Standing Stone Games Customer Service

[Mindos]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...

Is there a code anywhere that you can type into the in-game store, redeem code section?

[Mindos]

I don't know who I got permission locked with this. I just signed up, is it something to do with that?

If I remember correctly, there is a short time period when new accounts have reduced permissions. Actually, I'm not sure if its time or post count related.

[Mindos]

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

The biggest problem with codes is copy pasting them in, and accidently copying the ' or " marks at the beginning or end.

[Kinerd]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...

in my experience, when i dispute such transactions with the CC company, merchants suddenly get very interested in getting in touch with me, even if they had just spent weeks ignoring me.

it's not your job to deliver the product you paid for. it's their job. if they can't even be bothered to provide an easy way for you to notify them of their error, why should they get to keep your money?

[Mindos]

in my experience, when i dispute such transactions with the CC company, merchants suddenly get very interested in getting in touch with me, even if they had just spent weeks ignoring me.

it's not your job to deliver the product you paid for. it's their job. if they can't even be bothered to provide an easy way for you to notify them of their error, why should they get to keep your money?

I think DDO goes scorched earth total war, and bans you from the game if you do a chargeback. I could be wrong, I've never tried it. If someone wants to test this, you may have to make a new forum account to let us know how it went.

[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?

[sugarban]

Thanks

[spacewolfplayer]

I'm still waiting on someone from support to contact me about how to either add the subscription time I purchased or how to get a refund since the support staff is to unresponsive!

it's been 2 days. that is unacceptable for any company in my opinion.

[Mindos]

All these new players! Just turning around and walking back out the door, never to return. SSG, what do you think they will tell their friends about their brief time here? So many just made accounts, with only 1 post, asking for help.

SSG isn't doing right here- and that's the bottom line.

SHAME. SHAME ON YOU SSG.

[spacewolfplayer]

And now I have disputed the charges on my CC since this company refuses to respond.

[cdbd3rd]

[Vychos]

I'm still waiting on someone from support to contact me about how to either add the subscription time I purchased or how to get a refund since the support staff is to unresponsive!

it's been 2 days. that is unacceptable for any company in my opinion.

What happened exactly? I am curious because I am in a similar situation.

I subscribed - my subscription page tells when my subscription will end, so it's considered active, but I have no access to VIP races, can't open quests on elite, and the panel on bottom right of character selection says premium account instead of VIP.

No contact from support in 5 days.

[Sakarab]

All these new players! Just turning around and walking back out the door, never to return. SSG, what do you think they will tell their friends about their brief time here? So many just made accounts, with only 1 post, asking for help.

SSG isn't doing right here- and that's the bottom line.

SHAME. SHAME ON YOU SSG.

I've been trying to get assistance via their official help site, twitter, and here for over 7 weeks. Nothing...it's like I've been ghosted.

I would LOVE to know what the heck is going on with their customer service department right now. Does anyone know of an actual phone number to call?

[Lyles]

What kind of customer service doesn't have a number to call?

[Diesel_Smurf]

What kind of customer service doesn't have a number to call?

Exactly

The only support I can find is at the bottom of my receipt

https://help.standingstonegames.com/...bile_site=true

[Diesel_Smurf]

Ok found this. DDO trademark is owned by Wizards of the coast.

Here is Wizards of the Coast Customer support number

Can't hurt to try!!!

If anything they should be able to get in contact with someone, doubt they want to be affiliated with a company who won't talk on the phone with their customers!!!!

+18003246496

[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