Here are some tips, rules and thoughts to make your customer support experience better, without even talking to a customer support representative:
1. The SOE knowledge base contains a plethora of information in various languages, that can assist you with simple answers to simple questions. Be sure and check there first before contacting support personnel. We are constantly anticipating what players will be asking, what players are asking, and what the top issues are and creating new articles every day.
2. Stop right now and change your password. Account security is your responsibility and as much as you trust your guild, friends, neighbor, raid leader, girl friend, boy friend, uncle’s-cousin’s-neighbor’s-dog, wife, husband, etc. remember that bad things happen to those that share their password and account information. Stop what you are doing right, take 2.5 minutes and change your password. Here is a link to help you make this happen. Also this day and age it is critical that you have installed on your computing a brand name virus and spyware checking program to assure the security and safety of your computer system and data.
3. One of the cool features for the SOE knowledge base is the ability to subscribe to articles so that when they are updated, you automatically get notified. You can do this at the bottom of each article by clicking on the “Notify Me by Email is this Answer is Updated” button. (Be sure you are logged into the system). Once subscribed each time the subject matter expert updates the article you will be notified. This is very useful for things like; “Top Known Issues”, “Scheduled Downtime” and many more.
4. Before reporting a “bad name” run it by the “Mom Rule”. The “Mom Rule” states that the name in question would not only need to truly offend your mom, but that she would understand the offensive nature of the name, and not need to Google it.
5. If you have cancelled your account, either online or by calling us. You can verify that it has been cancelled by logging into the “My Account” section on Station.com and check the “Subscriptions Info”.
6. Phone support is open Monday through Friday from 10 a.m. to 7 p.m. (excluding holidays). Phone support is only for technical and account issues, however when using this option for your method of communication remember that the phones will usually be busiest at 10 a.m. Save yourself some wait time (even though our hold music rocks!) and call around 2 p.m. That way not only is your wait time shorter, but the agents have just been fed and will be in a much more amiable mood. While your at it, tell them Brad sent you, it may or may not help.
Brad “Mutato” Wilcox
Executive Director of Global Customer Service
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