Improve customer service

[Propagandalf]

I don't want this to come across as a rant or as critical, but your customer service sucks. I have submitted not less than 2 tickets for my issues, which have gone unanswered in over a week. And for the last TWO DAYS your phone-in customer service has been nonoperational since the ticket service isn't getting my issues solved. I mean COME ON, you closed live customer service on LAUNCH DAY!? I would very much like to give you my money, I have never seen a company make that so difficult. Your competitors measure ticket response time in MINUTES, not days, and I can vouch for that being correct. Just what do I have to do to get my problems solved?

[BLAKROC]

yes but it is a critical rant.

send em an email. I am sure they are swamped with the new launch, and fyi
only VIP get live customer service if you are f2p it's email /ongame only.

[Propagandalf]

yes but it is a critical rant.

send em an email. I am sure they are swamped with the new launch, and fyi
only VIP get live customer service if you are f2p it's email /ongame only.

Which is part of my problem. My credit card number keeps getting rejected despite it working everywhere else (bank says there is no problem). My OLD EXPIRED credit card information was apparently perfectly good for them so when this issue came up, I WAS a VIP customer. My account has since been downgraded.

[captain1z]

fyi
only VIP get live customer service if you are f2p it's email /ongame only.

So how do they know your VIP when you call?

Do they ask you and if you say no Do they hang up on you ?

[Uska]

So how do they know your VIP when you call?

Do they ask you and if you say no Do they hang up on you ?

Caller ID

[Propagandalf]

This is cute. I spent not less than an hour and a half waiting on hold to talk to customer service to verify my credit card information, and still never got through. I think Turbine owes ME money now for the long distance charges. Why don't you just use existing additional credit card authentication like Verified by Visa? It works FOR THE REST OF THE CIVILIZED WORLD, nobody has to wait on hold SO I CAN GIVE YOU MY MONEY SO YOU CAN PROVIDE A SERVICE YOU ARE ALREADY PROVIDING FOR FREE. Come on, Turbine, get it together already.

[Yurtrus]

I don't want this to come across as a rant or as critical, but your customer service sucks.

hahahaha hahahahaha haahahahahahha.. still laughing... hahahahaha.. priceless!

[Mercules]

Are you using a non-standard Credit Card?


And this goes in the technical issues area of the forum.


Basically I've never had an issue with support in this game despite the people who come on the forums and post frenetic rants about how bad it is. I have the feeling it might be due to the tendency to rant that they have issues.

Monday I attempted to log into my new character on Cannith only to find out, "Character is already in the world." Hmmm... crud it is late put I'll have to put a ticket in. I created a second character on the server so I could do so and put in a ticket. Waited for an hour(playing all the while) and didn't get a response. I thought, no big deal this is something they can do while I am sleeping.

Next day I tried to log in, same error. Logged into other character and my ticket was closed because I was not online. Okay, it is something they can fix with a script even if I am not on but hey maybe they didn't know that. I put in a second ticket at more of a prime time. Within 5 minutes I had a GM contact me and in 6 minutes I was logging into my other character just fine.

She seemed polite, helpful, and knowledgeable, but then I was polite, helpful, and knowledgeable with her. I wrote out the exact error message, in a polite fashion and politely explained this was my second ticket for this issue.

I do Tech Support and the people who help me help them get a lot better support than those that don't answer my questions or are flat out rude, simply because I can help them more easily.

[Propagandalf]

Are you using a non-standard Credit Card?


And this goes in the technical issues area of the forum.


Basically I've never had an issue with support in this game despite the people who come on the forums and post frenetic rants about how bad it is. I have the feeling it might be due to the tendency to rant that they have issues.

Monday I attempted to log into my new character on Cannith only to find out, "Character is already in the world." Hmmm... crud it is late put I'll have to put a ticket in. I created a second character on the server so I could do so and put in a ticket. Waited for an hour(playing all the while) and didn't get a response. I thought, no big deal this is something they can do while I am sleeping.

Next day I tried to log in, same error. Logged into other character and my ticket was closed because I was not online. Okay, it is something they can fix with a script even if I am not on but hey maybe they didn't know that. I put in a second ticket at more of a prime time. Within 5 minutes I had a GM contact me and in 6 minutes I was logging into my other character just fine.

