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Shout out to PWE and Zildross for OUTSTANDING Customer Service.
methuselas
Member Posts: 275 Arc User
First off, we all know that Perfect World and Cryptic get a LOT of grief about how they do things. I've been around on the forums and the game for a LONG time and even took a break from the game a couple of years.
I wanted to tell a GOOD story.
My Wife and I just came back to the game about a month ago. Moderator edited out ToS violation. Now, my wife and I have been around since beta. We've spent some money on our toons and found a lot of enjoyment out of the game. One of the things we purchased early on, were purple mounts. My son REALLY wanted a crab mount and I wanted to surprise him, so, I put 50$ of Zen on my account and went to purchase him a crab, since I had a 33% off Mount coupon.
I wasn't aware that the mounts were bind on account on purchase. I had forgotten that, as most of my mounts were from lockboxes, when my wife and I could share keys. (That should tell you how long I've been in game.) I emailed Customer Service, in the hopes that I could just have the mount transferred to my Son's account, fully expecting to have to eat the cost. It was a hail mary, for sure, but I work in Customer Service, so I hoped for the best and expected the worse.
Zildross and Perfect World exceeded my expectations. Zildross, didn't have to, but he reimbursed me the amount I spent on the mount and let me keep the crab (they couldn't transfer it, unfortunately). My wife teased me a little, 'cos I got a bit emotional about the incident, but this seriously was above and beyond. I ended up spending another 50$ and put it on my Son's account, so he could get the mount he wanted. He's extremely happy.
Thanks again to Zildross and Perfect World. They just showed me that for all the bumps and bruises they've gotten on their reputation, they're a solid, stand up company.
I won't forget it.
I wanted to tell a GOOD story.
My Wife and I just came back to the game about a month ago. Moderator edited out ToS violation. Now, my wife and I have been around since beta. We've spent some money on our toons and found a lot of enjoyment out of the game. One of the things we purchased early on, were purple mounts. My son REALLY wanted a crab mount and I wanted to surprise him, so, I put 50$ of Zen on my account and went to purchase him a crab, since I had a 33% off Mount coupon.
I wasn't aware that the mounts were bind on account on purchase. I had forgotten that, as most of my mounts were from lockboxes, when my wife and I could share keys. (That should tell you how long I've been in game.) I emailed Customer Service, in the hopes that I could just have the mount transferred to my Son's account, fully expecting to have to eat the cost. It was a hail mary, for sure, but I work in Customer Service, so I hoped for the best and expected the worse.
Zildross and Perfect World exceeded my expectations. Zildross, didn't have to, but he reimbursed me the amount I spent on the mount and let me keep the crab (they couldn't transfer it, unfortunately). My wife teased me a little, 'cos I got a bit emotional about the incident, but this seriously was above and beyond. I ended up spending another 50$ and put it on my Son's account, so he could get the mount he wanted. He's extremely happy.
Thanks again to Zildross and Perfect World. They just showed me that for all the bumps and bruises they've gotten on their reputation, they're a solid, stand up company.
I won't forget it.
Post edited by kreatyve on
10
Comments
Glad to here that everything worked out for you!
Little tip for the future to save yourself some cash:
Always, ALWAYS check the Auction House first.
There is currently a Giant Red Crab (identical to the Zen Market one, except for the paint job) listed for 200,000 A.D., at the current exchange rate, that would be 400 Zen, or $4.00. And it would be completely unbound (hence mail-able to your son) by default.
'Wen considered the nature of time and understood that the universe is, instant by instant, recreated anew. Therefore, he understood, there is in truth no past, only a memory of the past. Blink your eyes, and the world you see next did not exist when you closed them. Therefore, he said, the only appropriate state of the mind is surprise. The only appropriate state of the heart is joy. The sky you see now, you have never seen before. The perfect moment is now. Be glad of it.' Terry Pratchet The Thief Of Time
EU Community Manager @ Gearbox Publishing
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Neverwinter: Discord - Facebook - Twitter - YouTube - Customer Support - Terms of Service
GREAT NEWS story - only wish we at least saw slightly more of these types of story's a little more often! So thank you @methuselas for the kind & positive note!
This works for me, though, 'cos I'm tired of making modules for him and Mom to play and my little monster keeps stealing all my dice and losing them.
In my experience, PWE support is actually really good as long as you're polite. Like all CS folks, they don't get paid enough to deal with HAMSTER from people.... And no, it's not their job to put up with it, it's their job to handle customer issues in the most appropriate way, which is pretty much entirely at their discretion. So, this just goes to show, a little respect and some manners can go a long way.
Sekhmet@kvetchus_
Guilds: Greycloaks, Blackcloaks, Whitecloaks, Goldcloaks, Browncloaks, Spiritcloaks, Bluecloaks, Silvercloaks, Black Dawn
Tredecim: The Cloak Alliance
I made sure to be polite, and point out that the error was mine, and that I knew they weren't obligated to meet my request - but if they could, I'd be really grateful. And lo and behold! Request granted.
@cdnbison That is tear's of laughter. "Of course, I've also worked on a hell desk before"
I think many people have worked in that role at some point in their career - yes even me. Still it's understandable when people sometimes are a little upset; when thing's didn't go quite as they expected. But your certainly right even if it was you who made a mistake, it's often best to be honest and admit it, often they'll recognize it and try their best to help.
Still it's just greatly refreshing to see the more positive notes of people complimenting Cryptic's customer service team!
We need more positivity in more aspect's of the forum - so this is a great read.
Sci-fi author: The Gods We Make, The Gods We Seek, and Ji-min
I work in customer service (retail) and without fail, I always respond better to people who come to me and explain their problem calmly and politely. I will go out of my way to fix things for them and make sure that they go away feeling like they've had a positive experience despite whatever their initial problem was.
But, I'm only human ......why on earth would I WANT to help someone who is being rude and aggressive before they've even explained their issue!? Quite simply...I don't. I do the bare minimum that my job requires for people like that. They might go away unhappy, but my inner 12 year old will be grinning from ear to ear
Second, WOW! That is an amazing story and one I am pleased you shared.
Far to often we only hear the squeaky wheels, I'm glad you shared this.
My top two is an account banned for being part of a "botting network". I briefly challenged the ban, support confirmed the mistake, but the account remained banned for "previous infractions". The account had two level 5 characters that I hadn't played for months. WTF?!
Back in the day I thought I had lost two level 10 enchantments in the mail (bis at that time). Contacted support and they refunded me six enchantments (3x2) for whatever reason. Turned out the enchantments weren't lost either, I just didn't correctly remember the account I had mailed them to. So I ended up with eight enchantments.