Real bad customer support

[UnhappyCustomer]

Update:
The problem is fixed. They contacted me at 23th of december with a few additional questions. I provided the needed infomation at once. At 24th of december, all was fixed.
So, in summary, it took 25 days for support to open my ticket, but afterwards, the solution took only 24 hours (over xmas!). Not bad at all.
Thanks a lot to the great support employee. @Management: it would be great, if you could staff a bit up...

One additional note
The inital problem was, that I didnt receive any reset password email. It seems, that the problem there was my email provider (T-ONLINE, one of germans biggest internet providers). I changed the provider and now, I get emails.
So, it seems, that emails from DDO dont get through to T-ONLINE.

Original Post


Hi all,
is this normal?

I wanted to come back to the games (LOTRO and DDO) and either forgot my passwords (two seperate accounts) or there is some other problem.
I thought, well, let's do a password recovery. But I got no email from standing stones games.
So I opened a ticket. Should be solved fast, right? Right?
This was 25 days (!!!) ago. No answer yet.

A few days ago, I created a new account to be able to post on the forum. I didnt get a confirmation email either. Perhaps they are on the spam-filter of my Email provider. No idea. But I dont think, the problem is on my side.
And yes, I checked all spam folders :-)

The sad thing is: I am (was?) a LOTRO lifetime member and bought quite a few DLCs in DDO.

I checked on reddit and some people wrote, that they cannot login and are waiting for > 3 months so far for official help.

Is the customer support really so bad? If yes, be warned. If something happenes, you could be in a situation, where you cannot login for a long time without any official help. Not really a good perspective for a game you invested time and money in.

KR

[UnhappyCustomer]

Update: Just got an answer from support. They have a few additional questions. Lets see, what happens.

[sturmbb]

Update: Just got an answer from support. They have a few additional questions. Lets see, what happens.

I Hope you get it sorted.

Would be interested to know if this gets resolved.

[UnhappyCustomer]

I'll keep you informed. There was a Reddit-Post with someone waiting for more than 6 months. But at least, they answered in my case after 25 days. But you cannot trust reddit posts after all :-)

Just to be clear: I dont blame the support employees. Quite the contrary. They are only doing their job. Most of them more than their job, I assume.

[Alrik_Fassbauer]

So I opened a ticket.

Ticket in-game or out-game ?

[UnhappyCustomer]

Ticket in-game or out-game ?

Support website. Coulndt login into game on my original account and didnt login on this "helper" account.
Is there a difference?

[White]

Imo they should not be taking money AT ALL if they cannot provide support. End of story. Some of us have backed this game since beta and spent thousands of dollars to be put on hold for over a month for a transaction issue or in game issue. Unacceptable.

Some of us would be more than happy to be given GM status on a Alt and help simple in game issues if necessary.

[Hobgoblin]

Hi all,
is this normal?

I wanted to come back to the games (LOTRO and DDO) and either forgot my passwords (two seperate accounts) or there is some other problem.
I thought, well, let's do a password recovery. But I got no email from standing stones games.
So I opened a ticket. Should be solved fast, right? Right?
This was 25 days (!!!) ago. No answer yet.

A few days ago, I created a new account to be able to post on the forum. I didnt get a confirmation email either. Perhaps they are on the spam-filter of my Email provider. No idea. But I dont think, the problem is on my side.
And yes, I checked all spam folders :-)

The sad thing is: I am (was?) a LOTRO lifetime member and bought quite a few DLCs in DDO.

I checked on reddit and some people wrote, that they cannot login and are waiting for > 3 months so far for official help.

Is the customer support really so bad? If yes, be warned. If something happenes, you could be in a situation, where you cannot login for a long time without any official help. Not really a good perspective for a game you invested time and money in.

KR

o sweet summer child.

25 days? guildie is going on 4 months. i see someone on forums that is still arguing about a ticket with his tr cache from like at least 5 years ago.

[Codect]

For something to be bad, it would first have to exist.

[UnhappyCustomer]

Update:
The problem is fixed. They contacted at 23th of december with a few additional questions. I provided the needed infomation at once. At 24th of december, all was fixed.
So, in summary, it took 25 days for support to open my ticket, but afterwards, the solution took only 24 hours (over xmas!). Not bad at all.
Thanks a lot to the great support employee. @Management: it would be great, if you could staff a bit up...

