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My Experience with SE phone support

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  • #1

    My Experience with SE phone support

    Let me set the stage by explaining why I found it necessary to call SE..
    So last night I returned home after a few days on the road for business, when I went to log in while the automatically login button was still checked, to my horror, my password was no longer in the box,,, it was empty and I haven't put that thing in since I got the game. So I tore my house apart, couldn't find the pswd and thought what the heck I'll give them a call.
    I had heard horror stories around the internet so was prepared for the worst, what I received was a pleasant surprise. After a few min on hold I was connected to a rep, I explained to her my situation and told her I was willing to give her any and all information she would possibly need to facilitate getting back to my virtual home. She asked me for the first and last 4 digits of my CC, the first and last 4 digits of my reg code, my full name B-day billing address, play online ID and that was about it, took all of about 2-3 min and we were done... It was by far one of the easiest and most enjoyable experiences I have ever had with over phone support.. Not sure if I just got lucky, or if they have improved there processes.. I ended my phone call by telling her what a wonderful job she and her company were doing and she informed me that it was her job to make me happy, since without players like me, she would have no job at all. Now that is the type of attitude we need more of.
    Tags: experience, phone, se, support
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  • #2
    Re: My Experience with SE phone support

    Good Job SE
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    • #3
      Re: My Experience with SE phone support

      I thought this was gonna be a horror story.

      Phew. I second KG's post. I just don't know how to make my text that big.
      The Tao of Ren
      FFXIV LowRes Benchmark - 5011

      If we don't like something, collectively, if our hatred for it throbs like an abscess beneath every thread, does that mean that they're doing something right?
      Originally posted by Kaeko
      As hard as it may be, don't take this game or your characters too seriously. I promise you - the guys that really own your account don't.
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      • #4
        Re: My Experience with SE phone support

        I Third his Post

        Edit: SIZE="16" /SIZE is the tag (i removed the [ ])
        "Death shall seek you out, If death fails, I promise you, i wont." ~ Srxjo (me)
        "My lips are stained scarlet red from my blood" ~Srxjo (me)
        "The greatest pain in this world is losing that which is closest to ones own heart" ~Srxjo (me)
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        • #5
          Re: My Experience with SE phone support

          Trust me I was worried all night and morning waiting for them to open up that this would indeed be a horror post, me thinks my wireless keyboard may have flown accross the street if they would not have been able to get me back in..
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          • #6
            Re: My Experience with SE phone support

            well at least you had a good call center experence...while I'm stuck working in a bad IBM call center...
            Shadowneko's FFXI Newbie Guide 2009
            (have fun MMO players ^^)
            Jon Davies AKA: Shadowneko of Midradsomr...soon to be transferred to Quetzalcoatl
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            • #7
              Re: My Experience with SE phone support

              SE: "I'm sorry, but the Password is in another castle."

              /timefreeze.
              The Tao of Ren
              FFXIV LowRes Benchmark - 5011

              If we don't like something, collectively, if our hatred for it throbs like an abscess beneath every thread, does that mean that they're doing something right?
              Originally posted by Kaeko
              As hard as it may be, don't take this game or your characters too seriously. I promise you - the guys that really own your account don't.
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              • #8
                Re: My Experience with SE phone support

                I've seen the Time Warner Cable (a very huge television cable provider in the NY/NJ/TriState TV market) call center.

                The people there don't have engineering degrees. They might not even have college degrees.

                That's why I try my best not to yell and instantly get transferred to a higher level tech that can understand all the jargon and converse with me on a level I'm familiar with.

                Yes... I unplugged my modem and checked the connectio-
                What?......
                Yes, I waited 30 secon-
                ............
                Ok, I'll hold.

