Standing Stone Games Customer Service

[cdbd3rd]

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?

I received word earlier that CS_Alkaid is indeed working behind the curtain to get things improved in the CS department. I don't know if there's a personnel issue, or some technical issues.

For whatever my words are worth, there is work going on in the shadows.

That said, I can totally understand the frustration of issues hanging unresolved as long as they have. I know if I was new, I'd be sorely tempted to walk away. Hopefully for most, the good still outweighs the bad and they decide to stick it out.

*dismantles makeshift podium*

[dedreo]

It's incredibly too bad when I had to slick my main HD (yea that always sucks, go figure), but when I re-install DDO, It logs me in fine, but with no character info (the front screen looks blank, and I'm VIP with 5 toons), and I can't find anyway to contact anyone except for putting in a ticket. Seems very lackluster to me compared to both how DDO used to be, and how I think any MMO should be. Searched all over web, no customer support number or anything.

*This is also noting I know they moved recently to standing stone, actually contacted old customer support in hopes of getting forwarded, but they could not (apologizing all the way), but through decent web-fu searching, no contact except to drop a ticket atm...that's kinda *** to me.

EDIT: Still waiting, and wanting to help my meager warlock of 12+ past lives, not like I haven't been around....

SECOND EDIT: For the love of gods and goddesses, get a CS number somewhere!!!

FINAL EDIT: seems fixed now, thanks, just wish it were better formatted, but still, tyvm! All look good so far

[cdbd3rd]

It's incredibly too bad when I had to slick my main HD (yea that always sucks, go figure), but when I re-install DDO, It logs me in fine, but with no character info (the front screen looks blank, and I'm VIP with 5 toons), and I can't find anyway to contact anyone except for putting in a ticket. Seems very lackluster to me compared to both how DDO used to be, and how I think any MMO should be. Searched all over web, no customer support number or anything.

*This is also noting I know they moved recently to standing stone, actually contacted old customer support in hopes of getting forwarded, but they could not (apologizing all the way), but through decent web-fu searching, no contact except to drop a ticket atm...that's kinda *** to me.

Yeah, there hasn't been any phone support for a while now.

For the problem you describe -and don't hate me for asking this - did you log back in to the correct server?

(It happens. Was talking to an old friend this past week who stopped playing years ago cuz when he logged in his characters were gone. He admitted he hadn't paid attention to what server he had been on, or logged in to recently, having always just gone with the one on top of the list.)

[dedreo]

Yeah, there hasn't been any phone support for a while now.

For the problem you describe -and don't hate me for asking this - did you log back in to the correct server?

(It happens. Was talking to an old friend this past week who stopped playing years ago cuz when he logged in his characters were gone. He admitted he hadn't paid attention to what server he had been on, or logged in to recently, having always just gone with the one on top of the list.)

Wow...okay so apparently yea, it has me logged into a diff server at the time. Either way, it's all good now, and I feel pretty stupid, lol.

[lunah69]

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?

Nope.. There is no communication at all. Well, there is from our/my part. The tickets, emails, PMs but there is a complete lack of communication on their behalf. Very frustrating It's apparently impossible to reply to our tickets!!

[cdbd3rd]

Wow...okay so apparently yea, it has me logged into a diff server at the time. Either way, it's all good now, and I feel pretty stupid, lol.

No need to feel that way. It happens a lot, to a lot of folks.

Glad it was the right fix for ya.

[PnPurist]

Three tickets , two weeks and no word on my underdark purchase.
There have been 1500+ tickets since my last one. It seems impossible for them to even catch up if theyre this far behind.

Obviously this company needs to be fired as anyone with this poor a track record would in any industry.

Just resend a working code.
It's that easy.

I received word earlier that CS_Alkaid is indeed working behind the curtain to get things improved in the CS department. I don't know if there's a personnel issue, or some technical issues.

For whatever my words are worth, there is work going on in the shadows.

That said, I can totally understand the frustration of issues hanging unresolved as long as they have. I know if I was new, I'd be sorely tempted to walk away. Hopefully for most, the good still outweighs the bad and they decide to stick it out.

*dismantles makeshift podium*

[lunah69]

Three tickets , two weeks and no word on my underdark purchase.
There have been 1500+ tickets since my last one. It seems impossible for them to even catch up if theyre this far behind.

Obviously this company needs to be fired as anyone with this poor a track record would in any industry.

Just resend a working code.
It's that easy.

1500?? :O Wow now i'm scared..... So what are our options? Wait longer or try to get our money back? I've been here since 2009 (off and on) and i just want to play. I really don't feel like getting them into trouble, if we all would hand it over to paypal that's what they will be in. But this is just ridiculous? I've no idea what to do.

[PnPurist]

I paid with a debit card and I can't get them to refund it. IDK.

How hard could it be to have software that knows not to give invalid game codes?

Are they criminals? Has DDO become a scam? fishing for people too lazy to take action? It's obviously time the people peripherally involved in this game to start holding this company accountable.

