I've been hearing stories about Bioware's customer service being terrible, but I didn't pay them too much heed. Some people always complain about customer service, and anyway, I'm willing to cut the company some slack for being new at handling this particular beast. When my trooper was bugged out and I couldn't play, it would have been nice to receive some help, but I figured that they were probably swamped with tickets at the time - and hey, in the end I did figure out a way to solve the problem myself.
However, today's experience has me a little bit worried I have to admit. It wasn't even anything big - I just observed an inconsistency in a quest chain about three days ago, and submitted it as a bug report. Without spoiling anything, due to my choices the quest ended one way, but the follow-up I received in the mail talked about a different outcome that didn't match up. So I thought I'd be helpful and submit that as a bug report. I kept it fairly curt and just described the quest in question since I couldn't remember its name. My ticket was a total of three lines long and I expected them to just forward it to whoever handles these kinds of bugs and not respond to me at all.
However today, three days later, I received the following response:
I am Protocol Droid U3-F6 of Human-Cyborg Relations...
I have received your transmission regarding unscannable gathering nodes."
Wait, what? I tell you about a bug with a quest and you come back to me about unscannable gathering nodes? You couldn't even read three lines of text?
Since the message also included a request for more information, I wanted to give the guy the benefit of the doubt at first, thinking that maybe he had just copy and pasted the wrong "please provide more details" message, but when I tried to update the ticket with more details (courtesy of Torhead, which apparently has more information about the game than the average customer service rep), it just came back with an error message. Everything I had written just disappeared and I gave up.
At least the end of the message contained one of those "give us feedback about our service" links, which I followed and filled out. Sorry, U3-F6... I did give you full marks for politeness because I really can't fault you in that area, but everything else was a big fat negative. It's a real shame because I wasn't even expecting a response to a simple bug report, but if you do bother to reply, the very least you could do is talk about what I actually wrote instead of some random stuff about gathering nodes.