Standing Stone Games Customer Service

[Krelar]

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!

If you try and search for something but there are no results it just sits there. There is no feedback that it even attempted to search. Some sort of "No results found" message would be a good idea.

[danielakavalentine]

Bought shadowfell through amazon am not able to use activation key.

[valkrei]

I can log into this forum, I can log into the game but on your new help page it doesn't let me log in as if I don't exist. I also have a ticket I submitted last night, and I have been on just about all day long and no response to my in game ticket in regards to guild rename. As a returning player I am looking to rename the guild and begin recruitment. (but I want to wait until after the rename of course).

[BMK]

Michelle, I've submitted 3 tickets to Customer Service over that last week with still no answer to my problem. Not, one ticket has been responded to. That is terrible..... I'm a VIP member and I don't have access to Storm Horn in Evening Star. It tells me that I have to purchase it from the DDO Store. But there is nothing to buy in the DDO Store when I go there. Please help with my situation.

Thanks

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!

[Cordovan]

I can log into this forum, I can log into the game but on your new help page it doesn't let me log in as if I don't exist. I also have a ticket I submitted last night, and I have been on just about all day long and no response to my in game ticket in regards to guild rename. As a returning player I am looking to rename the guild and begin recruitment. (but I want to wait until after the rename of course).

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.

Michelle, I've submitted 3 tickets to Customer Service over that last week with still no answer to my problem. Not, one ticket has been responded to. That is terrible..... I'm a VIP member and I don't have access to Storm Horn in Evening Star. It tells me that I have to purchase it from the DDO Store. But there is nothing to buy in the DDO Store when I go there. Please help with my situation.

Thanks

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.

[Uamhas]

Is there a way to talk to a live human being regarding billing snafu?

[Grimlock]

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.

[SteelBrigade]

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.

Hi,

I'm in the same situation as well. Logged in yesterday and tried to buy 1 months sub via Paypal. Got a confirmation via in the DDO store and Paypal Email but no email from Standing stone. I logged a support issue @ https://help.standingstonegames.com/hc/en-us about 18 hours ago and still no response. I understand maybe a 24 hour turn around time on in game issues and such but this is a Money issue and should be handled with a little more speed. Sent word on Facebook and will start lighting the fires in other places.

Love the game .. so far.. terrible support

[Maktub]

Bought shadowfell through amazon am not able to use activation key.

I was successful when redeeming the code in the actual game DDO store.

[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....

[Vespero]

I had the same thing. Used Paypal (my bad), and still haven't received points 6 days later. How hard is it to log into something and assign some GD points to an account.
We aren't even talking about real goods. It is virtual money that affects pixels FFS. Just do it.

I have begun the Paypal refund process on this ********. SSG needs to get their act together.

[RogueMaster]

Excerpt from "RogueMaster's Tips for Success":

If you're going to create a support site, don't leave it littered with links back to the old site that no longer exists.

[Xendor]

Not so true as of yesterday and today.......
""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.""

on the SSG HELP page you get GET HELP and a popup with 5 choices

HOT TOPICS LORD OF THE RINGS ONLINE
DUNGEONS & DRAGONS ONLINE ACCOUNT & BILLING QUESTIONS
TECHNICAL HELP

In order to Submit a Ticket you need to select a subcategory with a Category and then click the GET HELP button.
Then chose one of eight choices to continue on till submission.

It no longer has the option in the TOP RIGHT, by login, to track tickets/submissions or what ever it was called before. It's gone and you only have your emails to track it now unlike the DDO Ingame "Track Tickets"

[lifestaker]

It no longer has the option in the TOP RIGHT, by login, to track tickets/submissions or what ever it was called before. It's gone and you only have your emails to track it now unlike the DDO Ingame "Track Tickets"

Click on your name, and my activities. That is assuming you are logged in.

This will show all your bug reports filed on the site, when they were filed, and when they were last updated (by SSG or yourself).

Just tested it on my own bug reports and they still show up, now 12 days without anyone responding to them (save me) or providing any form or update or communication. But it is there.

[Xendor]

Click on your name, and my activities. That is assuming you are logged in.

This will show all your bug reports filed on the site, when they were filed, and when they were last updated (by SSG or yourself).

Just tested it on my own bug reports and they still show up, now 12 days without anyone responding to them (save me) or providing any form or update or communication. But it is there.

