Unfairness To Some Players ( sparkie please read )

IshidaUryuu - Raging Tide

Ok before i go anywhere and carry on with what i have to say and how i feel about PWI Staff i just wanted to state here that " THIS IS NOT A FLAME/RAGE TOPIC ".

I have noticed that the PWI staff is unfair to some players in case of items from tickets etc. I have had friends get positive replys from GMs or whoever looks at the tickets that are sent on the website support section for ingame issues. Such as the issue with those 10* orbs that were given away for free and abused by some people. I have heard and SEEN people get these orbs from tickets. But that is not the issue here as i can understand that the free 10* orb give away is ALOT to ask for and its understandable that they dont fix it.

The problem is with something as "BASIC" as changing a skillbook that you get from Primal World because you got the Demon one if you are a Sage character or you got the Sage skillbook for a Demon character and paid 60 Primordial Bloods ( 1 Months of Farming if you do the Daily without UCH ). Sparkie i want to ask does the staff of PWI know that time is priceless?

Farming for 1 whole month if you are unable to do UCH and even with farming UCH you will get 7 Bloods a day it will still take about 9-10 days to get 60 Bloods.

I sent in a ticket saying this to Arc Support Staff for PWI

-Ticket content removed-


Yes you dont help people that manufacture the wrong item....however there is one problem i could understand if that item was a non character bound item. But the point is we as players in this game have worked our ***** off to get bloods and this isn't an issue with giving a "Free Item" to a player its something that they have worked hard for and just messed up and got the wrong type of skill book which in my case is a Sage Book and i am a Demon Archer.

What are we supposed to use tickets for if you guys can't sort out this problem then? As far as i see you guys wouldnt mind getting 2 Female characters married ingame to each other but you can't fix a simple problem as Deleting the wrong skill book and just replacing it with the proper version or refunding the bloods and deleting the old useless skillbook that we can't even use for anything....Dont get me wrong i am not raging in anyway or angry. I am just dissappointed with support on this game because i really dont see a point of having a Customer Support when they NEVER help players in this game for such basic and simple things....

I would like an answer from you sparkie since you are part of the PWI Staff and know exactly what is going on ( At least i hope you do ) because as far as i can see some GM's are favouring other players that they talk to and helping them out with such small issues and people who don't know any gms or anything just get replies from customer support like i have gotten in the message above.

I would appreciate it if this doesn't get deleted or whatever and called " oh its just another rage topic " because this isn't a rage topic i just want to know what is going on with PWI Staff and why i can't get such a simple issue solved like this.

opkossy

Dude... we've ALWAYS been accountable for stuff like that. Back when culti 89 was something that required hard work and effort and we couldn't change cultis, if you screwed up and picked the wrong one by accident... you were held accountable and wouldn't get the quest removed or changed or anything like that.

And they've never done a female/female or male/male marriage. Those are people with similar names (IE: I and l swapped) making both male and female characters and marrying them. While some "basic" issues do get reimbursement or resolution, especially when out of a players' hand or something that can ~NEVER BE DONE AGAIN~ many others do not because people have to be held accountable for their own actions.

And honestly, when your time is this important to you, you should double check to make sure you don't waste it picking the wrong thing. Like all the people who picked the wrong TM cape and had to suck it up and do it again.

KrittyCat - Dreamweaver

OPKossy wrote: »

And they've never done a female/female or male/male marriage. Those are people with similar names (IE: I and l swapped) making both male and female characters and marrying them.

I think the point the OP was making is that PWE staff itself has no opposition to in-game same-sex marriages, which it doesn't. The change to the game itself has to come from PWBeijing, though, which is as unlikely as a lunar eclipse during the day on the Ides of March with a bunny dancing to the Riverdance.

However, I fail to see how that particular statement has any bearing on the rest of the post.

IshidaUryuu - Raging Tide

OP come to Raging Tide and you will see infront of yourself the same sex marriages not people with different i's or L's in their name. But that is besides the point here the problem is why would they do something like that when they can't fix something this simple. Yes time is important but mistakes happen. As for the cultivation they came up with a solution for that by bringing out that stone, however a cultivation is actually a whole different story compared to just one simple skillbook, they dont need to change anything on any character. All they literally have to do is just delete the book from the character and then inject the demon skillbook, afterall its called customer support for a reason. Its to help players out if they make a mistake ingame depending on how much impact it can have on the game.

