Standing Stone Games Customer Service

[SSG_Alkaid]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

[kbaskins]

OK, it makes me feel better about the situation now that you've been made manager of CS. Congratulations Michelle!

[Spoonwelder]

Is there a definitive date on the transition.....I am sure you can't counsel us to delay purchasing points until after a specific date but knowing the definitive date of transition will let us make an informed purchasing decision.

[arkonas]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!


i'm glad to see you got a promotion. i hope we will have useful agents like you were. you were so helpful to people and went out of your way to check on things. so congrats on that.

[SSG_Alkaid]

Is there a definitive date on the transition.....I am sure you can't counsel us to delay purchasing points until after a specific date but knowing the definitive date of transition will let us make an informed purchasing decision.

Oh you can still purchase and play the game like you normally would, nothing is going to change for you there. We actually have the FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) here that covers these concerns if you want to check it out. The transition I referred to is the CS one, in which you may notice new GMs as we sort out the new crew. Sorry for the confusion!


OK, it makes me feel better about the situation now that you've been made manager of CS. Congratulations Michelle!



i'm glad to see you got a promotion. i hope we will have useful agents like you were. you were so helpful to people and went out of your way to check on things. so congrats on that.

Thanks guys! I definitely appreciate it and I am super stoked for what the future looks like!

[Aelonwy]

Hey all!

I like you so much, you're so efficient and helpful and friendly. :) Congrats on the promotion!

[Xgemina]

Woot! Happy to see that you're transitioning to Standing Stone as the CS Manager. Congrats on a well deserved promotion!

[Hakushi]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

I've seen you answer and help others in the forums on a regular basis. Knowing you got a promotion is very good news, you deserve it. Congratulations Michelle.

[SgtSarros]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!



Only one time have I needed support. People told me "don't even bother with DDO support, they never answer, they don't care" and so forth.. took an hour and I got a response from Alkaid that fixed the issue. So with her in charge I think support is in good hands.

Also increasing service hours for support is ALWAYS a good thing :)

I for one, welcome our new Alkaid overlord.

[DeathbringerGod]

Congratulations for the promotion Michelle! It's very good news! :-)
Happy holidays!!

[cdbd3rd]

...

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. ....


First, I must admit to missing this thread when it first popped. (Got overrun by Sev's SSG intro thread on the Dev Tracker) So, belated grats.

Second, you've been WAY too quiet since the 22nd. :p

And the point of this post - is there updated info on Support protocols in place yet?

[sishan71]

As the New customer service Manager, How do you Get Help with a Tr bug When out of game Tech support says in game tech support needs to help you and vice versa and you've sent 14 emails in game and out of game over a 11 day period of time, What would you suggest I do?

[MerolenAmakiir]

Hi!
Long LONG time player and VIP, just hit a problem I've never seen before. When I try to open the game launcher, either from my usual shortcut or from the game file itself, I get the following error message:

"Internal Error, contact customer support"

and then the launcher crashes.

Looked in the Knowledge Base, found that problem, followed the steps listed (and yes, I had no trouble opening as administrator) but there were no files with "DDO" in them ANYWHERE. I finished the remaining steps, did the dns flush, rebooted, same error message. I then submitted a ticket.

I do have to mention at this point that I have very VERY little faith in the ticket system. I have an ongoing problem with my legendary greensteel item that the original ticket was submitted for at Thanksgiving last year, and I'm still waiting for something more than the initial canned reply of "needs further investigation"

This is my "mental adjustment" outlet, I play for at least a little while nearly every day, and I'm more than a little concerned. I pay per gig using satellite internet, so downloading and reinstalling the game is actually very expensive for me.

If anyone knows anything else I can do/try to fix this problem short of uninstalling and downloading the game all over again, I'd really appreciate a suggestion or 20.

Despite the above mentioned GS item issue, I love this game and consider my time online playing to be "home time", visiting with friends and enjoying some stress relief with a few well-placed blows or spells on a nasty old monster. I firmly believe overall that the Devs who work on DDO are some of the finest game designers in the world, and the multitudinous hours of enjoyment they've given me are hours well spent, not "wasted playing games".

Thank you for your efforts and I look forward to returning to Ghallanda SOON!

Achara (aka Merolen/Paytra/Temkin/Sabreena)

[Krelar]

Hi!
If anyone knows anything else I can do/try to fix this problem short of uninstalling and downloading the game all over again, I'd really appreciate a suggestion or 20.


Check the dev tracker (https://www.ddo.com/en/forums/post_tracker.php?tracker=devtracker) first when you have log in problems. Then wait for today's update to finish before trying to log in.

