This is my last email to your team in regards to asking about updates for my account suspension. I also be writing this letter as an open letter and it will be posted here (http://kilvear.blogspot.com/2015/08/being-customer-and-serving-customer.html) for people to read. I would hope that you forward this email to your manager or even better to your directors to read.
You can take your time with the investigation and I will just leave this email trail open to monitor how long the whole process takes.
Thank you to the Support team for reading this email.
Hi
I thought I just want to start by putting a face to the name. My name is Kelvin Thor. I am 35 this year. My day job is an IT support executive of branch company of a MNC. My daily work includes of course supporting users with their IT related problems. I also deal with provisioning of user accounts and their hardware.
Occasionally I will have projects coming like migrating user to new software, re-cabling works for older parts of the building. When I started this current job I was tasked with my colleague of setting up a new building including new servers, racks, cabling and even the new Audio visual equipments.
You could say I am just the IT guy. One that deals with almost all aspects of the IT in the company
Last week 13 Aug 2015, I got home and it felt like a long day.
Powered on my PC and had my dinner quickly. Tried logging on to PSO2 and I got an error message.
"You account has been suspended"
So I thought there was some mistake. I raised a ticket for this issue. There was an email reply quickly asking me for my details of my account which I quickly answered.
End of the next day I notice there was no response so I send another email asking if they required more prove that I own the account. And there was another quick reply saying they are already looking to it.
So goes 3 days which was Monday 17 Aug 2015 I sent another email regarding if there was updates on my account. There was a quick reply to let me know that they are still looking at it.
20th Aug 2015 I sent another email asking if there was any updates, as by now I was getting kind of impatient and wondering what is happening. I got feisty with the reply asking how patient I needed to be.
The reply came quickly as well stating they are expediting the investigation and there is no time frame to how long they will take.
At this point I am frustrated and tired. It seems to be I will never know if I even be getting my account back.
The whole situation looks like this in my perspective:
- My account is suspended for some unknown reason I can never know
- The investigation can take any time needed as long as they needed to
- My time based cash services are running down even though my account is suspended
- I have no recourse to all my money spent in the game (I guess time spent as well)
For some folks reading this, it be like "Oh its just a game you can do without it". That's true. Though I just want to at this point highlight what I am going through with an example below.
Imagine you bought a smartphone from a company. I will call it company Alpha here for easy reference.
One day the smartphone you bought from Alpha stopped working for without you dropping or bumping into it. "No biggie I will just send the phone back to the service and get it fixed".
Now your phone have been sent to the service center and the slip you received says they will contact you once they are done with the phone. For now you have to use normal cell phone and get through the time when your phone is at the service center. Though most of the time you feel that you would definitely preferred to have your smartphone with you.
1 week later not receiving any updates from the service center you decided to call the service center up in regards to the status of the phone.
"Oh we still need time to figure out what's wrong but we do not have a time frame how long this will take but we are working very hard to sort this out. Please be patient and we will contact you once the phone is done"
At this point, you logically would probably just stop waiting for the phone and get another smartphone and never get a phone from Alpha company again.
This is least for the smartphone you can get another one. I can't. I can't just up and say "I am going to Japan PSO2".
Second, legally from the agreement clause of PSO2 Asiasoft is allowed do what they want since I agreed to the agreement.
Hence above I stated I have no recourse to anything.
I like to end here with my last few points:
- From my position I have perspective from both sides of being a customer and serving a customer. I have seen things get ugly before in retail. I always remind myself not to antagonize service crew. It is not a well paying job and you get remanded for small mistakes often.
- Currently I am doing my best not to antagonize the support crew at the same time I feel like I am being punished for doing the right thing.
My main point is how long should a customer wait? how long can a customer wait? Is it better just to be transparent with the whole issue?
I would not know since I am not a manager or director in any capacity to make decisions.
I like to end here being just glad I wrote all this out. It at least helped me coped a little better by writing down what I have in my mind.
Thank you for your time in reading this.
Regards
Kelvin Thor
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