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Default EXTREMELY bad customer service just cost FC another player
I ordered some items from the cash shop (social armor. this particular day, they were having a lot of lag issues, and the shop kept signing me out. Maybe, 4-5 times this happened. Apparently, one of these times, when I signed back in, the cash shop signed me in to the toon at the top of the list, rather than the toon I was actually ON, and I did not notice. As a result, the armors I purchased were sent to another toon. These are the emails from Customer Support regarding the issue. NOTHING has been edited, changed, or deleted, except the names of the account, toons and GM involved.
I recently purchased several pieces of the Dune Warriors Social Armor for my character "XXXXX", while LOGGED on to said character. However, when I didn't receive the items, and contacted a GM, I was informed, that somehow, I was logged in to my character "XXXXX" in the STORE, while logged in to my character "XXXXX" in GAME, and that "XXXXXX" received the items.
I intended to purchase the pieces for "XXXXX", and I was told by the GM that you folks are the only ones who can reverse the purchase, or what ever you need to do, to get the purchased items to "XXXXX".
I am not sure how I was logged in to "XXXXX" in the store, while logged in to "XXXXX" in the game, I was not even aware that was possible, but it was not done on purpose. In the past, whenever I have purchased items in the store, they have always gone to the character that I was logged in to when I purchased them, and I assumed that was just how it worked.
Can you please remove the pieces from "XXXXX" inventory, and give them to "XXXXX"?
Also, I have 2 characters named "XXXXX", one on Tyranny, and one on Deathwish. I don't know which of these received said items, the GM didn't specify, and I am afraid to log in and look, as I don't want to receive an answer like "We are sorry, but you logged in to the character after the purchase, which finalized it, there is nothing we can do" or anything like that.
Thank you for your assistance in this matter.
Thank you for Contacting Funcom Customer Support!
Unfortunately, as social items are able to be used on all characters and
are character bound, not account bound, we are not able to move these
items. We show the items were purchased for the character, XXXXX and
were delivered to this character correctly.
I do apologize we are not able to assist, and I do appreciate your
patience with our current store policy.
If you have any further questions or concerns, please let me know.
GM-XXXXX - XXXXX
Senior CSR/Quality Review Specialist
Account Recovery Specialist
This is not acceptable. the items were only purchased for XXXXX accidentally, due to the server lag issues which were occurring, which were Funcom's fault. The store kept signing me out in the middle of my purchases, and the store auto-selected selected XXXXXX after I signed back in during one of these store disconnects, and I did not notice. I did not do it. I never intended for the purchases to be made for XXXXX, they were supposed to go to XXXXX, the character I was signed in to at the time. You will correct this issue, which was YOUR fault, or I will stop playing your game IMMEDIATELY, and you will lose me as a PAYING customer.
I can not verify any issues with the store at the time of your purchase.
As we do not have mass reports of players experiencing the same issue.
The time stamps show all items were purchased in less than one minute,
which would not indicate any store issues with lag with our store front.
We can not move social items, as all characters are able to use this
armor as there are no restrictions.
I do apologize that per policy these items are character bound, not
The store also verifies each purchase and which character will get the
item before "Confirm" is clicked by the customer. You successfully did
this five times for five different items.
Any further questions or feedback in regards to our store policy on
social items, please email email@example.com, but your request can not
be completed as the character is able to use the social armor that
correctly gained the items.
you just lost me as a player, and a customer. Goodbye. BAD CUSTOMER SERVICE IS BAD CUSTOMER SERVICE.The fact that you don't WANT to help me correct a simple issue, to make me happy, says a lot about you, and your company.
So... Maybe I did make a mistake of some sort. But there WERE lag issues with the store that day, and I DID have to sign in 4-5 times because the store kept signing me out. At any rate, why wouldn't they WANT to help me and just transfer the items to the requested character? I never even logged in to the toon that accidentally received the items, and i certainly didn't equip them on said toon...
It wasn't an idle threat. I am gone. I'm not even logging in one last time to say goodbye to my guild or give away my gold. I'm done. This was HORRID customer service, and I am not going to reward it by continuing to sub, or making any further purchases (I am a frequent user of the Cash Shop).
Be warned, if you didn't know already, they REALLY don't care about you as a customer.
I had to post this for anyone wanting to try a Funcom game. Posts like these are always deleted from forums which occur regularly, so I post it here so everyone can get a basic Idea of what you deal with playing a Funcom game.