Forums - Gaming Discussion - Nintendo and MS take care of their users, Sony not so much.

At the height of the controversy over Mass Effect 3's ending, fans on forums claimed to be filing complaints about developer BioWare with the Federal Trade Commission and Better Business Bureau.

The FTC required a Freedom of Information Act request be filed before it could disclose the nature of any complaints against a company. Having spent months on previous FOIA requests only to wind up with heavily redacted nonsense for the flimsiest of reasons, we turned to the Better Business Bureau. One representative told us that no complaints about Mass Effect 3 had been filed with publisher Electronic Arts. However, a Canadian representative confirmed that "a couple" had been received in regard to the game's Edmonton-based developer.

BioWare has since said it is addressing the complaints with "new content initiatives" next month, likely appeasing the outstanding complaints and (with luck) bringing the entire saga to an acceptable resolution. But not all gamers' BBB complaints have happy endings. GameSpot compiled BBB data on a number of the industry's biggest publishers, and found a massive disparity in the number of customer complaints each has to deal with (as well as how they deal with them).

A breakdown of various gaming company's Better Business Bureau complaints over the past three years.

No gaming company we looked at ticked off more customers in the last three years than one that didn't even exist three years ago. Since 2009, the BBB has received 1,857 complaints about social gaming giant Zynga (which only adopted that name in November of 2010). The BBB worked with the company and its customers to address most of those users' issues, but nearly 20 percent of them were still ultimately unsatisfied with Zynga's resolution. Those numbers were good enough for the company to earn an A rating from the BBB.

Among the console makers, Microsoft drew the most ire from consumers, drawing 1,510 complaints in the last few years. But it also garnered an A+ rating from the BBB in light of its massive customer base and relatively small 16.4 percent of complaints that were not resolved to the customer's satisfaction. However, it's worth noting that's for the entirety of Microsoft--from Windows Phones and Xbox 360s to productivity software and servers--whereas Sony's PlayStation division is counted separately by the BBB. As such, Sony Computer Entertainment on its own only drew 1,314 complaints to the BBB in three years, but with 455 of them leaving customers unsatisfied and another 51 getting no response from the company at all, SCE drew an F rating from the Bureau. Nintendo was far and away the best of the big three when it came to customer complaints, as the Mario maker drew just 53 complaints in three years, and resolved all but three of them to the customers' satisfaction.

A breakdown of various gaming company's Better Business Bureau complaints over the past three years.

Completely ignoring complaints seems to be the easiest path to a failing grade, as even companies like Sega and Namco Bandai, with 10 or fewer complaints in the last three years, were given an F. Sega had not responded to eight of its 10 complaints, while Namco Bandai ignored two of its seven. BioWare and THQ were the only other game companies we looked at listed as not responding to some complaints, and each received an F rating.

If one were to judge the companies not by the number of complaints but by the percentage of them happily resolved, Blizzard Entertainment can easily boast the best customer satisfaction rate. With only 20 customers left unsatisfied from a pool of 1,264, the World of Warcraft publisher addressed more than 98 percent of the complaints levied against it. (This might change soon, considering a recent push to log BBB complaints against Blizzard over promises the developer made with its World of Warcraft Annual Pass regarding beta access to the Mists of Pandaria expansion.) Other publishers with unsatisfied customer rates in the single digits include Activision (6.7 percent), Sony Online Entertainment (5.2 percent), and Nintendo of America (5.7 percent).

 

Link: http://www.gamespot.com/features/which-publishers-have-the-most-customer-complaints-6367495/



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I dont get it. We get posts threads like Sony takes care of their gamers more than others.

Poker Face*



Yay!!!

Wh1pL4shL1ve_007 said:
I dont get it. We get posts threads like Sony takes care of their gamers more than others.

Poker Face*


Vocal Minority? 

*TrollFace



PS One/2/p/3slim/Vita owner. I survived the Apocalyps3/Collaps3 and all I got was this lousy signature.


Xbox One: What are you doing Dave?

51 unresolved complains about anything regarding the last guardian.

xD



I'm a Foreigner, and as such, i am grateful for everyone pointing out any mistakes in my english posted above - only this way i'll be able to improve. thank you!

Wow that is enlightening must say it is pretty accurate Nintendo has the best customer service I have ever experienced with a company. Microsoft is standard their products are not the best but they still had average customer service. Sony on the other hand had terrible customer service the last time I dealt with them. I have yet to have to deal with any third party developer or publisher so I can't comment at all on their customer service.

Though its the exact opposite when it comes to trying to get e-interviews and interviews and tours etc..etc.. Sony is the best of the three when it comes to treating the press. Its so easy to get a contact. Microsoft is the second best and easiest to get hold of as press. Nintendo is a disaster they don't grant you any interviews or comments unless your huge established media you have to hunt down PR reps at events if possible.

Its really weird that way!



-JC7

"In God We Trust - In Games We Play " - Joel Reimer

 

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One thing to consider here is that the only thing measured is dissatisfied customers reporting. Anyone who was not dissatisfied (or unaware of the BBB) is simply taken out of the equation. So customers who are highly satisfied, mildly satisfied, borderline satisfied, or unable or unaware of the reporting system regardless of satisfaction are voiceless. That makes the headline obviously inaccurate. At best you can say that customers who were dissatisfied and knew of the BBB's policy (a small group to begin with) felt like their concerns were being ignored... which doesn't amount to much. This is a measure of thousands of complaints against millions of users who have no complaints or no knowledge of how to register them. A useless statistic, really.

*Note: I say this as a Nintendo fan who expected them to score pretty damn well, because every bit of evidence I've encounted say that's how they operate.  They did do well, their competition doing less well (or better, perhpas) doesn't mean a whole lot over all though.



You do not have the right to never be offended.

ChichiriMuyo said:

One thing to consider here is that the only thing measured is dissatisfied customers reporting. Anyone who was not dissatisfied (or unaware of the BBB) is simply taken out of the equation. So customers who are highly satisfied, mildly satisfied, borderline satisfied, or unable or unaware of the reporting system regardless of satisfaction are voiceless. That makes the headline obviously inaccurate. At best you can say that customers who were dissatisfied and knew of the BBB's policy (a small group to begin with) felt like their concerns were being ignored... which doesn't amount to much. This is a measure of thousands of complaints against millions of users who have no complaints or no knowledge of how to register them. A useless statistic, really.

*Note: I say this as a Nintendo fan who expected them to score pretty damn well, because every bit of evidence I've encounted say that's how they operate.  They did do well, their competition doing less well (or better, perhpas) doesn't mean a whole lot over all though.

Don't try to spin this, everyone knows Sony sucks!! :D



PS One/2/p/3slim/Vita owner. I survived the Apocalyps3/Collaps3 and all I got was this lousy signature.


Xbox One: What are you doing Dave?

Ha. Would you look at that



 

 

Sony has the worst costumer service from the three. I must totally agree with that since i have a PS3 and a PS Vita and owned all Sony consoels before.

But in the end Sony gives me the best singleplayer experiences ( Uncharted, God of War to name a few)
So i can deal with it.



Unfortunately, I have to agree with this for now. I cannot fund my PSN account via credit card because of error 80023102 for about three weeks. On the official PS forums I've met people who have this error more than half a year. So... nor I don't know what to do, neither they.

Also Crytek has terrible MyCrisis.com service. My account there just ain't work at all. Hate is the best word to describe it.