Clarification Frankie

Traz - Dreamweaver

frankieraye wrote:

Escorian, I'm closing this post due to the fact that it's actually against forum rules:

8. No posting of personal conversations or personal information (from IMs or PMs).
Topics such as these are considered breaches of privacy. Please refrain from posting such items including, but not limited to, email exchanges with GMs, admins, moderators, PWE Customer Service or personal communications with other members.


But I am forwarding the issue to our QA team and Customer Service team and I'll find out what's going on.

So we aren't allowed to even paraphrase what is said between us and staff or anything, or is this based on that he pretty much copied and pasted this issue straight from the ticket?

PS. It was a joke of an answer in the first place to be blunt about it. There's no reason you couldn't exchange the book for him as it's obviously an error that a sage book came in a demon book clip....

Asterelle - Sanctuary_1381265973

http://imgur.com/8IjzX

The item clearly says in its tooltip that you should be getting Demon Vortex from it. You buy it because of what is advertised in that tooltip. If what you are getting doesn't match that tooltip then there is a flaw in the game and it has to be corrected by GMs.

Traz - Dreamweaver

Asterelle - Sanctuary wrote: »

http://imgur.com/8IjzX

The item clearly says in its tooltip that you should be getting Demon Vortex from it. You buy it because of what is advertised in that tooltip. If what you are getting doesn't match that tooltip then there is a flaw in the game and it has to be corrected by GMs.

Exactly what I thought so that answer I read that they give escorian was comical.

Rawrgh - Raging Tide

Asterelle - Sanctuary wrote: »

and it has to be corrected by GMs.

b:laughb:laughb:laugh


GMs? Fix anything? HAHAHAHAHAHA

Asterelle - Sanctuary_1381265973

Traz - Dreamweaver wrote: »

Exactly what I thought so that answer I read that they give escorian was comical.

For tickets it depends a lot on how you argue. The objective is to place as much blame on the game as possible and to accept no blame at all on yourself. In this case you want to say that it was impossible for him to know he would get sage vortex since the game clearly indicates that he was supposed to get demon vortex.


The last time something like this happened they added a quest to the mysterious librarian to exchange a demon wingspan for a sage wingspan. I think that quest is still there?

Rawrgh - Raging Tide wrote: »

b:laughb:laughb:laugh


GMs? Fix anything? HAHAHAHAHAHA

GMs should be able to exchange the books until they do fix it, or at least give you back your tokens. I've been able to get them to do stuff like that before.

Pytharia - Lost City

theirs a distinct correlation between cash shopping and getting gm's to do stuff for you

Rawrgh - Raging Tide

Customer service for PWI is the biggest joke I have ever seen.


For 90% of cases there is no policy on what to do and the results you get are dependent on the mood of whichever GM answers your ticket.

Before the official rule change for SP I PMed a GM and asked if PKing in SP was bannable. He said that as long as it wasn't harrassment, continually killing them over adn over and over, then I wouldn't get banned. I went into SP, I saw someone, killed him, and left. He PMed me "I report u" the next day I was banned.


I NPC a tsuchun's dark soul mat. I send a ticket asking to get it back. A guy in my guild NPC's 8 minister stones. He sends a ticket saying THE EXACT SAME THING.


I got a response that said "sucks to be you", he got his minister stones back.

A guild member bought a nix and somehow it came without one of the skills that nixes are supposed to come with. He sent a ticket and it took TWO MONTHS to get it fixed. At first he sent multiple screenshots of him getting the nix, and showed it at level 1 not having all the skills. The response? Are you sure you didn't have it removed? And then "well what skills was it supposed to come with? It was done in the most idiotic and unprofessional manner I have ever seen in my life. After a while he was told that he would have to revert it to egg and NPC it, also that somehow he had to buy an account stash stone, because, you know, you can't get customer service without buying something. After two months of dealing with someone who had clearly never played this game, had zero knowledge of this game, and had no idea what he was doing, a GM randomly ported into FC where he was, DROPPED A NIX TICKET ON THE GROUND, and then left.


Customer service here is so pathetic, they would be far better off if they outsourced to India or something.

Psytrac - Dreamweaver

It really depends on what GM you get too, one told me at patch 175 "oh it's a translation bug" (really, phantom and game engine bugs are translation problems?) Well, I had people on PW-CN check and the bug exists there too, it's not much noticed I'm sure.

I sent the notes I made to monkeyshatter (Our new "patcmonkey" ) who has been very upfront and honest with me on what bugs do truely exist, and does actually send the information along to where it should go. I will hope that these bugs finally get fixed, but like others, I will not hold my breath, but I will say openly:

Thanks monkey for trying, even if it does not get fixed.

Asterelle - Sanctuary_1381265973

Rawrgh - Raging Tide wrote: »

After two months of dealing with someone who had clearly never played this game, had zero knowledge of this game, and had no idea what he was doing, a GM randomly ported into FC where he was, DROPPED A NIX TICKET ON THE GROUND, and then left.

Lol thats pretty funny.

I can only speak from personal experience from the ~10 tickets I have submitted that all but 1 were handled satisfactory.

The 1 was one where I asked for a refund of my charm for being 1K'd during RB delta. That was the only one they said no.

Sakubatou - Sanctuary

Rawrgh - Raging Tide wrote: »

Customer service for PWI is the biggest joke I have ever seen.


For 90% of cases there is no policy on what to do and the results you get are dependent on the mood of whichever GM answers your ticket.

