Announcement : Bonus ZEN ended early - Fixed!

13

Comments

  • ianlee
    ianlee Posts: 2 Arc User
    edited August 2009
    paypal definatly needs to be contacted because pwi is showing as a suspicious charge . the verification implemented has taken care of that now but if u charged before they added it u really need to contact paypal
  • AdvanceZero - Heavens Tear
    AdvanceZero - Heavens Tear Posts: 1,413 Arc User
    edited August 2009
    Actually I charged twice using pay pal this weekend without a problem.

    Now the first time I used pay pal it was flagged for suspicious charge. (This was months ago.) And it was on PW's end not paypals.

    I suggest doing what I did. Put in a ticket. And wait for it to get rectified.
    Retired

    [SIGPIC][/SIGPIC]
  • BratFury - Heavens Tear
    BratFury - Heavens Tear Posts: 1,293 Arc User
    edited August 2009
    Ok, After talking with someone on live chat this is what I've figured out.

    Apparently paypal implemented a new payment review process for those who have accounts. Within the last week. If you now use their services there is a brief hold put on it for the first time. This is ONLY if you login to make your payments. Which is what my mom does.

    However; I use paypal and even though I have an account I never login. I just charged zen for the first time in about 2 weeks and it was immediate. I had no issue with it at all.

    Hopefully this helps someone else.
    [SIGPIC][/SIGPIC]
  • aryannamage
    aryannamage Posts: 0 Arc User
    edited August 2009
    BratFury - Heavens Tear wrote: »
    Ok, After talking with someone on live chat this is what I've figured out.

    Apparently paypal implemented a new payment review process for those who have accounts. Within the last week. If you now use their services there is a brief hold put on it for the first time. This is ONLY if you login to make your payments. Which is what my mom does.

    However; I use paypal and even though I have an account I never login. I just charged zen for the first time in about 2 weeks and it was immediate. I had no issue with it at all.

    Hopefully this helps someone else.

    I don't have an account with them and after 24 hours still haven't got my zen either >_< Trying to contact them now.
    [SIGPIC][/SIGPIC]
  • BratFury - Heavens Tear
    BratFury - Heavens Tear Posts: 1,293 Arc User
    edited August 2009
    aryannamage wrote: »
    I don't have an account with them and after 24 hours still haven't got my zen either >_< Trying to contact them now.

    Wow. Well my mom finally got hers. But only after the GM in live chat pointed out that she hadn't checked her wallet to see if it was there. She just expected it to show up in game for some reason LOL.

    Have you checked to see if its shown up there? If not :( Hopefully you get it soon.
    [SIGPIC][/SIGPIC]
  • Wizzeled - Sanctuary
    Wizzeled - Sanctuary Posts: 747 Arc User
    edited August 2009
    Yeah finally got my gold, Oh noez! Guess what the charms are gone. Q_Q

    *insert long winded flaming, bigatory, grammar fail infested rant here*
  • MsVixxxen - Heavens Tear
    MsVixxxen - Heavens Tear Posts: 22 Arc User
    edited August 2009
    I went to buy gold yesterday morning when this problem happened. I saw it wasn't giving the bonus when it should have been and saw this thread had been started.

    I had to leave for work and go out, etc etc.. Of course by the time I get back its after midnight, I find it has been fixed but has already ended now.

    I opened a ticket, I suspect they will not help in my situation since I never actually bought it. But we'll see. Customer service has always been good to me in the past.
    [SIGPIC][/SIGPIC]
  • aryannamage
    aryannamage Posts: 0 Arc User
    edited August 2009
    Yes got mine as well now wasn't PWE at all. Paypal b:angry The moment I got an E-mail from them again to say slight delay they gave my money free and I got the zen.
    [SIGPIC][/SIGPIC]
  • Solandri - Heavens Tear
    Solandri - Heavens Tear Posts: 2,843 Arc User
    edited August 2009
    eatwithspoons wrote: »
    Yes, the bonus ZEN ended early, but everyone who did not receive their bonus ZEN will have it given to them. This may take a while so please sit tight and be patient with the knowledge that the main issue has been resolved and now we're just playing catch up.
    You guys are probably already doing this, but just in case you aren't: Someone at PWI should point out to management that the manpower necessary to check and verify that the event expiration clock/timer on the servers is operating correctly is <<<< than the manpower necessary to sift through all weekend's Zen sales and manually credit an extra 15% to those accounts which bought after the bonus ended prematurely.

