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

Customer support closing ticket without reading it..

mcmanus83mcmanus83 Member Posts: 5 Arc User
edited May 2013 in General Discussion (PC)
I have submitted a "login issue" ticket as i could not login to my account, it was stolen. At that time i did not know it was also banned due to the theft, so i think i choose the proper category.
48 hours later(which would be an acceptable response time) i have received an answer, which stated that this is not an automated response, and that it is a pre-formated repsonse.
I requested help regarding regaining control of my account, i provided account related information.
The pre-formated had such good best practice advices as to check if im writing in the correct password, and that i should reset my password using the site... clear my cookies and browser history..
Yeah.. really helpful stuff related to my issue. On top of all this, the status of my ticked was changed to resolved, im sorry but who exactly does this resolve my issue?

So there are two possibilities, the person who took care of the customer request did not even read the ticket and copy-pasted a template.. the wrong template at that.. or he/she purposely ignored the content of the ticket, and used a template just to get rid of it and mark it as resolved.
Please take your pick which is worse..

PWE.. im a paying customer of yours, i cant even access my account.. i had to make a new account just to post on the forums.. My other ticket which i sent to "customerservice@perfectworld.com" describing my problem is 10 days old without any human response..
Post edited by mcmanus83 on

Comments

  • vv13vv13 Member Posts: 15 Arc User
    edited May 2013
    get used to it..there is no customer support at all
    my ticket is opened for 11 days now, no response
  • exxplicit480exxplicit480 Member Posts: 4 Arc User
    edited May 2013
    Paying customer here as well. Also disgusted with the lack of support we get.
  • cipher9nemocipher9nemo Member, Neverwinter Beta Users Posts: 0 Arc User
    edited May 2013
    Yeah, they're completely swamped with tickets. They've even admitted that. Thank PWE for that, not Cryptic. One of the worst track records of customer service. It's just another reason why I haven't spend a dime here.

    I hope they can catch up over time to a reasonable turn around of customer support tickets. I guess I can dream at least, lol.
    cipher_jitn_sig.png
    Hammerfist Clan. Jump into the Night: NW-DMXWRYTAD
  • cipher9nemocipher9nemo Member, Neverwinter Beta Users Posts: 0 Arc User
    edited May 2013
    lilmonkey222 wrote: »
    Cryptic is PWE, you muppet.

    No, PWE is the publisher who owns Cryptic the developer. Get your facts straight before you insult next time. :)
    cipher_jitn_sig.png
    Hammerfist Clan. Jump into the Night: NW-DMXWRYTAD
  • platinuplatinu Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    vv13 wrote: »
    get used to it..there is no customer support at all
    my ticket is opened for 11 days now, no response

    Yep. It's sad but Cryptic's Craptacular Customer Service is the main reason my guild and I are going to ESO as soon as it goes live. I love the game but I go where the guild goes because they make any game more fun. NWO has all the earmarks of a game created to fleece as many people as possible for as much cash as possible but without any signs of survivability even attempted.

    Things like great customer service and fixing bugs in a timely manner during the 1st month are, imo, signs that a game will make it. This game, they haven't actually incorporated even CS to any degree. It's as if they are actively trying to not invest any actual cash into the game so that when they rip it out from under us they'll lose less.

    It's just such a shame to. This game could have been fantastic if they'd just tried, even a little bit.
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  • mcmanus83mcmanus83 Member Posts: 5 Arc User
    edited May 2013
    A bit of off topic, but anyone else is pissed about the uncommon companion versions of regular ones in Zen market??

    I mean that is a basic feature which is "Coming soon" (the training books for companions) and they are selling it for cash, when clearly the feature is done, yet they do not add it to the game, but put it in the shop.. that is just blatant extortion..
  • silantwanderersilantwanderer Member Posts: 5 Arc User
    edited May 2013
    Having worked in technical/customer support, being "swamped" is no excuse to provide bad service. They need to get their act together and hire better representatives. Considering the job market out there, they can't be lacking in suitable candidates.
  • ambisinisterrambisinisterr Member, Neverwinter Moderator Posts: 10,462 Community Moderator
    edited May 2013
    I am sorry, truly, but the only thing I can do is direct you to this thread.

    This is out of my hands. I'll pass the thread along to the CM's but this topic will simply result in a flame war so I am closing it down.

    Trust me I would much rather have you speak your opinions but in this case it's really not possible without having half of the responses moderated. I have tried in the past, it simply doesn't work out. :(
  • cmpinpointerrorcmpinpointerror Member, Moonstars, Neverwinter Beta Users, Cryptic Developers, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Founder's Pack Users Posts: 646
    edited May 2013
    Hey everyone, you can update the ticket if your issue wasn't resolved and you still need help from our Support Team with your issue.
This discussion has been closed.