"Customer" service

[painca]

Last night I tried to click on one of the carpets in E. Freeport to meet some friends. Nothing happened. I told my friends that it wasn't working and they told me I needed to have Desert of Flames for them to work. I responded that I purchased Echoes of Faydwer which included DoF. My friends said to contact tech support. I contacted tech support and told them my situation and they said that I did not have DoF. I said it is included with EoF. SOE said no. They said that it was included in the retail version.  Apparently the downloaded version is considered wholesale or OEM or something else. So I said I'd purchase the "retail" version and they could reimburse me on my account. SOE said no. They said that since I purchased EoF in June (the day it was first available) that SOE would not do that. I asked if they made it known with the initial download that even though the download was the same price, it did not offer previous expansions. SOE said no. So I offered to pre-buy the upcoming Rise of Kunark (because it includes all previous expansions) and they could enable DoF until RoK's release date. SOE said no. That is not an option. I thanked support for their time and hung up. I gave SOE several opportunities to help a customer. SOE said no.

[The_Cheeseman]

Being in customer service myself, I have no sympathy for your plight.  The digital downloads have never included multiple expansions, and SOE never said they would. They did market the EoF retail box with the previous releases, but the retail box is always different, as is commonly debated on this board. Let this be a lesson for you to always read the description of your purchase in order to make sure you're getting what you expect. SOE owes you nothing; they gave you everything that you paid for.

[bubspeed 2]

Sales here.  It always makes me chuckle when customers, who don't read the directions or small print, demand recourse for their stupidity. Thanks for the original post!  It made me chuckle.

[Illmarr]

Where in the world was the first day EoF was available in June? I know not everyone lives in the USA where it was available in November of '06, but a 6 month difference?

[Solaran_X]

I'm still trying to figure out why someone who does the digital download and gets their expansion on release day when the servers come down for updating and the clients are patched and then can play it once servers are up should get all the bells and whistles that someone who pre-orders their copy from a retailer, has to drive out to the retailer to pick it up, hope the retailer has enough copies to cover pre-orders, drive back home and install it, then update, and THEN play... I think that is the longest coherent sentence I ever made. Go me. Boxed Versions FTW! (All I ever buy. Plus, when I reload EQ2 following an OS reload - it's a lot quicker overall to install the EoF boxed set than install Classic EQ2 and patch in every expansion)

[Josgar]

Im sorry bud, but SOE never said in anyway shape or form that the digital download included all of the expansions... heck there technically is no retail version of EOF... If you read the box itself it says: Everquest II Then further down it says: Includes all expansions. So either way... there truly isnt any version or box that is called echoes of faydwer that will include everything else. However, people call it the EOF box because of the picture I guess...

[zerfall]

<cite>paincave wrote:</cite><blockquote>So I said I'd purchase the "retail" version and they could reimburse me on my account. SOE said no. They said that since I purchased EoF in June (the day it was first available) that SOE would not do that. </blockquote>If you buy the retail version at a store, just click on the "Register Expansion" button on the launchpad and type in the code that comes in the retail box.  Exactly what I did after I realized I made the same mistake and it worked without a hitch.

[Armawk]

<p>Yes the digital download versions are a big ripoff and noone in their right minds would buy them apart from in the most peculiar circumstances (and one can hardly expect customer service to say "sorry we sold you a bad value product, here have your money back). I regret that you found this out the nasty way, but I recommend a little forum research before buying in future.. to their small credit at least, SOE has not blocked people saying this on the forums.</p>

[Jeridor]

<p>I think some of the posters here overlook the fact that customer service is at an all time low. Not just in SOE (who has at least slightly above average CS in my opinion, if not better than that). The fact is that the digital download should be a win-win for both sides. SOE's distribution costs are cut, so there's no justification for selling the expansion without the others because it's a DD. I think the difference is for the "convenience", which is common in sales, but I think it's a poor choice.</p><p>I express this opinion as someone who has a friend I'd like to get involved in EQ2 but she can't find a retail box of EOF in her area. Deliveries to her place are difficult for various reasons, so the only real option is a digital download and there's no way she's going to buy all the expansions separately. More likely, she'll let her trial expire and be done with it, but I hope not. There's no need for SOE to lose new players like this, especially when that player is actually cutting costs for them.</p>

[painca]

