... and in less than 4 days...
Judging by the timestamps, it was less than 24 hours. When did the world get so entitled?
Where are my 100,000 ARX?
- Thread starter sidex100
- Start date
Judging by the timestamps, it was less than 24 hours. When did the world get so entitled?
Well, in his defense, you usually expect to get something digitally pretty quick, unless there are stated upfront circumstances.
Apparently, after the fact, he was told there would be a delay. That would tend to tick someone off a little bit, but no sense crying about it to the whole world.
As someone who has worked in Customer Service, I'd just assumed he was a douchenozzle.
As far as resolving this issue goes, 24 is about standard to get it fixed. Why? Need to confirm all parts of the transaction happened as they should. Does IT need to get involved? Does Finance/Banking need to get involved? Did the customer screw up? Did we? Did the bank?
You can't fix a financial issue like this without proper investigation.
Expecting instant resolution on an issue that involves 3rd parties is gold-star level of entitlement..
I deal with people like OP every day in my customer-facing role. Every day I want to tell them that although I'll do everything possible to sort the issue out and will do so as quickly as possible, we deal with about 30 million people and unfortunately we don't have 30 million staff to give you a personal concierge service. Even a four day turnround is pretty reasonable and since it was ultimately dealt with inside 24 hours, I'd say that's pretty good.
Last year I attempted to buy a new graphics card in a black Friday sale. Bought it according to the website, the financial transaction was processed and the funds were debited from my account but the order wasn't shown on my account on the company's website when I logged back in to check my order reference etc. When I contacted their customer support they confirmed that the actual order hadn't processed at their end and I wouldn't be getting my graphics card, but as the financial transaction had cleared my bank account, I would have to wait for the bank to reinstate my funds once the company informed them that the sale transaction had not processed. That left me £350 in the hole for a week just before Christmas. That's the kind of customer service that merits a multi-post strop like OP's.
OP is lambasting the same customer service team that resolved an issue I reported to them on Christmas Day afternoon a couple of years ago by 10am on Boxing Day morning and apologised to me for the delay because although they had been at work the previous day they'd been a bit busy.
Last year I attempted to buy a new graphics card in a black Friday sale. Bought it according to the website, the financial transaction was processed and the funds were debited from my account but the order wasn't shown on my account on the company's website when I logged back in to check my order reference etc. When I contacted their customer support they confirmed that the actual order hadn't processed at their end and I wouldn't be getting my graphics card, but as the financial transaction had cleared my bank account, I would have to wait for the bank to reinstate my funds once the company informed them that the sale transaction had not processed. That left me £350 in the hole for a week just before Christmas. That's the kind of customer service that merits a multi-post strop like OP's.
OP is lambasting the same customer service team that resolved an issue I reported to them on Christmas Day afternoon a couple of years ago by 10am on Boxing Day morning and apologised to me for the delay because although they had been at work the previous day they'd been a bit busy.
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Give it a break guys. He bought something digital, not physical. Almost everything you buy on the web that is digital is automated and relatively instantaneous digital download service without Customer Service humans getting involved. Apples and Oranges.
OK, so because it's a digital product, the vendor should do no checking to prevent the issue happening again, they should just 'trust' the customer and pay up? Yeah, no. As is clear from the first post, the product was delivered and then disappeared. This needs looking in to.
I'm sure the sales process was completely automated. But follow up when it goes wrong is going to require human involvement.
If you really feel this way, i suggest you take one massive step back from the game, and gaming in general, and... well, basically anything that might just possibly trigger you.
The support team for FD is apparently overloaded, so they are going to take some time to get round to dealing with your problem. It happens. You can't go scaling up support teams for peak times and then downscale them again after. You have to hire people train people, then fire them, which is highly inefficient and also in the UK its not easy to get rid of permanent hires. You can use temps or zero-hour contracts, but those people still need an investment in training, an investment that is lost when you get rid of them. Not to mention there is a general dislike of temp/zero-hour contracts because it means workers have less protection.
So, take a big deep breath, take a step back, and wait for FD to resolve your issue. FD have one of the best support teams in gaming i've ever had the pleasure/misfortunte of dealing with.