113984-customer-service-need-the-proper-tools-to-help-us-please

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I just recently had an issue that I submitted a ticket. All my dps gear was missing from my character (fortunately I was wearing my tank gear). I submitted a ticket in the hopes this could be resolved. 
 
Now I am aware that the most likely outcome would be that I accidentally sold my gear and that customer support would not choose to help me for being an idiot. I am ok with this. 
 
This wasn't exactly the case. Customer support wanted to help me, but only able to if they can find out exactly what pieces of gear are missing. They aren't recovering, just simply replacing. I realized then that there are no real useful tools for Customer support (gms) to help players out with. I can't blame customer support for this. This lies on developers not putting these tools into place to help them do their job well. 
 
When a buddy of mine got his account hacked and wasnt logged in for months, WoW GMs were able to track down a record of his gear and restore the character. this was years ago mind you.  This game cant restore 2 days into the past. They have no way of accessing account history or transactions. I dont even think Customer support would even be aware if I sold off the items accidentally instead. They were just willing to give me what I wanted (which makes me wonder about potential abuse) 
 
Since I'm primarily a tank, it doesnt bother me that much since Ill just run with guildies/friends through dalies and I tank adventures and dungeons anyways till I regear my character, But I'm left wondering if I would still be subbed if I woke up one day naked and customer support cant even give me my gear back? 	
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I just recently had an issue that I submitted a ticket. All my dps gear was missing from my character (fortunately I was wearing my tank gear). I submitted a ticket in the hopes this could be resolved. 
 
Now I am aware that the most likely outcome would be that I accidentally sold my gear and that customer support would not choose to help me for being an idiot. I am ok with this. 
 
This wasn't exactly the case. Customer support wanted to help me, but only able to if they can find out exactly what pieces of gear are missing. They aren't recovering, just simply replacing. I realized then that there are no real useful tools for Customer support (gms) to help players out with. I can't blame customer support for this. This lies on developers not putting these tools into place to help them do their job well. 
 
When a buddy of mine got his account hacked and wasnt logged in for months, WoW GMs were able to track down a record of his gear and restore the character. this was years ago mind you.  This game cant restore 2 days into the past. They have no way of accessing account history or transactions. I dont even think Customer support would even be aware if I sold off the items accidentally instead. They were just willing to give me what I wanted (which makes me wonder about potential abuse) 
 
Since I'm primarily a tank, it doesnt bother me that much since Ill just run with guildies/friends through dalies and I tank adventures and dungeons anyways till I regear my character, But I'm left wondering if I would still be subbed if I woke up one day naked and customer support cant even give me my gear back? 
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			I suppose your right. Though I remember in vanlilla gms actually meeting with you for issues that happened in game. Though I have very little to do with them (my first ticket didnt come about till BC i believe) But where WoW seems to beat out its competition is more on the CS side since I have always had a good experience with WoW, and the same could not be said of SOE, EA, or NCsoft at all. 	
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			It took WoW support years to develop that toolset, as Vic said. This is the case for most games. You don't waste time coding a robust support toolkit when the game isn't done itself.	
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I suppose your right. Though I remember in vanlilla gms actually meeting with you for issues that happened in game. Though I have very little to do with them (my first ticket didnt come about till BC i believe) But where WoW seems to beat out its competition is more on the CS side since I have always had a good experience with WoW, and the same could not be said of SOE, EA, or NCsoft at all. 
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I mean, it'd be nice if we had customer support like that right now in Wildstar, but not even just comparing it to WoW, NCSoft doesn't have the best CS reputation.  They never have.
 
I'm hoping the game explodes and does exceedingly well.  Maybe Carbine can get their own little CS staff that does nothing but Wildstar.
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I've actually never had significant problems with NCSoft customer service. Most of the problems I hear about end up being PEBKAC in nature, but since a CS can't really tell people that these days and not get tagged with being wrong, they tend to get a bad rap.
 
Good communication skills help in this, as in all things though. The more clearly I'm able to explain my problem or ask for what I need, the more likely I am to get a satisfactory answer.
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Hey Folks,
 
There seems to be a bunch of wrong information in this thread so i'd like to clear it up a bit.
 
1. Carbine has its own game support team, I am on it :)
2. We have the ability to see everything you deleted (within reason) the problem that most of my agents have is players say things like "my blue gun with awesome stats", we currently don't see random stats which is why we ask for items names.
3. Our CS teams main concern is to help players.  We really focus on giving good resolutions (where possible) in many cases we can't help but our guys are doing their best to keep those to a minimum.
 
I am having one of my leads investigate right now to see if we can figure out what happened. I do see that you deleted 29 items all at the same time. We will do our best to get your items back to you :).	
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Hey Folks,
 
There seems to be a bunch of wrong information in this thread so i'd like to clear it up a bit.
 
1. Carbine has its own game support team, I am on it :)
2. We have the ability to see everything you deleted (within reason) the problem that most of my agents have is players say things like "my blue gun with awesome stats", we currently don't see random stats which is why we ask for items names.
3. Our CS teams main concern is to help players.  We really focus on giving good resolutions (where possible) in many cases we can't help but our guys are doing their best to keep those to a minimum.
 
I am having one of my leads investigate right now to see if we can figure out what happened. I do see that you deleted 29 items all at the same time. We will do our best to get your items back to you :).
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