[Salamandar]

Michelle I am begging you for your help, I have been waiting for 5 hours on in in-game support ticket without any response (Ticket #3629283), I have given them my LOC and am stuck mid TR literally in Limbo until I get a response, which I cannot seem to get. Is the VIP support ticket system no longer functioning? Is 5 hours a reasonable time to wait, especially since we all know if i'm not "johnny on the spot" with an immediate GM response or if god forbid I am offline, the ticket gets auto closed. I feel trapped, cannot move around and do anything (character is naked and TR prepped), cannot log into another character and miss the response from the GM without starting all over again, further delaying my play time. Starting to feel like a sucker for paying you guys VIP subscription money.

[Salamandar]

Michelle I am begging you for your help, I have been waiting for 5 hours on in in-game support ticket without any response (Ticket #3629283), I have given them my LOC and am stuck mid TR literally in Limbo until I get a response, which I cannot seem to get. Is the VIP support ticket system no longer functioning? Is 5 hours a reasonable time to wait, especially since we all know if i'm not "johnny on the spot" with an immediate GM response or if god forbid I am offline, the ticket gets auto closed. I feel trapped, cannot move around and do anything (character is naked and TR prepped), cannot log into another character and miss the response from the GM without starting all over again, further delaying my play time. Starting to feel like a sucker for paying you guys VIP subscription money.

Doe has responded and I am restored! My thanks!
-Salamandar

[SSG_Alkaid]

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article (https://help.standingstonegames.com/hc/en-us/articles/115002418807-How-do-I-get-help-) to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

[ComicRelief]

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article (https://help.standingstonegames.com/hc/en-us/articles/115002418807-How-do-I-get-help-) to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

So, on your new support page, it says there's a big, orange "get help" button on the right. I don't see that - I see a big, orange (that turns red when hovered over) "contact support" button. And clicking it goes right to the "Submit a Request" page. So that looks like it works, but seems to be bypassing the initial "get help" part.

Just FYI.
;)

[Krelar]

So, on your new support page, it says there's a big, orange "get help" button on the right. I don't see that - I see a big, orange (that turns red when hovered over) "contact support" button. And clicking it goes right to the "Submit a Request" page. So that looks like it works, but seems to be bypassing the initial "get help" part.

Just FYI.
;)

If you are on the main page (https://help.standingstonegames.com/hc/en-us) it says get help. As soon as you go to an article that goes away.

[ComicRelief]

If you are on the main page (https://help.standingstonegames.com/hc/en-us) it says get help. As soon as you go to an article that goes away.

Ah. However, it's the article that was linked and the article which has the instructions, so may still want/need to modify. Also, if you click on the LotRO/DDO pictures to get to the game specific pages, they still have just the "Contact Support" buttons, not the "Get Help" buttons.

So the only place I see the "get help" button is on the main page, which does not have the 'instructions' on it.

Just seems a bit inconsistent, is all. Consistency is good. Just trying to help 'iron out' the 'bugs'.
;)

[Krelar]

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article (https://help.standingstonegames.com/hc/en-us/articles/115002418807-How-do-I-get-help-) to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

If you try and search for something but there are no results it just sits there. There is no feedback that it even attempted to search. Some sort of "No results found" message would be a good idea.

[danielakavalentine]

Bought shadowfell through amazon am not able to use activation key.

[valkrei]

I can log into this forum, I can log into the game but on your new help page it doesn't let me log in as if I don't exist. I also have a ticket I submitted last night, and I have been on just about all day long and no response to my in game ticket in regards to guild rename. As a returning player I am looking to rename the guild and begin recruitment. (but I want to wait until after the rename of course).

[BMK]

Michelle, I've submitted 3 tickets to Customer Service over that last week with still no answer to my problem. Not, one ticket has been responded to. That is terrible..... I'm a VIP member and I don't have access to Storm Horn in Evening Star. It tells me that I have to purchase it from the DDO Store. But there is nothing to buy in the DDO Store when I go there. Please help with my situation.

Thanks






Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

[Cordovan]

I can log into this forum, I can log into the game but on your new help page it doesn't let me log in as if I don't exist. I also have a ticket I submitted last night, and I have been on just about all day long and no response to my in game ticket in regards to guild rename. As a returning player I am looking to rename the guild and begin recruitment. (but I want to wait until after the rename of course).

The help log in is only necessary if you want to check on the status of your ticket, and uses a different account than your forum or game account. It's a unique system not tied into the game login.


Michelle, I've submitted 3 tickets to Customer Service over that last week with still no answer to my problem. Not, one ticket has been responded to. That is terrible..... I'm a VIP member and I don't have access to Storm Horn in Evening Star. It tells me that I have to purchase it from the DDO Store. But there is nothing to buy in the DDO Store when I go there. Please help with my situation.

Thanks

Storm Horns quests are part of the Shadowfell Conspiracy expansion pack, and can be purchased from the DDO Market here. (http://store.turbine.com/store/turbine/en_US/list/categoryID.58733100/parentCategoryID.58516100) We apologize for the confusion.

[Uamhas]

Is there a way to talk to a live human being regarding billing snafu?

[Grimlock]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.

[SteelBrigade]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.

