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

[lunah69]

I opened a ticket today directly with Daybreak about SSG' s complete lack of concern in this matter. I will post any findings, information or replies they respond with as long as it does not include personal information. This situation is unacceptable.

I agree and yes, please keep us posted

[Six_Gun]

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 and then be moving on to another game.

You shouldn't have any issue getting a refund since SSG hasn't responded to your inquiries and hasn't made any effort to rectify your situation.

[lunah69]

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 and then be moving on to another game.

You shouldn't have any issue getting a refund since SSG hasn't responded to your inquiries and hasn't made any effort to rectify your situation.

I think you can report it after 30 days? To paypal? I will look into it. I didn't want to take it this far, to be honest. (i still don't )

But it's like talking to a brick wall, the lack of respect towards us is just disgusting. All we want is to play the game and get what we have payed for. I've played off and on since 2009 and have always been VIP. Never had any trouble but this is just ridiculous. I feel really frustrated, am sick of checking my email, hoping for a reply. I'm starting to get angry, took 16 days but yes, starting to get there now.

[EndOfAnEra]

I agree and yes, please keep us posted

Daybreak replied to the issue already, talk about rapid response, their reply was that SSG was it's own company which is very interesting considering Daybreak's logo is at the bottom of this very forum page.

[lunah69]

Daybreak replied to the issue already, talk about rapid response, their reply was that SSG was it's own company which is very interesting considering Daybreak's logo is at the bottom of this very forum page.

I agree. I'm on day 17 now and getting more fed up by the hour :/

[EndOfAnEra]

I agree. I'm on day 17 now and getting more fed up by the hour :/

I'm sure they will get to fixing it, I would just like to know "when". I'm sure they are having a difficult time with their current transition. I realize things like this happen some times, the important thing is that they show they can resolve the issue in as timely a manner as possible. It's frustrating, but losing your temper with them won't help you or them, I'm sure they didn't intend for it to happen.

I have faith in them to resolve the issue, I just think that maybe they are spread across two games and a little overwhelmed at the moment from LOTRO issues and DDO store issues.

[EndOfAnEra]

As of today I am surpassing the two week mark waiting for a reply or a resolution to this issue.

[EndOfAnEra]

So support finally got to this issue today, I knew they would come through just not exactly when they would do so. I just want to say thanks to the dev who addressed this issue.

[lunah69]

So support finally got to this issue today, I knew they would come through just not exactly when they would do so. I just want to say thanks to the dev who addressed this issue.

I have received an email as well, on day 18. Saying "this is an email to remind you that your request (#9567) is pending and awaits your feedback"

Well, this is rather strange since my ticket # is 7605, and i have bumped that one several times :/ So something is going terribly wrong

[cdbd3rd]

I have received an email as well, on day 18. Saying "this is an email to remind you that your request (#9567) is pending and awaits your feedback"

Well, this is rather strange since my ticket # is 7605, and i have bumped that one several times :/ So something is going terribly wrong

Could just a be weird internal numbering system.

I'm just glad they finally got around to at least dropping y'all a note. Those of us who lived through the historical Vast & Mysterious™ of '08 know what the void of intel feels like.

[lunah69]

Could just a be weird internal numbering system.

I'm just glad they finally got around to at least dropping y'all a note. Those of us who lived through the historical Vast & Mysterious™ of '08 know what the void of intel feels like.

Well, apart from that note, about that # that isn't mine, i have heard nothing. I have replied and explained it isn't my ticket # and that my problem hasn't been solved yet and it went quiet again.

I'm on day 20 now. I'm really starting to lose the fun in playing. I used to play a lot...

PMing staff on here doesn't help either, i don't get a reply from any of them. They are just as quiet as CS. If this doesn't get sorted VERY soon i think i just want my money back, and then move on.

[EndOfAnEra]

Well, apart from that note, about that # that isn't mine, i have heard nothing. I have replied and explained it isn't my ticket # and that my problem hasn't been solved yet and it went quiet again.

I'm on day 20 now. I'm really starting to lose the fun in playing. I used to play a lot...

