TalieNeEllyll
05-01-2014, 10:11 AM
I have submitted 2 tickets this morning. It took about 4 hours I think for the first one to be responded to and at least 30 minutes for the second one. I will discuss the second one first.
My second ticket was:
"I cannot find where to purchase VIP renewal. Help please."
The reply was:
"In order to provide the best resolution to your issue, you will need to contact our Account/Store Support Team. That team is better equipped to handle your inquiry, as the In-game Support Team does not have access to the necessary information to assist you further. To contact Account/Store Support, please open your main menu with the 'Esc' key and click 'Help.' From there, click on the button labeled 'FAQ' if it is not highlighted, then on the tab labeled 'Support Center,' and then the 'Submit a Ticket' icon. Make sure to select DDO as your game and then fill out a ticket for the Account/Store Support Team to review. If you prefer, you may visit http://www.turbine.com/support and click on the Dungeons and Dragons Online icon on the left side of the page."
WHAT???
In game support does not know how to help us with purchasing/renewing a VIP account? I then asked in /advice and /general. I was told within a minute to go to MyAccount@turbine.com. Why could the person have not told me that? (I should have remembered but I had set up auto-renewal years ago and only canceled because it was going to draft my account 3 days before my pension would be deposited and my account was basically empty. I am not doing an overdraft fee for playing a game. I canceled by phone so had not remembered MyAccount.)
The first ticket was:
"1. My Spidermask from pre-purchase of ES package has gone missing from this character. I checked the bank and find my panther there but not my mask. 2. I have 542 (originally 41) Khyber dragonshard fragments that will not go into an ingredients bag. I have 3 large ingredient bags on me and they should each hold 2500 items per stack. One has 2500 Khyber dragonshard fragments (full), one has 615, and one has zero (originally 501). I tried doing a gather on the two bags with room -- nothing happened. I tried dragging into the bags -- nothing happened. I tried removing from a bag (501) and combining with the 41 to see if something unusual. They combined but then the 542 could not be gathered or dragged."
I received the exact same response as for the other ticket. Seeing the name of the person that responded to it, I sent a tell asking what information he needed? I mean, I can easily prove I have the pre-purchase because of items I received with it like the Panther, a wizard's hat, my lesser learning tome, ... I really do not care about the Khyber dragonshard fragments and can sell them. I am more concerned why they are having a problem, but the Spider Mask disappeared from my inventory. I use those when I log on a character. I put on, activate, and take off (usually).
What is the purpose of in-game support now? Is it only to report harassment and unsticking monsters? If so change the ticket page to say so and direct where we can get support for other issues.
DDO, Turbine, Warner, WHOEVER, this game will die if support is not there. You are a service, an amusement. There is lots of competition for your customers. Please fight for them. To show good faith in you, I have after being told how to renew I have done so. Please do not make me regret this. Increase the training for your support people, allow them to do more things if you are restricting them, and when people submit bug reports maybe quarterly let them know the status and priority and why. It will help immensely in keeping your customers and will keep a game active I really enjoy.
My second ticket was:
"I cannot find where to purchase VIP renewal. Help please."
The reply was:
"In order to provide the best resolution to your issue, you will need to contact our Account/Store Support Team. That team is better equipped to handle your inquiry, as the In-game Support Team does not have access to the necessary information to assist you further. To contact Account/Store Support, please open your main menu with the 'Esc' key and click 'Help.' From there, click on the button labeled 'FAQ' if it is not highlighted, then on the tab labeled 'Support Center,' and then the 'Submit a Ticket' icon. Make sure to select DDO as your game and then fill out a ticket for the Account/Store Support Team to review. If you prefer, you may visit http://www.turbine.com/support and click on the Dungeons and Dragons Online icon on the left side of the page."
WHAT???
In game support does not know how to help us with purchasing/renewing a VIP account? I then asked in /advice and /general. I was told within a minute to go to MyAccount@turbine.com. Why could the person have not told me that? (I should have remembered but I had set up auto-renewal years ago and only canceled because it was going to draft my account 3 days before my pension would be deposited and my account was basically empty. I am not doing an overdraft fee for playing a game. I canceled by phone so had not remembered MyAccount.)
The first ticket was:
"1. My Spidermask from pre-purchase of ES package has gone missing from this character. I checked the bank and find my panther there but not my mask. 2. I have 542 (originally 41) Khyber dragonshard fragments that will not go into an ingredients bag. I have 3 large ingredient bags on me and they should each hold 2500 items per stack. One has 2500 Khyber dragonshard fragments (full), one has 615, and one has zero (originally 501). I tried doing a gather on the two bags with room -- nothing happened. I tried dragging into the bags -- nothing happened. I tried removing from a bag (501) and combining with the 41 to see if something unusual. They combined but then the 542 could not be gathered or dragged."
I received the exact same response as for the other ticket. Seeing the name of the person that responded to it, I sent a tell asking what information he needed? I mean, I can easily prove I have the pre-purchase because of items I received with it like the Panther, a wizard's hat, my lesser learning tome, ... I really do not care about the Khyber dragonshard fragments and can sell them. I am more concerned why they are having a problem, but the Spider Mask disappeared from my inventory. I use those when I log on a character. I put on, activate, and take off (usually).
What is the purpose of in-game support now? Is it only to report harassment and unsticking monsters? If so change the ticket page to say so and direct where we can get support for other issues.
DDO, Turbine, Warner, WHOEVER, this game will die if support is not there. You are a service, an amusement. There is lots of competition for your customers. Please fight for them. To show good faith in you, I have after being told how to renew I have done so. Please do not make me regret this. Increase the training for your support people, allow them to do more things if you are restricting them, and when people submit bug reports maybe quarterly let them know the status and priority and why. It will help immensely in keeping your customers and will keep a game active I really enjoy.