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

Serious Question: Has anyone actually had customer support resolve an issue to your satisfaction?

waglaf#2015 waglaf
waglaf#2015
 Member Posts: 25 Arc User
in General Discussion (PC)
Every time I have contacted them it is always the same old song and dance:
Sorry for the inconvenience...
Unfortunately there is nothing we can do....
Thank you for your understanding...
Blah, blah, blah.
So someone please tell me it's just a run of bad luck and they are actually helpful and serve a purpose.

Comments

  • celthon#3663 celthon
    celthon#3663
         Member Posts: 10 Arc User
    I am brand new to the game (just bought it 2-days ago) and had filed three tickets since starting...two of them have been 100% solved/answered, and they were answered within less than 12-hours of being filed. The third ticket is almost done (I needed further clarification about account issues outside of the game). For a "free-to-play" game I think that is pretty good...I've played others in which I waited many days just to get the first 'runaround' copy/paste answer.
  • aratecharatech Member, NW M9 Playtest Posts: 269 Arc User
    Once. About....3 years ago?
  • kreatyvekreatyve Member, Neverwinter Moderator, NW M9 Playtest Posts: 10,545 Community Moderator
    I've had it go both ways, but generally they are helpful. My 2 cents.
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  • reg1981reg1981 Member, NW M9 Playtest Posts: 1,435 Arc User
    I've had it go both ways as well, just depends on the issue.
  • tribbulatertribbulater Member Posts: 194 Arc User
    Same, goes either way, depending. If it is an actual, in-game, one off issue, they have been very good at resolving it. It can take a while, and they are likely to write me back 2-3 times saying "Can you confirm this detail/provide a screenshot/take some step"... but they do go out of their way to resolve what they can.

    The ones that have received the 'so sorry, but unable to fix for reason X' replies have generally had to do with event problems or large scale game changes. I'm pretty sure the issue in that case is "if we fix this for you, and you run off and post on reddit/forums/discord that we did, then we're gonna have to fix the same thing for 39,000 other people. So no, sorry for the inconvenience, we hope you understand."
  • waglaf#2015 waglaf
    waglaf#2015
         Member Posts: 25 Arc User
    tribbulater said:

    Same, goes either way, depending. If it is an actual, in-game, one off issue, they have been very good at resolving it. It can take a while, and they are likely to write me back 2-3 times saying "Can you confirm this detail/provide a screenshot/take some step"... but they do go out of their way to resolve what they can.

    The ones that have received the 'so sorry, but unable to fix for reason X' replies have generally had to do with event problems or large scale game changes. I'm pretty sure the issue in that case is "if we fix this for you, and you run off and post on reddit/forums/discord that we did, then we're gonna have to fix the same thing for 39,000 other people. So no, sorry for the inconvenience, we hope you understand."

    you might be on to something there
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