There really is no great way to start this other than this, an emailing Detailing a convesation I had with a customer service rep for PlayOnline on 9/12/08.
Hello,
I have been having trouble completing a world transfer with a content ID I reactivated on 5/26/08.
I initially attempted to purchase a world tranfer on June 16th, and I received a "technical Error" message, I attempted to
Contact a GM who then advised me I would be eligible in September. My account was charged $25.00.
On September 12th or 14th, I attempted to process the world transfer and received the same error message, I once again contacted a GM who told me I would be eligible in October. I checked my account status online and confirmed my Content ID had been active for at least 90 days.
I then decided the best course of action would be to speak with your customer service office. I have been a member a little over 2 years, and I have to say the "support" I received left much to be desired...
I spoke with a Customer Service Representative by the name of XXX.
I asked XXX if my account would be charged for the second (and also FAILED) account transfer, he advised me it would not. He then said that he would try to "push" my world transfer through. After being on hold for about 5 minutes He advised me there was a "problem" with my account and he had to contact a supervisor, I spent quite some time on hold again, and when James came back he said there was" something wrong" with my account, but he would not go into details, he took my name and my cell phone number and my non-PlayOnline email address said he would have someone contact me.
This was 3 weeks ago today, I've not received a call, voice mail, or even a play online message from anyone at your company regarding my account, however I do see you took the liberty of charging me $25.00 a second time for a service I did notreceive.
I would appreciate a phone call or email regarding this issue, and how it is going to be corrected. I have paid $50.00 for a a service which has not been completed, and told there is a "technical error" with my account.
In a perfect situation I would like the World Transfer to be processed and completed on my Content ID from the Fenrir server to the Gilgamesh server, I would also like to be refunded the additional $25 for the second transfer I was told to request.
End email
Okay, so this was sent Like EARLY last friday... No response, So I called Customer Serivce today (side note: I don't know how many of you have HAD to call their CSR office, let me tell you it's a nightmare, expect to hold and listen to a girl with poor enunciation reassure you that someone will be with you shortly, for at least 20-45 minutes) and spoke with another CSR... Who's name I will not mention.
Now i've worked in Customer Service pretty much my entire career, I worked for Hilton, I've Worked for BellSouth (internet tech support!) I've worked for financial institutions... And this by far was the most ridiculous conversation I've EVER taken part of. And to clear the air, I know first hand, it sucks when someone calls in and they are pissed, and it's not your fault... I understand that. So no I did not yell, I did not scream I did not curse... But this boy pushed me to my absolute limit today. Not to mention I'm damned sure every response I got, was off a cue card.
The conversation went something like this, I outlined the email sent above. LONG PAUSE -
CSR: "Well were working on the issue but at this time we don't have an estimated time for this problem to be resolved. Is there anything else I can help you with today." LONG PAUSE.
Me: Well that's fine, I'm not concerned about the "technical" aspect of things, I'm concerned about my bill. What is to be done about that?" LONG PAUSE
CSR "Well, as we don't have an estimated time that there will be a resolution to the situation, I can't say."
Me: "This is a billing inquiry, not a technical inquiry. I'm not concerned about the ID being moved, I'm concerned about the additional fee, I'd like it to be reversed." LONG PAUSE
CSR "Well I can't do that until we have a resolution from our technical office of the characterS you were attempting to transfer."
ME: "No, Character, I only have one, so there should only be one fee, as you've admitted it's a technical situation, hence it is not my fault. I want to move one character not two." LONG PAUSE... Hello?
CSR"Is there anything else I can assist you with today?"
Me: "YES, I would liked the charge reversed on my card."
CSR: "Well until we have a resolution-"
ME: I understand the technical aspect of needing a resolution, however, the techincal aspect which was confirmed by the REP I spoke with previously, and the Supervisor he conferenced in on the call due to the odd technical situation, is not something on my end, it's something on your end. Therefore I should not be penalized, especially after I was advised the second fee would not be charged, I would like to speak with a supervisor please."
CSR: Well he's gonna tell you the same thing.
ME: I would like to speak with a supervisor please. LOOONG PAUSE
CSR: "I don't have any superiors to connect you with."
ME: "Okay... Are you a supervisor? Because if you are, I would like your employee ID number so I can record who I spoke with. If you are NOT a supervisor, I would like to be connected with one in the customer service department. I understand as you have redundantly pointed out there is a technical issue, which I have acknowledge several times, however you are not acknowledging the concern I have brought up about the billing issue. I would like to speak with a supervisor as this was promised to me by one of your co-workers, who got the answer from HIS supervisor, is there not a supervisor in the customer service office at 4:30 PST?"
Hold music for five minutes.
CSR 'My supervisor said the same thing."
Me: May I speak with your supervisor
CSR: The said the same thing. *DISGUSTED SCOFFING*
Me: Do you keep case files there?
CSR Yes.
ME: Do you have mine open and do you see where I called in last month regarding this issue?
CSR Yes.
Me: Do you see my notes with?
CSR: Yes.
Me: Does it mention the billing issue?
CSR: Yes but we can't move the ID due to the tech-"
Me: Please, there is a technical issue correct? I understand that, how are technical issues on the part of your company, and charging my card for a service I've not received twice, especially after I was told the second charge was going to be removed related? I have been a suscribing customer of yours for over 3 years, and I know that I'm an ID number with a steady stream of cash in your employer's bank account, however, I do not understand that it's confirmed: Technical Issue, cant move my ID until it's resolved. I get that, I don't understand why it is so hard to reverse a $25.00 charge? I work for a HUGE finance company, and yes mistakes are made, be that human or technical, but we FIX the situation. I would like to speak with someone regarding this, a supervisor to be exact. You are not answering the question I am asking, now if this was an error that the previous rep made in telling me that I would not be charged, I understand that and mistakes happen. BUT throughout the entire course of our conversation, you have not once informed me that the previous CSR was mistaken, and keep referring to the technical issue. Now, If you don't mind I would like to speak with a Supervisor in the Customer Service office please. I am not mad at you, I'm extremely frustrated with this situation."
CLICK. The CSR Hung up on me, and it sounds like I'm not getting ANY of my money back.
0 comments