UPDATE: As of today, I noticed I have been reactivated, but showing 17 days subbed. That is exactly the time since I purchased the sub. I never once received any notification from support on the status of my ticket, and the time I lost is apparently lost (well, not really, I sure paid for it though.). I may not have noticed it right away, but once it was noticed, I felt like I was taken for a ride. As I stated, I would file exactly one ticket with support, and their response would determine mine. Their response was non-existent. I could care less if they inform me personally of bug fixes and upgrades, but when it comes to billing I feel that even a simple apology is adequate. I have not even received a notice that the problem was corrected, just looked in today and saw it was active. I would accept their apology if one was given, and say no harm, no foul. I unfortunately got nothing, and that may damage my relations with PWE.
I am not going to rage quit, but I will surely be extremely cautious of when and where I spend my money in the future. Sorry guys, I love the universe, but I dislike poor customer service more.
"We don't have time to negotiate in a civilized way... Destroy them!"
"Captains log: I can take up a holding pattern while engineering locates the source of this malfunction, but this area is known to be a frequent destination of pirates. If we are detected by enemy ships, we won't be able to defend ourselves."
I've just received word from the team that the issue should be resolved -- please log in and take a look We appreciate your patience as we worked to resolve the issue and apologize for any inconvience or concern caused by it.
If there are any outstanding questions or concerns, please reach out to our billing team at http://support.perfectworld.com ('Contact Us' tab, 'Billing' for the category drop down). If you are not able to reach the support site, please email directly to customerservice@perfectworld.com and put "billing" in the subject line and as many details in the message as possible. Filing a ticket is always the preferred method to contact us as you can ensure your ticket is in the right queue via the category dropdown.
Once you get your ticket number, send it to me in a forum PM -- I will make sure it's in the right queue for you, but that's the furthest extent I will be able to help with tickets as I don't work on them.
Still unresolved for me, both ingame and on the ticket system.
My ticket reference number - 130602-000322.
My one concern now is it might bill me again once the month has passed, and since according to the site I'm not even subscribed, I can't cancel it.
I'm sure you can appreciate that I don't want to spend any more money presently.
BranFlakes asked for a "forum PM". That's not a public post in the forum here, that's a Private Message. Up near the upper right of this page, you'll see "Welcome, <accountname>" and some information. In blue is the text "Private Messages". Click that, and it will take you to the forum PM system. That's where you send "pwebranflakes" the requested information.
That will guarantee he sees it, whereas posting it in this thread is a lot less likely to help you.
edit: but not completely unlikely, 'cause Bran is awesome like that.
Former moderator of these forums. Lifetime sub since before launch. Been here since before public betas. Foundry author of "Franklin Drake Must Die".
Thank you so much for your patience regarding this matter.
We have identified the issues affecting our subscription services; and we hope to have a fix as soon as possible. We are taking the extra attention to make sure that we correct the issue in its entirety, to prevent problems like this one from occurring again in the future. Once fixed, your account should reflect the correct subscription status, and will receive all the standard benefits associated with the subscription chosen. Thanks again!
I already asked in my original message about compensation, this clearly got ignored so I've asked it again.
There is still no eta on when I get my gold back and considering this has been a major issue for actually playing LoR (haven't been able to get new ships due to not wanting to loose out on my respec tokens, which was a major reason to get gold in the first place...), so getting compensated for this major hassle, is not too much to ask, in fact these are common business practices, because if a company fails to provide the service they promised, they should take responsibility for their failing.
So Brandon, are you guys going compensate us or not?
Still unresolved, and i received an email stating the same as above, what annoys me the most with this email is it says " We will assume this has been resolved if we do not hear from you within 168 hours" ...... Here a tip,.... how about assume its resolved once you actually damn resolve it rather than telling me your working on it and trying to close my ticket before its fixed. /rolls eyes
Hey Hey! I'm seeing a nice green ACTIVE when I check on the website. Off to the game to see if everything resolved itself.