Hi,

I'm in the same situation as well. Logged in yesterday and tried to buy 1 months sub via Paypal. Got a confirmation via in the DDO store and Paypal Email but no email from Standing stone. I logged a support issue @ https://help.standingstonegames.com/hc/en-us about 18 hours ago and still no response. I understand maybe a 24 hour turn around time on in game issues and such but this is a Money issue and should be handled with a little more speed. Sent word on Facebook and will start lighting the fires in other places.

Love the game .. so far.. terrible support

[Maktub]

Bought shadowfell through amazon am not able to use activation key.

I was successful when redeeming the code in the actual game DDO store.

[Screekyrie]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.

Same here, bought VIP through paypal on Sat have yet to get it, submitted two tickets with zero reply... complete BS.

Update: Still nothing

[Xendor]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.


Same here, I purchased coins and got the email from PayPal that it was received. When bought coins I did it online and filled out the purchase all the way to the ThankYou. Checked bank and PayPal has already withdrew it from there and it appears in PayPal as being delivered to (( Payment sent to accountsupport@turbine.com ))

I received this in the AM : I apologize for the inconvenience. We are aware of the issues with PayPal purchases not delivering content and are working with our payment team to have this issue resolved as soon as possible. Thank you for your patience, and we will update you when we have more information.

In the meantime, if you were trying to enroll in a VIP subscription to take advantage of the VIP gift, please be aware that we have extended the date for the free gift while we sort out this issue.

If it's all cleared to turbine? give us the purchases.... I hate to think what will happen when the 4/12/2017 VIP renewal attempts to go through....

[Vespero]

I had the same thing. Used Paypal (my bad), and still haven't received points 6 days later. How hard is it to log into something and assign some GD points to an account.
We aren't even talking about real goods. It is virtual money that affects pixels FFS. Just do it.

I have begun the Paypal refund process on this ********. SSG needs to get their act together.

[RogueMaster]

Excerpt from "RogueMaster's Tips for Success":

If you're going to create a support site, don't leave it littered with links back to the old site that no longer exists.

[Xendor]

Not so true as of yesterday and today.......
""The help log in is only necessary if you want to check on the status of your ticket, and uses a different account than your forum or game account. It's a unique system not tied into the game login.""

on the SSG HELP page you get GET HELP and a popup with 5 choices

HOT TOPICS LORD OF THE RINGS ONLINE
DUNGEONS & DRAGONS ONLINE ACCOUNT & BILLING QUESTIONS
TECHNICAL HELP

In order to Submit a Ticket you need to select a subcategory with a Category and then click the GET HELP button.
Then chose one of eight choices to continue on till submission.

It no longer has the option in the TOP RIGHT, by login, to track tickets/submissions or what ever it was called before. It's gone and you only have your emails to track it now unlike the DDO Ingame "Track Tickets"

[lifestaker]

It no longer has the option in the TOP RIGHT, by login, to track tickets/submissions or what ever it was called before. It's gone and you only have your emails to track it now unlike the DDO Ingame "Track Tickets"

Click on your name, and my activities. That is assuming you are logged in.

This will show all your bug reports filed on the site, when they were filed, and when they were last updated (by SSG or yourself).

Just tested it on my own bug reports and they still show up, now 12 days without anyone responding to them (save me) or providing any form or update or communication. But it is there.

[Xendor]

Click on your name, and my activities. That is assuming you are logged in.

This will show all your bug reports filed on the site, when they were filed, and when they were last updated (by SSG or yourself).

Just tested it on my own bug reports and they still show up, now 12 days without anyone responding to them (save me) or providing any form or update or communication. But it is there.

Seems cookies keeps getting disabled. Enabled it and I saw my name and your right can see them from there now.
Will have to check FireFox and see why I have to enable it each time.
Thanks

[fenrir_bloodmoon]

Returning customer and i get charged 3 times for vip because of an apparently known problem with paypal. ignored for 8 days only to be told that this is a known issue, no mention about if they will refund me or give me compensation and then ignored again . not impressed with this service.

[Delbish]

Returning customer and i get charged 3 times for vip because of an apparently known problem with paypal. ignored for 8 days only to be told that this is a known issue, no mention about if they will refund me or give me compensation and then ignored again . not impressed with this service.

There isn't just issues with VIP Purchases... Some of us purchased the DDO Expansions from the DDO Market and the Product Codes we received are not working at all... So the money has been paid for Products that are not being delivered... Then when a ticket is opened up in order to either get a refund or get the problem resolved, all we get is nothing... No responses what so ever, beyond the initial e-mail auto-response showing the ticket is posted... It's almost as if every ticket made is being treated as a Bug Report rather than a Real Customer Service Issue needing immediate attention...

