Guild loses an AS amentiy (Farshifter), gets support run-around, SOL?

[ZirePhoenix]

So my guild recently lost the Farshifter amenity and I've been trying to get some support on what could be done to restore the amenity. It seems like I just got a request to submit it to ddobugs.turbine.com and that's about it.

I'm not sure what to provide other than say I lost the amenity. I can provide the guild name but that's not even asked of me in any of the feedback. I'm not sure if I'm just SOL at this point and probably won't bother spending Astral Shards on guild amenities anymore.

These are the feedback I got so far:

E-mail:


In-Game ticket:


ddobugs submission:

[Phaeton_Seraph]

Having barely glanced at your documentation it seems apparent that you haven't actually communicated with customer support.

GMs are not CS (I have no idea what they are, but they're not customer support).

The people who take and respond to bug reports are not CS either.

A CS person actually responded to a person complaining on the forums recently. It was a big surprise. Look for a recent thread about a guy being forced to quit, but the thread didn't get locked down.


I actually have no idea how we are supposed to contact customer support (other than by telephone). No one ever refers you to them. They must be very lonely.

[SSG_Alkaid]

Hey ZirePhoenix, we'll take a look into this for you. Thanks for your patience!

They must be very lonely.

[Loromir]

Wow...CS_Alkaid, should be noted as a great example of a CS employee.

[Kaytis]

Hey ZirePhoenix, we'll take a look into this for you. Thanks for your patience!

Your signature might be wrong CS:

https://www.ddo.com/forums/showthrea...-Support-Hours

[SSG_Alkaid]

Yep, totally forgot to update it. Thanks!

Obviously I need more coffee (never you mind that it's almost 4pm).

[Greantun]

Yep, totally forgot to update it. Thanks!

Obviously I need more coffee (never you mind that it's almost 4pm).

FYI, The link in your signature doesn't work either.

[SSG_Alkaid]

I can't have nice things.

There!

[Ladywolf]

Hmm! I didn't know the in game guys (GMs) weren't customer service. That's good to know. (you'd think I'd have figured it out after 8 years of playing this game). Rather than GMs defaulting to the "please bug it" response for in-game tickets where unable to assist, it would be nice if they were instructed by their DDO bosses to provide the person seeking help with a link to the customer service guys at the same time. This would be good because most of the time when they can't help they just close the ticket with the "please bug it" response and you don't even get a chance to talk to the GM.
+1 for CS Alkaid

[ZirePhoenix]

Thank you for looking into it. Since this guild literally has only two people in it (all my alts and of my friend's), I know where the Astral Shards came from. I don't remember *when* they were obtained though, but it was a while ago. All my characters are either not in a guild or are in this one guild, so tracking which guild should be straight forward.

[SSG_Alkaid]

To clarify real quck: GMs are actually a part of Customer Service. CS is primarily compromised of Account Support (the fine folks that can be reached via the phone and email ticketing), Tech Support (reachable via email ticket), and In-Game Support (the GMs that you can reach out to while actually playing the game). We all share the same 'umbrella'.

Also, ZirePhoenix, I haven't forgotten about you and thanks for the additional info!