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Wizards of the Coast Customer Service Is A Mess
- Sagrilarus
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- Pull the Goalie
It has to be institutional. You can't have an organization with 30 Customer Service reps (their online survey lists them all by name) and have 8 of them be blithering idiots exhibiting the same behavior.
If they threw their hands up and surrendered and refunded the $10 I'd have a resolution to this. Instead they tell me their server may have been down and that I need to restart the game. I've been trying to update for 36 frikkin' hours. Then they close the case. It's like a store clerk telling you to screw off and then walking away before you can respond.
All that money and they can't give 30 people enough training to be polite. Then you call Clowdus or Tummelson and get stellar support and a great attitude in spite of a shoestring operation.
Kid's computer games SUCK. They never work correctly, they never install correctly, they always assume full admin privs on the box.
S.
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That aside, most companies' tech support people are enough to drive a grown man to tears. A good buddy of mine had a lightning storm take out a tree in his yard about two weeks ago, which completely severed his phone line. The customer service rep had two things to say about it:
1) I understand your frustration but you need to use a paperclip to press the reset button inside your DSL modem.
2) Unfortunately if that didn't work you'll have to call back later, because the recent storm knocked out our connection to our trouble ticket system.
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- SuperflyPete
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I'm sorry, Dave. I'm afraid I can't do that.
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- Sagrilarus
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One of my pet peeves is that people think saying "I don't know" is failure. If you don't know just say it. Find someone who does or look into it further. Throwing out a bullshit line like "it must be your antivirus software, I'm closing the case" just makes you look like an idiot. That doesn't leave a good impression on your customers.
S.
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Sagrilarus wrote: One of my pet peeves is that people think saying "I don't know" is failure.
In larger operations Helpdesk really doesn't know anything other than how to fill out a ticket, search their documentation and give the scripted answer. The ticket typically has to be escalated at least three times before it gets to someone who has any actual expertise. Also, when it finally gets to the person that has the ability to resolve the problem, that really detailed description given by the customer will have been summarized into uselessness.
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- Sagrilarus
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They get graded on closing tickets, but they manage the customer's expectations very carefully when they do it. They ask if it's ok to close it, and make it a point to tell the customer that they can always reopen it if some part of the correction doesn't stick.
I think that's a big part of it. Digital communications are always dodgy to begin with, and if little or no care is taken it's very easy to project a "talk-to-the-hand" attitude without intending to. For all I know their software may automatically set the status to "closed" without the CS rep taking any action.
S.
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- Notahandle
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(But you know this...)
Hang in there and be a stubborn bastard!
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Who else remembers calling up CS at some ungodly hour to ask for a Magic card interaction ruling? The D&D CS has been uneven in rulings, but still awesome overall.
And they have been decent enough with sending out replacement parts for recent boardgames.
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- Jackwraith
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So, I revert to the 20th century, pick up the phone, and speak to a wonderful woman who makes the change in under 2 minutes. I'm never going to use their website again. I wonder if they've moved all the long-time, actually experienced people to the phone division because they just assume there will be less traffic there and they can gradually phase them out?
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I just had to do this a couple of weeks ago without any issues. Never noticed my Castle Ravenloft had two rogues but no ranger...MattLoter wrote: And they have been decent enough with sending out replacement parts for recent boardgames.
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Their digital arm is especially balls, I'm pleasantly shocked that I keep hearing that Duels of the Planeswalkers 2013 is so good.
I would totally do the threatening thing, and remind them that not only are you going to get your $10 back, but also remind them what the average Magic Online player spends on the game. They're losing a *lot* of fucking money by not getting you online.
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