Change to Premium Benefits? - NO Tech Support Available?

[LordDunmore]

I have a guild member who upgraded to Premium a couple of weeks ago by redeeming MOTU code.

She is having a problem with her epic destines. She has numerous destiny points to use, but none of the tiers are highlighted white to let her allocate them. We have tried to change destines, reset, you name it.

Earlier this week she submitted a tech support ticket, and was told via email that she couldn't be helped, as she is not VIP.

I distinctly remember reading before the transition to SSG that premium players were entitled to support for a limited time based on the amount of money they spent.

Looking at the Free to Play FAQ, that part of the Premium is no longer listed. This is all that it shows now for Premium:
After your first points purchase in the DDO Store, your FREE subscription is permanently upgraded to PREMIUM!

Quote:
All PREMIUM players receive:

Everything FREE players get plus:

Two additional character slots (4 total)
Gold limit increase (5 gold vs 2)
Faster login
Unquote.

So two questions.

1) How can a non VIP player get something fixed, if they are no longer entitled to support?
2) When did Premium players loose all access to tech support?

[Knobull]

Interesting. That would explain why my recent tickets have gone unanswered even though I have spent money on DDO recently.

AFIAK, this still applies (quote below)... perhaps the support staff (GMs) are not aware of this? Is the support staff new since the change to SSG?

Premium customers will have access to Full Support for a duration of time after purchasing points. The amount of Full Support access is determined directly by the amount spent on points.

$1.00 - 15 days
$14.99 - 30 days
$30.00 - 90 days
$60.00 - 180 days
$100.00 - 365 days

In-Game Support Availability

Your case: technicality(?) because she bought expansion pack and not "points"? But this does not explain my lack of support in recent times.

[JonD]

I have a guild member who upgraded to Premium a couple of weeks ago by redeeming MOTU code. She is having a problem with her epic destines. She has numerous destiny points to use, but none of the tiers are highlighted white to let her allocate them. We have tried to change destines, reset, you name it.

Is she trying to spend her destiny points at the Fatespinner or elsewhere?

If she is at the Fatespinner, then clicking on a different destiny (but *NOT* selecting 'Make Active' to actually change it) and back again usually fixes the problem. If this is what you meant by "change destinies", then I apologise for misunderstanding.

Has she clicked 'Make Active' on the destiny she wants?

If the above doesn't help, then all I can suggest is PM a dev.

[C-Dog]

Earlier this week she submitted a tech support ticket, and was told via email that she couldn't be helped, as she is not VIP.

Something similar happened to me, and I received that same email. HOWEVER, it was b/c I had not filed my ticket properly - I had claimed VIP status/"other problem", and so was automagically rejected as such (b/c the game had automagically failed to upgrade me, and so the ticket screening system read me as a bald-faced liar!).

Have her try again - use the pull-down menus for F2P, follow the flow of those, and all ~should~ be well. One hopes.

[LordDunmore]

We have tried all of that. No luck at all. Thanks for the tip though.

[Cordovan]

We'll have to look into this further. Your friend should be receiving help as a Premium player. Have your friend PM me and get me a ticket number if possible.

[LordDunmore]

We'll have to look into this further. Your friend should be receiving help as a Premium player. Have your friend PM me and get me a ticket number if possible.

Will Do. I probably won't see her until next weekend, so it will be a bit before she responds.

Can you clarify/modify the FAQ at https://help.standingstonegames.com/...e-to-Play-FAQs as it says here there is no support for premium.

Thanks for the quick response!

[Systern]

I have a guild member who upgraded to Premium a couple of weeks ago by redeeming MOTU code.

She is having a problem with her epic destines. She has numerous destiny points to use, but none of the tiers are highlighted white to let her allocate them. We have tried to change destines, reset, you name it.

Being able to change your epic destinies in public areas is a VIP perk.

Premium-scum like us need to go talk to a Fatespinner and choose the "I would like to manipulate my destiny." option to be able to, err, manipulate the destiny.

[Cordovan]

Will Do. I probably won't see her until next weekend, so it will be a bit before she responds.

Can you clarify/modify the FAQ at https://help.standingstonegames.com/...e-to-Play-FAQs as it says here there is no support for premium.

Thanks for the quick response!

I don't see where it says there is no support for Premium players. Can you point me at the text you're seeing?

[Taimasan]

I don't see where it says there is no support for Premium players. Can you point me at the text you're seeing?

I believe they are saying that it does not explicitly say that premium members DO have support.

[Draxis]

Huh? This seems like troll-baiting with FUD. All players of DDO can expect to receive support. VIP players just receive priority for support.

EDIT: Oh I see - That support scheme is odd. Guess they make do with what they can afford.

I have a guild member who upgraded to Premium a couple of weeks ago by redeeming MOTU code.
She is having a problem with her epic destines. She has numerous destiny points to use, but none of the tiers are highlighted white to let her allocate them. We have tried to change destines, reset, you name it.

Weird. I had a similar issue a few days ago. For me switching from one destiny back to the one I had un-spendable points in fixed it. Sorry it did not work for you. If this is a widespread issue with multiple people reporting it I'm sure it'll be addressed in the next patch.

[Nyata]

Weird. I had a similar issue a few days ago. For me switching from one destiny back to the one I had un-spendable points in fixed it. Sorry it did not work for you. If this is a widespread issue with multiple people reporting it I'm sure it'll be addressed in the next patch.

Actually... I think it is 'normal' as in... it happens all the time, and most people are so used to working around it, that they hardly even notice. Someone else mentioned it above, but here is the workaround again:

1. situation: you are looking at your active destiny at the fate spinner, but you cannot spend your points, i.e. nothing is highlighted.
2. just select a different destiny on the left side of the window, just look at it for a second, don't make it active.
3. go back to the destiny you want and have active, and voila, spend your points.

[Gremmlynn]

Actually... I think it is 'normal' as in... it happens all the time, and most people are so used to working around it, that they hardly even notice. Someone else mentioned it above, but here is the workaround again:

1. situation: you are looking at your active destiny at the fate spinner, but you cannot spend your points, i.e. nothing is highlighted.
2. just select a different destiny on the left side of the window, just look at it for a second, don't make it active.
3. go back to the destiny you want and have active, and voila, spend your points.

Happens every time for me.

You missed a couple though.
4. Replace the icon for any active ability you upgraded on the hotbar to actually use the upgraded version (this is true for enhancements as well).
5. Turn back on any active stances, etc. from that tree as spending any points in it will turn them all off.

[LordDunmore]

I don't see where it says there is no support for Premium players. Can you point me at the text you're seeing?

In the Free To Play FAQ, there is no mention of Tech Support available. I am sure I read in the past (although it was quite a while ago) that there was text in the FAQ about receiving tech support after spending points or code to become premium.

The faq I am looking at is: https://help.standingstonegames.com/...e-to-Play-FAQs

Note that in the "Tech Support FAQ" it does specifically state that ... "Any subscriber-type (Free, Premium, VIP) can submit a ticket to Technical Support."

There is also the Wiki that discusses "Customer Service" for a specific period of time after spending points, but it doesn't discuss tech support.

Again, I do appreciate you taking the time to look into this.