Before the official rule change for SP I PMed a GM and asked if PKing in SP was bannable. He said that as long as it wasn't harrassment, continually killing them over adn over and over, then I wouldn't get banned. I went into SP, I saw someone, killed him, and left. He PMed me "I report u" the next day I was banned.


I NPC a tsuchun's dark soul mat. I send a ticket asking to get it back. A guy in my guild NPC's 8 minister stones. He sends a ticket saying THE EXACT SAME THING.


I got a response that said "sucks to be you", he got his minister stones back.

A guild member bought a nix and somehow it came without one of the skills that nixes are supposed to come with. He sent a ticket and it took TWO MONTHS to get it fixed. At first he sent multiple screenshots of him getting the nix, and showed it at level 1 not having all the skills. The response? Are you sure you didn't have it removed? And then "well what skills was it supposed to come with? It was done in the most idiotic and unprofessional manner I have ever seen in my life. After a while he was told that he would have to revert it to egg and NPC it, also that somehow he had to buy an account stash stone, because, you know, you can't get customer service without buying something. After two months of dealing with someone who had clearly never played this game, had zero knowledge of this game, and had no idea what he was doing, a GM randomly ported into FC where he was, DROPPED A NIX TICKET ON THE GROUND, and then left.


Customer service here is so pathetic, they would be far better off if they outsourced to India or something.

I had a catshop reported for scamming. Since I am usually very careful in pricing my items out and have never scammed to my knowledge I sent in a ticket asking what I did wrong, and if possible could they send me a screenshot. I at least wanted it on record that I wasn't intentionally doing anything wrong.

Anyways, the ticket response was I "was selling my items for prices too low for competitors to compete with and that was unfair to the pwi market"... I was selling things too cheap and thats now considered scamming? So I sent them a response asking to clarify how that was an issue. Their response was "you know what you did, deal with it." I forwarded the emails around to make sure I wasn't the only one finding a problem with their professionality and everyone went "huh? wtf."

Dezto - Harshlands

Asterelle - Sanctuary wrote: »

Lol thats pretty funny.

I can only speak from personal experience from the ~10 tickets I have submitted that all but 1 were handled satisfactory.

The 1 was one where I asked for a refund of my charm for being 1K'd during RB delta. That was the only one they said no.

I agree, this is hilarious. I got a brand new charm from being 1K'd from RB, we were at the 6th or 7th boss and my barb got the kick. Sent a ticket asking for the lost exp and charm (about 300k or more was gone) and a few days later I got a mail with a new gold charm.

This was before packs came out though.

I've sent a few other tickets and the responses I've gotten are sometimes just plain idiotic but the other times they are actually pretty good and give satisfying results.

I guess it all depends on which PWI CM/GM your ticket gets sent to/handled and on his/hers mood. As far as I can tell there are no set rules, I've lost the count of how many times I've heard people saying that they got something that someone else got denied.

I_Love_Pets - Heavens Tear

To an extent I agree. However at the same time. Somethings I think are also based off the experience of the "gm" as well and what they know how to do and can do because of it. Since it seems somethings done by them are, I would believe known to some. Other things I bet are not "done" anymore because they do not know how to and have not been told how to and told this this and this to do. Within common sense of course. this being said to "newer" gm's rather then the older one's. I also think that some of the people that "used" to be there no longer are. That in itself makes sense. It would explaine that aspect. As to why many things are "different" As at times I would believe that certain things are handled by different people and some are "newer" and not told the same things as the older staff likely were. It would make sense at least. Jus my thoughts on this.

Traz - Dreamweaver

I_Love_Pets - Heavens Tear wrote: »

To an extent I agree. However at the same time. Somethings I think are also based off the experience of the "gm" as well and what they know how to do and can do because of it. Since it seems somethings done by them are, I would believe known to some. Other things I bet are not "done" anymore because they do not know how to and have not been told how to and told this this and this to do. Within common sense of course. this being said to "newer" gm's rather then the older one's. I also think that some of the people that "used" to be there no longer are. That in itself makes sense. It would explaine that aspect. As to why many things are "different" As at times I would believe that certain things are handled by different people and some are "newer" and not told the same things as the older staff likely were. It would make sense at least. Jus my thoughts on this.

I'd really hope the GM spends more then 3 seconds looking up the book clip and realizing "hmmm that's really **** over our customers" and then replaces it....bc spending any more time then 3 seconds they could easily see that's horridly wrong and needs fixed.

Burnout - Harshlands

PWI's service may be spotty, but they DO try to fix things occasionally. Two that I recall:

-- I posted a thread about how I lost 20 mirage celestones because I accidently dropped it while trying to drag it over to my catshop (at that time there was no confirmation box for dropping things, if you dragged it outside your inv and released the mouse button the item would drop).

Couple weeks later they added a confirmation box for dropping items.

-- I complained in a thread about how the text for getting a mysterious cog was spotty, and that some people could accidently take the cog thinking it would also give them the regular reward of exp and spirit + a page of fate.

Couple weeks later they added additional dialog to the room 50 NPC stating that getting the mysterious cog means sacrificing the usual exp and spirit reward.


So overall PWI DOES try to fix things that they think are in-game mistakes, but I really don't think PWI has the ability to fix a lot of stuff that requires changing the code. And I'm pretty sure changing what you get from skill books involves changing game code. But Escorian should still somehow be reimbursed in some way, because this is definitely a mistake on the part of the game devs.