61 réponses à ce sujet

[hexaligned]

Operative84 wrote...

relhart wrote...

As much as I love EA bashing, I don't expect competance from people working minimum wage jobs answering phones, You pretty much have to assume they don't care/don't know what they are talking about ahead of time and hold their hand through things.

Well I agree and disagree with you, in the service my last pay grade was E-4 Specialist, and minus housing and food allowances when I was married I made approx 20K a year and thats pushing it, it seemed more like with tax and such 17-18K a year, that aint much, but consider the job and deployment and risks involved, I busted my ass every day because it wasnt about the pay it was being dedicated, and that sense of honor and duty, so I guess it depends on the person and the job.

I was a WO2 , I consider military service a different beast, I'm not sure about enlisted pay scales but I know I was making about 3 times as much while deployed...tax free.  My point wasn't really about money though, I would expect a soldier  to care and want to do his job well, I wouldn't expect the same from the person you contacted. 

[Xenoseroster]

She was most certainly inept but I've gotta say you were a real ### as well about 1/3 of the way in.  After about "Well look who just caught up, I never inquired about downloading in the first place [04:19:34 PM]" I would say you moved out of "trying to be nice" area.  I worked on the phones for  in customer service for 3 years, and someone spouting "come on seriously, read through everything again and formulate a rational answer [04:25:42 PM]" I would classify as a complete jerk, speaking mildly.  If you get someone who's incompetent, quit and try again, verbally berating them doesn't fix anything, and is likely to get a poor response.

[Ninjaphrog]

Wow...just...wow....

Dude I salute you, I don't think I could've kept my face straight in a situation like that.

When I open a ticket for customer support, I expect the person I talk to to be knowledgeable, respectful, and ALERT!...all 3 of these requirements are thrown to the ground and stomped on.

Yep, I woulda thrown a first class fit at this lady.

[xODD7BALLx]

relhart wrote...

Operative84 wrote...

relhart wrote...

As much as I love EA bashing, I don't expect competance from people working minimum wage jobs answering phones, You pretty much have to assume they don't care/don't know what they are talking about ahead of time and hold their hand through things.

Well I agree and disagree with you, in the service my last pay grade was E-4 Specialist, and minus housing and food allowances when I was married I made approx 20K a year and thats pushing it, it seemed more like with tax and such 17-18K a year, that aint much, but consider the job and deployment and risks involved, I busted my ass every day because it wasnt about the pay it was being dedicated, and that sense of honor and duty, so I guess it depends on the person and the job.

I was a WO2 , I consider military service a different beast, I'm not sure about enlisted pay scales but I know I was making about 3 times as much while deployed...tax free.  My point wasn't really about money though, I would expect a soldier  to care and want to do his job well, I wouldn't expect the same from the person you contacted. 

Thank you for your service, I know I guess it like I said has to do with the person because I cant see myself doing anything halfass and thats not because of being prior service, that's just how I am, yeah deployment pay is another matter, but as you know as well there are some troopers that have either been burnt out or just dont want to be where they are but even then they dont do a terrible job and I really cant fault them for their reservations the job takes a toll on us all.

[lionsfan208]

That was awesome. I wonder if companies will ever realize that while customer service is cheeper when you hire morons or outsource to groups that don't know what you actually do in the long run it just makes your company look stupid.

[xODD7BALLx]

Xenoseroster wrote...

She was most certainly inept but I've gotta say you were a real ### as well about 1/3 of the way in.  After about "Well look who just caught up, I never inquired about downloading in the first place [04:19:34 PM]" I would say you moved out of "trying to be nice" area.  I worked on the phones for  in customer service for 3 years, and someone spouting "come on seriously, read through everything again and formulate a rational answer [04:25:42 PM]" I would classify as a complete jerk, speaking mildly.  If you get someone who's incompetent, quit and try again, verbally berating them doesn't fix anything, and is likely to get a poor response.

Hey man I've never been accused of being polite, I keep my word and I'm a stand up kinda guy, but no never been accused of being polite, a smartass sure plenty of those accusations and I confirm them in kind. I wouldnt say I was an jerk though man, sarcastic and a smartass yes, I could have gone off the handle and started cussing and such but I didnt.

And with respect because I know that job can be a federal case with some folks, but customer service people are supposed to be thorough and be the hear(in this case eyes) to here your plight and respond effectively, that's their job plus keeping a flame from becoming a forest fire.

Modifié par Operative84, 27 octobre 2009 - 04:08 .

[Zilod]

honestly it seem you over reacted a bit... the guy actually answered you immediatly



EARep Scarlett: You will get the game on same day of its release.

