Support Team Feedback

[Marroe]

This is regarding my support ticket experience for Aether/Midgardsormr EST timezone.

TL;DR This is up there with the worst customer service experiences I've ever had

The staff that responded to my ticket were all polite. My main criticism is the amount of back and forth required for my issue to be resolved. It also seems as though my ticket was passed to different staff... as each step taken at every response was incredibly minor and boilerplate. My request for a one time special currency item refund has taken 5 back and forth responses, each response taking about 24 hours. This should have been able to be resolved by 1 person between the time of the initial request and first response.

The entire reason for my request was to get an accidentally purchased special currency item refunded so that I could use the one I wanted during this week... so that I could benefit from it in raiding progression. The back and forth with SE support staff has taken almost 5 days, making the whole process almost entirely pointless. I'll get my refund today (maybe?), meaning I get to use my desired item for 1 day before the weekly reset. 1 day. It would have been better for me to just wait 7 days for weekly reset and farm more tomestones than to sit around waiting for the refund.

I appreciate the politeness but the response time, red tape, and seeming inability for action to be taken has created a frustrating and drawn out experience.

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Edit: I still have not heard back about the final step of the refund since 2 days ago... it has now been 6 days total. The entire process is now actually pointless. If I had just waited a whole week for the next tomestone weekly cap I would have gotten my issue resolved faster than contacting support.

If/when I finally do get the currency refunded, I just pray that it doesn't count towards the new weekly cap. If it does then it will not actually be a refund, and I will be a week behind everyone else.

I hope all of this serves as a warning to others to not rely on support for these kinds of issues

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Edit: 8 days since initial ticket and still no refund. Just a response that it's still being looked into. This is ridiculous

All of this to get 1 piece of gear refunded



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Edit: 9 days and nothing. Pretty much feels like the currency is being held hostage at this point

Edit: day 10. no response since 3 days ago. I've given up on ever seeing this currency returned to me. Going to just pretend I never had it and move on

This is up there with the worst customer service experiences I've ever had

Edit: Day 15, still no refund. By the time I get the refund I will have gone through enough weekly tomestone caps to fully gear myself anyways.

Edit: Day 20. No refund. No communication.

Edit: Day 25. No refund. No communication (At this point I'm just laughing at this whole situation and curious how long it will actually take them)

Edit: Day 31. An entire month and nothing

This should be an embarrassment to SE... but they seem to not care about their customers unless its regarding payment issues or in game conflict between players. Good luck if you need help with anything like this.

What an absolute joke.

Marroe