I have HEARD and SEEN people that have received +10 orbs from tickets after they closed the code, and this wasn't orbs that they kept in their mailbox, these were sent to their accounts via the ingame mail system when they complained on tickets. It just frustrates myself and im sure most of the players if they can't fix such a simple problem because afterall that is their job to keep their customers satisfied. PWI is a business and to have a successful business you need to help the customers out in the best way that you can as far as i can see PWI isn't doing this obviously.

opkossy

I am on RT. The only servers I don't actively play are Morai and Archosaur.

And the marriage thing isn't a GM going and editing anything. Person A makes a male character named BeIla, and has a female character named Bella. Ingame, the names look identical. So when the male character marries someone, it LOOKS like the female is married cause the male's just an alt made for the marriage. Repeat for the other female using other extremely similar names and you have what looks like a girl married to another girl. We've been seeing this done since 08.

And yeah, the orb thing happened. They went and re-reimbursed Archo's players after the thing for everyone got shut down. And the folks on Archo were able to use it on any server or give it to others like they originally could... and it goes back to my point that stuff like that is COMPLETELY OUT OF THE PLAYERS' HANDS.

Meanwhile a misclick and then making the wrong thing without double checking? That is something we ourselves are fully in control of and that they don't reimburse and, as a matter of fact, are not supposed to reimburse. Don't call the culti swap stone a solution they came up with. That's like me being told in ticket back in 08 that I shouldn't create a venomancer until the lack of texture between their legs was fixed and that the devs finally got around to it within the past year makes up for that.

Like I said, for things like this human error may be real but... that's our loss for not being more careful and always has been. If you had to do it via a one-time quest that couldn't be repeated, sure you'd have a case. Granted the precedence (IE: cultivation) would be against you, but you'd still have a good case and reason to be upset. As is? It's entirely your error and you're claiming they're unfair for sticking to a policy they've always had. Yeah, it blows when stuff like that happens. I've wasted time and money crafting the wrong armors/weapons before... but it doesn't make it something they should be reimbursing when their policy is already against it AND there are more important things they should be dealing with.


... Key word in the last sentence being should because lately I've been seeing and hearing more and more about them brushing off stuff they shouldn't be brushing off and flat-out misdirecting people. >__>

Sevchenko - Dreamweaver

IshidaUryuu - Raging Tide wrote: »

OP come to Raging Tide and you will see infront of yourself the same sex marriages not people with different i's or L's in their name. But that is besides the point here the problem is why would they do something like that when they can't fix something this simple. Yes time is important but mistakes happen. As for the cultivation they came up with a solution for that by bringing out that stone, however a cultivation is actually a whole different story compared to just one simple skillbook, they dont need to change anything on any character. All they literally have to do is just delete the book from the character and then inject the demon skillbook, afterall its called customer support for a reason. Its to help players out if they make a mistake ingame depending on how much impact it can have on the game.

I have HEARD and SEEN people that have received +10 orbs from tickets after they closed the code, and this wasn't orbs that they kept in their mailbox, these were sent to their accounts via the ingame mail system when they complained on tickets. It just frustrates myself and im sure most of the players if they can't fix such a simple problem because afterall that is their job to keep their customers satisfied. PWI is a business and to have a successful business you need to help the customers out in the best way that you can as far as i can see PWI isn't doing this obviously.

Stop with this folly buddy. PWE never helped anyone with anything its not now that it will happen.
It is YOUR mistake, YOU have to deal with it, not them.

Next time pay more attention to what you're doing. I always pay 120% attention before doing anything evolving costs or time, like refining/manufactures/exchanges. Learn to do the same.

WannaBM - Archosaur

I accidentally made a sage book instead of demon book too. I realized i was a ****** and then went on farming. Never crossed my mind to send a ticket

There are so many things where we can make a misclick or mistype and im sure everyone has made some mistakes somewhere. If they help to fix the worst or even unfixable ones like NPCing R9 parts thats very nice of them.

Im all for complaining about PWI, but this isnt really something i'd expect of them.

Domethies - Raging Tide

I asked them for a new one of those vip crown things, the 90 day temp ones, cause ya know, barbs cant wear headfash. Was told because i had redeemed the code they couldnt make me another crown. It didnt even say that the crown wouldnt be account stashable but i was like eh w/e, and ini edited a crown onto my barbs head instead, now i have a perma crown b:victory

But still, its not like i wanted another charm, just the crown on an alt on the same account, to me it seemed like something that would take like 2 minutes to do but what can you do eh?

