- Nov 30, 2012
How are the examples not similar (besides mine being entirely paraphrasing, really wish I kept the emails)? Both show the customer service people basically just trying to move us along. Valve did not show me the way to get into contact with Ubisoft, they just told me to do so. I had to go and figure out how to get into contact with them about one of their games and how this is the hardware I had and this is the programs I was using etc. etc. and Ubisoft were actually really helpful. Valve on the other hand gave me the impression that I was being a nuisance and only gave me the refund after I had extensive amount of proof that I was not lying. I get why they needed proof, but I felt like I was being treated very poorly for a customer who had been using Steam for 4 years without making a sound.Infernal Lawyer said:Now, I think those two examples of Customer Support are not quite comparable, paraphrasing aside.
Your counter example is essentially Valve being uncooperative, reluctant to return a sale and arrogantly acting like they're only giving you a refund out of the kindness of their hearts. It's perfectly understandable that you find this frustrating, because there's no reason why you should be stuck with a game that doesn't work, but by the looks of it they eventually, albeit reluctantly, gave you a process to fixing the problem, i.e. contacting Ubisoft and trading emails. That's saying "We don't want to give you your money back and we're going to make it unnecessarily hard for no reason... But fine, here you go, because we're such nice people."
However, the original example is EA being an complete and utter douche bag, starting out with some simple troubleshooting offers before essentially saying 'delete all of your program files, because fuck you', barely bothering to disguise it as technical support. That isn't being helpful. That isn't even trying to prevent a refund (god forbid), because the guy never asked for it. That's nothing more than pulling the finger and saying "We already have your money, we won't even bother helping you with simple frame rate issues. So fucking deal with it."
I'm sorry, but I don't see how your example holds water compared to wAriot's. I get that you were treated badly for asking for a refund, but at least you weren't insulted and bullshitted for having the audacity to ask how to get more than 30 frames per second.
And yes, I DO understand that Customer Support staff are hardly representatives of the appropriate corporation.
Wariot's example is a good one of EA's terrible CS, but at no point did I see any indication that they were saying "Delete this cause fuck you", they just say, "delete this and see what happens". Yes it's poor customer service, but they were not openly insulting the person, they were trying to move them along, which is poor practice but not an open "FUCK YOU CUSTOMER".
I think both examples hold the same amount of water (bar mine has no photo copied evidence and is entirely paraphrased) and whilst the examples are of different circumstances it still shows that neither EA or Valve have very good customer service. I am a customer, just like everyone else here, who was not pleased with the way my case was handled, and for you to say that MY example holds no water makes me question whether or not we are arguing about companies needing to do better, or just you personally wanting to see EA wither and die (which quite a number of people on this site want to see happen).