As you can see by my title, my issue has been resolved as well. Keep trying guys, they will help you eventually! Good luck!
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sritthhMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited July 2013
For those who called in for support what kind of hold/queue behavior did you get? The first 30 or so times I called I'd be on hold for a couple minutes then get ringing, then a blurb about their support hours and it'd hang up on me. Now when I call I get the 'all agents are busy please hold' then 30 seconds-2 minutes later it rings a few times and I get the welcome/agents busy message again and it starts all over.
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s32ialxMember, Neverwinter Beta Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
For those who called in for support what kind of hold/queue behavior did you get? The first 30 or so times I called I'd be on hold for a couple minutes then get ringing, then a blurb about their support hours and it'd hang up on me. Now when I call I get the 'all agents are busy please hold' then 30 seconds-2 minutes later it rings a few times and I get the welcome/agents busy message again and it starts all over.
your running out of time to call they are open for the next hour / hour and a half... they have disconnected me to the point i had to keep calling but keep it up eventually you will get through I've been on hold over 2 hours and my provider cuts my calls after2 hours... so i had to call back... but then it started hanging up every little bit but I got though 2 days in a row.
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sritthhMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
your running out of time to call they are open for the next hour / hour and a half... they have disconnected me to the point i had to keep calling but keep it up eventually you will get through I've been on hold over 2 hours and my provider cuts my calls after2 hours... so i had to call back... but then it started hanging up every little bit but I got though 2 days in a row.
Thanks I've been on hold for about 2 hours this time, 1 hour last time, and before that got dropped every minute or so and had to dial in again. I'm hoping I can get through because otherwise I'll have to wait until next Friday to call. With the shift I work I'm sleeping most of the time that they're open for business except on Friday (and maybe Thursday if I wake up early). I hate that I can't use the support page either (with this account which is having the issue, my other account which is just a backup and legacy from Cryptic can load the page fine). Overall I'd say that the support system has gone downhill with PWE over what Cryptic had.
After a support ticket they credited the pack manually on my account .
So guys, if you have this problem just send a support ticket to billing support. (first ticket took 1 day, 2nd took just 1 hour)
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sritthhMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited July 2013
Well hate to be a rage-quitter but this has been the single-worst customer support experience I've ever had and after almost 5 hours on hold and no response I've filed a BBB complaint. Since I can't even contact customer support as the support page errors on my account I feel that I have no other recourse. I had such hopes for this game but after hundreds spent on it to have this level of failure from support makes it all seem like a major rip off (that and seeing that the BBB has had to resolve over 80 complaints in the past year with PWE and overall gives them a C+ rating indicates a systemic issue).
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mewbreyMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 517Bounty Hunter
edited July 2013
I think I'm on day four, of waiting for support. rather ridicules when they take your money and don't deliver, most of my friends have quit this game and I am trying to stick around to continue playing but they sure do like to make it hard, worst support experience in my life, let alone an MMO.
mewbreyMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 517Bounty Hunter
edited July 2013
Sodding unbelievable, they have copy pasted the same thing to me twice in a row now, saying it is active on your account and will be ready for use on the 22nd I am so sodding tired of this, I feel scammed and cheated.
They have taken the 50 pounds from my bank and refuse to help me. Wont be buying from them again, and I am going to uninstall the game I guess, tired of being given the run around by a bunch of con-artists. Never felt so upset by support in my life, what a complete and utter let down. Don't know why I am getting so upset over it, because they clearly don't give a ****.
@mewbrey,
I posted this in the support ticket:
After that I got this as reply:
I have said as much, I have given them copy's of my email, the pending screen and my order information, including the order date. The past two reply's have been the same copy & paste message, they couldn't even be bothered to check that they sent the same copy paste, it just shows that they have not read anything that I've asked support for.
Wish I could paste what I have sent to them, but it is against form rules to post any conversation you've had with support and the reply's they've sent.
Wish I could paste what I have sent to them, but it is against form rules to post any conversation you've had with support and the reply's they've sent.
Thanks for telling, I dind't know that. I remove it as you read it anyways ^^.
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mewbreyMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 517Bounty Hunter
edited July 2013
Day 5, its finally resolved... hopefully I can stop being so dramatic and calm down lol... but still an awful experience.
sritthhMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited July 2013
Well 40 minutes on hold so far today, let's see if I get through before I have to leave for work. I also finally found out what's up with the redirect loop going on with my account and the support page and am trying their email support with a specific subject line to try to get that resolved so that I can hopefully get access to the support page again.
EDIT: Total time today 1.5 hours. I even used my second line to try their main number and couldn't even get through to their receptionist. Guess I'll have to try again tomorrow at the cost of more sleep and more time spent on hold than I even get to play the game lately.
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matii1509Member, Neverwinter Beta Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited July 2013
As you can see I bought Knight of the Feywild, but I have problem with title. It's working on english forum only, tried polish and german forum but don't work there. I wrote to Tech Support but they don't answered only redirected my case to Customer Support. After 3 days CS reply, they told me to post thread on forum.
Anybody have title on other forum?
As you can see I bought Knight of the Feywild, but I have problem with title. It's working on english forum only, tried polish and german forum but don't work there. I wrote to Tech Support but they don't answered only redirected my case to Customer Support. After 3 days CS reply, they told me to post thread on forum.
Anybody have title on other forum?
