I'm not here in this thread asking people "how should I respond to getting screwed by the system". I'm asking people if anyone has ever reached a live customer service or billing representative or if I should stop trying to do so.
It is not an acceptable business practice to me to sell a product, immediately restrict the use of that product for an indeterminate amount of time, and provide no real recourse to getting the issue fixed.
Personally, I would reverse the charges and move on. Create a free account if you want to play. If they can't be bothered to answer customer issues, they aren't worth the time.
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
Personally, I would reverse the charges and move on. Create a free account if you want to play. If they can't be bothered to answer customer issues, they aren't worth the time.
I actually don't even mind losing the progress I made on the account despite having a 58 rogue, 29 wizard, 17 guardian. Its beta after all. I just don't want to make another account, purchase another guardian pack and have to endure the same process. I don't want to play the game as an unpaying free to play player right now because the way the game is structured, its not worth it for me personally.
Some people on these forums claim they try to call 70+ times per day for a couple of days and got no response, and were never able to speak with anyone. So, goodluck!
if this holds any weight to it this company is pathetic, I will be leaving asap ESO is release or i get into beta.
I'm not here in this thread asking people "how should I respond to getting screwed by the system". I'm asking people if anyone has ever reached a live customer service or billing representative or if I should stop trying to do so.
It is not an acceptable business practice to me to sell a product, immediately restrict the use of that product for an indeterminate amount of time, and provide no real recourse to getting the issue fixed.
I have spoken to a customer service rep. It was, however, through PayPal. I had an issue regarding being charged sales tax to which I was not subject. I didn't know where the problem was and spammed the PWE customer support number several times, with no success; it was always busy. So I tried PayPal. I had to get to a supervisor (my son, from experiences of his own, felt that PayPal was the problem) but she initiated a call to PWE ... I was floored when she got right through and the problem was worked out for those transactions but not for any future starter pack purchases, should I choose to purchase them ( I don't particularly want to go through that song and dance again). I have the distinct impression that PWE's customer support department is SEVERELY understaffed ... however, that is not a fact just a possibly erroneous conclusion I came to from things that were said during the conversation.
I have spoken to a customer service rep. It was, however, through PayPal. I had an issue regarding being charged sales tax to which I was not subject. I didn't know where the problem was and spammed the PWE customer support number several times, with no success; it was always busy. So I tried PayPal. I had to get to a supervisor (my son, from experiences of his own, felt that PayPal was the problem) but she initiated a call to PWE ... I was floored when she got right through and the problem was worked out for those transactions but not for any future starter pack purchases, should I choose to purchase them ( I don't particularly want to go through that song and dance again). I have the distinct impression that PWE's customer support department is SEVERELY understaffed ... however, that is not a fact just a possibly erroneous conclusion I came to from things that were said during the conversation.
Lottie
Hello Lottie, I appreciate your response. Just so I understand you correctly, you were able to speak with Paypal (I've done that via phone, they are incredibly efficient and friendly) and they initiated a call to Perfect World sorting out your issue?
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muzrub333Member, Neverwinter Beta UsersPosts: 0Arc User
Listen. I'm trying to be civil and logical here. I don't need lifestyle tip advice from people. The basic premise of my post was that I was playing the game, decided to take a break and enjoy some time outside of the game. The product I purchased was not delivered and my account was banned afterwards.
Today is Thursday. Your weekend comment is not only irrelevant to me as well, but not timely. Unless you are conceding they won't even respond before the weekend.
Average customer service doesn't seem "too good to be true". Its what I expect as a consumer for any product, whether it be in real life or online. I'm not asking for exceptional customer service. I'm asking for average customer service. And I'm asking whether anyone ever has EVER spoken with a PWE live representative.
I appreciate your post if you are trying to calm me down, but its not necessary.
No Problem.
I have been waiting over a week for a reply on something easy. I was serious that there are probably 1000's of banned people ahead of you, and yeah, you probably won't hear anything until next week. Hence my comment about the weekend.
