Hello,
Decided to write this on the forums, almost a month after I first contacted support, to give some feedback and express some concerns I have regarding your support.
The 6th of september, I submitted a ticket ([Incident:120906-001736]), which – first of all – I did not receive a response to til the 25th. Further, this ticket has now been marked as “resolved” twice in a row, after sending out an automated message which had nothing to do with the actual issue at hand, nor resolved it whatsoever. The first time I received this message, I did respond and stated that the autoreply and suggested solution did not work.
What happened was, me and my boyfriend both used our Tome of Influence, however, as we did, no influence went into the guild we were representing at the time nor did it appear in the History that we contributed the 1000 influence each. Hence, I submitted a ticket.
The reply I got 3 days ago basically was the automated reply concerning re-distribution about the items, etc, etc, stating they had send out the items the 21st. Having played over the weekend we noticed no such thing, and surely enough, when we logged in we saw no trace of any redistribution.
So I updated the ticket and let them know that there were no items that had been redistributed nor that the actual receiving of the items were ever the issue. Today I woke up to find the exact same auto-reply, stating the items were redistrubuted the 27th; my boyfriend got his but I did not get mine. He tried to use the Tome, and of course, it states he is either not representing or have used it already.
I’ve said several times that you are more than welcome to look into our accounts and guild history to see we are not lying about this – the fact that, yes, we got the item and we used it, but it did nothing!
We have since – being almost a month later – moved server and created a new guild, however, the original guild and info can be found in my ticket so it’d be easy to verify and look into the information we gave you.
What frustrates me the most, other than the fact that we actually payed for the items (including the Tome), is the lack of responsiveness to the actual issue at hand. If the influence had been given to our old guild at our old server – fine, at least we know you looked into the issue and fixed it, even if we are on a new server with a new guild. Instead we got thrown in the category of “lost items” and had them retriggered for us (which, by the way, did not work for me).
So I suppose I submit this out of frustration and a hope that this will be noted and that there will be more care in the future to help people with their tickets. I understand that this is a free game after the initial purchase, so there will not be a support team on standby like in some pay-to-play games; however, my boyfriend has purchased gems and we both consider getting more, and we did pay for the Tome of Influence, amongst other Deluxe items… so having some sort of basic support for something we payed for would be nice.