Purchased both MotU and Shadowfell and MotU product key isn't working

[YUTANG75]

I just got my first reply and it was a good one, the motu code has been manually added to my account So i will be checking it as soon as i have time but i just assume everything will be working as it should!

Yay! \O/ Took way longer than it should have but it's done now. I admire your perseverance in following this through though. Enjoy your new content!

Ps: On a completely unrelated note I saw your character yesterday and thought "what a clever name" not knowing it was you until just now when I noticed.

[cdbd3rd]

I just got my first reply and it was a good one, the motu code has been manually added to my account So i will be checking it as soon as i have time but i just assume everything will be working as it should!

[lunah69]

Yay! \O/ Took way longer than it should have but it's done now. I admire your perseverance in following this through though. Enjoy your new content!

Ps: On a completely unrelated note I saw your character yesterday and thought "what a clever name" not knowing it was you until just now when I noticed.

I'm really, really glad i didn't have to report this, i would have hated it. That's why i have managed to wait this long. Plus i have been able to vent my frustrations on here

And nice, i have no idea who you are though! Send a tell next time you see me The char started as a gnome warlock and i thought the name suited her.

I know what i will be doing this evening, exploring my new content!! *dances*

[DYWYPI]

Twinkle, that sounds like good news. Certainly Standing Stone Games need to strive to improve their official Customer Service presence [Service and Support] feedback. Plus consider in future about actually being more proactive with attempting to respond to the valid justified Personal Messages, i.e. concerning assistance to officially designated SSG Customer Support representatives, etc. Going from the recent feedback it appears SSG somehow needs to vastly step-up-a-gear regarding positive forum communication regarding Support efforts in the forums regardless of whether they are understaffed.

I suspect they [Customer Support] are in a crisis and in an very uncertain environment at the moment. Albeit its harder to respect an entity if it doesn't respond, healthy communication is normally two-way. One of the most sincere forms of respect is actually listening to what another has to say.

Twinkle, a little bird told me; your fellow Guild members were hoping you could hold out just a few more days... they know you're not a quitter. In rivers, the water that you touch is the last of what has passed and the first of that which comes; so with present time. Enjoy your long awaited MOTU Expansion content. :D

[SHODANFreeman]

I just bought the expansions today and I am having this exact same issue with the MotU key.

[lunah69]

I just bought the expansions today and I am having this exact same issue with the MotU key.

Have you submitted a ticket? If not i suggest you do so, it may take a while but it will get sorted sooner or later Good luck!!

[SHODANFreeman]

Have you submitted a ticket? If not i suggest you do so, it may take a while but it will get sorted sooner or later Good luck!!

I did submit a ticket, it's been almost 36 hours without a response. Is there any way I can make them find my request faster?

[DYWYPI]

Currently, it appears (only based on observing a small sample on the DDO forums). The average wait time for some people with same issue; regarding erroneous MOTU codes, appears to around three weeks... That's before a human SSG Customer Support representative acknowledges and responds to your plight and begins dealing with your ticket.

You've posted in the forums so hopefully a SSG Customer Support representative, will have read your post. However, they don't seem to deem it important enough to actually respond via PM or directly within the [Service and Support] forums, regarding this specific issue. Suggesting legally they cannot; company policy, or are purposely choosing to ignore some Customer Support forum communication.

Aside: Severlin, briefly mentioned in a recent thread [486352] (post [#18]) about some delays. Plus SSG Customer Support is under strain (post [#21]). That seems to be about the closest to any official word from SSG on this topic.

Therefore due to disregard and lack any of solid official communication, feedback within [Service and Support] forums. It's been mostly left to the DDO Player Community to keep each other informed and up-to-date on the current faulty MOTU code ticket progress situation.

Even though the forum official Customer Support communication has been near none existent, it does appear given time (after several weeks) the tickets relating to MOTU are being resolved. So it's highly unlikely you can hurry the process.

I could suggest you start another thread (regarding the faulty MOTU key) or use PM and request the Forum Moderator to move your post into a new thread. That way should you be lucky enough to get a response from Customer Support? They'll be able to focus on your own thread. As Twinkle's [OP] thread has been resolved after Day 22.

Good luck, and I hope you don't have to wait over 21 days to get a response from Customer Service. :-)

[lunah69]

I did submit a ticket, it's been almost 36 hours without a response. Is there any way I can make them find my request faster?