Additional: I just logged into the game and I do have the extra inventory and received a respec token from a promotion mission I just resolved. BUT I didn't get respec tokens from promotions I accepted before I realized my account had been borked. Can these tokens be added manually?
Okay, 2nd times a charm in this case! Over the next several hours, you should all start to see your subscriptions showing as "active" again Please give it some more time, but feel free to log in and check tomorrow morning and post your results here.
Additional: I just logged into the game and I do have the extra inventory and received a respec token from a promotion mission I just resolved. BUT I didn't get respec tokens from promotions I accepted before I realized my account had been borked. Can these tokens be added manually?
For any outstanding concerns or questions, including those like the one above, please reach out to our GM team (no longer Billing, if your account is showing "active") for assistance. They can be reached at http://support.perfectworld.com ('Contact Us' tab, 'Customer Support' for the category drop down). If you are not able to reach the support site, please email directly to customerservice@perfectworld.com and put "GM Assistance" in the subject line and as many details in the message as possible. Filing a ticket is always the preferred method to contact us as you can ensure your ticket is in the right queue via the category dropdown.
I've been planning on getting a lifetime subscription, and I was wondering if the gold benefits would be retroactively added to my 50s (tokens, inventory, etc)?
Okay, 2nd times a charm in this case! Over the next several hours, you should all start to see your subscriptions showing as "active" again Please give it some more time, but feel free to log in and check tomorrow morning and post your results here.
For any outstanding concerns or questions, including those like the one above, please reach out to our GM team (no longer Billing, if your account is showing "active") for assistance. They can be reached at http://support.perfectworld.com ('Contact Us' tab, 'Customer Support' for the category drop down). If you are not able to reach the support site, please email directly to customerservice@perfectworld.com and put "GM Assistance" in the subject line and as many details in the message as possible. Filing a ticket is always the preferred method to contact us as you can ensure your ticket is in the right queue via the category dropdown.
Cheers,
Brandon =/\=
It's active again, and I only lost 7 days of gold...
Seriously, what kind of fix is this? I'm getting extremely tired with this extremely poor service and zero response to my requests of compensation.
Are you guys even taking us seriously? Do I need to open 25 ticks and hundred of topics before I get your attention, or can I just stick with the 1 topic and 1 ticket and get an answer like I should.
This is seriously beyond bad, I've never been treated this bad by a company, and we all know how bad it can get...
My subscription is now active again and I have a response to my ticket.
I'm still missing the 500 promotional points however, so I updated my ticket again.
Besides that problem I luckily only lost one respec token, which I'm okay with, so I'M not going to argue with them about that.
But I hope that the people lost more than that get some form of compensation, after all the failure wasn't on our side and we shouldn't be punished for their mistakes.
Taking care of this? They are stealing our gold days and refuse to compensate.
This is theft, simple as that and as long as I'm not getting compensated, I will keep this or any other thread active. This nonsense need to stop here and now.
I find it absolutely pathetic that a company that makes so much money, flat out refuses to even comment on compensation, truly disgraceful. Not to mention that taking away our gold days is illegal, if you pay for a product and not fully get it, then that's not allowed under any law.
I've received stipend on different times during the gold membership, first time I received it near the end, other time near the start, no idea why that is. So could still come.
Comments
I am not going to rage quit, but I will surely be extremely cautious of when and where I spend my money in the future. Sorry guys, I love the universe, but I dislike poor customer service more.
"Captains log: I can take up a holding pattern while engineering locates the source of this malfunction, but this area is known to be a frequent destination of pirates. If we are detected by enemy ships, we won't be able to defend ourselves."
I've just received word from the team that the issue should be resolved -- please log in and take a look
If there are any outstanding questions or concerns, please reach out to our billing team at http://support.perfectworld.com ('Contact Us' tab, 'Billing' for the category drop down). If you are not able to reach the support site, please email directly to customerservice@perfectworld.com and put "billing" in the subject line and as many details in the message as possible. Filing a ticket is always the preferred method to contact us as you can ensure your ticket is in the right queue via the category dropdown.
