Does This Game really Have Customer Service?

[Drazhir]

The following are transcripts from my in game ticket for a recent problem I encountered.

Ticket ID#: 3203482

I was given a golems heart and a meteoric star ruby in my ddo mmail from a fellow guildie. At the time I didnt have room in my inventory so I left them both in the mail. I went to retrieve the items and they are no longer in my mail. So, I thought maybe I was mistaken and he sent them to a different toon but I bth checked and asked him and he confirmed that he sent them t this toon. He did recieve several unbound skill and stat tomes from me for the augments but now I am out the two augments he sent me. I'm a little upset right now because I have been playing this game for a few years now and have dumped thousands of dollars into this game and as of late I do not feel I'm getting my monies worth. Lag, low drop rates for named items in quests and raids, having to purchase hundreds of spell pots a month to play my caster toons and now this. I have little doubt that I will be told that I will have to contact account services even thugh I have seen GM's help with issues like this in the past.


GM's Reply:

Unfortunately, the In-Game Support team cannot replace, restore or grant in-game content that is mistakenly destroyed, deleted, purchased, sold or traded with a player, NPC, through the auction house or through the mail system. We strongly recommend that all players review and confirm their actions or intent before performing any transactions of this nature.


My Rebuttal:

Response to ID#: 3203482. I was mailed merchandise. The merchandise remained in my mail. I went to retrieve the items and they weren't there. You cannot delete a message if there are items attached. The fact that you just dismiss my problem and make the customer feel as if I were to blame is both deplorable and unacceptable. I play DDO because I enjoy your game and the people I quest with. However, I feel undervalued as a paying customer and can no longer accept your lack of customer service. I will evaluate my decision to continue to purchase VIP and all the money I spend in the ddo store because of the lack of customer service in this game. We are talking about two small virtual items that were legally obtained within your game yet you have let how many illegally obtained and duped items remain in the game? The dupers and cheaters are treated better than the paying customers and that is just sad you'd rather lose a customer than help.


GM Reply

In-Game Support is unable to restore lost mail. If you had opened these mails, then they will remain in your mail box for 5 days before decaying, at which point they cannot be restored. To send a complaint regarding the game or the service you received, please visit http://www.turbine.com/support and click on the flag appropriate to the language you would like to provide feedback in. Then click the “Support Center” tab, followed by “Submit Feedback”. Although you may not receive a response, all complaints are read and taken into consideration by the appropriate managers


I have items in my mail on another toon that were never detached and are still in my mailbox and they have been there several months not days. I might not receive a response? Thanks for blowing me off again DDO...it wasn't your first time but I'm thinking it WILL be your last!


Updated Reply to the GM:

Response to ID#: 3203503. The fact that my issue gets dismissed with a generic message without having the opportunity to speak directly with someone regarding this issue is disheartening and deplorable. I have spent thousands of dollars on this game and have submitted very few tickets over my three years of playing here. Only mail without items are deleted after five days. But as my previous messages, please feel free to refer me to yet another place I won't get a response but can file a complaint.



I have spent more money than I am ever willing to admit to over the last few years playing this game, something I am sure account services can look up. Now, I know I sound like the little boy who is going to take his ball and go home here and I'm sure I'll get some lovely people here chiming in calling me names or trolling me to make themselves feel better and that's fine. It's your right to make fun of me for debating on leaving a game over two virtual items that cost nothing to DDO by the way...but to me this isn't about the items any more. It's about a lack of customer service in this game and the seemingly lack of concern or respect Turbine and WB has for its player base.

[Demarill]

once you open mail the amount of time till it gets reversed/delted goes down a fair bit, its worth messaging the guy asking if he got his stuff mailed back, if itsa guildy hopefully he can re send if he has

[Drazhir]

Well, I never opened the mail because I knew what was being sent. I didn't have room in my inventory and I wasn't sure which of my toons I was going to put the items on so I left them unopened in my mail. I did check with thee guildie that sent them and he didn't get them back so I don't know what else to do so I filed a ticket.

[cdbd3rd]

once you open mail the amount of time till it gets reversed/delted goes down a fair bit, its worth messaging the guy asking if he got his stuff mailed back, if itsa guildy hopefully he can re send if he has

That^. Unopened mail gets returned to sender.

Not sure about opened mail, but as you've stated you didn't open it, that's where it's at.

[Drazhir]

So a GM finally decided he was good enough too talk to me. Of course he said nothing more than the generic responses that were already given. But he did offer me a new solution: submit a bug report and use a whole other team of support people that will give me a run around and not help me.

