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<bg>Technical support for online MMORPGs</bg>
A customer contacts us through our chat system as (he thinks) he has been overcharged; unfortunately he has an American account even though he lives in the UK, so he will need to contact our colleagues in the USA giving them his customer ID - which he could not remember and we couldn't find.
He didn't like this answer. So:
CAST OF CHARACTERS:
SC: a kid with too much time on his hands
AgentP: agent; female [it does indeed come into play]
SuperP: supervisor; my colleague and assistant
AgentC: agent; male but his name could be misinterpreted (it can be an abbreviation for both a male and a female name)
My notes in [brackets and italics]
All this happened via chat, mind.
Most of it is C&P'd from the log (with a lot of snipping, of course).
SC: You refused to give me the account ID [maybe via e-mail, as we never dealt with him in person; we don't give out account IDs via e-mail] so I asked that he create a support ticket for me with all the info needed so the US branch could get back to me when they read it.
SC: He also denied this. [yes, he will need to create the ticket with his details, which WE DO NOT HAVE]
AgentP: Did you contact the US ?
SC: They aren't open yet.
AgentP: Unfortunately you will need to wait until they are open: we have no access to US accounts [absolutely true]
SC: I simply wanted the account ID name so I could tell the US branch which account it was. [so you don't have the account name. Hm.]
SC: And they could fix it right away.
AgentP: Yeah but if you do not know any information about the account we cannot give you the ID
(blah blah blah)
AgentP: We cannot deal with US accounts at all
AgentP: We can't even see the ID
SC: Surely you can see the ID if he managed to find it.
AgentP: We can only really find some info, if you gave the other agent your card details he will have been told that - yes, the account active and that it belongs to a US account but our information is very limited. The EU support cannot see much about US accounts. [pretty much, if we search by account name we see a message saying that the account is a North American account. That's it]
End-user: And why is this?
End-user: Doesn't that seem stupid that you as part of [company] are locked off to half of the accounts?
AgentP: this is the Support for the EU and we are a very different department to the USA one. As we are different continents and at other parts of the world, it makes sense for us all to have different support centres.
SC: I just want my card to stop being charged I don't understand why I have to wait and contact a specific part of [company] to have this done.
SC: Regardless of where it is you should be able to do something about it.
AgentP: Unfortunately as it is a matter with the US you need to contact them, we can do nothing because we cannot see any information</as-html>
AgentP: we have no access to US accounts, we cannot cancel anything, change anything or even confirm who owns the account.
SC: Surely someone somewhere over there has access to it.
SC: You can't be entirely locked out, maybe you specifically are. [tinfoil hats on table 2 please]
AgentP: Unfortunately not- this is the reason we have a US support centre.
SC: And what if suddenly the US support centre came crumbling down? You are saying you'd be entirely incapable of resolving anything?
AgentP: If anything happened in the US then our head office in Japan would deal with it.
SC: Who is we, you are the customer support employees correct?
SC: Like I said surely someone higher up than you has access to it.
AgentP: I understand that but you need to contact US support
SC: So with 100% certainty you can tell me that absolutely no living soul in the EU center is capable of getting this info?
AgentP: Sorry, you need to contact US support
SC: That didn't answer my question. But in a way it did. Your reluctance to answer it with any certainty means that there is someone. Correct?
AgentP: no, noone can deal with it [100% correct]
SC: Suddenly you are someone else?
AgentP: I can say that with 100% certainty as the UK and the EU is not the US; the US deals with the US accounts. If you contacted the US about an EU account they would send you here
SC: Yes I am well aware, it's called convenience; let's say I can't contact the US then. Due to some restriction. What then?
AgentP: You should be ok, they use they exact same chat system
SC: So you are telling me [company] would continue to take my money without my consent?
AgentP: you can use the exact same system from 5pm GMT onwards
SC: Yes but IP routing is entirely different. Maybe I can't connect to US servers.
