Poor customer service

Flypside - Lost City · March 2014

Ok to start I have been playing this game since 2008 a week after it came out, though there were breaks here and there cause i got bored and what not. But i always come back cause i have alot of friends on here i talk to on a daily basis. The problem i have is that my account was **** in a 4 month period when i was on break. I've never given my account info to anyone.

-snip-

SylenThunder - Twilight Temple · March 2014

Do you use the same login/password on multiple sites? (Very common that people will do this with their faction websites.)
Do you have a complex password?
Do you run and maintain good antivirus software and anti-malware software?
Do you use the same e-mail for similar accounts? (Like pwi and faction forum)

Also, for a 4-month span, you're not likely going to get much. That's a pretty large area to narrow down when/where/who logged in and used your account.

Flypside - Lost City · March 2014

no i don't use the same login and password, PWI password and account are separate from everything else.
yes i do my password is quite long with numbers and caps
Yeah i have Norton anti virus
the email i use for this game is actually my business one. so i get no spam.

And they already narrowed it down to somewhere in Asia they wouldn't say where, just that i shouldn't share my pass word with others (Like i know someone that lives in Asia).

The thing that makes me mad about it all is that this is the only complaint i have ever submitted in five and a half years. I get nothing but a run around every ticket.

Xx_BeLLa_xX - Harshlands · March 2014

Flypside - Lost City wrote: »

Ok to start I have been playing this game since 2008 a week after it came out, though there were breaks here and there cause i got bored and what not. But i always come back cause i have alot of friends on here i talk to on a daily basis. The problem i have is that my account was **** in a 4 month period when i was on break. I've never given my account info to anyone.

-snip-

Ok so you took a 4 months break of the game, but was keeping in touch everyday with your in game friends and NONE of them though to tell you ''Hey someone is logging your account''? Cause according to what you said, PWI told you your account got log many times by someone else.

I don't believe you when you say you don't share account, to me it sound like you give your info to someone while you was gone, probably to help the person and the person did finish by taking advantage of it.

If a friend with who I speak everyday tell me he's on a break of the game (for months) and I see the char getting log in many times I would tell my friend that he should change his password cause someone is logging his account. The only reason I would not tell him would be if I was aware that he let someone use his char while he's taking a break.

So from all your friends NONE of them did though to tell you your account get use?

Sorry, but to me it seems like you was sharing account and that your friends knew about it or they would have inform you about someone logging your account.

Flypside - Lost City · March 2014

First of all no one has my account but me, I have never and would never let anyone have my info, like i said previously i have friends that i talk to on teamspeak almost everyday and i usually always start back up again on the game. And no my account was opened once not multiple times, what they are referring too is the fact that I have put in numerous tickets and none of them have been resolved, so they think that I am putting in numerous tickets about separate hacks. My account was **** once and only once but i have multiple tickets.

Sparafucile - Harshlands · March 2014

Flypside - Lost City wrote: »

And no my account was opened once not multiple times, what they are referring too is the fact that I have put in numerous tickets and none of them have been resolved, so they think that I am putting in numerous tickets about separate hacks. My account was **** once and only once but i have multiple tickets.

^ Part of your problem seems to be this. If you have an issue that requires sending a ticket, just send one. You can update this ticket without creating a new one; adding more tickets just confuses the issue and slows the whole process down (and it's slow enough already).

I suggest you try taking this to pm with a GM, to explain what has happened clearly

RepubIican - Raging Tide · March 2014

When you say the word "****" to PWI customer service they seem to automatically assume you shared you account info.

I would re-word it say compromised instead. I'm sorry this happened to you and I hope you get you account back.

Lolgasmic - Raging Tide · March 2014

Discussing tickets gets a thread locked, or so I believe...

I don't know what to tell you about your situation, it sucks.

If you honestly never voluntarily shared your information, then you never did anything unethical.
If you never shared the info, but may have had the info stolen then that's another issue, you should try to think really hard about where you've been that might have lead to something like this.

From what I understand about customer service, is they are a mixed bag of results. IIRC, if you are unsatisfied with your CS Representative, close the ticket and start a new one, as I believe you may end up with a new person, perhaps someone more capable.

Evryn - Morai · March 2014

Hrn. Your account got used in asia? Suggests to me that something on your computer intercepted your logon info and sent it over there. Check your computer for malicious software (viruses). More often then not this kind of thing happens when someone has used or tried a "free bot" or something similar. If that was the case you only have yourself to blame. And no, not going to argue... whether you attempted to cheat or not, you'll likely claim innocence.

