Sword and Bored: Customer service

How universal are customer service issues? I don’t mean issues that the customer service department has with customers but rather issues customers have with customer service. A few years back Jef did a series of articles that tested the quality of different aspects of a game’s community, and one of the things he tested was customer service. During that series, I don’t remember any one company receiving a truly terrible customer service review in that series, but I do remember some horror stories from friends.

Where we last left Mo, he needed some help. And the falling cow was going to do no good. Let’s see what he does in this week’s comic…

SnB33-customer-service

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31 Comments on "Sword and Bored: Customer service"

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melissaheather
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melissaheather

I’ve only ever had a couple of reasons to contact customer service, one good, one bad.   Once in LOTRO I somehow lost a key quest that allowed my character to progress past a starter zone for dwarves, and i couldn’t seem to get it back, and the GM couldn’t reset me.   They told me I just had to roll a new character.   That sucked. 
The other time was very amusing.  I had a nice house on Naboo in SWG and this irritating squad of stormtroopers kept spawning on my lawn every few days.  When I complained to a dev, they just replied back (very correctly), “get some rebel friends and drive them off ;-)”

Apollymi
Guest
Apollymi

Yeah, that’s my biggest issue with customer service.  I tell them in detail, yes I tried the logging in/out FIRST!! because I’m not a total newb here.  And its like they don’t even read what you’ve written in you issue.  It’s all canned responses and none of them are actually thinking about the individual ticket in front of them.  grrrr!!!!

ausj3w3l
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ausj3w3l

playerxx and then I said, we’ll get back to you shortly

ausj3w3l
Guest
ausj3w3l

Oleg Chebeneev Siphaed you must be real fun at parties.

Estranged
Guest
Estranged

Damonvile Estranged My exception on email tickets is FunCom.  They are all over it quickly.  Five to 10 minutes.  Wish them the best, because they try to serve.

Oleg Chebeneev
Guest
Oleg Chebeneev

Siphaed Oleg Chebeneev Its like skipping love story in Titanic movie showing only when Rose hopped on ship and then it sank. No. Just no.

Siphaed
Guest
Siphaed

Oleg Chebeneev

They skip the ticket opening panel because it is obviously done in the context. The point of the comic is to present the set up and punchline of the home.  They don’t need to spell everything out for you.

Damonvile
Guest
Damonvile

Estranged I’ve had way worse trouble with other businesses but I can’t honestly say the in game CS reps have ever actually been able to help me. They always give you the “obvious” answers anyone looking at a FAQ could find and then tell you ( if you’re lucky ) they’ve submitted a ticket…so pretty much ” have you tried turning it off and on again ” stuff.

Now I just go right to the live chat people if they have one. normally 5 seconds later my issue is fixed my account is unbroken and I’m back in game.

Damonvile
Guest
Damonvile

Oleg Chebeneev Damonvile At least you’re finally adding something funny to this comic :)

Estranged
Guest
Estranged

Love the theme for the week.  

I’ve had more trouble with other business types, however.

Estranged
Guest
Estranged

schlag sweetleaf Oleg Chebeneev Damonvile LOL

schlag sweetleaf
Guest
schlag sweetleaf

Oleg Chebeneev Damonvile Remember, you can’t spell prolegomenous without oleg ;p

prolegomenous

adjective

1.prefatory; preliminary; introductory.
2.characterized by unnecessary or lengthy prologuizing.

Estranged
Guest
Estranged

Oleg Chebeneev With 4 panel, you skip that and assume this part is understood.

Syntho
Guest
Syntho

My worst encounter was TESO’s customer service. It took it, belive it or not, a month to answer a bloody ticket. Final Fantasy XIV mail it’s also a pain, but the chat service instead is pretty efficient. To this day blizzard is the best customer service I ever got to use.

Oleg Chebeneev
Guest
Oleg Chebeneev

Damonvile Oleg Chebeneev In every issue Im being incredibly useful by correcting mistakes and sharing constructive criticism. Its what I commonly do. Being incredibly helpful

John Wise
Guest
John Wise

Why fix this? Just draw a ship next to MO and call it Star Citizen.

Denngar
Guest
Denngar

This was me for several days in WoW in, like, the first year of release -_-

Damonvile
Guest
Damonvile

Oleg Chebeneev Damonvile Then do everyone a favor and stop trying.

Oleg Chebeneev
Guest
Oleg Chebeneev

Damonvile Its hard to give advice about jokes, when comic is obviously in “psychological drama” genre.

Damonvile
Guest
Damonvile

Its kind of hard to give advice about jokes when he’s never actually got one of them.

Mezla
Guest
Mezla

Oleg Chebeneev im sure dealing with you wouldn’t be worth it.

Oleg Chebeneev
Guest
Oleg Chebeneev

GMs dont contact you when you stuck or when you logout. They contact you when you apply a ticket explaining the problem.

If authors willing to have professional consultations and facts verification on comic issues _before_ they get posted, I can help. Free of charge. Well, almost.

shadowblender
Guest
shadowblender

If I was from CS, I would recommend him to play a another game.

Damonvile
Guest
Damonvile

Reht Damonvile Until I saw that show I never really realized just how often that works. I mean I always just did it when  I had a problem with windows and it worked most of the time. Much like the aim of this comic. every day things you just never really thought about :)

jsmooth1
Guest
jsmooth1

The most horrible customer service experience I’ve ever had? It was when a friend of mine and I were trying to connect our PS3s (over the Internet) to play Diablo 3. If you ever have this problem; Blizzard points to Sony. Sony then points to Blizzard. It’s an awful situation to be in.
By far though, we were treated the worst by the Sony rep who was pretty much calling us liars. Then after a heated discussion between my friend and the rep; the rep acted like he hung up (we were on a 3-way call) and then announced himself again later in an “Ah HA!” type moment like he was trying to catch us saying something stupid…

KenAddeh
Guest
KenAddeh

Aww unfortunately Jef’s articles came well before GTA V:Online/Rockstar’s customer service blunder.

Hanging up on customers is a great customer service tactic!

Wratts
Guest
Wratts

Reht Damonvile I started my career in IT support in a medium sized office (~200 people).  I got so many calls for issues that stopped happening by the time I got to the person’s desk.  
After a while I just started making up the most outlandish explanations I could to see if they’d buy it “oh, yeah, I bamboozled the flibbertigibbet from my PC before I came over.  Just wanted to make sure it worked.”

playerxx
Guest
playerxx
digi_owl
Guest
digi_owl

Reht Damonvile Its sad how easily a modern computer gets its state into such a mess that the most reliable thing to do is to pull the plug and start over.

Reht
Guest
Reht

Damonvile LOL, after providing year of IT support (not as part of my job but because i was more competent than our help desk), I taped this photo on my door at work and would point it when someone would walk in, they would turn around and walk right out, about half the time they didn’t come back.  Definitely didn’t provide great customer service, but kept my sanity.

Damonvile
Guest
Damonvile

Have you tried turning it off and on again ?

I could totally work in IT  :)

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