61 réponses à ce sujet

[Eoweth]

EARep Scarlett: You need to install it with the game software, which you will receive after the game release. [04:19:41 PM]

Jon Ira: when did I say download????? [04:20:25 PM]

At this point in the conversation, she didn't mention anything about "download" when you started repeating your spamming there. Sounds like you were just being a jerk really. You'd received your answer (to a question I feel you already knew the answer to) quite early in the chat yet continued to ask confusing and misleading questions over and over. You should probably email EA Support and apologize to Scarlett for being such a poor customer and wasting 30 minutes of her time when she could have been solving problems for customers that actually needed help.

[Sylvanspirits]

Experiences like this are why I will never order through EA... That aside though, it almost seems like a program designed to offer standard responses based upon certain keywords. Or maybe I just have too much faith in humanity.

[xODD7BALLx]

Tiskenburdle wrote...

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.

All I expect is that if you have a duty/job to fulfill, the basis in how you operate within completing objectives to fulfill your duty need to be met in full, if you cant complete your objectives though you are contracted or ordered to do so despite having led people to believe that you can in fact can do your job, then you shouldnt be there, end of story.

If you go to a place of employment and say I can draw up plans for this structure, yet having no engineering or architectural training, and you get contracted to do so, and the building falls, you think that person should be responded to with smiles and pats on the back for giving it the old college try?

Me and you are from two different backgrounds, plainly speaking, and that's fine, life would be boring if everyone were the exact same as the other, I dont feel that I should get my knob polished if I order a beer at a bar I expect to get a beer same as everyone else should if that's what they indeed ordered.

As far as a personal circle goes, I've gone out of my way on more occassions than I can muster to recount, and I dont mean "oh I'm so thoughtful I threw a dollar at a homeless man", I've taken a stranger who could be anyone for all I know and get em some food and some fresh clothes, and I go on my way. So if doing things of a comparible nature are things considered a-holish and that I'm some sort of snobby elitist then I have to disagree with you there.

[Xenoseroster]

bodines1 wrote...

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.

Oh no I completely agree with you, their answers were terrible and showed a general lack of proffesionalism and lack of anything resembling customer service.  But that's when you ask to talk to a supervisor, get their badge number or employee ID number or whatever, and/or send EA E-mail feedback about this really poor experience, and hopefully they get fired, which they certainly deserve.  Or even call them up and complain, god forbid (I hate phones).  But to mock them, which does nothing, and then go to a public area and say "Hey look, I was a jerk to some person I never met!" is really just assinine.  For all I know the OP could've been having a bad day as well, I'm just saying from the conversation he posted he did himself no favors if his goal really was getting a question answered, if not worsening his case outright.

[Lucy Glitter]

I think it's kind of funny, but did you need to be so rude? The poor chook just needs money. I once had one of the nicest conversations with a old lady over the phone who was selling something. She didn't care that I didn't want to buy it, we just had a nice old chat about things.

[xODD7BALLx]

Eoweth wrote...

EARep Scarlett: You need to install it with the game software, which you will receive after the game release. [04:19:41 PM]

Jon Ira: when did I say download????? [04:20:25 PM]

At this point in the conversation, she didn't mention anything about "download" when you started repeating your spamming there. Sounds like you were just being a jerk really. You'd received your answer (to a question I feel you already knew the answer to) quite early in the chat yet continued to ask confusing and misleading questions over and over. You should probably email EA Support and apologize to Scarlett for being such a poor customer and wasting 30 minutes of her time when she could have been solving problems for customers that actually needed help.

Why would I want to utilize customer service if it's not needed and I already knew the answer?
When I ordered originally I asked if delivery would be on release/street date, I was told yes, however all I've received is a confirmation of order, no shipping estimates no delivery estimate so that being said that leaves alot to be assumed and less to know in fact that what was "spoken" will occur.  If it's not on paper it typically wont happen. I needed some clarifications, I've utilized the email portion of their cust svc/support sections, you get an automated response saying you will be contacted within 24 hours, it's been weeks and nothing, so at this point sure I'm kind of out of an understanding make someone feel like gold attitude.

It was frustrating for both of us I assume she didnt help the situation and I'm sure I didnt do I feel bad, not really, I was pissed off afterwards, and then later I check my email and there's the transcript. And I have to say "I" found it humorous and felt sad for any other person who's gotten this kind of service.

