Looking to speak to a competent GM or higher.

zuiba
zuiba Posts: 22 Arc User
in General Discussion
I did not want to post on forums but I have run out of ways to get help. A GM who I was in dialogue with about my other account refuses to and continues to ignore my request for dialogue. The account was banned without proper justification from this GM, citing only vague information. This GM keeps responding with copy/paste answers. Please, can someone direct me to a GM or higher who I can have a proper conversation with. I have never had such bad experience until I was unlucky enough to get this GM who refuses to actually do the work to investigate. I am at a point where I am ready to just leave this game, not because I do not enjoy it, but because the treatment I have received from this GM is hell compared to previous GMs who have helped me before. All I want is a proper conversation to hash out the details and for me to be able to make my case. If at the end they still wanna keep it banned then so be it but all I am asking for is for a GM or higher to speak with me and not provide scripted, copy and paste answers. I want to talk to a HUMAN BEING.

Comments

  • amymimi
    amymimi Posts: 1 Arc User
    no legit reason and copy paste ........this is bs.....should at least provide a concrete enough of a reason to wexplain y is banned not repeating whats been said
  • eirghan
    eirghan Posts: 1,912 Arc User
    edited November 2016
    Yeah... Its a crapshoot what you get for support.... Honestly if you can manage it, camp the support page and I would suggest waiting for chat support to be on live and talk to someone that way. I seem to get more competent support that direction (at least they dont seem to copy paste as much)

    Other than that if you find the way to speak to someone who talks like a human being and reads your requests let me know. I know a few people who are wondering the same.    ​​

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  • ninjakitchenrulr
    ninjakitchenrulr Posts: 70 Arc User
    edited November 2016
    Try live support. I got a lot accomplished through that method. You can get to it through Arc.
  • zuiba
    zuiba Posts: 22 Arc User
    edited November 2016
    eirghan wrote: »
    Yeah... Its a crapshoot what you get for support.... Honestly if you can manage it, camp the support page and I would suggest waiting for chat support to be on live and talk to someone that way. I seem to get more competent support that direction (at least they dont seem to copy paste as much)

    Other than that if you find the way to speak to someone who talks like a human being and reads your requests let me know. I know a few people who are wondering the same.    ​​

    I may try that but since I usually am at work during their work hours, it may not be as productive especially if I have to provide evidence which I have saved on my personal computer. What really frustrates me is the GM I was talking to said they were going to escalate to a supervisor, yet they were the only one responding to my emails this whole time. I don't know if they know but I can see who sends the response to me. It seems like they want to be the judge and jury or in this case, they want to be the GM and the Supervisor. I work in a similar setting where tickets are handled and you never escalate a ticket to yourself...that makes no sense. But that's what this GM did.
  • zuiba
    zuiba Posts: 22 Arc User
    I was going to do a live chat...and when I got to the support page, I saw the red text indicating that they do not provide Live Chat support for Account Inquiries relating to Bans...so much for that...I can already see their response, "I'm sorry we do not provide support relating to account bans via live chat. Please submit a ticket. Thank you!" This is very frustrating to me as I have never really had issues until this specific GM got involved. Never have I had someone so robotic and lacking in emotion provide me such terrible service.
  • heerohex#3018
    heerohex#3018 Posts: 4,887 Community Moderator
    E-Mail Customer Support.

    customerservice@perfectworld.com

    You cant say what it was that caused in on here so thats kinda a no information starter.

    Ill give you a tip tho when speaking to them remember Please and Thank You.

    Thanks.​​
    - Support Ticket - ARC Forums - PW Wiki -

    - Support Contact -

  • zuiba
    zuiba Posts: 22 Arc User
    heero200 wrote: »
    E-Mail Customer Support.

    customerservice@perfectworld.com

    You cant say what it was that caused in on here so thats kinda a no information starter.

    Ill give you a tip tho when speaking to them remember Please and Thank You.

    Thanks.​​

    I appreciate the tip but I wouldn't be on here if that actually worked. I have never once shown disrespect or rudeness to any PWI staff and have always treated them like I would want to be treated, like a human being with emotions. As I previously mentioned, I work in a similar environment so I understand how the staff feels when they get talked to in a bad manner and so I wouldn't dream of doing that to them. As such, I hope you weren't assuming that I someone disrespected the GM and thus caused them to ignore me. Every time I put a ticket in, the ticket I send always goes to this same GM who then proceeds to respond with the same copy/paste response he sent me in the original ticket. I am literally BEGGING to speak with someone else but this GM always ends up getting my ticket and I always get the same response.
  • heerohex#3018
    heerohex#3018 Posts: 4,887 Community Moderator
    edited November 2016
    zuiba wrote: »
    heero200 wrote: »
    E-Mail Customer Support.

    customerservice@perfectworld.com

    You cant say what it was that caused in on here so thats kinda a no information starter.

    Ill give you a tip tho when speaking to them remember Please and Thank You.

    Thanks.