                Makes you wanna hurt someone..
                The Tao of Ren
                FFXIV LowRes Benchmark - 5011

                If we don't like something, collectively, if our hatred for it throbs like an abscess beneath every thread, does that mean that they're doing something right?
                Originally posted by Kaeko
                As hard as it may be, don't take this game or your characters too seriously. I promise you - the guys that really own your account don't.
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                • #9
                  Re: My Experience with SE phone support

                  I don't know... "first and last 4 digits of my reg code" and "play online ID" are just about as hard as anything else.
                  Current Server: Asura
                  Current Home Nation: Bastok (Rank 10)
                  Race/Sex: Elvaan/Male
                  Main Job: 75 DRK / 37 SAM,RDM,NIN,WAR,WHM
                  Main Craft: 73 Cloth

                  (Read this at a normal pace...)
                  Tihs Msseage Connat Be Raed By Nromal Huamn Biegns. Pelsae Ntoify Yuor Firedns Taht If Tehy Can Raed Tihs, Taht Tehy Aenr't Namrol...Cnovrresly, Atmpetnig To Raed Tihs Msasege At Nmaorl Pcae And Bineg Albe To, Cna't be Namrol Etiehr...If Yor'ue Albe To Raed Tihs, Tehn Mybae Yur'oe Not Nrmaol.
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                  • #10
                    Re: My Experience with SE phone support

                    I called SE phone support a good while ago aswell. They were really nice, and I had no problems with them at all. Very helpful and nice.
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                    • #11
                      Re: My Experience with SE phone support

                      When I wanted to start playing again, and called SE, he asked for my info, I was able to give him everything but my reg codes...because those had been tossed, heck though I was not coming back ;p But I was able to get my account back.

                      SE support is not bad, as long as you are not asking for something stupid.

                      Heck its the main reason why the BBB has SE rated so low, is because people ask for outrageous things and SE says no.

                      Like I used to work for Dell phone support, had someone call in and ask for a new system... theirs was 3 years old and their contract was almost up, and the only thing wrong was the power supply had gone out, of course I told them no, and they wanted my manager.....haha
                      -------------------------------------------------------------------------
                      Kain (FFIV): I am aware of my actions, but can do nothing about them.
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                      • #12
                        Re: My Experience with SE phone support

                        I can't stand when my mom is on the phone giving the Tech Support people a hard time. Like they have any control over the issue. All they can do is tell you how to fix it.

                        Holy sheesh. That's why I take the phone away from her.

                        Now, if it's something dealing with money, then I give it to her. She get's maaaad.... >_> /em trails off.
                        The Tao of Ren
                        FFXIV LowRes Benchmark - 5011

                        If we don't like something, collectively, if our hatred for it throbs like an abscess beneath every thread, does that mean that they're doing something right?
                        Originally posted by Kaeko
                        As hard as it may be, don't take this game or your characters too seriously. I promise you - the guys that really own your account don't.
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                        • #13
                          Re: My Experience with SE phone support

                          On the other hand, I was NOT thrilled by SE's online helpdesk. I DC'ed while teleporting once and got stuck between zones, couldn't log in because the servers didn't know which zone I was in. The GM's (I originally thought a simple warp-me-home would solve the problem) said they were no longer allowed by policy to warp players (BOOOO) and I had to contact an actual TECHNICIAN.

                          "Is your modem turned on?"
                          "Yes, I get all the way to my character selection screen, I can log into any of my characters except the one stuck between zones."
                          "Is your modem plugged in?"
                          "Did you read what I just wrote?"
                          "Your modem cable may not be all the way plugged into the back of your modem, ma'am. This can result in a fluctuating connection."
                          *twitch*
                          "My connection is not fluctating. There is no problem at all with my connection. the problem is that the servers do not respond when I try to log into my character, because they do not know where she is and have no response to give."
                          "The fact that the servers aren't responding means you're having connection problems. Is your modem plugged in?"
                          "I"M ON THE FREAKIN MODEM RIGHT NOW TALKING TO YOU OVER THE INTERNET, WHAT DO YOU THINK?"
                          "Please try to stay calm ma'am."
                          "No, I unplugged the modem and now I am preparing to shove it up your ass."
                          "Thank you."
                          O_o;;
                          "O_o;;"

                          I think at that point I faked a disconnect and logged back in, hoping to get another technician. Unfortunately it was the same one.

                          Let's see, after the ass comment I can't remember the conversation until we got to the ports.

