Another Lovely Star Wars Moment
Okay, I was off of bashing Star Wars for a while, but here again, I’m going to bash it. Really, I’m not so mad at the game; I encountered an annoying but easily fixable bug situation. I was helping my buddy on Korriban’s Flame Station, and upon trying to leave, the door that would lead to my ship was unresponsive. I couldn’t use my fleet pass since I had already used it that day (about 2 hours before that, so another 16 hours to cool down), and my buddy had already left and couldn’t come back to see if that might fix it. No problem, I’ll just write a ticket:
My character, Stubborn, on Lord Adrass server, is stuck in a friend’s Jedi Consular (okay, I made a booboo there, he’s a Knight, but based on the next piece of information, that would be easy enough to tell) quest area, Korriban’s Flame Station. He left the station before I was able to, and the door is now non-interactive and I cannot return to my ship. He can no longer see the station on his map to return. My fleet pass was used earlier and is on cooldown. I’d like this to be taken care of quickly, as I only have about an hour left to continue playing with my friends before one of them has to go.
Quickly thereafter, I got a response email.
I am Protocol Droid H7 – Y1 Human-Cyborg Relations.
I have received your transmission.
Thank you for contacting us regarding the quest that you cannot abandon.
Your report has been forwarded to our development team, who will investigate further. We regret that we will be unable to provide you with further updates on this issue, but recommend checking the latest patch notes at http://www.swtor.com/patchnotes for information on any fixes or changes related to this issue.
We would like to apologize for any inconvenience this may have caused, and to thank you again for the valuable feedback you have provided. Please do not hesitate to report any other issues you may encounter while playing.
Galactic Support is our Specialty…
Protocol Droid H7 – Y1, aka (Xxxxx)
Star Wars: The Old Republic Customer Service
We would love to hear your feedback on our Customer Service and invite you to fill out the following survey to help us to continually improve our support!
Well, that’s annoying, but at least it’s being seen by the “development team.” Sounds fancy. I go play another game for a while, then return to find this in my log in mail – not my email mind you – my log in mail. I have deleted the formalities both because they’re basically the same as the last one, but also because I had to type this, as I couldn’t c/p from my log in mail and I never got an email about it. I assure you, though, it is otherwise word for word.
If you are stuck somewhere in the game, please use the command /stuck to attempt to free your character from the location you are unable to move from.
You also have the option to use your Quick Travel ability, which will allow you to travel to any Binding Point that you have manually discovered on your current planet. Additionally, you can also use your ‘Emergency Fleet Pass’ which you will receive the first time you enter your allegiance fleet.
To find these abilities, please press [P] to open your abilities menu, then click on the ‘General’ tab at the bottom.
Thank you for your patience and understanding, and we apologize for any inconvenience this issue may have caused. Should you require any further assistance with this or any other issue, please do not hesitate to contact us again.
I got a little upset, honestly, for several reasons. Let me enumerate them.
1) They clearly didn’t bother to read my ticket, as I specifically described the problem, as in how I was stuck (not immobile, but behind an unresponsive door), where I was (which has no bind points as it’s not a planet), and that I couldn’t use my fleet pass.
2) I understand they can’t safely assume knowledge on my part, but my ticket was well-written without any written errors (though I did say consular – whoops). I’m clearly not an idiot. Plus, since I’m stuck in level 45 zone, they could probably safely assume I know how to open my abilities bar. It’s condescendingly toned.
3) Therefore, they provided zero solutions to the problem between two emails (the only solution in the first is to “check the patch notes,” which really makes no sense at all if you think about it).
I got a little hot tempered and replied like this:
Since my first ticket was essentially ignored (see ticket 4382150), I’m resubmitting it WORD FOR WORD, then adding a few details at the end:
My character, Stubborn, on Lord Adrass server, is stuck in a friend’s Jedi Consular quest area, Korriban’s Flame Station. He left the station before I was able to, and the door is now non-interactive and I cannot return to my ship. He can no longer see the station on his map to return. My fleet pass was used earlier and is on cool down. I’d like this to be taken care of quickly, as I only have about an hour left to continue playing with my friends before one of them has to go.
Well, the last part is null and void, as the first person just sent it up the ladder. The second team to look at it basically dismissed it, so let me make myself clear. I should NOT have to wait 16 hours for my fleet pass to cool down because YOUR game had a bug in it that caused me to be stuck. I’m not stuck in place, so /stuck does not work. This zone does not have a bind point, so fast travel is out of the question. The fleet pass is STILL cooling down, so I can’t leave that way. There was NO REASON for this ticket to be dismissed with only phony, useless suggestions in response. I am stuck. Either move my toon to my ship or reset my fleet pass. It’s THAT SIMPLE. Your game broke; I should not be dismissed by your customer support team to have to wait until my fleet pass cools down. Fix it, or admit that you won’t. Don’t pretend this is somehow my fault and I should fix it myself.
Then, for good measure, I went to the comments section of the support page and dropped this in their digital box:
I am extremely disappointed with the customer service I received on my ticket, 4382150. I detailed a problem that was caused by a bug in the game, and the response I got was that I should just wait until I could take care of it myself. I was stuck in a “foyer” area between an airlock and a friend’s instance which I could not enter, but due to my fleet pass being on cooldown, I could not hearth out. The door to the airlock was unresponsive, and I was stuck in that foyer with another 16 hours left on the cooldown of my fleet pass. My ticket was sent to a “specialist” team by the first person who read it (and was “locked,” which is how I know it was), but the second person’s solution was to give me USELESS advice based on what I described as the issue (use /stuck – I’m not stuck like that, use fast travel – there’s no bind points in that area, which they could learn just by checking the information I gave to them, use your fleet pas – which I indicated was on cooldown). Apparently, your customer service staff are so busy that they won’t be bothered to actually SERVICE CUSTOMERS. Thanks to the game’s bug and the dismissive attitude of your staff, I’ve lost a day of gaming that I paid for and was looking forward to as I had today off. Thank you so much for your extremely disappointing customer service.
I know two wrongs don’t make a right, and I know that by the time this gets taken care of my damn fleet pass will be cooled down, but at least I feel a little better. Man, this game has so many things about it that have really disappointed me. I guess I’m not totally innocent, though, since I did lie to them. I wasn’t really looking forward to playing; my buddy just wants to get to 50 and doesn’t want to do it alone.
Stubborn (and, of course, disappointed)