So, I have been the poster child of patience and understanding with S-E. My ps3 collectors edition was registered to a new service account, by no fault of my own, because I checked and double checked that my characters were both listed before I hit the OK button (which apparently did not mean OK, it meant "create a new service account derp") and now I can't play the game I spent $80 on.
Let me clarify this. I spent $80 on this game. Before it was released. Because I had faith in S-E.
Fast forward to last week. I noticed that my CE items were not registered to my account properly. So I sent a support ticket requesting they merge the accounts or whatever it is they have to do. I went through the proper channels, and I waited patiently. I didn't hold this against S-E. Errors were made. I understand this.
Thursday. Now I can't play. At all. Because my free 30 days AND my product registration are set up on the second service account. I check my email. Nothing. I try to call support. After waiting on hold for three hours, I give up. I have to go to work, and can't just skip work because they're backed up. Still, I don't blame S-E. Errors were made, and now their Customer Service staff is helping those of us who have run into them.
Friday. My day off. I call again. This time, immediately after they open at 12pm (Eastern). 2 hours later, I FINALLY get through to someone. The representative is very honest and helpful, and he tells me that he has escalated my issue. My account should be sorted out "soon". I ask how long. He says it could be two weeks at the most, as per the terms laid out in the support ticket. Not a problem, considering people on the forums have been claiming that their issue was resolved overnight.
It's now the weekend, so I'm not expecting too much. Monday comes along. Nothing. It is now Tuesday. Nothing. Not an update, and I still can't get on. I look on the forums, and see someone post that they got through to customer service today and their account was sorted out immediately.
I dont' have the luxury of free time. I have work every day this week during their calling hours until Friday. If I'm seriously going to be made to wait even longer, while people who JUST now call are getting through, I'm going to be a very unhappy customer when I call on friday. This should have been sorted out by now. I know there are other issues at hand, but you are dealing with customers who have PRE-ORDERED your product and are unable to use it because YOUR registration program was flawed. They couldn't even extend our account's service by a week or two while they go through the process of fixing the account. I'm just out of luck. Because I pre-ordered this game. My only option is to purchase a digital copy of the PC version and play on that until my PS3 registration is sorted, but WAIT! Digital purchases are now offline! Wonderful!
TL;DR: Loyal S-E customer is on his last thread. Any other game, I would have returned it and demanded a refund from the developer. But I'm still here. Waiting. Quite a bit less patiently. This needs to be fixed.
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09-04-2013, 09:44 AMAmeliaVandelleI'm getting really impatient with this service account issue.
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09-04-2013, 10:01 AMNareia
I KNOW HOW YOU EXACTLY FEEL AS i HAVE GONE 4 DAYS OF NOT PLAYING AND 4 HOURS OF WAITING ON THE PHONE TO GET MINE FIXED!
Quote:
Call started at 1:09pm and ended at 4:26pm.
So after the incident I've had with my 2 service account issue, I finally got a hold of a representative and though I was expecting a rude guy over the phone, he seemed so calm and a bit overwhelmed as I apologized and told him my issue. I gave him my ticket number as well as my info to verify my account.
So once it was verified he asked me to hold on as he went ahead and fixed my issue on the spot. Didn't have to wait hours or days for them to fix my service account issue. He came back on the phone and said, "Alright miss, I have transferred your CE items from Service Account 2 to your Service Account 1 and everything is there" Although, I did confirm with him that if i have made a character on the Second Service Account, it would have been erased and not transferable.
But as he spoke the words I was sooooo waiting to happily hear we said our goodbyes as I thanked him gratefully. I went ahead and checked my mogstation to happily find everything was fixed! I was overwhelmed with joy as tears almost ran down my cheeks!
He has said a few things,
"Yea we have a high number of emails and tickets with the same issues and sometimes repeat tickets which overwhelms the traffic and makes us even work harder to get to the ones that really matter such as your issue"
"Yea, the best way to get issues resolved quickly is getting through contact support over the phone".
Btw, I am NA-PC Digital Collectors Edition customer and I have waited 4 days with an inactive account and 4 hours for a rep to finally pick up. I called 858-790-7529. And btw, do not send multiple tickets lol. I advise you, that is why it's harder for them to resolve issues. Once you get a hold of a rep, he's gonna ask for 1 ticket and that's either your "Wrong Service Account" Form ticket number or one of your more important ticket numbers you have sent unless you have multiple issues with your account.
But anyway, yes, my account is fixed and now prepared to continue leveling tomorrow morning!
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09-04-2013, 10:03 AMBurningtofu
I had this moment too when I was booted out of the game during crafting. Apparently, the code we used to play on early access was... just that, early access. Little did I know they sent another code which was snucked into my spam folder in my E-Mail. Nonetheless, I found that E-Mail which was sent last month on the 27th and it had another registration code. I input the code and now I'm back in the game. Although it was partially my fault for being careless for not check my E-Mail and its settings for spam filter, it would have been nice to let me know that I should be accepting another code when the early access email was sent in the first place. I hope you get your dilemma sorted AmeliaVandelle.
Just fyi I preordered thru official SE website with PC digital copy (standard). I am kind of glad I didn't get the PS3 version because I may have been in this same issue. -
09-05-2013, 09:47 AMAmeliaVandelle
So after coming home from work today, and still not having access to my game, I decided to try chat support. After being in queue for 2 1/2 hours, it KICKED ME FROM QUEUE!?
Am now on hold with phone support (after getting a busy signal 20 times...) and very unhappy. -
09-05-2013, 10:01 AMAmeliaVandelle
And they cut me off at 9 when they closed. I am now quite a bit more than unhappy at the way S-E is handling this. I have received NO information on what's being done about my account...
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09-05-2013, 10:10 AMTheFirstKel
Just want to say, be glad you guys have phone/chat support. For the like of me, being in NZ, there are no reachable contact other than just the EU Support Centre and being 12hrs ahead of GMT.
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09-05-2013, 10:39 AMAmeliaVandelle
LOL @ "reachable"
I just sat on hold for over an hour only to get cut off.
ANd before that, I was on live chat support queue, only to get "There are no agents available" after 2 1/2 HOURS. We don't have any "reachable" contact. We have "if you're lucky, and you have nothing else to do with your life, you can get through to us" -
09-05-2013, 10:57 AMTorneDfrioul
Don't buy a new game and try registering it to your 1st service account. I can confirm that this does not work. Now I'm hoping they take my game back after opening it.
Also, SE says that they need to verify your identity before they can fix your service account... Why the hell would they need to verify YOUR identity to fix THEIR problem? These service account issues are almost as bad as ffxiv. It seems I'll be waiting indefinitely for SE to figure out how to make a decent game that I am able to play... -
09-05-2013, 11:06 AMArrylI just sent my back to Amazon. I hope they send a truck full of returns back to SE so they know how crappy this experience is.Quote:
Originally Posted by TorneDfrioul