My displeasure is with the decision makers, not the rank and file.
I won't be pleading with CS to make corrections, either. TP/WRG has already made clear they don't value my time nor my patronage, so why should I bother giving them more of it? Instead, I await real change in their processes (like QA of features before release so this kind of thing doesn't happen again, etc) and a commitment to not penalize customers when they are put in a position to be beta-testers inadvertently.
What would you guys have liked better about yesterday's offer hickup? Another round of bans despite the apology for overreacting the last time?
No matter if 2 or 3 purchase options were intended initially, they did the one right thing to fix it, an noone got hurt.
I would've like a hint of mea culpa in the response. "Correct purchase limit is 3" doesn't tell me anything. Give me some sort of "There was a typo" or "It was coded incorrectly," something that acknowledges a mistake was made. No one needs to be banned, no one needs to have things they've spent money on taken away, and I don't need anyone to get free stuff. I just need TP to own their ish.
Could it be that we are about to make a mountain out of every molehill now? How would you feel in a working environment where every slightest oversight had to lead to "taking the blame", "owing the issue" and "having to apologize"?
Imo this was really NOTHING.
...
Anyway, a few weeks ago noone would have blinked about this whole offer. After their - overdue - apology, can we please go back to that?
I'm a manager for customer service reps in a call center. My employees have clients blow up on them on the regular, and part of my job is to coach them on how to choose their words better and give clear explanations so that our customers feel appreciated and stay happy, and strangely when the customer feels happy, it makes my employees' job easier too. So when I say that I'd like to see them improve in their communication, I know what I'm talking about, I have some experience in how to make that happen, and I genuinely feel that it would make things better.
You can say I'm making a mountain out of a molehill, and you might be right, but I'm also trying to be constructive in my criticism and point them in a direction that could help build goodwill.
Maybe it is exactly that which made me forgive them quite easily. My ticket about missing stuff started bumpy, and I was under the impression that my SD staff was incompetent. When as a result to these missing things even more resources were taken from my account I was infuriated.
But I tried to cool down, and after some reasonable back and forth she (?) sorted everything out to my full satisfaction.
And I have to admit that my initial ticket was giving them an unneccessarily hard time. As soon as my emotions calmed down and my mails became rational the whole story really took a positive turn. I made an educated guess about what might have lead to the issue, listed the missing parts again, and after that I got exactly that.
Btw on my request she even refunded the 300 Q for my uncommon retrieval on day 1 which was unneccessary for the achievement in hindsight after we got the Data Q pack with 1000 Q. I do not remember if she took the 50 honor in exchange or not.
In short: What goes around comes around, and this is true both ways.
What would you guys have liked better about yesterday's offer hickup? Another round of bans despite the apology for overreacting the last time?
No matter if 2 or 3 purchase options were intended initially, they did the one right thing to fix it, an noone got hurt.
I would've like a hint of mea culpa in the response. "Correct purchase limit is 3" doesn't tell me anything. Give me some sort of "There was a typo" or "It was coded incorrectly," something that acknowledges a mistake was made. No one needs to be banned, no one needs to have things they've spent money on taken away, and I don't need anyone to get free stuff. I just need TP to own their ish.
Could it be that we are about to make a mountain out of every molehill now? How would you feel in a working environment where every slightest oversight had to lead to "taking the blame", "owing the issue" and "having to apologize"?
Imo this was really NOTHING.
...
Anyway, a few weeks ago noone would have blinked about this whole offer. After their - overdue - apology, can we please go back to that?
I'm a manager for customer service reps in a call center. My employees have clients blow up on them on the regular, and part of my job is to coach them on how to choose their words better and give clear explanations so that our customers feel appreciated and stay happy, and strangely when the customer feels happy, it makes my employees' job easier too. So when I say that I'd like to see them improve in their communication, I know what I'm talking about, I have some experience in how to make that happen, and I genuinely feel that it would make things better.
You can say I'm making a mountain out of a molehill, and you might be right, but I'm also trying to be constructive in my criticism and point them in a direction that could help build goodwill.
Maybe it is exactly that which made me forgive them quite easily. My ticket about missing stuff started bumpy, and I was under the impression that my SD staff was incompetent. When as a result to these missing things even more resources were taken from my account I was infuriated.
But I tried to cool down, and after some reasonable back and forth she (?) sorted everything out to my full satisfaction.
And I have to admit that my initial ticket was giving them an unneccessarily hard time. As soon as my emotions calmed down and my mails became rational the whole story really took a positive turn. I made an educated guess about what might have lead to the issue, listed the missing parts again, and after that I got exactly that.
Btw on my request she even refunded the 300 Q for my uncommon retrieval on day 1 which was unneccessary for the achievement in hindsight after we got the Data Q pack with 1000 Q. I do not remember if she took the 50 honor in exchange or not.
In short: What goes around comes around, and this is true both ways.
Exactly this.
