Unacceptable and contradictory customer support!!!

[Mythie]

I have been attempting to get an issue resolved ingame by submitting multiple tickets. The issue is I accidentally transferred leadership to an inactive character. I realize this was my fault, but it is within reason that any ingame issue can eventually be fixed. It has even been indicated as such. I am having an issue that CAN BE FIXED by a GM, but I keep getting canned responses that are all DIFFERENT. I was informed that fixing my issue is possible in my very first ticket, but have been given the run-around since then.

This is very frustrating!! It is unacceptable that they are requiring me to gather 30 or so people, and rank up another company for a mistake that can be fixed. My husband and I are the original founders of this Company, and it is clearly within Scope for this issue to be adjusted and the original heirarchy to be restored. This issue is closed and I cannot contact a GM about it on any of the previous tickets. I would like to have contact and feedback opportunity! I would also like the issue to be fixed and resolved instead of getting a message that I cannot be helped at this time. Completely ineffective way of communicating.

I am usually a pretty agreeable person, but being treated with canned responses is really unacceptable!

These were the suggestions made by a GM in my very FIRST ticket to solve our issues:

First suggestion being: If you are in contact with the original master of the free company, have them open a new call. We then may be able to reset the hierarchy and e have them receive leader once again. At that point, that person could restore your position for you.

Second suggestion being: Start your own free company from scratch under a similar or completely different name. This would be your best option as it would give you complete control over every aspect of your free company and would allow us to restore your position as leader, should the need arise.

This indicates that it is clearly possible, IT ALSO SUGGESTS THAT I CREATE A NEW COMPANY so that this process may be done IN THE FUTURE if it arises. This to me is absolutely ludicrous. My husband and I own BOTH accounts that have been Master in this company. NO other Characters have been Master. It was by sheer accident that a level 4 character that has not logged in since pretty much it's creation was promoted to Master.

I have quite a few ACTIVE players who have spent time and effort in ranking this company. It is unfair to 30+ subscribers to ask them to work on this content.. AGAIN. I realize to you that is only around $400 US a month, and we may not matter that much in the scope of things.. but this is utterly ridiculous! I would beg for this to be fixed, but it really seems like no one is really listening to what is going on.

This is a service we pay for, and it has been indicated that fixing this issue is within the realm of support required. Why then, do I continually receive the response that this cannot be addressed? Clearly from my first ticket, It CAN be addressed. No one is telling me why, and that in the end is frustrating.

If a GM told me "We cannot fix this issue because you have specialized ranks." Even if that is the craziest excuse, I would understand.

I do realize that there are changes coming for this in patch 2.1, but as of right now we will not be able to A) Buy housing.. we have no one to buy one. B) Unable to change chest permissions. These two items are monumental and key to the future development of our company.

Seriously, I am absolutely disgusted and exhausted at the completely contradictory responses I receive. If I gave customers these excuses (working technical support, which I do), I would lose my job!

I'm sure nothing more can be done on this subject, but someone needs to know that this is very upsetting!

[Feyniphia]

and the usual edit your main post to bypass the 1k character limit

[Noahlimits]

So you messed up and accidentally made a non active player the master? Then expect them to jump on fixing it for you? I know their CS isn't the greatest, but this is probably very minor on their list of problems to deal with.

[flavored]

So you messed up and accidentally made a non active player the master? Then expect them to jump on fixing it for you? I know their CS isn't the greatest, but this is probably very minor on their list of problems to deal with.

Well, it's kinda a poor attitude to have a list of "minor" and "non-minor" issues when it comes to player satisfaction. They don't have any real GMs in this game who are supposed to deal with issues like this.

[Mythie]

Feyniphia~ Thank you for that, I appreciate it!

Noahlimits~ It was completely by accident. There is no indication or different text when changing ranks that you are promoting another player to Master. The window looks exactly the same as a regular promote/demote. Now, we have no way to retrieve that. It was indicated by a GM response that this is possible, but after following instructions to the letter.. they now say they cannot assist. To me that seems very off. I have put in 4 tickets in all, and will probably end up putting in more. It is frustrating!

flavored~ Exactly, this to us is pretty big. We have spent our time and effort, and it just all seems so trivial to a support team that is supposed to.. support us. I realize RMT is a big issue.. but this particular problem is something that should not fall by the wayside because of that.

[Noahlimits]

Well, it's kinda a poor attitude to have a list of "minor" and "non-minor" issues when it comes to player satisfaction. They don't have any real GMs in this game who are supposed to deal with issues like this.

Actually, GMs will contact you in game WITHIN THE HOUR if you file a report on in-game harassment. As far as that goes, they're on top of things. Everything else I can't speak for.

[Luthia]

So you messed up and accidentally made a non active player the master? Then expect them to jump on fixing it for you? I know their CS isn't the greatest, but this is probably very minor on their list of problems to deal with.

What kind of response is this? Sure tc made a mistake, but thats why this is a p2p game and not a damn free to play, where customer service is far better than the POS we get from SE.

[Mythie]

It took them about 3 hours to respond to my request, each time. At least. Their priority list straight from the support site is:

•Harassment
•Inappropriate Behavior
•Activities that affect game balance
•Real Money Transactions (RMT)/RMT Solicitation
•Impersonation

I understand our in-game issue falls outside of this. I am just unclear as to why I was advised it could be adjusted, and now it seems completely out of the question.

[Mishini_Dracoto]

errum.

As somebody who has worked in Customer Service for combined 10+ years, Let me say that presenting your case in the format as you have in this thread, will impair your goal of resolving your issue, and I rather expect trolling/flaming to begin telling you why you are wrong.

1) Ultimately, before anybody helps you or you seek help, you need to understand that this was your fault. If you made somebody else master of your FC, YOU DID IT. You need to accept that responsibility. Any act of correcting this issue for you, is a bonus. A bonus that you are not entitled to.

2) You should probably start off by actually stating your issue. I skimmed, so maybe this is just me, but I felt like right at the beginning I should have read "My Husband and I made an FC. I gave leadersip to the wrong person by mistake, and now we need to permissions/Heirarchy reset. Originally a GM indicated they could do this, and now they are saying they cannot."

As I have been a complaint manager for a large corporation, I would lean towards, if the first person said one thing, and everybody else contradicted that sentiment, the first person was probably mistaken. Just in, that person who was wrong was likely a human. Now, is it really worth Crucifying SE, because somebody thought they could fix a mistake that YOU MADE, and it turns out they can't do it as easily as they had thought?

Well, maybe it's an indication that they need to prepare for these types of scenarios to reset permissions on FC's & LS's, especially if you can transfer leadership. That being said, if they aren't, this was your mistake in the first place. If they aren't prepared, I can see a degree of being upset, maybe make a post about it to make everybody more cautious, but then accept responsibility, make a new FC, and get on with your life.

[Pseudopsia]

It's technically possible have a DBA go in and fix it for you, however my guess is the support staff does not have a procedure to fix this issue yet.

I suggest have someone else in your FC create a new FC then have everyone join it to start building up the rank, while leaving someone in your existing FC to transfer leadership to if SE every happens to be able to fix it.