SE Customer Service ExperienceFollow

Originally posted this in the whinging about not being able to log on thread..

But I feel more people should read this...It's...Interesting to say the least.

Hmmm.

I logged on tonight after gym.

At first I though my connection was screwed or something.
So I reboot my pc. And still unable to connect.

In the UK PLayonline Service is closed now until Monday.

So I tried emailing. Guess What?

Official Service & Support Page is down.

So. I think. I'll give them a while.

23.00 Still Cant log on.

So. I call Playonline Helpine In the US. Total Wait time btw before my call was answered is 15 minute. With no indication while I was waiting that it would be so long.

When my call is answered. I am instantly scolded by 'David' for ringing them as they cannot access my account.

Ok. I said. Just could you explaing to me why the servers are down yet again.

David tells me they are not down. He says they were down 3 hrs ago and then 2 hrs ago were fixed. The reason I cannot log in is because everyone is trying to log in at the same time and I am best off waiting till tomorrow.

I explain I am unhappy with that. And have been unhappy with the amount of downtime over the past fortnight. And I ask why has the downtime been at such inconvenient times.

He says. And I quote 'The maintenance people are from Japan. They do their maintenance when they want. Irrespective of how it affects US & European customers.'

I reply. 'Are you saying they hold no regard for the European & US customers'.

He replies. 'Yes. They do not care whether you have down time or not.'

/gasp

He then proceeds to explain that the monthly fee I have paid is nothing to do with whether I have down time or not. The monthly fee is simply a payment I make to them to hold my character information. And I can only access it when It is avaialable.

The fee I paid when I bought the game is tied in with server maintenance. And therefore nothing to do with them at all. If I'm unhappy. I can return the game to my local retailer.

He then asks why have I called? Just to complain?

I said. Well. Isnt this Customer Service?

He said yes. But I'm not here just for you to complain incorectly to me.

Im still pretty shocked at the above conversation. I understand that payments / downtime etc are comfortably tied in to the small print. So that SE have protected them selves very well.

But. ( I dont swear much btw.)

It's a @#%^ing game. All I wanted to do was buy the game. Pay the monthly fee and play the @#%^ing game.

I have a good full time job. Which I work 9-5. And visit the the gym after work 4 nights a week. So. My game time is sparse to say the least. After paying £30 for the game and over £150 in monthly fees to hear a customer service representative tell me the SE do not care whether I have down time or not. And to hint at not wasting their time by making unsubstantiated complaints.

I'm gobsmacked.

I mean. The above conversation may well be summed up hence....

SquareEnix....
/em MPK's Religionthunder

"David" appears to have quiet an attitude >.<

If he had an attitude... it's most likely because he's just a human being, and people are flooding them with complaints - with real bad attitudes themselves. Just look at some of the other posts here, especially the 'crank call' one.

That's human nature I guess, even when we know it's not right, we take things out on those that aren't directly responsible. Oh well.