As someone who has close friends and family working in customer service and done it myself in the past, I genuinely thank you for cooling down and treating the rep you were dealing with like a human being instead of a punching bag.
Setting aside the moral and ethical dimension of a customer treating an almost always blameless person horribly, I always find it frustrating the number of people who apparently can’t grasp the concept that treating the person who can resolve your problem like something the Targ left in the backyard is a bad idea.
Pro tip everyone:
Don’t be a jerk to the people that cook and serve your food and never scream at the person that can make sure you get on that flight.
Thank you for saying this. I've never understood why people think that lashing out at front line staff will ever help their situation.
First, it's usually not that staff's fault or decision to make. They are just following policy or enforcing decisions made by people above them. They often think it's just as dumb as you do.
Second, if they could have helped, you've now taken away any motivation for them to. Especially if they could have done something extra. You're lucky to now get the bare minimum of effort.
Third, show me one time when anyone has ever abused you, even verbally, and it's made you want to do more for them. Now of this helps your situation in the slightest.
To top it all off, where do people get the notion that 💩ing on another human being and treating them like garbage is OK? Seriously? Where did we go wrong as a society that this is now acceptable behaviour to some? Karens and Kyles are running rampant, and other than a few amusing viral videos, they bring nothing good.
I honestly can't believe this even needs to be said. Treating people with respect and basic decency isn't that hard. If it is for you, reevaluate who you are as a person and make some changes to your life.
I was one of the ones banned for pushing a button that they put there - 'buy again' not 'claim'.
I got stuff taken from my inventory - much more than what I'd received from the button and was subsequently banned because they threw their toys out of the pram. I was labelled a cheat.
I was stressed and annoyed because I have never stolen or cheated in my life and I rage quit. I managed to pull myself together and sent a polite email outlining my experience and version of events. They spoke to me as I spoke to them, polite and respectful, outlining their version of events.
They apologised.
That is all I ever wanted. I logged back into the game because I like my fleet. I complete the dailies and I have taken part in this weekends event.
Would I part with my money again, probably not. Do I want the game to fail, no. Am I going to suggest everybody stops spending, no - you are all capable of making your own choices based on your own experiences. Do I hold a grudge, no. Am I going to go on about it, no.
Apology accepted. We move on. Wiser and more cautious in the future in my case.
And I offer my apologies to anyone who thinks I have been rude in my discourse with them on these forums. It was never my intention, we can disagree and still be friends.
A few things:
- your feedback/concerns have been shared, and while I do not have anything else to add at this time, I can say we are discussing it internally
- there is no official FB STT group, we do not have any control on any STT FB groups
- Scott, if you have more information about that face mask, please PM me - thank you
Not weighing into this discussion but I'm genuinely confused - is this not the official FB STT group?
Comments
I won't be pleading with CS to make corrections, either. TP/WRG has already made clear they don't value my time nor my patronage, so why should I bother giving them more of it? Instead, I await real change in their processes (like QA of features before release so this kind of thing doesn't happen again, etc) and a commitment to not penalize customers when they are put in a position to be beta-testers inadvertently.
Thank you for saying this. I've never understood why people think that lashing out at front line staff will ever help their situation.
First, it's usually not that staff's fault or decision to make. They are just following policy or enforcing decisions made by people above them. They often think it's just as dumb as you do.
Second, if they could have helped, you've now taken away any motivation for them to. Especially if they could have done something extra. You're lucky to now get the bare minimum of effort.
Third, show me one time when anyone has ever abused you, even verbally, and it's made you want to do more for them. Now of this helps your situation in the slightest.
To top it all off, where do people get the notion that 💩ing on another human being and treating them like garbage is OK? Seriously? Where did we go wrong as a society that this is now acceptable behaviour to some? Karens and Kyles are running rampant, and other than a few amusing viral videos, they bring nothing good.
I honestly can't believe this even needs to be said. Treating people with respect and basic decency isn't that hard. If it is for you, reevaluate who you are as a person and make some changes to your life.
I got stuff taken from my inventory - much more than what I'd received from the button and was subsequently banned because they threw their toys out of the pram. I was labelled a cheat.
I was stressed and annoyed because I have never stolen or cheated in my life and I rage quit. I managed to pull myself together and sent a polite email outlining my experience and version of events. They spoke to me as I spoke to them, polite and respectful, outlining their version of events.
They apologised.
That is all I ever wanted. I logged back into the game because I like my fleet. I complete the dailies and I have taken part in this weekends event.
Would I part with my money again, probably not. Do I want the game to fail, no. Am I going to suggest everybody stops spending, no - you are all capable of making your own choices based on your own experiences. Do I hold a grudge, no. Am I going to go on about it, no.
Apology accepted. We move on. Wiser and more cautious in the future in my case.
And I offer my apologies to anyone who thinks I have been rude in my discourse with them on these forums. It was never my intention, we can disagree and still be friends.
LLAP
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!