The Fortnite neighborhood could also be well mannered, however that doesn’t imply they’re getting the customer support they deserve. The Better Business Bureau gave Fortnite maker Epic Games an “F”, the bottom attainable grade.
The Better Business Bureau, which isn’t a government company however somewhat a nationwide community of non-profits that measures how effectively companies deal with dispute decision and relays that info to clients, says that 247 of 271 BBB complaints filed within the final year have gone unanswered by Epic.
An Epic spokesperson instructed Kotaku that “Epic Games is just not affiliated with the Better Business Bureau and has redirected all player submitted complaints from the BBB to our Player Support employees.”
While the BBB presents customers many providers—lists of well-liked scams to be careful for and such—the group’s mission isn’t to have your again. From high to backside, the BBB is funded by the annual dues paid by companies it anoints with “accreditation,” which permits the companies to place these iconic BBB stamps of approval on their storefronts and web sites. This reality raises obvious questions on an inherent battle of curiosity: The group’s clients are companies, not taxpayers or customers. How can the BBB function an trustworthy dealer between companies and customers when it’s totally funded by one in every of these events? Many argue that it can’t — that there’s a pure incentive to color its paying purchasers in the very best mild.
Epic Games is not accredited with the Better Business Bureau.
Here’s what the BBB needed to say about its rating for Epic Games:
Epic Games is the creator of numerous well-known games which have a global following; along with Fortnite and Infinity Blade, they make Unreal, Gears of War, and Shadow Complex. The firm has grown considerably prior to now twelve months, and their hottest game, Fortnite, at the moment boasts greater than 6 million followers on Twitter. A majority of complaints submitted to BBB against Epic Games cope with customer support and refund or trade points. One complainant wrote, “Epic Games failed to guard buyer security, leading to a number of unsanctioned fees over mine and my partner’s account.” Another complainant added that, “There is not any telephone quantity or correct electronic mail response time to return my unauthorized cost of $160. Nobody will reply, and I really feel cheated.”
Epic has additionally had points with account hacking on Fortnite, which has led to the corporate to incentivize two-factor authentication on accounts by providing a particular emote.
Though we’re transferring to an more and more digital age, with electronic mail, Twitter and dwell chat customer support rising extra prevalent, there are particular situations the place clients could really feel they should converse to a different human being about their difficulty. Account hacking and unauthorized fees are two such conditions, and the Epic Games support page doesn’t listing a telephone quantity, however somewhat asks clients to search for their query inside a assist FAQ or electronic mail.
We reached out to Epic Games however haven’t heard again.