Jaabg - Sanctuary

YO Gm's, i misclicked and got r9 3rd cast by mistake. Can you please send 3k dollars to my bank account and take away my r9? Thanks, not trying to be mean, just saying you should be fair. There is no way to undo quests in pwi you know.

opkossy

Jaabg - Sanctuary wrote: »

YO Gm's, i misclicked and got r9 3rd cast by mistake. Can you please send 3k dollars to my bank account and take away my r9? Thanks, not trying to be mean, just saying you should be fair. There is no way to undo quests in pwi you know.

Get out ya troll. b:laugh

IshidaUryuu - Raging Tide

Still missing the point. I dont care whether i get the book back, im obviously not going to. However i know people that have sent a ticket after making the same mistake that i did and they received the blood back for the wrong book that they made.

I just want an answer from sparkie about this so called " We can't replace books bla bla bla " then they going on ahead and replacing other peoples books with the bloods that they used on getting the wrong skill book.

KrittyCat - Dreamweaver

IshidaUryuu - Raging Tide wrote: »

Still missing the point. I dont care whether i get the book back, im obviously not going to. However i know people that have sent a ticket after making the same mistake that i did and they received the blood back for the wrong book that they made.

I just want an answer from sparkie about this so called " We can't replace books bla bla bla " then they going on ahead and replacing other peoples books with the bloods that they used on getting the wrong skill book.

I don't know who you knew who got bloods from their own mistake, but I know at one point clicking one book actually purchased another one. If that was the occasion, then refunding the bloods was the only decision PWE could make.

As for other situations where it happened, either someone is trolling you, or they're just plain confused. It has never been, nor will it ever be, policy for PWE to replace something you lost due to your own choice. The only time they have ever refunded anything was due to a game glitch or an error in the way things are displayed.

foley3k

KrittyCat - Dreamweaver wrote: »

It has never been, nor will it ever be, policy for PWE to replace something you lost due to your own choice. The only time they have ever refunded anything was due to a game glitch or an error in the way things are displayed.

They have replaced peoples gear that they willingly sold to NPC.

trands

IshidaUryuu - Raging Tide wrote: »

I would like an answer from you sparkie since you are part of the PWI Staff and know exactly what is going on ( At least i hope you do ) because as far as i can see some GM's are favouring other players that they talk to and helping them out with such small issues and people who don't know any gms or anything just get replies from customer support like i have gotten in the message above.

IshidaUryuu - Raging Tide wrote: »

Still missing the point. I dont care whether i get the book back, im obviously not going to. However i know people that have sent a ticket after making the same mistake that i did and they received the blood back for the wrong book that they made.

I just want an answer from sparkie about this so called " We can't replace books bla bla bla " then they going on ahead and replacing other peoples books with the bloods that they used on getting the wrong skill book.

Duhh, ofc those things happen. Whether you want it or not, issues from players are dealt with according to the person. I know it's not politically correct, but that's how it works everywhere and it's completely normal. You do not treat a big customer with a once in a year polite reclamation the same way as some random small customer who commes yapping with insults and issues every month. Not intending you're the last, but just pointing out 2 extremes.

Ppl aren't equal on every aspect, so they won't be treated equally on every aspect. I really don't get why some make such a deal of it, act as if that doesn't exists or are scandalized about those things happening.

ghdfghdfgh

I think the OP has a point, there is great degree of inconsistency from PWE customer support.
I do know people who got items back after making a mistake, even items they could fairly easily have got again in-game. I myself had some items sent back to me when I did something silly by mistake.

But I know many other people in very similar situation who got the kind of response the OP got.

I don't think it has anything to do with being "friends" with a GM or the amount of ZEN you charge. I think it is random and depends on which support rep (probably in some office in India) that processes your ticket.

I even heard cases where simply resubmitting the ticket and asking again got different results.

The problem here is one of a lack of consistency, guidelines, process and rules for their support staff.

I do think it is a topic Sparkie could bring up with the support team.

HideYoHubby - Archosaur

Part of the response of the ticket were ludicrous. PWE has returned R9 gears, cube necks, shards and even given orbs to return refines for mistakes like forgetting to use orb/npcing the gear. Players arent being treated equally, it depends on which staff member you get for your issue and that shouldnt affect on what staff will return to you.

I have myself lost some gear in past due glitch on PWI side, I was in squad with alt, dropped some gear to instantly pick up. Sadly it glitched, couldnt pick till the protection timer was done and lost some of the gear. I wasnt returned anything and while I have never dropped gear like that since where anybody could pick it, I feel I was less responsible to what happened than ppl npcing their gear. I still feel for the veno who lost their R9 to npc because of mad ex-spouse and staff being unwilling to return clean set. She couldnt get R9 back on the toon she wanted as its one time only quest for gear. Thats the only time I heard where someone npcing R9 didnt get it back, usually staff provided the shards & refines too.

