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TSW Horror Story );

RenoakuRenoaku Posts: 1,005Member Uncommon

So I haven't actually played the game since release, however I tried to order the game from FunCom through PayPal and so I sit there waiting it says processing, and Attention, and I wait 1-2 hours game the didn't process, so I just remove my information said screw this, and cancel my order, well actually wait there is no cancel order button, so I just deleted all payment methods and cancel with paypal.

So I go over to EA, and I buy the game from there and it goes through in about 10 Seconds I have my preorder kitty, and the game serial okay so now time to register on Funcom and play right?

Wrong, next I tried to register the code, and it only gives me the option to create a new account, and I played TSW Beta, no option to use the serial key on that account so instead I would have to have two TSW login names on the same master account.

So I submit a ticket because of the transaction not processing they ask me a question if I confirmed it with paypal,etc and I tried to reply, but when I reply to the email it tells me they don't accept emails so I have no way to respond to that ticket I have to submit another ticket, and in that other ticket I included a copy of the email responded a new ticket was created, and so finally now I got two tickets open, and am a totally confused kitty with a pancake on its head, and the GM just asks " Is there anything else I can help you with?" O.o Even more confused.

" Thank you for contacting Funcom Customer Service. We have received your request ticket and have given it the ID of "[Funcom Support #****]". Please include this ID in all future correspondence regarding this ticket. If you have any additional information to add to your ticket, please reply to this email.

In most cases you will get a personal email response from one of our representatives within one business day."

Well after I tried to reply back to their email aka my ticket I got this.

"Thank you for contacting Funcom Customer Service.

We no longer accept requests for support directly via email.

To open a help ticket please go to http://help.funcom.com." 

Okay so wait a minute, the original ticket says to reply to the email, and now it tells me to go to that website instead after I reply, I spend 2 hours just trying to play this frigging game this morning, and I can't play the game, and every time I submit a ticket it gets a new ticket ID no way to respond to my original ticket?

Okay so I submit a second ticket, and a GM Contacts me, is there anything else I can help you with today, and that is all they said?

So since I got a retail key instead, now I had to submit a 3rd ticket, so that they can apply those keys to my account because their website wont let me apply them to my account because I played beta most likely and asks me to make another account under the same master account?

Way to go horror story O.o, would be nice if Funcom could actually provide a Better Ticket System!

Comments

  • huskie77huskie77 Nowhere, NEPosts: 354Member

    I feel for your frustration but you are not the typical experience since your issue was complicated by purchasing twice and being impatient. I understand your desire to jump in the game as soon as possible, but these are busy times at Funcom.

     

    Good luck.

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  • EladiEladi ArnhemPosts: 1,100Member Uncommon

     try Live chat  ?

    https://register.thesecretworld.com/account (little LIVE CHAT Button)

     

  • RenoakuRenoaku Posts: 1,005Member Uncommon

    Tried it and they told me they couldn't help to file the tickets sadly ); I wonder how long before I can plays TSW now ^^.

  • AnthonyMSAnthonyMS Crofton, MDPosts: 33Member

    Frankly, noone has played it since release because it's launching July 3rd and the Early Access started for me about 30 mins ago.

     

    Also, I preordered back in April,and it was a "Pending" transaction until it processed June 24. That was just the way it went for me. I'm afraid you spazzed out for nothing. Sorry, I don't know how to help you out otherwise.

  • huskie77huskie77 Nowhere, NEPosts: 354Member

    I've been playing since 8 am, 4.5 hours ago. Not sure what you are talking about.

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  • RenoakuRenoaku Posts: 1,005Member Uncommon
    Originally posted by AnthonyMS

    Frankly, noone has played it since release because it's launching July 3rd and the Early Access started for me about 30 mins ago.

    But This kitty wanted to be first to login to the server );...

  • msphinxmsphinx Colorado Springs, COPosts: 1Member

    He is not the only one with this horror story, I had the same issue.  Its stupid you cant cancel an order that failed.

    I tried to order the game thru funcom but my credit card company blocked the transaction as coming from China.  Tried live chat but they dont process thru China.  So I tried paypal, nope same issue.  Went to Origin and purchased the game. however cannot apply the code to my account even though the payment failed thru funcom the preorder is still there. 

    It wouldn't be that hard to let the customer cancel an order that failed, but I contacted live chat (again) and then had to submit a ticket.  They replied back "We cannot delete your account".  WHAT!?! I didnt say or want my account deleted. Back to live chat.  The GM there got my ticket to the right place and it got fixed finally, however my room mates account which never got paypal attached to it had the same issue and still is not fixed 3 days later. 

    So no this is probably not that rare an issue, everyone else probably just got irritated and canceled their order completely.

    p.s. dont get me started on the Origin nightmare.