[04:09:21 PM]



(at least in theory )

no need to be so aggressive with the poor guy when he got confused after you kept asking that

[Xenoseroster]

So now sarcastic and smartass aren't classified as jerkish attributes? I don't think the rep deserves to keep their job if that's their average level of service, but again, verbally berating them does NOTHING to increase your likelyhood of getting a good answer and/or good service from anyone. The last thing I'll say about it is this: There is still a person on the other end of every customer service interaction, and they deserve to be treated like people you meet face to face.

[Foxd1e]

Zilod wrote...

honestly it seem you over reacted a bit... the guy actually answered you immediatly

EARep Scarlett: You will get the game on same day of its release.
[04:09:21 PM]

(at least in theory )
no need to be so aggressive with the poor guy when he got confused after you kept asking that

Am I the only one that sees Scarlet as a female name?

[xODD7BALLx]

Zilod wrote...

honestly it seem you over reacted a bit... the guy actually answered you immediatly

EARep Scarlett: You will get the game on same day of its release.
[04:09:21 PM]

(at least in theory )
no need to be so aggressive with the poor guy when he got confused after you kept asking that

Yeah she did only she answered as if I had purchased a PC direct download version in which in the begining I stated Dragon Age Origins Collectors Edition XBOX 360 didnt I?

How I over reacted to her after saying it's not a download its 360, actual product, shipped to me, and still getting you will download it on release and even at the dealbreaker still insisting install and download, I guess you're a better man than I, and I commend you for it.

[Ninjaphrog]

If she could've stopped her attempting to seem all professional like after failing misserably, and actually act like a human being? Then yes, I think she should've had a chance to regain her footing.



SHE DID NOT however, and since she obviously thought she was RIGHT untill the bitter end, I say she'd need some tough critisism. Being crisp and serious right after you made a gigantic mistake only makes you look like more of a jackass.



Customers who expect a professional to talk to and gets some bull like this? You can talk high and fly about how divinely good and kind you would've been, but you'd need some BAD *** patience after a company you spend your money on just wasted your time and trust.

[xODD7BALLx]

Xenoseroster wrote...

So now sarcastic and smartass aren't classified as jerkish attributes? I don't think the rep deserves to keep their job if that's their average level of service, but again, verbally berating them does NOTHING to increase your likelyhood of getting a good answer and/or good service from anyone. The last thing I'll say about it is this: There is still a person on the other end of every customer service interaction, and they deserve to be treated like people you meet face to face.

Well most have found it to be cute, or humorous but if that's how you feel, I mean just because you feel that way about me I'm not going to call you a "jerk" or an "ass". I'd probably be the same way in person given that level of service, when I pay for something I make sure everything is straight and if it isnt I take my money elsewhere I'm not the type to settle for less than what I'm paying for, nobody should, and hell man I've had complete A-holes right off the bat at Best Buy or damn Wal-Mart is the worst, and I dont walk away from the situation I dig my heels in and dont back down. I just have no tolerance for incompetence, if you are put in a position to deliver a service which you clearly have no clue or understanding of how to do so then you shouldnt be there.

[schmddy]

Um, just to set this in context, it is very possible person is not in the U.S., and english is not their first language. Its cheaper. But even if they did, I think you became rude very quickly, and if I were them, I would have switched you over to the PC direct download version, and sent you a cancellation e-mail, then feigned ignorance later. Mock not, lest ye be given the shaft by customer service resp.



Maybe a little patience (then again, you ordered the CE with expidited shipping, so its probably not your strong suit) would go a long way to getting this resolved quicker.

[Zilod]

Operative84 wrote...

Zilod wrote...

honestly it seem you over reacted a bit... the guy actually answered you immediatly

EARep Scarlett: You will get the game on same day of its release.
[04:09:21 PM]

(at least in theory )
no need to be so aggressive with the poor guy when he got confused after you kept asking that

Yeah she did only she answered as if I had purchased a PC direct download version in which in the begining I stated Dragon Age Origins Collectors Edition XBOX 360 didnt I?

How I over reacted to her after saying it's not a download its 360, actual product, shipped to me, and still getting you will download it on release and even at the dealbreaker still insisting install and download, I guess you're a better man than I, and I commend you for it.

yep but she said that before the download thing, actually was the first reply to your question...
then you spoke about email and so on, and prob got confused and tought you where talking about the "pre release" download

[Tiskenburdle]

You realize the CSR is probably outsourced via the Salesforce company. Furthermore, the CSR probably had at least 3 help windows going, and has little to no knowledge of Dragon Age, or likely even EA other than what he/she can look up in the manual/computer.



I personally thought you acted like a ******, had I been on the other line I would have messed with you till closed the link in frustration then vowed never to buy an EA game again. Then again, that's why I refuse to be paid slave wages to let people berate me for a living. I have incredible respect for the patience and kindness of the CSR you dealt with and all CSR's in general.



