Are you displeased with customer support?

[Austen791]

Title Says it all.

[Batleth]

POTCO customer service seems to be typical of all of Disney's online games. They got people doing the job that has never seen nor played the game. Most are reading auto-replies from their computer screens and have no clue what post people are even talking about.

[Ms_Moofers]

I have had mixed results - at one point during Beta 1, it went so far as for one of the people working on game development called me at home because of some of the issues I had raised with the game (not just game play) and I thought that was good - really good - they addressed the items I raised and all have been fixed for Beta 2. But then again, unless I am raising a real stink about something major or important (at least in their eyes) I do just get standard answers that make me wonder if they read my entire request.

[Silver Beard]

Originally Posted by Batleth

POTCO customer service seems to be typical of all of Disney's online games. They got people doing the job that has never seen nor played the game. Most are reading auto-replies from their computer screens and have no clue what post people are even talking about.

i can tell that. whenever i report a bug i just get something telling me to be specific and say who? when? where? how? and more stuff like that. how specific can you get when it's in a beta phase???

[HaveAMagicalDay]

I get a message saying something is wrong with my computer connections or something on my computer is wrong, when it's not, I also ask a qeustion about the founder thing I was confused what they meant by you will get a founder title, so, I asked for more info and was told the benefits again on pre-ordering. it didn't help me at all on what the founder title is really just a cop and paste type thing of the message we got on pre-ordering lol

~Cpt.Sea

[Colombiano]

Usually when I send a bug report, I get the typical answer that my Hard drives need to be updated and that my video card needs to be updated to the most current version (which I have)

[mercriseing]

Hello \(^-^

I have had several issues with connectivity, installation, un-installation, bugs and glitches, as I'm sure most of us have. Such as having to re-install the game because a certain area won't load without crashing the game, or constant hard-core lagg despite absurdly over-powered spec's (both in Bandwidth and Hardware) for the game, but in all honesty the most frustrating part so far is the 'Customer Support'.

100%
Technical Support for this game leaves much to be desired in my book. Once I finally actually got the Live Chat app to launch properly, the Live Chat 'assistant', James, seemed more interested in getting me off of Live Chat than with helping me. About every other message he sent was "Thank you for chosing Live Chat, take care!" ..or to that effect. I asked him if there was a trade function in the game, so naturally he copied and pasted: "Live Chat support is intended to be for technical support of the game."
...despite having a link to "Live Chat" under Technical Support, Account / Billing Support and Game Support (see Contact Us page).
When I asked him what else I could do other than open the proper ports on my Firewall(s) to improve connectivity he said "...try logging into the game at different times to see if your game play improves." And finally when I asked him for where I might find official community forums, he gave me the generic Email for game support and said "Thank you for choosing Pirates Online Chat support, and have a great day!".

:dry8:

I also called 'Technical Support' via the number under, once again, Account / Billing Support and Technical Support, then was plopped a cold and wet "This is a Billing hotline, we do not help with Technical Support questions" in my hands when I asked why I had to keep redownloading and re-installing the game due to having issues with entering certain areas.



The Support and the Players Guide on the official site are fine and all... but lacking in resources in my opinion. The Bug Reports I'v sent in have yet to yield any valuable information/troubleshooting tips whatsoever, and the missleading Support section of the official website makes for a very un-attractive impression of their commitment to their paying customers.

If nothing else it's wonderful to have found a community site with willing players (like me) to help out if they can. Thanks you guys!!

I vote 100%, customer support for Disney's Pirates of the Caribbean Online is teh suk!!11eleven

- mercriseing.inc

[jg007]

the so called support really sucks the people i spoke to were totally unhelpful and just sugested I email in as well as telling me they don't support uk people when I have already paid for full access and just wanted my pirate etc checked as it was the first time since beta 1 that I had had such big problems with the game

I know they say they don't support and accept people outside the US but this is just being stupid as I can play the game and they have charged my credit card without problems sand plenty of other non us people are playing the game

[Peggo]

When I tried to become a customer they wouldn't take my money.
Okay, they didn't accept the credit card I have and they offer no alternate means of paying. This is a big mistake. I'll be lots of people would love to pay to play but can't.
As for bug reports, I've sent many, but I don't expect a personal answer to them. If they fix it, I'm happy.

[DKpirate]

At the end of Beta, I had signed up for full access. However, I kept getting switched back to basic access. Customer service wasn't as helpful as they could hav e been.

However, when I was having a video issue, they sent me several suggestions on how to fix it. The first suggestion worked, and it actually improved my computer's performance overall.

So, overall all, I'd say I'm "not really" displeased with their performance.

[jg007]

Originally Posted by DKpirate

However, when I was having a video issue, they sent me several suggestions on how to fix it. The first suggestion worked, and it actually improved my computer's performance overall.

So, overall all, I'd say I'm "not really" displeased with their performance.

the problem with this is that anybody with some small tech knowledge or a list of suggestions can suggest how to resolve this as it is always the same type of stock answer and doesn't really require any thinking so I would personally not accept this a evidence of good customer service!.

the time it really matters is when you are asking them specific questions regarding 'their' product and for me so far I have not had good experiences with this.

[DKpirate]

Originally Posted by jg007

the problem with this is that anybody with some small tech knowledge or a list of suggestions can suggest how to resolve this as it is always the same type of stock answer and doesn't really require any thinking so I would personally not accept this a evidence of good customer service!.

the time it really matters is when you are asking them specific questions regarding 'their' product and for me so far I have not had good experiences with this.

Isn't that what half of customer service for an MMORPG is though? Part of it is technical assistance and the other part is account issues.

Accept it or not, they suggested something to me that I didn't know. It was helpful. It worked. I'm pleased. To me, it seems like they did their job.

Furthermore, I didn't say they had exemplary customer service. The question asked if you are displeased. My answer is "not really." I have no real reason to be displeased.

[jg007]

everbody will have different opinions, it just depends what their issue was and what they expect from customer service the post was not meant as a personal dig just expression what I feel so far of their support .

I work in tech support so I probably will be harsher on them than most as I expect a certain standard from myself when providing support and get irritated when others fail to provide and do not have the required knowledge or can only give stock answers.

I am pleased that you have got something helpful from them but at least in my very much personal opinion this information could have been gained from google or any other tech support company.

as said I have not found them helpful and I just feel that they should be able to think when responding to support questions and not just read a script .