So, your problem was that your c-card details were changed by your bank but Origin doesn't offer an option to change those details on pending preorders and they told you to cancel it and preorder again with your new details?
Correct, so of course I asked them all how that changed my status in line and they all said I would get a new preorder number and it will change. The Origin guy said, "Well that is of course if you can get a code for your copy." More maddening was everytime I was trying to type something out, the Origin chat guys text would cut off my typing and I had to retype everything several times.
Ah, well. I can understand your frustration. Waiting on the phone for a long time and having to deal with these frustrating chat mechanics, to finally find out there is no clean fix to your issue, would piss me off too.
Captain Hindsight would say; "If he had simply cancelled and re-preordered, his problem would have been solved without much frustration". But yeah, that's Captain Hindsight.
I wouldn't let that prevent me from playing the game though. Good chance that they are still unpacking chairs and monitors at the customer service department and that it will shape up some more, because yeah; it hasn't even launched yet.
Yeah, I am pissed I can't deny that part. Was I a three year old with the CSR like the other poster suggested? Well to be fair I did ask the guy at the SWTOR phone number why they felt the need to screw themselves out of money because he did not want to help. It is not a security issue he said. as I was replying to your post the CSR at Origin just informed me that I also lose the 5 dollar deposit. It would not go to the new purchase. Really?
So, your problem was that your c-card details were changed by your bank but Origin doesn't offer an option to change those details on pending preorders and they told you to cancel it and preorder again with your new details?
Correct, so of course I asked them all how that changed my status in line and they all said I would get a new preorder number and it will change. The Origin guy said, "Well that is of course if you can get a code for your copy." More maddening was everytime I was trying to type something out, the Origin chat guys text would cut off my typing and I had to retype everything several times.
Ah, well. I can understand your frustration. Waiting on the phone for a long time and having to deal with these frustrating chat mechanics, to finally find out there is no clean fix to your issue, would piss me off too.
Captain Hindsight would say; "If he had simply cancelled and re-preordered, his problem would have been solved without much frustration". But yeah, that's Captain Hindsight.
I wouldn't let that prevent me from playing the game though. Good chance that they are still unpacking chairs and monitors at the customer service department and that it will shape up some more, because yeah; it hasn't even launched yet.
Yeah, I am pissed I can't deny that part. Was I a three year old with the CSR like the other poster suggested? Well to be fair I did ask the guy at the SWTOR phone number why they felt the need to screw themselves out of money because he did not want to help. It is not a security issue he said. as I was replying to your post the CSR at Origin just informed me that I also lose the 5 dollar deposit. It would not go to the new purchase. Really?
I wrote what needed to be written, The wall will hopefully block off some of the less than thoughtful people, but thank you all the same.
I'd say it was your bank that was at fault, with modern technology the way it is today what's preventing them from transfering your card details from one card to another without the need to cancel all of your standing orders and pre-orders? I find it odd that you're so eager to jump down Origin/Bioware/EA's throat concerning this when it is obviously the bank which is at fault!
Banks have no access to the details that are being presented to them from outside sources. If someone wrote down your tracking numbers and account numbers along with a valid check number on a piece of toilet paper the bank could still process it as a check. But if numbers that do not exist any longer come through they have no rights in changing the said numbers to assist me, the sub-par capabilities of the ordering system at Origin is solely to blame for the inability.
So you vent your anger/frustration on the phone CSR agent? Having worked for Hilton Honors as a CSR I've dealt with guys like you (not being accusatory, just pulling from what you wrote) that for some reason think the low level peons make all the program policies and that we have a pesona grudge against you, someone we didn't even know existed on this planet until 10 minutes ago, so we aren't going to move an inch for you.
Maybe those people actually did want to snap their fingers and make it all better. One thing is for certain, though, and that's after the attitude is brought their way, you certainly aren't getting anything but the bare minimum they have to do to make their call coaching scores should that call be recorded.
I've severely bent the rules of the HHonors program for folks that acted like and adult and had exhausted every avenue. But that's because they talked to me with a level of respect, a level that I recipricated.
If you had an issue with Origin's systems capabilities, little Suzy Swanson, CSR tier -1 is not the appropriate level for anger, frustration. I bet if you asked her nicely, though, she could either transfer you to the right place or give you an email address or a phone number to express your concerns.
