Aggro Me: Reaching Out to SOE
Reaching Out to SOE
Well, I have long heard that SOE is not responsive to its customer base. So, I decided to try a little experiment. I know that the customer services numbers of many companies are notoriously hard to locate. Amazon, Ebay and Paypal - I'm looking at you! Try this link if you need one of those numbers.
I decided to see if SOE was similarly hard to get in touch with by telephone.
I popped over to the EQII website:
Clicked Support on the top row of links (5 sec.)
Surveyed the links and clicked on Customer Service FAQ as the most likely candidate (10 sec.)
Scanned through the faq and woot there it is - a number for Technical Service and one for Billing! (Hint: It's the same number - (858)537-0898) (20 sec.)
Not bad, SOE, that was pretty easy to find. Now on to Part II of the experiment in which I see how long it takes a live person to actually answer.
Note: This experiment was conducted around 2:00 P.M. EST on a weekday. Not very scientific I know.
Wait a minute, 858. That's not 888 is it? Let me check, yep, that's the area code for San Diego, California, location of glorious SOE headquarters. Not toll free - unbelievable. Good thing I'm calling from work...
Okay, a pleasant recorded voice answers. Press 2 for Everquest II. How fitting.
Okay, another menu - I'm going with technical issues.
On musical hold. Fairly inspiring classical tune - almost worth the money someone is paying for this call.
Okay, still holding.
"Thank you for calling Sony Online. May I please have your current e-mail address-
"Ribbit, Ribbit, where am I?"
"Sir, Sir...I can't hear you?"
Total time to the moment Sony picked up: 10 minutes, 40 seconds. That's a precise time. Pretty weak, I think, but not awful.
Okay, my work is not done. I'm going In-Game Issues this time, which I am predicting means a much longer wait.
Okay, calling back. Pressing 2 for EQII. Pressing 3 for In-Game Issues.
Doh! I've been foiled! I get a recorded message saying In-Game Issues are handled In-Game only! The recorded voice sounds so sad, I almost feel bad for her.
As a side note, the in-game knowledge base (while it could be better) does answer some of the more simple questions I see in OOC.
Well, thank you for playing Reaching Out to SOE. An easy to find (toll) number, a mediocre response time, and no in-game help via phone. I'll go with a solid C+ overall.
I thought of testing them on a fake technical problem but I didn't feel right about wasting customer service rep time with other people are on hold.
I would love for anyone who has used the phone service for an actual technical problem to report on how knowledgeable the phone reps are. Edit: I got back from vacation to get a lot of reports (through comments and e-mails) of positive service with regards to SOE's technical support which I am very glad to hear. Thus, I am editing this post to give them credit where credit is due and I'm happy to do so.