If you’ve ever reported something to customer service “support” before, you’ll be all too familiar with the response template that’s anything but personal sent from the “Support” staff. Here’s an example of a reply I received recently after reporting inappropriate player behaviour:
Thank you for contacting Star Wars™: The Old Republic™ Customer Service
This is (support person) and I am making a follow up on the ticket that you have sent about a player that was using offensive and derogatory language in General Chat. I do apologize for the length of time you have been waiting for a response.
I apologize that this happens to you in the game and for any inconvenience this issue may have caused. I know that it is frustrating and I would definitely feel the same way if this happen to me in the game. I have certainly checked the information you provided, we would like to thank you for the report you have submitted to us, we have passed this information onto one of our specialized teams who will investigate.
Thank you for your patience and understanding, especially for your continuous support. Should you require any further assistance with this or any other issue, please do not hesitate to contact us again.
Thank you for contacting Star Wars™: The Old Republic™. We appreciate your custom and are always glad to assist you.
Galactic Support is our specialty… May the Force be with you.
Star Wars ™: The Old Republic™ Customer Service
You’ll notice I’ve changed the colour of the text in particular portions of the reply. Everything Orange is typed by the support person. Everything in Lilac was copied and pasted directly from my complaint ticket and everything else is a template used over and over again, multiple times to send out to the multitude of players who complain or raise concerns to EA “Support” staff on a daily basis.
I’ve worked in a customer service “support” role before so I know how this process works. You take the template, you add the little bits you can to make it sound personal enough to not look like you just copied and pasted text into a template (which is exactly what you did), and then you fill in the gaps with mindless drivel that doesn’t mean a thing.
I wouldn’t have a problem with this if I didn’t keep receiving the EXACT same template minus the orange text every time I escalate something. It’s just … well, kinda sad and kinda lazy. If you really did care, you’d reply yourself with something a little less impersonal than “we have passed this information onto one of our specialized teams who will investigate”. Although “especially for your continuous support” is a nice touch – at least they acknowledge the fact that I pay a subscription to play their game (unlike many other players who are Free to Play).
Does that mean I get special treatment by the support staff (because you know, I’m literally paying their wages?)
<crazy laughter fills the room>
Ahh … that would be a resounding “no”.