Flypside - Lost City · March 2014

It's not the fact that i put in multiple tickets, the tickets are spread apart pretty wide. I reformatted my computer when it happened, and i haven't had a problem since. I appreciate the info guys, ill open up another ticket and see if someone else can work on it to get the problem resolved. The part about contacting a gm, as far as I am aware there is not one on lost city, I used to see a gm for events very rarely in the past, but that was over a year ago.

Echobaby - Sanctuary · March 2014

My experience with PWEs customer service is very different from yours. I think the problem is YOU.

My account also got stolen. I sent in ONE ticket and and through that one ticket, sent like 15 updates and in the end everything was set right again. It took about 4 weeks though, it was completely understandable, it was over the Christmas holiday. To me, it sounds like you lack the ability to understand complex problems and also lack any kind of patience at all. You have sent multiple tickets... It is specifically stated in the ticket process not to do that, you just simply lack any kind of common sense.

Nobody here can help you, nobody here will ever be able to help you with your problem. You are simply venting here, nothing more. This thread you created, was created out of a selfish desire to satisfy yourself and for no other reason.

You logic, or lack thereof, is astounding.

SakuLv - Dreamweaver · March 2014

Echobaby - Sanctuary wrote: »

My experience with PWEs customer service is very different from yours. I think the problem is YOU. LMAO

My account also got stolen. I sent in ONE ticket and and through that one ticket, sent like 15 updates and in the end everything was set right again. It took about 4 weeks though, it was completely understandable, it was over the Christmas holiday. To me, it sounds like you lack the ability to understand complex problems and also lack any kind of patience at all. You have sent multiple tickets... It is specifically stated in the ticket process not to do that, you just simply lack any kind of common sense.

Nobody here can help you, nobody here will ever be able to help you with your problem. You are simply venting here, nothing more. This thread you created, was created out of a selfish desire to satisfy yourself and for no other reason.

You logic, or lack thereof, is astounding.

1/10 ppl actually dont complain about customer service
I been sending tons of tickets about:
Bots, Scammers, Cheaters - none of the were readed. You wonder why?
After all videos....screenshots i send..they r still playing the game.

My friend got **** right after maintenance. He did not share account info!!
And he still haven't gotten account back!! 6 month of sending ticket, with all details:
That he did NOT share info.
That it happened right after maintenance.
That he does not have same password as email and other stuff.

And they simply IGNORE and DONT READ anything! Their response is like: sorry - blah blah- we cant return ur staff, because we dont do that- blah blah- next time dont share account info (ALL THEIR RESPONSES ARE THAT THEY CANT!,but they actually can, they r just lazy!)

Its like talking to the wall!
Its not person fault who is sending ticket! Customer service copy/paste text they NEED to say, don't even bother reading!

So if you got ur account/stuff back..well u r lucky!

Other friend didn't got staff back either after being **** (NO he did not share info) it happened after the maintenance too, Last year
He quit the game of course, because the customer service didnt even try to read or return his stuff!

After 5-7 month of all very nice details tickets..he got mad..
He still had the subject: **** after maintenance (day/month/year)

All tickets were in reply ..so the last ticket he send was

RE: **** after maintenance (day/month/year)
If i show up muffin in ur *******, will i get it back?

Customer Servive: Sorry, we dont return- blah blah blah- next time don't share info!:) (same reply what he got all..the damn time) xD

true story ^..i could post SS but..Mod will -snip- it

Annalyse - Heavens Tear · March 2014

While I have generally had a decent experience with customer service here, I do admit that, like the above poster, there have been quite a few times where they very obviously did not read my ticket. I'd layout a problem, including answers to questions I was sure they would ask, and their response would be to ask those questions that I had already covered in my ticket. Sometimes I think they look at the title, see a particular word/phrase (like "****," "wedding bugged," "botter," etc) and just send a prewritten reply for those situation types. It can be very frustrating when you wait for a reply and 5-7 days later you get something that shows they obviously did not even fully read your ticket.

That said, I have to agree with all of the people that said to the OP to stop opening multiple tickets. Not only does it just confuse things, it also just makes the whole process take longer for you. Had you opened one ticket and continually updated it you might have gotten this resolved much sooner. As it is now, I suggest you stick with the most recent one you have had answered and just keep updating it.

Sparafucile - Harshlands · March 2014

Flypside - Lost City wrote: »

The part about contacting a gm, as far as I am aware there is not one on lost city, I used to see a gm for events very rarely in the past, but that was over a year ago.

I was referring to the GMs you see in the forums (not mods). Mods have blue avatar/name, and GMs have red

Flypside - Lost City · March 2014

I didn't send multiple tickets cause I wanted to, they kept closing them saying don't share your info. Then it was we can't keep helping if your account is being **** numerous times. Which it wasn't they just never fixed it the first time.