I'm afraid not.. I had to wait 22 days before i got my first reply. It was to tell me that the code had been applied to my account.

Bumping my ticket, PMing staff members, tweeting, PMing on facebook and posting on here, the forums, haven't done anything up for me. It was a long, frustrating, 22 day wait. Hopefully you won't have to wait this long

[darkrangr]

Yep, same issue for me. Shadowfell worked fine but the Menace expansion is failing to activate. I opened a ticket, but this sucks.

[SaintPhillip]

I had been planning on picking up the Xpacs myself and have been holding out and watching this thread closely- Seems this is still an issue then it would appear....

A couple questions- Is this problem happening with purchases of the xpacs via the Steam store as well or is this just through the DDO Market store or whatever? I wanted to go through the official store to get the deal for buying both xpacs (and the free upgrade) and I dont think you can get that through steam but im not sure.

Either way, I feel really sorry for you guys and you have far more patience than me- I would be doing a chargeback within a few days (which seems more than reasonable to me for either the delivery of a digital good or at least a response from cs) so Ill be holding off for now unless I can get the same deal through steam somehow.

[EndOfAnEra]

I had been planning on picking up the Xpacs myself and have been holding out and watching this thread closely- Seems this is still an issue then it would appear....

A couple questions- Is this problem happening with purchases of the xpacs via the Steam store as well or is this just through the DDO Market store or whatever? I wanted to go through the official store to get the deal for buying both xpacs (and the free upgrade) and I dont think you can get that through steam but im not sure.

Either way, I feel really sorry for you guys and you have far more patience than me- I would be doing a chargeback within a few days (which seems more than reasonable to me for either the delivery of a digital good or at least a response from cs) so Ill be holding off for now unless I can get the same deal through steam somehow.

I made my purchase through the Steam wallet and experienced this issue. It took customer support exactly 14 days to the hour to get to my ticket. They did resolve the issue and applied the xpac to my account and gave myself a 500 DDO point bonus. However, I did not get my spider mask that comes with the xpac. I'm not overly worried about the cosmetic however, I was relieved to get my purchase finally and support seemed so swamped I thought it would be better not to bother them about a useless cosmetic. I didn't purchase Shadowfell Conspiracy as of yet as this problem has persisted for roughly 30+days and still seems to be happening; it makes myself reluctant to use the shop without an official SSG post about the situation. Through out the entire wait period for some CS help, I never received a message / notification. I noticed after 14 days I had an email stating the product had been applied to my account. I also noticed that some customers had an even longer wait then what I did.

[SHODANFreeman]

Day 6, still no reply from support. Sigh.

[MasterKernel]

However, I did not get my spider mask that comes with the xpac.

Because it doesn't come with the expansion. It was a pre-order bonus that is no longer available.

[darkrangr]

Day 6, still no reply from support. Sigh.

Day 5 for me, friend just bought it as well and his failed to work. So freaking lame.

[lunah69]

It will be sorted for you guys, it may take 3 weeks but it will be fixed Been there, done that. Just bump your ticket every now and then.

What really boggles me is how invalid codes are still being sold :/ I really don't get that. This has been going on for weeks now.

Good luck guys!!

[Yndrofian]

This lack of customer support is truly abysmal. If I were in your shoes I would be reporting SSG to my credit card company for failure to provide services

QFT!!!!

ive got 2 guildies that this has happened to and it has stalled our permagroup progression... thats been ongoing for ~9months
i get one evening a week to play and we have to do content outside of our campaign or not at all! and not even a 'sorry about your luck' from customer 'support'

[seasa]

Ugh... just purchased MoTU expansion for me and my brother from steam my brothers worked and mine doesnt. Disposable digital good already bought.....Couldnt even make the error make sense? Now im reading everyones posts and it could take up to 3 weeks to resolve?

[kkoliver]

The devs don't read this part of the forums guys. I checked the "dev tracker" and there hasn't been a single post over here for over a month. However, they are responding to complaints on their BBB page. If you want your issue addressed quicker here is their BBB link:
https://www.bbb.org/boston/business-...hgts-ma-188406

[seasa]

Thanks ill get on it dude the more people that do this the faster this will get resolved..