141 réponses à ce sujet

[Kilshrek]

Breaking this down;

1) OP says he doesn't have the soundtrack. He also says he has the CE and redeemed online pass, which CS guy doesn't read because;

2) CS guy says go to this page, and only CE owners are entitled to soundtrack.

3) OP replies by repeating that he has CE, redeemed online pass, and that it isn't showing up

4) CS guy says OP doesn't seem to be an owner of CE, says go redeem online pass (again, not reading)

5) OP repeats himself and loses temper (cannot be defended, but understandable)

6) CS guy asks what the nature of the problem is (how is this acceptable behaviour from customer support? after the customer had gone on about the problem twice, in text)

7) OP then gets ever more impatient as CS guy doesn't understand the problem (it's a basic I can't see the product I'm entitled to). Arguments on the exact nature of the word entitlement are for another time, here it clearly means that the OP bought something, but hasn't got it.

8) CS guy then shows he didn't comprehend the problem by asking if the OP had downloaded the soundtrack, but it's not showing up in entitlements.

9) OP says he does not have soundtrack. It does not show up on his entitlements page.

10) CS guy asks what the error is when OP tries to download it.

3 very clear moments when CS guy simply did not understand the nature of OP's problem. Why is this OP's fault? Well, losing one's temper is never on and all that, but OP never once used abusive language towards CS guy, and I hope to draw your attention to that. By the end of the 25 minutes however OP was understandably frustrated and wanted to escalate the issue. So, why is this OP's fault again?

Modifié par Kilshrek, 06 mars 2012 - 11:06 .

[Alraiis]

Massefeckt wrote...

God I hate the constant "Entitled" stuff always put forward on this forum. He has paid money for a product that isn't working he is very much entitled, he's as entitled as it gets. This isn't a charity it's a business that is supposed to provide a service, they have failed in his case, they are at fault, they have taken his money and not given him the products he has paid for. He is entitled full stop.

It was a 25 minute conversation where the CS rep had shown he/she had no knowledge about the service they were providing and all he did was write in caps. Trust me thats doesn't even come close to being rude/a dick/arrogant or whatever else people here are calling him. Again I swear people would defend EA/Bioware if they stole candy from a baby then took out billboards to brag about it. "Bloody baby and his entitled attitude! Bioware/EA has every right to take your candy! You should be grateful they deemed you worthy to steal from!"

Sorry if my word choice was loaded. Yes, the OP is entitled to their soundtrack. No question. But I don't agree with the idea that companies are so obligated to bend over backwards to do anything to please a dissatisfied customer that simply taking too long to figure out how to solve their issue is justifiable cause for outrage.

The customer and EA want the same thing in this situation. An extra ten minutes of conversation or an extra modicum of understanding on either side could have accomplished that mutual goal.

[FERMi27]

Stanley Woo wrote...

Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.

Mr. Woo, do you know that the customer is always right?

[Kilshrek]

Alraiis wrote...

Sorry if my word choice was loaded. Yes, the OP is entitled to their soundtrack. No question. But I don't agree with the idea that companies are so obligated to bend over backwards to do anything to please a dissatisfied customer that simply taking too long to figure out how to solve their issue is justifiable cause for outrage.

The customer and EA want the same thing in this situation. An extra ten minutes of conversation or an extra modicum of understanding on either side could have accomplished that mutual goal.

Like I said above, going by the conversation, I believe the burden of understanding fell more heavily on EA's customer service side.

Getting sent around in circles for close to half an hour is nobodies idea of fun. I was made to wait nigh on 30 minutes just to talk to someone at the bank, all the while this awful tinny sounding classical music was going on, almost as though it was designed to make you hold the phone away from your ear so the guy on the other side could put the phone down asap, because it seemed like there was no one on the other side. But once the call was answered my problem was solved within 5 minutes.

How is waiting for 25 minutes to be told, in essense, the same things you were told in the first minutes a reasonable outcome?

I understand that there is a fair bit of "underdog" sympathy going about simply because OP became frustrated at the end of a very unproductive CS troubleshooting session, but I ask anyone if they would be any less frustrated after being given the run around. This bashing of the OP is far worse than anything the OP had ever said to the CS guy. So how is this fair?

Modifié par Kilshrek, 06 mars 2012 - 11:25 .

[Chromie]

OMG did anyone else get your Origin preorder codes AND amazon/gamestop codes from your CS rep?

[Dragoonlordz]

Massefeckt wrote...

