Customer Service

[Infinitedrift]

Is it just me, or has customer service here basically gone out the window?

If you make a drastic change to a character class, is it not a reasonable request to allow that class a character reset? I put in this ticket:

ID#: 3601744 Status: Closed Updated: 12/22/16 07:06 AM

Description:
Hi, I was unaware of the drastic changes that were about to occur with the monk class, so I had planned to take 5 levels of rogue to get the top tier abilities. Also, adding spring attack to available monk feats would have changed my build options. May I have a heart of wood so that I can redo my character and exchange levels of rogue for monk? I no longer wish to have those now that you have made these changes. Thank you very much

History:
12/22/16 07:06 AM -+Rothgar+ : Greetings, I am a Senior Game Master. I apologize for any inconvenience, however the In-Game Support team does not provide free store items upon request. You are welcome to purchase a Heart of Wood from the DDO Store in order to change your build. Thank you.

This is insulting. Firstly, it insinuates that I expect freebies on request. That normally wouldn't bother me, but I have spent more on this single video game over the years than many people have on entire video game collections. I don't spend enough money here? At least in World of Warcraft, which is a lesser game to me, they would reset your talent trees if they made drastic changes. Why must I spend platinum to do it now that drastic changes have been made? Why must I spend an additional 20 dollars (after having just bought TP for cosmetics recently) to reset my character? It should be common courtesy for Turbine to provide a re-spec for people when they make drastic changes to a class. I don't expect this simply because I want [redacted] the company to "provide free store items upon request", I expect it because it's customer service, and it's normally the standard for MMO's. Having said that, I can easily afford the 20 dollars for a re-spec , but I refuse to do it out of principle. I shouldn't have to just because they made changes to a character while I was playing it. I have purchased almost the entire game worth of content. At that level, I should be considered a VIP, and more importantly, treated like one.

[MistaMagic]

Is it just me, or has customer service here basically gone out the window?

If you make a drastic change to a character class, is it not an unreasonable request to allow that class a character reset? I put in this ticket:

ID#: 3601744 Status: Closed Updated: 12/22/16 07:06 AM

Description:
Hi, I was unaware of the drastic changes that were about to occur with the monk class, so I had planned to take 5 levels of rogue to get the top tier abilities. Also, adding spring attack to available monk feats would have changed my build options. May I have a heart of wood so that I can redo my character and exchange levels of rogue for monk? I no longer wish to have those now that you have made these changes. Thank you very much

History:
12/22/16 07:06 AM -+Rothgar+ : Greetings, I am a Senior Game Master. I apologize for any inconvenience, however the In-Game Support team does not provide free store items upon request. You are welcome to purchase a Heart of Wood from the DDO Store in order to change your build. Thank you.

This is insulting. Firstly, it insinuates that I expect freebies on request. That normally wouldn't bother me, but I have spent more on this single video game over the years than many people have on entire video game collections. I don't spend enough money here? At least in World of Warcraft, which is a lesser game to me, they would reset your talent trees if they made drastic changes. Why must I spend platinum to do it now that drastic changes have been made? Why must I spend an additional 20 dollars (after having just bought TP for cosmetics recently) to reset my character? It should be common courtesy for Turbine to provide a re-spec for people when they make drastic changes to a class. I don't expect this simply because I want Turbine to "provide free store items upon request", I expect it because it's customer service, and it's normally the standard for MMO's. Having said that, I can easily afford the 20 dollars for a re-spec , but I refuse to do it out of principle. I shouldn't have to just because they made changes to a character while I was playing it. I have purchased almost the entire game worth of content. At that level, I should be considered a VIP, and more importantly, treated like one.

1)There have been many classes changes over the last year and no one else got a heart so why should you?
2) Turbine no longer has anything to do with it

[Infinitedrift]

I'm not saying that I should, and that everyone else shouldn't. I'm saying that everyone should now, and should have the entire time. The fact that you point out that the discrepancy has always been there, doesn't somehow make it no longer a discrepancy.

[NXPlasmid]

Is it just me,


Yes it appears to be just you. Major changes to the monk were announced back in March or something, and then were on Lamannia in August or September, and then Steelstar said they would be seeing how the changes were and making some additional ones as needed... just level up and TR if you don't want to spend $$ on a heart.... The "dev tracker" and "lamannia forum dev tracker" are very useful...

[notanotherbloodyname]

Any class is now so op that free stuff is never going to be offered.

Designing specific builds then asking for freebies when there is a change is certainly never going to happen.

My last class was going to be a rouge/arti rep xbow something, half way through I made it a cleric life and to be honest couldn't be bothered to go through the storage toons to make it work. It was a mess and still cruised to 20, mainly solo on elite and that was a cleric/rouge/arti with a heavy repeater and no planning and no proper gear other than a GS heavy rep xbow.

If you cant make monk work to 20 then try something easier, like LEGO.

[Infinitedrift]

Yes it appears to be just you. Major changes to the monk were announced back in March or something, and then were on Lamannia in August or September, and then Steelstar said they would be seeing how the changes were and making some additional ones as needed... just level up and TR if you don't want to spend $$ on a heart.... The "dev tracker" and "lamannia forum dev tracker" are very useful...

I took a long break from the game and just returned a few months ago. I was unaware they were making changes to neither that nor crafting. It isn't just me. My point is still valid; if a change is made to a class while someone is playing it, they should most definitely be allowed to reset..even the enhancement points. That is the industry standard in other MMO's. I am asking them to raise their standards. It really isn't that much to ask.

[Infinitedrift]

Any class is now so op that free stuff is never going to be offered.

Designing specific builds then asking for freebies when there is a change is certainly never going to happen.

My last class was going to be a rouge/arti rep xbow something, half way through I made it a cleric life and to be honest couldn't be bothered to go through the storage toons to make it work. It was a mess and still cruised to 20, mainly solo on elite and that was a cleric/rouge/arti with a heavy repeater and no planning and no proper gear other than a GS heavy rep xbow.

If you cant make monk work to 20 then try something easier, like LEGO.

Your circumstances were different. There is a difference between wanting a reset because of what YOU have done, and because of what THEY have done. In the first example, you are responsible for the changes, for the latter THEY are. It's unnecessary to attempt to belittle me with the "if you can't" statement by insinuating that I am marginal and should play little kid games. Totally unnecessary for you to get personal even if you disagree.

[Cantor]

They didn't take anything away from you. They added something you want more. There is no reason for a free respect.

[Infinitedrift]

They didn't take anything away from you. They added something you want more. There is no reason for a free respect.

That's an excellent counter, sir (or ma'am), to an argument I never made. When you falsify an argument and claim it represents someone else, just to make it appear weaker it is called "straw man fallacy". It could be argued however that it is the prerogative of the player that has been taken away. It could be argued that what has been taken from us, is our prerogative to choose spring attack at level 6 as a monk bonus feat. There isn't a way for you to spin this as if this idea is bad. A player should always be able to decide what they would like from the available options without having to pay cash (except when they are selling totally new content, of course; like packs, new classes, or new races for example). Likewise, as I have said before, in most other MMO's it is the industry standard to reset talent trees/characters when they make major changes to a class. I'm asking them to pick up that gauntlet and offer that customer service because it's good. I'm asking them to restore our prerogative.

[Mofus]

I do remember a few years ago, DDO made some kind of change in the game, and gave everyone a +20 heart of wood for free respecs. I'm not saying that this monk pass deserves one, but they have done some thing similar in the past if i'm remembering correctly.