I asked them all nicely and they were cold and unwilling. After several tries I have someone trying to fix it. I have called HH several times and have never had a bad experience so I must have never had you answer because you sound just like every other lazy person that answers any phone from any company now. People like you make me glad I get Chakru from India instead of Dan from El Paso. Lazy was never what made the U.S. great.
So, your problem was that your c-card details were changed by your bank but Origin doesn't offer an option to change those details on pending preorders and they told you to cancel it and preorder again with your new details?
Correct, so of course I asked them all how that changed my status in line and they all said I would get a new preorder number and it will change. The Origin guy said, "Well that is of course if you can get a code for your copy." More maddening was everytime I was trying to type something out, the Origin chat guys text would cut off my typing and I had to retype everything several times.
Ah, well. I can understand your frustration. Waiting on the phone for a long time and having to deal with these frustrating chat mechanics, to finally find out there is no clean fix to your issue, would piss me off too.
Captain Hindsight would say; "If he had simply cancelled and re-preordered, his problem would have been solved without much frustration". But yeah, that's Captain Hindsight.
I wouldn't let that prevent me from playing the game though. Good chance that they are still unpacking chairs and monitors at the customer service department and that it will shape up some more, because yeah; it hasn't even launched yet.
Yeah, I am pissed I can't deny that part. Was I a three year old with the CSR like the other poster suggested? Well to be fair I did ask the guy at the SWTOR phone number why they felt the need to screw themselves out of money because he did not want to help. It is not a security issue he said. as I was replying to your post the CSR at Origin just informed me that I also lose the 5 dollar deposit. It would not go to the new purchase. Really?
Sure make me feel like crap. But you are right. My insignificant issues hold no water when compared to the likes of such things. Honestly I got a few good responses and then you get the typical jackasses. I think I am leaning with the poster that said he is having the same issue. If they wont let me resolve it when it comes time to pay. Screw em.
I wrote what needed to be written, The wall will hopefully block off some of the less than thoughtful people, but thank you all the same.
Maybe you can open a blog insted. I for one think there is too much whine and negative posts on this site already. And if you answer these "whiners" you get banned by moderators on this forums. So watch it.
Sure make me feel like crap. But you are right. My insignificant issues hold no water when compared to the likes of such things. Honestly I got a few good responses and then you get the typical jackasses. I think I am leaning with the poster that said he is having the same issue. If they wont let me resolve it when it comes time to pay. Screw em.
I feel for you op and anyone else that has to deal with the joke that is referred to as customer services it should be called customer hell as if you are unlucky enough to have some corporation screw up it suddenly somehow becomes your fault/problem as alas they dont care about the individual.
But you have to remember most people who function in cs are on on minimum wage if they are even based in your country are often automated and dont even get me started on the god darn Indian call centres.
Its not even my problem and im already pissed off! I hate customer hell!!
I think that very few companies are able to give a satisfactiory customer service.
The way customer service is set up right now, it only works fine if there is a procedure available to solve your problem. In case of Bioware and their first MMO, it might take some time before they get enough standard procedures to warrant good customer service in 95% of all calls.
If there is no direct procedure to solve your problem, then you should prepare for a long seat with a lot of misunderstandings. Obviously in the case of the OP there was a good solution, that he refused.
So who to blame?
There was only one solution presented and it was not good enough. I am sorry if mediocrity is not acceptable.
I wrote what needed to be written, The wall will hopefully block off some of the less than thoughtful people, but thank you all the same.
Maybe you can open a blog insted. I for one think there is too much whine and negative posts on this site already. And if you answer these "whiners" you get banned by moderators on this forums. So watch it.
Just a friendly bit of advice. Rants and complaints are fine and good, but please shorten them. I find it hard to believe anyone wants to read a rant/complaint that looks thicker then a hardback novel.
Laughed so hard at this.
Btw, if that's not a rant, I'm a monkey's uncle...
I feel for you op and anyone else that has to deal with the joke that is referred to as customer services it should be called customer hell as if you are unlucky enough to have some corporation screw up it suddenly somehow becomes your fault/problem as alas they dont care about the individual.
But you have to remember most people who function in cs are on on minimum wage if they are even based in your country are often automated and dont even get me started on the god darn Indian call centres.