Once you get your ticket number, send it to me in a forum PM -- I will make sure it's in the right queue for you, but that's the furthest extent I will be able to help with tickets as I don't work on them.
Cheers,
Brandon =/\=
My ticket reference number - 130602-000322.
My one concern now is it might bill me again once the month has passed, and since according to the site I'm not even subscribed, I can't cancel it.
I'm sure you can appreciate that I don't want to spend any more money presently.
Ticket reference numbers are 130601-002764 (when I found thew my sub vanished) and 130605-002522 (it hasn't reappeared, despite what BranFlakes said.)
Ticket numbers: 130602-002374 and 130531-002493
Ticket 130602-001385
Still inactive says 228 days, same as before I recently re-subbed.
I expect to be compensated for the missed days by the way. Simply reactivating my sub isn't going to cut it.
Ticket Number: 130601-001543
Website still says inactive, and I did a promotion in game and didn't get the respec token.
Cheers,
Brandon =/\=
BranFlakes asked for a "forum PM". That's not a public post in the forum here, that's a Private Message. Up near the upper right of this page, you'll see "Welcome, <accountname>" and some information. In blue is the text "Private Messages". Click that, and it will take you to the forum PM system. That's where you send "pwebranflakes" the requested information.
That will guarantee he sees it, whereas posting it in this thread is a lot less likely to help you.
edit: but not completely unlikely, 'cause Bran is awesome like that.
Ticket: 130602-001658
Also, for those asking about compensation, I think that's a no. We'll just return to our normal state of subscription.
There is still no eta on when I get my gold back and considering this has been a major issue for actually playing LoR (haven't been able to get new ships due to not wanting to loose out on my respec tokens, which was a major reason to get gold in the first place...), so getting compensated for this major hassle, is not too much to ask, in fact these are common business practices, because if a company fails to provide the service they promised, they should take responsibility for their failing.
So Brandon, are you guys going compensate us or not?
Additional: I just logged into the game and I do have the extra inventory and received a respec token from a promotion mission I just resolved. BUT I didn't get respec tokens from promotions I accepted before I realized my account had been borked. Can these tokens be added manually?
For any outstanding concerns or questions, including those like the one above, please reach out to our GM team (no longer Billing, if your account is showing "active") for assistance. They can be reached at http://support.perfectworld.com ('Contact Us' tab, 'Customer Support' for the category drop down). If you are not able to reach the support site, please email directly to customerservice@perfectworld.com and put "GM Assistance" in the subject line and as many details in the message as possible. Filing a ticket is always the preferred method to contact us as you can ensure your ticket is in the right queue via the category dropdown.
Cheers,
Brandon =/\=
I've been planning on getting a lifetime subscription, and I was wondering if the gold benefits would be retroactively added to my 50s (tokens, inventory, etc)?
Anyway just glad to have everything "as far as I can tell" back to normal.
Seriously, what kind of fix is this? I'm getting extremely tired with this extremely poor service and zero response to my requests of compensation.
Are you guys even taking us seriously? Do I need to open 25 ticks and hundred of topics before I get your attention, or can I just stick with the 1 topic and 1 ticket and get an answer like I should.
This is seriously beyond bad, I've never been treated this bad by a company, and we all know how bad it can get...
I'm still missing the 500 promotional points however, so I updated my ticket again.
Besides that problem I luckily only lost one respec token, which I'm okay with, so I'M not going to argue with them about that.
But I hope that the people lost more than that get some form of compensation, after all the failure wasn't on our side and we shouldn't be punished for their mistakes.
This is theft, simple as that and as long as I'm not getting compensated, I will keep this or any other thread active. This nonsense need to stop here and now.
I find it absolutely pathetic that a company that makes so much money, flat out refuses to even comment on compensation, truly disgraceful. Not to mention that taking away our gold days is illegal, if you pay for a product and not fully get it, then that's not allowed under any law.
Well if you never got charged, there's no problem? Just subscribe again.
I'm back in business now.