Two weeks ago I put in a ticket to figure out why I couldn't purchase the "Devil's Assault" adventure pack. It wasn't showing up in the store and I couldn't remember if I have purchased it in the past or not. But, since the questgiver was still telling me I didn't own it, I wasn't sure what to do.

Since then, I discovered that the pack was removed from the store, but before I found that out I put in a customer support ticket, since I was not 100% sure whether I purchased the pack. 2 Weeks later and this is the response I get from Turbine:

Greetings xxxxxxx,

Thanks for your inquiry. We have reviewed your question and we would like to inform you that quest packs have level restrictions. Devil Assault for instance is 6-16. In the future, please use other means of support for this type of question. The forums and DDO faq's are good source's of walkthrough information.

If you have any additional questions or concerns, please respond to this email, and we will be happy to assist you.

Thank you,
The Turbine Customer Service Team

There is so much wrong with this response and although I was a bit snarkier in my reply to the e-mail, I honestly hope that this can get forwarded along the CS chain and trigger some sort of re-training on the end of Turbine.

  • First off - the repsonse from the Customer Service Team is blatantly wrong and misleading. There are no "level restrictions" for purchasing packs. You can purchase any available packs at any time regardless of your toon's level. The CS rep apparently has no idea how the store works for purchasing content.
  • The Devil's Assault pack was removed from the store because Turbine is updating it for release with U7. The CS rep apparently has no idea what is going on with the product.
  • The CS rep basically told me to "F**k off" by telling me not to e-mail support with this type of question but instead to use the forums and FAQs. While I did eventually find the answer on the forums (weeks before I got a response), the response was not only rude, but ludicrous to expect a paying customer (yes I am premium, not VIP, but I still pay to play) should have to wade through user generated content to find an answer to a sales/store related question. This is also not a "walkthrough" type of issue. The CS rep apparently has no idea what my question was even related to, and is basically leading me in a direction that would cause Turbine to lose sales (by giving misinformation about pack purchases).
  • And finally, the response took 2 weeks to get. The CS rep, or more exactly the CS team, has no idea how to expediently respond to queries.


I guess this is a bit of a rant, but I find it more humorous than anything else.
I hope that the mods can send this over to CS and they can use it as a "lessons learned" - as they apparently need a lot o' learnin.