Day 10 Of No Response From Cust Service ... ? Please help

[fevets69]

Guys I'm not sure what is going on here but this is day 10 that I purchased MotU expansion and it just says the product key is invalid. Turbine as well as In game support tickets have gone completely untouched for 10 days now. This is a little ridiculous and I would really appreciate some help. Thank you

[cdbd3rd]

You and several others here in the help threads. :(

As a past proponent of recent improvements of CS
in-forum activity, I can only offer a...



http://www.sherv.net/cm/emoticons/blue-face/i-dont-know-smiley-emoticon.png .... I dunno what's going on. http://img.photobucket.com/albums/v485/familycow/Smileys/smiley-confused013.gif

[lunah69]

Guys I'm not sure what is going on here but this is day 10 that I purchased MotU expansion and it just says the product key is invalid. Turbine as well as In game support tickets have gone completely untouched for 10 days now. This is a little ridiculous and I would really appreciate some help. Thank you


I feel your pain :( I'm waiting too, at least it's a comforting thought that we're not alone. I'd be really worried then. There's more of us and one has already been helped. That's good too. Hopefully it will get sorted for us soon too. All we want to do is play, AND be heard. Good luck to us :)

[john13169]

we got a response twice! and thennnnn it stopped... customer serice is terrible on responding. itll be 2 weeks for us soon that the issue isnt resoloved. all we want is the account back. it got locked out. and the email linked to it is so old we do not remember password... were paying on a game we cant even unsub from or play... :(

[ringoh]

I feel your pain guys even though I would admit my problem isn't as big as yours xD. Customer Service is absent for a long time now and its not cool alot of people are ****ed.

[lifestaker]

10 days?..... try waiting almost 2 months. I still am waiting for any update to my open issue from early March.

[lunah69]

10 days?..... try waiting almost 2 months. I still am waiting for any update to my open issue from early March.

That's just ridiculous. But it doesn't matter whether it's 10 days or 2 months, fact is it's disrespectful to us all, to just let us wait and guess, without even the shortest message from CS. Makes me feel as if they just don't care.

[john13169]

That's just ridiculous. But it doesn't matter whether it's 10 days or 2 months, fact is it's disrespectful to us all, to just let us wait and guess, without even the shortest message from CS. Makes me feel as if they just don't care.

they for sure dont seem like they care about their customers at ALL anymore. we had better luck years ago... if we didnt love the gameplay of this game, and the YEARS spent TRing and spending time on it. we would be done JUST because of the customer service

[Methin85]

Going on a week with no response from customer service about recovering my old account.
I used to play a few years back and I don't have access to the email tied to the account anymore (stupid yahoo). I saw the option in the FAQ to recover the info based on account details, submitted the info, and now have been waiting 7 days. today I got an email from turbine to reset a password...to the temp account I made to contact support about my old account.

[TitusOvid]

Is it possible for you guys to reverse your money back for purchases? No Service, no money.

And I have to say that information politics of this company has reached new lows.

[Methin85]

I wish it were that simple. all and all I think I have spent well over 400.00 on this game not including sub fees. I really do like the game I just would hate to lose all the work I put into the characters and the items on my old account. I hope SSG CS reads these and lets us know what is going on with the support.

[sveneyem]

Argh - it always pains me to hear that the customer service is not up to par.

This may be something some are already doing, but I thought I would post a bit of advice from someone that used to run MMO Customer Service groups (including starting Turbines many, many years ago).

1. The squeaky wheel gets the grease. If you have not heard back from the customer service person, shoot them another ticket asking if there is any progress. Oftentimes they will have 100s of open tickets, and they are getting to the low-hanging fruit. If you have a hard case, it is human nature to put it off and answer ten other questions, then run out of time and think - "I will do it tomorrow" only to find that tomorrow comes with 100s more tickets waiting.

2. KILL THEM with KINDNESS. Likely Turbine has gotten to the place where they cannot afford the number of customer service reps that they need. So, the poor buggers that are actually doing the job are overworked (and possibly under paid). If you are super nice they will likely want to help. If you are super mean, well, remember that they have 100s of other questions that they could be working on.

3. Refer to number 1, but not so much that it causes them to spam filter you. Add some humor if you can: Send an email once a day to find progress. "Hey, sorry to be a pain, but I *really* love DDO, and I can't play... Is there any progress on my issue? Do you take bribes? Can I send you a bottle of Scotch? :-) " Back in the Asheron's Call days, a player got banned for an unattended combat macro - he sent in a *VERY* funny email excuse. While it did not get him off the hook, it may have got him some leniency...

Anyhoo - it does suck that we have to resort to this and that service has fallen by the by. But I do hope this helps some folks get the attention they need to solve their problems!

Sven

[Hargen]

I am having similar issue with Customer service not reporting. Bought MoTU expansion pack but the account did not upgrade from free to VIP.

7 days and waiting on what should be a simple fix.

[MasterKernel]

Bought MoTU expansion pack but the account did not upgrade from free to VIP.
And it shouldn't. VIP = 1 (3-6-12) month(s) of subscription.

[Hargen]

Sorry I meant upgrade to Premium after purchasing MoTU. It is still a free account.

[Miow]

Sorry I meant upgrade to Premium after purchasing MoTU. It is still a free account.

Were you able to enter the code?

[Hargen]

Yes I did, and got all of the contents that came with the pack.

[Captain_Wizbang]

When it was released, we had a small issue with firewall settings and if I remember correctly, what server you're using, and what version of windows as well.

Ive seen a few minor issues with customer service in the WB to SSG transition. But tickets are being answered and processed.