This is a very fun game, kudos to the developers for their hard work in creating something special. Many of us that had been looking forward to Neverwinter Online launching, feel you have exceeded our expectations.
The problem for you as a developer is that this game is not going to make it. Here is why:
The economic profitability of the game is driven off of micro-transactions, specifically the purchase of Zen. Like it or hate it (personally I like it) this is how this game is structured. The issue is that the behind the scenes infrastructure is not in place to handle the purchase and distribution of Zen, and when there are issues, there is no support system to handle billing issues.
Dozens of us, including myself, have paid for Zen over the past few days with credit cards, and had emails from Perfect World Inc. and Visa stating the purchase occurred. However the Zen never shows up at all. It's not in the Zen wallet, and no record of anything in the Purchase History (Zen Transactions). We cannot progress to the next step of committing our Zen to a game and server. There is just nothing there.
Every company can have issues with their systems, but when you are taking people's money, especially for the first time, you better have your ducks in a row, all of them. You only get one chance to make a first impression. At a minimum shut down your purchase system until it is fixed, or post a warning that there is an issue. If there is some reason you are deliberately delaying giving your paying customers the Zen that they purchased, please tell us that when we are buying it.
I was told by a moderator on this forum to contact customer service, so today I did, well tried to.
I got the number for Perfect World Inc.'s billing customer service area in Northern California. When I called, I got the standard recording saying that there were a lot of people calling, they were sorry, but please hold. No problem, I realize I am not the only one that has this issue. After two minutes I get transferred to another recording that says I should call back in a few moments, then it hangs up on me...
So I called back. 51 times today, and 51 times their machine hung up on me after 10 seconds to three minutes of hold time.
Devs I love your game, I want to support you financially, but taking your customers' money without giving them the Zen they bought, then having no customer support to help us resolve it, is the death knell of any business. Unless this is addressed and fixed immediately, all of your hard work was for nothing.
For every guy like me that cares enough about what you have created to post here to help you, there are 100 others that just said forget it in frustration and will never come back.
Fix this ASAP, and at the very least please communicate with us and acknowledge that there is an issue. I badly want to see NWO succeed, as things stand now it will not.