tried to contact SoE support

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Archived from groups: alt.games.starwarsgalaxies (More info?)

Hi,

Has any of you ever tried to contact SoE support with success ? I have
been trying for the past 4 days - when sending e-mail there is no response,
when filling out the online support form there is no response, when trying
to establish live-chat support it just says (after having been in que for 10
minuts)
that there is no agent availible.

I need to get in touch with them, cauz the SWG box product I have bought
has an invalid key - it says it's allready in use by another account - and
the
box is brand new.

Any hints on how to get in touch with their support is welcome.

Leif
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

"Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
> I need to get in touch with them, cauz the SWG box product I have
bought
> has an invalid key - it says it's allready in use by another account -
and
> the
> box is brand new.
>
> Any hints on how to get in touch with their support is welcome.

There is an announcement about bad keys on the Forums...

--- Start Quote ---
Working closely with our partners at Lucas Arts LLC, we have identified
an issue where a batch of Star Wars Galaxies©: An Empire Divided®
activation keys were erroneously duplicated by the fulfillment house
packaging the product and shipped in sealed retail units. The duplicate
key when entered by the second person using it to activate an account
will receive a message stating that the key is already in use. If you
have recently purchased a retail unit and received the error message
stating the key was already used, please contact Sony Online
Entertainmentâ?Ts live customer support via telephone or through our
live web chat for a replacement key. You can contact our live support by
telephone at 858-790-STAR between the hours of 9:00am and 6:00pm PDT.
You can also contact our live support via the web by following these
instructions:

The current live chat service can be reached through
http://www.station.sony.com/en/instantchat.jsp

Please have your account information and your purchase receipt ready
when you contact us. A support representative will verify and provide a
replacement activation key.

We apologize for the inconvenience this has caused some of our
customers.

Kurt "Thunderheart" Stangl
--- End Quote ---

Ouch. Since you said you already tried the live chat, your only other
option looks to be like telephone. Knowing the international rates, you
might want to look at the live chat again.

You might want to check your browser to make sure Java is enabled,
cookies are enabled, and there isn't any firewall issues.

Good luck 🙁

- Oalan
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

>
> We apologize for the inconvenience this has caused some of our
> customers.
>
> Kurt "Thunderheart" Stangl
> --- End Quote ---
>
> Ouch. Since you said you already tried the live chat, your only other
> option looks to be like telephone. Knowing the international rates, you
> might want to look at the live chat again.
>
> You might want to check your browser to make sure Java is enabled,
> cookies are enabled, and there isn't any firewall issues.
>
> Good luck 🙁
>
> - Oalan
>
>

God do I feel for this poor guy. 🙁

Laura
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

I found this on the SWG web site, but it sounds like you have already tried
most of this.

Important notice for our customers regarding Activation Keys

Working closely with our partners at Lucas Arts LLC, we have identified an
issue where a batch of Star Wars Galaxies©: An Empire Divided® activation
keys were erroneously duplicated by the fulfillment house packaging the
product and shipped in sealed retail units. The duplicate key when entered
by the second person using it to activate an account will receive a message
stating that the key is already in use. If you have recently purchased a
retail unit and received the error message stating the key was already used,
please contact Sony Online Entertainment's live customer support via
telephone or through our live web chat for a replacement key. You can
contact our live support by telephone at 858-790-STAR between the hours of
9:00am and 6:00pm PDT. You can also contact our live support via the web by
following these instructions:

The current live chat service can be reached through
http://www.station.sony.com/en/instantchat.jsp

Please have your account information and your purchase receipt ready when
you contact us. A support representative will verify and provide a
replacement activation key.

We apologize for the inconvenience this has caused some of our customers.


"Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
> Hi,
>
> Has any of you ever tried to contact SoE support with success ? I have
> been trying for the past 4 days - when sending e-mail there is no
response,
> when filling out the online support form there is no response, when trying
> to establish live-chat support it just says (after having been in que for
10
> minuts)
> that there is no agent availible.
>
> I need to get in touch with them, cauz the SWG box product I have bought
> has an invalid key - it says it's allready in use by another account - and
> the
> box is brand new.
>
> Any hints on how to get in touch with their support is welcome.
>
> Leif
>
>
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

"Laura" <lauraandpat@cox.net> wrote in message
news:SQ9Oc.1275$Jo1.842@lakeread01...
> >
> > We apologize for the inconvenience this has caused some of our
> > customers.
> >
> > Kurt "Thunderheart" Stangl
> > --- End Quote ---
> >
> > Ouch. Since you said you already tried the live chat, your only
other
> > option looks to be like telephone. Knowing the international rates,
you
> > might want to look at the live chat again.
> >
> > You might want to check your browser to make sure Java is enabled,
> > cookies are enabled, and there isn't any firewall issues.
> >
> > Good luck 🙁
>
> God do I feel for this poor guy. 🙁
>
> Laura

I agree, it is terrible. This is really a poor first contact with the
game. I guess it is kind of a 'hardening' process to get use to dealing
with the CSRs in-game though 😉

Leif, let us know how things go. I'll try to get the goofy web-browser
chat working tonight and if it takes anything special, I'll let you
know.

- Oalan
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

hope you see this, i would take it back to store and ask for another
software package. be a little aggressive about it. same thing happened to me
when i purchased my second software package.



"Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
> Hi,
>
> Has any of you ever tried to contact SoE support with success ? I have
> been trying for the past 4 days - when sending e-mail there is no
response,
> when filling out the online support form there is no response, when trying
> to establish live-chat support it just says (after having been in que for
10
> minuts)
> that there is no agent availible.
>
> I need to get in touch with them, cauz the SWG box product I have bought
> has an invalid key - it says it's allready in use by another account - and
> the
> box is brand new.
>
> Any hints on how to get in touch with their support is welcome.
>
> Leif
>
>
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

Rumor has it, "Gilbert A Garza" <ggarza@woh.rr.com> wrote in message
news:lblOc.4784$Bc6.3077@fe1.columbus.rr.com...
> hope you see this, i would take it back to store and ask for another
> software package. be a little aggressive about it. same thing happened to
me
> when i purchased my second software package.

<boggles>

That's a hard statement to fathom. Obviously you've never worked retail
before. Retail stores that sell computer software are instructed never to
take back opened packages, especially online games that utilize a keycode to
activate. With all of the abuse out there (so much it would amaze you), the
store selling the product is not able to return any defective or opened
merchandise, and therefore have to take the costly hit. If it's the
manufacturer's fault, and they attest to it, you should contact the
manufacturer. Being "a little aggressive" to an employee who works in a
store such as this is only causing grief, and major grief at that...

Off my soapbox now...that just hit a nerve...

Ryan
>
>
>
> "Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
> news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
> > Hi,
> >
> > Has any of you ever tried to contact SoE support with success ? I have
> > been trying for the past 4 days - when sending e-mail there is no
> response,
> > when filling out the online support form there is no response, when
trying
> > to establish live-chat support it just says (after having been in que
for
> 10
> > minuts)
> > that there is no agent availible.
> >
> > I need to get in touch with them, cauz the SWG box product I have bought
> > has an invalid key - it says it's allready in use by another account -
and
> > the
> > box is brand new.
> >
> > Any hints on how to get in touch with their support is welcome.
> >
> > Leif
> >
> >
>
>
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

On Thu, 29 Jul 2004 12:17:39 +0200, "Leif"
<leif_SNABELA_advicecom_PKT_dk> wrote:

>Hi,
>
>Has any of you ever tried to contact SoE support with success ? I have
>been trying for the past 4 days - when sending e-mail there is no response,
>when filling out the online support form there is no response, when trying
>to establish live-chat support it just says (after having been in que for 10
>minuts)
>that there is no agent availible.
>
>I need to get in touch with them, cauz the SWG box product I have bought
>has an invalid key - it says it's allready in use by another account - and
>the
>box is brand new.
>
>Any hints on how to get in touch with their support is welcome.
>
>Leif
>

If you purchased though a retail outlet return the box and tell them
it has a bad key. They should replace it.
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

Actually this happened to me, and I was told to take it back to the
store and return it. The store had no problems considering you are just
replacing the same product.