SylenThunder - Twilight Temple

HideYoHubby - Archosaur wrote: »

Part of the response of the ticket were ludicrous. PWE has returned R9 gears, cube necks, shards and even given orbs to return refines for mistakes like forgetting to use orb/npcing the gear. Players arent being treated equally, it depends on which staff member you get for your issue and that shouldnt affect on what staff will return to you.

I have to agree with this. I know people who have gotten R9 gear back and were told that they were sorry, but they couldn't get their shards and refines back, and people that were even compensated for missing those items.

I've also had a couple of good friends quit the game because their account was compromised, and even with a plethora of supporting evidence, absolutely nothing was done to replace the items or even provide the smallest amount of compensation.

Of course, you've also got to consider, the Support Team is basically 20-30 college interns supporting all 16-ish PWE titles.

Azura - Lost City

I consider myself an expert in getting back things that are very hard or impossible to get back in game. I thing there is a very strong factor which decides whether you get back your item or not: the amount of gold (not zen) you have expend in game.

The reason I think it all depends on the gold is because I have expend a lot of gold, but that gold was bought from AH. I have never bought zen for my veno's account, and yet the service has been good. Once I made a ticket from another account and I instantly felt as if they had shut the door on my face. However, I told them I was Azura, and things changed...On the other account I haven't bought much gold. My main account always feeds the minors.

If you have bought a complete r9 set, you should have decent changes of getting support. After that it depends on how polite one can be and probably the support representative that you get.
But the key to getting an item back is to be persistent and to convince them. Warning the support service, but in a subtle and polite way also works, but imo that should be the last resource to use after a lot of tickets going back and forth.

Edit: You may also need to make a few small lies

KrittyCat - Dreamweaver

foley3k wrote: »

They have replaced peoples gear that they willingly sold to NPC.

The only time I have ever heard of that happening is when it was R9 gear that shouldn't have just sold to an NPC. A window should have popped up, because the gear is bound. Also, the appearance of the gear should have been different from lower level items, which is another oversight by the developers. However, since neither of those conditions were met, PWE felt it was only fair to replace the gear.

That is why there is now a pop-up window if certain items are in the sell window.

nixop

PWI staff is random.

I would say something like packs....99.9% they wont do anything and 0.1% they will help

And ofc when they do help, everyone hears about it,same as someone getting scroll of tome or that red helm from few packs

Anyway gl

IshidaUryuu - Raging Tide

lmao i think thats true. However all i really asked for was the deletion of the skillbook for a demon version or 60 Primordial Bloods lmao. Thats the thing they will help "certain" people but not everyone. Im full R9RR the gear doesn't matter, from as far as i can see its how much sucky sucky you do lol b:chuckle

adamx01

lol GM,s saying they wont change ur skillbook??

i know of atleast 3 people that have crafted wrong and they have changed it..

Aubree - Dreamweaver

KrittyCat - Dreamweaver wrote: »

I don't know who you knew who got bloods from their own mistake, but I know at one point clicking one book actually purchased another one. If that was the occasion, then refunding the bloods was the only decision PWE could make.

As for other situations where it happened, either someone is trolling you, or they're just plain confused. It has never been, nor will it ever be, policy for PWE to replace something you lost due to your own choice. The only time they have ever refunded anything was due to a game glitch or an error in the way things are displayed.

Total lies you tell. I know for fact some GM's will replace a "players mistake". I know some people who JoSD their event hats and boots etc 3 + years ago, who then sent a ticket saying they put them in the wrong item, ie not their current r9r3. They got their JoSD in the next maintenance when the items were destroyed.

I won't give names because these are friends of mine. It did happen. Then a month after items were replaced someone came to forum complaining about this kind of things happening on other servers as well. We get the same group of people here saying "Blah blah never happens!!!" Either you are covering your own *** or you are out of the loop.

SylenThunder - Twilight Temple

adamx01 wrote: »

lol GM,s saying they wont change ur skillbook??

i know of atleast 3 people that have crafted wrong and they have changed it..

I currently know three people who recently ran into this issue.

First got his changed out at the follwing maintenance. They just edited his characters xml data sheet to change the ID code for the book to the correct version he needed.

Two others had same issue, reported it, and were told they were screwed and had to re-farm. One of them rejected that response and it got escalated to second level, where they basically said they don't have any spare books laying around and that she would have to re-farm.
Seriously? No spare books? It's fracking code!

