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Thread: Customer service

  1. Post Customer service

    Please help me with a serious customer service issue I'm having with a local company regarding products I have purchased from them.

    I spent several thousand dollars on products that: were defective, did not work as advertised, or just didn't fit properly. So, I went back to the local store and found the sign for the "Customer Service Dept." and headed in that direction. I was at the store when it opened for the day, and noticed when I went to Customer Service Dept. they had a sign that said, "Please take a number, and you'll be called in the order in which it is received." So, I was very relieved, because I was first in line, and picked #1. There were instructions to fill out a Customer Service slip explaining what type of problems or issues I was having so that they could "BETTER SERVE" me. So, I did as they asked and went and sat down to wait for my number to be called.

    I sat, and sat and sat! I sat there waiting for 22 hours and nothing! Just I saw pop up on the screen a message that said, "Your issue of the products has been submitted. An investigation will be carried out. If the products was really defective, we will replace it. But we can not promise anything yet. Thank you for your understanding and patience.

    Best Regards
    Local Company"

    I read that and thought, "HUH? Are you kidding me?" It takes you more then 22 hours to tell me this? And so I keep sitting, waiting for my number (#1) to be called. And I sit, and sit and wait and wait. I sit there for more then 28 hours longer, and STILL NOTHING?

    Can you all see my problem? So, my question is: What should I do next? What do you think about the customer service of this company, and can they do better? Do you think this is a company that expects to be in business for a long time, and build lasting relationships with it's customers?

    Please help me.

    Thanks!

  2. Default

    My customer service agent is Helen Waite. If you don't like the way I do things, go to Helen Waite.

  3. #3
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    Waiting 50 hrs for a response is actually not that bad. I dealt with a very similar company on two separate issues. The first one was resolved in about 72 hrs. The second took a week plus a few hours.

    The good news is, eventually, if you are very, very patient, they will likely fix your problem. But they may never actually call your number. They still haven't called mine, lol.

  4. #4

    Default

    KingK ....will you tell me where I can talk to someone about AgeII coin that never showed up at all .... like 0.
    Never had this kinda thing before.
    I know it is just one more danged thing ... but it is money .... thanks
    ElizCat

  5. #5
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    Cathey,

    Go to http://helpspot.evony.com. Log in and then put in a support ticket. Make sure you have all the information from the Paypal transaction - Transaction ID, Evony item ID, date, amount, etc. (you can copy this from the paypal reciept you got in your email). Also include your server number, lord name, and the email address you use to play Evony.

    That is all the information they ask for, so hopefully putting it in up front will speed things up. Don't be surprised, however, if you get an email asking for the same info - I did, lol.

    The good news is, eventually they will apply your coins and any packages you were supposed to get as well. It just may take a few days.

  6. Default

    Quote Originally Posted by LadyMoe View Post
    Cathey,

    Go to http://helpspot.evony.com. Log in and then put in a support ticket. Make sure you have all the information from the Paypal transaction - Transaction ID, Evony item ID, date, amount, etc. (you can copy this from the paypal reciept you got in your email). Also include your server number, lord name, and the email address you use to play Evony.

    That is all the information they ask for, so hopefully putting it in up front will speed things up. Don't be surprised, however, if you get an email asking for the same info - I did, lol.

    The good news is, eventually they will apply your coins and any packages you were supposed to get as well. It just may take a few days.
    Yes, and if you do; you'll experience exactly what I wrote in my message. I was describing Evony's Customer service. That is exactly what I have experienced from them so far.

    It's unacceptable! In fact, it's arrogant and rude.

  7. #7
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    I know that's what you were talking about, KK - but it's still the only option we have, and she needs help to get what she paid for.

    And yes, it's not right that it takes so long to have our issues resolved, or that they don't always respond at all even when they fix it. But that's how it is. At least they DO, eventually, fix things. In the long run, while I might like to have an actual response, what really matters is that I got my coins and packages. And that's probably what matters to Cathey as well.

  8. Default

    Quote Originally Posted by LadyMoe View Post
    I know that's what you were talking about, KK - but it's still the only option we have, and she needs help to get what she paid for.

    And yes, it's not right that it takes so long to have our issues resolved, or that they don't always respond at all even when they fix it. But that's how it is. At least they DO, eventually, fix things. In the long run, while I might like to have an actual response, what really matters is that I got my coins and packages. And that's probably what matters to Cathey as well.
    ZERO companies will last more then 2 years with this type of service. And when they treat customer issues like this: Customer Service
    Sent to: Evony Admin Yesterday 10:22 PM Unread
    HACKED ACCOUNT! PLEASE HELP ME!
    Sent to: Evony Admin 04-20-2010 10:29 PM Unread
    Re: SS22
    Sent to: Evony Admin 04-20-2010 10:25 PM Unread
    HACKED ACCOUNT! PLEASE HELP ME!
    Sent to: Dawnseeker 04-20-2010 10:05 PM Unread
    HACKED ACCOUNT! PLEASE HELP ME!
    Sent to: Valkirah 04-20-2010 09:47 PM Unread
    Re: SS22
    Sent to: Evony Admin 04-20-2010 01:13 AM Unread

    What is a paying customer suppose to expect?

    Evony will NOT last long with this record.

  9. #9
    Join Date
    Apr 2010
    Location
    Wilkes Barre, PA
    Posts
    836

    Default

    Maybe they ARE investigating and just don't have the time to stop investigating not only your issue, but the 3000 other issues they got messages about, to respond to your messages?

    Give it a week. If they still haven't responded OR corrected the problem, then you've got something to complain about.


    PS - yes, I know how frustrating it is, and a week seems like forever when your cities are at risk. I hated waiting and not getting any responses too. But if the claim on the login page is correct, if even .1% of those 18 MILLION players are reporting issues, not to mention a whole new version of the game that is experiencing some major bugs right now, they've got a lot on their plates at the moment.
    Last edited by LadyMoe; 04-22-2010 at 01:41 AM.

  10. Default

    Quote Originally Posted by LadyMoe View Post
    Maybe they ARE investigating and just don't have the time to stop investigating not only your issue, but the 3000 other issues they got messages about, to respond to your messages?

    Give it a week. If they still haven't responded OR corrected the problem, then you've got something to complain about.
    How about this LadyMoe; You be happy with pathetic customer service. I will not. You be happy with a problem taking a week to fix, I will not. Not one "for profit company" would find this an acceptable practice.

    You're welcome to accept anything you think is fair, but I assure you if you owned a business and treated the customer like this, you would be out of business very quickly.

    I will not wait a week for resolution to this problem.

    Quote Originally Posted by LadyMoe View Post
    PS - yes, I know how frustrating it is, and a week seems like forever when your cities are at risk. I hated waiting and not getting any responses too. But if the claim on the login page is correct, if even .1% of those 18 MILLION players are reporting issues, not to mention a whole new version of the game that is experiencing some major bugs right now, they've got a lot on their plates at the moment.
    Feel free to make excuses for them. Excuses is what causes companies, and people to fail. There is no excuse for this. Doesn't matter if paying customer, or a free customer. This is unacceptable. 18mil players, 1 player, 500billion players.
    Last edited by KingKahuna; 04-22-2010 at 01:46 AM.

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