One additional note
The inital problem was, that I didnt receive any reset password email. It seems, that the problem there was my email provider (T-ONLINE, one of germans biggest internet providers). I changed the provider and now, I get emails.
So, it seems, that emails from DDO dont get through to T-ONLINE.

Thanks for reading...

[DaggomaticDwarf]

Did you put in a new ticket for a Forum name change?

Possible new names,

NotSoUnhappyCustomer

SatisfiedCustomer

StillOnTheFenceCustomer

IndifferentCustomer

EcstaticCustomer

I'm sure the forum community can come up with a few more.

Happy Holidays!

Dagg.

[ghrian]

Did you put in a new ticket for a Forum name change?

Possible new names,
[...]
I'm sure the forum community can come up with a few more.

Happy Holidays!

Dagg.

As I said, I created a new account just to be able to post. So after all is resolved, UnhappyCustomer can rest...
:-)

[upsetangry]

Update:
The problem is fixed. They contacted me at 23th of december with a few additional questions. I provided the needed infomation at once. At 24th of december, all was fixed.
So, in summary, it took 25 days for support to open my ticket, but afterwards, the solution took only 24 hours (over xmas!). Not bad at all.
Thanks a lot to the great support employee. @Management: it would be great, if you could staff a bit up...

One additional note
The inital problem was, that I didnt receive any reset password email. It seems, that the problem there was my email provider (T-ONLINE, one of germans biggest internet providers). I changed the provider and now, I get emails.
So, it seems, that emails from DDO dont get through to T-ONLINE.

Original Post


Hi all,
is this normal?

I wanted to come back to the games (LOTRO and DDO) and either forgot my passwords (two seperate accounts) or there is some other problem.
I thought, well, let's do a password recovery. But I got no email from standing stones games.
So I opened a ticket. Should be solved fast, right? Right?
This was 25 days (!!!) ago. No answer yet.

A few days ago, I created a new account to be able to post on the forum. I didnt get a confirmation email either. Perhaps they are on the spam-filter of my Email provider. No idea. But I dont think, the problem is on my side.
And yes, I checked all spam folders :-)

The sad thing is: I am (was?) a LOTRO lifetime member and bought quite a few DLCs in DDO.

I checked on reddit and some people wrote, that they cannot login and are waiting for > 3 months so far for official help.

Is the customer support really so bad? If yes, be warned. If something happenes, you could be in a situation, where you cannot login for a long time without any official help. Not really a good perspective for a game you invested time and money in.

KR

I'm mad. two tickets. I know it's only been 2 days but hundred dollars for expansion. And no items in inventory. email when I bought it said .... just log in. Been logging in over and over. NOTHING. Last ticket I sent in was a password email. Took a month. They take our money but give no service in return. If they don't want to give us service, then the monthly fee should be halved.

[HedgeHogShadow]

How about this for a win-win situation?

They have been considering ways to make VIP more worthwhile. Why not add a higher tier of VIP for an extra $5 per month. They could call it "VIP w/ Customer Service."

The added revenue would pay for some game masters to spend 3 minutes fixing things like my main's missing Action Point that I've sent tickets on over 2 years (now deleted tickets with no contact in the name of improving customer service).

[ghrian]

I'm mad. two tickets. I know it's only been 2 days but hundred dollars for expansion. And no items in inventory. email when I bought it said .... just log in. Been logging in over and over. NOTHING. Last ticket I sent in was a password email. Took a month. They take our money but give no service in return. If they don't want to give us service, then the monthly fee should be halved.

They normally sent it to the first character in the server. Just to be on the safe side: check all your characters, perhaps it got sent to the wrong one.
Hopefully, your problem is solved soon.

[Alrik_Fassbauer]

A few days ago I got a reply to a bug report from one or two months ago, saying that they are currently restructuring everything (makes kind of sense regarding that recent posting about the new help page) and that they need to work with the oldest tickets first, that's why I never got any reply for so long ...

[Hobgoblin]

I'm mad. two tickets. I know it's only been 2 days but hundred dollars for expansion. And no items in inventory. email when I bought it said .... just log in. Been logging in over and over. NOTHING. Last ticket I sent in was a password email. Took a month. They take our money but give no service in return. If they don't want to give us service, then the monthly fee should be halved.

which expansion?

if its saltmarsh they dont appear in inv u get them from talking to dude in tavern