    The previous instance of this error only impacted players. But this time it's impacting your labor resources as well.
  • eatwithspoons
    eatwithspoons Posts: 54 Arc User
    edited August 2009
    Solandri - Heavens Tear wrote: »
    You guys are probably already doing this, but just in case you aren't: Someone at PWI should point out to management that the manpower necessary to check and verify that the event expiration clock/timer on the servers is operating correctly is <<<< than the manpower necessary to sift through all weekend's Zen sales and manually credit an extra 15% to those accounts which bought after the bonus ended prematurely.

    The previous instance of this error only impacted players. But this time it's impacting your labor resources as well.
    We're learning from this experience but we definitely agree b:victory and are already aware. What's done is done so for now we just have to work with the situation. We don't mind doing a little cleanup every now and then, but we'll be triple checking sales durations from now on.
    boisignature.png
    Click here to send a ticket to Customer Support * tumblr
    * twitter.com/battleimmortals * FB * BoI MySpace * Blog
  • mdot
    mdot Posts: 7 Arc User
    edited August 2009
    nice to see everybodyelse is getting their problems solved but they have not even responded yet to the problem with how they banned my brothers acount for buying with pay pal and i know it happened way before any of the others that posted in this b:angry
  • eatwithspoons
    eatwithspoons Posts: 54 Arc User
    edited August 2009
    mdot wrote: »
    nice to see everybodyelse is getting their problems solved but they have not even responded yet to the problem with how they banned my brothers acount for buying with pay pal and i know it happened way before any of the others that posted in this b:angry

    Posting here won't help. Private matters must be dealt with through the ticketing system. Please be patient as our GM team deals with a lot of tickets every day.
    boisignature.png
    Click here to send a ticket to Customer Support * tumblr
    * twitter.com/battleimmortals * FB * BoI MySpace * Blog
  • angellicdeity
    angellicdeity Posts: 641 Arc User
    edited August 2009
    eatwithspoons wrote: »
    Posting here won't help. Private matters must be dealt with through the ticketing system. Please be patient as our GM team deals with a lot of tickets every day.

    I havent gotten a response either. Its going on day 3 now, in about 1 or 2 hours it will have been a total of 72 hours since I submitted the ticket. Honestly, you'd expect a certain deal of professionalism when it comes to dealing with transactions and offer(s) advertised yet not provided.


    After this whole ordeal, I dont care much for buying Zen anymore. If anything its shown that buying Zen is filled with too many problems that I rather wouldn't want to deal with.
  • mdot
    mdot Posts: 7 Arc User
    edited August 2009
    I think these earlier post say it all as to the quality of customer service with this company. at least u still have a account. My bro does not and he is out 200.00
    LOL wow man...

    You've never seen the same game being hosted in diferent countries by different companies?

    And for the record cubizone has VERY bad customer support.

    Hi all!
    After traveling for a few months and moving I went to log into PW MY and my password didn't work.
    I did pw retrieval at Cubizone and it was down...it said to contact customer support so I did.


    4 MONTHS and I still cannot get into my account or Perfect World.
    I sent over 30, all including the information they require (ie. name, email, server etc)
    and all the scant replies I got back was them asking me for the info I always include in the email I originally sent...even if the last email was in response to the request.
    Giving the same info over and over and over again.
    Finally they just said they couldn't help because they needed my "passport".
    When I asked what a passport was I got an email requesting my info again.

    I was told that the only way to get any help was to submit 10 photocopies of my last item mall money purchases in the lat 3 months.
    HELLO?!I haven't been able to log in for this long. Who they hell do they think they are?

    The last response I got wasn't one asking for my info again...it one was telling me my IP was banned. Nice, huh? I guess thy got my money so that's all that matters.

    PW MY was hands down the worst I have ever encountered in my entire life.

    Just wanted to pipe in and warn!
  • Aquilonian - Dreamweaver
    Aquilonian - Dreamweaver Posts: 244 Arc User
    edited August 2009
    whoa this is bad
    "Let's all be reasonable here. PWI hasn't fully kept their word about anything since the "Permanent" Charm Packs. This is just another example. We should be used to it by now." -Isala
  • aryannamage
    aryannamage Posts: 0 Arc User
    edited August 2009
    PWE and PW MY are two different things. Has nothing to do with this company.
    [SIGPIC][/SIGPIC]
  • jamesstall
    jamesstall Posts: 36 Arc User
    edited August 2009
    You do realize until all problems are solved there will be a large number of users with valid complaints posting here. Try to have a little understanding of what these people (Your Customers) are going through instead of trying to candy coat the situation. It is obvious by the posts in this thread that many users are not receiving any kind of customer service response whatsoever. After reading this thread yesterday I decided to give calling the 1 888 customer service number a go and in 5 calls not one was answered. If email support is the same as phone service the people posting here(again your customers. the ones that pay your salary.) have every right to voice their frustration with no other outlet available on this site. If you did not receive you pay slip for the week would you not follow up until you received a response? Why not Instead of trying to persuade the masses that everything is perfectly fine do something about the complaints and make it that way.
  • Drazo - Dreamweaver
    Drazo - Dreamweaver Posts: 2,187 Arc User
    edited August 2009
    As Spoons has said, "please be patient as our GM team deals with a lot of tickets every day."

