unhappy with my received support Incident: 111120-000504

[daceb]

<p>can someone please explain to me why customer support needs to know all my account details just to explain to me why my 45days free sub time(of which was promised to me after sony services were down for 3 weeks a few months back) was down graded to 31days instead? i don't even remember half of the questions but how on earth is all those details even relevant to why sonys promise of free 45day game time was broken and was given 31days instead? and what happens if i refuse to answer those question, is sony going to revoke my last 3 days of the 31days it has granted me instead of the 45days??? i have always been a bit of a sony fanboy, i had all the game consoles, on my 4th sony bravia tv, a sony gigajuke hifi to name a few but the more i play eq2 and get involved with sony policy's and support the more i am ashamed of ever being interested in sony in the first place<img src="/eq2/images/smilies/c30b4198e0907b23b8246bdd52aa1c3c.gif" border="0" /> </p>

[TSR-JoshuaM]

<p><cite>daceb wrote:</cite></p><blockquote><p>can someone please explain to me why customer support needs to know all my account details just to explain to me why my 45days free sub time(of which was promised to me after sony services were down for 3 weeks a few months back) was down graded to 31days instead? i don't even remember half of the questions but how on earth is all those details even relevant to why sonys promise of free 45day game time was broken and was given 31days instead? and what happens if i refuse to answer those question, is sony going to revoke my last 3 days of the 31days it has granted me instead of the 45days??? i have always been a bit of a sony fanboy, i had all the game consoles, on my 4th sony bravia tv, a sony gigajuke hifi to name a few but the more i play eq2 and get involved with sony policy's and support the more i am ashamed of ever being interested in sony in the first place<img src="/eq2/images/smilies/c30b4198e0907b23b8246bdd52aa1c3c.gif" border="0" /> </p></blockquote><p>Alright I'll explain a few things on why you recieved that type of response, from a GM.</p><p>Petitions go to GM's.  GM's are not billing representatives and may not always be up to par with current BILLING policies.  They are In-game support, that's it.  You opened a petition and asked about account billing issues.  They sent you a verification form and escalated your ticket to Billing.  That's the process working as intended when requests are sent to the wrong team.  It is an effort to get any information that GM thought was relevant without you having to wait for a billing rep to pick it up a day or so later THEN ask you for that information if it was necessary.  </p><p>Is the verification form necessary for your issue?  Not really.  But it's hardly a point of contention and it was done in an effort to save you time in case it was needed.</p><p>Support tickets go to Technical Support or Account Billing.  If you have a billing issue and want accurate responses from a billing representative then you open a support ticket, not a petition for a GM who has nothing to do with billing.</p><p>As for the 45 free days it had a deadline for redemption of August 31st, to expire no later than October 16th.  Any discussion on that topic WILL require pulling up your specific account information and I highly recommend you waiting for a billing representative to pick up your ticket and respond to you.</p><p>SOE doesn't sell TV's, game consoles, or gigajukes btw, that's a different company.</p>

[GussJr]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p><cite>daceb wrote:</cite></p><blockquote><p>can someone please explain to me why customer support needs to know all my account details just to explain to me why my 45days free sub time(of which was promised to me after sony services were down for 3 weeks a few months back) was down graded to 31days instead? i don't even remember half of the questions but how on earth is all those details even relevant to why sonys promise of free 45day game time was broken and was given 31days instead? and what happens if i refuse to answer those question, is sony going to revoke my last 3 days of the 31days it has granted me instead of the 45days??? i have always been a bit of a sony fanboy, i had all the game consoles, on my 4th sony bravia tv, a sony gigajuke hifi to name a few but the more i play eq2 and get involved with sony policy's and support the more i am ashamed of ever being interested in sony in the first place<img src="/eq2/images/smilies/c30b4198e0907b23b8246bdd52aa1c3c.gif" border="0" /> </p></blockquote><p>Alright I'll explain a few things on why you recieved that type of response, from a GM.</p><p>Petitions go to GM's.  GM's are not billing representatives and may not always be up to par with current BILLING policies.  They are In-game support, that's it.  You opened a petition and asked about account billing issues.  They sent you a verification form and escalated your ticket to Billing.  That's the process working as intended when requests are sent to the wrong team.  It is an effort to get any information that GM thought was relevant without you having to wait for a billing rep to pick it up a day or so later THEN ask you for that information if it was necessary.  </p><p>Is the verification form necessary for your issue?  Not really.  But it's hardly a point of contention and it was done in an effort to save you time in case it was needed.</p><p>Support tickets go to Technical Support or Account Billing.  If you have a billing issue and want accurate responses from a billing representative then you open a support ticket, not a petition for a GM who has nothing to do with billing.</p><p>As for the 45 free days it had a deadline for redemption of August 31st, to expire no later than October 16th.  Any discussion on that topic WILL require pulling up your specific account information and I highly recommend you waiting for a billing representative to pick up your ticket and respond to you.</p><p>SOE doesn't sell TV's, game consoles, or gigajukes btw, that's a different company.</p></blockquote><p>I heart TSR-JoshuaM <img src="/eq2/images/smilies/e8a506dc4ad763aca51bec4ca7dc8560.gif" border="0" /></p>

