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MMORPG 101: How do I get a response to my customer service ticket?
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This picture would be more accurate with a cigarette.
There are millions of us players, and only a few dozen of them. They are customer service representatives, and they are the thin red line between us and the kind of frustration that leads to fatal aneurysms.
We don't often need customer service help, but when we do, we want it fast. What's the best way to get it?
- Keep your ticket clear. Just the facts, and lead off with what you need. "I need a CSR to get the dragon's loot out of the tree. I am in X zone by the fountain. Please help." At the same time, don't get too simple. "I HATE TREES" is not a good customer service ticket, because it doesn't explain what you need.
- Keep it polite. Whatever has gone wrong, it was not the CSR's personal fault, and calling the CSR the misbegotten offspring of a streetwalker and a diseased donkey will not make them work slower... but it won't make them work faster.
- Check the website first. Most game companies do not allow their CSRs to give advice or answer questions (consistency is necessary, and no two CSRs would give the same advice), and the CSRs will send you to the website anyway - so why not go there first?
- Assume the worst. Depending on the game, the problem, and the time of day, you could be waiting for hours before you hear a response. Know that before you send in a ticket, and try to relax. Tickets are prioritized according to the impact the issue is having on the player's ability to play. If you can still play, you're not at the top of the list.
What happens if you have a bad experience? Here are three common issues and their solutions:
- The CSR was rude to you. This is the easiest one. First, don't return any rudeness. Your exchange is being logged, and that CSR's supervisor wants to read the log. Ask to speak to a supervisor. You may be given an email address, and that's fine - it will be seen. Give the CSR's name, your account name, the date, and the time of day. You will never be told what happens, but since one rude CSR can cost a company hundreds of customers, the punishments range from retraining to termination.
- You need a CSR's help every time you play because of bugs and other problems with the game. Stop playing the game. If a game company is relying on CSRs to handle daily game issues, you're paying for a beta test. Decline to participate in this painfully common MMO scenario.
- The CSR does not speak English/can't depart from a script that does not fit the situation. Don't repeat yourself. Using the same words, even if you use capital letters, won't magically make your problem any clearer. Ask to speak to a supervisor, and say please. If you're playing on a foreign server, lower your expectations. If you're playing on a North American server, call the company the next day and raise hell.
The MMORPG customer is not always right - but the MMORPG customer always has the right to be treated with respect and consideration.
(Note to regulars: This article is part of the Examiner 101 project, and is meant for people new to MMOs who find me through Google.
Note to new people: Welcome. Code monkey like you. Be sure to click all links, because that's how I explain all the in-jokes.)
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