We sincerely apologize that these players didn’t receive the high quality experience they deserve, and we have taken steps to remedy this immediately."
#ROCKSTAR CUSTOMER SUPPORT PC#
We have added a large number of new staff to help with the launch of Grand Theft Auto V on PC and in this case some of these new staff members didn’t respond appropriately.
We have absolutely not instructed support staff to hang up on players who are reporting compromised Rockstar Games Social Club accounts. "We are aware of recent issues players have experienced when trying to contact Rockstar Support, and we take these issues extremely seriously. Rockstar caught wind of this content, telling us on a call that the company “takes this extremely seriously” and that it has “taken steps to remedy this immediately.” An official media-facing Rockstar spokesperson provided us with the following statement in full:
Overall, it was a complaint underscoring the customer experience and apparent treatment of paying users. Disregarding this alleged policy still leaves little room for excuses, though, given the overall inability to communicate intelligibly with several agents, as exhibited by our recorded support calls. It almost always yielded the same result: the customer was granted no recourse, no room to reply to the agent's script prior to disconnect, and no empathy, then dropped from the call. In researching the phone service, we used multiple accounts, phone numbers, and ticket identifiers (or the lack thereof) to “benchmark” support. Our understanding is that there is no further help that we can provide at this time and we will now end this call.” “Your case has been logged for further review.
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