[Rishlin]

So a GM finally decided he was good enough too talk to me. Of course he said nothing more than the generic responses that were already given. But he did offer me a new solution: submit a bug report and use a whole other team of support people that will give me a run around and not help me.

yup...the customer service in this game is horrendous. I 100% agree with you. It shouldn't be much longer before we all get so fed up with it, that we actually do something. This is another straw on the camels back for sure. Is it true guys on wayfinder got banned for throwing pumpkin bombs @ people? Did the customer service team get that one wrong? 100% YES!!! they were wrong banning peeps for throwing pumpkin bombs. Isn't it also true if you don't like the response a GM gives, and you submit another ticket , they threaten you with banning? Meanwhile KNOWN cheaters and dupers run free with inventories full of mats/items/etc. It is time WE ALL did something about the absolutey inept support teams. This game could be as popular as WOW. Ever wonder why its not? ITS THE SUPPORT WE RECIEVE!!!! Our guild has lost @ least 15-20 players who just refuse to play a game where the service is as awful as it is here. 1 guy alone in our guild has 40k in this game and they treat him like garbage. Hey DDO that dude just paid 2 annual salaries.
SOLUTION: just fire every single member of your support team. Not sure who is in charge of them but they DO NOT do their jobs. They are lazy or they just don't care. Either way its time to lose THEM or lose US.

[Drazhir]

I mean just a little compassion and understanding when dealing with a customer who has an issue goes a long way. It keeps them coming back and more importantly, paying. Paying customers help fund R&D and employee salaries. Losing those customers is bad for business...you lose one person..that person tells 10 people....those people tell 10 people and that's 100 gone right there...its basic business. On the flip side if you go above and beyond resolving your customer's issues the opposite happens. You develop customer loyalty and they continue to pay and remain a customer.

[FranOhmsford]

Is it true guys on wayfinder got banned for throwing pumpkin bombs @ people? Did the customer service team get that one wrong? 100% YES!!! they were wrong banning peeps for throwing pumpkin bombs.

I'd like to chime in here and say that IF this happened it is because of GRIEFING behaviour!

IF it was a one off then at most the GMs would have given a warning!

IF this actually happened it is because that player ignored multiple warnings and carried on GRIEFING players!

So - That GM was 100% CORRECT to Ban the GRIEFER!!!

[Rishlin]

I'd like to chime in here and say that IF this happened it is because of GRIEFING behaviour!

IF it was a one off then at most the GMs would have given a warning!

IF this actually happened it is because that player ignored multiple warnings and carried on GRIEFING players!

So - That GM was 100% CORRECT to Ban the GRIEFER!!!

NOPE!!! No warning was ever issued....and besides that the guy who got pumpkin headed should have been permanently banned for comments made. Instead turbinegot it wrong and banned the guys tossing pumpkin heads. just curious btw are you the same kind of guy as that dude ? Would you tattle if someone tossed a pumpkin head @ you? And lets visualize the GM in that moment...." OMG that player just got pumpkin headed" "lets scramble the jets and start the banfest"
What kind of person tattles because they got pumpkin headed????? TURBINE got it wrong.

[Rishlin]

I mean just a little compassion and understanding when dealing with a customer who has an issue goes a long way. It keeps them coming back and more importantly, paying. Paying customers help fund R&D and employee salaries. Losing those customers is bad for business...you lose one person..that person tells 10 people....those people tell 10 people and that's 100 gone right there...its basic business. On the flip side if you go above and beyond resolving your customer's issues the opposite happens. You develop customer loyalty and they continue to pay and remain a customer.

its absolutely no wonder this games servers continue to become ghost towns...do something turbine your support teams need to evolve

[Uska]

Mail is not storage and if you leave it there it's your own fault and you shouldn't get it back

[Drazhir]

Mail is not storage and if you leave it there it's your own fault and you shouldn't get it back



I have three weeks to remove mail with items attached before they are supposed to disappear according to game support...it was one week. Hence the reason for the ticket and this thread. I've been around long enough to know how the game works but I thank you for your concern.

[Rishlin]

Mail is not storage and if you leave it there it's your own fault and you shouldn't get it back

seems the brain isn't for storage either, at least for some people

[FranOhmsford]

NOPE!!! No warning was ever issued....and besides that the guy who got pumpkin headed should have been permanently banned for comments made. Instead turbinegot it wrong and banned the guys tossing pumpkin heads. just curious btw are you the same kind of guy as that dude ? Would you tattle if someone tossed a pumpkin head @ you? And lets visualize the GM in that moment...." OMG that player just got pumpkin headed" "lets scramble the jets and start the banfest"
What kind of person tattles because they got pumpkin headed????? TURBINE got it wrong.

lol at "tattle"

Are you the kind of person who thinks telling the Police your neighbour's dealing Drugs is wrong?
Are you the kind of person who thinks victims of bullying should just accept it and not go to a teacher?

And heck yes I have and would {if I didn't have Spider Masks etc.} continue to report anyone who thinks giving my characters a Pumpkin Head is Funny!

The Devs should have made these self-only as they are Griefing Tools and Griefing should NOT be condoned!

[Demarill]

that 3 weeks becomes 5 days as soon as you open the mail unfortunatly, but yes Turbine support is generally useless with anything but bugged quests then theyre like 50/50 lol (but slow)

[Rishlin]

lol at "tattle"

Are you the kind of person who thinks telling the Police your neighbour's dealing Drugs is wrong?
Are you the kind of person who thinks victims of bullying should just accept it and not go to a teacher?

