Checking In On The BBB

Earlier this year I started Checking In With The Better Business Bureau, a segment talking about the consumer protection group with no authority. Back in February I checked up on a few MMO developers to see their scores, and this time I want to go more in depth on each company and their score.

For those of you who have forgotten or do not live in the United States, the Better Business Bureau is an independent organization that fields complaints and offers the company a chance to respond. The idea is to create a web of trusted businesses where people can check what is being complained about and how the company reacts to those complaints. When it comes to your score, a business can maintain a good score if they respond in a way that pleases the BBB.

Blizzard: B

• Blizzard’s score has plummeted from February’s A+ rating. The BBB’s explanation is as follows:
• “Recent complainants allege the company closed accounts on 130,000 users without providing notice, and accused them of using “hack” techniques to cheat on gaming. Most of these complainants deny any illegal usage, and in some cases, they challenge the company to provide them some proof of the alleged violation. The company responds in some cases concerning faulty servers by advising that new servers installed should remedy the problem. The company addressed a few complaints regarding account terminations by issuing the same letter in each instance of complaint, accusing the complainant of cheating, lying or using hack programs.”

Cryptic Studios: C+

• Cryptic’s rating has remained steady since April, and the BBB has some kinder words for them than Blizzard.
• “Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, more than one complaint is unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.”

EA/Mythic/Bioware: A

• Technically lumped into EA, the BBB scores Electronic Arts with an A.
• “When considering complaint information, please take into account the company’s size and volume of transactions, and understand that the nature of complaints and a firm’s responses to them are often more important than the number of complaints.”

Funcom: A+

• Funcom is maintaining their A+, with surprisingly few complaints in the past year. The BBB had this to say:
• “BBB had previously identified a pattern of complaints concerningcustomer service issues. The company discussed with BBB in October 2008 ways to correct the cause of the customer complaints. Complaints have decreased in volume since the meeting.”

Gala-Net: F

• For those of you unaware, Gala-Net is gPotato, publisher for such games as Allods Online and Aika Online.
• “Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, more than one complaint is unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.”

Jagex: C-

• This is based off of one complaint.

NCsoft: B-

• NCsoft is up, from a C- to a B-. According to the BBB, this is due to a few unanswered complaints:
• Based on BBB files, NCsoft Corporation has a BBB Rating of B- on ascale from A+ to F.
• Reasons for this rating include:
• Failure to respond to 5 complaints filed against business.

Sony Online Entertainment: A

• Most of the complaints, according to the BBB, are from people who forget to cancel their trial accounts.
• “Consumer complaints received by the BBB allege difficulty in using this company’s online gaming service and being over billed or billed after they cancel the trial offer. In response to these consumer complaints, Sony indicates that some of their games may come with a limited number of days of game-play with purchase of the game software…”

Square Enix: A

• Along with Sony, score remains in place.
• “Our complaint history for this company shows the company gave proper consideration to complaints presented by the Bureau.”

Turbine Inc. : A+

• Technically now part of Warner Brothers.
• The BBB had nothing of interest to note.

A few companies on the list slipped in the past couple of months, most notably Blizzard over that mass ban. I guess it depends on how these companies view the non-authority of the BBB that dictates their reactions.

More on the BBB in three months when I follow up this article.