She seemed polite, helpful, and knowledgeable, but then I was polite, helpful, and knowledgeable with her. I wrote out the exact error message, in a polite fashion and politely explained this was my second ticket for this issue.

I do Tech Support and the people who help me help them get a lot better support than those that don't answer my questions or are flat out rude, simply because I can help them more easily.

Thanks for reading my posts, the tech support side of this matter has already been attended to. This is a suggestion (as the forum title seems to indicate) to improve their customer relations. Maybe you should suggest the GMs be in charge of Account Support?

How nice for you that you have had no problems, the logic that you have had no problems means no one else should have problems greatly brightens my day. You are a credit to forums everywhere.

Would you like to see the verbatim emails that Account Support sent me 10 DAYS after I submitted them that told me to take the exact steps I told them I did in the original ticket, including directly copied and pasted error messages and URLs, verifying all of my Paypal information- which was also rejected despite the fact it withdraws directly from my bank account and does not use credit card information except for address validation- which my Paypal account also carries.

[WolfSpirit]

Maybe I'm just lucky, I've NEVER had trouble with CSRs when I call in. In fact, its always been very pleasent with small talk about ingame stuffs. And the hold music... Reminds me of my DDO home... From what I gather (Only called in 3 times) many Turbine EEs Play DDO, in fact the CSRs each time said "The majority of us also love our game."
And every time, my multiple issues were resolved very much to my satisfaction.

[Propagandalf]

I guess I touched a nerve, CS just responded to one of my tickets. They still weren't able to help, but at least they gave me the direct number to Account Management support. Hopefully that will bypass some of the on-hold time.


My point stands, though. The secure, automated service provides a significant degree of protection as well as insurance that my bank and card issuer would be able to assist me in the event of actual card fraud. FAXING credit card information to an unverified line over an insecure medium is almost as silly as having a 'trusted' individual use my card to bypass the IP requirement. Why is it MORE secure for Turbine to use LESS secure means to bypass THEIR OWN SECURITY vice an established, proven system is beyond me. I see no acceptable reason Turbine can't use Verified by Visa, Mastercard SecureCode, or Confirmed Address from Paypal. All provide Turbine AND user fraud protection, additional security, insurance and legal recourse in the event of fraud, and convenience.

[Wyllie]

So you have a new credit card? Have you activated it?

What type of response are you getting to the card transaction? Declined? Billing Information incorrect? Wrong Security Code?

Is this a credit card issued in the USA?

[WolfSpirit]

I see no acceptable reason Turbine can't use Verified by Visa, Mastercard SecureCode, or Confirmed Address from Paypal. All provide Turbine AND user fraud protection, additional security, insurance and legal recourse in the event of fraud, and convenience.

Sorry for your troubles.
But this sounds VERY much like an Advertisment...
lol
On the plus side, I certainly hope they fix your issues soon.
GL

[Mercules]

I see no acceptable reason Turbine can't use Verified by Visa, Mastercard SecureCode, or Confirmed Address from Paypal.

It's their business and they can choose the payment types they except? You do realize that going with various services means you have to subscribe or pay a per transaction fee? The more options Turbine offers for signing up the more they have to pay and MOST people will simply go, "Oh, If I can't use that I guess I'll go with this option."

[Propagandalf]

It's their business and they can choose the payment types they except? You do realize that going with various services means you have to subscribe or pay a per transaction fee? The more options Turbine offers for signing up the more they have to pay and MOST people will simply go, "Oh, If I can't use that I guess I'll go with this option."

http://usa.visa.com/merchants/risk_m....html#anchor_4

Verified by Visa is CHEAPER than standard credit card transaction fees for large scale corporate entities, especially for one that relies on microtransactions. Also: Accept. They are certainly excepting their little pants off.

Sorry for your troubles.
But this sounds VERY much like an Advertisment...
lol
On the plus side, I certainly hope they fix your issues soon.
GL

It is an advertisement. Those programs WORK without excluding legitimate buyers which is why companies with real security and fraud prevention concerns like Ebay, Wal Mart, and Newegg use them.

Most of the 'fraud' they are stopping is kids stealing mommy's credit card out of her purse- which IP based discrimination won't solve if junior if using his home computer conveniently located at his parents billing address. The hard core organized-crime-run identity theft that rips off billions of dollars every year ISN'T buying DDO subscriptions, they are funding other crimes! Lose the IP based security discrimination already, it isn't doing what you want it to!