Its not even my problem and im already pissed off! I hate customer hell!!
I too have worked the crap jobs, and feel for these people. When my doctor, who makes hundreds of thousands of dollars, screws up I would demand just the same from him. There is only one thing I expect from the fry guy. But the job title of customer service representative has so many more connotations. If their lack of compasion is just a character flaw then that is understandable, but when not one of them seemed to even have a soul. Every time I call Xbox man that guy gets me pumped. Hell even when I eventually got through on WoW I always got great people on the other end. I called Charter the other day and the girl got my Showtime/HBO/Cinemax/other random cable channels to go uncharged for a year. I called to get my replacement box activated, I never asked for free stuff.
I appeal to your middle comment because you seem to have more sense than most in here, but thank you all the same for the support it helps to have people riled when you are. Well, maybe not in a bar.
I dunno, I can understand the frustration to a certain extent (the frustration, not the way it was expressed).
I think the whole Origin / BioWare split for CS hasn't been messaged clearly enough. You buy through Origin, so they're the ones you should be talking to about any payment changes. Yes, it's absurd that you can't change your cc details on a pre-order without cancelling and re-pre-ordering. No argument there.
As others have said, call Origin back to cancel once you have your Early Access start time confirmed, and you'll be fine.
As for BioWare's phone support, never tried it. I guess it would be very frustrating to wait on the phone for a long time and then be told that they can't help. But it doesn't suprise me that they wouldn't have access to Origin payment data either.
Why can't your bank auto-transfer any outstanding payments from your old cc to your new one? If they changed the number because they screwed up, they should at least try to make it as painless as possible for you. To be honest, if I was to give anyone an earful in this situation, it'd be my bank.
If you already used your preorder key, cancelling and re-preordering wouldnt have affected your spot on the line.
This ^^
just get another copy form elsewhere, you will still be able to be selected for EA you just need to make sure you have a retail code for when EA has finished, no biggie. yes it's a pain but but hey such is life.
I dunno, I can understand the frustration to a certain extent (the frustration, not the way it was expressed).
I think the whole Origin / BioWare split for CS hasn't been messaged clearly enough. You buy through Origin, so they're the ones you should be talking to about any payment changes. Yes, it's absurd that you can't change your cc details on a pre-order without cancelling and re-pre-ordering. No argument there.
As others have said, call Origin back to cancel once you have your Early Access start time confirmed, and you'll be fine.
As for BioWare's phone support, never tried it. I guess it would be very frustrating to wait on the phone for a long time and then be told that they can't help. But it doesn't suprise me that they wouldn't have access to Origin payment data either.
Why can't your bank auto-transfer any outstanding payments from your old cc to your new one? If they changed the number because they screwed up, they should at least try to make it as painless as possible for you. To be honest, if I was to give anyone an earful in this situation, it'd be my bank.
Bioware was a stretch but one I was willing to try since it was after hours. Origin was who I knew I needed to get this fixed with, but I was hoping they had someone there since the website said Origin's phones were closed for the day. I finally got a CSR that explained what would go down in full detail and cancelling also cancels my early access number. It would be as if I had just put in my preorder. The bank has no legal right to charge on a card that no longer exists. A bank also has no way to know that I was expecting something from July to finally go through. I still do not understand why they did not just let us charge the full amount in July.
Either way thanks for the post, you touch on several obvious points, that some just seem to ignore. Change the details on any one of the tard posts and they would no doubt be any less upset.
If you already used your preorder key, cancelling and re-preordering wouldnt have affected your spot on the line.
This ^^
just get another copy form elsewhere, you will still be able to be selected for EA you just need to make sure you have a retail code for when EA has finished, no biggie. yes it's a pain but but hey such is life.
After the last guy at Origin was through explaining it to me yes I do lose my place in line, but your retail code idea might be where I am headed. Thanks for the suggestion.
"Of all tyrannies, a tyranny sincerely exercised for the good of its victims may be the most oppressive. It would be better to live under robber barons than under omnipotent moral busybodies. The robber baron's cruelty may sometimes sleep, his cupidity may at some point be satiated; but those who torment us for our own good will torment us without end for they do so with the approval of their own conscience"
You need to calm the fuuuuuuuuuuuuuuuuuuuuuuck down. Its just a video game and you are worried about your position for the headstart? Whether you get it 7 days in advance, 5 days in advance, or 3 days: you will most likely be playing this game for months if not years. You can manage to hold on to your dick and be patient for a day or two.
