So 3 weeks later and GMs still wont help with my Rank 9 ring!

YeIIowFox - Harshlands · January 2015

As many of you know, for the last 3 weeks I have been submitting tickets and speaking to a GM about getting the nation war Rank 9 Wizard ring that I made by mistake swapped for the Venomancer ring that I meant to make, a mistake that has been quickly resolved in the past.

So far the only response I have been getting is to deny that GMs have the power to replace gear and that they will not be helping me, all while claiming that they wish they COULD help.

A couple of days ago my original ticket was closed, I am unable to update it and so it will be forgotten and ignored by the GMs as it has been marked solved and because I am unable to update it they will now ignore the issue.

Every ticket I have made about my issue up until this point in the hopes of getting a GM who will help has been marked as duplicate within 5 mins of making the ticket and asking me to refer to my original ticket and make a post in that. Today I made a ticket asking for my original ticket to be re-opened so that the issue may be resolved.

This was also closed as duplicate.

How am I supposed to get this issue fixed when they refuse to help in tickets, mark unsolved tickets as solved and then close them so they cannot be updated. They do not answer the phones when I call them and all new tickets I make are marked as duplicate.

This is ridiculous, the nation war Rank 9 rings have been replaced before when someone makes the incorrect class ring as making the ring for the incorrect class makes the item unusable and puts the player at a large disadvantage compared to other endgame players.

At this time I am at a disadvantage against other Rank 9 players because I am now missing a important part of my gear.

When Customer support start blocking players from receiving help by instantly marking tickets at duplicates, even ones that are asking for a ticket to be open, they drive players away from the game.

With a game this old and with a player base that is getting smaller every week they CANNOT afford to be running players off with bad customer service and lack of support for when players make innocent mistakes in their game.

YeIIowFox

opkossy · January 2015

Tried lying in a new ticket so they'd look into it without closing it as a duplicate and then hitting them with all the BS they've put you through while reminding them of any $ you may have spent and the repercussions of them not providing help?

Hitting them right in the wallets will likely get you some proper answers.

Rjwashere - Dreamweaver · January 2015

Should have calmed down and carefully chosen the correct ring. *shrugs*

YeIIowFox - Harshlands · January 2015

OPKossy wrote: »

Tried lying in a new ticket so they'd look into it without closing it as a duplicate and then hitting them with all the BS they've put you through while reminding them of any $ you may have spent and the repercussions of them not providing help?

Hitting them right in the wallets will likely get you some proper answers.

Its starting to look like that may be the only way to get anywhere

this is getting stupid now.

And Rj I probably should have calmed down before crafting the ring.. got to excited that I was getting such a expensive bit of my gear and didnt know it was possible to forge R9 for OTHER classes b:sad guess i shouldnt get to excited in this game, it means i make a mistake that costs me hundreds.

Aubree - Dreamweaver · January 2015

Rjwashere - Dreamweaver wrote: »

Should have calmed down and carefully chosen the correct ring. *shrugs*

Troll somewhere else. Ii is fking stupid to be able to make an untradable ring that is also class specific. Other people have made the SAME mistake. I hope your gear actually gets to a point where you could feel the pain of another player. R9 ring is expensive to make on it's own. It cannot be replaced. I had a GM replace a set of tt90 gold wrists not long ago which were NPC'd.

@ Yellow, try to make them understand that this ring you made, cannot be used, stashed or anything. You are not trying to get over on the system. You are just at a deadend and need their help.

Possibly they don't want to send a new one because they think you can use both. They don't play the game and probably not familiar at all with the item.

For a new ticket, send it directly to billing b:laugh

mechabeastmc666 · January 2015

Just give the hardworking GMs time, they will resolve your problem in a timely mannor. They have alot of other problems that they consider just as bad to deal with at the same time. I have one of those problems.

Salari - Raging Tide · January 2015

The entire staff is a joke, the problem is not to many tickets compared to the amount of support staff. The problem is they just don't care. Period.

zombienationz · January 2015

mechabeastmc666 wrote: »

Just give the hardworking GMs time, they will resolve your problem in a timely mannor. They have alot of other problems that they consider just as bad to deal with at the same time. I have one of those problems.

