Don't bother purchasing products by SOE. Their Customer Service as well as their products are well below average.
Example of poor Customer Service:
Customer (_______ soe) 05/26/2008 12:38 PM
My account ID is ___________, my account was suspended per customer service for 7 days due to hacking. I do not hack and would like for my account to be unsuspended. If anyone at SOE would like to speak to me about this please feel free to email or call me, _____________. Thank you in advance, Jerry King.
Response (TSR _________.) 05/26/2008 12:53 PM
I am sorry but we do not discuss banned or suspended account in chats or emails. You will need to call our phone support. You can reach us at 858-537-0898, or 858-790-7827 for Star Wars Galaxies, and ask your questions there. Phone support hours are 10:00 AM to 7:00 PM PST, Monday to Friday.
Regards CSR _________
Customer (________ soe) 05/27/2008 12:08 PM
Hello CSR Ed R, I was advised to create a new station ID, come here and open up a ticket to appeal the suspension, which I did. If I'm in the wrong area please direct me to where I need to be.
Your instructions directed me back to the same people that sent me here.
Following your instructions, I called and was told they can not assist; to wait out my 7 day suspension. Knowing I didn't hack I asked the CSR what can I do on my end so that this doesn't happen again. The CSR said to un-install Planetside, then re-install. If this is a problem on SOE's end I shouldn't be suspended.
If you are unable to assist me further, could you please send this to your supervisor.
Best Regards, Jerry King.
Response (TSR _________) 05/27/2008 04:36 PM
You actually did end up in the wrong place. You want to click on the In Game Support button within the support section of the website, not Technical Support.
Sony Online Entertainment
Customer (__________ soe) 05/27/2008 05:46 PM
I'm disputing the hacking charge and ask that my account be restored. Thank you in advance, Jerry King.
Response (GM _________) 05/27/2008 06:10 PM
Greetings _________, this is GM ________.
I've received your inquiry regarding the recent disciplinary action taken on the other account "_______" and your concern that it was not warranted.
I have reviewed the documentation regarding the disciplinary action and have discovered you’re your account was banned for instances of using third party software. I have escalated your petition to a supervisor for further review. After your issue has been reviewed by a supervisor, you will receive a reply regarding your situation as soon as possible.
Sony Online Entertainment, LLC
Response (Lead GM ___________) 05/27/2008 06:17 PM
Hello, Lead GM ___________ here. Your account has been found to be using illegal software to alter gameplay. Your account will be released for play no sooner than midnight, June 1.
Customer (_________ soe) 05/28/2008 07:02 AM
Hello GM ________, thank you for your response. I do not use software to alter gameplay. The software(s) that may cause issues is McAfee, Ventrilo and/or Teamspeak, which always runs in the background. Also, __________ runs a high security program (_____)that causes my ping to reach 1500 or more but I log off whenever this occurs. I want to reslove this issue so if there is anything I can do or someone from your staff can do please let me know.
Again, thank you.
Response (Lead GM ___________) 05/28/2008 10:28 AM
Hello, Lead GM __________ here. Our logs indicate that this account has used illegal software on at least one occasion in the past week, while logged onto the Gemini server. These logs are very accurate, and respond only to specific anomalies in data. They do not react to lag, legitimate applications such as browser, chat, parsing, connection quality, or hardware configuration. Your assurance that you have not used any such software is noted, but based on the log evidence we have no choice but to let the suspension on your account run its course.
Customer (__________ soe) 05/28/2008 10:52 AM
GM ___________, my last response wasn't to lift the suspension but a request for assistance so this doesn't happen again. The system that is currently being used by SOE is flawed to say the least since I do know for a fact I do not use 3rd party software. I would rather clear up any problems that may be occuring between my computers' communication and SOEs server(s).
I've completely deleted my HD, retored my system using the Dell Resource CD.
Please advise, Jerry King.
Response (Lead GM ___________) 05/28/2008 11:01 AM
As I stated in my previous reply, none of the programs which you have listed would trip our logs. I am glad to know that you have gone to the length of reformatting your hard drive. Hopefully after your account is released, that will prevent any future problems of this sort.
Since I'm a paying customer I've sent my complaint to the FTC as well as the BBB. Hopefully SOE will let me know what is causing my "hacking" issue.