Tracking web tickets

[Bavolus]

Is there a way to track the status of web tickets posted at this site?

http://www.ddo.com/component/content...account-ticket

I was a paying customer on July 31 and still missing the promised 999 TP.

Did file in game ticket and I was directed by GM to this link where, I filed two tickets since beginning of the month. My renewal date is coming up soon and I would like to know one way or another if Turbine is going to give me those points.

I know about the two week turnaround for tickets but this is taking way too long.

[fortuente]

I know about the two week turnaround for tickets but this is taking way too long.

Don't hold your breath. I have had the misfortune to need to submit two tickets now, the first this summer and the second more recently. The first time took at least three weeks (and that was before they were so supposedly busy) and it even involved an actual money transaction.

This second ticket still hasn't been resolved and it has either hit the three-week mark at this point or will in the next couple days. No sign, no word, no nothing from the sad joke that is Turbine customer "service."

There is no way to track your ticket, there is no feedback from customer service ... hey, at least there is a generic message on the site after you first submit it. To say Turbine customer service is a joke is actually an insult to jokes everywhere. I'm pretty much at the point where if my own issue isn't resolved tomorrow morning I am opening a dispute with PayPal and wiping DDO of the hard drive for the last time.

At this point based on my recent DDO experiences I am even strongly considering cancelling LOTRO since I only have time and money for one sub-based MMO and why would I want to support such an inept organization as Turbine? In fact I am talking myself into doing it right now.

[leetpillz]

to be honest guys it sounds like there is only a handful of people running customer service im sure they are doing their best.

i know that doesnt help..just something to think about.

[Bavolus]

Just to update my post. Today I was issued my missing 999 TP.

The customer service was very polite and informative.

Thank you Turbine

[fortuente]

to be honest guys it sounds like there is only a handful of people running customer service im sure they are doing their best.

i know that doesnt help..just something to think about.

I'm sure this is the case, however I don't give Turbine (or any other business) money for excuses. And it certainly doesn't excuse their lack of standard customer service devices such as customer ticket tracking, automated e-mail responses and the like. That is just shoddy and unacceptable.

I'm glad the OP got his issue resolved, but guess what? Mine still isn't. All I want is for my **** beta points to transfer to my original founder account. I don't even care if they delete this beta BS account or not.

However, at this point I believe we are in PayPal dispute territory, so it doesn't really matter now does it? I believe I am also going to cancel LOTRO and seek a refund through the bank for the $30 sub I just got auto-charged for that. Seriously, I know I am only one person, but as far as this one person is concerned Turbine as a business can go do something unpleasant with themselves.

EDIT: I am just editing to point out I submitted my request on September 1. That was 23 days ago. I have heard nothing and had no resolution.

[Victorie]

fortuente, I strongly encourage you to not take action with your bank or PayPal, as this generally limits our options to assist you.

If you submitted your request on 9/1 then you should already have received a response several days ago. If you did not receive a response, then it may have been put into a spam, junk or deleted folder. If you would like to PM me your username and email address, I'll be happy to have someone look into this.

[fortuente]

fortuente, I strongly encourage you to not take action with your bank or PayPal, as this generally limits our options to assist you.

If you submitted your request on 9/1 then you should already have received a response several days ago. If you did not receive a response, then it may have been put into a spam, junk or deleted folder. If you would like to PM me your username and email address, I'll be happy to have someone look into this.

At this point, I'm just being a bit of a wank, but I'd like to update this thread that I still have not had my issue resolved. One month later. You are the first Turbine person who has even acknowledged me in any was whatsoever.

Maybe my ticket didn't go through? I saw a screen that said it completed successfully. But how do I really know? If implementing an e-mail autoresponse in your CSR system is that hard, then your business either got screwed or you need to get yourselves a *real* CRM. Hell, you could jerry-rig your site to add in a mail() (assuming php) at the end of whatever script is called when pressing the submit button. A simple "We got your message. Answered in order received. Peace, we outee-5000." Then someone like me could go back later and say to you, "oh yes, my ticket# is and i sent it on and et cetera." Pretty basic customer management stuff.

Like I said, I'm just being a crank at this point. A wanky crank. Please forgive me for being annoyed and pessimistic.

[SloWMN]

Yeah I am missing 900 TP as well. I was suppose to get like 1000 (or 999) + 500 as VIP = 1500 (or 1499), but only got 1100 (400 missing). Now this month I have not received my 500 neither (makes it 900---*899).

I submitted ticket again, and will see what happens. If I don't get it 'till the end of the month, I am playing smething else for sure. I love the game, but not big fan of "misunderstandings" if you know what I mean!?