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Cryptic support empowerment / guidelines
reg1981
Member, NW M9 Playtest Posts: 1,435 Arc User
This is in the bugs section because it's related to a bug and IMO is also a bug in your support guidelines.
I write this because I'm a little annoyed with what seems to be a lack of empowerment with your support staff. Or terrible guidelines on how issues are handled.
I purchased something you released broken, Soradiel. I waited a week, waited until a patch came out, and with no fix nor any further info from the Cryptic I asked for a refund of zen on Soradiel. I don't want the cash back, I want the zen so I can make an upgrade that works. I'll get the pet again at a later date when IT actually works.
I just can't wrap my head around how I can be told no, wait until the fix comes out. You released a broken item. Fix it, take it down, OR REFUND IT TO THOSE WHO ASK!!! What a HAMSTER way to treat a customer. Put $20 into a game, get something that ends up broken, now that money is tied up and instead of enjoying the purchase I get to deal with support and told to wait. You wouldn't wait if that payment was canceled, you'd ban me in a heart beat.
Show your customers a little respect. You have nothing to lose by refunding zen in this situation, the money is still in your bank. I get a working upgrade, you still have a happy customer. Seems that won't be the case today.
I write this because I'm a little annoyed with what seems to be a lack of empowerment with your support staff. Or terrible guidelines on how issues are handled.
I purchased something you released broken, Soradiel. I waited a week, waited until a patch came out, and with no fix nor any further info from the Cryptic I asked for a refund of zen on Soradiel. I don't want the cash back, I want the zen so I can make an upgrade that works. I'll get the pet again at a later date when IT actually works.
I just can't wrap my head around how I can be told no, wait until the fix comes out. You released a broken item. Fix it, take it down, OR REFUND IT TO THOSE WHO ASK!!! What a HAMSTER way to treat a customer. Put $20 into a game, get something that ends up broken, now that money is tied up and instead of enjoying the purchase I get to deal with support and told to wait. You wouldn't wait if that payment was canceled, you'd ban me in a heart beat.
Show your customers a little respect. You have nothing to lose by refunding zen in this situation, the money is still in your bank. I get a working upgrade, you still have a happy customer. Seems that won't be the case today.
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Wouldn't it make sense to offer the refund of ZEN(not cash, I felt I had to have it bad enough that I paid cash for it), let me enjoy my purchase, then when this pet is fixed let me buy it again? I def would have dropped the cash again for this pet once fixed. Would have been $40 in the bank and a happy customer. Instead you've got a sour customer, a public call out on how this is going down, and $20 in the bank instead of potential double.
IMO your doing a great job with the zen market, and allowing account wide items. I'm trying to show my support. Would just be nice to see the same in return.
This sort of reply is EXACTLY what is wrong with the Customer Service. You did a great job of confirming that the OP's complaint is not only justified, but that all of us can expect the same level of service from Cryptic. Very disappointing.
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