AgentP: if you are able to contact us through this chat then you can contact them
SC: You are on an EU server not a US one. So you are telling me <Company> would continue to take my money without my consent?
AgentP: I cannot offer you any further assistance. Please contact US support. I cannot continue this chat as I can no longer give a US account problem assistance. Your problem needs to be deal with by US support and we are the EU. I apologise for any inconvenience and wish you well when contacting the US support team.
SC: Why won't you answer my simple question?
AgentP: I apologise for any inconvenience; please contact the US support team.
SC: Okay, your supervisor will see you refused to answer my question.
SC: [e-mail address] is the email to report about agents. Am I wrong? [he is correct]
AgentP: Yes, it is. I have given you all the information that i can. You need to contact US support.
SC: It's a simple request. I said please.
AgentP: The answer is going to be the same as you really need to contact US support. I cannot help you any further.
SC: That isn't the answer to the question..
SC: You honestly think your supervisor would appreciate this behaviour?
SC: I am trying to remain patient.
AgentP: I cannot offer you any further assistance. Please contact US support. I cannot continue this chat as I can no longer give a US account problem assistance. Your problem needs to be deal with by US support and we are the EU . I apologise for any inconvenience and wish you well when contacting the US support team.
SC: [AgentP] please don't be like this. It's childish to repeat yourself. This is what 5 year olds do.
SuperP has joined the chat.
SuperP: Hello
SC: Yes hello.
[dead air]
SuperP: I'm afraid the agent has already explained the situation
SC: Yes but I asked her a simple question that she has not answered.
SuperP: Unfortunately, you will have to contact the US support team as we have no way to access US accounts. Which question exactly is it that you feel was unanswered?
SC: "So you are telling me <Company> would continue to take my money without my consent?" I posed the situation where I would be unable to contact US support and asked that. Are you telling me absolutely no one could help me in that scenario and my money would continue to be taken?
SuperP: So this is not an actual issue you have?
SC: Can you just answer the question? It's all I have asked. I have been patient and said please. Im not sure what more I need to do.
SuperP: You will have to and can contact the US support team though.
SC: I assumed the supervisor would be more willing.
SuperP: Arguing this point is not going to change this fact. Be more willing for what?
SC: Ignoring me isn't going to change the fact that my money is being taken without my consent.
SuperP: I cannot change the fact that we do not have access to US accounts. If we did have this access, we would have helped you by now.
SC: Yes I know but I posed a question, let's say its purely hypothetical so your answer would be purely hypothetical.
SuperP: But as you have been informed already, we cannot do this.
SC: Can you tell me your hypothetical response please?
SuperP: We are not here to answer hypothetical questions.
SC: Is that a law? Do you get fired if you do? Show me where it says you are not here to answer those questions?
SC: This is a very real issue. My real money is really missing from my real bank account that has really been taken by your real company.
SuperP: On your US account, which we cannot help with. So you will have to contact the US support team about.
SC: I think if it was my account we wouldn't be having this issue.
SuperP: If it is not your account, why isn't the account holder contacting us?
SC: It's my bank account. Not my [game] account.
SuperP: To clarify: We cannot access US [game] accounts from here, it is not possible, they are entirely separate systems. Which is the reason we must refer you to contact the US support team.
SC: Let it be on record my memory is perfectly fine. AgentP told me that a few thousand times don't worry. What she hasn't told me is the answer to the unanswered question.
SuperP: Unfortunately, there is nothing further we can do from this location. You must contact US support.
[disconnected]
[new chat ticket opened]
SC: Hey [AgentP]. I'd like to speak to [SuperP] please.
AgentP: I can only give you the same information you already have. You do not wish me to repeat myself but there is nothing else I can say.
SC: Alright I utterly understand you I do. I know there is nothing more you can do. But there is still that theoretical question to be answered.
AgentP: I cannot assist you any further as I have stated countless times. Please contact US support. Any other complaints you may have you can always send to [e-mail address].
SC: I don't want to complain about you [AgentP]. You are nice enough to put up with me. [bingo!]
