24 replies to this topic

[Abisha]

excellent customer service, keep this up
why post it, sometimes forums always share the "bad" negative news.
it's time for a little bright topic.

thanks PGI


GM XXXXXX
Jun 16 11:51
Hello Abisha,
I've swapped the selection for you, you will now receive the Warhawk rather than the Dire Wolf.
Cheers!
Regards,
GM XXXXXX
Customer Service Supervisor
Abisha
Jun 14 03:50
Greetings,
I noticed yesterday with the Test server i bought the wrong Mech,
i bought in Feb 23 a La Carte, but i bought a Dire Wolf, i wanted to buy a Warhawk.
can the buy still be switched??, it will make me quite happy if it's posable.
Kindly Regards,
Abisha.
PURCHASE INFORMATION: blah blah.

Edited by Abisha, 16 June 2014 - 10:14 AM.

[Solahma]

Warhawk!? lol

He simply assumed that you wanted the superior mech!

Edited by Solahma, 16 June 2014 - 09:10 AM.

[AlexEss]

Generally speaking you should not repost conversations with a CSR. Much rather send in a mail on the feedback email and tell them.

At least edit out the name of the rep in question.

Good to hear that thinsg worked out for you, in general any customer service will help you to the best of their ability. Unfortunatly very of then the customers wish and what the CSR can actually do and still keep their job does not match. =)

[Scratx]

I actually liked the little I ran of the Warhawk. Even with quad-ERPPC. It's quite usable, but runs hot like hell, yes.

Just don't get in a slugging match with a Dire Wolf head on and you'll do fine.

[Mordin Ashe]

You have a good taste in Mechs, Abisha! You will love the Warhawk. 70 kmph beast that has every quality of an Assault Mech.
+1 for the support, people like this help a lot when customer satisfaction comes to mind.

[Nicholas Carlyle]

Their support guys do a good job. It's one of those parts of PGI I don't have a major complaint about.

Now if they would answer my e-mail to switch my package I would be happy (teasing).

[Agent 0 Fortune]

Its funny I have had a number of interactions with GMs, but the only one I remember was when I realized I missed the signup for the faction tournament by 2 hours. I emailed support@mwomercs.com.

A GM did not touch my case for almost 3 full days, when I received a response Monday telling me to kick rocks, the tournament was over and they were closing the case, better luck next time.

Following that received an email to leave feedback on the case, which I was eager to do, but the case was closed and no feedback could be given.

Edited by Agent 0 Fortune, 16 June 2014 - 09:41 AM.

[RAM]

Swapping mechs is hardly indicative of IGP's quality of service...


RAM
ELH

[Xarian]

Well, that was easy.

Agent 0 Fortune, on 16 June 2014 - 09:39 AM, said:

Its funny I have had a number of interactions with GMs, but the only one I remember was when I realized I missed the signup for the faction tournament by 2 hours. I emailed support@mwomercs.com.

A GM did not touch my case for almost 3 full days, when I received a response Monday telling me to kick rocks, the tournament was over and they were closing the case, better luck next time.

Following that received an email to leave feedback on the case, which I was eager to do, but the case was closed and no feedback could be given.

AFAIK no staff works on the weekends, and tournaments are always on weekends, aren't they?

[Abisha]

RAM, on 16 June 2014 - 09:40 AM, said:

Swapping mechs is hardly indicative of IGP's quality of service...


RAM
ELH

well mostly all bought are final.
meaning also online mate, this is excellent service.

try switching on steam, see how they react.

[darkchylde]

Abisha was swayed by the Warhawks wiggle

[Koniks]

The GMs provide excellent customer service. It would be nice if there were easier purchase management tools available in the first place. It also sounds like the GMs could use better purchase management tools on the back end. The current system seems to treat each clan purchase as a single item so an entire transaction has to be refunded. So, e.g. for a la carte, you're basically creating your own package that gets discounted as a whole, rather than buying individual items that get discounted separately. Likewise, each clan package is a single package with one discount, rather than a group of packages that each get discounted.

[NextGame]

I've heard and experienced nothing other than good things about MWO's customer service

[RAM]

Abisha, on 16 June 2014 - 09:49 AM, said:

well mostly all bought are final.
meaning also online mate, this is excellent service.

Laugh, no. Not in any Western country at least.

Again, no and no. You can refund your purchase until it is injected and then you could just purchase the mech you wanted; swapping it for you is thus no big deal and an easy fix for them.


RAM
ELH

[Koniks]

RAM, on 16 June 2014 - 11:08 AM, said:

Laugh, no. Not in any Western country at least.

Again, no and no. You can refund your purchase until it is injected and then you could just purchase the mech you wanted; swapping it for you is thus no big deal and an easy fix for them.


RAM
ELH

The ToS are that purchases are as-is and non-refundable.

[Livewyr]

Wish I could do that with the SCR vs the Nova. But I bought the SCR some time ago, and tested it only yesterday in the PTS- would be difficult to make a "I actually meant to get this" case.

Good for you though, I am glad they could help you.

[EgoSlayer]

Mizeur, on 16 June 2014 - 11:09 AM, said:

The ToS are that purchases are as-is and non-refundable.

Not true - undelivered content can be refunded as long as any bonus items (e.g. premium time) haven't been consumed because you haven't received the goods. Once the clan packs are delivered content it will be a different story.

[Agent 0 Fortune]

Xarian, on 16 June 2014 - 09:41 AM, said:

Well, that was easy.
AFAIK no staff works on the weekends, and tournaments are always on weekends, aren't they?

It seems like if you are running a business (I mean tournament) that is only open on the weekends, that you would staff a couple of customer services people during that time.

But that isn't even the point. I may have had 20 positive experiences before that, but it only took 1 bad customer service incident to sour my view of PGIs customer service team.

[KGB GRU]

Nice to see a success post for customer service but yeah usually not good to post this stuff. Anyway Cheers and enjoy.

[Koniks]

EgoSlayer, on 16 June 2014 - 11:13 AM, said:

Not true - undelivered content can be refunded as long as any bonus items (e.g. premium time) haven't been consumed because you haven't received the goods. Once the clan packs are delivered content it will be a different story.

The Terms of Service you agreed to are that all purchases are paid up front and are non-refundable. Link: https://mwomercs.com/terms

Section 13.2

• All fees and other charges are payable in advance and are non-refundable. We may, from time to time and without prior notice, modify, amend, or supplement our fees and billing methods, provided that such changes are made to this Agreement or elsewhere on the Website. All such modifications, amendments or supplements will be effective immediately upon posting to the Website. If any change is unacceptable to you, you may cancel your Account at any time, but we will not refund any fees that may have accrued to your Account before such cancellation, and we will not prorate fees for any charges.

They are not obligated to issue refunds or make changes, though they may do so at their discretion.