This all makes me wonder if we are being scammed or the company is on the verge of going belly up, and our money is being either held hostage or out right stolen... It has been a week almost since I first encountered this issue, and lots of other folks have had it even worse with 2+ weeks or even greater, without any response at all... If this continues for too much longer, then either the company needs to be reported to the Better Business Bureau and/or a Fraud/Reverse Payment Report needs to be filed with our Card companies...

I'm trying to be patient and hope that it's just a simple issue their having and we'll be all fixed very soon, but it's very frustrating when you've paid money for services/products that have not been delivered, and the only means of communication is via a very slow Online Ticket System with no actual person we can talk to and get the problem resolved quickly... Even an Online Live Customer Support system would be preferable to their current lack of customer support response... These are not in-game bugs we're trying to fix, these are Purchasing Issues, where a company has been paid already and we've gotten nothing in return...

[lunah69]

There isn't just issues with VIP Purchases... Some of us purchased the DDO Expansions from the DDO Market and the Product Codes we received are not working at all... So the money has been paid for Products that are not being delivered... Then when a ticket is opened up in order to either get a refund or get the problem resolved, all we get is nothing... No responses what so ever, beyond the initial e-mail auto-response showing the ticket is posted... It's almost as if every ticket made is being treated as a Bug Report rather than a Real Customer Service Issue needing immediate attention...

This all makes me wonder if we are being scammed or the company is on the verge of going belly up, and our money is being either held hostage or out right stolen... It has been a week almost since I first encountered this issue, and lots of other folks have had it even worse with 2+ weeks or even greater, without any response at all... If this continues for too much longer, then either the company needs to be reported to the Better Business Bureau and/or a Fraud/Reverse Payment Report needs to be filed with our Card companies...

I'm trying to be patient and hope that it's just a simple issue their having and we'll be all fixed very soon, but it's very frustrating when you've paid money for services/products that have not been delivered, and the only means of communication is via a very slow Online Ticket System with no actual person we can talk to and get the problem resolved quickly... Even an Online Live Customer Support system would be preferable to their current lack of customer support response... These are not in-game bugs we're trying to fix, these are Purchasing Issues, where a company has been paid already and we've gotten nothing in return...

The same thing has happened to me. I've opened a ticket, emailed, posted here, PM'd head CS, messaged on facebook and got nothing in return. Not even a "hang in there, we're working on it". The lack of respect is what gets me the most frustrated. We have payed REAL money. An expansion pack isn't cheap. It's not something i have bought in the blink of an eye. I'm feeling frustrated and am really thinking of just handing it over to paypal :/

All they have to do is reply to our tickets/emails and tell us they are working on it.. but instead of this, it feels as if we are talking to a brick wall. Frustrating!

[aclipscomb]

The same thing has happened to me. I've opened a ticket, emailed, posted here, PM'd head CS, messaged on facebook and got nothing in return. Not even a "hang in there, we're working on it". The lack of respect is what gets me the most frustrated. We have payed REAL money. An expansion pack isn't cheap. It's not something i have bought in the blink of an eye. I'm feeling frustrated and am really thinking of just handing it over to paypal :/

All they have to do is reply to our tickets/emails and tell us they are working on it.. but instead of this, it feels as if we are talking to a brick wall. Frustrating!

Wish I'd seen this thread before I dropped some money on the Underdark series. I'm having the same problem. Has anyone been able to communicate with a human being at Standing Stone?

[cdbd3rd]

Wish I'd seen this thread before I dropped some money on the Underdark series. I'm having the same problem. Has anyone been able to communicate with a human being at Standing Stone?

I received word earlier that CS_Alkaid is indeed working behind the curtain to get things improved in the CS department. I don't know if there's a personnel issue, or some technical issues.

For whatever my words are worth, there is work going on in the shadows.

That said, I can totally understand the frustration of issues hanging unresolved as long as they have. I know if I was new, I'd be sorely tempted to walk away. Hopefully for most, the good still outweighs the bad and they decide to stick it out.

*dismantles makeshift podium* :o

[dedreo]

It's incredibly too bad when I had to slick my main HD (yea that always sucks, go figure), but when I re-install DDO, It logs me in fine, but with no character info (the front screen looks blank, and I'm VIP with 5 toons), and I can't find anyway to contact anyone except for putting in a ticket. Seems very lackluster to me compared to both how DDO used to be, and how I think any MMO should be. Searched all over web, no customer support number or anything.

*This is also noting I know they moved recently to standing stone, actually contacted old customer support in hopes of getting forwarded, but they could not (apologizing all the way), but through decent web-fu searching, no contact except to drop a ticket atm...that's kinda *** to me.

EDIT: Still waiting, and wanting to help my meager warlock of 12+ past lives, not like I haven't been around....

SECOND EDIT: For the love of gods and goddesses, get a CS number somewhere!!!