Furthermore, I have dealt with customer service from multiple mmorpg companies as well as worked in customer service and the second you are malicious or simply rude to them, you give them a reason to ignore you and mark you as "Spam". They have the control in this situation, not you. Remember that. Threaten to leave? Fine. Its no loss of sleep for them. They could give two shits about how well the game does. As long as they are employed, they only want to complete their work and get their customer service queue zero'd out. You think the producers and executives are the ones answering those emails and tickets? The ones that actually care about customers leaving them? LOL. Want to complain to their manager? Have fun with that because the managers know how malicious and rude customers are and will almost always side with their coworker.
The trick here, and reading your rant its obvious you do not do this, is being as gracious and friendly as possible, yet consistent with your appeal for help. In the end, you need to be less of a dick, less of a nerd, and calm the fuck down.
I have canceled my preorder and will not be grabbing another copy. They do not deserve our money so I know they will not be getting mine. No one was willing to help, and none of them had any compasion for the simple situation I was presenting. I have worked at banks for years so they have no way to convince me that changing the numbers was not possible. If I presented myself at work the same way that they had to me, I would be fired on the spot.
Now I eagerly await a release date for GW2 and I have spoken to them on the phone on several occasions for GW1 and they have always seemed genuine and worried about my issues. This is not how you keep the 15 dollars a month Bioware, especially when the real issues start coming into these terrible people you have hired, and shotty systems you have developed to support their less than stellar abilities.
One more thing..
You don't represent me so don't say "They do not deserve OUR money". You are clearly the problem if you routinely have contacted multiple customer service departments. We are not similar and I won't be joining your cause of bitching and moaning.
Comments
Yeah, I hate that guy too - hope he rots in SWG!
Yeah, I am pissed I can't deny that part. Was I a three year old with the CSR like the other poster suggested? Well to be fair I did ask the guy at the SWTOR phone number why they felt the need to screw themselves out of money because he did not want to help. It is not a security issue he said. as I was replying to your post the CSR at Origin just informed me that I also lose the 5 dollar deposit. It would not go to the new purchase. Really?
repreorder and go bitch at your bank.
Hehe, seems it isn't your luck day, eh?
Ah well, there's worse things. Like this accident that happened just around the corner at where I live yesterday morning (no fatalities): http://www.youtube.com/watch?feature=player_embedded&v=FAVbPFGgwVc
My brand new bloggity blog.
I asked them all nicely and they were cold and unwilling. After several tries I have someone trying to fix it. I have called HH several times and have never had a bad experience so I must have never had you answer because you sound just like every other lazy person that answers any phone from any company now. People like you make me glad I get Chakru from India instead of Dan from El Paso. Lazy was never what made the U.S. great.
Sure make me feel like crap. But you are right. My insignificant issues hold no water when compared to the likes of such things. Honestly I got a few good responses and then you get the typical jackasses. I think I am leaning with the poster that said he is having the same issue. If they wont let me resolve it when it comes time to pay. Screw em.
OP's issue could have been resolved with a not so subtle use of Force Choke. "I find your lack of customer service disturbing".
Maybe you can open a blog insted. I for one think there is too much whine and negative posts on this site already. And if you answer these "whiners" you get banned by moderators on this forums. So watch it.
My brand new bloggity blog.
I feel for you op and anyone else that has to deal with the joke that is referred to as customer services it should be called customer hell as if you are unlucky enough to have some corporation screw up it suddenly somehow becomes your fault/problem as alas they dont care about the individual.
But you have to remember most people who function in cs are on on minimum wage if they are even based in your country are often automated and dont even get me started on the god darn Indian call centres.
Its not even my problem and im already pissed off! I hate customer hell!!
There was only one solution presented and it was not good enough. I am sorry if mediocrity is not acceptable.
Your suggestion is well recieved.
Laughed so hard at this.
Btw, if that's not a rant, I'm a monkey's uncle...
Too many alts!!
CSR response: 'hmmnn... the whine is strong in this one...'