    I appreciate the tip but I wouldn't be on here if that actually worked. I have never once shown disrespect or rudeness to any PWI staff and have always treated them like I would want to be treated, like a human being with emotions. As I previously mentioned, I work in a similar environment so I understand how the staff feels when they get talked to in a bad manner and so I wouldn't dream of doing that to them. As such, I hope you weren't assuming that I someone disrespected the GM and thus caused them to ignore me. Every time I put a ticket in, the ticket I send always goes to this same GM who then proceeds to respond with the same copy/paste response he sent me in the original ticket. I am literally BEGGING to speak with someone else but this GM always ends up getting my ticket and I always get the same response.

    No its a general tip I give to everyone.

    E-Mail them just requesting more information on your account and the reason if possible. **Use same E-mail for that account or you wont get anything. Just keep in mind that Misconduct if the term is used can handle a wide variety of things if that word is used. I again alwayz say to people that its worth saying "it wont happen again" and making sure it does not. I have herd of this once as well where the ban has been reduced.

    The final comes down to what they say tho. T&C in they have the rights on this one.

    Sorry thats all anyone can really say on here unless Domino / Oranji comes in. They MAY be able to help more if you can speak to one of them. Tho E-Mail is best I would like to think at this point.

    Cant really help you much else I am afraid.

    Thanks.​​
    - Support Ticket - ARC Forums - PW Wiki -

    - Support Contact -

  • zuiba
    zuiba Posts: 22 Arc User
    heero200 wrote: »
    zuiba wrote: »
    heero200 wrote: »
    E-Mail Customer Support.

    customerservice@perfectworld.com

    You cant say what it was that caused in on here so thats kinda a no information starter.

    Ill give you a tip tho when speaking to them remember Please and Thank You.

    Thanks.

    I appreciate the tip but I wouldn't be on here if that actually worked. I have never once shown disrespect or rudeness to any PWI staff and have always treated them like I would want to be treated, like a human being with emotions. As I previously mentioned, I work in a similar environment so I understand how the staff feels when they get talked to in a bad manner and so I wouldn't dream of doing that to them. As such, I hope you weren't assuming that I someone disrespected the GM and thus caused them to ignore me. Every time I put a ticket in, the ticket I send always goes to this same GM who then proceeds to respond with the same copy/paste response he sent me in the original ticket. I am literally BEGGING to speak with someone else but this GM always ends up getting my ticket and I always get the same response.

    No its a general tip I give to everyone.

    E-Mail them just requesting more information on your account and the reason if possible. **Use same E-mail for that account or you wont get anything. Just keep in mind that Misconduct if the term is used can handle a wide variety of things if that word is used. I again alwayz say to people that its worth saying "it wont happen again" and making sure it does not. I have herd of this once as well where the ban has been reduced.

    The final comes down to what they say tho. T&C in they have the rights on this one.

    Sorry thats all anyone can really say on here unless Domino / Oranji comes in. They MAY be able to help more if you can speak to one of them. Tho E-Mail is best I would like to think at this point.

    Cant really help you much else I am afraid.

    Thanks.​​

    All good, thank you for your suggestion~
  • eirghan
    eirghan Posts: 1,912 Arc User
    edited November 2016
    I personally would still give live chat a go tbh. Tell the person you speak to that you understand they dont handle bans on live chat and you will respect that but you need help getting a different support staff or supervisor to look at your case because the support person you are dealing with escalated the issue to himself.

    Worth a shot anyway...

    Tbh that is one of the major things wrong with pwi in general. Your only option is whatever support person you get. There is no way to get another person or escalate higher that im aware of, though ive heard rumors that some people have their phone number and get better help that way.... I suspect they only have one support staff on email at a time, it seems its usually navi, (or was), sailor mu seems to manage special cases under events and orinj, bearclaw seems to do a lot of in server cases , and ive had a few different ones in live chat. But who knows maybe they even switch out people and use the same pen name.

    If you can get orinjs help seems he's the only one who makes stuff happen.... But... Good luck i havent seen him. ;__;

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  • seekingforever
    seekingforever Posts: 1 Arc User
    I know ppl that have had stuff accomplished by physically calling them, i dont have the number anymore but im sure you can find it.
  • zuiba
    zuiba Posts: 22 Arc User
    I put in a BBB complaint. I don't know if that will help. If nothing else, I'll simply say goodbye to all my friends and move on. If I continue playing, I'll be tempted to continue spending on this game(I love this game very much). However, it doesn't feel right to me to be supporting this game with my hard earned money when I am being treated like this.
  • sensualsoul
    sensualsoul Posts: 282 Arc User
    edited November 2016
    IF you read the ToS they don't really need to give you a reason to ban you. Yeah read it and that's pretty much what it says. And if they send you are "copy and past" answer you are out of luck, the've written you off. If in their eyes you broke a rule in their ToS, which can be interpreted in anyway that any give GM feels like it and then inforced if they want or not, well then you ban will stick.
    In other words, you might have been in your mind doing nothing wrong and still, in one of the GMs minds , broken a gold rule that got you banned.
    Example. Game glich on an item. People exploit a glitch to unbind an item. That item then is sold by a lot of people. YOU might not know it's a glitch and buy items from someone and then place them in a catshop. The GMs do nothing for months then someone gets in a mood perhaps and does a ticket and all of the sudden you are banned for 3 days. You explain that you didn't know and had not glitched said item but had bought them from another play to resell. That many people where selling this items so you thought it was okay to do so as well. They do nothing about it and your ban sticks. You would think they would fix what really is their mess up but instead punish players, even ones that didn't know the items had been glitched. If the item can be unbound, which I though was not possible then they in some way must of allowed it. And instead of owning up to it being their mistake they ban people.
    So you see, it's really up to them to enforce their ToS and even how or if they do.
    I remember when they gave out +10 orbs, lots of people glitched that item and NO one was banned. I was one of the honest ones and did not glitch it (didn't even know how it was done) but the ones that did got to keep all the +10 orbs and didn't even get a short term ban. GMs let those people benifit from their mess up that time. How fair is that?

