Referral Credit Vanished

[Tilliak]

Four days ago I check my account and saw that my referral credit had finally come through. Yesterday, I logged in and decided I was going to use that referral credit for the month of Feb. The Earned Referral Credits now shows 0. When I talked to the friend that I had referred, his account now shows that he is back on a trial account. He's been a subscribing member for 3 MONTHS! What the hell is going on??

[Victorie]

For information about a specific account (or accounts in this case) you'll need to contact the Account Management department. Contact options are in my signature.

[Tilliak]

For information about a specific account (or accounts in this case) you'll need to contact the Account Management department. Contact options are in my signature.


Yeah, I did this four days ago and have yet to receive any message back. Is there anyone even there? The same thing happened when I sent in a tech support request a couple months back. I ended up having to go to a third party forum to find the answer I needed.

[Maitland]

i dont usually post here but reading this i had to..i have tried to take advantage of every offer turbine has had to offer but with no sucess.i have e-mailed ,etc,etc...nothing.. i just gave up..its kinda like a sweepstakes i figgure...you hear about them but never see them...

[Tilliak]

Yeah, that's what I'm starting to think too. The friend I referred said that they reverted his account back to a trial account, even though he's been a paying subscriber for 3 months.

If they aren't going to respond to e-mails, why do they bother putting a support e-mail link on there at all?

[Victorie]

The Accounts department is answering all emails as quickly as possible in the order they are received. They do have a lot of volume at the moment, but I assure you they will answer. If you still haven't heard back from them, feel free to PM me your inquiry number, and I'll see what I can do.

[Tilliak]

I also have to wonder at the level of dedication a company has to support when their telephone support is only open from 4pm to 8:45pm. What kinds of hours are those???

[kinar]

not that I want to appear as though I'm supporting/defending Turbine's extremely crappy customer service/technical support implementation but, imo, those support hours are a fantastic start. It is far better than 8AM-5PM that most companies use these days. If they also had 4AM-8:45 AM, it should be sufficient to accessable to 99% of the playerbase.

Offhour support = good

[Tilliak]

It would be even better if they gave enough of a **** to answer their e-mails.

[Victorie]

As I noted above, if you'd like to PM me your inquiry number from the email to Account Management, I can see what I can do.