[daceb]

<p>can you please explain to me then why i wasn't granted the 45days at the time everyone else had and why even when i petitioned it at the time it wasn't granted it to my account before my one year sub ended instead of being told it will be added to my account after my one year sub ended? as a paying subscriber i feel really hard done by just because i had an active subscription, i lost 3 weeks due to servers being down, time that i had paid for but was denied due to server outages and was led to believe i will be given double time back but in the end only granted one extra week and yet all those people who had let their account expire and weren't paying soe a penny but was still granted the full 45days, was the gm who told me it would be added to the end of my one year sub misinformed or did he Simply lie to keep me happy until i couldn't do anything about it?? and further when i mentioned about tv's and what not i was talking about sony that's sony with a Y not an e and since the s in soe does stand for sony i felt they were apart of soe ie you boss but i agree soe doesn't appear to have any thing to do with sony apart from name only as i am sure the real sony corp. wouldn't give out such poor information and would have much more regard for paying customers in the first place, it is a shame that soe is taking advantage of the high reputation that sony corp has built up over the years, i certinly won't be making the mistake of paying a full years sub again as it seems the free loaders get much better service</p>

[GussJr]

<p><cite>daceb wrote:</cite></p><blockquote><p>can you please explain to me then why i wasn't granted the 45days at the time everyone else had and why even when i petitioned it at the time it wasn't granted it to my account before my one year sub ended instead of being told it will be added to my account after my one year sub ended? as a paying subscriber i feel really hard done by just because i had an active subscription, i lost 3 weeks due to servers being down, time that i had paid for but was denied due to server outages and was led to believe i will be given double time back but in the end only granted one extra week and yet all those people who had let their account expire and weren't paying soe a penny but was still granted the full 45days, was the gm who told me it would be added to the end of my one year sub misinformed or did he Simply lie to keep me happy until i couldn't do anything about it?? and further when i mentioned about tv's and what not i was talking about sony that's sony with a Y not an e and since the s in soe does stand for sony i felt they were apart of soe ie you boss but i agree soe doesn't appear to have any thing to do with sony apart from name only as i am sure the real sony corp. wouldn't give out such poor information and would have much more regard for paying customers in the first place, it is a shame that soe is taking advantage of the high reputation that sony corp has built up over the years, i certinly won't be making the mistake of paying a full years sub again as it seems the free loaders get much better service</p></blockquote><p>Punctuation please!</p>

[agentsix]

<p><cite>daceb wrote:</cite></p><blockquote><p>can you please explain to me then why i wasn't granted the 45days at the time everyone else had and why even when i petitioned it at the time it wasn't granted it to my account before my one year sub ended instead of being told it will be added to my account after my one year sub ended? as a paying subscriber i feel really hard done by just because i had an active subscription, i lost 3 weeks due to servers being down, time that i had paid for but was denied due to server outages and was led to believe i will be given double time back but in the end only granted one extra week and yet all those people who had let their account expire and weren't paying soe a penny but was still granted the full 45days,</p></blockquote><p>Why is this an issue now? The downtime and "Make Good' program was months ago.</p><p>According to this:</p><p><a href="http://www.soe.com/securityupdate/welcomeback/" target="_blank" rel="nofollow">http://www.soe.com/securityupdate/welcomeback/</a></p><p style="padding-left: 30px;">For those customers on an active paying plan, this time has been added to the end of your current billing cycle. For all other customers, your time begins upon your first login to each of the relevant games. Customers must login by 11:59 pm PST August 31, 2011 to claim the game time.</p><p>Did you log in before August 31st so the time was credit to your account?</p>

[agentsix]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote> If you have a billing issue and want accurate responses from a billing representative then you open a support ticket, not a petition for a GM who has nothing to do with billing.</blockquote><p>How does one initiate a support case with billing directly?</p>

[daceb]