Dragoonlordz wrote...

Massefeckt wrote...

Number 1 rule of CS - The Customer is always right, even when they're wrong.

This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.

Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.

That rule does not apply to all situations, I have customer service qualifications too. 

You are supposed to help the customer best you can, if cannot resolve their issue you pass it on to someone else who might be able to and failing that onto your manager or superior/supervisor/boss. The language and attitude of the customer can justify explaining that the customer calm down, cool their head and stop the abuse if wish to get assistance or will be passed on to the supervisor of which if you can't cool your head and continue throwing verbal abuse you risk having putting down the phone and told to ring back when in a more calm state of mind. It is not their job to be insulted and abused verbally. If you think that it is then your customer service during university was poorly managed. A company has to look after also the health and wellbeing with duty of care to their employee's.

The guy wrote in caps after getting nowhere for 25 minutes it was hardly a verbal assault.

Point was your rule number one does not apply in all situations. My reply was not regarding whether or not the OP was being rude. On the OP's issue instead of just repeating himself, if the customer advisor does not understand your problem, you the customer have to clarify or failing that ask for another advisor. Now the OP did ask for his supervisor but we have no idea whether the representative went to get his supervisor only that he apologises for the current situation of which the OP I guess just quit the chat so at that point I do not know what happened after except the user ended the chat I assume because I do not think that is the full conversation unless the OP cut off the advisor. 

The OP said he has the CE but does not show in his profile on BSN so cannot download it. Advisor gave him a direct link to where can download it if have registered the CE incase was looking in wrong place. OP then repeats he has the CE but cannot download it. Advisor implies that on his system the OP is not registered as having the CE or that the link gave him for direct download of it is saying he does not have the CE in that case so he gave the OP a method to try to resolve his issue. The OP starts throwing a hissy even though the representative has so far tried to help him first with link and second with method to try. The OP makes comments about being an error and being in error and the advisor appeared to misunderstand and thought OP had an actual 'error' message and asked if was the case. At this stage the advisor did not do anything majorly wrong except misundertand the OP when kept mentioning error of which he asked for clarification and also asked for more details about when tries to download it on the link provided at the start (basically what happens or says, when he goes there). OP then continues with a hissy moment and copy and pastes (part) of the conversation for BSN to post on. 

Modifié par Dragoonlordz, 06 mars 2012 - 11:43 .

[Everwarden]

junkiebaby wrote...

Wow.
And not a 'wow' at them, either.

That. Seriously, OP, grow up. 

I'm almost wondering if this is trolling, or if you really are just a huge whiny baby. 

[NOD-INFORMER37]

While most EA support ppl are virtually useless, you have to admit, their names are pretty friggen awesome.

The last one I had was "Vikas"

[Farbautisonn]

NOD-INFORMER37 wrote...

While most EA support ppl are virtually useless, you have to admit, their names are pretty friggen awesome.

The last one I had was "Vikas"

-Ermn.. wat?

[Dragoonlordz]

FERMi27 wrote...

Stanley Woo wrote...

Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.

Mr. Woo, do you know that the customer is always right?

That is a misconception spouted by customers and poor management. It only applies if the customer acts responsibly and in a reasonable manner without throwing verbal abuse at the staff member. This is not directly relating to the OP interaction but in general that rule is not true they are not always right. They are right to be helped best a company can or offered a refund if cannot help unless verbally abusive towards the staff. In which case they warn the customer either cool off and ring back when done so or stick it in writing. Like said companies have a duty of care towards staff, poor management in some companies ignore this but that just makes that a very poorly managed company.

Proper business that have good managment try to resolve issues best they can or worst case offer refunds if cannot. They also look after their staff and advisors and any abuse taken too far regardless of it the customer has a valid complaint, the company/business can and should warn you and failure to take heed of that warning about your language or attitude is within right to tell you to ring back when cooled down and ready to leave the abuse out then hang up on you until that time.

Modifié par Dragoonlordz, 06 mars 2012 - 11:45 .

[Crymson84]

My experience was with morons who were not aware that preordering the standard edition awarded one the AT-12 and the Argus. I got such gems as:

Mukund: The game you have ordered is standard edition. So you have not received any DLC codes.
Mukund: Thank you for contacting EA. Is there anything else I can help you with today?

Mukund: I am sorry to disappoint you. If there was any such [DLC] I would have surely told you.