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papi032Member, Neverwinter Beta UsersPosts: 0Arc User
edited May 2013
Take your money back, turn around and run. Come back in a few months (if it still exists by then) and see if anything changed
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
Take your money back, turn around and run. Come back in a few months (if it still exists by then) and see if anything changed
That advice may prove to be true, but I'm not giving up on PWE/Cryptic at this point in time. I enjoy Neverwinter. I just want to play the game and receive my product. Ultimately I may have to take that course of action, but I don't want to do so prematurely. I'm attempting to give them an opportunity to correct the issue. I just want to know what the most efficient way to do so is, and whether they have a real customer service department.
Perferct World is in partnership with reputable professional companies. It needs to get its act together with regard to customer support.
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
edited May 2013
And Muzrub, you are very likely correct, I'm certain there are tons of people with issues as well. I doubt I will hear anything, but I just would like to know if its a waste of time attempting to call.
If that's what I have to do, then that's what I have to do. The sad part is, I just want to play with the guardian pack I purchased.
The instant ban system is in place specifically if someone does that in this case. For alot of games, if you buy something, then backcharge it and/or cancel your credit card, anything associated with that credit card is banned (and most of the time its completely automated). Chances are somehow your paypal account flagged the purchase as suspicious (large purchases after long periods of inactivity do this oftentimes), and delayed the payment after it was confirmed. This is equivalent to cancelling a credit card in the system (i would bet). Best of luck getting through!
That advice may prove to be true, but I'm not giving up on PWE/Cryptic at this point in time. I enjoy Neverwinter. I just want to play the game and receive my product. Ultimately I may have to take that course of action, but I don't want to do so prematurely. I'm attempting to give them an opportunity to correct the issue. I just want to know what the most efficient way to do so is, and whether they have a real customer service department.
To be fair if you are questioning whether they actualy HAVE a CS department then I would question why you are still trying to give money to them. You've obviously called the number and seen, last ticket I submitted I waited 6 days and got this as a response.
Hello jason
I understand you have a gameplay inquiry. Here are some resources that you have at your disposal:
Here at Customer Service, we work with players who have gameplay problems, for example being stuck in the terrain or harassed by another player.
Actual in-game strategies, NPC locations, item uses, etc.. are things that we leave up to the players to figure out themselves, so that they can enjoy the experience of discovery and become more capable players in the process
Perfect World Support
Check out our latest game, Neverwinter!
Hello Lottie, I appreciate your response. Just so I understand you correctly, you were able to speak with Paypal (I've done that via phone, they are incredibly efficient and friendly) and they initiated a call to Perfect World sorting out your issue?
YUPPER! Although they sorted out the symptoms of the problem not the underlying problem. But ... what the hey ... it was good enough for me. Of course, I won't be buying any more starter packs ... but, then, that's really more PWE's problem rather than mine.
That's rough. I know that if I bought a product and then had it locked away from me with no explanation or help, I'd be mad. I hope it gets resolved for you soon. I've heard bad things about buying stuff from PWE but this sounds very frustrating.
Relax, and don't spam the customer service. One ticket is enough. Use the "support" page, since it's the only tool that works. It takes up to 5 days to get an answer, be patient and take a break in the meantime.
Easy answer from someone who is playing with no problems. Their customer service sucks. I got double billed for Guardian pack and I had the same hang up circle problem with their CS line. They responded to my ticket within a few hours, though.
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
To be fair if you are questioning whether they actualy HAVE a CS department then I would question why you are still trying to give money to them.
Very fair point. But I've already given money to them and want a resolution. I will chargeback if I can't get one, sure. But if this is just an uncommon issue, or an issue of it taking a bit of time, that's fine. If this, however, is their normal practice, or it takes an unacceptable amount of time for me, I'll move on.
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
Easy answer from someone who is playing with no problems. Their customer service sucks. I got double billed for Guardian pack and I had the same hang up circle problem with their CS line. They responded to my ticket within a few hours, though.
Was that an in-game ticket or a forum ticket? If it was a forum ticket, could you give me some detailed info on how you submitted it if you can remember?
since i cant open new topics i dont know why, arent you going to ban these people that abused the Share quest with infinite exp?? thats not fair, LOT LOT of people leveled from 1 to 60 with an AutoIT script...