Seems cookies keeps getting disabled. Enabled it and I saw my name and your right can see them from there now.
Will have to check FireFox and see why I have to enable it each time.
Thanks

[fenrir_bloodmoon]

Returning customer and i get charged 3 times for vip because of an apparently known problem with paypal. ignored for 8 days only to be told that this is a known issue, no mention about if they will refund me or give me compensation and then ignored again . not impressed with this service.

[Delbish]

Returning customer and i get charged 3 times for vip because of an apparently known problem with paypal. ignored for 8 days only to be told that this is a known issue, no mention about if they will refund me or give me compensation and then ignored again . not impressed with this service.

There isn't just issues with VIP Purchases... Some of us purchased the DDO Expansions from the DDO Market and the Product Codes we received are not working at all... So the money has been paid for Products that are not being delivered... Then when a ticket is opened up in order to either get a refund or get the problem resolved, all we get is nothing... No responses what so ever, beyond the initial e-mail auto-response showing the ticket is posted... It's almost as if every ticket made is being treated as a Bug Report rather than a Real Customer Service Issue needing immediate attention...

This all makes me wonder if we are being scammed or the company is on the verge of going belly up, and our money is being either held hostage or out right stolen... It has been a week almost since I first encountered this issue, and lots of other folks have had it even worse with 2+ weeks or even greater, without any response at all... If this continues for too much longer, then either the company needs to be reported to the Better Business Bureau and/or a Fraud/Reverse Payment Report needs to be filed with our Card companies...

I'm trying to be patient and hope that it's just a simple issue their having and we'll be all fixed very soon, but it's very frustrating when you've paid money for services/products that have not been delivered, and the only means of communication is via a very slow Online Ticket System with no actual person we can talk to and get the problem resolved quickly... Even an Online Live Customer Support system would be preferable to their current lack of customer support response... These are not in-game bugs we're trying to fix, these are Purchasing Issues, where a company has been paid already and we've gotten nothing in return...

[lunah69]

There isn't just issues with VIP Purchases... Some of us purchased the DDO Expansions from the DDO Market and the Product Codes we received are not working at all... So the money has been paid for Products that are not being delivered... Then when a ticket is opened up in order to either get a refund or get the problem resolved, all we get is nothing... No responses what so ever, beyond the initial e-mail auto-response showing the ticket is posted... It's almost as if every ticket made is being treated as a Bug Report rather than a Real Customer Service Issue needing immediate attention...

This all makes me wonder if we are being scammed or the company is on the verge of going belly up, and our money is being either held hostage or out right stolen... It has been a week almost since I first encountered this issue, and lots of other folks have had it even worse with 2+ weeks or even greater, without any response at all... If this continues for too much longer, then either the company needs to be reported to the Better Business Bureau and/or a Fraud/Reverse Payment Report needs to be filed with our Card companies...

I'm trying to be patient and hope that it's just a simple issue their having and we'll be all fixed very soon, but it's very frustrating when you've paid money for services/products that have not been delivered, and the only means of communication is via a very slow Online Ticket System with no actual person we can talk to and get the problem resolved quickly... Even an Online Live Customer Support system would be preferable to their current lack of customer support response... These are not in-game bugs we're trying to fix, these are Purchasing Issues, where a company has been paid already and we've gotten nothing in return...

The same thing has happened to me. I've opened a ticket, emailed, posted here, PM'd head CS, messaged on facebook and got nothing in return. Not even a "hang in there, we're working on it". The lack of respect is what gets me the most frustrated. We have payed REAL money. An expansion pack isn't cheap. It's not something i have bought in the blink of an eye. I'm feeling frustrated and am really thinking of just handing it over to paypal :/

All they have to do is reply to our tickets/emails and tell us they are working on it.. but instead of this, it feels as if we are talking to a brick wall. Frustrating!

[aclipscomb]

The same thing has happened to me. I've opened a ticket, emailed, posted here, PM'd head CS, messaged on facebook and got nothing in return. Not even a "hang in there, we're working on it". The lack of respect is what gets me the most frustrated. We have payed REAL money. An expansion pack isn't cheap. It's not something i have bought in the blink of an eye. I'm feeling frustrated and am really thinking of just handing it over to paypal :/

All they have to do is reply to our tickets/emails and tell us they are working on it.. but instead of this, it feels as if we are talking to a brick wall. Frustrating!

Wish I'd seen this thread before I dropped some money on the Underdark series. I'm having the same problem. Has anyone been able to communicate with a human being at Standing Stone?