. I understand that SOE is revamping how their petition system works, but in the current system petitions are stored server side and wiped when the server drops.

[Sanna]

Yes, Brohan, but they did eventually FIX it.

I've been very surprised and very pleasantly so with the amount of attention being paid to the customers recently. (See also the Target Click Shows Help derail in the Tanker's-Talking-To-Us thread.) Sometimes I have to bite my tounge to keep from asking too much.... (prettypleasecanitransfermycharactersoffofsullonpw eeease?) It's a very good thing tho, to take care of the people who pay your check.

Gogo JM for getting your tailoring points back!!! /cheer! /dance! /hug!

-- Sanna

[oerin trubble]

gratz on holding on to a "I'm not satisfied" stand.

Sad what you have to go thru to get a problem taken care of.

First wave - guide:
"Maybe there's something you're missing."
"I can't discuss game dynamics."
"Oh my, that's too bad. Sorry i can't help. Have a great day."

Second wave - Denial:
"There is no problem. Everything is working as it should. There are no issues with that zone, mob, drop . . you choose . ."
"Have a nice day."

Third Wave - Ping Pong:
Customer service - "That's an in game issue. I can't help you with that. You'll have to ask a GM." (good luck finding one)
"I suggest mass petition. Get everyone you know to petition and bug report."

GM - "They told you to do what?? Who exactly told you to ask everyone to petition? That's NOT how we handle things!"
"That's a developer's issue. I can't help you with that. You'll have to report that to the developers."
"It's not broken!"

Fourth wave - Resolution:
Developers - "we seem to have found a problem. It will be fixed with the next patch."

This all happened with the Tainted Darksteel Breastplate for the pally epic in the Plane of Hate.

I had nearly as much trouble gettong back one combine acrylia temper when a zone reset while i was at a brew barrel.

Anyhow, glad you got your points back.

[solithan]

Glad you got your skill back, after all sheesh its not like its much effor for the GM to /Set Pfile(playername) (skillname) (target number)

The real trick is getting them to believe you.

[Lilosh]

Originally posted by solithan
Glad you got your skill back, after all sheesh its not like its much effor for the GM to /Set Pfile(playername) (skillname) (target number)

The real trick is getting them to believe you.

So I take it you were a GM?

-Lilosh

[Mainiac]

Originally posted by Lilosh
So I take it you were a GM?

-Lilosh

Wouldn't that be telling?