I understand why it happened. Its because Paypal reviews suspect transactions. I'm certain they review transactions from accounts to Perfect World Entertainment because of the history of people hacking paypal/PWE accounts. The problem I have is that the purchase had a temporary hold, was almost automatically resolved from hold and labeled as complete, and the purchase went through. I have paid for the purchase. It is done.
The only holdup is on the part of the seller (PWE).
Just like you, I absolutely love Cryptic. I have nothing against PWE, I'm actually unfamiliar with their overall practices in other games. City of Heroes was one of my favorite games ever.
One of the reasons I'm posting this entire thing isn't because I'm lacking in patience. That's debatable, but I've waited on things before. I have several novels to read. I'm playing with my dogs today while off work. Chores that are being done etc.
I just think its helpful for myself to have a visible issue that can hopefully be resolved by an appropriate party escalating the ticket, and also, helping others who are in a similar situation or will be in the future, get some kind of answer as to what the appropriate thing to do is, and whether it is worth the time attempting to call billing/customer service.
I'm playing a Guardian after all (or at least I would be right now haha).
Hang in there bud. I know the feeling trust me. But from personal experience it is NOT worth it it absolutely does not exist. Me and my friend tried that phone line off and on, for a good solid 3-4 hours trying to get his account un-banned. Eventually, he just got an automated email saying his ticket was "Fixed" and if not to email back in 168 hours. Not even telling him he was "Un-Banned" He just thought to him self, if my ticket was fixed then i guess im un-banned? Tried to log back in, and bam. XD
It's just REALLY stressful on your mind to have it seem like no one is giving a care about ya, and it's very taxing on your mental health. Just try not to stress to much about it! ^^
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
Hang in there bud. I know the feeling trust me. But from personal experience it is NOT worth it it absolutely does not exist. Me and my friend tried that phone line off and on, for a good solid 3-4 hours trying to get his account un-banned. Eventually, he just got an automated email saying his ticket was "Fixed" and if not to email back in 168 hours. Not even telling him he was "Un-Banned" He just thought to him self, if my ticket was fixed then i guess im un-banned? Tried to log back in, and bam. XD
It's just REALLY stressful on your mind to have it seem like no one is giving a care about ya, and it's very taxing on your mental health. Just try not to stress to much about it! ^^
Too late, I took my cellphone and THREW IT ON THE GROUND.
I guess the lesson here is "don't trust the system."
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jus10Member, Neverwinter Beta UsersPosts: 0Arc User
Has anyone ever successfully reached a human in the customer service/billing department? I really do not want to waste my time dialing the number hundreds of times if its just a fake department.
I had to call them for something and I was having issues getting through as well but I finally did on the 63rd try....
Note: This post may contain misspellings, grammatical errors, disorganized sentence structure, or may entirely lack a coherent theme. These elements are natural to the process of writing, and will only add to the overall beauty of the post.
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gruntpyreMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
Comments
Personally, I would reverse the charges and move on. Create a free account if you want to play. If they can't be bothered to answer customer issues, they aren't worth the time.
I actually don't even mind losing the progress I made on the account despite having a 58 rogue, 29 wizard, 17 guardian. Its beta after all. I just don't want to make another account, purchase another guardian pack and have to endure the same process. I don't want to play the game as an unpaying free to play player right now because the way the game is structured, its not worth it for me personally.
if this holds any weight to it this company is pathetic, I will be leaving asap ESO is release or i get into beta.
I have spoken to a customer service rep. It was, however, through PayPal. I had an issue regarding being charged sales tax to which I was not subject. I didn't know where the problem was and spammed the PWE customer support number several times, with no success; it was always busy. So I tried PayPal. I had to get to a supervisor (my son, from experiences of his own, felt that PayPal was the problem) but she initiated a call to PWE ... I was floored when she got right through and the problem was worked out for those transactions but not for any future starter pack purchases, should I choose to purchase them ( I don't particularly want to go through that song and dance again). I have the distinct impression that PWE's customer support department is SEVERELY understaffed ... however, that is not a fact just a possibly erroneous conclusion I came to from things that were said during the conversation.
