What The Hell Is This?

neuraldamage · August 2013

Unbelievable Customer Support incident here.

[Neural has problems with getting through Account Guard; tickets with CS don't make any progress.]

[Please don't post private correspondence, including with Customer Support. While I understand that this is an issue, the forum rules prohibit posting private correspondence. -TrailTurtle]

Yeah ok. I had actually thought about that but since I had seen other posted correspondence go unmoderated I figured the rules had changed with the forum change and didn't check 1st. My bad.

Nothing to see here, just CS telling me they don't want my money.

No Gold for you children, I've got no option but to sell you all for scientific experiments.

fudgemonsta · August 2013

That's a generated email, I got one before when I attempted to activate my account.

Mind you, I had this one account, and a single other one. That's it.

Try another ticket. Probably got handwaved by a lazy CS.

kojirohellfire · August 2013

Perfect World has the worst customer support I have ever seen. From what I've learned, you seem to have to start screaming at them to get any meaningful communication back. And even that communication is still sub-par.

nextnametaken · August 2013

I'm sure if you make a ticket to billing and explain the accounts , like so:

emailname@emailaddress = me <<< I WANT TO PAY MONEY ON THIS ONE$$$

emailname2@emailaddress = wifeypoo
emailename3@emailaddress = rugrat
etc

They might make things work.

crosschan · August 2013

Request a tier escalation for your issue and remain polite. This, in my experience, raises your success rate to 50%. Eventually, in theory, you'll reach someone high enough to be able to assist you. It is entirely possible, since it happened to me on an unrelated ticket issue that since CS changed hands to PW that there might not be anybody left who knows CO well enough to assist you with your issue. I do hope this is not the case and wish you luck though. :biggrin:

trailturtle · August 2013

Edited to remove private correspondence. If you'd like to post your ticket number, I can ask CS to look into it tomorrow.

kojirohellfire · August 2013

It's because you don't want examples of customer support's terrible service and communication lying around.

crosschan · August 2013

Now now, let's be fair. These rules were here before TT and it's his job to enforce them. It's "The Higher Ups" who don't examples of customer support's terrible service and communication lying around. :biggrin:

sekimen · August 2013

trailturtle wrote: »

Edited to remove private correspondence. If you'd like to post your ticket number, I can ask CS to look into it tomorrow.

Can you check "130731-000231"? I haven't received a response since July 31.

gingervitos · August 2013

kojirohellfire wrote: »

It's because you don't want examples of customer support's terrible service and communication lying around.

Still on the upside we have an utterly fantastic example of an idiot trying to troll the main community moderator.
Did you start out this dumb or did your parents have to work at it by dropping you on your head multiple times?

pallihwtf · August 2013

I got my responses from the customer service in 1 day... They even responsed to my "Thanks", which was unnecessary. :biggrin:

ariesmajor · August 2013

kojirohellfire wrote: »

Perfect World has the worst customer support I have ever seen. From what I've learned, you seem to have to start screaming at them to get any meaningful communication back. And even that communication is still sub-par.

They aren't the worst nexon leaves tickets open on player issues for months to years.

trailturtle · August 2013

sekimen wrote: »

Can you check "130731-000231"? I haven't received a response since July 31.

Should be handled now.

sekimen · August 2013

trailturtle wrote: »

Should be handled now.

Solved. Thank you

warcanch · August 2013

gingervitos wrote: »

Still on the upside we have an utterly fantastic example of an idiot trying to troll the main community moderator.
Did you start out this dumb or did your parents have to work at it by dropping you on your head multiple times?

Hmm, let's see ...
1) My brother has knocked a boat mast, small tree and small telephone pole on my head
2) A slow rolling car ran into my head while I was picking up my books that some jerk had knocked from my hands
3) I've personally knocked my head from: a motorcycle accident (hit a deer head-on, hit the road 1st with my head, but I was wearing a helmet), falling off a short cliff from my bicycle, and .... jumping onto a moving merry-go-round that I was pushing to get it going FASTER.