SakuLv - Dreamweaver · March 2014

Annalyse - Heavens Tear wrote: »

While I have generally had a decent experience with customer service here, I do admit that, like the above poster, there have been quite a few times where they very obviously did not read my ticket. I'd layout a problem, including answers to questions I was sure they would ask, and their response would be to ask those questions that I had already covered in my ticket. Sometimes I think they look at the title, see a particular word/phrase (like "****," "wedding bugged," "botter," etc) and just send a prewritten reply for those situation types. It can be very frustrating when you wait for a reply and 5-7 days later you get something that shows they obviously did not even fully read your ticket.

That said, I have to agree with all of the people that said to the OP to stop opening multiple tickets. Not only does it just confuse things, it also just makes the whole process take longer for you. Had you opened one ticket and continually updated it you might have gotten this resolved much sooner. As it is now, I suggest you stick with the most recent one you have had answered and just keep updating it.

My friend had really hard time getting wedding fash from GMs

Last year they had ceremony. and they hit 100k points. The husband is pretty lazy with f9 option.
So he just took screenshot normal way..with all chats and stuff.

Anyways they hit 100k point..there were still 20-25min left till wedding end. Everyone was taking screenshots with couple when suddenly whole server crashed! For few hours! (cant remember the date , but im pretty sure some remember when server were down for couple hours many times last year)

So anyways...Thank god the husband took those screenshots without f9 option. because in 1 screenshot in chat u could see that they hit 100k points!

So ok..he send ticket with SS and they answer:

Sorry we cant send u this item- blah blah- in wedding u need to get 100k points to get the item- blah blah-

After that, he send another ticket with SS again of chat and wedding!..guess what Support staff answer the same damn copy/past text

Sorry we cant send u this item- blah blah- in wedding u need to get 100k points to get the item- blah blah-

Third ticket subject he put in CAPS..that he have screenshot and he want them to check it:
After that they answer

next maintenance they will send him and his wife a fash

Xx_BeLLa_xX - Harshlands · March 2014

Flypside - Lost City wrote: »

I didn't send multiple tickets cause I wanted to, they kept closing them saying don't share your info. Then it was we can't keep helping if your account is being **** numerous times. Which it wasn't they just never fixed it the first time.

They are not stupid you know? If they say your account was shared it's probably cause they saw it got logged more than one time by the ''hacker''.

Deceptistar - Sanctuary · March 2014

4 months is kinda long....

add 2 more months and its asking a GM to seek a **** account half a year ago o.o

could the time span also be part of the problem?

SakuLv - Dreamweaver · March 2014

Deceptistar - Sanctuary wrote: »

4 months is kinda long....

add 2 more months and its asking a GM to seek a **** account half a year ago o.o

could the time span also be part of the problem?

yah and cuz of that so many of my friend quit the game
last year...whole year..i been sending ticket about botter- which back then was not aloud, but he is still playing and 1 day when Duke announce everything..u could see red spam of 50 or more Sage/Demon Event cards

Flypside - Lost City · March 2014

I have never had an account compromised before, I've played multiple games and nothing went wrong, but when i did call and talk to someone or put a ticket in and i got a explanation or they fixed what went wrong. Point being is that PWI has the worst customer service out of any game i have ever played, It's ridiculous. As far as them finding for the four months i was gone, they did and still nothing was done about it.

opkossy · March 2014

Honestly... support can be a mixed bag here.

With some of them, it's incredibly awesome, goes quickly, and they wind up giving back more than you'd expect.

In other cases... not so much. Really depends on which of the support staff gets your ticket and the mood they're in.

Deceptistar - Sanctuary · March 2014

keep the date and time you get the reply maybe b:chuckle

so not to land on the same person if it may be a bad service

since employees prolly do have set times and days of work

Lolgasmic - Raging Tide · March 2014

Annalyse - Heavens Tear wrote: »

While I have generally had a decent experience with customer service here, I do admit that, like the above poster, there have been quite a few times where they very obviously did not read my ticket. I'd layout a problem, including answers to questions I was sure they would ask, and their response would be to ask those questions that I had already covered in my ticket. Sometimes I think they look at the title, see a particular word/phrase (like "****," "wedding bugged," "botter," etc) and just send a prewritten reply for those situation types. It can be very frustrating when you wait for a reply and 5-7 days later you get something that shows they obviously did not even fully read your ticket.

That said, I have to agree with all of the people that said to the OP to stop opening multiple tickets. Not only does it just confuse things, it also just makes the whole process take longer for you. Had you opened one ticket and continually updated it you might have gotten this resolved much sooner. As it is now, I suggest you stick with the most recent one you have had answered and just keep updating it.

I sent a ticket once, I can't remember what it was for but I had a response in a little under two hours.

Oh, I remember it was to raise my daily cash limit.

Poor customer service

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