                          "The problem is that you have blocked ports."
                          "...whaa?"
                          "You need ports 1-5 18-27 and 3016-45727 to be open to play FFXI. One of these ports is blocked."
                          "...whaa?" I actually have a very vague, remote idea what he's talking about.
                          "You will have to talk to your modem and tell it to open the blocked ports within these ranges."
                          "How do I talk to my modem?"
                          "In english, if it's an american modem."
                          1. My modem was made in Korea, probably by people who don't have electricity in their homes and won't for the next 4 generations. I don't think there is sucha thing as a modem made in america.
                          2. My modem has never before responded to verbal commands.
                          I informed the technician of both these facts, with what was, for the way I was feeling, impeccable politeness and perhaps even a little bit of respect.
                          The response...
                          "Well you're supposed to be using IE, of course."
                          "What command in IE lets me talk to my modem?"
                          "I don't know, you'd have to contact the windows helpdesk for that."
                          "Umm...I think I'm having connection problems."

                          I unplugged my cable, counted to twenty, and logged back in again for the second time, hoping to get a new technician.

                          I didn't.

                          I think at this point I seriously considered emailing SE every single one of the viruses I had in my quarantine file.

                          So I lied and said that I'd had my ports opened and I still couldn't log into my character.
                          The guy knew I was lying. I should have waited twenty minutes before I tried it, but I'd already logged back in. I'm pretty sure he also knew I was disconnecting myself on purpose, and I have a suspicion he thought I was deliberately trying to make his day miserable.

                          So he said I obviously must still have some blocked ports.

                          My response is that it's rather intriguing that I've been playing FFXI for almost three years, but I haven't had a single port-related problem until right now this instant.

                          "Well ports change depending on what equipment you're wearing and what zone you're in."
                          "See, THAT. RIGHT THERE. I am in the zone between Valkrum Dunes and Tahrongi canyon."
                          "Well have you ever been in that zone before?"
                          "No, because there ISNT A ZONE THAT CONNECTS THOSE TWO."
                          "Well you can't be in a zone that doesn't exist. You have to be in SOME zone."
                          "I'm not IN the zone because I can't LOG IN." I'm starting to think I'm making real progress.
                          "What does it say your zone is on the character select screen?"
                          "It's a bunch of gibberish pixels. It doesn't even make any characters."
                          "That's a monitor problem."
                          I manually exited the chat at that point, instead of faking a DC, and filled out one of those customer satisfaction surveys, putting every ounce of blistering frustration I possessed into several pages worth of description of the kinds of substance abuse and blunt force trauma that would result in such a poor technician, as well as the suggestion that my cat knew more about internet connections than the poor specimen I found.

                          I have a feeling I called the telephone helpline shortly thereafter, before calming down, and probably gave the nice lady a great deal more grief than she needed, but I got my character reset to her homepoint somehow and that was that.

                          Yes, it was inspired by the Simpsons
                          If you know how to download and use VRS, I am interested in being tutored.
                          *There is a high likelihood anyone who tutors me will recieve mucho artses*
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                          • #14
                            Re: My Experience with SE phone support

                            "You will have to talk to your modem and tell it to open the blocked ports within these ranges."
                            "How do I talk to my modem?"
                            "In english, if it's an american modem."

                            Oh my goodness, that post made my morning.
                            The Tao of Ren
                            FFXIV LowRes Benchmark - 5011

                            If we don't like something, collectively, if our hatred for it throbs like an abscess beneath every thread, does that mean that they're doing something right?
                            Originally posted by Kaeko
                            As hard as it may be, don't take this game or your characters too seriously. I promise you - the guys that really own your account don't.
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                            • #15
                              Re: My Experience with SE phone support

                              It makes me wonder if the technician understood English ... >.<

                              I talk to my modem regularly. Seriously. He asks me how my day was and if the connection is good enough.
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                              ~Aksannyi~~Hades~~75WHM~75RDM~75BLM~75SMN~73WAR~67SCH~47BRD~
                              ~Mama Gamer~~Quitted July 2009/Bannt October 2009~~Excellence LS~
                              ~I has a blog~~http://aksannyi.livejournal.com/~
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