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Funcom Customer Service

Vanguard008Vanguard008 Scarborough, ONPosts: 22Member

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.

__________________________________________________ _____________

Greetings!



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.



Regards,



GM-XXXXX - XXXXX

Senior CSR/Quality Review Specialist

Account Recovery Specialist

http://www.ageofconan.com

http://www.anarchy-online.com

http://www.darkdaysarecoming.com

__________________________________________________ _________

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

account bound.



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 feedback@funcom.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.

Comments

  • OzivoisOzivois Phoenix, AZPosts: 598Member

    Seems like you got some pretty fair responses from Funcom.  They probably get dozens upon dozens of requests like this from people trying to work the system so they have these policies in place.

  • ElsaboltsElsabolts Anderson, InPosts: 2,597Member Uncommon

    I got a perma ban for asking when Bar Room Brawling was gonna be in. Funcom has alot of problems then and now.

    image

  • Cthulhu23Cthulhu23 Tempe, AZPosts: 994Member

    Originally posted by Ozivois

    Seems like you got some pretty fair responses from Funcom.  They probably get dozens upon dozens of requests like this from people trying to work the system so they have these policies in place.

    A fair response would have been just to give him what he asked for and kept his business.  First of all, he said he's a paying customer.  Secondly, he's obviously willing to spend money on cash shop items.  Despite what the representative said, there is no way they were telling the truth when they said they cannot switch the items over to the intended character.  At the very least, they could have refunded him the money and let him repurchase for the correct character.  And it wouldn't have cost them a penny to do so.  Instead, it costed them a paying customer and future revenue.  It never ceases to amaze me why companies won't just look at it from a cost/profit point of view, instead of being so determined that they don't get swindled by the people who play their game.  They lost out money on this deal by the way they treated the customer.  And it didn't have to be that way.  The could have used it as an opportunity to show the OP what great customer service is all about, and as a result kept him as a customer for a long time.  

  • Vanguard008Vanguard008 Scarborough, ONPosts: 22Member

    Funcom as broken NA servers with their new patch, so this type of item shop problem as occured with majority of the clients who use this service.  This post is just one that I have managed to read before it got deleted from the Funcom Age of Conan forums.  For those of you who feel Funcom is in the right even if they have created the current problems, I feel sorry for you. 

    You have never experienced good customer service and failed to learn what bad customer service is.

    Have fun with the games you play.

  • OzivoisOzivois Phoenix, AZPosts: 598Member

    Originally posted by Vanguard008

    Funcom as broken NA servers with their new patch, so this type of item shop problem as occured with majority of the clients who use this service.  This post is just one that I have managed to read before it got deleted from the Funcom Age of Conan forums.  For those of you who feel Funcom is in the right even if they have created the current problems, I feel sorry for you. 

    You have never experienced good customer service and failed to learn what bad customer service is.

    Have fun with the games you play.

    So this didn't happen to OP?

  • FC-FamineFC-Famine Funcom Community Manager Durham, NCPosts: 278Member

    Heya,

    I just wanted to mention that your post was not deleted from the forums, it was closed - http://forums.ageofconan.com/showthread.php?t=239612

    We do not delete threads from the forums. We may move them to a moderated section depending on the case. Your issue however, like many others relating to private account matters from customer services, are always closed on the official forums. The reason for this is because customer service does not provide in-game or account related support on the official forums. We instead, close threads on support related issues like those to direct matters to support directly. Otherwise, it would just turn into a big venting thread where no resolution can be found other than others chiming in with assumptions from one side of the story (as stated in the forum rules).

    I will take a look at this matter tomorrow morning and see what I can do. I did see your emails on the issue and it does seem the policy is to verfy a mistake happened. In this case, the verification of a mistake happening cannot be proven as it was due to lag. Timestamp wise, it's hard to detect lag if they are like it was said, one after the other. However, I can't see why we couldn't assist more with the refund if it's in your inbox either. I will surely check on that because if it's in your inbox, it shouldn't be character bound unless you went and picked up the items on your other character and soul bound them and it was not clarified from our end that's why we can't assist there.

    I'll poke ya with your ticket on my findings for you tomorrow EST time.

    Glen ''Famine'' Swan
    Senior Assistant Community Manager - Funcom

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