112474-awful-customer-support

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I've been playing this game from the beginning. I've been hyped about it, I've gotten others hyped, I've gotten others into the game. I contribute to the forums, to tank builds on wsbase, and I run a hardcore raiding guild. Our guild has collectively spent about $1000 on transfers, name changes, etc.
 
Yesterday, as I was booting inactive players from our guild, someone decided to log off (totally harmless, normally). It shifted the list I was working with (due to the horrible guild interface), and the end result was that I deleted our guild - there was no confirmation button at all. When I try to add someone as a friend it double checks to make sure that that is what I want to do, but deleting our guild? Nah, that doesn't need a confirmation button. We are on the verge of getting Ohmna down so this is a fairly critical point for our guild, but I didn't panic (too much), because I had faith that the customer support would easily be able to rectify the situation.
 
That was obviously a mistake. I woke up this morning to this garbage in my inbox:
 
"Unfortunately, as much as we would like to help you. Game Support does not have an option to restore deleted guilds. However, if you would like to see such a service, please be sure to post your ideas or suggestions on the WildStar forums."
 
Well here I am, suggesting it in the *cupcake*ing forums. Why is it that every ticket that I open results in this *cupcake*ing message, even a ticket that is as important and as easy to fix as "restore our guild"?!? Carbine/NCSoft, you either need to hire real customer support, or you need to give these people the tools to be able to do something as simple as this. I'm already incapable of reaching anyone via the phone, so at least make the e-mail correspondence worth my time.
 
So now, we're at an impasse. All I can do is either wait for this thread on the *cupcake*ing forums to receive some sort of attention (which will almost certainly not happen) or create a new guild. While creating a new guild sounds like the obvious solution, it is terrible for a hardcore guild, as it will destroy our Wildstar Progress, it will destroy our logs, it will destroy our influence related perks (again, since we had to rebuild it after a transfer), and it will even force us to change our name, as someone on the server thought it would be funny to quickly register our name (plus, with the Megaservers going up soon, our name will be gone, even though we registered it during the pre-launch name reservation event). In other words, we would have to start all over again.
 
All because of the incompetence of Carbine/NCSoft's customer support. I've loved this game from the beginning, and I still love this game, but issues like this really shake my faith.	
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I....wow. :(
 
I hope they are able to restore your guild and that they add a fix for this. Good luck	
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. Why is it that every ticket that I open results in this *cupcake*ing message, even a ticket that is as important and as easy to fix as "restore our guild"?!? Carbine/NCSoft, you either need to hire real customer support, or you need to give these people the tools to be able to do something as simple as this. I'm already incapable of reaching anyone via the phone, so at least make the e-mail correspondence worth my time.
 
 
All because of the incompetence of Carbine/NCSoft's customer support. I've loved this game from the beginning, and I still love this game, but issues like this really shake my faith.
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Well, if there is no in game method available to restore a guild, then it isn't an easy fix is it?  It's a fix that would require jumping into their way-back machine, producing code that would allow this sort of thing and implementing it before you delted your own guild.
 
I would say that the incompetence lies in the fact that you deleted your guild.  Support didn't do anything but answer your inquiry in a timely manner and provide the support that the game physically allows.
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So in your opinion the fact that everything jumped around when one person logged off is fine, along with the fact that there is no confirmation for guild deletion? Guild deletion is a pretty big decision and definitely deserves some sort of confirmation before proceeding.
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So in your opinion the fact that everything jumped around when one person logged off is fine, along with the fact that there is no confirmation for guild deletion? Guild deletion is a pretty big decision and definitely deserves some sort of confirmation before proceeding.
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Well of course that's not acceptable, but you tell me...  What does that have to do with "Customer Service".   Customer service is just the poor a-hole that has to tell them that they can't fix a development issue.
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Well of course that's not acceptable, but you tell me...  What does that have to do with "Customer Service".   Customer service is just the poor a-hole that has to tell them that they can't fix a development issue.
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 "We currently have no fix for this situation, however we will investigate this further and try to work on a possible solution". 
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Edit: Also, I'm not an expert on this, but aren't there some sort of back up databases or something?
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Yea, I understand what you're saying that they can't do anything themselves, it just seems to me that they way they worded their reply is very dismissive. Sorry but that's just how I feel.Why not word it in a way (and actually act on it too of course) that will indicate that they will pass this issue on to developers and that it will be investigated further.
 
I don't know, just coming from some service/tech support background I'm used to trying to communicate a less dismissive answer and present my answer in a way that indicates that I actually TRIED to do something.
Sorry I'm not trying to attack anyone and for all I know CS really doesn't have any pull whatsoever and their hands are truly tied.
 
Also sorry for all the sorries. I'm Canadian.
 
 
Sorry	
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			Even I'm not cool with this. Please find a way to fix this Carbine.	
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How did this happen again? I've made and deleted quite a few guilds and I have always gotten a confirmation message asking if I am sure. The button is also nowhere in the list of people, so I don't get the list shifting part.
 
However, I could be completely off here and I am truely sorry that this has happened to you. I am just curious as to how it actually happened, as when I play it out in my head it doesn't seem right.	
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This sort of issue can't be all that hard to address.
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You deleted your guild, and its carbines fault.
 
