Customer service getting worse

[Effie]

<p>So I'm in the process of cutting down my number of EQ2 accounts to two and getting rid Station Access as I don't play any other SOE games anymore.</p><p>On wednesday I submitted my third character transfer (between accounts on the same server) request in the past year or so.</p><p>The first one was completed on the same day, within a few hours.</p><p>The second one was requested last month and took nearly 2 days.</p><p>This request is going into day 3.</p><p>I've tried the chat support in the past but was left queuing for 45 minutes and was left even more frustrated.</p><p>The support website is just terrible. I have tried Internet Explorer, Firefox and Chrome and on 3 different PCs. I always seem to have to close all my browsers and delete my cookies before I can even check the status on my tickets.</p><p>It was nearly 43 hours after I submitted my request before I got my first 'human' response.</p><p>The last TSR response on my current ticket was yesterday at 4:28pm</p><p>I responded back with the request information at 4:41pm.</p><p>I'm still waiting on a response to that.</p>

[Effie]

<p>A note on the last TSR response:</p><p><em> Unfortunately the card ending in **** does not appear anywhere in the history of the account as a paid subscriptions. Please provide another card.</em></p><p>The card I listed has been used to make numerous Station Cash purchases on the account.</p><p>The question asked does not specify that the card has to have been used to pay for the account subscription.</p><p><em>The last four digits of any Credit Cards that appear in the history of the account(s) involved:</em></p>

[Wingrider01]

<p><cite>Effie wrote:</cite></p><blockquote><p>A note on the last TSR response:</p><p><em> Unfortunately the card ending in **** does not appear anywhere in the history of the account as a paid subscriptions. Please provide another card.</em></p><p>The card I listed has been used to make numerous Station Cash purchases on the account.</p><p>The question asked does not specify that the card has to have been used to pay for the account subscription.</p><p><em>The last four digits of any Credit Cards that appear in the history of the account(s) involved:</em></p></blockquote><p>have you supplied the last 4 digits of the card that paid for the subscriptions? Also their hours are only Monday to friday, so you will rarely if ever recieve a response back on the weekend</p>

[Effie]

<p>Yes I am familar with their hours and I am also familar with the process and the information they require to do the transfers as I have gone through the process several times in the past year.</p><p>I was a bit puzzled as to why the exact same information I supplied a month ago is no longer adequate.</p><p>My last response was at 4:41 EST which means the ticket sat in the queue for five and a half business hours without anyone taking a look at it.</p><p>I guess it shouldn't come as a surprise as the quality of support has been going downhill for ages.</p>

[Wingrider01]

<p><cite>Effie wrote:</cite></p><blockquote><p>Yes I am familar with their hours and I am also familar with the process and the information they require to do the transfers as I have gone through the process several times in the past year.</p><p>I was a bit puzzled as to why the exact same information I supplied a month ago is no longer adequate.</p><p>My last response was at 4:41 EST which means the ticket sat in the queue for five and a half business hours without anyone taking a look at it.</p><p>I guess it shouldn't come as a surprise as the quality of support has been going downhill for ages.</p></blockquote><p>Would hazard a guess that it is for security reasons - you have to prove proof of ownership for every transaction to prevent fraudulent account modifications. Pretty good customer service rather then poor - would be poor if they allowed any modification to the account without proof of ownership</p>

[Effie]

<p>I am shocked!</p><p>They completed my transfer this evening.</p><p>I didn't think they worked on the weekends.</p><p><img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></p>

[TSR-KenC]

<p><cite>Effie wrote:</cite></p><blockquote><p>I am shocked!</p><p>They completed my transfer this evening.</p><p>I didn't think they worked on the weekends.</p><p><img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></p></blockquote><p>The transfer team is mostly active on the Weekdays, but we do have a limited amount of support going through on the weekends as well. Glad to hear it's all set for you!</p>