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Forums > Home› Neverwinter Discussion › General Discussion (PC)

Still no Guardian pack AND no response

jusagamfrekjusagamfrek Member, Neverwinter Beta Users Posts: 4 Arc User
edited June 2013 in General Discussion (PC)
This post is essentially my last resort, and it may be the wrong place, but I've tried every other avenue save storming PWE headquarters. I purchased a Guardian pack, got the email, followed the link... and got nothing. My card has been charged, and my PW account indicates that it was successful, but my Neverwinter redemption key lists nothing. The Fouder's Pack page even grayed out the Guardian pack. I submitted a ticket to PW billing 5 days ago and have heard nothing. I've called them repeatedly throughout, only to be put on hold, then disconnected after about 20 seconds. I've posted to other threads (both on PWE and here) and received no response, so now I'm starting my own thread in hopes of hearing something before I have to ask my credit card company to do a chargeback, which seems to result in an instant ban.

Cryptic seems to have made a solid game, but PWE is really dropping the ball. I've already had 2 friends ragequit over Zen issues. Ironically, I've purchased Zen and I had no problems with that on the same account! In the interest of offering a solution, wouldn't it be possible to email those that bought a pack a new redemption key? The automated system seems to have failed a great many of us.

Is there anyone around that can help/ light a fire under PWE's tail?
Post edited by jusagamfrek on

Comments

  • ambisinisterrambisinisterr Member, Neverwinter Moderator Posts: 10,462 Community Moderator
    edited June 2013
    I'm sorry to hear but the people who work on the forum can't resolve any billing issues.

    Unfortunately since the launch of the game responses to each support ticket can (and almost always do) take longer than five days. This isn't because they don't care or aren't working through them but are simply receiving a massive amount of tickets and simply can't respond in a shorter time frame.
    This is something the company is striving to resolve and you can find details on the steps they are taking to improve the situation here.

    I'm not sure why the website would be grayed out if the purchase wasn't actually applied to the account. It doesn't make sense to me. Have you checked the Reward's Claim Agent in game (west of Sgt Knox)?

    If you have support will be happy to help you but I'm afraid I can only ask for you to remain patient for a response from them.
  • cureforhumanitycureforhumanity Member Posts: 10 Arc User
    edited June 2013
    Well I definitely hope that gets resolved. Unfortunate it takes them so long to respond to a paying customer.
  • jusagamfrekjusagamfrek Member, Neverwinter Beta Users Posts: 4 Arc User
    edited June 2013
    Yes, I went through all the recommended steps. Unfortunately, the in-game claim agent doesn't have anything for me, nor is my extra character slot active. In fact, on the Neverwinter key redemption page, it only shows my closed beta key redemption, even though the PWE account page lists the transaction as "Completed" with a green check mark.

    Thank you for the response and the info - that's more than I've been able to get from the PWE side. I'll hold off as long as I can, though 7 days is the magic number for me. I'll have to make a claim to the credit card company by then.
  • skalt112skalt112 Member Posts: 1,089 Arc User
    edited June 2013
    The fact of the matter is, you just have to take it. They will get to you when they get to you. The customer service here is horrible, and that is just the way it is. I'm sorry for you, but if you would have frequented the forums you would have known how prevalent this is and how poorly it's been handled.
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