FINAL EDIT: seems fixed now, thanks, just wish it were better formatted, but still, tyvm! All look good so far

[cdbd3rd]

It's incredibly too bad when I had to slick my main HD (yea that always sucks, go figure), but when I re-install DDO, It logs me in fine, but with no character info (the front screen looks blank, and I'm VIP with 5 toons), and I can't find anyway to contact anyone except for putting in a ticket. Seems very lackluster to me compared to both how DDO used to be, and how I think any MMO should be. Searched all over web, no customer support number or anything.

*This is also noting I know they moved recently to standing stone, actually contacted old customer support in hopes of getting forwarded, but they could not (apologizing all the way), but through decent web-fu searching, no contact except to drop a ticket atm...that's kinda *** to me.


Yeah, there hasn't been any phone support for a while now.

For the problem you describe -and don't hate me for asking this - did you log back in to the correct server?

(It happens. Was talking to an old friend this past week who stopped playing years ago cuz when he logged in his characters were gone. He admitted he hadn't paid attention to what server he had been on, or logged in to recently, having always just gone with the one on top of the list.)

[dedreo]

Yeah, there hasn't been any phone support for a while now.

For the problem you describe -and don't hate me for asking this - did you log back in to the correct server?

(It happens. Was talking to an old friend this past week who stopped playing years ago cuz when he logged in his characters were gone. He admitted he hadn't paid attention to what server he had been on, or logged in to recently, having always just gone with the one on top of the list.)

Wow...okay so apparently yea, it has me logged into a diff server at the time. Either way, it's all good now, and I feel pretty stupid, lol.

[lunah69]

Wish I'd seen this thread before I dropped some money on the Underdark series. I'm having the same problem. Has anyone been able to communicate with a human being at Standing Stone?

Nope.. There is no communication at all. Well, there is from our/my part. The tickets, emails, PMs but there is a complete lack of communication on their behalf. Very frustrating :( It's apparently impossible to reply to our tickets!!

[cdbd3rd]

Wow...okay so apparently yea, it has me logged into a diff server at the time. Either way, it's all good now, and I feel pretty stupid, lol.

No need to feel that way. It happens a lot, to a lot of folks.

Glad it was the right fix for ya. :)

[PnPurist]

Three tickets , two weeks and no word on my underdark purchase.
There have been 1500+ tickets since my last one. It seems impossible for them to even catch up if theyre this far behind.

Obviously this company needs to be fired as anyone with this poor a track record would in any industry.

Just resend a working code.
It's that easy.




I received word earlier that CS_Alkaid is indeed working behind the curtain to get things improved in the CS department. I don't know if there's a personnel issue, or some technical issues.

For whatever my words are worth, there is work going on in the shadows.

That said, I can totally understand the frustration of issues hanging unresolved as long as they have. I know if I was new, I'd be sorely tempted to walk away. Hopefully for most, the good still outweighs the bad and they decide to stick it out.

*dismantles makeshift podium* :o

[lunah69]

Three tickets , two weeks and no word on my underdark purchase.
There have been 1500+ tickets since my last one. It seems impossible for them to even catch up if theyre this far behind.

Obviously this company needs to be fired as anyone with this poor a track record would in any industry.

Just resend a working code.
It's that easy.

1500?? :O Wow now i'm scared..... So what are our options? Wait longer or try to get our money back? I've been here since 2009 (off and on) and i just want to play. I really don't feel like getting them into trouble, if we all would hand it over to paypal that's what they will be in. But this is just ridiculous? I've no idea what to do.

[PnPurist]

I paid with a debit card and I can't get them to refund it. IDK.

How hard could it be to have software that knows not to give invalid game codes?

Are they criminals? Has DDO become a scam? fishing for people too lazy to take action? It's obviously time the people peripherally involved in this game to start holding this company accountable.

Thumbnail is a screenshot of the # of tickets since my first and most recent
https://thumb.ibb.co/bVUST5/screenshot_mail_google_com_2017_04_28_10_32_24.png (https://ibb.co/bVUST5)


1500?? :O Wow now i'm scared..... So what are our options? Wait longer or try to get our money back? I've been here since 2009 (off and on) and i just want to play. I really don't feel like getting them into trouble, if we all would hand it over to paypal that's what they will be in. But this is just ridiculous? I've no idea what to do.

[cdbd3rd]

....<stuff>...

Warning retracted. Carry on.

[lunah69]

2 for 2.

Since you're fairly new, I'll try suggesting that you might want to take a stroll thru the forum rules (top of every page). Effective communication doesn't require insults.

I agree :) But i can imagine people (<-- myself, sometimes) get frustrated. There is no need for insults, but it's frustrating, not to be heard. When you open a ticket, PM head CS, post here on the forums, and nothing happens. No-one "bothers' to reply. I can imagine people get mad. Some people have waited for nearly 3 weeks now. The money is taking out of our accounts and nothing happens. It's not about the code not working, at least it isn't for me. Things like that do happen, but the lack of communication is just frustrating. Not 1 word, nothing. :/

So yea, i can imagine people get angry. I know it's pointless so i refrain from venting my frustrations myself but i do understand the ones who do. This is not our fault. SSG has messed up and they need to sort this, soon.