I wasnt like HEY LOOK AT ME LOOK AT ME, everyone has had an experience like this, anyone own a 360 here, some people have had good luck since the launch, I'm on my 6th or 7th since launch, but 360 support streamlines and makes sure people that handle your issues take care of it so I have little issues other than dependability of their product. I dont cuss them out, they didnt build the console, but they are responsible for handling service and that they do.

And money sure as hell doesnt grow on trees, when I pay for anything, if it's not right, I make sure it's right, it pisses me off when at the time of purchase this and that is to happen or this is what your product is for and does, and when I come to find out it isnt, I'm not going to smile and say oh well it's just money.

Modifié par Operative84, 27 octobre 2009 - 05:40 .

[Tiskenburdle]

Given what she was, I think scarlet did fulfill her job description. She was polite, and stayed with you until you agreed you got what you wanted(which at the end was to cancel your account). I understand you may have wanted a higher degree of understanding on her part... But if I'm correct she was very likely a Salesforce employee.



Salesforce does the Customer Service for ten's of thousands of companies, EA being only one of which. Furthermore EA has thousands of products they provide service for, each of which has an almost infinitude of questions that can be asked.. Memorizing even a speck of that knowledge would be impossible, so they look it up in FAQ's. Bear in mind there is also probably a bit of a language barrier going on, and scarlett may have no idea what an xbox is if she is Indian homemaker hoping to put a little food on her plate.



You could then say EA needs to employ more knowledgeable people, but realize those salesforce people cost pennnies. You can throw up a website and hire them yourself for little more than the cost of the webhosting. If EA starts hiring people knowledgeable in each product they have the cost of video games are going to skyrocket if EA wants to keep it's profit margin, and rest assured that's what the shareholders want first and foremost.



As an aside, to use your analogy of the architect, provided he builds the building to your satisfaction, you can't complain if it takes him 10x as long if you never specified how long it should take. That's what I mean by acceptable level of service.



We may be from two completely different backgrounds... But regardless of background the Fly's and Honey saying holds true. You don't need to be super kind and giving.. Hell I don't give anyone anything, ever... Birthday's, Christmas, Nothing ever... But what I do is let people know I recognize their existence. Holding someone's eye contact and smiling, or repeating their name is all it takes to have someone recognize you in turn.. The by product of which is superior service and attention.

[xODD7BALLx]

I'll end with this before topic is closed deleted etc by my request.

Had I known that an attempt at humor that most had a sense of would be met with such grief, anger, and such(hell I forgot it was the internet for a moment), I would have never posted it.

If you feel and have vocalized that I'm a ****** or a dick, well I'm happy for you that you can get on the internet and be such a badass, despite no efforts of my own to call you any of the above or anything else.

The point of the sarcasm and smartass remarks were meant with humor, even at the customer service agent's expense. Some people think slap stick is funny, I dont but I dont say that their sense of humor renders them to being a dick.

No smartass comments or sarcasm would have surfaced in the chat had the agent made her lack or being void of training for solving something as simple as confirming or clarifying the details of the process of how and when what I paid for was going to be shipped and delivered, and that is not my problem and making it my problem resulted in sarcasm and smartass remarks.

If those that can honestly say that they've never gotten frustrated once in their life and said anything other than blissful, kind-hearted comments even when it seems the frustration level is exceeding what it typically should be all things considered, then you're some divine and saintly people. But I doubt you've all been so.

And if you feel that paying for something with your money doesnt matter whether it is correct or confirmed to be what you indeed paid for, then you must have no reason to want or need anything because you have enough to not care if it's wasted.

Modifié par Operative84, 27 octobre 2009 - 06:53 .

[Lucy Glitter]

Why are you justifying it? Can't you accept that some people just didn't like how you handled the situation? Why you are even advertising it to people is beyond me, but you should accept the fact that some people won't like someone who is blatantly insulting to some employee while others will find it hilarious. 

(Edited spelling error)

Modifié par Lucy_Glitter, 27 octobre 2009 - 07:17 .

[fairandbalancedfan]

Lucy_Glitter wrote...

I think it's kind of funny, but did you need to be so rude? The poor chook just needs money. I once had one of the nicest conversations with a old lady over the phone who was selling something. She didn't care that I didn't want to buy it, we just had a nice old chat about things.

I feel warm and fuzzy inside for some reason.

[Lucy Glitter]

fairandbalancedfan wrote...

I feel warm and fuzzy inside for some reason.

Damn well you should.

[packardbell]

Am I missing something here?



How do I see the transcript?