And heck yes I have and would {if I didn't have Spider Masks etc.} continue to report anyone who thinks giving my characters a Pumpkin Head is Funny!

The Devs should have made these self-only as they are Griefing Tools and Griefing should NOT be condoned!

LMAO im sorry but these comparisons are absolutely ridiculous ROFL!!!!! Serioulsy pumpkin head=selling drugs? Bullying=pumpkin heads? ROFL LMAO LOL and any other way to laugh possible. I hope a lot of people read your post. This is just too funny. Talk like that can only mean one green, lives under a bridge, and has a hair cut strikingly similar to that of Pauly D from jersey shore. ( see wiki monster TROLL for pic the hair cut looks just like pauly d swear to god)

[Drazhir]

So, I will park my toon on the market place bridge on Wayfinder as a show of protest for the lack of customer service. I will be alone and it will most definitely go unnoticed. If you are on Wayfinder feel free to stop by and say hello.

If you feel that you have been a victim of poor customer service in this game, regardless of what server you play on. The only way that we can expect change is to initiate it. Just like they did for the tokens of the twelve. But we all play this games for ourselves and often times in life we only care about the things that affect us directly. I do not expect much to come of this but will hold out slim hope that this may spark and catch fire.

[FranOhmsford]

Lol at being called a Troll by someone who professes to like Griefing Players in-game!

Pumpkin Head threads always bring out the Bullies!

[Drazhir]

that 3 weeks becomes 5 days as soon as you open the mail unfortunatly, but yes Turbine support is generally useless with anything but bugged quests then theyre like 50/50 lol (but slow)

yeah, but that's the thing, the mail was never opened. I knew what he was sending me. I didn't have the inventory space and i wasn't sure what toon i was going to use the items on. Granted, hindsight is 20/20 and I really wish I would've took them out of the mail. Honestly, at this point its not even bout the items any more. It's about the lack of customer service in this game. Constantly being brushed off and sent on a wild goose chase to dead ends...anything but help you with your issue no matter how big or small. These forums are full of complaints...people have been outspoken but nothing ever comes of it. If we keep things at status quo or choose t ignore it how can we expect things to change?

[Rishlin]

that 3 weeks becomes 5 days as soon as you open the mail unfortunatly, but yes Turbine support is generally useless with anything but bugged quests then theyre like 50/50 lol (but slow)

I would have to say more like 90% useless...The problem is this: If a player plays a lot they will no doubt run into bugs/glitches/lag etc... almost daily. Those players are the ones who typically submit tickets. If the GMs see someone who submits a lot of tickets they deem THAT player the problem. But that's the problem in it of itself, those players are being treated like the problem, when in fact they are the solution. Why do GMs ever tell us to submit bug reports? THEY should forward the ticket THEMSELVES seems simple IMO. Why is it OUR job to submit the bug reports?
FACT:
When a GM tells you the cannot replace an item, that is actually a complete an utter lie. They have access to every single item in this game ( and some items not even available in game) Why are you so hesitant to give us back our fake stuff that was lost? Is it because we submit multiple lost item reports and you think we are lying? We are not...its just a game FULL OF BUGS...
EX: Guild mate PAYS gold roll...hits JP gets BOUND heart and Snow Panther cub. Panther already in stable ( no big deal to him but bound so can only destroy) and the BTC heart. Guildie asks GM to give him BTA heart and take BTC heart and shows wiki link where it says ITS A BUG. and GM refuses to replace that heart.
guildie trys another GM and same GM comes back and threatens banishment if another ticket is submitted. Seriously? why cant they just replace the heart? IS THIS GOOD CUSTOMER SERVICE?

[Rishlin]

Lol at being called a Troll by someone who professes to like Griefing Players in-game!

Pumpkin Head threads always bring out the Bullies!

" I said good day ! "

[Drazhir]

Lol at being called a Troll by someone who professes to like Griefing Players in-game!

Pumpkin Head threads always bring out the Bullies!



Pumpkinheads were created by the DDO Devs to be used in game...so if a product that is sold by DDO is purchased and being used by a player in that game in the way that the product is intended to be used, there can be no argument for bullying. Technically, the player has done nothing wrong. The proper course of action would be to protest to DDO the discontinuation of such a product or limit its use too the festival event it was created for.

Also this has developed into an entirely different topic than i...the original poster intended.

[Rishlin]

Pumpkinheads were created by the DDO Devs to be used in game...so if a product that is sold by DDO is purchased and being used by a player in that game in the way that the product is intended to be used, there can be no argument for bullying. Technically, the player has done nothing wrong. The proper course of action would be to protest to DDO the discontinuation of such a product or limit its use too the festival event it was created for.

Also this has developed into an entirely different topic than i...the original poster intended.

the topic is back on track. The customer service for DDO needs an overhaul I think is the message behind players being banned for pumpkin heads.

[Cordovan]

We apologize if the OP feels they had a poor experience, please get back in touch with us if you feel you need to. As for the thread, closing as we do not discuss disciplinary history on the forums.