So yea, like Ellyidol said; whether it was the player's fault for allowing access to the GBank or not, the GMs throwing salt in the wound by replying like that is just unnecessary.

All they had to say was "I'm really sorry, we understand you're frustrated, but like I've said - there's nothing we can do to help..."

It would suck. And it would be a really bitter & jagged pill to swallow, but there's no need to give the guy a beaker of acid to wash that taste away with..

Quote: Crosbie on 05/30/2012, 05:39 AM

So yea, like Ellyidol said; whether it was the player's fault for allowing access to the GBank or not, the GMs throwing salt in the wound by replying like that is just unnecessary.

All they had to say was "I'm really sorry, we understand you're frustrated, but like I've said - there's nothing we can do to help..."

It would suck. And it would be a really bitter & jagged pill to swallow, but there's no need to give the guy a beaker of acid to wash that taste away with..

They did... I counted three times with the original GM and once with the new one before anything 'rude' was said. Then they repeated themselves after the 'do as you please'. It really should have ended right after GM Metatron first reply.

That's your best shot? What a joke.

I can not stress enough just how stupid this entire thread makes you look.

That's where you're wrong. They get PAID to listen and mediate customer issues, not aggrivate them. IT IS THEIR JOB. It doesn't matter if the customer is or is not giving them attitude. They can either politely eject themselves from the conversation or they can try to calm the situation.

Firstly, on topic.
I AM a member of thirsty who disagrees with Garbuk that it's GM responsibility to take care of this issue (unless they've done it for other guilds before in similar cases).

However, regardless of provocation or trolling, it is the job of a customer service representative to handle irate customers. You are trained for it, and hopefully patience is a quality for which your supervisor interviewed you before you get the job. There is absolutely no excuse for this breach of professionalism, it wouldn't matter if Garbuk had called him three kinds of racial slurs and threatened to have him fired directly. It's even EASIER to deal with these people over text based CS programs vs live or by phone because you have the option to take back what you say before you transmit it. There is NO EXCUSE for this kind of behavior from a professional company. However, nothing En Masse has produced thus far has projected strict professionalism, so it should be expected at this point.

Having worked CS, and knowing what kind of trouble that kind of attitude can get you in if the customer refuses to let it go, I admire the balls on the CS representative. If the company does give a damn about making money or its customers, he will be receiving a hefty reprimand. It falls upon CS at this point to issue Garbuk an apology before he takes this slight to more public forums like facebook or reddit.


Now off topic...

Quote: KonpakuYoumu on 05/30/2012, 05:32 AM

That's your best shot? What a joke.

I can not stress enough just how stupid this entire thread makes you look.

Given your response to every post in this thread it's obvious why you agree with this sham of a representation of customer service.

Enjoy your life of being perpetually fired(if you even plan to hold a job) because no one can stand your attitude.

That's my point. If they don't have the patience to deal with difficult customers who press them, then they shouldn't be in a customer facing job at all. By default, that is what their job is. If they don't want to do it, then they should quit.