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Total PR Failure by EA and Bioware

by Sean posted Nov 27 2012 10:40AM
I love bad customer service.

I love playing video games, and have been playing Star Wars : The Old Republic online.  But since I have 20 passwords to remember I forgot my password and needed to have it reset. I tried to get my password reset, but when I did, I lost access to two characters that I had started in August that I stop playing when I had to take on a project here at Rock 101.1

So I tried calling EA / Bioware Support and spent the last 103 hours , 10-12 of which on hold.

Instead of being able to get access to my character, I got told to start over and restart a new subscription.

Funny, when companies want your business and yet they treat you like they don't.

Here is the e-mail response from me from their non response.

Today I was told that I couldn't get my characters back which is a direct lie from the first 6 customer service personnel that I talked to and said I could. Your customer service has lied causing me to waste over 103 hours trying and close to 10-12 hours on hold or talking to one of your agents to get this accomplished? They actually had me create a new character and told me that they would be able to merge the characters into one account.

I tried calling yesterday afternoon and was told that the support I needed wasn't available till Midnight this morning, which then turned into a one hour delay until 1 in the morning on hold. The result after being on the phone for nearly 2 hours early this morning ( Midnight - 1:40A , which was the time I was told to call to get to customer service) is "We are going to research this and call you in the morning"

Did I get a call in the morning?
Rather than trying to find a solution that would work with me (We can't merge your characters over, but enjoy some Cartel Coins or some experience bonus stims that will help you create new characters) ,  and rather than the phone call that was promised by your Tier 3 supervisor from Galway at 1:40 in the morning, you send a form letter that basically blows me off. 

Your response is No, we can't help you and we don't care.

ONE of your agents actually told me to WAIT spending money with you until I got my accounts merged!

This is a EPIC FAILURE from a company that I have spent plenty of money for games for my Wii, X-Box, and online.

Great job BioWare Great Job EA. I've never had such a poor response to an issue. All I wanted to do was pay you money so I could enjoy your game. You have delivered the most ineffectual and embarrassing public relations in the world.

I'll tell my listeners on the RADIO what a true weak company looks like. It's you.

And no, I won't be referring anyone to your game now or in the future until this is resolved. I will also be posting this on my radio station radio blog so everyone will know how horrible your customer service is.

Please contact me if you wish to discuss this further.


On Tue, Nov 27, 2012 at 8:25 AM, Star Wars: The Old Republic Customer Service <support@swtor.com> wrote:
Dear Sean,

Thank you for contacting us concerning the possibility of merging your accounts. We do apologize for any delay that you may have experienced in having this issue addressed.

We understand you wish to have two of your accounts merged. I am very sorry to report that unfortunately we are unable to complete this request. I do apologize if a colleague may have insinuated that this action might be possible. A character created on a profile are bound to said profile and are non-transferrable. Again, I am sorry that we will not be able to assist you in this regard.

Please do not hesitate to contact us again if there is anything further we can help you with.


Star Wars ™: The Old Republic™ Customer Service

Filed Under :
Topics : Human Interest
11/27/2012 10:40AM
Total PR Failure by EA and Bioware
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