(looks at join date)
Don't worry champ after pwi gets done with you, you'll be just as pissed off as the rest of the community lol

YeIIowFox - Harshlands · January 2015

I made it pretty clear in my first ticket and in multiple replys that the ring is class specific but yeah, I dont think that they actually undertand what that means.

I think your right Aubree, gonna have to send a ticket to billing xD that might actually get a decent reply. b:surrender

@mechabeastmc666 if it was a matter of simply waiting for them to help, I wouldnt be at all mad, i get it they can be busy. But its the fact that they have REFUSED to help for three weeks, lying to me that they cannot help me despite the fact that they have fixed this issue for other players. They closed my ticket and marked as solved when it hasnt been solved so they are trying to push the issue away.

About one month ago they replaced a rank 9 belt for someone on my server so its not that they can't send or replace items, it's that they don't want to put the effort in to actually help me.

YeIIowFox

Skippy - Dreamweaver · January 2015

Keep faith, i would call their office if i where you

zero500 · January 2015

i'd like to say that they will eventually stop sitting on their hands and help you, but if the pwe support staff has let it go this long i don't think they will do anything about your r9 ring. and after some reading through their terms of service i've found that they can just keep on ignoring you and do nothing.

28.1 (d) You acknowledge that in using the Service and/or Games, you may lose in-game features and/or items. You may not hold PWE responsible for any in-game feature or item loss. We do not guarantee the availability of any in-game items, any Service or any levels to players

Xx_BeLLa_xX - Harshlands · January 2015

Press ''O''.

b:bye

Seriously, if you are a big c$er just tell them that you won't charge any money until you get your ring, if you don't c$? Well forget it.

PWI have no obligation to replace an item cause YOU made a mistake.

There's 10 rings, you didn't bother to check the difference or ask people before crafting it?

Takeva - Heavens Tear · January 2015

Xx_BeLLa_xX - Harshlands wrote: »

Press ''O''.

b:bye

Seriously, if you are a big c$er just tell them that you won't charge any money until you get your ring, if you don't c$? Well forget it.

PWI have no obligation to replace an item cause YOU made a mistake.

There's 10 rings, you didn't bother to check the difference or ask people before crafting it?

Wow, she made a mistake...

Nobody is perfect. If you think you are, then I guess that means nothing to you. But I will agree for OP to threaten them by not spending another dime on their games.

To be honest, that forge is completely flawed(or a clever trap). It shouldn't have allowed you to make any other ring besides your own class ring. Now, I could understand they wouldn't want to replace the ring, if you were able to get a new one. But it is IMPOSSIBLE to get another ring to upgrade it again. It would be nice if Sparkie could point this thread to a GM, or dev, or whatever to take a look at OP's post and explain why they refuse to help with this.

Because to be honest, this could happen to anyone else in the future. You spend hundreds of dollars to improve your character and one mistake can cost you. And PWE isn't obligated to help their paying customers.

Mendolin - Sanctuary · January 2015

have you asked for them escalate your ticket? like literally say the words "please escalate my ticket"

if that doesn't work... if this thread is still open, let me know

c44102 · January 2015

Thats pretty messed up your R9 ring u cant get a copy of without help. They could even go as far as saying here take this ring and well take this one from your inventory and here are the supply tokens seal of war and the money to make a new one or just plane out give u the right one. My main question is for you. Are you being mean to them in your tickets at all ? If you are being rude to them odds are they wont help you. For as much as that ring costs and the troble they have put u through for 3 weeks of agervation. I hope they give u the right ring and maybe even a gm box ( the gm box is far fetched but hey who knows its pwi )

tmllover · January 2015

Nothing to say except that you need to be more careful. You should have known that PWE has been going down in customer service for the past year or so. Knowing this you should have taken more care into what you were doing. Before any type of event reward, or crafting, NPCing stuff, I have to double check what I am doing as I know PWE's support is horrible and the best thing to do is double check what I do.

It sucks, but it clearly says in the TOS that they dont have to do anything. You are going to have to suck it up to a loss and move on I think. They have your money, and really dont care if you ever get that ring back now.

Takeva - Heavens Tear · January 2015

c44102 wrote: »

Are you being mean to them in your tickets at all ? If you are being rude to them odds are they wont help you.