[PnPurist]

Assumptions

I've been playing since 2008 & poured a ton of money into this game. The idea that I should court the forums until I've proven myself to be worthy is So very .. internet.

[cdbd3rd]

I've been playing since 2008 & poured a ton of money into this game. The idea that I should court the forums until I've proven myself to be worthy is So very .. internet.

That is not what I said. I said I was taking the time to give you a friendly heads up because you were new. If you're posting knowing full well what you're doing, I simply retract my posts and let the chips fall where they may.

[cdbd3rd]

I agree :) But i can imagine people (<-- myself, sometimes) get frustrated. There is no need for insults, but it's frustrating, not to be heard. When you open a ticket, PM head CS, post here on the forums, and nothing happens. No-one "bothers' to reply. I can imagine people get mad. Some people have waited for nearly 3 weeks now. The money is taking out of our accounts and nothing happens. It's not about the code not working, at least it isn't for me. Things like that do happen, but the lack of communication is just frustrating. Not 1 word, nothing. :/

So yea, i can imagine people get angry. I know it's pointless so i refrain from venting my frustrations myself but i do understand the ones who do. This is not our fault. SSG has messed up and they need to sort this, soon.

I absolutely agree with all of that. Even only having 1 minor issue myself right now, I can see where folks are rightly upset with CS at the moment - especially those like you who have bought codes that are erroring out.

Like I just posted to PnP', it's not the frustration that I was warning against but simply the included insults that were going to draw attention from the Frax Monster. Some new folks come from forums that are not strictly moderated. (An error I have rectified. Heh.)

[PnPurist]

I absolutely agree with all of that. Even only having 1 minor issue myself right now, I can see where folks are rightly upset with CS at the moment - especially those like you who have bought codes that are erroring out.

Like I just posted to PnP', it's not the frustration that I was warning against but simply the included insults that were going to draw attention from the Frax Monster. Some new folks come from forums that are not strictly moderated. (An error I have rectified. Heh.)

But it's not just at the moment I've been seeing this kind of problem in posts going back a year. SS owns the whole game now. And you guys are the only ones we can talk to...

It comes across as sketchy to me

[lunah69]

16 days... that's how long it has been since i've purchased a fubar MotU code, 16 days since my money was taken out of my bank account. And i haven't heard anything from CS. I've even PMed head CS on here and nothing. No-one even bothers to reply. I'm disgusted by how long this is taking. Very frustrating :(

[Bumbleberg]

I used to have my account subscription through turbine, just tried logging into my DDO, it said "No subscription found!"
How do I get a new subscription so I can get access to my old DDO account?

[Vyrzain]

I used to have my account subscription through turbine, just tried logging into my DDO, it said "No subscription found!"
How do I get a new subscription so I can get access to my old DDO account?


There maybe something wrong with the DDO account center as MarieJoelle and myself are having issues.
For me it started today in the early AM.

Maybe See..
https://www.ddo.com/forums/showthread.php/486771-Subscription-Cancellation-__WHY?p=5976363&posted=1#post5976363

[HouseofCastelle]

I'm at 21 days. They replied to my ticket today, for the first time. The problem is that I can't get access to content I've purchased (shadowfell). When I try to apply the code in the store, it says I already own it. I think this is due to me buying the dragonborn, which is included in the shadowfell pack too. So they will need to manually give me the content, which must be too much of a hassle.

I've made my replies to the ticket, and I'm hoping I don't have to wait another 21 days for a resolution..


<Update!>
They have now manually added the content. I'm all set. So, it may take a bit to get support, but they did resolve the issue once they got to it.

[lifestaker]

Wow 21 days for your resolution, think that is the fastest time yet. Good job. Any tips on what to bribe them with to respond to an issue?

If you read that sarcastic, note that I am still waiting for response/resolution since March, and have given up on SSG support doing anything, to include existing, despite my normally positive outlook on things.

[HouseofCastelle]

Wow 21 days for your resolution, think that is the fastest time yet. Good job. Any tips on what to bribe them with to respond to an issue?

If you read that sarcastic, note that I am still waiting for response/resolution since March, and have given up on SSG support doing anything, to include existing, despite my normally positive outlook on things.


I haven't figured out how to bribe them..
I did have two different support reps reply to me. So there must be more than one in existence..

[Akaranda]

I've had a ticket in for 11 days now about my MoTU code not going through because of the "You already own this" error, no response yet. Its both comforting and terrifying that customer service times are even longer for others.

[fjolnir]

I not liking this new company, i been playing for 10 and 1/2 years and have 2 accounts.. no phone number to call for real customer support just a stupid CS page that does not work... PLEASE HELP ME I AM TRYING TO GET INTO THE DDO STORE, I HAVE GOT SO MANY DDO COIN.. IF NOT I WILL CANCEL MY ACCOUNTS.. MY EMAIL IS * (Folkvang_weeman@Outlook.com)email address removed for privacy*

[Misty_Mtn_Marauder]

SSG should update the first entry of this thread for people looking to submit tickets. The current initial entry (from December 2016) only provides a now closed link to Turbine account maintenance.

