They do, because I had to have a GM come rescue my Pistolier from random limbo. Crashed out, and then couldnt log back in on her, but I could log in as any other character.
And its happened again, now...Really shite.
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Originally Posted by Zwillinger
GG, I would tell you that "I am killing you with my mind", but I couldn't find an emoticon to properly express my sentiment.
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Originally Posted by Captain_Photon
NOTE: The Incarnate System is basically farming for IOs on a larger scale, and with more obtrusive lore.
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That's a game GM, not a Billing Support rep.
Of course they have in-game GMs to save people from glitches or getting stuck.
But can they fix my broken account?
Another note: The account recognizes that the GR Pre-order was purchased for it in the Billing Summary. But it's not applied and, on looking at my "Serial Code" list it's not there.
Hurray.
-Rachel-
Funny you should mention the support team because I had a big crapload of no help from them myself tonight!
I was on Union on my MM and I started up the Barracuda SF.. we were having a great time and reminiscing doing the whole 'teaming' thing and then we got to reichsman. We found out very quickly that the 'Infinite Mob Respawn' bug I had assumed was fixed the last time I ran into it, was still very much alive and kicking. So I petitioned and waited... nothing. Petitioned again and still nothing. Went to my play nc account to 'Ask a Question' and requested in-game help from a GM. I got an email saying someone would contact me as soon as possible. An hour passed and everyone quit from the SF.
When I'd ran into the same problem on a non-double xp activation weekend my team had the problem resolved in minutes. Then we do the SF on an activation weekend and everything goes completely ignored. Seriously something is VERY backward here...
My point is that it seems no one is answering anything either In-Game or account based as I tried to get a response from both ways in order to fix my own issue.
I hope that NCSoft wake up and fix your account, Steampunkette. I've seen DP in action and its very impressive so much I want to give-in the way you have
But that's an IN-GAME GM, Soul Storm. I'm referring to ACCOUNT SUPPORT which is a different group entirely.
Isn't it?
-Rachel-
I don't think so Steam. It took them 24 hours to send me a "your ticket has been escalated" token response.
I put in an in-game call for a GM/Support because, hey, why the heck not, right?
It's been 40 minutes and counting. I'll probably give people hourly updates on this event. 9PM CST now and no reaction from Support. This bodes poorly.
-Rachel-
10:00pm CST. Saw a GM in Talos (where I happen to be hovering). Decided NOT to initiate contact via Tell.
Thinking that was a mistake...
-Rachel-
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This bodes poorly for what? An indicator of your patience?|
Originally Posted by Steampunkette
It's been 40 minutes and counting. I'll probably give people hourly updates on this event. 9PM CST now and no reaction from Support. This bodes poorly.
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Your not receiving a response yet does not mean that NCSoft is ignoring your or hates you, it just means that they haven't gotten to your petition yet. On a 2XP/Double Activation weekend with a big surge in people playing.
I'm not sure if the support team is working on the weekend, but their not responding to you immediately is not a bad thing. They do not have one support person for each player, just sitting at a desk, waiting for you to have a problem they can fix.
Seriously, just think about it. Do you think they do not want you to be able to play your Dual Pistols character (like many people are doing in game right now)? No. There is a reason they let you preorder for this weekend. So your success in this endeavor is important to them. They also have other customers besides you, and a budget for the game.
I'm not saying you should not expect a response, but expecting one NAO! is not particularly realistic or fair at this moment.
Guide: Tanking, Wall of Fire Style (Updated for I19!), and the Four Rules of Tanking
Story Arc: Belated Justice, #88003
Synopsis: Explore the fine line between justice and vengeance as you help a hero of Talos Island bring his friend's murderer to justice.
Grey Pilgrim: Fire/Fire Tanker (50), Victory
I understand this well, Grey Pilgrim. However I am incredibly upset. Have you ever been angry or frustrated or concerned to the point where you don't even want to play the game in question?
I'm there right now. And I'm irrationally lashing out at the GMs for their lack of speed on a situation where they should have better prepared for issues.
