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Saturday, January 28, 2012
Bad customer service of Bioware
When EA Bioware refused all my credit cards and Paypal as payments, I naturally opened a customer support ticket with them. I've used the cards elsewhere since, so I'm sure it is a problem with them, not any of my banks, which would have been extremely unlikely to happen to 3 financial institutions at the same time anyway. I would consider payment issues to be rather fundamental, and worthy of a swift response. But I had to wait a full week before I heard back from EA Bioware. And what did they say? They said that since I had used a game time card since, they considered the ticket closed. They wouldn't even look at the issues with the credit cards!
Well, it is becoming increasingly unlikely that I will want to subscribe beyond the 60 days of that game time card. And their bad customer service isn't helping their cause here.
- posted by Tobold @ 6:30 AM Permanent Link
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Wouldn't you just assume that their billing service was being overloaded with orders for subs?
I would've waited a few days and not bothered their customer service. Also, just like queue times on new MMOs, I'd assume the great number of support requests is gumming up their customer support. If you already solved your subbing issue (seemingly) it'd be more pertinent for them to answer the guy whose credit card doesn't work and he HASN'T bought a game card.
I would've waited a few days and not bothered their customer service. Also, just like queue times on new MMOs, I'd assume the great number of support requests is gumming up their customer support. If you already solved your subbing issue (seemingly) it'd be more pertinent for them to answer the guy whose credit card doesn't work and he HASN'T bought a game card.
@Bhagpuss: I've worked in retail customer service, so I tend to sympathize with those departments in these types of situations.
It may be a surprise, but every customer wants to be served immediately and get the answer they want. Humans are naturally this way and I don't necessarily think that customers shouldn't feel like this, but the people trying to help you are only human as well.
I think that customer service should be speedy and friendly (seems Bioware missed both in this case), but I'd also like customers to try to understand that there are MANY people alongside them who also want to be helped immediately.
It may be a surprise, but every customer wants to be served immediately and get the answer they want. Humans are naturally this way and I don't necessarily think that customers shouldn't feel like this, but the people trying to help you are only human as well.
I think that customer service should be speedy and friendly (seems Bioware missed both in this case), but I'd also like customers to try to understand that there are MANY people alongside them who also want to be helped immediately.
I dont get it with them putting out a patch on a saturday just when people are most likely to want to play the game, why not do it in middle of the week when most are at work/school as most patches are done elsewhere? :(
No apologist for for Bioware can help this debacle.
Sorry about your issues it's deplorable that they have these issues. Closed because the customer found a workaround? Really?
Bad bad... Goes to show you that product is not just presentation but all of the infrastructure to make the presentation happen.
Sorry about your issues it's deplorable that they have these issues. Closed because the customer found a workaround? Really?
Bad bad... Goes to show you that product is not just presentation but all of the infrastructure to make the presentation happen.
I called Bioware and had a very nice and pleasant interaction with a very friendly english and german speaking customer rep. YMMV
Wonder if they have troubles with credit cards from certain countries? When I tried to sub originally, they flat-out refused my Mastercard from Austria too, with no reason given, just something like "we cannot accept these CC details". Say what now? What makes you different from every other company I've ever dealt with? When my boyfriend used his UK card instead, it went through just fine though.
@Paul: I've worked in customer service, too, and I don't sympathize with Bioware. The customer had an issue, found a workaround at some hassle to him, and wrote about the issue asking for assistance.
In response, CS says, 'Well, you found a workaround on your own, didn't you? We won't waste time on you then' and peremptorily closes the ticket.
If I saw anyone on my team doing that, they would have gotten a long talking-to, for sure. At the end of the day, you still need to retain customers and treat them like they're valued, instead of brushing them off rudely, trying to improve your own AHT.
In response, CS says, 'Well, you found a workaround on your own, didn't you? We won't waste time on you then' and peremptorily closes the ticket.
If I saw anyone on my team doing that, they would have gotten a long talking-to, for sure. At the end of the day, you still need to retain customers and treat them like they're valued, instead of brushing them off rudely, trying to improve your own AHT.
@Paul: But then, wouldn't the much much much better reply be to give the customer an honest answer, and leave the ticket open for later?
Cha,
first-they bans lots of countries from buying SWTOR (allows only 17 from 27 of EU),
Second-their Origin store lets me see it in French or Netherlandish (only ~5% are learning French at school in Lithuania). Update:Origin store is updated- it shows in English now - took long since BF3 release- I checked few week ago.
There is constant problems with what EA do... I was willing to buy SWTOR and BF3.. bought none.
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first-they bans lots of countries from buying SWTOR (allows only 17 from 27 of EU),
Second-their Origin store lets me see it in French or Netherlandish (only ~5% are learning French at school in Lithuania). Update:Origin store is updated- it shows in English now - took long since BF3 release- I checked few week ago.
There is constant problems with what EA do... I was willing to buy SWTOR and BF3.. bought none.
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