Now, what was your question again?:biggrin:

P.S. I'm an older gamer. Well before pads, bicycle helmets, etc. And I survived .... WITH scars and stories!

kojirohellfire · August 2013

gingervitos wrote: »

Still on the upside we have an utterly fantastic example of an idiot trying to troll the main community moderator.
Did you start out this dumb or did your parents have to work at it by dropping you on your head multiple times?

I'm sorry, but maybe you weren't here during the Great Subscription Expiration Debacle of '13 where Perfect World customer support claimed everyone's banks were responsible.

Honestly, I find it highly humorous that one of the rules around here is to not show private correspondence with CS while Perfect World maintains such atrocious service in stated department. But woe unto she who criticizes such policies, for she shall be met with accusations of trolling and ad homonym attacks against her intelligence by Perfect World's loyal cheerleader brigade.

agentnx5 · August 2013

trailturtle wrote: »

sekimen wrote:

Can you check "130731-000231"? I haven't received a response since July 31.

Should be handled now.

gj TrailTurtle!

crosschan · August 2013

For clarification, Kojiro, I do not think you're wrong about CS for the most part. My last ticket was replied, escalated, and handled in less than 24 hours and that's fairly astonishing in the grand scheme of things. Now, on the flipside of that coin, I'm still trying to get a ticket from 2009 resolved that I've put in over a dozen times. I don't even get "Canned replies" anymore about it. They just delete it...completely. I simply said it wasn't TT's fault.

From my experiences he is the best Cryptic has ever had in his position and genuinely goes above and beyond the duties of his station to try to assist and better the community. All of this and he legit leveled a toon to 40 to occasionally run the content with us when he could have insta-40ed and phoned it in. This is was my disagreement with your post, nothing more nothing less.

cybersoldier1981 · August 2013

I've had customer service from Cryptic that helped me out when I got hosed. I appreciated it, sincerely.

There was one time where I got a response from a GM that was probably flat out condescending at best, and if I do have a problem and I get a response from this particular GM, I'll simply request another.

gingervitos · August 2013

kojirohellfire wrote: »

I'm sorry, but maybe you weren't here during the Great Subscription Expiration Debacle of '13 where Perfect World customer support claimed everyone's banks were responsible.

Honestly, I find it highly humorous that one of the rules around here is to not show private correspondence with CS while Perfect World maintains such atrocious service in stated department. But woe unto she who criticizes such policies, for she shall be met with accusations of trolling and ad homonym attacks against her intelligence by Perfect World's loyal cheerleader brigade.

kojirohellfire wrote: »

Madame I said it was a fantastic example. Please learn to take a compliment :P
Also I am far from a cheerleader I could tell you some PWE CS horror stories but as its has been proven in this thread TT is a man that gets stuff done.

Yes he follows the forum rules to a letter but thats his job. He doesnt need to help people but he does thats not his job.

If you randomly dish out unjust jibes at people you must be ready to receive them back.

kojirohellfire · August 2013

crosschan wrote: »

For clarification, Kojiro, I do not think you're wrong about CS for the most part. My last ticket was replied, escalated, and handled in less than 24 hours and that's fairly astonishing in the grand scheme of things. Now, on the flipside of that coin, I'm still trying to get a ticket from 2009 resolved that I've put in over a dozen times. I don't even get "Canned replies" anymore about it. They just delete it...completely. I simply said it wasn't TT's fault.

From my experiences he is the best Cryptic has ever had in his position and genuinely goes above and beyond the duties of his station to try to assist and better the community. All of this and he legit leveled a toon to 40 to occasionally run the content with us when he could have insta-40ed and phoned it in. This is was my disagreement with your post, nothing more nothing less.

gingervitos wrote: »

Madame I said it was a fantastic example. Please learn to take a compliment :P
Also I am far from a cheerleader I could tell you some PWE CS horror stories but as its has been proven in this thread TT is a man that gets stuff done.

Yes he follows the forum rules to a letter but thats his job. He doesnt need to help people but he does thats not his job.

If you randomly dish out unjust jibes at people you must be ready to receive them back.

