Here's the latest crock of lies from the Saga support staff:
On Wed, Dec 3, 2008 at 5:12 PM, SAGA Support <support@playsaga.com> wrote:
Dear SAGA Player,
We wanted to write to you to clarify our answer in the previous mail we sent.
Our understanding was that the core issue of the mail was that you wanted
to transfer the Account to someone else, which is not allowed.
Upon further forum posts, PMs received by Administrators, etc, we
feel the need to explain that we in no way meant to seem callous or uncaring;
the intent was to answer the question "Can you help me transfer my account?",
which of course we cannot, and the reason for this was given.
We did, however, as a result of your mail, ask the Engineering department if
we could instead simply change which Nation that pointer referenced, thereby
changing ownership of your Guild, which we found was possible.
Before we could write you back about this, it seems that things got a bit out
of control, and we can't help but feel a little responsible as we failed to inform you
that we were seeking another way to help resolve your Guild Leadership issue, separate
of the request for assistance in transferring account access.
From what I have been informed, Brad has manually changed the leadership of your
Guild for you.
If this is not the case, please let us know and we'll see that this is done.
Again, please accept our apologies for the misunderstanding, and let us know
if there is anything else we can do to assist you in the future.
Yeah right... like I'm really going to believe they were actually doing anything about it before I caused a fuss on their forums. I'm not
that gullible.
Here's my reply:
I was well aware that giving the account to another player violates the TOS. If you would have read my email more carefully and reviewed my support history, you would have realized that I asked you people if I could transfer guild master to another account months ago and you told me it was not possible. So the only option I had was to ask your permission for a special circumstance. I could have just asked you to change my password without mentioning the other stuff and given the account to my friend behind your back and you probably would have been none the wiser. I decided to go the honest route and inform you of the situation. You could have granted a special circumstance given the situation and since I had your permission to do so, it would have no longer been in violation of your TOS. But no... all I get is "I cannot comply with your request".
Now you're telling me that it's been possible all along and it took me causing a fuss on the forums before you would be bothered with communicating with your "Engineering department" about it? I'm sorry, but in my eyes, that level of customer support is simply unnacceptable. I'm glad that I never paid for the game or purchased any boosters because if I had, I would be asking for a refund right now.
I've played and alpha/beta tested hundreds of games in the past. Many people rely on my recommendations to provide them with an enjoyable gaming experience. I was once a loyal fan and I convinced quite a few people to purchase your game so they could enjoy it with me. I thought this game had lots of potential and was bound to be the next big thing in RTS gaming. Now that I have good knowledge of how disorganized your company is, I am regretting doing all that. I feel like I gave all of those people bad advice and that reflects negatively on my judgment and reputation.
I was even going to offer your products to my customers when I open my computer store next month which would have potentially generated thousands of dollars in revenue for your company. Thank goodness I won't be going through with that. I can't risk selling a product that I know to be poorly designed and supported. Now I will have a very hard time recommending your game to anyone. In fact, I'll probably be discouraging people from buying your game every chance I get.
I hope that you have at least learned from this whole situation and in the future, you will be more willing to communicate with other departments and think of alternate solutions before telling the customer that there is nothing you can do to resolve their problem. Where there's a will, there's a way. As a customer support representative, it is your job to provide the will to resolve the problems of your customers - not to tell them there's nothing you can do about it.
Until next time...
