Tuesday, November 20, 2012

SWTOR, BioWare and Customer Service fail

Admittedly I was tempted to jump back into the TOR F2P, especially after receiving their email withe the extra Cartel coins, etc.  So, last week, I tried to login to my account and the fun began.

As I originally had a security authenticator thru my old iPhone, I hadn't added the app to my new one.  It was dead and in a drawer somewhere, so my silly thought was get a hold of Customer Service and have them remove the security feature.

My first email was met with this interesting response:

>>Greetings,

Thank you for contacting us regarding your Star Wars: The Old Republic Account.

In order to better protect your account, all Billing, Subscription and Account Security issues are dealt with via our Customer Service telephone support.

You can contact our Customer Service team using a mobile phone, landline or VoIP (such as Skype, Viber, Google Voice etc.).

Please note that international call charges can be avoided by using a VoIP programme, as most major VoIP programmes offer free calls to US '1800 numbers'. If you have access to a VoIP with this option, our number is +11-855-467-9867.

You can contact us using a mobile phone or landline by clicking on the following link and finding our customer support telephone number for your specific country: http://www.swtor.com/support/helpcenter/5200

Customer support will be provided in English, French, and German only.

You can also avail of our self-help section on the website which contains many articles which can provide you with further information on our most frequently asked questions. For Account and Billing enquiries, you can visit our Help Center here:

http://www.swtor.com/support/helpcenter/1863.

If you have any questions relating to our recently announced Free To Play option, you can view them in our Help Center here:

http://www.swtor.com/support/helpcenter/6449.

Thank you for your patience and understanding, and we apologize for any inconvenience this issue has caused. Should you require further assistance with any other issues, please do not hesitate to contact us again.


Regards,

Protocol Droid M0-T0,
Star Wars (tm): The Old Republic(tm) Customer Service<<


Call overseas? Yeah right. Apparently not the Droid I was looking for.

Second email sent, no response - five days and counting.

Last night a third email and today a phone call to their  USA, Canada: 1-855-GO-SWTOR (1-855-467-9867)  number. Forty-five minutes later I finally hung up.

Their online Help Center has been down 3 out of 4 times I've tried to access that. Apparently it is not meant for me to jump back into TOR at this time.  Bravo BioWare, I do believe your Customer Service is the worst ever.  










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