WTB Customer Service

pestilence149 · June 2013

So since Cryptics ban-wave 5/27/13 myself not others have received banishment without any form of notification, I have read many posts of people unable to contact Customer Service about refunds or missing founder items, stolen accounts and a few other things PWE has decided to completely ignore. Myself have spent a good chunk of money towards the game for in-game companions yet still was randomly banned after spending IRL cash and farming nodes when professions and ran delves when active. I played the game for many hours a day yet always doing different things so I really don't understand how you confuse me with a bot or my name isn't asawfgh who is playing twenty hours a day in the exact same instance. Please cryptic take a look at your customer service as it is generally HURTING the mass amounts of contributors towards your game, we all enjoy playing but it seems as if you don't even mind if we continue to contribute would just rather ignore us and watch us part. Would seriously love to hear a reply from an employee or mod, not just closing my thread please.

Sincerely,
Pestilence

vv13 · June 2013

+1

my ticket is opened for 14 days now, no aswer yet
i have spent over EUR80 on this game, then they banned my accout without notification and in my opinion without reason (i did not exploit, cheat, dupe, etc..)
since then im trying to contact customer support, all what they did is that they opened a ticket 14 days ago, and then nothing

this is absolutely crazy, they just dont care even about the PAYING customers

skalt112 · June 2013

I don't think it's so much that they don't care, as much as it is there are so many problems with the game they just can't keep up.

allaerra · June 2013

Perfect thread title:D.

beanyundead · June 2013

There are thousands of players beta-testing this game that has been out for a couple of months. Let’s say for the sake of argument that there are only 1000 people playing the game (there is much more than this). If every player submits just 1 ticket a week, that's 1000 tickets per week or 8,000 tickets in two months. Let’s say that each ticket takes, oh, 30 minutes to completely resolve. (This by the way is completely ridiculous since most coding problems can take hours or even days to figure out). We are talking about 4000 hours of work or 166 days (provided the team works for 24 hours straight!). That's about four months of continuous uninterrupted work. The situation is actually worse than in this example because the numbers involved are actually much higher.

If you were banned without reason, I would find that deeply disturbing. Is there anything that you could have been doing that could have been interpreted as cheating?

Be patient. This is month two of the beta. Give it a chance.

lostmarbleshere · June 2013

Yes give it a chance the exploits were only in closed beta also. Then never fixed for open beta lets see closed beta + open beta thats what 5 - 6months around there to fix the issues. Your ticket is probly going to get the delete option like so many others. Check the BBB rating for this company cryptic. It fits prefectly to the service you have gotten.

pestilence149 · June 2013

Honestly like I said nothing that I can think of other then farming some nodes/chests in icespire peak during profession events or ran dungeon delves through out the day. Never used any of the exploits or dupes and still got a ban hammer, if I got a warning that I was doing something wrong I would immediately of stopped considering I spent 100$ on my account. That being said this rate of customer service is junk, I do not recommend anyone even attempting to contact them it is like it does not even exist, unfortunately I had no time the other day to contact visa so I will give them a call Monday to add this description to my account of trying to attempt contacting PWE and will give them further more an additional week and if after 10 business days I believe it is a lost cause, this is just disgusting.

Edit ; Yes even in Canada we are able to report companies via the Better Business Bureau.

pestilence149 · June 2013

Enough bickering between eachother, instead of trolling Id rather Cryptic see how many people they are wronging. We wouldn't be complaining if we were actually cheating/botting. We are paying customers and you are making us jump through hoops to not even able to get ahold of you! : /

xen1912 · June 2013

pestilence149 wrote: »

Enough bickering between eachother, instead of trolling Id rather Cryptic see how many people they are wronging. We wouldn't be complaining if we were actually cheating/botting. We are paying customers and you are making us jump through hoops to not even able to get ahold of you! : /

I agree that there needs to be more communication, this person just adds negativity to almost every post in the forum. I believe that changes will come but very slowly.. just without communication the community wont be good.

mechjockey · June 2013

pestilence149 wrote: »

Enough bickering between eachother, instead of trolling Id rather Cryptic see how many people they are wronging. We wouldn't be complaining if we were actually cheating/botting. We are paying customers and you are making us jump through hoops to not even able to get ahold of you! : /

Until you can find a way to hold their feet to the fire in a way that means something to them they will not care.

ambisinisterr · June 2013

PWE and Cryptic know full well how much of a problem the customer support is causing which is why they have been taking measures to improve it and expand on the support staff.

There are literally thousands if not tens of thousands of tickets being filed daily and the support staff has and will continue to be expanded until they are able to cope with the number of tickets being submitted. You can read this thread for more details.

In the mean time I am sorry but there's nothing the forum staff can do except state there's no argument from the company that the response times are slower than they should be. Just please remain patient and they will get back to you.

These threads are not closed because we don't care or because we refuse to improve the situation. These threads are closed because of the behavior that occurred in this thread. If I could leave these threads open without having nonstop unproductive bickering and insults I would but it simply doesn't happen.

WTB Customer Service

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