In need of a better AI customer service rep!
I have been using this company for years and for the most part, they have been fantastic. The issue I have right now, however, has raised my concerns about their shift to AI customer service. Not so long ago, they had a live chat feature that allowed you to resolve issues in minutes. It was fantastic. Now? You get an AI generated response that completely ignores the problem, and they have the audacity to send through an additional email at the exact same time that says their 'support rep' aka AI system has resolved your issue. When you write back to say the issue has not been resolved, you get ignored. So how do you resolve issues with this company? Well, right now, your guess is as good as mine. My issue, BTW is that my bank approved a payment to Offgamers for an order, but Offgamers flagged the order for verification. This was correctly done as I had input an old confirmation code from my bank, so the order should have been rejected immediately. Instead, the bank paid out, but after 30 minutes of verification, Offgamers rejected the order. Clearly, my bank is also to blame, but regardless, they have paid out for the order and I need Offgamers to give me my code, or better still, refund my payment. If anyone at Offgamers reads this, the cancelled order came between orders 38880832 and 38884077. I do not have a number because it was cancelled and disappeared from my history. EDIT As the Offgamers reply said, it was more a bank issue. I accept that, but as the money was paid to them, I feel that following up with them first made perfect sense. The issue that I raise in my review really talks about the degradation of customer service at this company, and I am still concerned about this as the only way I got a response from them (that was not uselessly generated by a terrible AI bot) was by writing a review on Trust Pilot, not by following the customer service channels on their site. I hope the people at Offgamers take that criticism on board and do something to improve that. Edit - May 7 So the five working days that Offgamers mentioned in their reply have come and gone with no sign of a refund. I got in touch with my bank and they had no idea what I was talking about, so now this has eroded into one of those he said she said situations. My bank did mention a few strange transactions with Offgamers of late in which they approved orders when funds were not in my account, and this made me think... The payment interface at Offgamers changed recently, and since that time, these issues have occurred. So now I am sure that this is an issue with the new payment management system that Offgamers is using, not my bank. I mean, if I input the wrong verification code for a payment, why did their system not stop the order at that time? And finally, how crazy is it that I have to edit my review on Trustpilot in order to get service because their support email address is run by an extremely unhelpful AI system. Please, someone at Offgamers, just make sure I get my money back! And for those reading this review, this is the level of service being provided to a member of this site who is supposed to be at the top membership tier of Platinum Plus. Anyway, all I can do is just sit here with my fingers crossed, I guess...