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Need Serious CS Help With Zen Store Purchase
maddllama
Member Posts: 12 Arc User
CS = Customer Service
What: The Legendary 2409 Captain's Pack
Problem: My wife, who purchased this pack, has been unable to claim the in-game lvl 65 item boost due to the message: "Character does not meet the requirements to use this item." Customer service keeps sending us in circles and basically refuses to help us with a purchased item.
What we have done:
- 100% 2409 Federation character
- Finished the tutorial
- Gotten two characters to lvl 65 (Klingon and 2409 Fed) to meet that requirement. Lvl cap was 60 the last time she played.
- At CS' request, finished ANY mission labelled tutorial under the "available" tab.
- Finished the ENTIRE Klingon arc storyline just to be safe.
- Got to her to level 11 to open DOFFing and make sure there are no hidden tutorials there.
- Made sure she has access to her lifetime member veteran rewards, which she does.
- CS physically placed the level 65 crate from the Zen store in her inventory, and still she does not "meet requirements."
Request: We need someone other than Customer Service to handle this problem. What are our options? So far they have told us:
- Finish all the tutorials.
- Show us a screen shot of your available missions, which we gladly provided.
- Get the character to 11.
- Do the admiralty tutorial. (Yeah... at lvl 8 they told us to do this.)
- Continue to finish tutorials. (Please... LMK where or what they are.)
- You still need to finish the tutorials.
Additional Info: We have begged them repeatedly for help and had no luck. They just continue to tell us to complete tutorials that are already finished. PLEASE... we need help other than these people. We need to get in touch with someone above the GM's. This has gone on for nearly two weeks now. I can copy and paste the entire discussion with CS here, but that would accomplish nothing and likely get me banned or something silly like that.
What: The Legendary 2409 Captain's Pack
Problem: My wife, who purchased this pack, has been unable to claim the in-game lvl 65 item boost due to the message: "Character does not meet the requirements to use this item." Customer service keeps sending us in circles and basically refuses to help us with a purchased item.
What we have done:
- 100% 2409 Federation character
- Finished the tutorial
- Gotten two characters to lvl 65 (Klingon and 2409 Fed) to meet that requirement. Lvl cap was 60 the last time she played.
- At CS' request, finished ANY mission labelled tutorial under the "available" tab.
- Finished the ENTIRE Klingon arc storyline just to be safe.
- Got to her to level 11 to open DOFFing and make sure there are no hidden tutorials there.
- Made sure she has access to her lifetime member veteran rewards, which she does.
- CS physically placed the level 65 crate from the Zen store in her inventory, and still she does not "meet requirements."
Request: We need someone other than Customer Service to handle this problem. What are our options? So far they have told us:
- Finish all the tutorials.
- Show us a screen shot of your available missions, which we gladly provided.
- Get the character to 11.
- Do the admiralty tutorial. (Yeah... at lvl 8 they told us to do this.)
- Continue to finish tutorials. (Please... LMK where or what they are.)
- You still need to finish the tutorials.
Additional Info: We have begged them repeatedly for help and had no luck. They just continue to tell us to complete tutorials that are already finished. PLEASE... we need help other than these people. We need to get in touch with someone above the GM's. This has gone on for nearly two weeks now. I can copy and paste the entire discussion with CS here, but that would accomplish nothing and likely get me banned or something silly like that.
@kmhknight
My campaign: The Madness Plague.
My quest: Blacklake Gold
My guild: "The Older" Age 30+, Casual
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Comments
It might be worth considering making a new character and starting again.
And sometimes re-rolling a character isn't a solution, not if you've already invested in (for example) inventory space unlocks or even Lobi ships or something. Keep us posted.
> Absolutely maddening. I hope this gets someone's attention; as expensive as those boosts are, they had better work!
>
> And sometimes re-rolling a character isn't a solution, not if you've already invested in (for example) inventory space unlocks or even Lobi ships or something. Keep us posted.
They also have a thread in General Discussion.
Customer service needs some serious help, though. They emailed us on Sunday, said "we see you the character in question is level 65, so we are going to close this ticket." Uhhhh... thanks?
Who knows, could have been a senior GM from CS that got the issue fixed, can't see what happens behind the scenes. Problem is the process we went through to get this fixed and the lack of action on CS' part.
Regardless, thanks to whoever did get this fixed!
@kmhknight
My campaign: The Madness Plague.
My quest: Blacklake Gold
My guild: "The Older" Age 30+, Casual