AgentP: In you last chat you requested I give you a contact address to complain to. I have met this request.
SC: No actually I asked if it was the correct email, thank you for confirming tho. It was merely a small threat to get your attention.
AgentP: I still cannot assist you any further though. Please contact US support. I cannot do much else, you need to contact US support.
SC: Yes I will do exactly that do not worry. But that doesn't answer my question does it? My theoretical question you are forbidden to answer.
AgentP: You can also try contacting your bank and get them to cancel the payment.
SC: So what is it that makes you forbidden to answer the question? Is someone breathing down your neck?
[disconnected, he must have a crappy connection]
[new chat ticket opened - where it gets mental]
SC: Hi [AgentC].
AgentC: Hello. How can I help?
[two minutes of dead air]
SC: Do you know [AgentP]? I think she is being held hostage. Agent [AgentP]. She is being held hostage by [SuperP]. Supervisor [SuperP].
AgentC: Can I help you?
SC: You need to rescue her can you do this important mission for me?
AgentC: If you have no pertinent questions, we will terminate the chat.</as-html>
SC: I think this is pretty pertinent.
[disconnected after 5 minutes of dead air]
[new chat ticket opened]
SC: I have a question.
AgentC: Yes, how can I help?
SC: It requires I speak to Supervisor [SuperP] can you patch him in? It would take too long to explain to you.
AgentC: We are all trained to deal with a wide range of enquiries. What can I help you with?
SC: Honestly only [SuperP] is equipped with prior knowledge of this situation.
AgentC: As explained to you previously, if you have no pertinent questions, we will again terminate the chat. Do you have anything I can help you with?
SC: Why are you so unhelpful? Is [SuperP] forcing you to deny me the request? Is he scared?
[disconnected amidst huge laughter]
[TWO MORE contacts in which he only wrote "I need to speak with [SuperP], is he forbidding you to help me?"]
I think he will be soon calling a 24/7 support centre in Canada.
Ordering pants.
A customer contacts us through our chat system as (he thinks) he has been overcharged; unfortunately he has an American account even though he lives in the UK, so he will need to contact our colleagues in the USA giving them his customer ID - which he could not remember and we couldn't find.
He didn't like this answer. So:
CAST OF CHARACTERS:
SC: a kid with too much time on his hands
AgentP: agent; female [it does indeed come into play]
SuperP: supervisor; my colleague and assistant
AgentC: agent; male but his name could be misinterpreted (it can be an abbreviation for both a male and a female name)
My notes in [brackets and italics]
All this happened via chat, mind.
Most of it is C&P'd from the log (with a lot of snipping, of course).
SC: You refused to give me the account ID [maybe via e-mail, as we never dealt with him in person; we don't give out account IDs via e-mail] so I asked that he create a support ticket for me with all the info needed so the US branch could get back to me when they read it.
SC: He also denied this. [yes, he will need to create the ticket with his details, which WE DO NOT HAVE]
AgentP: Did you contact the US ?
SC: They aren't open yet.
AgentP: Unfortunately you will need to wait until they are open: we have no access to US accounts [absolutely true]
SC: I simply wanted the account ID name so I could tell the US branch which account it was. [so you don't have the account name. Hm.]
SC: And they could fix it right away.
AgentP: Yeah but if you do not know any information about the account we cannot give you the ID
(blah blah blah)
AgentP: We cannot deal with US accounts at all
AgentP: We can't even see the ID
SC: Surely you can see the ID if he managed to find it.
AgentP: We can only really find some info, if you gave the other agent your card details he will have been told that - yes, the account active and that it belongs to a US account but our information is very limited. The EU support cannot see much about US accounts. [pretty much, if we search by account name we see a message saying that the account is a North American account. That's it]
End-user: And why is this?
End-user: Doesn't that seem stupid that you as part of [company] are locked off to half of the accounts?