In short, I was told several times that I did not have any DLC available to me for having preordered. During the course of the conversation, I got an email from EA Support (I had filed an email question the night before) with my preorder codes. I copy/pasted the email to this idiot, so perhaps he'll not be making this mistake with others who contact him with the same question.

Modifié par Crymson84, 06 mars 2012 - 11:46 .

[nuclearpengu1nn]

Customer is always right.

End of line.

[Dragoonlordz]

GreyWarden36 wrote...

Customer is always right.

End of line.

Customer is right only when acts in a reasonable manner.

End of line.

Modifié par Dragoonlordz, 06 mars 2012 - 11:48 .

[Jynthor]

Kilshrek wrote...

Breaking this down;

1) OP says he doesn't have the soundtrack. He also says he has the CE and redeemed online pass, which CS guy doesn't read because;

2) CS guy says go to this page, and only CE owners are entitled to soundtrack.

3) OP replies by repeating that he has CE, redeemed online pass, and that it isn't showing up

4) CS guy says OP doesn't seem to be an owner of CE, says go redeem online pass (again, not reading)

5) OP repeats himself and loses temper (cannot be defended, but understandable)

6) CS guy asks what the nature of the problem is (how is this acceptable behaviour from customer support? after the customer had gone on about the problem twice, in text)

7) OP then gets ever more impatient as CS guy doesn't understand the problem (it's a basic I can't see the product I'm entitled to). Arguments on the exact nature of the word entitlement are for another time, here it clearly means that the OP bought something, but hasn't got it.

8) CS guy then shows he didn't comprehend the problem by asking if the OP had downloaded the soundtrack, but it's not showing up in entitlements.

9) OP says he does not have soundtrack. It does not show up on his entitlements page.

10) CS guy asks what the error is when OP tries to download it.

3 very clear moments when CS guy simply did not understand the nature of OP's problem. Why is this OP's fault? Well, losing one's temper is never on and all that, but OP never once used abusive language towards CS guy, and I hope to draw your attention to that. By the end of the 25 minutes however OP was understandably frustrated and wanted to escalate the issue. So, why is this OP's fault again?

This.
The customer service is there to help, what are they doing there if they fail at being competent? OP had every right to get angry.
Also, the customer is always right.

[Alraiis]

Kilshrek wrote...

Like I said above, going by the conversation, I believe the burden of understanding fell more heavily on EA's customer service side.

Getting sent around in circles for close to half an hour is nobodies idea of fun. I was made to wait nigh on 30 minutes just to talk to someone at the bank, all the while this awful tinny sounding classical music was going on, almost as though it was designed to make you hold the phone away from your ear so the guy on the other side could put the phone down asap, because it seemed like there was no one on the other side. But once the call was answered my problem was solved within 5 minutes.

How is waiting for 25 minutes to be told, in essense, the same things you were told in the first minutes a reasonable outcome?

I understand that there is a fair bit of "underdog" sympathy going about simply because OP became frustrated at the end of a very unproductive CS troubleshooting session, but I ask anyone if they would be any less frustrated after being given the run around. This bashing of the OP is far worse than anything the OP had ever said to the CS guy. So how is this fair?

You're not wrong. A more capable CS rep would have understood better, communicated clearer, or have done any number of other things to handle the issue more efficiently.

I think the bashing is due to the fact that the OP felt compelled to post the entire conversation and complain about it to the community. That accomplishes little. But I, for my part, was not trying to bash the OP. I was only trying to say that problem solving of this nature is a two-way street and that while irate frustration may be understandable and excusable, it should not be considered a right you earn just by putting money down and gaining the untouchable status of "customer."

[Kilshrek]

Dragoonlordz wrote...

Customer is right only when acts in a reasonable manner.

End of line.

This is true, but the same applies to customer service reps. You expect them to have a reasonable knowledge of the issue, or at least have a reasonable understanding of the problem. When you don't get reasonable service from customer service then what do you do?

Alraiis wrote...

You're not wrong. A more capable
CS rep would have understood better, communicated clearer, or have done any number of other things to handle the issue more efficiently.

I think the bashing is due to the fact that the OP felt compelled to post the entire conversation and complain about it to the community. That accomplishes little. But I, for my part, was not trying to bash the OP. I was only trying to say that problem solving of this nature is a two-way street and that while irate frustration may be understandable and excusable, it should not be considered a right you earn just by putting money down and gaining the untouchable status of "customer."