I too have worked the crap jobs, and feel for these people. When my doctor, who makes hundreds of thousands of dollars, screws up I would demand just the same from him. There is only one thing I expect from the fry guy. But the job title of customer service representative has so many more connotations. If their lack of compasion is just a character flaw then that is understandable, but when not one of them seemed to even have a soul. Every time I call Xbox man that guy gets me pumped. Hell even when I eventually got through on WoW I always got great people on the other end. I called Charter the other day and the girl got my Showtime/HBO/Cinemax/other random cable channels to go uncharged for a year. I called to get my replacement box activated, I never asked for free stuff.
I appeal to your middle comment because you seem to have more sense than most in here, but thank you all the same for the support it helps to have people riled when you are. Well, maybe not in a bar.
I dunno, I can understand the frustration to a certain extent (the frustration, not the way it was expressed).
I think the whole Origin / BioWare split for CS hasn't been messaged clearly enough. You buy through Origin, so they're the ones you should be talking to about any payment changes. Yes, it's absurd that you can't change your cc details on a pre-order without cancelling and re-pre-ordering. No argument there.
As others have said, call Origin back to cancel once you have your Early Access start time confirmed, and you'll be fine.
As for BioWare's phone support, never tried it. I guess it would be very frustrating to wait on the phone for a long time and then be told that they can't help. But it doesn't suprise me that they wouldn't have access to Origin payment data either.
Why can't your bank auto-transfer any outstanding payments from your old cc to your new one? If they changed the number because they screwed up, they should at least try to make it as painless as possible for you. To be honest, if I was to give anyone an earful in this situation, it'd be my bank.
This ^^
just get another copy form elsewhere, you will still be able to be selected for EA you just need to make sure you have a retail code for when EA has finished, no biggie. yes it's a pain but but hey such is life.
Corny i know but true none the less.
The following statement is false
The previous statement is true
Bioware was a stretch but one I was willing to try since it was after hours. Origin was who I knew I needed to get this fixed with, but I was hoping they had someone there since the website said Origin's phones were closed for the day. I finally got a CSR that explained what would go down in full detail and cancelling also cancels my early access number. It would be as if I had just put in my preorder. The bank has no legal right to charge on a card that no longer exists. A bank also has no way to know that I was expecting something from July to finally go through. I still do not understand why they did not just let us charge the full amount in July.
Either way thanks for the post, you touch on several obvious points, that some just seem to ignore. Change the details on any one of the tard posts and they would no doubt be any less upset.
After the last guy at Origin was through explaining it to me yes I do lose my place in line, but your retail code idea might be where I am headed. Thanks for the suggestion.
Again, thanks for making me feel bad. But yeah, that kid is funny.
I prefer this myself CLICK!
R.I.P Frank!
"Of all tyrannies, a tyranny sincerely exercised for the good of its victims may be the most oppressive. It would be better to live under robber barons than under omnipotent moral busybodies. The robber baron's cruelty may sometimes sleep, his cupidity may at some point be satiated; but those who torment us for our own good will torment us without end for they do so with the approval of their own conscience"
CS Lewis
@OP
You need to calm the fuuuuuuuuuuuuuuuuuuuuuuck down. Its just a video game and you are worried about your position for the headstart? Whether you get it 7 days in advance, 5 days in advance, or 3 days: you will most likely be playing this game for months if not years. You can manage to hold on to your dick and be patient for a day or two.
Furthermore, I have dealt with customer service from multiple mmorpg companies as well as worked in customer service and the second you are malicious or simply rude to them, you give them a reason to ignore you and mark you as "Spam". They have the control in this situation, not you. Remember that. Threaten to leave? Fine. Its no loss of sleep for them. They could give two shits about how well the game does. As long as they are employed, they only want to complete their work and get their customer service queue zero'd out. You think the producers and executives are the ones answering those emails and tickets? The ones that actually care about customers leaving them? LOL. Want to complain to their manager? Have fun with that because the managers know how malicious and rude customers are and will almost always side with their coworker.
The trick here, and reading your rant its obvious you do not do this, is being as gracious and friendly as possible, yet consistent with your appeal for help. In the end, you need to be less of a dick, less of a nerd, and calm the fuck down.
Thank you!
One more thing..
You don't represent me so don't say "They do not deserve OUR money". You are clearly the problem if you routinely have contacted multiple customer service departments. We are not similar and I won't be joining your cause of bitching and moaning.