test content
Logo
What is the Arc Client?
Install Arc
Bad Customer Service
baelien
Member, NW M9 Playtest Posts: 2 Arc User
About 2 months ago I was making a vorpal enchantment. I went got my shards and bought some coalescent wards to ensure that the fusions would not fail. I fused the first lots to make the lesser enchantments, no problem. However, when I went to combine the 4 lesser to make the vorpal, I went to the fuse screen, placed the coalescent ward, checked 800 times I had the ward slotted then pressed fuse. Guess what happened? It failed even though I had a coalescent ward in the appropriate slot!!!
Needless to say I was more than a little upset, I mean how does something fail when its supposed to have a 100% guarantee with the correct enchants and wards? So I put in a ticket and waited..... and waited..... and waited.... I put in another ticket and waited..... and waited.... and waited. Finally, about 5 weeks after I placed my original ticket I got an E-mail from Cryptics customer service branch saying thanks for your ticket, its a known issue that will be fixed in the future.
Great, what about the lesser vorpal enchant I lost or the 500 000 astral diamonds I spent and wasted on what was supposed to be 100% guaranteed result? I have had no response to when or what I will have replaced. To me the length of time and Cryptics refusal to refund something they acknowledge as their fault is not just bad customer service but borders on the abysmal. Get your act together Cryptic.
Let me know what you think or if you've had a similar incident or experience with Cryptics so called customer service or lack there of.
Needless to say I was more than a little upset, I mean how does something fail when its supposed to have a 100% guarantee with the correct enchants and wards? So I put in a ticket and waited..... and waited..... and waited.... I put in another ticket and waited..... and waited.... and waited. Finally, about 5 weeks after I placed my original ticket I got an E-mail from Cryptics customer service branch saying thanks for your ticket, its a known issue that will be fixed in the future.
Great, what about the lesser vorpal enchant I lost or the 500 000 astral diamonds I spent and wasted on what was supposed to be 100% guaranteed result? I have had no response to when or what I will have replaced. To me the length of time and Cryptics refusal to refund something they acknowledge as their fault is not just bad customer service but borders on the abysmal. Get your act together Cryptic.
Let me know what you think or if you've had a similar incident or experience with Cryptics so called customer service or lack there of.
Post edited by baelien on
0
This discussion has been closed.
Comments
. . . . . No one should "suck it up" when unhappy with a Support response. Instead of going to the forums though, one should be replying to Support through the ticket system and inform them what they are misunderstanding or getting wrong - in a polite and civil manner of course.
. . . . . A lot of times, players make personal attacks and other rude behavior in their Tickets and then wonder why they get no response or an undesired response - Businesses in the U.S.A. reserve the right to not reply to hostile consumer complaints. I'm not saying that is what has happened here, just some info for the general public.
. . . . . Also, per the replies: It is false that Support doesn't speak English. PWE is located in California and is employed by many Americans. Now, if one was contacting support for Perfect World Beijing, that would be a different story as the parent company is located in Beijing. PWE is a wholly American subsidiary.
[ Support Center • Rules & Policies and Guidelines • ARC ToS • Guild Recruitment Guidelines | FR DM Since 1993 ]
I'm glad you brought this up.
Zeb, when customer service FAILS privately, the forums is the only place left to go. Sorry, don't agree with you here. When CS politely brushes you off with automated responses after sending tickets in all week, customers turn sour. This isn't our 1st rodeo my friend. You think this is our 1st MMO we've had problems with? Typical negligence from big companies. Dumb-dumb polices are in place so Cyptic and PWE dont get their hand dirty unless, THEY are at risk of liable. That's a big **** to the customer who has spent thousands of hours and hundreds of dollars on their product. That's when all civility goes out the window.
Guess what Zeb, that's a part of signing up for CS work. You're not dealing with happy people singing praises about the game, you dealing with disgruntled ppl in the 1st place, who are coming to you to fix/solve their grievances. CS compounds the issue when they sweep the issue under the carpet. Historically, change doesn't happen without threats. When you threaten to stop supporting a company, or threaten to get your money back, or threaten leave with all your friends, or threaten to expose their negligence, then they start taking you serious. You wanna hurt someone, go for their pockets. You've already lost a handful of great authors due to this same exact issue.
Ok, maybe they don't use translators, maybe it's reading comprehension issues? Personally after spending a week dealing with inept CS, finally they claimed to have gotten a supervisor involved. I sent in a ticket about a person using alt accounts and /or bots to trash my new quest with 1 star rating in order to push it into obscurity. This supervisor thinks the ticket is about profanity and racial slurs in a review, and finish telling me they cant do anything about "reviews" unless the company can get sued over it.
This made me explode. After a week in dealing with all this <font color="orange">HAMSTER</font>, I finally get a supervisor who doesn't know the difference between reviews and rating, and are clueless to my issue. I had to reply to them like a 6 year old child and make crayon drawing on my sceenshot so they could understand better. Either way translator or not, it is freaking ridiculous.
PWE and Cryptic know EXACTLY the issue I have a grievance with. This same thing happened in STO. Which ultimately chased off all your good authors. Now I'm sure you may not agree with my point of view, but I have 1st hand knowledge on dealing with my own customers. I've ran a small construction business for nearly a decade. PWE is acting like they are too big to fail. Trust me, they are no bank.
I've been a loyal Cryptic customer since CoH, until recently dealing with PWE CS. I'm already looking for a new game to play with my guild. Once that happens its all over.
Every time they idiot-proof something...they make better idiots.
I know people are frustrated with the wait times and responses, however, the forums are not a bypass for the support site. None of the forum admins are authorized to bypass the queue.
Great Weapon Fighter: Because when is today not a good day to die?
PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com