Maybe your order was placed wrong, maybe the CSR just made a mental/verbal slip up mentioning something irrelevant to your order. But you sure didn't help the clarify situation any. What with all your sarcasm (which doesn't translate language barriers clearly) and irrelevant banter mixed in with the relevant details.

[Staylost]

This needs to go on some "stupid people's emails" site somewhere on the web.



Your replies are awesome!

[xODD7BALLx]

Ok cool I'm a total ******, lol talk about patience, the first week of every month I go to the VA clinic it's an all day affair and usually for something stupid that could be done in 15 minutes, but I sit there and take it because it's the govt and the govt is naturally slow, have I got in peoples **** about things they should "know better" than to do, absolutely, short me on medication or give me the wrong meds, would you shrug your shoulders and just take the wrong meds and see what happens? 33 minutes about when for sure my pre-order will be delivered is insanity, it's unacceptable, I'm not getting paid to talk to a customer service agent.

I dont know any of yall personally you dont owe me anything I owe you nothing, you dont know me personally, so that being said it's awfully thoughtful to refer to me as an ass, or a ******, yet have I called anyone here any of the same?

Modifié par Operative84, 27 octobre 2009 - 04:42 .

[Xenoseroster]

Operative84 wrote...

Well most have found it to be cute, or humorous but if that's how you feel, I mean just because you feel that way about me I'm not going to call you a "jerk" or an "ass". I'd probably be the same way in person given that level of service, when I pay for something I make sure everything is straight and if it isnt I take my money elsewhere I'm not the type to settle for less than what I'm paying for, nobody should, and hell man I've had complete A-holes right off the bat at Best Buy or damn Wal-Mart is the worst, and I dont walk away from the situation I dig my heels in and dont back down. I just have no tolerance for incompetence, if you are put in a position to deliver a service which you clearly have no clue or understanding of how to do so then you shouldnt be there.

I wanted to end with my last comment but I just couldn't leave that response alone.  So what you're telling me is if you walked into Best Buy, and talked to a sales rep that had no idea what they were talking about in regards to your HD TV you were looking to buy, you would verbally berate them and STILL not get any service instead of finding someone else more knowledgeable?  Or asking for their supervisor?  That's just bad decision making IMO.  I fail to see how this is non-jerkish?    I agree that this fiasco is unacceptable and hopefully if they continue this level of performance they will lose their job as you wish, but your reaction certainly did not help the situation and may have hurt it. 

[xODD7BALLx]

Xenoseroster wrote...

Operative84 wrote...

Well most have found it to be cute, or humorous but if that's how you feel, I mean just because you feel that way about me I'm not going to call you a "jerk" or an "ass". I'd probably be the same way in person given that level of service, when I pay for something I make sure everything is straight and if it isnt I take my money elsewhere I'm not the type to settle for less than what I'm paying for, nobody should, and hell man I've had complete A-holes right off the bat at Best Buy or damn Wal-Mart is the worst, and I dont walk away from the situation I dig my heels in and dont back down. I just have no tolerance for incompetence, if you are put in a position to deliver a service which you clearly have no clue or understanding of how to do so then you shouldnt be there.

I wanted to end with my last comment but I just couldn't leave that response alone.  So what you're telling me is if you walked into Best Buy, and talked to a sales rep that had no idea what they were talking about in regards to your HD TV you were looking to buy, you would verbally berate them and STILL not get any service instead of finding someone else more knowledgeable?  Or asking for their supervisor?  That's just bad decision making IMO.  I fail to see how this is non-jerkish?    I agree that this fiasco is unacceptable and hopefully if they continue this level of performance they will lose their job as you wish, but your reaction certainly did not help the situation and may have hurt it. 

That seldom occurs because most people have the sense to say "you know I'm not sure about that let me research that, or find someone who does know". And this isnt the first time I've dealt with kind of reception, and many times before I bite my tongue, but despite clarifying, still getting borderline idiocy, this was a csr that irritated the hell out of me, if you went to Gamestop to pick up your pre-order and you walked up with your receipt in hand and asked the sales clerk to retrieve your purchase and you'll be on your merry, and he held up a controller, sure you'd laugh at first but then upon asking again and then getting the same response standing there for 30 minutes you're telling me you would be cool hand Luke about it?

Modifié par Operative84, 27 octobre 2009 - 04:57 .

[Xenoseroster]

Operative84 wrote...

Ok cool I'm a total ******, lol talk about patience, the first week of every month I go to the VA clinic it's an all day affair and usually for something stupid that could be done in 15 minutes, but I sit there and take it because it's the govt and the govt is naturally slow, have I got in peoples **** about things they should "know better" than to do, absolutely, short me on medication or give me the wrong meds, would you shrug your shoulders and just take the wrong meds and see what happens? 33 minutes about when for sure my pre-order will be delivered is insanity, it's unacceptable, I'm not getting paid to talk to a customer service agent.