I don't get why people keep saying this...

In at least 1 or 2 of my tickets in the past; I was a bit upset, and I demanded they fix my problem.

It's actually really embarrassing, but one was over a stupid morai helm that I got out of the chests. I wanted to collect the whole AA gear. But I accidentally chose a HA helm. I demanded that they needed to fix it! b:cry b:cry

And they did. I didn't spend one dime on that helm. Why is my morai helm more important than OP's R9 ring?

LuckingFoco - Raging Tide · January 2015

Has anyone recently had the GMs replace something? I'm wondering if the higher ups have put the hammer down on this and said no more.

Maybe they have had issues with people sending in BS tickets to get items they never had and some gullible GMs fell for it?

Eoria - Harshlands · January 2015

LuckingFoco - Raging Tide wrote: »

Has anyone recently had the GMs replace something? I'm wondering if the higher ups have put the hammer down on this and said no more.

Maybe they have had issues with people sending in BS tickets to get items they never had and some gullible GMs fell for it?

Two rather recent-ish cases on our server:

1. Cleric accidentally npc'd r9rr belt. Took a few weeks, but he got it back after proving via screenshots that it wasn't in his inventory/bank and providing them with a reminder of his CS history.

2. Archer made different class r9rr ring. Apparently had no issues getting it replaced? Or that's what I'm getting told by his guildmates.

I suspect the issue here is ticket spam and forum spam, tbh.

Poopinpanto - Heavens Tear · January 2015

Yeah it wasnt pw fault on the ring issue and thats how they see it.If i did it i would be in fact pissed then i would have a new goal..again

szgdfsrghfdhfgh · January 2015

It took time, Eo, but mentioned archer got ring back.

Tho they never closed his ticked and just asked him to wait. It was supposed to be fixed in next maintenance, it was fixed in few weeks, but he has it now.

RedSkittle - Harshlands · January 2015

This is a hard and expensive item to get, and once you craft it you can't retake or redo the quest to get the original r9 ring. That is precisely why this is a GM issue because a player can not fix it on there own. Things like this are what Customer Support are MADE for, it's their job to support players on issues they themselves can not fix. Otherwise it shouldn't be possible to Craft a r9 recast ring that is NOT your class. And If they CAN NOT actually replace it they should give her another ring thats comparable. (Yep, Reawakening IV Fingerbead: It the only one REALLY comparable.. ijs)

Viktorian - Archosaur · January 2015

After my 4th call to PWE using the number previously provided, admitting that most of my calls were ungodly early in the morning for them, I spoke to a man who told me that the ONLY way to contact support/the people who handle tickets is by e-mail. There was no other way to contact them at all. You are unable to contact a supervisor or any of their personal by any other means of contact. They are in a little box with only a computer for company.

Temeilion - Harshlands · January 2015

Yeah this is BS...she Cant even rebuy the correct ring now....this is clearly a case that deserves some GM Support..

Open the damn ticket Back up

Stop marking tickets solved or resolved when you didnt do jack ****....I have had this happen many times

You close the ticket by saying it was settled..then you tell people to post info on a ticket you know is closed and the original poster can not access or update said ticket..then your close any New tickets claiming its spam ?

Yellow seriously Call the BBB in NY or the Cali offices...PWE is under investigation by the FCC and BBB for many issues anyway, Visa,Paypal and most online fund collecting agencys have already warned PWE about this.

You simply can not charge for a service u do not properly support..reguardless what your TOS states..US has Rules all buisness`s that Opperate with in it must follow...no amount of ToS voids these rules.

Good Luck Yellow..remember the squeeky wheel gets the grease.

And for shame PWE...

Redoubt - Harshlands · January 2015

Yellow Fox,

May I suggest 1) contact the BBB (Better Business Bureau) to submit a complaint 2) use registered or certified mail to the company.

Small claims court might work.

Viktorian - Archosaur · January 2015

Sparkie, you may have missed the part of your job where it says to keep the people on the games happy enough that there are no calls to the BBB or lawsuits. In case you did, THIS IS PART OF YOUR JOB!!!! The entire two posts above me are urging the OP to call the BBB and complain about your company, WHICH IS ALREADY UNDER INVESTIGATION! Get the ticket issues resolved in favor of the players and this MIGHT be avoided for now.