I had to do a bit of digging in order follow the advice of an SSG employee to "contact account maintenance" from another thread, because no link was provided in the other thread, and because this thread has not been updated since the SSG website became the place to submit inquiries. I eventually found the following link, and my issue was easily resolved. However, finding this link was not so easy.

https://help.standingstonegames.com/hc/en-us/requests/new?ticket_form_id=527468

[MarcusCleardawn]

The help log in is only necessary if you want to check on the status of your ticket, and uses a different account than your forum or game account. It's a unique system not tied into the game login.



Storm Horns quests are part of the Shadowfell Conspiracy expansion pack, and can be purchased from the DDO Market here. (http://store.turbine.com/store/turbine/en_US/list/categoryID.58733100/parentCategoryID.58516100) We apologize for the confusion.

No they can't. At least not according to your account services rep who emailed me and said that you don't recognize "ANY" third party retailers. I don't understand why you allow sites like DDO Market, Amazon, etc. to "offer for sale" the expansions when you say that you do not recognize any 3rd party retailers. I find it bizarre that these 3rd party retailers that you do not recognize or honor all have the same terms for the same products, but for whatever reason Standing Stone Games has decided not to honor those sales. You should protect your trademarks, goodwill, etc. and contact DDO Market, Amazon, Steam and other 3rd party retailers that you do not recognize and have them pull those products.

[wizbang00069]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

[JOTMON]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

They no longer have phone support.

[wizbang00069]

They no longer have phone support.

anyone know what the inaccessible message means ? I would like to know if it was caused from the update or if it means something else,

[wizbang00069]

Can anyone one tell me how I can get help on a ticket I have waited a week no reply to multiple inputs on my ticket

[JOTMON]

Can anyone one tell me how I can get help on a ticket I have waited a week no reply to multiple inputs on my ticket

try sending a PM to CS_ALKAID

[wizbang00069]

try sending a PM to CS_ALKAID

Thank you I will try

[darjir]

How can you send a PM to anyone here? No phone support?! Sounds like we are taking a step back. This error with codes already being used is insane. If I dont hear back from them by Monday 9/18/2017 I will reverse the charges and seriously consider dropping my VIP from 2 accounts and finding another game. Standing Stone Games help email is useless seeing as how it doesn't exist. Probably like their customer service department. More than 3 days on any issue regarding purchases is unprofessional and shoes that they have now concern for their CUSTOMERS.

[Zendrakkos]

Years ago my wife and I played this game together and used two seperate accounts. Now she no longer is my wife and subsequently no longer plays. Is there a way to merge her account with mine?

Thank you in advance for your help.

[Caoilfhion]

I have had two help requests in at the standing stones site now for in excess of 20 days and they haven't even been looked at despite my having had a VIP account since DDO started. I received an automated email to say they would be looking at them and that was it. While customer service was fairly ordinary under Turbine it was a hell of a lot better than it is now. As I live in Australia, I never see an in game GM and have not had a response from one whilst playing since the early days of DDO. I get the impression that standing stone games is not making anything like a real effort in Customer service at all while ramping up prices to extract as much money as possible, witness Ravenloft, Its very dissapointing as DDO with some graphics updates could be very competitive with other games out there.

[Wombatman42]

Sadly I'm late to this thread and am apparently out $50 for an Amazon purchase of Shadowfell Collector's edition. After a 4 year absence I jumped back into the game and was enjoying myself. Based on what I've read this was a terrible decision. This is their game and SSG is doing nothing to fix the situation? Not even contacting Amazon? Just awful (lack of) customer service.

[fjolnir]

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article (https://help.standingstonegames.com/hc/en-us/articles/115002418807-How-do-I-get-help-) to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

[TitusOvid]

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

Open an ingame ticket. Doesn't mean you will have more luck but it is another possibility for contact.
If you write me a message here on the forum and describe in detail what is happening, I will try to help you out. You can open a thread too of course.
Another possibility is to log into discord http://discord.me/ddodiscord and ask the playerbase for help there.
I get more help from other players than CS.

Good luck.

[Diesel_Smurf]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!


Just one question

Why is there no Customer Support phone number to call?

[DemonLouie]

I don't know who I got permission locked with this. I just signed up, is it something to do with that?

[Bigdatt]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...

[Mindos]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...

Is there a code anywhere that you can type into the in-game store, redeem code section?

[Mindos]

I don't know who I got permission locked with this. I just signed up, is it something to do with that?

If I remember correctly, there is a short time period when new accounts have reduced permissions. Actually, I'm not sure if its time or post count related.

[Mindos]

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

The biggest problem with codes is copy pasting them in, and accidently copying the ' or " marks at the beginning or end.

