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Timeline for companion packs via tickets?
kovnov
Member Posts: 5 Arc User
Just wanted to chime in here about the companion pack sale fiasco and see whether there was an idea of how long it was going to take for PWE and Cryptic to resolve the issue.
Are people getting their packs if they submitted a ticket after the sale ended early? I'm curious because I bought Zen well before the deadline but the transfer from my PWE account wallet to the Neverwinter servers failed and I was unable to get my Zen in time. As a result I was unable to get the pack and now I'm not sure I will be getting the pack.
Actually this has been one of the biggest customer service nightmares I've ever experienced...
I purchased Zen yesterday, December 30 at 1:30 a.m. PST to get the companion pack before going to bed and well before the advertized and actual end of the sale. The purchase was completed and the Zen appeared in my account wallet. I transferred the Zen to the Neverwinter server as per usual - but it never showed up in my account in game. It's usually instantaneous but I've bought a lot of Zen over the years and never had an issue so I figured it would show up soon... Man was I wrong.
I started to get worried when I noticed that the PWE support site doesn't really work - most of the links are dead - and it was getting late. There was a Q&A response on the support forums that I was able to see mentioning that Zen transfers should be instantaneous (and they always have been for me for both Star Trek Online and Neverwinter) and that if the Zen hasn't shown up after transfer you should log out and then back into the game and it will be there. I did that numerous times and waited about an hour and a half for the Zen show up. It never did and as it was now super late and I was frustrated I went to bed - hoping/expecting my Zen would have arrived when I got up in the morning.
When I got up the Zen still wasn't there and I was starting to get worried because not only had I spent quite a bit of money and not received in anything in return, but the only reason I had bought the Zen in the first place was so that I could get the companion pack, which was due to disappear at 3 p.m. PST that same day. I could sort of see a disaster in the works but assumed I would be able to get it sorted well before the sale ended. My Zen transfer had failed and I sort of figured that these sorts of problems would be a priority for PWE...
Now this is where the serious complaints come in. At first I thought it was a joke, because if I didn't know PWE better and know them as a legit gaming company I would have thought I was being scammed and ripped off. Seriously.
As mentioned, the PWE support site doesn't work properly. Most of the links are dead and it was impossible for me to navigate the site. I was unable to get to the "contact us" page, or anywhere really, and was unable to see how to submit a ticket. All I could do was read the odd generic Q&A response and these really weren't helping as they didn't address my particular problem at all.
Eventually I figured out that if you Google searched the various components of the site (such as the "contact us" page or the various support forums) you could get there. However once you got there, none of the links worked still so it wasn't much of a help... In any case, I was able to find the billing support forums and posted about my issue, but it's not clear what purpose those forums serve. Do they function like tickets? Do support staff read them and act on them? I still have no idea.
It was starting to get late in the day and I still didn't have my Zen and was unable to purchase the pack. The most disconcerting thing is that it was basically impossible to get in touch with or get a response of any kind from PWE support... I had paid money for Zen but never received it and couldn't get any sort of response. I'm pretty sure this would not happen with any other retail outlet, online or otherwise, and I've never encountered anything like it with any other MMO or online gaming platform (such as X-box live). I've always found in particular with transaction problems that gaming companies usually like to solve them quickly...
I work at home and was able to keep an eye on the forums and in game and was trying to find a solution. While searching on the web and across other forums I saw that it was possible to email PWE's customer support, which is eventually what I did. I explained the situation - that I had purchased Zen hours previously so I could buy the companion pack but that because of some sort of an error I had never received my Zen in game. I also added that the only reason I bought the Zen in the first place was because I wanted the companion pack, and that the pack was due to disappear in a few hours as it was a special limited-time product.
I should also mention here that I was able to find the PWE billing support telephone number in the Zen purchase confirmation email I received when I bought the Zen. I had been calling since it opened, but I have to say that the billing support telephone number tells you all you need to know about what PWE thinks of customer support. Has any player of a PWE game that has had a billing issue ever had an agent answer your call and deal with your issue? If so I'd actually like to know.
In any case, it eventually came across on the forums that because of a scheduling error on the part of PWE/Cryptic, the companion sale had ended early and the pack was no longer available.
