Arlathen
03-24-2021, 04:05 PM
Customer Service is past being a joke, to the point where its Unacceptable. Truly Unacceptable. And its got to change.
My Issue
After performing an ITR last Friday 19th March, I ran into the bug where I had lost all my completed Epic Destinies (12/12). I levelled up a fresh Iconic life, even treated myself to a Heroic Otto's and Improved Epic Otto's to get back to Cap and raiding as quickly as possible, and this is where I discovered the problem as I could only take Toughness feats as Epic Destiny Feats. I had heard of people suffering this, and checking my character out it seemed to be the only problem - I still had all my Past Lives, my Tomes and my gear was all intact in the TR cache. So I logged an in-game ticket, and decided to continue playing my character as flagging Raids meant getting XP to fill those destinies up anyway and I had a 50% pot ticking away anyway.
Switch to today, 24th March, and I've completed 8/12 Epic Destinies again with some heavy raid flagging, and getting back to normal on my main character. I was even thinking of letting CS know not to bother with my ticket, I would just complete my destinies and move on with life despite the poor turnaround of Customer Service.
However, I'd been thinking of a fundamental shift in character build while this was all going on, so I resolved to do a LR to change build options after todays reset. Went through as normal, Got through to levelling 20-30, and lo and behold all my Epic Destinies are now empty again. Another 16 million+ XP down the drain. And not only that, my Quest Log is empty, my Favour totals are 0 for all Patrons, and my Wilderness Log is showing as uncompleted.
Yet again, I wanted to press on, simply wait out Customer Service getting back to me and keep playing when another bug hit me: any Quest or Raid that I had completed, but not handed in, would now not complete. I could keep receiving the reward up to the point of Quest Ransack. But I can never run the quest again, as its constantly showing as "finished, awaiting Completion" above the Quest Vendors head but won't complete through the Dialogue. I can't abandon the Quest, as its not in my Quest Log due to it being emptied. and to make matters worse, this is on Legendary Visions of Destruction, a Raid I wanted to run repeatedly.
This is an incredibly frustrating experience, severely hampered by the lack of response from Customer Service despite my logged ticket and the chase updates I put on it asking for help. The dialogue states a 12 Hour Wait, and here I am over 5 days later.
Everyone's Issue
And I know I'm not the only person suffering this. There are players out there with tickets unanswered for Weeks, even Months. The thought that I also have to wait through all of this is dreadful in the extreme, and seriously makes me reconsider playing any further which I thought is something that would never happen. I ignore Lag, I put up with it knowing its being worked upon, or there's a server restart coming to help. I re-run quests when I run into bugs that stop me completing them. I hurdle through the convoluted pay-schemes to make changes to my characters.
But the one time I really need help, when the character I've spent years and ££££ building is broken, and I actually log a ticket - Customer Service is nowhere to be found.
It's got to change. Just offering excuses or blame-the-other-guy reasons behind Customer Service failure is simply not good enough. Do something positive about it, and get your backlog sorted.
And fix my character.
:(
PS - Tried to upload some example Jpeg Images of the bugs I've encountered, but both the file uploader and the Insert Image fail to work, despite the images being less than 1024x768 in pixels and less than 200KB in size.
@Cordovan - If you can help, I've already PM'd you my account, Character and Server details as well as a Ticket ID. TIA.
My Issue
After performing an ITR last Friday 19th March, I ran into the bug where I had lost all my completed Epic Destinies (12/12). I levelled up a fresh Iconic life, even treated myself to a Heroic Otto's and Improved Epic Otto's to get back to Cap and raiding as quickly as possible, and this is where I discovered the problem as I could only take Toughness feats as Epic Destiny Feats. I had heard of people suffering this, and checking my character out it seemed to be the only problem - I still had all my Past Lives, my Tomes and my gear was all intact in the TR cache. So I logged an in-game ticket, and decided to continue playing my character as flagging Raids meant getting XP to fill those destinies up anyway and I had a 50% pot ticking away anyway.
Switch to today, 24th March, and I've completed 8/12 Epic Destinies again with some heavy raid flagging, and getting back to normal on my main character. I was even thinking of letting CS know not to bother with my ticket, I would just complete my destinies and move on with life despite the poor turnaround of Customer Service.
However, I'd been thinking of a fundamental shift in character build while this was all going on, so I resolved to do a LR to change build options after todays reset. Went through as normal, Got through to levelling 20-30, and lo and behold all my Epic Destinies are now empty again. Another 16 million+ XP down the drain. And not only that, my Quest Log is empty, my Favour totals are 0 for all Patrons, and my Wilderness Log is showing as uncompleted.
Yet again, I wanted to press on, simply wait out Customer Service getting back to me and keep playing when another bug hit me: any Quest or Raid that I had completed, but not handed in, would now not complete. I could keep receiving the reward up to the point of Quest Ransack. But I can never run the quest again, as its constantly showing as "finished, awaiting Completion" above the Quest Vendors head but won't complete through the Dialogue. I can't abandon the Quest, as its not in my Quest Log due to it being emptied. and to make matters worse, this is on Legendary Visions of Destruction, a Raid I wanted to run repeatedly.
This is an incredibly frustrating experience, severely hampered by the lack of response from Customer Service despite my logged ticket and the chase updates I put on it asking for help. The dialogue states a 12 Hour Wait, and here I am over 5 days later.
Everyone's Issue
And I know I'm not the only person suffering this. There are players out there with tickets unanswered for Weeks, even Months. The thought that I also have to wait through all of this is dreadful in the extreme, and seriously makes me reconsider playing any further which I thought is something that would never happen. I ignore Lag, I put up with it knowing its being worked upon, or there's a server restart coming to help. I re-run quests when I run into bugs that stop me completing them. I hurdle through the convoluted pay-schemes to make changes to my characters.
But the one time I really need help, when the character I've spent years and ££££ building is broken, and I actually log a ticket - Customer Service is nowhere to be found.
It's got to change. Just offering excuses or blame-the-other-guy reasons behind Customer Service failure is simply not good enough. Do something positive about it, and get your backlog sorted.
And fix my character.
:(
PS - Tried to upload some example Jpeg Images of the bugs I've encountered, but both the file uploader and the Insert Image fail to work, despite the images being less than 1024x768 in pixels and less than 200KB in size.
@Cordovan - If you can help, I've already PM'd you my account, Character and Server details as well as a Ticket ID. TIA.