Tag Archives: swtor customer service

SWTOR & My Unexplained Ban: Part 2

The other post was getting lengthy, and as this is the last update I foresee posting (and also, a longer one), I’m writing it in a new post. If you don’t know the story behind this, you should read SWTOR & My Unexplained Ban: A Cautionary Tale. Context is everything.

Update: The Resolution

Update, Wednesday, June 20th, 9:02 p.m. I know I said I didn’t foresee updating again, but we might have a breakthrough here, guys:

Dear [...],

I am J– of Star Wars: The Old Republic Customer Service.

I have been trying to contact you over the phone today to discuss your accounts suspension. Unfortunately I believe we may either have an incorrect contact number or have been calling at an unsuitable time.

If it is appropriate for us to call you, please provide us with a time which suits best and phone number that will reach you.

If you do not wish to discuss this over the phone we can always correspond over email.

Thank you for your time.

If you have any further questions about this, or any other issue, please do not hesitate to contact us again.

Sincerely,

J–

Star Wars ™: The Old Republic™ Customer Service

I sent him back my phone number and the best hours to call. I’ll let you know what happens.

—————————————————

Here is the email I received today:

Dear [...],

I am J– of Star Wars: The Old Republic Customer Service.

I am contacting you in relation to your one week suspension as a result of a Terms of Service violation.

I am very sorry if your suspension has caused any confusion or frustration. Terms of Service have examined your case in detail over the course of your dispute emails and have found that the suspension action on your account still stands. This one week suspension will be lifted on the 22nd of June.

Thank you for your patience in this matter, and if there’s anything further we can help you with please don’t hesitate to let us know.

Sincerely,

J–
Star Wars ™: The Old Republic™ Customer Service

We would love to hear your feedback on our Customer Service and invite you to fill out the following survey which will help us to continually improve our support!

There are so many things wrong with this message in light of everything I’ve already experienced, I don’t even feel like listing them out again. I have faith that those who have kept up with this rollercoaster ride can find all of its irony and frustration on their own.

I was on the fence about canceling until I got this. I’m not canceling because I got banned for a week. If I had knowingly done something wrong–or even if I had unwittingly done something wrong and was told what had happened so I could prevent it–I would have accepted the ban with no question. No, I’m canceling based on the principle of this whole experience. No customer should ever feel like this.

Here is the message I included when I canceled my subscription:

You can read the full account of my experiences here: http://battlechicken.wordpress.com/2012/06/16/swtor-my-unexplained-ban-a-cautionary-tale/. Not that you will, but you’re certainly welcome to.

This is why I’ve chosen to cancel my subscription:

I have been falsely accused of cheating four times now in the course of three days. I realize that whatever you’re seeing on your end must look very convincing, but whatever you’re seeing is wrong. If I did use a third party program with SWTOR, I am STILL unaware of what program I used, and I didn’t use it intentionally.

No one will talk to me. If someone would have an actual conversation with me, asking what programs I’ve used, what happened to me in game, getting details about what I have been doing, then maybe we could clear this up. I refuse to be treated unfairly and then get form letter after form letter telling me that I’m wrong without any actual discourse with your company.

There has been no legitimate attempt by your customer service to help me figure out what happened in this situation (exception given to JJ @SWTOR on Twitter, who did actually reach out to me). You have, in essence, treated me like a guilty liar without attempting to find out from me personally if there could be any truth behind what I’ve said. Based on the responses I’ve gotten, I’m still not sure anyone has actually read my emails.

I have been patient and thoughtful in all of my responses. I have tried to create some kind of communication, first by earnest emails and then with public support, and I’m still getting the exact same email over and over with absolutely no personal recognition of my experience or frustrations.

I still hold a faint hope that this could be resolved, not only for my sake, but for my husband, who is extremely upset that the game he’s waited for so long is being ruined for him with my issues.

Also, I hope you resolve your Customer Service issues in general for the sake of all of those others who have experienced this or similar and haven’t had the platform to voice their opinions and garner the support I have. I might have felt downright bullied were it not for the wonderful MMO/blogging/Twitter community that has consistently had my back through this situation.

However, my subscription is set to renew tomorrow, and I refuse to give that $15 to a company who treats their customers like liars and declines person-to-person interaction in a situation that has escalated to this point.

For this reason, I am canceling my subscription.

Good luck to you.

Sincerely,

[...]

C’est la vie. 

I’m sad about not being able to play a game I enjoy, but my principles will not allow me to sit down and accept this. Maybe there’s still some resolution to be had and I can come back. I hope so.

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