I dont know any of yall personally you dont owe me anything I owe you nothing, you dont know me personally, so that being said it's awfully thoughtful to refer to me as an ass, or a ******, yet have I called anyone here any of the same?

Well when you basically go into a public forum and say "Look how this CSR treated me!" followed by a stern dose of  "Watch me mock them!" and finish up with "Aren't I great for mocking them!?" a.) you open yourself up for feedback and b.) people shouldn't be applauding.  Maybe I'm just old fashioned.

[Ninjaphrog]

Xenoseroster wrote...

Operative84 wrote...

Ok cool I'm a total ******, lol talk about patience, the first week of every month I go to the VA clinic it's an all day affair and usually for something stupid that could be done in 15 minutes, but I sit there and take it because it's the govt and the govt is naturally slow, have I got in peoples **** about things they should "know better" than to do, absolutely, short me on medication or give me the wrong meds, would you shrug your shoulders and just take the wrong meds and see what happens? 33 minutes about when for sure my pre-order will be delivered is insanity, it's unacceptable, I'm not getting paid to talk to a customer service agent.

I dont know any of yall personally you dont owe me anything I owe you nothing, you dont know me personally, so that being said it's awfully thoughtful to refer to me as an ass, or a ******, yet have I called anyone here any of the same?

Well when you basically go into a public forum and say "Look how this CSR treated me!" followed by a stern dose of  "Watch me mock them!" and finish up with "Aren't I great for mocking them!?" a.) you open yourself up for feedback and b.) people shouldn't be applauding.  Maybe I'm just old fashioned.

It's just you

[xODD7BALLx]

Xenoseroster wrote...

Operative84 wrote...

Ok cool I'm a total ******, lol talk about patience, the first week of every month I go to the VA clinic it's an all day affair and usually for something stupid that could be done in 15 minutes, but I sit there and take it because it's the govt and the govt is naturally slow, have I got in peoples **** about things they should "know better" than to do, absolutely, short me on medication or give me the wrong meds, would you shrug your shoulders and just take the wrong meds and see what happens? 33 minutes about when for sure my pre-order will be delivered is insanity, it's unacceptable, I'm not getting paid to talk to a customer service agent.

I dont know any of yall personally you dont owe me anything I owe you nothing, you dont know me personally, so that being said it's awfully thoughtful to refer to me as an ass, or a ******, yet have I called anyone here any of the same?

Well when you basically go into a public forum and say "Look how this CSR treated me!" followed by a stern dose of  "Watch me mock them!" and finish up with "Aren't I great for mocking them!?" a.) you open yourself up for feedback and b.) people shouldn't be applauding.  Maybe I'm just old fashioned.

Alright I get the point you feel I've commited an awful crime, I dont see it that way, agree to disagree.

[Tiskenburdle]

Hey, I didn't call you a ******, I said you acted like a ******... And you did, but as you say, I don't know you personally so I can't say you're a ****** generally.



I'm gonna take a stab though and say you probably feel like far too many people you meat are inept. But you're not looking at this both ways.. Everything you deal with over and over becomes a number. It's the same with people, so if people aren't giving you the level of service you appreciate it's likely because they don't give a damn about you. You might as well be a number on a spreadsheet... Much the same attitude you seem to have towards the CSR or probably most other people that aren't in your personal circle.



IF however you were to make them recognize you as a person by being especially friendly, smiling and making some small talk perhaps. I think you might find they mess your order's up far less and in general are far more helpful.. But you already know that, and if I'm right you'll tell yourself you just don't care and you'd better get what you paid for or else, it's not your responsibility to be nice.. But if that's the case you are getting *exactly* what you pay for, the lowest level of acceptable service. Everything else costs a little kindness.

[Selzurius]

Alright listen let me pitch another dissenting voice in on this by saying you are a dick, dude. Don't fight it and stop trying to defend yourself - no one is arguing that this CSRep was pretty stupid and didn't help you at all. But I've known people like you who seem to relish the opportunity to assert your perceived superiority whenever someone else is having a ****ty day on the job and I can gladly tell you that it is both needlessly disrespectful and worthless. You don't get anything done by "digging your heels in" and being a douchebag, except to make yourself look like one in public.



Next time, my advice is to roll your eyes, close the chat and move on.

[bodines1]

What ever Xeno. That service rep deserved anything thrown her way. If he went into best buy he wouldnt automatically assume they would know about his HDTV. BUT! If he went into best buy and said "I need help with my HDTV"... then they went and got the HDTV service rep? Damn right they better know their ****



Cmon you can't tell me her responses weren't ridiculous. That is not the kind of customer support any reasonable customer should expect. And to put up with it is to condone it. I don't condone it.