Oh, I'm sorry... I was under the impression that trailturtle, as the Community Manager, is the official representative the company that he works for, Perfect World Entertainment. Yes, I know he personally doesn't decide the rules here, that much should be obvious to anyone. My comment was not directed to him personally--and it's frankly ridiculous of you to assume that--but toward the company he acts as a representative of.

Now sod off.

gingervitos · August 2013

kojirohellfire wrote: »

Now sod off.

I love you

chaelk · August 2013

I've never had any problem with CS here. If I get one of the we are very busy, I jst wait. The rest all get answered and sorted fast.

as opposed to WoW where no response for a fortnight(thats the auto response)seemed to be standard and Rift which I don't think I ever got an answer from.

nepht · August 2013

chaelk wrote: »

I've never had any problem with CS here. If I get one of the we are very busy, I jst wait. The rest all get answered and sorted fast.

as opposed to WoW where no response for a fortnight(thats the auto response)seemed to be standard and Rift which I don't think I ever got an answer from.

But we must factor in since Neverwinter CS has been a bit slow to act. It took two weeks for PW to fix the missing zen I bought on my silver alt account ( I play Neverwinter under the radar

) , but will give them their due they did fix it and I got a very apologetic email with it. it was all very pleasant.

They need to hire more CS they should have understood how popular NW would be and with more players come more tickets. Cryptic/PWE sort of dropped the ball on this one.

gunsang1 · August 2013

Sh*t happens. They'll try to fix it.

If you don't try to help them, they won't help so easily back. It's not their job to care about deconstructive vomit or insults. They WILL skip right over you if you wanna spout nonsense.

I also got a huge chuckle by gingervitos. Well played sir, well played. I couldn't agree more.

nepht · August 2013

gunsang1 wrote: »

Sh*t happens. They'll try to fix it.

If you don't try to help them, they won't help so easily back. It's not their job to care about deconstructive vomit or insults. They WILL skip right over you if you wanna spout nonsense.

I also got a huge chuckle by gingervitos. Well played sir, well played. I couldn't agree more.

I do enjoy the Kojiro and Ginger show its reminds me of that film Grumpy old men.

kojirohellfire · August 2013

gunsang1 wrote: »

Sh*t happens. They'll try to fix it.

If you don't try to help them, they won't help so easily back. It's not their job to care about deconstructive vomit or insults. They WILL skip right over you if you wanna spout nonsense.

I also got a huge chuckle by gingervitos. Well played sir, well played. I couldn't agree more.

Right, because everyone who has contacted customer support and had a poor experience has just typed mindless scree insulting their grannies and haircuts. You would know this because you're secretly an NSA agent that reads everyone's emails. Uh-huh.

It's never PWE/Cryptic's fault, nope not ever. They're as pure as white snow.

chaelk · August 2013

WE're not saying it's not, just that sometimes they do get things done. And a lot of times they don't

They have hired more CS people, unfortunately not enough.

The pile is made worse by some people ON NW who put in multiple tickets for the same thing " I put in 11 tickets about it this week." Not kidding.

The biggest problem area for support seems to be the billing section,it seems to be harder for them to find out anything about that.

some tickets do get lost.... oh like when the ticket system crashes.. or soemone does the easy way and just closes them. None of mine have but I've seen enough complaints about that.

on the other hand if you see a thread of people with your problem, do what I did with the stipend problem in april.
email the thread to them pointing out that a lot of people are affected by this. could you check the accts area and see if they know about it and what is happening

kojirohellfire · August 2013

chaelk wrote: »

WE're not saying it's not, just that sometimes they do get things done. And a lot of times they don't

I'm pretty sure my response was directed to the guy making unfounded accusations towards people about their bad CS experiences.

on the other hand if you see a thread of people with your problem, do what I did with the stipend problem in april.
email the thread to them pointing out that a lot of people are affected by this. could you check the accts area and see if they know about it and what is happening

Oh, that's what I did during the Great Subscription Expiration Debacle of '13. It didn't help much, unfortunately.

As far as I'm concerned, Perfect World's customer support is a lost cause.

What The Hell Is This?

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