 
Nice!	
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You deleted your guild, and its carbines fault.
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Normally I'd agree, but...
 
If it's easy to miss click on the delete guild button, and if there's no confirmation prompt when you click on it. Then yeah that is Carbines fault.
 
I haven't created let alone deleted a guild, so I don't know what the process is like, but I find it a bit shocking if it's that easy considering what you have to do to delete a character. Deleting a guild should require the same steps as a character really.
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The Disband button has a confirmation prompt when you click it.
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Hey Folks,
 
Just to be clear. Game Support is not currently able to un-delete guilds. The tech does not exist in anyway. We are working with the network and design teams to try and find future solutions to this issue but currently, there is nothing we can do.
 
I am sorry that this happened and I wish there was a different solution.	
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			That sucks OP.  I know that that had happened to the guild I'm currently in, Ansible, when our GL was also the leader of a circle.  There was a bug when he deleted the circle it deleted the guild since he was the leader of both...  It's since been fixed and doesn't bug like that any longer, but we had to rebuild from the ground up and reacquire all our influence, re-unlock things, etc, etc, etc.  You are not alone in having to start from scratch.	
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Hey Folks,
 
Just to be clear. Game Support is not currently able to un-delete guilds. The tech does not exist in anyway. We are working with the network and design teams to try and find future solutions to this issue but currently, there is nothing we can do.
 
I am sorry that this happened and I wish there was a different solution.
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beattlebilly, curious... When you deleted the guild, was it something that seemed like it would be easy to miss click, when you're trying to remove a member?
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Clearly you have no idea how hard this is. It's not as simple as /restore <guild name> and done. In fact no one but someone at Carbine would have any idea how easy or hard this is, because only they have access to the DB itself, and can see what would be required to restore the missing data, and not break anything in the process.
 
That said, your rant about CS is pointing at the wrong people, CS can only do what ever Carbine gives them the tools to do. It's not like any of them are DB Admin's or coders or anything else.
 
Perhaps someone from Carbine will see this and find a way to restore your guild, I'd like to see that myself. If there's no confirmation request then that is truly bad UI design. Regardless of where the button is, there should be a confirmation prompt, even something that has you type in a name, same as when you delete a character.
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			Now I really want to know how OP accidentally deleted his guild. He says someone logged off and "It shifted the list I was working with". It's not like the disband button is in the list itself, so someone logging off wouldn't change the placement of the disband button, unless the entire Guild window shifted. I've seen a lot of bugs in wildstar, but I haven't seen windows randomly move around (although anything is possible). And even if that did happen, either he also had the disband confirmation window open at the time, or a simultaneous skip the confirmation button bug occurred on top of the window shifty bug. Is it possible that OP booted the guild leader and that caused the guild to disband? Or maybe using some guild UI addon?	
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I created a guild just to test this.  The Disband button has a confirmation prompt when you click it.  I don't know, maybe it bugged out on him or he wasn't paying attention to what button he actually clicked.
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Now I really want to know how OP accidentally deleted his guild. He says someone logged off and "It shifted the list I was working with". It's not like the disband button is in the list itself, so someone logging off wouldn't change the placement of the disband button, unless the entire Guild window shifted. I've seen a lot of bugs in wildstar, but I haven't seen windows randomly move around (although anything is possible). And even if that did happen, either he also had the disband confirmation window open at the time, or a simultaneous skip the confirmation button bug occurred on top of the window shifty bug. Is it possible that OP booted the guild leader and that caused the guild to disband? Or maybe using some guild UI addon?
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Thanks for all the responses everyone. I'm almost entirely positive that I had no confirmation button when I deleted the guild, and 2 other GMs on my server had similar experiences. That being said I was in the process of kicking inactive players, so there is a very small likelihood that I simply saw the exact same confirmation window and clicked yes, but I find that very unlikely because I tend to be an attentive person. If this is the case, though, it goes without saying that the kick confirmation window and the guild disband confirmation window should have two entirely different confirmation windows, and if it were me the guild disband option would be a multi-step process, particularly if it's an action that can't be reversed at the moment. As for the login/log off list moving thing: it actually moves my window, which I think is because I play with a relatively small resolution. It's probably the most irritating thing I've ever come across in a UI, not to mention the fact that the entire guild list shifts around.
 
@Mr. Smiley: Thank you very much for the official response, but I find that incredible, to be entirely frank. Is there not even a way to restore influence, or to prioritize a guild name for the upcoming Megaserver merges? Some of those functions should be available on account of the Megaserver merges themselves, I would think...	
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The most plausible explanation is that OP was kicking members and accidentally hit the guild disband button; then not paying attention confirmed it believing it to be the member kick confirmation.
 
Simple solution: put the guild disband on a different tab than the roster
 
Simpler solution; pay attention when clicking	
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			As I've said, I'm almost 100% sure I didn't get a confirmation window, moreover two other GMs on my server have validated what I'm claiming here.	
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As I've said, I'm almost 100% sure I didn't get a confirmation window, moreover two other GMs on my server have validated what I'm claiming here.
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EDIT: People keep mentioning GM's... When did we get them? 
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It shouldn't be that hard to notice that it's guild masters what he mentioned.
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