Customer Service/ In-game support

[Souless]

I have had to submit multiple tickets because after waiting hours (and I'm not talking about 1,2,or even 8 hours, A FULL WORKING DAY!). I have had tickets closed because I was off-line when the in-game support got to my tickets, 12, 14, and 16 hours AFTER I submitted the ticket. That kind of response time is UNACCEPTABLE!

As a second commentary on the first issue, because of the lack of response, I was on-line waiting (just doing toon maintenance on a mule) when my last ticket was updated. I saw the update go through AND attempted to reach the Dev with a /tell to no avail. My ticket has been moved to a different queue (whatever that means). AND I STILL HAVE NOT BEEN ASSISTED!!!!

I have been waiting for more than a year for a correction/fix for a learning tome. And now I have been waiting since the Feb. 4th for assistance with my +7 Stat tomes. Neither of these fixes require me to actually be on the toon that submitted the ticket in order to correct.

One way to at least offer some info for us is maybe do what the cable-guys do and give us a time window of when you expect to get to our ticket. It could even be done automatically. For example say you complete 100 help tickets an hour and when my ticket comes in it is number 1000. The help ticket could update and say your ticket will be seen in 9-12 hrs and post the time. Then I could be on, on the correct toon, and get the assistance that I was looking for without a need for this rant here in the forums!

I'm going to close with....I STILL HAVE NOT BEEN ASSISTED BY CUSTOMER SUPPORT!!!!

The Bytcher~

[Bob_of_QF]

This appears to be the new "normal".

I had submitted a ticket (a couple of weeks back, now) and waited (doing other things) several hours-- nothing.

This is my last year as VIP, unless something Amazing! Stupendous! Marvelous! happen to DDO between now and this summer (when my VIP expires).

So far? I have yet to see (to me) game breaking issues even discussed, let alone addressed by .. ahem... "updates".

[Souless]

This appears to be the new "normal".

I had submitted a ticket (a couple of weeks back, now) and waited (doing other things) several hours-- nothing.

This is my last year as VIP, unless something Amazing! Stupendous! Marvelous! happen to DDO between now and this summer (when my VIP expires).

So far? I have yet to see (to me) game breaking issues even discussed, let alone addressed by .. ahem... "updates".

I have been VIP since this games inception in 2006..I even participated in beta...

Since 10:29 am when they moved my ticket to the queue for when I would be online I have been on this toon waiting...it is 6:00 pm so..another 8 hrs down the drain....


The Bytcher

[Vexious]

Sorry to hear bud, I hope it's worked out soon. It really is a shame that players of whom have been investing money for years into the game are receiving the poor service in return.

[J-2]

It is truly a shame what they are doing.

I also invested a lot of money in the game, and as a reward, they treated me extremely bad as well.
I didn't quit since I have the investment, but I do refuse to give them anymore money.

Maybe they'll figure out cause and effect real soon.

[JOTMON]

That sucks soul.

I would have thought the GM's would have fixed you up.

Surprised the /tells didn't get any response.

[airbornerangers]

well, glad i went f2p, there is NO customer service at this time in this game, period

[JOTMON]

did you pm cs_alkaid ?
She has been good at getting a lot of the issues resolved that the in-game GM's cant.

[Alisonique]

did you pm cs_alkaid ?
She has been good at getting a lot of the issues resolved that the in-game GM's cant.

cs_maji is also very capable and has been good (and patient with ) me

[Soulstrem]

I feel your pain, as I have been dealing with support 2 weeks over a "Turbine Point Card" they claim isn't in their system. Cordovan pm'd me that they would help me with an old card but they even tried telling me Walmart didn't activate it, I had a manager return the card and issue a new one that doesn't work either....

[Souless]

Now I have an update!

I was just assisted, in-game, all of my issues were resolved.

Thanks for all of your help!!!

I'm off to adventure!! See everyone back in game!

The Bytcher~

[Infinitedrift]

You have to realize that they have a very limited amount of resources. They can't hire armies of customer service people like, World of Warcraft for example. So, a slow response time to me, is acceptable. However, what isn't acceptable is being treated as though I'm a non-customer after I've spent probably over $500 on this game just because I'm not a VIP. I have purchased almost all of the content, and many, many cosmetic items, mirror of glamering, weapon aura, etc, as well as astral shards, and of course DDO (formerly Turbine) points. My last experience with customer service here was asking for a heart of wood due to monk changes so that I could incorporate the changes into my current build. I suggested that they should provide everyone who played that specific class one, to do the same. I was told that "freebies are not available upon request from the DDO store" as if I had never been a paying customer. "Shew, beggar." Even a casino gives a customer a complimentary room or buffet once in a while. If they are hurting for dollars that bad, then this game is doomed. Otherwise it's probably just investors slapping them in the face with a belt so they can pimp more money. Basically, if you are not VIP, you are a non-customer no matter how many thousands of dollars you spent.