Father_gold - Sanctuary · January 2015

itis really sad that people like to counter complaints with "but TOS says". a contract that specifies illegal items or behavior is not binding. PWE still needs to follow proper business practices. if the item is limited then we as players should not be able to craft the wrong ring. that the loophole exists they must be willing and able to correct the problem especially with items that originate from cash transactions (even if no cash changes hands).

it still amazes me how i still play this game knowing how much disrespect and exploitation of the playerbase goes on here. it is amazing ANYONE still plays this game, the money people spend is totally not worth it for something that is not being supported as it should.

konagurl21 · January 2015

i totally agree that class spesific is just lame.....
my suggestion is either make ONE ring for ALL classes as NONE of them have different stats.... OR
on the rank 9 normal ring put a class so its impossable to make this mistake again.
if it helps yellowfox remind them they just helped Blue_Velvet of dreamweaver two weeks ago with the same issue it was evan the wizzy ring HEHE.

tek1nig · January 2015

konagurl21 wrote: »

i totally agree that class spesific is just lame.....
my suggestion is either make ONE ring for ALL classes as NONE of them have different stats.... OR
on the rank 9 normal ring put a class so its impossable to make this mistake again.
if it helps yellowfox remind them they just helped Blue_Velvet of dreamweaver two weeks ago with the same issue it was evan the wizzy ring HEHE.

Are you KIDDING ME? I"M OUTRAGED !!!!!!!!!! b:angryb:angryb:angry

How could this issue still not be resolved. Why is YellowFox being denied the basic forms of assistance that she deserves. She is in a situation where only a GM can help. What is going on over there in their company ... This entire situation has stopped me from cash shopping even the minimum amount. I refuse to spend money in a game where people are treated like this. Count me among the many that will not spend one more dime until YellowFox is helped.

tmllover · January 2015

Redoubt - Harshlands wrote: »

Yellow Fox,

May I suggest 1) contact the BBB (Better Business Bureau) to submit a complaint 2) use registered or certified mail to the company.

Small claims court might work.

You can give money to the BBB to give your company a better rating or take away bad ratings. So that wont work, they are as crooked as PWE. PWE currently has an A+ rating with them with 223 closed complaints, so, ya...........good luck on that one. PWE pays good money to keep that A+ rating.

Small claims court wont work either. All PWE would have to do is slap down a copy of the TOS. This is why they have a TOS to protect themselves against things like this.

Reminding them of how much money you spent wont work. They know how much you spent. They have it and you aren't getting it back.

PWE did nothing wrong here. They were providing support on something they didn't really have to, until they were spammed with tickets.

Again, always check, recheck, and check a 3rd time whenever you craft or NPC something. They even have pop ups stating that you are making something, or NPCing something. The player clicks the OK button, not PWE.

They only advice that I can give. Give their head offices a call, explain to someone there (ask for management or something). CALMLY explain to them what happened and go from there.
Growing a mob on the forums isnt going to work and will dig your hole deeper.

Reliea - Sanctuary · January 2015

It's pretty disgusting that customer support has not solved this issue.
My main complaint about any customer service issue is inconsistency, and PWI customer support is the posterchild for inconsistent service.

Woe is us if we ever need help.

I imagine if an actual paying customer can't get help, a truly f2p customer has 0% chance of getting help.
The only time I asked customer service for help, they did, fairly swiftly, but it was not a gear-related issue. I had a char stuck in the ground in RoR and couldn't town tele out; they said they moved me but I was still in the ground -_- A faction mate suggested buying a tele stone and thankfully -that- worked.

The point here really is that they (the customer service people) can and have returned/fixed gear mistakes before, and there is 0 reason why they can't now.
Either they can for everyone, or they can't for everyone, and since they have already established that they can, it is grossly unfair that they don't for anyone who has made such a legitimate error.

It is really stupid that you can craft r9 gear through the NW forge for a class that you aren't; there is no reason to do it so it doesn't make any sense that it's possible. I can see why people might make this mistake, and I'm shocked it doesn't happen more often.

So 3 weeks later and GMs still wont help with my Rank 9 ring!

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