What? Really? Okay, at this point frustration starts boiling over into anger. It had now been 12 hours since I bought my Zen and it still hadn't arrived, and now the sale ended early anyway?
To deal with the issue, PWE/Cryptic announced that if you intended on purchasing the pack but couldn't because of the scheduling error and the early ending of the sale, you could still get the pack by transferring the proper amount of Zen into your account prior to the originally advertized time of 3 p.m. PST. Players could then submit a ticket indicating that they wanted to purchase the pack, and a customer support agent would take the Zen from their account and give them a pack.
I think there are some legitimate complaints to be made here about this solution, and these have been made by others elsewhere on the forums so I won't repeat them here, but for me my main problem with it was that I still didn't have the Zen I had bought earlier, so what exactly was I supposed to do?
If I was frustrated before... I wasn't sure what to do so I posted a bit on the forums to get a response and eventually emailed customer support again indicating that as a follow up to my previous ticket and as a part of the resolution to the companion sale scheduling error, I wanted to purchase the pack but was unable to transfer the Zen to my account because the transfer of Zen from earlier in the day had failed and that this issue had still not been resolved.
In any case, I finished work and had to leave for around an hour or so right at 3 p.m. PST. I logged in one last time to see if my Zen had arrived - and it hadn't, so I left. While I was out I checked the forums and saw that the servers had gone down. Basically the servers went down just after I left the house and came back up just before I got home.
I got home right around 4 p.m. PST and logged into the game - and my Zen had arrived. Wow. I don't know exactly when it arrived, but I'm assuming it showed up when the servers came back up after the shutdown. But really? My Zen only actually showed up right after the sale was supposed to end, right after the new Zen transfer deadline for getting the pack after the sale ended early?
At this point, I still haven't heard anything from PWE support, and I have no idea what is going on. I should have had the Zen when I bought it the night before and I should have had the pack at that time as well - and then none of this would have affected me.
Yet as it was, I didn't have the Zen before the 3 p.m. PST deadline, even though I should have because it had been bought hours previously (but then again I shouldn't really have had it because the Zen should have already arrived and I should have already bought the pack). Of course, the Zen literally showed up in the hour following the deadline after the server crash. Either way I would have missed the advertized end of the sale, and I missed the new Zen transfer deadline for getting the companion pack after the early ending of the sale.
NONE OF THIS WOULD HAVE HAPPENED IF I HAD RECEIVED MY ZEN WHEN I BOUGHT IT!
Anyway, it took somewhere around 14 hours for my Zen to arrive. The initial purchase was made some 26 hours ago and I still haven't heard anything with regard to my ticket(s). The Zen is now in my in-game account, but I don't have the companion pack and I have no idea if I will be receiving it.
If I do eventually get the companion pack, I suppose things will be more or less okay for me personally. However, I think the general and broader customer service problems that have cropped in this regard need to be addressed. What ever is done, communicating with the player base is key and needs to be improved, and resolving issues relating to real-world money and Zen transactions needs to be a priority. I won't spend money on a game if I am not confident that problems will be resolved. It took my Zen 14 hours to show up after purchase, which is entirely unacceptable. What's worse is that I still haven't heard from customer support more than 24 hours later... If I can't make transactions confidently, then I won't be making them at all, and one would think this would be a priority for these types of games...
Not getting my Zen until 14 hours after purchase is disconcerting enough and would have probably put me off buying Zen in the future anyway, especially as there was zero customer support for what was in my opinion a fairly serious problem. It would have been bad enough if I just wanted Zen, but I only bought the Zen to get a particular item, which is now not available. Add in the companion sale fiasco and my confidence in transactions with PWE is pretty low, and I probably won't be buying Zen in the future as I am just not confident in the transaction or support system.
But I have to wonder - what if I don't get the companion pack? Firstly, in that event I definitely won't be spending another dime on the game or any other PWE game for that matter, and I certainly won't be spending Zen on companions at inflated prices when I should have been able to purchase the companion pack or purchase individual companions during the sale.
I did what I was supposed and should have had the pack well before the advertized or actual end of the companion sale. The only reason I was unable to purchase the pack was because I did not receive my Zen when I purchased it... and I can't even be confident that this will be resolved...
Anyway, have any players received their packs if they had to submit a ticket for one after the sale ended early?