PMing staff on here doesn't help either, i don't get a reply from any of them. They are just as quiet as CS. If this doesn't get sorted VERY soon i think i just want my money back, and then move on.

After I opened my support ticket, I went to my e-mail and replied to the message there by attaching my digital receipt, account info, and the transaction numbers all with the time stamps. Simple copy and paste, to help provide all the info I could and to insure that there would be no lack of security information. You may try that if you have not done so yet. The more information you provide, I'm sure the more it will help to resolve the issue.

[lunah69]

After I opened my support ticket, I went to my e-mail and replied to the message there by attaching my digital receipt, account info, and the transaction numbers all with the time stamps. Simple copy and paste, to help provide all the info I could and to insure that there would be no lack of security information. You may try that if you have not done so yet. The more information you provide, I'm sure the more it will help to resolve the issue.

I have done all that 20 days ago. Thank you anyway I have no idea why tickets, younger than mine, get replied to, and worked on, before mine. I guess i'm just unlucky. I am willing to wait a few more days. What i find appaling is how no-one really replies to my PMs on here, facebook, and the ticket. The reply to my ticket wasn't a personal reply. It had nothing to do with why i opened it. It feels as if i am non excistent, getting the silent treatment. This is how it makes me feel atm. The game is starting to lose it's attraction to me :/

[Micki]

I have done all that 20 days ago. Thank you anyway I have no idea why tickets, younger than mine, get replied to, and worked on, before mine. I guess i'm just unlucky. I am willing to wait a few more days. What i find appaling is how no-one really replies to my PMs on here, facebook, and the ticket. The reply to my ticket wasn't a personal reply. It had nothing to do with why i opened it. It feels as if i am non excistent, getting the silent treatment. This is how it makes me feel atm. The game is starting to lose it's attraction to me :/

I'm really sorry. I have no idea why they're giving the customers a silent treatment. Maybe something is amiss with the support system since the move, so they're not actually seeing the issue/ ticket?

What I would do is tweet DDOUnlimited with the ticket number and ask why there hasn't been a reply. This has helped me get faster support in the past. Of course, I don't know how much personell they currently have to work on these issues.

[lunah69]

I'm really sorry. I have no idea why they're giving the customers a silent treatment. Maybe something is amiss with the support system since the move, so they're not actually seeing the issue/ ticket?

What I would do is tweet DDOUnlimited with the ticket number and ask why there hasn't been a reply. This has helped me get faster support in the past. Of course, I don't know how much personell they currently have to work on these issues.

I thought opening, and bumping the ticket, messaging on facebook and PMing 2 staff members on here would be enough to get a reply to my 3 week old ticket.... But i have just made a twitter account and sent a tweet. Hopefully it will help.

Thank you

[lunah69]

Day 22, still no working motu key and still no direct reply. I have bumped my ticket (AGAIN!!) and gave them til friday. If it hasn't been resolved then i think i have waited long enough I will then report it to paypal, together with all my screenshots of the ticket and my replies, the PMs to Devs here on the forum, tweets, facebook messages and screenshots of the initial order and screenshot of the code not being able to be redeemed in the ddo store.

I do hope it will get sorted before then because i'd hate to do it... :/

[Micki]

screenshot of the code not being able to be redeemed in the ddo store.

Did you try using the code on the myaccount page? https://myaccount.turbine.com/

I haven't really been following the changes to the store, but previously, account upgrades purchased through ddo market, could only be used on the myccount page, not in the in game store.

[lunah69]

Did you try using the code on the myaccount page? https://myaccount.turbine.com/

I haven't really been following the changes to the store, but previously, account upgrades purchased through ddo market, could only be used on the myccount page, not in the in game store.

Thank you for the reply but the codes can only be redeemed in the DDO store You can no longer redeem them on the myaccount page.

Thank you anyway!! I wish the solution was as easy as that

[lunah69]

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!

[Micki]

Thank you for the reply but the codes can only be redeemed in the DDO store You can no longer redeem them on the myaccount page.

Thank you anyway!! I wish the solution was as easy as that

Oh, ok. I didn't know that.

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!