  • UnshraUnshra Hanover, MDPosts: 382Member

    This was the same issue they had when the first started offering pre-orders, it was fixed in a couple of days and I was able to register using my close beta account but it's not too surprising that it creeped back in. Hopefully it wll get resolved for you sooner rather then later.

    image
    Because flying a Minmatar ship is like going down a flight of stairs on an office chair while firing an Uzi.

  • NailzzzNailzzz fullerton, CAPosts: 510Member Uncommon

         Actually my experience with funcom has been similar to the op's which is why ive cancelled both mine and my gf's preorder. I paid for both using the same card and directly through the tsw website. Interestingly enough, when i cancelled my preorder they sent me an email confirming the cancellation with a notification that my funds would be returned. When my gf did the same thing on the account i bought her, they sent her a notification telling her that the transaction was still pending and that they havent charged the card, despite the fact that the funds were transfered from my account.

         The whole reason we chose to cancel (despite having been previously excited enough about this to consider buying 2 lifetime subs) was when she tried to play the open beta, the game wouldnt let her in with with the account she created. When she tried to contact customer service, they also sent her the standard form email back asking her to fill out a satisfaction survey about how well they helped her despite not having helped her at all. She kept getting sent info back only relevant to Age of Conan which we have never played and had no accounts for. So yeah the terrible/non-existant customer service cost them at least $600 from myself alone. Shame too, i had enjoyed early closed beta. Admittedly i was less enthused with alot of the changes i saw implemented in the later beta's.

  • The_KorriganThe_Korrigan EastPosts: 2,630Member

    Typical Funcom - there have been similar issues during the Age of  Conan release... sorry it happened to you :(

    If you wonder why I don't answer your posts, it's most likely because you are on my block list - so don't waste your time.

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  • TalulaRoseTalulaRose Long Island, NYPosts: 480Member Uncommon
    Originally posted by The_Korrigan

    Typical Funcom - there have been similar issues during the Age of  Conan release... sorry it happened to you :(

    Many are playing with no issues. This is what you would cal atypical. Now get back to the GW2 forums.

  • xenogiasxenogias warsaw, INPosts: 1,926Member
    Originally posted by huskie77

    I feel for your frustration but you are not the typical experience since your issue was complicated by purchasing twice and being impatient. I understand your desire to jump in the game as soon as possible, but these are busy times at Funcom.

     

    Good luck.

    Impatient? How is it impatient to wait for an hour or two for an order to process with online billing? No, thats not impatient thats UNREASONABLE.

    Nor did he anywhere say buying 2 copies was the issue. He cancled the first try through paypal, meaning he never got the initial copy. What he said was he couldnt apply the code to his beta account.

    Being busy at funcom has NOTHING to do with his issue either. It wants you to reply to the ticket through email but when he does they say they are no longer accepting emails and he has to make another ticket? Thats a seriously screwed up and unreasonable way of doing things. A Gm contancts him Via email saying "how can I help you" but you cant reply? Completely stupid.

     

    So Huskie77, did you even bother to read his post? Or was this just a stupid response that has nothing to do with the post because someone said something bad about Funcom? Because not ONE thing you said in your post had ANYTHING to do with what issues he is having are.

  • The_KorriganThe_Korrigan EastPosts: 2,630Member
    Originally posted by TalulaRose
    Originally posted by The_Korrigan

    Typical Funcom - there have been similar issues during the Age of  Conan release... sorry it happened to you :(

    Many are playing with no issues. This is what you would cal atypical. Now get back to the GW2 forums.

    It's not because you are among the lucky ones that problems don't happen. And as I said, exactly the same kind of problems happened at Age of Conan release. It appears to me that Funcom didn't learn the lesson...

    About your little advice - I'm playing TSW right now (and for free =P) - I'm actually logged in the game as we speak - so I think I have the right to post on the game's forum too. Trust me, the minute I no longer play, I will also leave this forum. So may I return you a similar advice? "mind your own business and let people decide where they post as long as they respect the forum rules" ;)

    If you wonder why I don't answer your posts, it's most likely because you are on my block list - so don't waste your time.

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  • ZinzanZinzan NorthPosts: 1,351Member
    Originally posted by TalulaRose
    Originally posted by The_Korrigan

    Typical Funcom - there have been similar issues during the Age of  Conan release... sorry it happened to you :(

    Many are playing with no issues. This is what you would cal atypical. Now get back to the GW2 forums.

    It's typical for Funcom if you "played" AoC from launch, their customer support is frustratingly bad, always has been.

    Expresso gave me a Hearthstone beta key.....I'm so happy :)

  • MithrandolirMithrandolir The Deep Woods, NJPosts: 1,698Member Uncommon

    Dealing with Funcom can be a massive excercise in patience. After closed beta testing TSW I decided ti sidestep it, but I was there for AO and AoC launches and... I'm minus quite a few hairs becuase of them :)

     

  • negativf4kknegativf4kk WorthingPosts: 377Member Uncommon

    Ordered my from amazon today. Code came within minutes. Cheap, easy, and already playing .......

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