[Kinerd]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...

in my experience, when i dispute such transactions with the CC company, merchants suddenly get very interested in getting in touch with me, even if they had just spent weeks ignoring me.

it's not your job to deliver the product you paid for. it's their job. if they can't even be bothered to provide an easy way for you to notify them of their error, why should they get to keep your money?

[Mindos]

in my experience, when i dispute such transactions with the CC company, merchants suddenly get very interested in getting in touch with me, even if they had just spent weeks ignoring me.

it's not your job to deliver the product you paid for. it's their job. if they can't even be bothered to provide an easy way for you to notify them of their error, why should they get to keep your money?

I think DDO goes scorched earth total war, and bans you from the game if you do a chargeback. I could be wrong, I've never tried it. If someone wants to test this, you may have to make a new forum account to let us know how it went. ;)

[Gnoshious]

Just one question

Why is there no Customer Support phone number to call?

How long does it take for support to reply to a ticket?

[sugarban]

Thanks

[spacewolfplayer]

I'm still waiting on someone from support to contact me about how to either add the subscription time I purchased or how to get a refund since the support staff is to unresponsive!

it's been 2 days. that is unacceptable for any company in my opinion.

[Mindos]

All these new players! Just turning around and walking back out the door, never to return. SSG, what do you think they will tell their friends about their brief time here? So many just made accounts, with only 1 post, asking for help.

SSG isn't doing right here- and that's the bottom line.

SHAME. SHAME ON YOU SSG.

[spacewolfplayer]

And now I have disputed the charges on my CC since this company refuses to respond.

[cdbd3rd]

https://media.tenor.com/images/68c67d3b1d8f72613381dde0bd0c2715/tenor.gif


:(

[Vychos]

I'm still waiting on someone from support to contact me about how to either add the subscription time I purchased or how to get a refund since the support staff is to unresponsive!

it's been 2 days. that is unacceptable for any company in my opinion.

What happened exactly? I am curious because I am in a similar situation.

I subscribed - my subscription page tells when my subscription will end, so it's considered active, but I have no access to VIP races, can't open quests on elite, and the panel on bottom right of character selection says premium account instead of VIP.

No contact from support in 5 days.

[Sakarab]

All these new players! Just turning around and walking back out the door, never to return. SSG, what do you think they will tell their friends about their brief time here? So many just made accounts, with only 1 post, asking for help.

SSG isn't doing right here- and that's the bottom line.

SHAME. SHAME ON YOU SSG.

I've been trying to get assistance via their official help site, twitter, and here for over 7 weeks. Nothing...it's like I've been ghosted.

I would LOVE to know what the heck is going on with their customer service department right now. Does anyone know of an actual phone number to call?

[Lyles]

What kind of customer service doesn't have a number to call?

[Diesel_Smurf]

What kind of customer service doesn't have a number to call?


Exactly

The only support I can find is at the bottom of my receipt

https://help.standingstonegames.com/hc/en-us?mobile_site=true

[Diesel_Smurf]

Ok found this. DDO trademark is owned by Wizards of the coast.

Here is Wizards of the Coast Customer support number

Can't hurt to try!!!

If anything they should be able to get in contact with someone, doubt they want to be affiliated with a company who won't talk on the phone with their customers!!!!

+18003246496

[armagodden]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first (https://www.ddo.com/forums/showthread.php/481715-Standing-Stone-Games-A-message-from-Rob-Ciccolini?p=5909095#post5909095). We also have a general FAQ (https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ) set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com (http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic) to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

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Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

so my ticket has been active on sarlona since the 06/07/20 and i opened a ticket stating how upset i am and all i got was ignored on my original ticket and a threat of action against my account, i have been a customer since 2009 and this should not be how you repay your long standing paying customers, there is simply no excuse for how your team handles (or fails to handle) tickets from your player base. Multiple players are aware of how your team has left me hanging and threatened action against my account for trying to get the attention my ticket deserves, which by the way is in regards to a known issue that is not difficult to resolve. i will be cancelling my subscription and all future ddo store interactions. Shame on you SSG.

ALSO.. for anyone reading this who would like to escalate this to another platform (unless SSG chooses to remove this link - as i believe all they do for customers at this point is take their money and leave them hanging when an issue arises) please check out this link https://www.bbb.org/us/ma/needham-hgts/profile/video-game-dealers/standing-stone-games-llc-0021-188406

[Diesel_Smurf]

I'm appalled by their handling of your situation.
Following you out the door.
Cancelling my automatic payments with them and leaving game all together.
Took screenshots of this thread to post everywhere

[Diesel_Smurf]

I'm appalled by their handling of your situation.
Following you out the door.
Cancelling my automatic payments with them and leaving game all together.
Took screenshots of this thread to post everywhere

Wouldn't be surprised if they delete my account on forum now. Which by the way I've also been playing since 2009