Capt Sheridan wrote...
I tried using their online help for a forum access problem i was having (silly me, didnt realize you had to register the game first). anyway i got a friendly person from india. He was polite, but not helpful. After 15 minutes of describing the problem and waiting, he finally just said "i apologize but my system tool appears to be down. could you please contact us at a later time?". so i just said thanks anyway and used the email contact form. Which finally, 2 days later i got a response asking if i still needed help...not a solution, but just another affirmation asking if i actually need anything.
I have been in customer support and services for various ISPs and software companies. This approach is not good and will never leave a good impression with your customers.
oddly, seems we had exact opposite experiences. However I must say here that with emailing, I had over 6-7 different people handling the ticket, where none of them bothered to actually read my first post, while the friendly neighbourhood live support guy read my story, and went to resolve it with just 1 or 2 follow up questions