Lottie
Hello Lottie, I appreciate your response. Just so I understand you correctly, you were able to speak with Paypal (I've done that via phone, they are incredibly efficient and friendly) and they initiated a call to Perfect World sorting out your issue?
No Problem.
I have been waiting over a week for a reply on something easy. I was serious that there are probably 1000's of banned people ahead of you, and yeah, you probably won't hear anything until next week. Hence my comment about the weekend.
That advice may prove to be true, but I'm not giving up on PWE/Cryptic at this point in time. I enjoy Neverwinter. I just want to play the game and receive my product. Ultimately I may have to take that course of action, but I don't want to do so prematurely. I'm attempting to give them an opportunity to correct the issue. I just want to know what the most efficient way to do so is, and whether they have a real customer service department.
The instant ban system is in place specifically if someone does that in this case. For alot of games, if you buy something, then backcharge it and/or cancel your credit card, anything associated with that credit card is banned (and most of the time its completely automated). Chances are somehow your paypal account flagged the purchase as suspicious (large purchases after long periods of inactivity do this oftentimes), and delayed the payment after it was confirmed. This is equivalent to cancelling a credit card in the system (i would bet). Best of luck getting through!
BINGO! Or, at least, that's the conclusion I came to from my conversation with PayPal and PWE customer support.
Lottie
I dont want to be petty, or passive aggressive or to troll them. I really legitimately just want this resolved.
To be fair if you are questioning whether they actualy HAVE a CS department then I would question why you are still trying to give money to them. You've obviously called the number and seen, last ticket I submitted I waited 6 days and got this as a response.
Hello jason
I understand you have a gameplay inquiry. Here are some resources that you have at your disposal:
Our Neverwinter forums: http://nw-forum.perfectworld.com/forum.php
Our Neverwinter Wiki: http://neverwinter.gamepedia.com/Neverwinter_Wiki
Here at Customer Service, we work with players who have gameplay problems, for example being stuck in the terrain or harassed by another player.
Actual in-game strategies, NPC locations, item uses, etc.. are things that we leave up to the players to figure out themselves, so that they can enjoy the experience of discovery and become more capable players in the process
Perfect World Support
Check out our latest game, Neverwinter!
I wouldn't be surprised if yours is similar.
YUPPER! Although they sorted out the symptoms of the problem not the underlying problem. But ... what the hey ... it was good enough for me. Of course, I won't be buying any more starter packs ... but, then, that's really more PWE's problem rather than mine.
Lottie
Easy answer from someone who is playing with no problems. Their customer service sucks. I got double billed for Guardian pack and I had the same hang up circle problem with their CS line. They responded to my ticket within a few hours, though.
Very fair point. But I've already given money to them and want a resolution. I will chargeback if I can't get one, sure. But if this is just an uncommon issue, or an issue of it taking a bit of time, that's fine. If this, however, is their normal practice, or it takes an unacceptable amount of time for me, I'll move on.
Was that an in-game ticket or a forum ticket? If it was a forum ticket, could you give me some detailed info on how you submitted it if you can remember?
atually yes,they said people that abused the foundry XP exploit..would be banned
Hang in there bud. I know the feeling trust me. But from personal experience it is NOT worth it it absolutely does not exist. Me and my friend tried that phone line off and on, for a good solid 3-4 hours trying to get his account un-banned. Eventually, he just got an automated email saying his ticket was "Fixed" and if not to email back in 168 hours. Not even telling him he was "Un-Banned" He just thought to him self, if my ticket was fixed then i guess im un-banned? Tried to log back in, and bam. XD
It's just REALLY stressful on your mind to have it seem like no one is giving a care about ya, and it's very taxing on your mental health. Just try not to stress to much about it! ^^
Too late, I took my cellphone and THREW IT ON THE GROUND.
I guess the lesson here is "don't trust the system."
Hahahahaha.
I had to call them for something and I was having issues getting through as well but I finally did on the 63rd try....
Did you call the 888 number, the 650 one, or a different one? And you actually spoke to a live person?