Board Thread:Game Discussion/@comment-26829117-20160522124555/@comment-75.185.207.49-20160801022402

49.199.38.230 wrote:

195.33.116.216 wrote: "Outstanding" support service. I deal with a lot of Outsourced Help Desks and Service Desks due to my work. Though I do not really like the essence of outsourcing, truth is that treating your customers the right way is always one of the main objectives of any HD, outsourced or not.

FM/EA took their support services to the next level of incompetence, not only by resulting completely useless, but especially by always somehow blaming any problem on the clients. We always did something wrong for having a car dissappear, for missing a prize from WTTT, etc... You pay for what you get. I deal with these outsourced desks as well. They dont get paid for customer service, that would be extra and defeat the object of trying to save money. They are about volume, the more they clear the more they get paid, if the ticket stays open they get penalised. Which is why the close them when the issue isnt solved and there is no customer service. Well why can't they just make the customer happy and close the ticket? They have to know good customer service and satisfied customers brings in money more than driving people away, especially how quickly word gets around these days. Unless they can make up 100% of their lost customer income with advertiser income, they're going the wrong way. I really doubt they can get that much that way though. And even if it was completely ad based and free, the way they treat people will eventually drive people away. It's just a matter of time until a better competitor comes along.