    Right now and over the last couple of days the demand for support has increased as there are, as you have said, lots of customers and complaints to tend to. It was a mild and brief 'hiccup', but caused a surge of disgrunted customers, who are all getting more disgrunted for every minute they wait.

    The good thing is they (PWE) are learning from their mistakes and trying their best to deal with the situation (the backlog of support request et all) while informing us in this thread that they're aware of the problem, have/are learnt/learning and asking all we do is have a little more patience while they catch up. b:victory
    Non-mule characters:

    [SIGPIC][/SIGPIC]....and Drazomyst.
  • TheGoliath - Heavens Tear
    TheGoliath - Heavens Tear Posts: 1,667 Arc User
    edited August 2009
    hire me <_< I shall take care of the QQ tickets
    [SIGPIC][/SIGPIC]
  • jamesstall
    jamesstall Posts: 36 Arc User
    edited August 2009
    Drazo - Dreamweaver wrote: »
    As Spoons has said, "please be patient as our GM team deals with a lot of tickets every day."

    Right now and over the last couple of days the demand for support has increased as there are, as you have said, lots of customers and complaints to tend to. It was a mild and brief 'hiccup', but caused a surge of disgrunted customers, who are all getting more disgrunted for every minute they wait.

    The good thing is they (PWE) are learning from their mistakes and trying their best to deal with the situation (the backlog of support request et all) while informing us in this thread that they're aware of the problem, have/are learnt/learning and asking all we do is have a little more patience while they catch up. b:victory

    mild and brief? and also preventable. there comes a time where patience is no longer a option but accountability is. With out their users they (pwe) are nothing. In the words of a wise green muppet "do or do not there is no try"
  • angellicdeity
    angellicdeity Posts: 641 Arc User
    edited August 2009
    Drazo - Dreamweaver wrote: »
    As Spoons has said, "please be patient as our GM team deals with a lot of tickets every day."

    Right now and over the last couple of days the demand for support has increased as there are, as you have said, lots of customers and complaints to tend to. It was a mild and brief 'hiccup', but caused a surge of disgrunted customers, who are all getting more disgrunted for every minute they wait.

    The good thing is they (PWE) are learning from their mistakes and trying their best to deal with the situation (the backlog of support request et all) while informing us in this thread that they're aware of the problem, have/are learnt/learning and asking all we do is have a little more patience while they catch up. b:victory

    Patience is running thin.

    No response from a ticket.

    3 days old - 2 full business days.

    Not even an auto-response to give an update on how close the ticket is to being looked at.


    Overall, horrible. It seems like once they have your money they just ignore you and treat you like ****.
  • eatwithspoons
    eatwithspoons Posts: 54 Arc User
    edited August 2009
    angellicdeity wrote: »
    Patience is running thin.

    No response from a ticket.

    3 days old - 2 full business days.

    Not even an auto-response to give an update on how close the ticket is to being looked at.


    Overall, horrible. It seems like once they have your money they just ignore you and treat you like ****.

    Everyone thinks that their specific issue is the highest priority, we know that, and there's nothing we can do to stop it so we answer e-mails in the order that they are received. Consider that we have thousands of users and we receive lots of e-mails. Please understand that average response time is from 3-5 days, so this is well within the realm of reason. Therefore please do not become angry or start flaming because we didn't respond in what you consider to be an adequate amount of time, three to five days means exactly that. Unless it's been longer than that there is no reason to start disrespecting our customer support team.
    boisignature.png
    Click here to send a ticket to Customer Support * tumblr
    * twitter.com/battleimmortals * FB * BoI MySpace * Blog
  • angellicdeity
    angellicdeity Posts: 641 Arc User
    edited August 2009
    eatwithspoons wrote: »
    Everyone thinks that their specific issue is the highest priority, we know that, and there's nothing we can do to stop it so we answer e-mails in the order that they are received. Consider that we have thousands of users and we receive lots of e-mails. Please understand that average response time is from 3-5 days, so this is well within the realm of reason. Therefore please do not become angry or start flaming because we didn't respond in what you consider to be an adequate amount of time, three to five days means exactly that. Unless it's been longer than that there is no reason to start disrespecting our customer support team.

