Wednesday, January 04, 2012

Customer Service in SWTOR. What to Expect

About a week ago I had a very lovely pair of Champion Vindicator's Greaves disappear out of my bag. To be honest, I don't know if I sold them to a vendor or deleted them somehow, all I know is that when I went to equip them they were gone. BioWare allow up to three items every six months to be restored if you accidentally delete or sell them.

So I put an ingame service ticket in. In the ticket I included the date that I got the pants, how I got the pants, the fact that I purchased them using a token, which I had received from a PVP bag, and the last date that I saw them. To my surprise, I didn't get a response to my ticket for over five days.

After five days, with no response, I added a little bit more information, with the exact name of the Greaves and the name of the vendor I got them from. I also posted a message in the customer service section of the forums. I was very polite, asking if it was normal for a wait of five days on getting a response to a ticket. Lo and behold, within five minutes, I had a gamemaster contact me. It started off with the quirky role-playing droid introduction, but within half an hour, I was able to logout and then log back in and find my lost item in my mailbox.

I've been gaming for a long time and I can guarantee you that insulting an employee's grammar, getting angry at them, or giving them a hard time, will not get you better service. I've read other people's posts in the SWTOR forums doing these things and seriously guys .... who is that going to help?  Even if you find that you've been let down by the service procedure, always stay calm and remember, this person probably has a lot on their plate and they're all just getting used to new jobs. You can't expect them to be a game expert yet. Help them to help you. Give them as much information as possible when putting in a ticket.

1 comment:

  1. My only complaint is with the in-game system. I purchased an item by accident (stupid ctrl-left click instead of right like WoW). I submitted a ticket and got a generic response to basically submit another ticket... um OK. So I did and got anther response to submit a ticket. Again OK, but at least this time I noticed a "Secret" word it says to put in the subject. OK wait where is the subject area. I just it as the first line of the message along with a little more detail, server, toons name, amount of credits, item name etc. They did restore the item. This seems a little overkill or I'm just accustomed to how Blizzard handles item restores.