AgentP: this is the Support for the EU and we are a very different department to the USA one. As we are different continents and at other parts of the world, it makes sense for us all to have different support centres.
SC: I just want my card to stop being charged I don't understand why I have to wait and contact a specific part of [company] to have this done.
SC: Regardless of where it is you should be able to do something about it.
AgentP: Unfortunately as it is a matter with the US you need to contact them, we can do nothing because we cannot see any information</as-html>
AgentP: we have no access to US accounts, we cannot cancel anything, change anything or even confirm who owns the account.
SC: Surely someone somewhere over there has access to it.
SC: You can't be entirely locked out, maybe you specifically are. [tinfoil hats on table 2 please]
AgentP: Unfortunately not- this is the reason we have a US support centre.
SC: And what if suddenly the US support centre came crumbling down? You are saying you'd be entirely incapable of resolving anything?
AgentP: If anything happened in the US then our head office in Japan would deal with it.
SC: Who is we, you are the customer support employees correct?
SC: Like I said surely someone higher up than you has access to it.
AgentP: I understand that but you need to contact US support
SC: So with 100% certainty you can tell me that absolutely no living soul in the EU center is capable of getting this info?
AgentP: Sorry, you need to contact US support
SC: That didn't answer my question. But in a way it did. Your reluctance to answer it with any certainty means that there is someone. Correct?
AgentP: no, noone can deal with it [100% correct]
SC: Suddenly you are someone else?
AgentP: I can say that with 100% certainty as the UK and the EU is not the US; the US deals with the US accounts. If you contacted the US about an EU account they would send you here
SC: Yes I am well aware, it's called convenience; let's say I can't contact the US then. Due to some restriction. What then?
AgentP: You should be ok, they use they exact same chat system
SC: So you are telling me [company] would continue to take my money without my consent?
AgentP: you can use the exact same system from 5pm GMT onwards
SC: Yes but IP routing is entirely different. Maybe I can't connect to US servers.
AgentP: if you are able to contact us through this chat then you can contact them
SC: You are on an EU server not a US one. So you are telling me <Company> would continue to take my money without my consent?
AgentP: I cannot offer you any further assistance. Please contact US support. I cannot continue this chat as I can no longer give a US account problem assistance. Your problem needs to be deal with by US support and we are the EU. I apologise for any inconvenience and wish you well when contacting the US support team.
SC: Why won't you answer my simple question?
AgentP: I apologise for any inconvenience; please contact the US support team.
SC: Okay, your supervisor will see you refused to answer my question.
SC: [e-mail address] is the email to report about agents. Am I wrong? [he is correct]
AgentP: Yes, it is. I have given you all the information that i can. You need to contact US support.
SC: It's a simple request. I said please.
AgentP: The answer is going to be the same as you really need to contact US support. I cannot help you any further.
SC: That isn't the answer to the question..
SC: You honestly think your supervisor would appreciate this behaviour?
SC: I am trying to remain patient.
AgentP: I cannot offer you any further assistance. Please contact US support. I cannot continue this chat as I can no longer give a US account problem assistance. Your problem needs to be deal with by US support and we are the EU . I apologise for any inconvenience and wish you well when contacting the US support team.
SC: [AgentP] please don't be like this. It's childish to repeat yourself. This is what 5 year olds do.
SuperP has joined the chat.
SuperP: Hello
SC: Yes hello.
[dead air]
SuperP: I'm afraid the agent has already explained the situation
SC: Yes but I asked her a simple question that she has not answered.
SuperP: Unfortunately, you will have to contact the US support team as we have no way to access US accounts. Which question exactly is it that you feel was unanswered?
SC: "So you are telling me <Company> would continue to take my money without my consent?" I posed the situation where I would be unable to contact US support and asked that. Are you telling me absolutely no one could help me in that scenario and my money would continue to be taken?
SuperP: So this is not an actual issue you have?
SC: Can you just answer the question? It's all I have asked. I have been patient and said please. Im not sure what more I need to do.