<p>First off bubspeed 2, I've worked with sales guys like you. Customers are a mark to be taken down and while you are able to dupe customers with technicalities for a while, you eventually have to move to another shop because you burn up your customer base. I could tell you about the value of good customer relations but that would be a waste of time.</p><p>This not a matter of stupidity, it's a matter of expectations. No where in the download material did it say I was getting the previous expansion packs but it also did not specifically mention that the previous expansions were NOT included.</p><p>I read in a preview that the expansions were included. I assumed that since "retail" and download versions had the same name and were the same price that they would be the same product. </p><p>That is my fault for assuming.</p><p>I wrote the original post to vent and to let everyone know that when it comes to SOE, Caveat Emptor.</p><p>But it looks like everyone knew that already.</p>

[Illmarr]

Aphlos@Lucan DLere wrote: <blockquote><p>I think some of the posters here overlook the fact that customer service is at an all time low. Not just in SOE (who has at least slightly above average CS in my opinion, if not better than that). The fact is that the digital download should be a win-win for both sides. SOE's distribution costs are cut, so there's no justification for selling the expansion without the others because it's a DD. I think the difference is for the "convenience", which is common in sales, but I think it's a poor choice.</p><p>I express this opinion as someone who has a friend I'd like to get involved in EQ2 but she can't find a retail box of EOF in her area. Deliveries to her place are difficult for various reasons, so the only real option is a digital download and there's no way she's going to buy all the expansions separately. More likely, she'll let her trial expire and be done with it, but I hope not. There's no need for SOE to lose new players like this, especially when that player is actually cutting costs for them.</p></blockquote>Seems to me you can buy the retail box and tell her the account key, and she can register it. Then she can download the launchpad and patcher and download the game while you send the discs in the mail. Am I missing something with this scenario?

[Deadrus]

Um theres at least one other thread on this board that says you dont get the other expantions with the digital download. I really dont know how you can even reall expcet it witht he digital download I mean the expantion EoF by itself is over a gig of content. I dont thinkthey want to addanother gig or 2 for all the previous expantions. And if you ever have to format your computer youd have to download everything any time anything happend to your computer. Maybe im just impatient but i think haveing the cds is always better then downloading anything. Heck i wish they would put the adventur packs on cd so i didnt have to download them evertime i had to format my computer. And with the latest cds you dont even need to keep track of your old ones because EoF includes everything and so will RoK. You cant expect SoE to give you content you didnt pay for just because you didnt do any reseach on what you get with digital downloads. For future referance always buy the retail box. Its much safer that way.

[Antagoni]

paincave wrote: <blockquote><p>This not a matter of stupidity, it's a matter of expectations. No where in the download material did it say I was getting the previous expansion packs but it also did not specifically mention that the previous expansions were NOT included.</p></blockquote>I went to the Chevy dealer the other day and bought a Cavalier.  I've since gone through all of my paperwork and NOWHERE does it say a Corvette was NOT included in my purchase.  I'm headed back to the dealership to fix this situation right now, wish me luck!

[Und3rt0w]

<p>I can't argue the fact that since they both cost the same, they both should include the same (forget that the digital download has reduced costs yet has LESS). It would seem like small potatoes for SOE to honor the fact that you paid the same value (since the revenue stream really comes from subscriptions fees) for their product and allow you full access to what the box product contains.</p><p>On the other hand, I bought the boxed product back w/ KOS and then bought the EoF box product that contained the original and DoF products.  Should I have asked for a refund since I already had the older content?</p><p>I guess bottom line is that it's crazy the stand alone EoF costs the same as the box product, but enough people bought the digital download at that price to justify it being sold.  </p>

[TaleraRis]

<cite>Josgar wrote:</cite><blockquote>Im sorry bud, but SOE never said in anyway shape or form that the digital download included all of the expansions... heck there technically is no retail version of EOF... If you read the box itself it says: Everquest II Then further down it says: Includes all expansions. So either way... there truly isnt any version or box that is called echoes of faydwer that will include everything else. However, people call it the EOF box because of the picture I guess... </blockquote> The two boxes I have of the retail version do say Echoes of Faydwer. Then it's also indicated that all expansions are included.

[Josgar]

Im looking at mine and it says Everquest II then at the top it says includes Echoes of faydwer on a yellow strip. <img src="http://www.ifeelgroovy.net/shop/catalog/images/EQ2_EOF_Front.jpg" border="0">\<img src="http://www.gametab.com/images/ss/pc/5126/box-l.jpg" border="0"> The website i got this box art from is the same box art i have. No where does it say that this is the EOF box... *points to all in one pack part* notice how KOS says Everquest II: Kingdom of sky and the all in one pack doesnt say Everquest II: EOF I might be getting too technical with this though.