Gilbert A Garza wrote:
> hope you see this, i would take it back to store and ask for another
> software package. be a little aggressive about it. same thing happened to me
> when i purchased my second software package.
>
>
>
> "Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
> news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
>
>>Hi,
>>
>>Has any of you ever tried to contact SoE support with success ? I have
>>been trying for the past 4 days - when sending e-mail there is no
>
> response,
>
>>when filling out the online support form there is no response, when trying
>>to establish live-chat support it just says (after having been in que for
>
> 10
>
>>minuts)
>>that there is no agent availible.
>>
>>I need to get in touch with them, cauz the SWG box product I have bought
>>has an invalid key - it says it's allready in use by another account - and
>>the
>>box is brand new.
>>
>>Any hints on how to get in touch with their support is welcome.
>>
>>Leif
>>
>>
>
>
>
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

"Gilbert A Garza" <ggarza@woh.rr.com> skrev i en meddelelse
news:lblOc.4784$Bc6.3077@fe1.columbus.rr.com...
> hope you see this, i would take it back to store and ask for another
> software package. be a little aggressive about it. same thing happened to
me
> when i purchased my second software package.
>
>
>
> "Leif" <leif_SNABELA_advicecom_PKT_dk> wrote in message
> news:4108cec4$0$257$edfadb0f@dread11.news.tele.dk...
> > Hi,
> >
> > Has any of you ever tried to contact SoE support with success ? I have
> > been trying for the past 4 days - when sending e-mail there is no
> response,
> > when filling out the online support form there is no response, when
trying
> > to establish live-chat support it just says (after having been in que
for
> 10
> > minuts)
> > that there is no agent availible.
> >
> > I need to get in touch with them, cauz the SWG box product I have bought
> > has an invalid key - it says it's allready in use by another account -
and
> > the
> > box is brand new.
> >
> > Any hints on how to get in touch with their support is welcome.

I finaly had success with getting through to SoE last night - it turned out
that
to access their live chat you had to use a completely different link than
the one
on their web-page. Got it from their support manager who answered in a forum
on my little angry post :) This has been the hardest support case I have
ever had.

Thanks for all the replies.

Leif
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

Share the info plz, tell us which is the bad and the working link ?
Tks
"<snip>> I finaly had success with getting through to SoE last night - it
turned out
> that
> to access their live chat you had to use a completely different link than
> the one
> on their web-page. Got it from their support manager who answered in a
forum
> on my little angry post :) This has been the hardest support case I have
> ever had.
>
> Thanks for all the replies.
>
> Leif
>
>
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

"dak" <kpec090981@hotmail.com> skrev i en meddelelse
news:XcsOc.40200$vO1.200059@nnrp1.uunet.ca...
> Share the info plz, tell us which is the bad and the working link ?
> Tks
> "<snip>> I finaly had success with getting through to SoE last night - it
> turned out
> > that
> > to access their live chat you had to use a completely different link
than
> > the one
> > on their web-page. Got it from their support manager who answered in a
> forum
> > on my little angry post :) This has been the hardest support case I
have
> > ever had.
> >
> > Thanks for all the replies.
> >
> > Leif

This is the "bad" one from their own homepage:
http://starwarsgalaxies.station.sony.com/content.jsp?page=Contact%20Us
When going through with "online form" and "live" nothing happens

This is the "good" one refered to in their forum:
https://login.station.sony.com/login/station/login.jsp?returnURL=http://www.station.sony.com/en/instantchat.jsp&ic=1

Leif
 
Archived from groups: alt.games.starwarsgalaxies (More info?)

On Thu, 29 Jul 2004 12:17:39 +0200, "Leif"
<leif_SNABELA_advicecom_PKT_dk> wrote:

>Hi,
>
>Has any of you ever tried to contact SoE support with success ? I have
>been trying for the past 4 days - when sending e-mail there is no response,
>when filling out the online support form there is no response, when trying
>to establish live-chat support it just says (after having been in que for 10
>minuts)
>that there is no agent availible.
>
>I need to get in touch with them, cauz the SWG box product I have bought
>has an invalid key - it says it's allready in use by another account - and
>the
>box is brand new.
>
>Any hints on how to get in touch with their support is welcome.
>
>Leif
>


send a mail to beconomy@soe.sony.com Although he can't fix every
problem, he might be able to point you in the right direction.
 
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