    Part of they copy and past message to my freind.
    " Please follow the guidelines and the policies outlined in the Terms of Service. This was created to protect your account and to ensure that the game remains fair and fun for the entire community. "



    Of course as I said that only applies to some of the people some of the time.
    Good luck!
  • zuiba
    zuiba Posts: 22 Arc User
    sensualsoul wrote: »
    IF you read the ToS they don't really need to give you a reason to ban you. Yeah read it and that's pretty much what it says. And if they send you are "copy and past" answer you are out of luck, the've written you off. If in their eyes you broke a rule in their ToS, which can be interpreted in anyway that any give GM feels like it and then inforced if they want or not, well then you ban will stick.
    In other words, you might have been in your mind doing nothing wrong and still, in one of the GMs minds, ofbroken a gold rule that got you banned.
    Example. Game glich on an item. People exploit a glitch to unbind an item. That item then is sold by a lot of people. YOU might not know it's a glitch and buy items from someon and then place them in a catshop. The GMs do nothing for months then someone get in a mood perhaps and does a ticket and all of the sudden you are banned for 3 days. You explain that you didn't know and had not glitched said item but had bought them from another play to resell. They do nothing about it your ban sticks. You would think they would fix what really is their mess up but instead punish players, even ones that didn't know the items had been glitched. If the item can be unbound, which I though was not possible then they in some way must of allowed it. And instead of owning up to it being there mistake they ban people.
    So you see, it's really up to them to enforce their ToS and even how or if they do.
    I remember when they gave out +10 orbs, lots of people glitched that item and NO one was banned. I was one of the honest ones and did not glitch it but the ones that did got to keep all the +10 orbs and didn't even get a short term ban. GMs let those people benifit from their mess up that time. How fair is that?

    Part of they copy and past message to my freind.
    " Please follow the guidelines and the policies outlined in the Terms of Service. This was created to protect your account and to ensure that the game remains fair and fun for the entire community. "

    Of course as I said that only applies to some of the people some of the time.
    Good luck!

    Thank you for the input. I do agree with you. But as a person and as a human being, I am used to being treated like one. This is why I cannot let this go. As I mentioned before, all I was asking was to be heard. Even if their minds could not be changed, they at least owe it to me(not as a company but as a fellow human beings) to let me say what I have to say. They never gave me that chance. That is the real issue I am having. However, at this point in time, everyday that passes where I do not log on to the game, it becomes easier to let go. I think ultimately, it might be best to just separate ways with this game and this company. I have given them quite a lot of my time, money, and effort and perhaps I should start giving those things to my personal and professional development. :)
  • eirghan
    eirghan Posts: 1,912 Arc User
    edited November 2016
    The bbb complaints are handled by the same gms that handle support tickets. It really is sad. I dont know what its about or if you deserve your ban or not but even if you did we as customers deserve the right to customer service even at the end... and that rarely and infrequently exists in pwi.

    Im sorry for your loss i hope @orinj will be willing to look into it for you. But if not its their loss not yours. They already have lost so many of their supporters.

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  • zuiba
    zuiba Posts: 22 Arc User
    eirghan wrote: »
    The bbb complaints are handled by the same gms that handle support tickets. It really is sad. I dont know what its about or if you deserve your ban or not but even if you did we as customers deserve the right to customer service even at the end... and that rarely and infrequently exists in pwi.

    Im sorry for your loss i hope @orinj will be willing to look into it for you. But if not its their loss not yours. They already have lost so many of their supporters.

    Handled by the same GMs? Well, I guess that BBB complaint is pointless if that's the case. I do agree it's their loss whenever they lose a customer. However, it is my loss too because I truly do love this game and want to continue playing it. However, I feel it would be disrespecting myself if I continued to play and support this game when they wouldn't even do right by me.

    This is the second MMO I have ever played and so I am a bit more "stuck" to it than most players because I don't usually play other MMOs(at the same time) after I find one I like. I have been playing this game and nothing else; it's very hard to pull away.

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