If they are running their "Standard" weekend crew on a weekend when the server population has increased dramatically then that's a failure on the part of NCSoft's part.
If they're running the same standard weekend crew on such a weekend with the additional glitchiness of new material in game (I.E. Dual pistols being gated by a serial code) then that's a further failure on their part.
If, however, they've expanded their support staff to accommodate the increased flow-thru and it's STILL not enough to get a situation resolved in a timely manner then something is desperately wrong with either A) Their Support System, B) The code they've installed which creates a further increase of system clog, or C) Both.
Ultimately I'm incredibly upset, worried that it will be Monday before this issue is resolved, and out $30 on a product that should have been digitally handled by a server and auto-applied to an account.
There should be a backup system to bypass a failure rather than a message that an action has failed with no recourse. There was no "Would you like to send in a support ticket?" prompt, there was nothing beyond a simple error message. Heck! I haven't even received an E-mail that confirms my purchase. All I've got is an order number on my billing summary and the information on Paypal saying that NCSoft took the money.
So yes. I'm upset. I'm sorry if this offends or upsets you. But it's how I feel. Customer Service should be fast, prompt, and easily accessible. Making customers wait for hours on end for an item they purchased is poor customer service.
-Rachel-
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Ha ha ha ha ha ha ha ha haaaaaaaaaaaaaaaaaaaaa.... *shakes head*|
Originally Posted by Steampunkette
Customer Service should be fast, prompt, and easily accessible.
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That said, CS in City is extremely good. Also, billing does not operate during the weekends, or it didn't when I had an error (double charge) a couple years ago. Might have changed since.
Paragon Wiki: http://www.paragonwiki.com
City Info Terminal: http://cit.cohtitan.com
Mids Hero Designer: http://www.cohplanner.com
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Originally Posted by Dispari
I don't know why Dink thinks she's not as sexy as Jay was. In 5 posts she's already upstaged his entire career.
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See? That's actually somewhat useful information! If only someone had confirmed that weekends were no good I'd have gone to bed hours ago.
Now I'll be good and mad at the game for another hour, then collapse after coming down from an emotional high. Huzzah!
-Rachel-
PS: Gonna have a field day on Monday involving various colorful words and Customer Service...
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Yeah that'll be REAL productive. |
Originally Posted by Steampunkette
PS: Gonna have a field day on Monday involving various colorful words and Customer Service...
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As long as you stick to words approved by Dale Carnegie.|
Originally Posted by Steampunkette
PS: Gonna have a field day on Monday involving various colorful words and Customer Service...
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(author of 'How to Win Friends and Influence People')
Paragon City Search And Rescue
The Mentor Project
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That's not a token response. I worked customer support a couple years ago. It means that your issue merits special attention. Either because you are a special interest case or especially difficult.|
Originally Posted by Xanatos
I don't think so Steam. It took them 24 hours to send me a "your ticket has been escalated" token response.
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Your ticket is being talked about by multiple people. You are being the opposite of ignored. I promise.
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The truly beautiful part of the cycle will be when she effectively comes back to the forums and complains "They didn't help me, even after I used my best swear words!"|
Originally Posted by Rick Astley
Yeah that'll be REAL productive.
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>.>
No, I'm not bitter at all.
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I know, right? |
Originally Posted by Marcian Tobay
The truly beautiful part of the cycle will be when she effectively comes back to the forums and complains "They didn't help me, even after I used my best swear words!"
>.> No, I'm not bitter at all. |
<_<
OP,
Did you get a confirmation e-mail with a product code?
I did with my purchase. I don't know if it is possible to apply it manually.
Also, be nice to customer service. They didn't do anything to you.
Sermon
@sermon
One of Six, Cannibal 6
Most places that deal with anything financial are closed on weekends. Like banks.
As a customer service rep, all I can say is that if you launch **** at me before I even know what you're talking about, I'm going to get pissed and be less inclined to help you than if you're polite.
Manners go a LONG way when talking to anyone. Just keep that in mind.