SuperP: You will have to and can contact the US support team though.
SC: I assumed the supervisor would be more willing.
SuperP: Arguing this point is not going to change this fact. Be more willing for what?
SC: Ignoring me isn't going to change the fact that my money is being taken without my consent.
SuperP: I cannot change the fact that we do not have access to US accounts. If we did have this access, we would have helped you by now.
SC: Yes I know but I posed a question, let's say its purely hypothetical so your answer would be purely hypothetical.
SuperP: But as you have been informed already, we cannot do this.
SC: Can you tell me your hypothetical response please?
SuperP: We are not here to answer hypothetical questions.
SC: Is that a law? Do you get fired if you do? Show me where it says you are not here to answer those questions?
SC: This is a very real issue. My real money is really missing from my real bank account that has really been taken by your real company.
SuperP: On your US account, which we cannot help with. So you will have to contact the US support team about.
SC: I think if it was my account we wouldn't be having this issue.
SuperP: If it is not your account, why isn't the account holder contacting us?
SC: It's my bank account. Not my [game] account.
SuperP: To clarify: We cannot access US [game] accounts from here, it is not possible, they are entirely separate systems. Which is the reason we must refer you to contact the US support team.
SC: Let it be on record my memory is perfectly fine. AgentP told me that a few thousand times don't worry. What she hasn't told me is the answer to the unanswered question.
SuperP: Unfortunately, there is nothing further we can do from this location. You must contact US support.
[disconnected]
[new chat ticket opened]
SC: Hey [AgentP]. I'd like to speak to [SuperP] please.
AgentP: I can only give you the same information you already have. You do not wish me to repeat myself but there is nothing else I can say.
SC: Alright I utterly understand you I do. I know there is nothing more you can do. But there is still that theoretical question to be answered.
AgentP: I cannot assist you any further as I have stated countless times. Please contact US support. Any other complaints you may have you can always send to [e-mail address].
SC: I don't want to complain about you [AgentP]. You are nice enough to put up with me. [bingo!]
AgentP: In you last chat you requested I give you a contact address to complain to. I have met this request.
SC: No actually I asked if it was the correct email, thank you for confirming tho. It was merely a small threat to get your attention.
AgentP: I still cannot assist you any further though. Please contact US support. I cannot do much else, you need to contact US support.
SC: Yes I will do exactly that do not worry. But that doesn't answer my question does it? My theoretical question you are forbidden to answer.
AgentP: You can also try contacting your bank and get them to cancel the payment.
SC: So what is it that makes you forbidden to answer the question? Is someone breathing down your neck?
[disconnected, he must have a crappy connection]
[new chat ticket opened - where it gets mental]
SC: Hi [AgentC].
AgentC: Hello. How can I help?
[two minutes of dead air]
SC: Do you know [AgentP]? I think she is being held hostage. Agent [AgentP]. She is being held hostage by [SuperP]. Supervisor [SuperP].
AgentC: Can I help you?
SC: You need to rescue her can you do this important mission for me?
AgentC: If you have no pertinent questions, we will terminate the chat.</as-html>
SC: I think this is pretty pertinent.
[disconnected after 5 minutes of dead air]
[new chat ticket opened]
SC: I have a question.
AgentC: Yes, how can I help?
SC: It requires I speak to Supervisor [SuperP] can you patch him in? It would take too long to explain to you.
AgentC: We are all trained to deal with a wide range of enquiries. What can I help you with?
SC: Honestly only [SuperP] is equipped with prior knowledge of this situation.
AgentC: As explained to you previously, if you have no pertinent questions, we will again terminate the chat. Do you have anything I can help you with?
SC: Why are you so unhelpful? Is [SuperP] forcing you to deny me the request? Is he scared?
[disconnected amidst huge laughter]
[TWO MORE contacts in which he only wrote "I need to speak with [SuperP], is he forbidding you to help me?"]
I think he will be soon calling a 24/7 support centre in Canada.
Ordering pants.
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