Of course, I'm sure many of us here would have done some form of work that required them to come into contact with other people at some point or another, sometimes as customers. I've done sales before and my manager was my friend, and I still got told off when I sounded frustrated(I never said anything that could remotely be considered as unfriendly towards the customer). Anyway this customer was having me run in and out of the store room with the same shoes a couple dozen times. You may get the idea.

But coming back to the issue, I know that some people here very reasonably point out that the OP was wrong to lose his cool, and I don't say I defend that, but I am saying I fully understand where the OP's frustration is coming from, something which many other posters seem to totally ignore in favour of simply saying "OP you were acting like a jerk". I wonder if they did the same thing as the CS rep and merely glanced through the text without actually reading it. Another problem is the word entitlement, which is a perfectly valid word, which has unfortunately achieved pariah status here because it's the go-to word when someone is acting foolish.

How else would you describe all those extras that came along with the game, if not with the word entitlements? If I bought the CE, I get the soundtrack, fabric patch, etc. These are bonuses, I am entitled to them because I have paid extra for the CE. Entitled, I said it, does it grate on the nerves of some like fingernails down a blackboard?

Modifié par Kilshrek, 06 mars 2012 - 11:59 .

[Dragoonlordz]

Jynthor wrote...

The customer service is there to help, what are they doing there if they fail at being competent? OP had every right to get angry.

Also, the customer is always right.

http://social.biowar...64122/4#9665917

Modifié par Dragoonlordz, 06 mars 2012 - 11:59 .

[Abirn]

Sparatus wrote...

All of the people spewing the phrase "The customer is always right" need to work in retail. Or any job that requires extensive interaction with customers.

Basically this.  The customer is usually a jerk and either an huge idiot or trying to scam something.

[Dragoonlordz]

Kilshrek wrote...

Dragoonlordz wrote...

Customer is right only when acts in a reasonable manner.

End of line.

This is true, but the same applies to customer service reps. You expect them to have a reasonable knowledge of the issue, or at least have a reasonable understanding of the problem. When you don't get reasonable service from customer service then what do you do?

They will not have that knowledge of the issue until the issue is explained to them. If you are recieving poor service or difficulties in a language barrier or even believe the representative does not understand your situation you need to clarify or ask for another member of staff which is perfectly fine. My point was the customer is not always right, they are right when act in a reasonable manner and if they cannot act as such after recieving a warning the company has a duty of care to the staff incase a customer is being verbally abusive. The customer has to either cool off and speak to them again or write to them instead. My point was not in relation to the OP's chat. My point is the misunderstanding of just what the reality is of customer services. It is a phrase spouted by ignorant people who have probably never worked in retail in their life and if they have then they have worked under extremely poor management. I have worked in retail, I have customer service qualifications. This is the reailty not their catchphrase that may of been taught to them by poor management or badly run courses or simply latched on to it in ignorance.

Modifié par Dragoonlordz, 07 mars 2012 - 12:04 .

[Dave Exclamation Mark Yognaut]

Please don't be a dick to the customer service. If you're mad, write a metacritic review or something like everyone else.

[GME_ThorianCreeper]

Sparatus wrote...

All of the people spewing the phrase "The customer is always right" need to work in retail. Or any job that requires extensive interaction with customers.

I have worked in retail and I hate to disagree with you but the customer IS ALWAYS RIGHT!  Yes they can be total jerks and have absolutely no idea what they are talking about.

But when you know your right and the customer is wrong and they continue to disagree with you.  Thats when you calmly lead the customer to your suervisor or manager where he can handle the issue.

Also, if the EA employee did not know what he was talking about he should have guided th OP to another CS person who knows of the issue and can handle it.  If I work in a grocery store and someone asks where the jello is am I gonna point them towards aisle five even though im not sure if the jello is there?  Thats basically what the customer service agent did to the OP, multiple times.

Modifié par GME_ThorianCreeper, 07 mars 2012 - 12:04 .

[Crymson84]

Sparatus wrote...

All of the people spewing the phrase "The customer is always right" need to work in retail. Or any job that requires extensive interaction with customers.

Oh, I know. I once got fired from a retail job because a customer decided to file a horribly embellished and mostly false complaint against me. By no means is the customer always correct.

It's the responsibility of customer service to resolve matters in the best manner they may, and it's also the duty of the customer to remain calm and reasonable if they'd like this to be done most efficiently. However, a gray area is entered when customer service is obviously wrong, i.e. in telling the customer that they don't actually have something they've already paid for.