[steelblueangel]

<p>Why is everyone flaming the Op so harshly? When in fact if you have ever downloaded anything from soe there is little to no information on the product other than the name and I have never seen any fine print that states they do or do not offer older content in a download. </p><p>The fact is if it is a digital download there should be information on all of the expansions, adventure packs etc that are included on the down load page for the consumer to read before pressing that button. And at the current time they are not there. </p><p>Soe since eq1 has never had great customer service since it's filled with recorded messages and long waits on the phone that run up you phone bill. Once you get them on the line you find out you stayed on the line waiting forever to be told you are SOL. </p><p>Good luck OP but if you are new to this game you will find that the customer service does not improve. That is why I never download anything from their sites. </p>

[Josgar]

Im not flaming anyone... just pointing out that in know way shape or form did it say that EOF DD included anything else...

[Recklon]

I (like some others that have posted) also find it curious that the digital download doesn't include all of the content that the 'Retail' box does... Regardless, I think that the main issue here relates to the lack of support provided by SOE in this situation. It is never a good sign when the customer is coming up with more solutions than the vendor. In this scenario, the customer offered numerous ways to resolve the problem - including pre-purchasing future products etc. A bit of overhead - yes... but a small price to pay (in my opinion) to please a customer that is providing a recurring revenue source. <cite>Antagoni wrote:</cite><blockquote>paincave wrote: <blockquote><p>This not a matter of stupidity, it's a matter of expectations. No where in the download material did it say I was getting the previous expansion packs but it also did not specifically mention that the previous expansions were NOT included.</p></blockquote>I went to the Chevy dealer the other day and bought a Cavalier.  I've since gone through all of my paperwork and NOWHERE does it say a Corvette was NOT included in my purchase.  I'm headed back to the dealership to fix this situation right now, wish me luck!</blockquote>Wonder what would happen if I called up the dealership and offered to pre-pay them retail for next years model... They might even throw in the warranty.... <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" /> Regards, Shucon, 70 Guardian Nektulos Server

[Thormiel]

<cite>Recklon wrote:</cite><blockquote> I (like some others that have posted) also find it curious that the digital download doesn't include all of the content that the 'Retail' box does... Regardless, I think that the main issue here relates to the lack of support provided by SOE in this situation. It is never a good sign when the customer is coming up with more solutions than the vendor. In this scenario, the customer offered numerous ways to resolve the problem - including pre-purchasing future products etc. A bit of overhead - yes... but a small price to pay (in my opinion) to please a customer that is providing a recurring revenue source. <cite>Antagoni wrote:</cite><blockquote>paincave wrote: <blockquote><p>This not a matter of stupidity, it's a matter of expectations. No where in the download material did it say I was getting the previous expansion packs but it also did not specifically mention that the previous expansions were NOT included.</p></blockquote>I went to the Chevy dealer the other day and bought a Cavalier.  I've since gone through all of my paperwork and NOWHERE does it say a Corvette was NOT included in my purchase.  I'm headed back to the dealership to fix this situation right now, wish me luck!</blockquote>Wonder what would happen if I called up the dealership and offered to pre-pay them retail for next years model... They might even throw in the warranty.... <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" /> Regards, Shucon, 70 Guardian Nektulos Server </blockquote><p>Unfortunately 'Good customer support' does not always mean giving what the customer want from many company's perspective. In one of my previous jobs, the company makes a yearly survey where one of the area is customer support. The score is from 1-10 for each area. During one of the sessions where we went through the results, the CEO stated that our score for the 'customer support' area is totally acceptable and good, even though it is nowehere near 10. The reason, he stated, is that because our goal is not to always give what the customer want when it comes to customer support and get a score of 10. That approach is actually considered to be not acceptable because it would mean increased costs for the company. Not just in material costs but also process costs.</p><p> In this for example it might sound perfectly reasonable from the customer's perspective that he offers to prepay for future expansion. But from the company's perspective, how would they monitor that this customer has prepaid? Since RoK does not come out until November, they most likely do not have a product number and a prepaid process set up for it in their production system yet. So, how would SOE monitor that this customer has prepaid, so that when RoK comes out he gets product automatically? Sure they could assign some poor sales clerk to stick a post-it note on his cubicle wall to remember, but do you really think that's an effective use of his time? What about what if this clerk leaves the company before RoK comes out. How do yo umake sure he remembers to pass this info to the next guy? And if he forgets it, the customer will be calling customer support again to ask why he didn't get his prepaid product...</p>

[TheManInTheBox]

<i>For any future digital downloads where you expect every expansion with your purchase. I suggest visiting Direct2Drive You can use my <a href="http://www.direct2drive.com/6/4362/product/Buy-EverQuest-II:-All-In-One-Compilation-Download" target="_blank" rel="nofollow">link here</a>. No Retail Box Required. </i><img src="/smilies/283a16da79f3aa23fe1025c96295f04f.gif" border="0" alt="SMILEY" />