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G2A support

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May 29th, 2017
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  1. Start Time: 05/29/2017 10:31:49
  2. End Time: 05/29/2017 10:51:02
  3. Operators: Sven K.
  4.  
  5.  
  6. Transcripts:
  7. Operator Sven K. has joined the chat.
  8. [10:31:49] Sven K.: Hello Hugo. Welcome to G2A Digital Marketplace Customer Support. We can speak in English or German feel free to choose. My name is Sven and I will assist you today. How are you? Hallo Hugo. Willkommen bei dem Kundenservice von G2A digital Marketplace. Wir können auf Englisch oder Deutsch sprechen, was ist Ihnen lieber? Ich heiße Sven. Wie geht es Ihnen?
  9. [10:31:59] Hugo: Good day Sve
  10. [10:32:01] Hugo: Sven.
  11. [10:32:20] Sven K.: Hello Hugo :)
  12. [10:32:32] Hugo: This is the second time talking to you, actually.
  13. [10:32:57] Hugo: I can't remember exactly why.
  14. [10:33:23] Hugo: Anyway, I just used live chat, and was connected to someone that didn't help at all, To be honest.
  15. [10:33:49] Hugo: Can you please explain the reason why I would want to pay for G2A shield?
  16. [10:34:30] Sven K.: In some Cases we need to provide our customer sto the RC and the key will be check seperetly by seller
  17. [10:34:42] Sven K.: After this it will be made a decision to replace the key or refund
  18. [10:35:27] Hugo: Can you please explain why this case is one of those cases?
  19. [10:36:15] Sven K.: this decision was made from the operator before and i need to follow it
  20. [10:36:16] Hugo: And how often do you get cases where a second key is also not valid? I read on a thread that I should stay away from G2A and after the first invalid purchase I guess I should just have taken it as a sign...
  21. [10:36:33] Sven K.: But the RC is the same solvings as here in Livechat
  22. [10:36:48] Sven K.: No difference
  23. [10:37:06] Sven K.: If seller decide for refund then the mone will go straight back to your bank account without nay lock :)
  24. [10:37:45] Hugo: I understand that the end result will most possibly be the same result, but what bothers me is that I am paying for G2A shield. So obviously I'm not expecting to be sent to the seller for help.
  25. [10:37:54] Hugo: That's taking money for nothing
  26. [10:38:08] Sven K.: Remember Shield is a extra Service to have acces into livechat
  27. [10:38:12] Sven K.: and many other benefits
  28. [10:38:47] Hugo: And live chat is meant for professional assistance. Not being told to go to the seller.
  29. [10:38:57] Hugo: Don't get me wrong. I'm not mad at you, spesifically
  30. [10:39:40] Sven K.: I got you Hugo i just can follow the work process before you know.
  31. [10:40:03] Hugo: I already sent a report to the seller. The reason I'm in this chat is because I don't understand why I'm paying for something that, I honestly believe, should already be a standard through the site
  32. [10:41:11] Hugo: It feels like a easy way for the site to make some extra money for something that 100's of other sites offer free, as a courtesy to their supporters.
  33. [10:41:43] Sven K.: Remember its not neccessary to be shield extra you can always make a Ticket for seller
  34. [10:41:58] Sven K.: G2A Shield is just a extra Service with some benefits and faster problem solving
  35. [10:42:40] Hugo: But the problem solving is exactly the same without. As I'm being sent to the seller anyway.
  36. [10:43:01] Sven K.: But with a much faster response from seller :)
  37. [10:43:12] Sven K.: without shield the seller process would take 2 weeks with shield only 5 days :)
  38. [10:43:34] Hugo: The 1 and only reason I buy the shield as extra is because I expect better support. And that's how it's being advertised as well.
  39. [10:43:45] Hugo: Is there any place where the benefits of shield members is listed?
  40. [10:43:54] Sven K.: Yeah instant help via Livechat with a solution
  41. [10:43:58] Sven K.: yeah one second
  42. [10:44:17] Sven K.: https://shield.g2a.com/
  43.  
  44. [10:44:27] Hugo: "Yeah instant help via Livechat with a solution"
  45. [10:44:37] Hugo: I don't see this to be true tho
  46. [10:44:46] Sven K.: Yeah and the solution here is to contact the seller and get a response until 5 days
  47. [10:44:52] Hugo: As the solution is a redirection to the seller
  48. [10:45:20] Sven K.: Yeah but with a much shorter response time as without g2a shield
  49. [10:45:54] Hugo: "Get your problem solved by our Support Team the first time you contact us."
  50. [10:46:10] Hugo: Which contradicts what you just said.
  51. [10:46:54] Sven K.: but it means hwo to solve it instantly. I mean you got directed to contact the seller so thats was from our site the instant help
  52. [10:47:56] Hugo: Oh, so support just have to say, "Please contact the seller", and boom. The site just made an extra few dollars that they don't deserve?
  53. [10:48:27] Sven K.: No, it means that some cases need to be solve via Resolution Center by Seller
  54. [10:50:20] Hugo: I'm sorry, but this is all rather stupid. I'll finish up contacting the seller personally, but I won't be using this site again.
  55. [10:50:41] Hugo: Thanks for your time, sir. Have a good day .
  56. The transcript will be sent to "removed for privacy reasons".
  57.  
  58. The visitor has left the chat.
  59. The chat is ended. (10:51:02)
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