    You see, thats just why I'm frustrated with you guys.


    If you submit a ticket at any OTHER customer support service they have an auto-reply saying that responses are typically given within a certain period of time. For instance, if you email Amazon or Paypal you get a swift response saying that a customer service representative should be replying within 1 or 2 business days.



    You guys sent nothing. The only response I get are on the forums.


    You would be amazed at how calming a small email saying "we got your ticket! we'll be getting right to it a.s.a.p." really is.
  • eatwithspoons
    eatwithspoons Posts: 54 Arc User
    edited August 2009
    Well you should have received an auto response to confirm that we received your mail. Can I ask which mail provider you use? By any chance is it yahoo?
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    Click here to send a ticket to Customer Support * tumblr
    * twitter.com/battleimmortals * FB * BoI MySpace * Blog
  • Konariraiden - Heavens Tear
    Konariraiden - Heavens Tear Posts: 6,505 Arc User
    edited August 2009
    angellicdeity wrote: »
    You see, thats just why I'm frustrated with you guys.


    If you submit a ticket at any OTHER customer support service they have an auto-reply saying that responses are typically given within a certain period of time. For instance, if you email Amazon or Paypal you get a swift response saying that a customer service representative should be replying within 1 or 2 business days.



    You guys sent nothing. And I'm pretty darn sure that paypal receives a greater number of tickets than you guys do.

    This is why I hate working in customer support...
    [SIGPIC][/SIGPIC]

    Yeah, it's me. Don't read to much into it, though; I'm only here for myself now, killin' time and chillin' when need-be. So sue me. Tch...
  • angellicdeity
    angellicdeity Posts: 641 Arc User
    edited August 2009
    eatwithspoons wrote: »
    Well you should have received an auto response to confirm that we received your mail. Can I ask which mail provider you use? By any chance is it yahoo?

    Microsofts live mail.

    I've checked my junk folders and nothing is in there.
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited August 2009
    angellicdeity wrote: »
    Microsofts live mail.

    I've checked my junk folders and nothing is in there.

    We have your ticket and it will get a response in the order it was received. In regards to the bonus ZEN on Sunday, we are currently fixing that exact issue. Please be patient as we have A LOT of emails because of that issue so please just wait for your turn, you will be helped.

    P.S. We are extremely busy people and some of us take offense to your accusations that we do not care about our customers. We most certainly do care and we have to help everyone just as equally.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • Deceptistar - Sanctuary
    Deceptistar - Sanctuary Posts: 10,454 Arc User
    edited August 2009
    I think the average could be 2-4 days for a reply
    This is for me personally tho.

    For the tickets that i put detail and SS's into, usually comeback with a hefty response too so not worried too much. Not just the "ok we looking into it, buh bye"
    [SIGPIC][/SIGPIC]lagunal8.deviantart.com
    ★"New weekly quests! "Discover the bug in the patch""-Nihillae★"My father would beat me if he found out I was QQing over a virtual pony."-Neurosis★"You're amongst the biggest blobs of fail I've ever seen in my life."-Ninnuam★"A statistic said 3% people of the world get enjoyment primarily from making people upset, and you are trying to discriminate them"-ilystah★["How To Tank Rebirth Order Delta (86+)"-Stickygreen Barb (1)restat. you want full magic, Arcane armour build (2)when mobs come /faceroll on your keyboard and you will one shot all the mobs (3)rinse and repeat]★"I've been spammed with 3 poops for 2 hours."-ColdSteele★"If someone fights learning, I don't bother with them outside of amusement factor."-Telarith★"This thread is a joke right? Please say yes."-eatwithspoons★ "This is why you don't post your opinions on the internet, most of the replies you get will be from people who missed a hug or two sometime in their youth."-Alacol★"Sexy! A post with a Binomial Distribution."-Asterelle★"It's about time PW starts to separate out the noob Sins from the rest."-salvati0n★"Shoo troll >:O"-TheDan
  • Swiftail - Heavens Tear
    Swiftail - Heavens Tear Posts: 136 Arc User
    edited August 2009
    Just got my missing extra 15% ZEN credited.
    [SIGPIC][/SIGPIC]
  • AdvanceZero - Heavens Tear
    AdvanceZero - Heavens Tear Posts: 1,413 Arc User
    edited August 2009
    Woot its shnuggles!!. Cool guy. He helped me with my zhen problem many moons ago. He means what he say's. b:victory
    Retired

    [SIGPIC][/SIGPIC]

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