Hello friends, this is Defender your neighborhood noob.
Brief intro: Bought early access to this game, played on and off since then, not shy about spending money (To date have spent US $2523). Not that it matters still noobing it up in my velco gear no p2w for me.
What I have come to this forum to talk about is why I am strongly considering quitting this game. People have many reasons for quitting:
-friends stopped playing
-unfavorable changes in the game etc.
I have no problem with any of the above reasons. I find the game fun, my friends and guildies are still playing and I was excited for the updates. The reason I am considering quitting this game is due to the poor customer support experience I received. I cannot and will not support a game that treats its customers like trash and that goes for both my online presence in the game and my wallet.
As a player who hardly ever gets time to play the chances of me obtaining a legendary card were slim to none, so when the new package came out I purchased one and got my priest a nice DL Nuale card. Clicking through the items in my inventory I accidentally opened the “Class EXP Card Box” which expanded into a set of Class EXP cards. As my priest is max level these are obviously useless, not to mention that having a lvl 400 exp card without the matching class exp cards is kind of stupid.
NOTE: All items in the package are capable of team storage. The mistake here is that I opened the box by accident instead of depositing the item.
So naturally as any customer would when mistakes happen I reached out to customer support. The representative replied that they are unable to do that as the Class EXP Cards are character bound. We already know this so I try to reply where I discover that there is no reply button on the support site (who left that feature out?).
Having experience in customer support I copy the body of the previous ticket into a new ticket and resubmit the ticket pointing out that the box in its box form is capable of team storage and pointing out that the lvl 400 exp card is in my team storage as we speak.
The representative replies back with the same information and advises me to be careful in the future and notes that restoring the items would be unfair to other players. At this point I am frustrated not only does this representative not understand what it is that I am asking but I have to copy the body of this ticket and create a new ticket to reply.
Once again i create a reply explaining the situation as clearly as possible and providing 5 potential solutions to resolve this issue. The representative replies back with the same information and has the audacity to advise me to be careful.
What I have learned coming out of this customer support interaction is that the staff don’t care about their players. There is no reply button on the support portal because they don’t want a reply, the staff are ok with treating their customers like trash and praying that they will stay.
This post here is a last ditch effort to get this issue resolved and keep me from quitting. However that is a temporary fix to a much bigger problem. The fact that I even have to make a forum post and essentially make my story public instead of it being resolved in private is an indicator of that. This is my first major issue with support, how long before the next mistake happens? Will the support portal still have no reply button when that time comes? Might be here to find out and might not who knows.
@STAFF_William has reached out to me and has resolved the issue. The customer support experience received was great and I hope that he passes some of his skills off to those CSRs working on the tickets. My faith in humanity = restored.