Standing Stone Games Customer Service

[Screekyrie]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.

Same here, bought VIP through paypal on Sat have yet to get it, submitted two tickets with zero reply... complete BS.

Update: Still nothing

[Xendor]

Hello,

I have reactivated my VIP account after a long break. I used PayPal to purchase a 3 month subscription at 7:29pm CST. It is now 9:04pm CST and I have not received any confirmation email from Standing Stone, a response to my help desk ticket created on the SS website, and none of the VIP features are available in game including some of my characters.

PayPal sent me an email right after the transaction along with an invoice # confirming the payment went through, but I fail to understand why there is no confirmation email from Standing Stone, nor why my subscription would not be activated right away let alone 1.5 hours later.

Could use some help - not very encouraging to see problems right away after returning.

Update:

No response to ticket, two additional posts under existing ticket, Facebook site for Standing Stone Games, or Tweet. We have officially surpassed Adobe's abysmal customer service rating and are now entering into uncharted territory.

Same here, I purchased coins and got the email from PayPal that it was received. When bought coins I did it online and filled out the purchase all the way to the ThankYou. Checked bank and PayPal has already withdrew it from there and it appears in PayPal as being delivered to (( Payment sent to accountsupport@turbine.com ))

I received this in the AM : I apologize for the inconvenience. We are aware of the issues with PayPal purchases not delivering content and are working with our payment team to have this issue resolved as soon as possible. Thank you for your patience, and we will update you when we have more information.

In the meantime, if you were trying to enroll in a VIP subscription to take advantage of the VIP gift, please be aware that we have extended the date for the free gift while we sort out this issue.

If it's all cleared to turbine? give us the purchases.... I hate to think what will happen when the 4/12/2017 VIP renewal attempts to go through....

[MarcusCleardawn]

The help log in is only necessary if you want to check on the status of your ticket, and uses a different account than your forum or game account. It's a unique system not tied into the game login.



Storm Horns quests are part of the Shadowfell Conspiracy expansion pack, and can be purchased from the DDO Market here. We apologize for the confusion.

No they can't. At least not according to your account services rep who emailed me and said that you don't recognize "ANY" third party retailers. I don't understand why you allow sites like DDO Market, Amazon, etc. to "offer for sale" the expansions when you say that you do not recognize any 3rd party retailers. I find it bizarre that these 3rd party retailers that you do not recognize or honor all have the same terms for the same products, but for whatever reason Standing Stone Games has decided not to honor those sales. You should protect your trademarks, goodwill, etc. and contact DDO Market, Amazon, Steam and other 3rd party retailers that you do not recognize and have them pull those products.

[wizbang00069]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

[JOTMON]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

They no longer have phone support.

[Diesel_Smurf]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first. We also have a general FAQ set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

Just one question

Why is there no Customer Support phone number to call?

[Gnoshious]

Just one question

Why is there no Customer Support phone number to call?

How long does it take for support to reply to a ticket?

[armagodden]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first. We also have a general FAQ set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

so my ticket has been active on sarlona since the 06/07/20 and i opened a ticket stating how upset i am and all i got was ignored on my original ticket and a threat of action against my account, i have been a customer since 2009 and this should not be how you repay your long standing paying customers, there is simply no excuse for how your team handles (or fails to handle) tickets from your player base. Multiple players are aware of how your team has left me hanging and threatened action against my account for trying to get the attention my ticket deserves, which by the way is in regards to a known issue that is not difficult to resolve. i will be cancelling my subscription and all future ddo store interactions. Shame on you SSG.

ALSO.. for anyone reading this who would like to escalate this to another platform (unless SSG chooses to remove this link - as i believe all they do for customers at this point is take their money and leave them hanging when an issue arises) please check out this link https://www.bbb.org/us/ma/needham-hg...lc-0021-188406

[Diesel_Smurf]

I'm appalled by their handling of your situation.
Following you out the door.
Cancelling my automatic payments with them and leaving game all together.
Took screenshots of this thread to post everywhere

[Diesel_Smurf]

I'm appalled by their handling of your situation.
Following you out the door.
Cancelling my automatic payments with them and leaving game all together.
Took screenshots of this thread to post everywhere

Wouldn't be surprised if they delete my account on forum now. Which by the way I've also been playing since 2009