Epic Customer Service

MrVega · 2013-03-29, 04:42 PM

I'm sure I'll attract no end of trolls with this post but I felt compelled to share, what follows is the correspondence between myself and several SOE CSR's regarding a bug I encountered in game, and the subsequent resolution which more or less blew my mind. Thanks again to SOE and those individuals involved for their remarkable generosity.

Hi,

I just logged into the game and chose my 'Ranger Medic' setup to play with; normally this is equipped with a Gauss Rifle with 3.4x scope, Silencer and Foregrip. Unfortunately when I encountered an enemy soldier for the first time and zoomed in to nail the little blighter, I got a weird view down the top rail of my rilfe rather than the 3.4x crosshair I was expecting, the receiver of my rifle obscured the view of my intended victim so it was extremely hard to line up the shot but I fired away nonetheless, only a few rounds hit home and I was promptly shot in the face.

Upon respawning and inspecting my setup I found that my 3.4x scope was still equipped as expected, though it didn't show in my list of available optics. I unequipped it expecting it to appear once agin and it would now appear to have disappeared entirely.... sad face. Please can you provide some sort of advice as to how I should proceed?

Kind Regards,

******** ********** (MrVega204 on Ceres EU)

Greetings!

Thanks for contacting PlanetSide 2 in-game support, I'm Operative Pasta.

I understand that you're having some trouble with your attachments after the latest update! We have sent this up to our developers and it is at the top of the list to be fixed. I definitely can understand your frustration, this is happening to us to. But rest assured, this is one of our top priorities right now. In the meantime, if you have any other questions or concerns, please don't hesitate to let us know.

Stay Sharp,

Operative Pasta
Senior GM
Sony Online Entertainment

Hi Operative Pasta!

I didn't realise this was a regular problem, am I going to receive my scope back with a patch then? It's just that I'm running ops with some friends tonight and I kinda needed it. If I'll be receiving a Cert Point refund rather than the item to buy another then I'll just re-purchase it tonight, if not I guess I'll have to wait and just stick to CQB :-(

Many thanks again.

********

Greetings!

This is Operative Goose with PlanetSide 2 in-game support,

Unfortunately, while the Development Team is certainly working on a fix for this issue as fast as they can, we do not have any information on when it is going to be released. I apologize for any frustration or inconvenience this may be causing. For now, my only recommendation would be to wait and see exactly how it will be fixed before taking any action. I am sorry that I don't have more information to give you. If there's anything else we can assist you with, please let us know. Thanks for your continued support of PlanetSide 2!

Live long and prosper,

Operative Goose
Sony Online Entertainment

Hi Operative Pasta/Goose/Maverick/Iceman/Merlin/Slider/Sundown/Hollywood/Jester/Viper etc,

Thanks once again for the speedy reply, you guys certainly live up to your sterling reputation. I played without my 3.4x scope last night and failed to maim and murder to my usual standards; as such, my friends have taken to calling me 'No-Scope Vega' and persist in chasing me round Indar on Flashes shooting their rifles (replete with wonderful shiny scopes) at my feet.

In so far as your assisting me further, I just jumped in your wonderful game once more and my fingers are itching to click the 'Buy' button next to the rather splendid looking 'Infantry Bundle' currently on offer in the Depot. Unfortunately I have 2 predicaments vexing my already chastised brain -

Predicament # 1 - The Infantry Bundle contains the GD-22S LMG, a weapon I have already purchased due to it's reputation as a lethal killing machine (much like my own reputation - Google me, you'll see!) As much as I'd love to own two GD-22S's and run around Auraxis blazing a trail of death and destruction, I'm pretty sure this isn't currently possible.

Predicament # 2 - I recently purchased a years subscription to PS2, this of course offers me numerous benefits, one of which is the 500 SC i receive every month. Being 2 months into said membership I now have a little over 1000 SC to spend on shiny things, I need 2000 for the Infantry Bundle so i'm teetering on the edge of pulling out my Debit Card and buying the extra 1000 SC I need for a multitude of shiny weapons and a shiny (not too shiny mind you, remember the 7 S's of Stealth!) camouflage for my armour.

Now comes the solution... Hows about... you guys being so awesome and generous and benevolent and various other superlatives, you refund the 100 Certs I very wisely spent on my GD-22S. I will then buy the 1000 SC I need for my shiny Infantry Bundle and receive the aforementioned shiny things, including a 2nd GD-22S which I no longer feel like I wasted 100 Certs on... that is of course unless you guys are introducing duel-wielding in the near future (please please please please DON'T).