<p>been logging in every day on a fully paid sub for the past 3+ years, when the game time was awarded it back few months ago it wasn't added to my account so i petitioned it and was told the 45day would be added to my account when my one year sub ran out on 26 of oct 2011 almost 4 weeks ago, it is only now i looked to see what date my sub expires on when i realised i was only granted 31 days instead of the promised 45 days, i petitioned to find out why but was told they cannot explain why until give my name, address, card details, and a few other things which i don't even know or ever had like Account / Registration Key as the only game i brought was TSO exp all others were downloads, the missing 2 weeks is no big deal at the end of the day, it is the fact i was mis led when i asked when i would receive the 45days but more frustratingly the fact that i have to hand over my life story just to find out why i wasn't entitled to the full 45days. and i apologise about lack of punctuation but writing was never really my thing and gets me a bit stressed and i just type as i think it, if it wasn't for spell checkers these postings wouldn't even make any sense(if they do any way<img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" />, all i wanted was an explanation as to why i lost out on the full 45days and to why i was led to believe i would receive it in the first place, is that really such a big deal to ask for???</p>

[agentsix]

<p><cite>daceb wrote:</cite></p><blockquote><p>been logging in every day on a fully paid sub for the past 3+ years, when the game time was awarded it back few months ago it wasn't added to my account so i petitioned it and was told the 45day would be added to my account when my one year sub ran out on 26 of oct 2011 almost 4 weeks ago, it is only now i looked to see what date my sub expires on when i realised i was only granted 31 days instead of the promised 45 days, i petitioned to find out why but was told they cannot explain why until give my name, address, card details, and a few other things which i don't even know or ever had like Account / Registration Key as the only game i brought was TSO exp all others were downloads, the missing 2 weeks is no big deal at the end of the day, it is the fact i was mis led when i asked when i would receive the 45days but more frustratingly the fact that i have to hand over my life story just to find out why i wasn't entitled to the full 45days. and i apologise about lack of punctuation but writing was never really my thing and gets me a bit stressed and i just type as i think it, if it wasn't for spell checkers these postings wouldn't even make any sense(if they do any way<img src="/eq2/images/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" />, all i wanted was an explanation as to why i lost out on the full 45days and to why i was led to believe i would receive it in the first place, is that really such a big deal to ask for???</p></blockquote><p>I'd file a new ticket using this link:</p><p><a rel="nofollow" href="https://help.station.sony.com/app/ask/" target="_blank">https://help.station.sony.com/app/ask/</a></p><p>and select Everquest II and Account / Billing from the drop downs. Use 'Not getting free 45 days" in the subject.</p><p>When you make the ticket just give the information you said above:</p><p style="padding-left: 30px;">been logging in every day on a fully paid sub for the past 3+ years, when the game time was awarded it back few months ago it wasn't added to my account so i petitioned it and was told the 45day would be added to my account when my one year sub ran out on 26 of oct 2011 almost 4 weeks ago, it is only now i looked to see what date my sub expires on when i realised i was only granted 31 days instead of the promised 45 days,</p><p>That should be enough.</p>

[daceb]

<p>thank you, think that was maybe my problem i was using wrong support ticket, was never aware of that one in question, well fully exhausted by it all so going to go to bed and hope it has all been sorted by the morning, many thanks for your reply was nice to see some help full advice which i do appreciate<img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></p>

[TSR-JoshuaM]

<p><cite>Deliverator@The Bazaar wrote:</cite></p><blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote> If you have a billing issue and want accurate responses from a billing representative then you open a support ticket, not a petition for a GM who has nothing to do with billing.</blockquote><p>How does one initiate a support case with billing directly?</p></blockquote><p>Technical Support and Account Billing are the same department.  Tech's pull tech tickets, billing reps pull billing tickets.  So any support ticket properly categorized will reach the proper representative. </p>

[agentsix]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p><cite>Deliverator@The Bazaar wrote:</cite></p><blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote> If you have a billing issue and want accurate responses from a billing representative then you open a support ticket, not a petition for a GM who has nothing to do with billing.</blockquote><p>How does one initiate a support case with billing directly?</p></blockquote><p>Technical Support and Account Billing are the same department.  Tech's pull tech tickets, billing reps pull billing tickets.  So any support ticket properly categorized will reach the proper representative. </p></blockquote><p>I think the problem is, if someone does a /petition in game, and clicks on the Ingame tab, there is no selection for Account issues.</p><p>To start a ticket about Account issues in game a player has to:</p><p>/petition</p><p>Click on Station Support (This is counter-intuitive - I don't want Station support - I want EQ2 support. I understand what station support is but this is the thinking of the user.)</p><p>Then click on the Game</p><p>Then click on Account Billing</p><p>That's way too many steps.</p><p>There should be an Account Issues choice in the drop down for In-Game Support. This way a ticket started there will go directly to the right department.</p>