Thumbnail is a screenshot of the # of tickets since my first and most recent

1500?? :O Wow now i'm scared..... So what are our options? Wait longer or try to get our money back? I've been here since 2009 (off and on) and i just want to play. I really don't feel like getting them into trouble, if we all would hand it over to paypal that's what they will be in. But this is just ridiculous? I've no idea what to do.

[cdbd3rd]

....<stuff>...

Warning retracted. Carry on.

[lunah69]

2 for 2.

Since you're fairly new, I'll try suggesting that you might want to take a stroll thru the forum rules (top of every page). Effective communication doesn't require insults.

I agree But i can imagine people (<-- myself, sometimes) get frustrated. There is no need for insults, but it's frustrating, not to be heard. When you open a ticket, PM head CS, post here on the forums, and nothing happens. No-one "bothers' to reply. I can imagine people get mad. Some people have waited for nearly 3 weeks now. The money is taking out of our accounts and nothing happens. It's not about the code not working, at least it isn't for me. Things like that do happen, but the lack of communication is just frustrating. Not 1 word, nothing. :/

So yea, i can imagine people get angry. I know it's pointless so i refrain from venting my frustrations myself but i do understand the ones who do. This is not our fault. SSG has messed up and they need to sort this, soon.

[PnPurist]

Assumptions

I've been playing since 2008 & poured a ton of money into this game. The idea that I should court the forums until I've proven myself to be worthy is So very .. internet.

[cdbd3rd]

I've been playing since 2008 & poured a ton of money into this game. The idea that I should court the forums until I've proven myself to be worthy is So very .. internet.

That is not what I said. I said I was taking the time to give you a friendly heads up because you were new. If you're posting knowing full well what you're doing, I simply retract my posts and let the chips fall where they may.

[cdbd3rd]

I agree But i can imagine people (<-- myself, sometimes) get frustrated. There is no need for insults, but it's frustrating, not to be heard. When you open a ticket, PM head CS, post here on the forums, and nothing happens. No-one "bothers' to reply. I can imagine people get mad. Some people have waited for nearly 3 weeks now. The money is taking out of our accounts and nothing happens. It's not about the code not working, at least it isn't for me. Things like that do happen, but the lack of communication is just frustrating. Not 1 word, nothing. :/

So yea, i can imagine people get angry. I know it's pointless so i refrain from venting my frustrations myself but i do understand the ones who do. This is not our fault. SSG has messed up and they need to sort this, soon.

I absolutely agree with all of that. Even only having 1 minor issue myself right now, I can see where folks are rightly upset with CS at the moment - especially those like you who have bought codes that are erroring out.

Like I just posted to PnP', it's not the frustration that I was warning against but simply the included insults that were going to draw attention from the Frax Monster. Some new folks come from forums that are not strictly moderated. (An error I have rectified. Heh.)

[PnPurist]

I absolutely agree with all of that. Even only having 1 minor issue myself right now, I can see where folks are rightly upset with CS at the moment - especially those like you who have bought codes that are erroring out.

Like I just posted to PnP', it's not the frustration that I was warning against but simply the included insults that were going to draw attention from the Frax Monster. Some new folks come from forums that are not strictly moderated. (An error I have rectified. Heh.)

But it's not just at the moment I've been seeing this kind of problem in posts going back a year. SS owns the whole game now. And you guys are the only ones we can talk to...

It comes across as sketchy to me

[lunah69]

16 days... that's how long it has been since i've purchased a fubar MotU code, 16 days since my money was taken out of my bank account. And i haven't heard anything from CS. I've even PMed head CS on here and nothing. No-one even bothers to reply. I'm disgusted by how long this is taking. Very frustrating

[Bumbleberg]

I used to have my account subscription through turbine, just tried logging into my DDO, it said "No subscription found!"
How do I get a new subscription so I can get access to my old DDO account?

[Vyrzain]

I used to have my account subscription through turbine, just tried logging into my DDO, it said "No subscription found!"
How do I get a new subscription so I can get access to my old DDO account?

There maybe something wrong with the DDO account center as MarieJoelle and myself are having issues.
For me it started today in the early AM.

Maybe See..
https://www.ddo.com/forums/showthrea...=1#post5976363

[HouseofCastelle]

I'm at 21 days. They replied to my ticket today, for the first time. The problem is that I can't get access to content I've purchased (shadowfell). When I try to apply the code in the store, it says I already own it. I think this is due to me buying the dragonborn, which is included in the shadowfell pack too. So they will need to manually give me the content, which must be too much of a hassle.

I've made my replies to the ticket, and I'm hoping I don't have to wait another 21 days for a resolution..


<Update!>
They have now manually added the content. I'm all set. So, it may take a bit to get support, but they did resolve the issue once they got to it.

[lifestaker]

Wow 21 days for your resolution, think that is the fastest time yet. Good job. Any tips on what to bribe them with to respond to an issue?

If you read that sarcastic, note that I am still waiting for response/resolution since March, and have given up on SSG support doing anything, to include existing, despite my normally positive outlook on things.