Lost opportunity for quality customer service

nyck1118

Almost 40 dollars worth of compensation is paltry???? No not entititled at all.

El Satanno

It's interesting to come back to this thread and see how many people are interpreting my situation as behaving in an entitled fashion. Please show me any point where I have behaved rudely or responded in poor faith and I will gladly eat crow. I'm not going to defend myself here, though. I only wish to reinforce the key point of the posting the entire saga which seems to have been sorely missed by several replies here.

This was a lost opportunity for quality customer service. (It even says so, right there in the OP title!) We've all dealt with customer service at one time or another and we all know the difference between a resolution that leaves you feeling like a valued customer and one that leaves you feeling like a loser. This was an easy opportunity for D3 to have at least one more person in the former category rather than the latter. This feeling is magnified by one major factor that I want to expound upon.

I'm talking about vendor blame, and there are several elements to this at play here. That it was not due to any error on my part as the customer immediately places the onus for reparation onto the vendor. Before any of you go off about how it's free-to-play, and I have a choice to play or not, know that it's irrelevant. It is. Regardless of the details, the vendor of any good or service has an obligation to manage their faults to their customers' satisfaction, full stop. It's just good business practice. Caveat emptor is not a sound policy for establishing a healthy customer base.

Moving on, as mentioned by someone else very early on in this thread, having my ticket passed around between agents is poor management. I don't know how much communication goes on on their end, but certainly none of that was passed on to me. Customers hate not knowing what's going on with their claims. This folds right into the poor communication regarding the resolution of my ticket. Again, maybe if it were a single agent handling it, I would have been notified immediately after it was resolved. It is possible that my ticket was closed and I discovered that in the window of time between then and it being passed to a CS agent, but that seems rather unlikely. Even so, getting that information ex post facto would have helped.

Finally, knowing that at least one other person received superior service for a similar situation really burns. This can perhaps be tallied under the "entitlement" column, but it isn't unreasonable from a customer service perspective. Have an analogy: You've been on line at an amusement park for a ride. It breaks down and you're stuck and wait for a protracted period of time, opting not to get out of line. When things finally get running again, the park management gives out free tickets. However a handful of people get free season passes, while you do not. How do you feel as a customer?

I think it's also worth pointing out the intangible nature of digital goods here. It's hard not to say that handing out covers or whatever costs them nothing whatsoever, even though it is slightly disingenuous. But again, the benefits of providing an exemplary customer service experience would outweigh the cost. "Hey, when they screw up they really let you know they're sorry. It's really great!" I've also got about 90 other people in my family of alliances that can corroborate the story that I was on the fence about buying a Stark that I really don't need during the sale, but the results here pushed me in the other direction. That is a literal loss of revenue that could have been made with minimal effort.

fight4thedream

*Stealing a page from Twysta's playbook hehe*