test content
Logo
What is the Arc Client?
Install Arc
Is it normal not to receive first time buyer's reward after five days?
whitecr0w11
Member, Neverwinter Beta Users Posts: 0 Arc User
Yup. Five days. I have a ticket open that hasn't been answered since the 29th of last month.
Real quick here:
- Bought zen through Arc.
- It was more than 500.
- Already have a ticket open.
In the ticket they mentioned I should wait another 24 hours. It's been over 48. So what should I do? Open another ticket? They refuse to reply to my current one. Gotta' say, I won't be buying any more zen until I get the pack. Its contents are already diminished due to the rate I'm progressing in the game (Already level 31), so I haven't played much either.
Real quick here:
- Bought zen through Arc.
- It was more than 500.
- Already have a ticket open.
In the ticket they mentioned I should wait another 24 hours. It's been over 48. So what should I do? Open another ticket? They refuse to reply to my current one. Gotta' say, I won't be buying any more zen until I get the pack. Its contents are already diminished due to the rate I'm progressing in the game (Already level 31), so I haven't played much either.
Post edited by whitecr0w11 on
0
Comments
Honestly, were they expecting me to buy more zen during this wait? I understand the pack is free, but it's what initially drew me to even buy zen. Hook, line, and sinker I guess.
Neverwinter Census 2017
All posts pending disapproval by Cecilia
As of a few months ago, Support is open on weekends as well. Not sure if that counts in response times, though.
Great Weapon Fighter: Because when is today not a good day to die?
PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
Also, if the item is account bound, it should stand to reason that the item is sent to the @handle, rather than a specific character. Just saying.
Great Weapon Fighter: Because when is today not a good day to die?
PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
A mail attachment that can be redeemed once is handled a bit differently. My pack was received by the character I logged in with first after qualifying. I had not bought anything at that point, only transferred the Zen to use later. This message was not received by any other character. Auto-mail is handled differently than mail from players, where all characters can access the attachments but the items themselves only exist once. That's about as simply as I can explain it.
All the stuff in the account-bound main pack that will become character-bound when opened comes in sub-packs that are also account-bound and can be distributed as you see fit or held for later use.
Edit: I'm not sure why they didn't handle this through the reward claim agent or just have the item available as a one-time claim in the Zen store like the gifts from a few months ago, and just have mail to your account to let you know to pick it up. So it goes.
Neverwinter Census 2017
All posts pending disapproval by Cecilia
Just want to say thanks to both of you for shedding light on this, and dealing with my banter. I'd be lying if I said I wasn't upset, but you guys are offering more to me here than the official Support currently has. All I know is it's quite a drag to log in every day, or check my email as well as ingame mail and still see nothing received. I honestly can't even comprehend what the issue is that it has been a week now. I understand what a high volume of tickets mean, but a week? Yeah no.
Great Weapon Fighter: Because when is today not a good day to die?
PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
keep updating the ticket, or write another one,
Escalation is what you want. Tier 1 support cannot help you obtain in-game items. This is the same thing that happened to me: "Escalated to tier 2 support" - I had my stuff the next day.
Your situation should be solved by today, tomorrow at the latest. Escalation is always a *GOOD* thing.
Click "Back to Game News" at the top of this page.
Then click the link titled SUPPORT.
Then click the tab titled CONTACT US.
Sign In (if not already).
This is your Support Ticket Submission page.
I recommend the following:
Describe your problem INSIDE the subject field. For example: "NEVERWINTER: Qualified Promotion Not Received".
(The ticket goes to general Perfect World Support and they will know to send it to Neverwinter people).
Be POLITE: Start your description explaining how you understand the Support People are very busy, and thank them for spending the time to review your problem.
Explain in detail, but PITHY what your problem is. For example: "I purchased and transferred Zen Points into Neverwinter and I have qualified for a promotion called "First Time Purchaser Pack" - I have waited the full XX hours they recommend and it has now been XX hours and I still have not received it. I am asking kindly for your help with this."
If your situation has to do with the purchase of ZEN - I recommend you take a screenshot of your Perfect World "Thank You" Email and attach that image to your ticket.
And most of all: BE POLITE, and BE PATIENT in equal, but generous doses.
If you give any indication that you are impatient, frustrated or angry, don't be surprised if you just get a canned response with no useful outcome. Help those people help you and remember that they are working hard and facing thousands upon thousands of support requests. A little empathy for those people can go a really long way.
Good luck to anyone else with this same issue, and I hope you don't have to go through what I did.
They may have (should have) mentioned that you will get a mail in-game, BUT that mail will only come to ONE character (if you have alts). So when you get in-game and check mail - if you don't see it, go to an alt and check again before you panic. Check all your alts. For me it turned out to be the one I use the least, and the last one I checked! LOL
Thanks for the info. They didn't mention in the ticket it would come through mail, but fortunately I'm already aware of it. I've been checking my mail like a fiend, and I currently only have one character (Waiting to roll a GF after they fix it). I just hope this isn't another wait game where I log in tomorrow to update my ticket again.
It doesn't look like I'm getting my pack because I used "Steam Wallet" for the transfer of 5$,
and apparently it does not qualify for the promo. Didn't know that, otherwise I would have just used my pay-pal account.
It really sucks...
I definitely agree that Cryptic Studios (and Perfect World in general) need to clearly clarify that ALL Zen Buys through Steam (and most third-parties) do not (ever) qualify for "Zen Transfer" promotions. I empathically say to you (and all who use Steam and Gift Cards, etcetera) - if you want to participate in a promotion: buy your Zen Points directly.
@Tomashgda - the good news is that the First Time Buyer's promotion does not appear to expire. It looks like a permanent promotion, so you haven;t lost-out if you still want it. Just make your next Zen purchase direct, rather than through Steam.
I'm happy to know this.
For all readers: the truth is that Perfect World support gets a bad wrap most of the time as people forget that it's people "grinding" through tickets. Think about it: if that's what you do for a living, going from support ticket to support ticket eight hours a day, how will you treat the ticket that comes-off sounding like they expect everything, sounding like you owe them something, sounding impatient and angry? Yeah, I'd hit the template reply and move on, "screw you, I don't need this."
However, if you remember those people work hard, thank them for what they do, be polite and empathic toward them - they will go out of their way to help you. I've always had excellent support from them (and other Support organizations) when I needed it.
Just always remember: even though their job is to help you, when you submit a support ticket you are actually adding to their workload. It helps to recognize this and thank them for their help - in advance.