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17. Customer Support Help

For the latest information on updates and events, please visit the Star Wars Galaxies: An Empire Divided official Web site at:

www.starwarsgalaxies.com

We offer a variety of ways to help you solve problems both in the game and out.

17.1. In-Game Help

If you are in need of help while in the game, click on the Holocron button on the toolbar or press the CTRL+ H keys. This will bring up the Holocron, a guide that answers general questions about the game. You can find more specific information by pressing the Customer Service button in that window. This will bring up the in-game Knowledge Base where you can enter text to search for solutions to common issues.

If you are not able to find the resolution to your issue, press the New Ticket button. This will allow you to write a message (commonly called a "ticket " or "petition") to our staff of Customer Service Representatives. Since tens of thousands of players are usually online at the same time, CSRs may be responding to other players ' tickets. . Your ticket is put in a queue as soon as you submit it and will be dealt with by the first available CSR.

Select the Open Ticket tab to review or delete any open requests you have made. This also is where you will see messages from the Customer Service Representative and where you can give further information if requested. You can only have one open ticket at a time, but you are welcome to list mulitple issues in it. Customer Service will respond to your ticket in the comments section (if you get a message that you have an unread ticket, check the comments section to see the reply). Be patient and your problems will be solved if they fall within the rules of the game.

17.2. Out Of Game Support

If you have questions regarding technical issues or your account and/or billing ( i.e. Registration, Password Recovery, Subscribing, Cancellation, etc.), please contact Sony Online Entertainment Customer Service in one of the following methods:

SEARCH OUR KNOWLEDGE BASE
You can visit our Knowledge Base out of the game as well for a comprehensive auto self- help system that is up to date with the latest information and issues located at:

http://help.station.sony.com/esupport/esupport/consumer/esupport.asp

EMAIL SUPPORT
You may also reach us by e-mail at swghelp@soe.sony.com. Before sending your e-mail, please specify the nature of your inquiry in the subject of your e-mail ( i.e., technical issue, account issue, billing issue, in-game bug). A Customer Service Representative will respond to your e-mail as quickly as possible.

LIVE CHAT
To chat with a Live Representative through the Web site, please use our Live Chat feature: http://www.station.sony.com/en/instantchat.jsp. Live Chat hours are 9: 00 a. m. to 6: 00 p. m. ( Pacific Standard Time), Monday through Friday.

PHONE SUPPORT
If you require additional support, please contact Sony Online Entertainment between 9:00 a.m. to 6:00 p.m. (Pacific Standard Time), Monday through Friday. Our phone number can be found by visiting: http://starwarsgalaxies.station.sony.com/content.jsp?page=Contact Us

 

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