A thoughtful and personal exploration of games

The Customer Service Tango


I was poking at Star Wars: The Old Republic this past Saturday, and I decided that I wanted to mess around in the character creator without deleting any of my people. Well, as it turns out I had 12 characters and had to buy a new slot. Not a problem. With my monthly stipend of 600 cartel coins, a new character slot was only a few clicks away… or so I had thought.

I opened the Cartel Market, found the Additional Character Slot unlock item, and clicked Buy Now. I got a tiny error message (that I don’t remember what it specifically said) and then nothing happened. Except I still lost 600 cartel coins. There was nothing in my Unclaimed Items page, nothing in my inventory, and I still had 12 character slots. I was confused.

So, I logged out and back in. No change. I switched characters. Nope. I poked around a bit longer but then filed a customer service ticket in game. Alas, upon submitting the ticket, it vanished. Apparently there’s a bug that makes your tickets disappear from your Help Ticket History upon submission. I don’t know if it went through and I don’t remember exactly what I said. Lovely.

Let me say that I absolutely love Star Wars: The Old Republic. I have a six month subscription and I’ve had it since the game launched back in December 2011 (well, technically since January 2012 but that’s because I got a free month with the collector’s edition). I understand that bugs happen and it’s okay. I also understand that customer service may have not gotten to my ticket yet or it may have been eaten by the system. These things happen from time to time and I’m not sore about it.

However, I did pay for something that I didn’t get and that irks me on a more visceral level. So… I think I need to make a forum post tonight about it. I gave them Sunday and Monday to get back to me about it, so now it’s time to hit the forums and see what happens.

Watch as they get back to me as I write my forum post.

Until next time!

– Thomas

P.S. “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” – Jeff Bezos

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