Are people getting their packs if they submitted a ticket after the sale ended early? I'm curious because I bought Zen well before the deadline but the transfer from my PWE account wallet to the Neverwinter servers failed and I was unable to get my Zen in time. As a result I was unable to get the pack and now I'm not sure I will be getting the pack.
Actually this has been one of the biggest customer service nightmares I've ever experienced...
I purchased Zen yesterday, December 30 at 1:30 a.m. PST to get the companion pack before going to bed and well before the advertized and actual end of the sale. The purchase was completed and the Zen appeared in my account wallet. I transferred the Zen to the Neverwinter server as per usual - but it never showed up in my account in game. It's usually instantaneous but I've bought a lot of Zen over the years and never had an issue so I figured it would show up soon... Man was I wrong.
I started to get worried when I noticed that the PWE support site doesn't really work - most of the links are dead - and it was getting late. There was a Q&A response on the support forums that I was able to see mentioning that Zen transfers should be instantaneous (and they always have been for me for both Star Trek Online and Neverwinter) and that if the Zen hasn't shown up after transfer you should log out and then back into the game and it will be there. I did that numerous times and waited about an hour and a half for the Zen show up. It never did and as it was now super late and I was frustrated I went to bed - hoping/expecting my Zen would have arrived when I got up in the morning.
When I got up the Zen still wasn't there and I was starting to get worried because not only had I spent quite a bit of money and not received in anything in return, but the only reason I had bought the Zen in the first place was so that I could get the companion pack, which was due to disappear at 3 p.m. PST that same day. I could sort of see a disaster in the works but assumed I would be able to get it sorted well before the sale ended. My Zen transfer had failed and I sort of figured that these sorts of problems would be a priority for PWE...
Now this is where the serious complaints come in. At first I thought it was a joke, because if I didn't know PWE better and know them as a legit gaming company I would have thought I was being scammed and ripped off. Seriously.
As mentioned, the PWE support site doesn't work properly. Most of the links are dead and it was impossible for me to navigate the site. I was unable to get to the "contact us" page, or anywhere really, and was unable to see how to submit a ticket. All I could do was read the odd generic Q&A response and these really weren't helping as they didn't address my particular problem at all.
Eventually I figured out that if you Google searched the various components of the site (such as the "contact us" page or the various support forums) you could get there. However once you got there, none of the links worked still so it wasn't much of a help... In any case, I was able to find the billing support forums and posted about my issue, but it's not clear what purpose those forums serve. Do they function like tickets? Do support staff read them and act on them? I still have no idea.
It was starting to get late in the day and I still didn't have my Zen and was unable to purchase the pack. The most disconcerting thing is that it was basically impossible to get in touch with or get a response of any kind from PWE support... I had paid money for Zen but never received it and couldn't get any sort of response. I'm pretty sure this would not happen with any other retail outlet, online or otherwise, and I've never encountered anything like it with any other MMO or online gaming platform (such as X-box live). I've always found in particular with transaction problems that gaming companies usually like to solve them quickly...
I work at home and was able to keep an eye on the forums and in game and was trying to find a solution. While searching on the web and across other forums I saw that it was possible to email PWE's customer support, which is eventually what I did. I explained the situation - that I had purchased Zen hours previously so I could buy the companion pack but that because of some sort of an error I had never received my Zen in game. I also added that the only reason I bought the Zen in the first place was because I wanted the companion pack, and that the pack was due to disappear in a few hours as it was a special limited-time product.
I should also mention here that I was able to find the PWE billing support telephone number in the Zen purchase confirmation email I received when I bought the Zen. I had been calling since it opened, but I have to say that the billing support telephone number tells you all you need to know about what PWE thinks of customer support. Has any player of a PWE game that has had a billing issue ever had an agent answer your call and deal with your issue? If so I'd actually like to know.
In any case, it eventually came across on the forums that because of a scheduling error on the part of PWE/Cryptic, the companion sale had ended early and the pack was no longer available.
What? Really? Okay, at this point frustration starts boiling over into anger. It had now been 12 hours since I bought my Zen and it still hadn't arrived, and now the sale ended early anyway?