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Yeah...like it's the way it was always my fault the bloody staff taking the orders AND the kitchen staff always managed to get things wrong on busy weekends when I worked at the pub. And how the lack of communication was clearly the fauly of the poor schmuck who was trying to get about ten damn tables taken out at once.|
Originally Posted by Marcian Tobay
The truly beautiful part of the cycle will be when she effectively comes back to the forums and complains "They didn't help me, even after I used my best swear words!"
>.> No, I'm not bitter at all. |
There were some people in that job who were very lucky not to be wearing the meals they paid for, nevermind them being a tad late when we were jam packed ¬¬
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Originally Posted by Zwillinger
GG, I would tell you that "I am killing you with my mind", but I couldn't find an emoticon to properly express my sentiment.
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Quote:
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Originally Posted by Captain_Photon
NOTE: The Incarnate System is basically farming for IOs on a larger scale, and with more obtrusive lore.
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At least you had the opportunity to cough/sneeze on the food of the A-holes that ticked you off before you delivered their meals. |
Originally Posted by Techbot Alpha
Yeah...like it's the way it was always my fauly the bloody staff taking the orders AND the kitchen staff always managed to get things wrong on busy weekends when I worked at the pub. And how the lack of communication was clearly the fauly of the poor schmuck who was trying to get about ten damn tables taken out at once.
There were some people in that job who were very lucky not to be wearing the meals they paid for, nevermind them being a tad late when we were jam packed ¬¬ |
NEVER PISS OFF THE FOOD SERVICE PEOPLE!!!
Say please and thank you and always leave a nice tip. Yoy may not remember them the next time you eat there, but they will remember you.
That was what was sad about working at Subway, we make it in front of them...
Does not always detect CoH
So! It's now Tuesday. I've been contacted for the sales identification code which appeared on my billing summary. And found out something interesting!
The initial payment was received by NCSoft and the pre-order was not applied.
Did you catch that important word, there? I was charged a second time, the pre-order was applied, and I now have dual-pistols. Though I'm out another $30...
I did not use curse words on the phone. I was upset and that passed, mostly, over the weekend. I apologize for seeming like a vindictive B-word.
With that said, however, I'm still upset over spending $60 for a $30 item, receiving it late, and being put off for yet another day. In another hour and fifteen minutes I'll be calling the customer service helpline.
-Rachel-
It should be fairly easy for them to check and refund this, if they use a system similar to the ones with which I am familiar. Sorry to hear that you lost it, and here's hoping it's only temporary.
I've gotta ask, hopefully: Does NCSoft's Support Staff work on weekends?
I had been resisting the urge to purchase the Going Rogue pre-purchase in favor of hitting up the Collector's Edition on Launch day with all the neat goodies. Suddenly, tonight, I have a fantastic idea for a Dual Pistols/Sonic Corruptor! She uses time-manipulation powers for all the really cool and neat Dual-Pistols animations, as well as to bend timespace around her enemies to make them less able to dodge her shots.
So I caved. I went to the NCSoft store and grabbed the pre-purchase as the altitis kicked in, full power. I knew I shouldn't. I should wait and be responsible with my money. Save it for the big buy in July! But no. No. I couldn't resist. I typed in my Paypal and purchased the pack!
"Product Distribution Failure"
What..? What is that? I looked into my Paypal and saw the money removed. I tried to create the Dual Pistols character and found it still locked. Ah! Some kind of minor error! I'll just contact NC Support and get things straightened out!
I sent in a ticket and, before it let me send it off, the ticket asked me to check over several issues. One of which was Contacting Billing support between noon and five PM CST, Monday through Friday.
...
You're kidding, right? On double XP/Reactivation Weekend not three days after the launch of the prepurchase you -don't- have a weekend staff to handle this kind of issue? I'll now have to wait until Monday afternoon to make the Dual Pistol character I've just paid $30 to create?
Tell me I'm wrong. Please! Someone tell me I'm horribly wrong in thinking that there will be no resolution to my problem before the yummy yummy Double XP is over with. Please tell me I'm wrong that I've spent $30 on a digital-upgrade that, somehow, will take longer to apply than it would to ship to my home by US Mail.
Please?
-Rachel-