Someone needs to start kicking some *** in the support department.

Soooooooos - Sanctuary

SylenThunder - Sanctuary wrote: »

I currently know three people who recently ran into this issue.

First got his changed out at the follwing maintenance. They just edited his characters xml data sheet to change the ID code for the book to the correct version he needed.

Two others had same issue, reported it, and were told they were screwed and had to re-farm. One of them rejected that response and it got escalated to second level, where they basically said they don't have any spare books laying around and that she would have to re-farm.
Seriously? No spare books? It's fracking code!

Someone needs to start kicking some *** in the support department.

Dude they replace for a wiz who got scammed all his gears tome and orbs and DOD's and that person even sold the Orbs coz he used tisha's to refine it back

and yes Sir i got my skill book replaced by the next maintenance:)

SylenThunder - Twilight Temple

Soooooooos - Sanctuary wrote: »

Dude they replace for a wiz who got scammed all his gears tome and orbs and DOD's and that person even sold the Orbs coz he used tisha's to refine it back

and yes Sir i got my skill book replaced by the next maintenance:)

Or, I have a friend to got his account stolen because he had a simple password, and his security was in a complex username. When Core came out, his ID was visible to everyone. SOmeone guessed his password, logged in and took all his gear.

Even with loads of supporting evidence, before and after screenshots, and screenshots of the offender catshopping the items, they just said, "Oh you're screwed"


The issue is that there is absolutely no consistency in how they respond. I think I mentioned that in an earlier post in this thread. (Edit: Yep, sure did. Post 17.)

SylenThunder - Twilight Temple

SylenThunder - Sanctuary wrote: »

I currently know three people who recently ran into this issue.

First got his changed out at the follwing maintenance. They just edited his characters xml data sheet to change the ID code for the book to the correct version he needed.

Two others had same issue, reported it, and were told they were screwed and had to re-farm. One of them rejected that response and it got escalated to second level, where they basically said they don't have any spare books laying around and that she would have to re-farm.
Seriously? No spare books? It's fracking code!

Someone needs to start kicking some *** in the support department.

Ok, I just want to add to this. My BM friend sent in the ticket recently, they took care of it and switched his book in this inventory at the next maintenance.

My Sin friend sent in a ticket, and after even further discussion, there's one of the stupidest responses I have ever seen for a digital game.

-ticket removed-

Seriously? Are they smoking crack?
Oh wait, HQ is in California...
Seriously though... "we do not have all of the skill books or materials available for recovery"
Give me 20 minutes and I can tell you what item code needs to be changed, what it needs to be changed to and where to find the data. Give me access to the server, and I can perform the fix in about 3 minutes, and guess what.... IT DOESN'T COST ANYTHING! It's not like they only have 3 of these books sitting on a shelf in the office, or they have to wait for a shipment from the printer in Beijing.

Ahira - Lost City

I think alot might be down to individual support staff's level of expertise. I npc quite a few primal bloods by mistake one time and I was told it just wasn't possible to replace them. Perhaps it would be a good idea to change the npc window for primal skill books and split demon and sage into different tabs.

Xainou - Sanctuary

Ahira - Lost City wrote: »

Perhaps it would be a good idea to change the npc window for primal skill books and split demon and sage into different tabs.

Or simply only give you the option that applies to you. The other culti side is of no use to you anyway.

dejiavu

The skill books in Primal are poorly marked as to which is Demon or Sage. Most all of those skills say they are Demon/Sage on the bottom whereas those in Primal do not. Just a tiny icon with dot filled in or not filled in. I too got the wrong book and sent in a ticket months ago. Today I got my blood ink back. It was not that PWI customer service was that far behind--it was that my last ticket for something else finally landed with a GM who met me in game and ended up resolving several things for me. I am keeping my fingers crossed that PWI customer service is changing for the better.

dejiavu

Wanted to add that I believe the skill book forge in Primal World will be fixed very soon. The Passive skills are not marked as to what level they go to--which in case others do not know is level 7, 7 and 6. I was not smart enough to know to count the number of realms listed on each to know and assumed the skill would top out at level 10 as our other skills do. The GM's send in a ticket to the Tech team who can replace the Primal Blood Ink during maintenance. So those that did not get past tickets resolved, send in another one. I had 3 tickets that went unresolved until today. One for the wrong skill book and one for a passive skill and that last due to my assuming that they all leveled out at level 7 (wrong again) another for a passive skill. My last ticket started out "I am furious"!!! But although it was not a month of work it was 20 days and 40 inks. So send another ticket in.