To deal with the issue, PWE/Cryptic announced that if you intended on purchasing the pack but couldn't because of the scheduling error and the early ending of the sale, you could still get the pack by transferring the proper amount of Zen into your account prior to the originally advertized time of 3 p.m. PST. Players could then submit a ticket indicating that they wanted to purchase the pack, and a customer support agent would take the Zen from their account and give them a pack.
I think there are some legitimate complaints to be made here about this solution, and these have been made by others elsewhere on the forums so I won't repeat them here, but for me my main problem with it was that I still didn't have the Zen I had bought earlier, so what exactly was I supposed to do?
If I was frustrated before... I wasn't sure what to do so I posted a bit on the forums to get a response and eventually emailed customer support again indicating that as a follow up to my previous ticket and as a part of the resolution to the companion sale scheduling error, I wanted to purchase the pack but was unable to transfer the Zen to my account because the transfer of Zen from earlier in the day had failed and that this issue had still not been resolved.
In any case, I finished work and had to leave for around an hour or so right at 3 p.m. PST. I logged in one last time to see if my Zen had arrived - and it hadn't, so I left. While I was out I checked the forums and saw that the servers had gone down. Basically the servers went down just after I left the house and came back up just before I got home.
I got home right around 4 p.m. PST and logged into the game - and my Zen had arrived. Wow. I don't know exactly when it arrived, but I'm assuming it showed up when the servers came back up after the shutdown. But really? My Zen only actually showed up right after the sale was supposed to end, right after the new Zen transfer deadline for getting the pack after the sale ended early?
At this point, I still haven't heard anything from PWE support, and I have no idea what is going on. I should have had the Zen when I bought it the night before and I should have had the pack at that time as well - and then none of this would have affected me.
Yet as it was, I didn't have the Zen before the 3 p.m. PST deadline, even though I should have because it had been bought hours previously (but then again I shouldn't really have had it because the Zen should have already arrived and I should have already bought the pack). Of course, the Zen literally showed up in the hour following the deadline after the server crash. Either way I would have missed the advertized end of the sale, and I missed the new Zen transfer deadline for getting the companion pack after the early ending of the sale.
NONE OF THIS WOULD HAVE HAPPENED IF I HAD RECEIVED MY ZEN WHEN I BOUGHT IT!
Anyway, it took somewhere around 14 hours for my Zen to arrive. The initial purchase was made some 26 hours ago and I still haven't heard anything with regard to my ticket(s). The Zen is now in my in-game account, but I don't have the companion pack and I have no idea if I will be receiving it.
If I do eventually get the companion pack, I suppose things will be more or less okay for me personally. However, I think the general and broader customer service problems that have cropped in this regard need to be addressed. What ever is done, communicating with the player base is key and needs to be improved, and resolving issues relating to real-world money and Zen transactions needs to be a priority. I won't spend money on a game if I am not confident that problems will be resolved. It took my Zen 14 hours to show up after purchase, which is entirely unacceptable. What's worse is that I still haven't heard from customer support more than 24 hours later... If I can't make transactions confidently, then I won't be making them at all, and one would think this would be a priority for these types of games...
Not getting my Zen until 14 hours after purchase is disconcerting enough and would have probably put me off buying Zen in the future anyway, especially as there was zero customer support for what was in my opinion a fairly serious problem. It would have been bad enough if I just wanted Zen, but I only bought the Zen to get a particular item, which is now not available. Add in the companion sale fiasco and my confidence in transactions with PWE is pretty low, and I probably won't be buying Zen in the future as I am just not confident in the transaction or support system.
But I have to wonder - what if I don't get the companion pack? Firstly, in that event I definitely won't be spending another dime on the game or any other PWE game for that matter, and I certainly won't be spending Zen on companions at inflated prices when I should have been able to purchase the companion pack or purchase individual companions during the sale.
I did what I was supposed and should have had the pack well before the advertized or actual end of the companion sale. The only reason I was unable to purchase the pack was because I did not receive my Zen when I purchased it... and I can't even be confident that this will be resolved...
Anyway, have any players received their packs if they had to submit a ticket for one after the sale ended early?
Post edited by kovnov on
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This discussion has been closed.
Comments
since this is a support issue, there isn't anything that anyone can do to resolve this on the forums and we're not leaving these threads open as they have not been productive. please do not keep opening threads; if you'd like to discuss this moderation, please send us a PM. thank you.