How did you got the tittle? I too bought Knight of the Feywild but so far I have seen nothing in the preview or in user CP
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mewbreyMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 517Bounty Hunter
sritthhMember, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited July 2013
Well trying the phone call redial dance again today. At least I got the support page redirect loop fixed through a tech support forum post and specially labeled email to customer support so there's at least been a little bit of progress, just not where it really matters.
EDIT: An hour of redials and finally in a hold loop and I got through to someone. They're escalating my ticket/issue up to Engineering so it's at least making progress finally.
EDIT2: And after getting back from some errands and just in time to go to work I have emails as they manually applied my packs (knight and starter) and as can be seen with my title they are now properly on my account. I'm still disappointed by how long it took overall but glad that once I was able to actually talk to someone that it got resolved in a decent amount of time.
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wylderfoxMember, Neverwinter Beta Users, Neverwinter Knight of the Feywild UsersPosts: 43
edited July 2013
I just submitted a ticket to the billing department for the same issue. Hopefully, it will be resolved soon!
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morduuMember, Neverwinter Beta Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
edited August 2013
Same issue. Submitted a ticket, had extensive back and forth, still not resolved.
This was their answer to mine ticket:
"Your question has been received. Due to high ticket volumes at this time, we will respond to your question as soon as possible."
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s32ialxMember, Neverwinter Beta Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
This was their answer to mine ticket:
"Your question has been received. Due to high ticket volumes at this time, we will respond to your question as soon as possible."
which if you read the posts in this topic this is one reason why I suggested calling over making a ticket it's much much faster and smooth.
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axer128Member, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
This was their answer to mine ticket:
"Your question has been received. Due to high ticket volumes at this time, we will respond to your question as soon as possible."
Yea I got one of those replies too, 2 months ago. My rather high importance (tho unrelated to the op) inquiry has yet to get a real reply.
Since I was unable to get the title using the suggested method from the mod on another post (User CP---Permissions is not available). They suggested to contact customer service. The response from the CSR was to log into the forums and post a thread, which is the only way to get help according to him/her...
"We're sorry, but we can't send your payment right now.
Return to merchant and try a different payment method
We are not able to process your payment using your PayPal account at this time. Please return to the merchant's website and try using a different payment method (if available)."
Have you checked out the rewards guy in Protector's Enclave? He's on the west side of the Hall of Justice and is where some of the pack rewards for other things (like two of the Hunter Ranger pack items) show up.
Comments
your running out of time to call they are open for the next hour / hour and a half... they have disconnected me to the point i had to keep calling but keep it up eventually you will get through I've been on hold over 2 hours and my provider cuts my calls after2 hours... so i had to call back... but then it started hanging up every little bit but I got though 2 days in a row.
Thanks I've been on hold for about 2 hours this time, 1 hour last time, and before that got dropped every minute or so and had to dial in again. I'm hoping I can get through because otherwise I'll have to wait until next Friday to call. With the shift I work I'm sleeping most of the time that they're open for business except on Friday (and maybe Thursday if I wake up early). I hate that I can't use the support page either (with this account which is having the issue, my other account which is just a backup and legacy from Cryptic can load the page fine). Overall I'd say that the support system has gone downhill with PWE over what Cryptic had.
So guys, if you have this problem just send a support ticket to billing support. (first ticket took 1 day, 2nd took just 1 hour)
They have taken the 50 pounds from my bank and refuse to help me. Wont be buying from them again, and I am going to uninstall the game I guess, tired of being given the run around by a bunch of con-artists. Never felt so upset by support in my life, what a complete and utter let down. Don't know why I am getting so upset over it, because they clearly don't give a ****.
I have said as much, I have given them copy's of my email, the pending screen and my order information, including the order date. The past two reply's have been the same copy & paste message, they couldn't even be bothered to check that they sent the same copy paste, it just shows that they have not read anything that I've asked support for.
Wish I could paste what I have sent to them, but it is against form rules to post any conversation you've had with support and the reply's they've sent.
Thanks for telling, I dind't know that. I remove it as you read it anyways ^^.
Yay! Sorry it was so rough but glad it got resolved!
EDIT: Total time today 1.5 hours. I even used my second line to try their main number and couldn't even get through to their receptionist. Guess I'll have to try again tomorrow at the cost of more sleep and more time spent on hold than I even get to play the game lately.
Anybody have title on other forum?
You need to contact support, you have the same issue as most of us in this post.
EDIT: An hour of redials and finally in a hold loop and I got through to someone. They're escalating my ticket/issue up to Engineering so it's at least making progress finally.
EDIT2: And after getting back from some errands and just in time to go to work I have emails as they manually applied my packs (knight and starter) and as can be seen with my title they are now properly on my account. I'm still disappointed by how long it took overall but glad that once I was able to actually talk to someone that it got resolved in a decent amount of time.
"Your question has been received. Due to high ticket volumes at this time, we will respond to your question as soon as possible."
which if you read the posts in this topic this is one reason why I suggested calling over making a ticket it's much much faster and smooth.
Yea I got one of those replies too, 2 months ago. My rather high importance (tho unrelated to the op) inquiry has yet to get a real reply.
-Epic Dread Vault Crushed.
Characters (Dragon): Axer (60 Guardian, Leader of Crush It!), Controller (60 Wizard), Warlocker (60 Warlock)
Any idea when that will be available in Preview please?
(No new Forum title either yet)
Edit - fixed the Forum Title
Is this a Catch-22 situation?
I get this:
"We're sorry, but we can't send your payment right now.
Return to merchant and try a different payment method
We are not able to process your payment using your PayPal account at this time. Please return to the merchant's website and try using a different payment method (if available)."
What can I do?