I know my request is probably a little outlandish and, well, just a little bit cheeky, but the SOE CSR reputation, particularly for PS2 is a little bit legendary, I've had a pretty rough week (even disregarding the 'No-Scope Vega' incident) and I figured if you don't ask, you'll never know.

Anywho, keep up the good work chaps and chapettes, the game is awesome and I have nothing but the highest regards for you all, even if you tell me to f**k off and stop being such a tightwad. But those 100 certs were HARD FOUGHT, the GD-22S was purchased way back when I was but a noob (and pre- 50% extra XP from my Auraxium Membership!!!

Anywho (again). Peace Out,

********* (Vega)

x (did the kiss make the difference? How bout two kisses?

xx

And a hug?

xxO

Bye

Greetings MrVega204,

Operative Endina here. Thank you for following up with us. After talking with our Lead Operatives, we have decided to provide a refund of the 100 Certification Points spent on the GD-22S weapon as a one-time courtesy. You should see the Certification Points available when you log in next. Please keep in mind that this is not something we generally do, and we will not be able to offer this to you again in the future.

If you have any other questions or concerns, please do not hesitate to contact us again.

Best Regards,
Operative Endina
Sony Online Entertainment LLC

Hi Operative Endina... I have no idea what your other friends are called,

I could hardly believe my eyes when I received your response to my request, I really did think I was going out on a limb... Once again, thanks are most definitely in order.

I logged into PS2 yesterday to buy my Station Cash and the Infantry Bundle, happy to find my 100 Certs had indeed returned, unfortunately I also experienced a brief moment of throw-your-keyboard-out-of-the-window-rage when I saw that the Weekly Deal had ended, and my long-awaited bundle of goodies had been replaced by the Vehicle Starter Bundle...

But... I found out just hours later that there is going to be a Double XP and SC event this weekend, so I'm going to celebrate by buying 2000 SC, buy the Vehicle Starter Bundle and wait for the Infantry Bundle to reappear... and buy that too :-D.

Thank you so much once again both for your assistance with my original problem, and your exemplary generosity (which was by no means necessary). I look forward to continuing my support of your fantastic game.

Kind Regards,

**********

ChipMHazard · 2013-03-29, 05:08 PM

Aw, makes me all warm and fuzzy inside

Wonder if any of these CS people were in the FNO video with Maggie.

MrVega · 2013-03-29, 06:10 PM

Yeah it's strange to think there are so many of these unsung heroes, and probably so many people choose to rage at them rather than be patient and reasonable. I'd say this makes a pretty strong advertisement for keeping ones toys in the pram though

GraniteRok · 2013-03-29, 06:24 PM

Goes to show they're not the evil corporation that some make them out to be. Great post!

Hamma · 2013-03-30, 12:01 PM

Lies they are evil!!!one

Phantomdestiny · 2013-03-30, 12:19 PM

tbh, the SOE customer service is one of the best in the industry hands down. i talk from experience.

Mox · 2013-03-30, 12:37 PM

You wrote about four emails to get your 100 certs. Instead of writing you could also playing the same time and get the same result.
But nice to hear that SOE may refund certs if one is committed enough....

Zulthus · 2013-03-30, 02:25 PM

Yeah, the customer service is great. I had a depot bug where I would buy an item, but it wouldn't deduct funds from my account. I sent in a ticket, they fixed the issue, and they let me keep my Lancer and composite armor.

Micro · 2013-03-30, 03:26 PM

The customer service is indeed great! Thumbs up to the heroes working in there!

Gonefshn · 2013-03-30, 10:04 PM

I had a similar exerience to this, they refunded me station cash for an item i bought accidently

Silent Thunder · 2013-03-30, 10:23 PM

Same here, bought several cosmetics for my sunderer, and they refunded the SC for them since I couldn't equip all of them at once. Also got to keep the items, so once they add in the ability to equip multiple cosmetics, I'll actually come out on top. Them and Steam are the only customer service's that have ever actually helped me. Worst was AsRock, who literally told me to Google the problem instead of asking them :/

Falcon_br · 2013-03-30, 11:13 PM

I don´t trust them too much, my friend bought SC on steam using steam wallet and he didn´t receive it.
Sony is telling they didn´t receive the money, Steam is telling it is not his problem because the transfer was complete.
So, after 3 months of attempts with both operators, he gave up to receive the SC or money back.
So, I always tell my friend, buy it direct from SOE, don´t screw everything up with placing a third party in the transaction of things can go wrong. If you use credit card or paypal you can always charge back.

ChipMHazard · 2013-03-31, 12:41 AM

http://www.reddit.com/r/Planetside/c...on_i_had_with/

Another good example of why having an in-house CS is better than one that is outsourced.
Next thing they will start posing riddles:/