136019-missing-4-months-signature-dj-decor-pet-title-and-support-is-useless-after-2-days

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Your support is worse than useless, actually, Carbine.  Here is the outrageous entry that Support has put on their site regarding missing loyalty rewards:
 
"Where are my loyalty point rewards?
Please be aware that you need to have paid for 95% of playtime since launch to qualify for the long term rewards. So far, we have found that people reporting this did not meet the 95% requirement."
 
1. The "known issues list" from which I extracted this was sent to me as a reply to my concern about lacking my loyalty rewards for subbing since May 2015.
2. Please note that this does not apply WHATSOEVER to my concern. "since launch" refers to qualifying for the mount, not my 4 months of signature, the DJ decor, etc.
3. Please note that they state "we have found that people reporting this..".  Except they never bothered to look or check anything on my account and gave a canned answer to check the known issues list which btw does not really include anything about my issue!
4. Please note that their stupid response was after 2+ days and having to poke Twitter to get them to even look at it.  Except they didn't really look at it!
 
Oh, I did not meet the 95% requirement for subbing before June 15, 2015?  Ahmmm, 3 boxes + 2 months subscription says the opposite!
Entries from your own account history contradicts the bullshit.
 
I waited 2 days to basically get a bullshit answer. Included below.
 
Hello there,
 
Thank you for contacting the WildStar Support Team.
 
I would like to let you know that with the re-release of WildStar we are aware of the issues affecting most players. We are constantly at work in order to resolve it. Here is the current list of the most common issues along with their current status.
 
https://support.wildstar-online.com/hc/en-us
 
Kindly check the support site from time to time, as we will be constantly updating the support site in the coming days.
 
Thank you for your patience and we apologize for the delay. If you have other concerns, please let us know.
 
Regards,
 
Willy
NCSOFT Support Team
 
Subscription(1 month)$14.99 (USD)PayPal
 Sep 24, 2015# 1997910
 Completed
 
Subscription(1 month)$14.99 (USD)PayPal
 May 29, 2015# 1741943
 Completed
  WildStar (US) - StandardYZS9G7LUTR6R9GQSN53T  Jun 05, 2015
  
  WildStar (US) - StandardYZU8769XKAJY673YD2WG  Jun 05, 2015
  
  WildStar (US) - StandardZAT3PP3RKY4555XVJQN2  Jun 05, 2015
  
			
				
	Edited October 2, 2015 by DeaHamlet	
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			ok so after using your free 30days of play with box purchase guess what? you're paying subscription started AFTER june 15 sorry bro	
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			I'm missing it too...I send a ticket but not answer, not even a copy-paste one. I though give them some time since there's a lot of problem with the server but a real answer would be good	
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Uh - oh
 
/hides	
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ok so after using your free 30days of play with box purchase guess what? you're paying subscription started AFTER june 15 sorry bro
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			I am pretty sure Carbine is not going to reply here just like how they will not reply on threads where some people have caught their bullshit. 	
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I am pretty sure Carbine is not going to reply here just like how they will not reply on threads where some people have caught their bullshit. 
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Or perhaps they're busy dealing with the login issues, character creation issues, and the queue times to worry about people not getting things.
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Thank you for posting this, Dea. I was extremely worried something like this was going to happen. I believe their support site is trying to change their policy to say that you have to have subbed 95% since their first launch to qualify for these rewards. But I remember the website saying something different. I took some screenshots this morning of the page that stated the policy. I need to highlight the important parts and I will make a post here comparing their support page and one of the first news announcements about these rewards.
 
I was planning on staying loyal to WildStar for a long time, but if they are going to cheat us out of this I may actually quit the game. I don't mind waiting for these rewards. Like if they need to wait a month or something before they give them to us, I am okay with that. But if they are flat out not giving them to us, I will be very angry.	
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Or perhaps they're busy dealing with the login issues, character creation issues, and the queue times to worry about people not getting things.
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i am going to agree with you. no offense to the OP. but people not being able to play the game is a larger issue than him not getting some bonuses for being subscribed this whole time
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			i can read but i bet Carbine used your 30 free days of play with box purchase on June 5th and reapplied that free time back to May 29. because wheres your original box purchase from 2014 brother? they wouldnt just take money 1st if there no box puchase and prior to f2p YOU HAD TO BUY THE BOX TO PLAY. where's your account info prior to may 29 2015? 	
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Account issues such as missing 4 months of Signature are pretty darn important.
Also people who work support/access accounts do not code or handle network hardware last I checked.
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I have similar problem as OP, but I even wrote in my ticket that they should prioritise other tickets because it's really a non-issue in the grand scheme of things. 
Posted it 3 days ago and no answer yet. I don't care when they get to it, but I do care whether it's gonna be an automated response or a genuine one. 
			
				
	Edited October 3, 2015 by Razhork	
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i can read but i bet Carbine used your 30 free days of play with box purchase on June 5th and reapplied that free time back to May 29. because wheres your original box purchase from 2014 brother? they wouldnt just take money 1st if there no box puchase and prior to f2p YOU HAD TO BUY THE BOX TO PLAY. where's your account info prior to may 29 2015? 
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			aight you have payment slips from either bank or cc... im not being a smart ass im playine carbines lawyer ...
			
				
	Edited October 3, 2015 by BusterCasey
	
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Okay, I'm back and have the images. I would like to note that I don't mind if they delay giving me the rewards until like a month later or something. I like to think Dea has similar feelings as me but I can't guarantee that. I don't mind a delay in rewards as long as they will give them to us after the servers stabilize. I am using links because the pictures are kinda big.
 
http://d3gav1cyqo26j9.cloudfront.net/uploads/pictures/13/10/560f1d6b09126.jpg This is what their support page says about the Loyalty Reward policy right now. I included the date at the bottom in case they decide to edit this. You can go here, to see what they are saying right now. I am fairly certain they might have changed their policy, but I'm hoping that this is just referring to all the Loyalty rewards and not the ones we get for simply subbing from June 15th through Free To Play.
 
http://d3gav1cyqo26j9.cloudfront.net/uploads/pictures/13/10/560f1ce861b50.jpg This is an image of what they posted on May 28th, 2015 about their Loyalty Reward policy. The part I boxed explicitly says that subscribers like Dea and I will get everything but the mount and title for maintaining a subscription from June 15th through Free To Play. I also noted the date and time I took the screenshot in case someone tries to edit this to reflect a new policy. You can find the link to this page here.
 
As for my own personal situation, I bought a 3 month subscription on April 16th which would expire on July 16th. I renewed my subscription with box copies on July 11th and have been subbed through Free To Play. I am subbed until next year. I can provide proof of all of this with emails but I am scared that they are going to try and weasel their way out of this by using the Support page policy.	
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Okay, I'm back and have the images. I would like to note that I don't mind if they delay giving me the rewards until like a month later or something. I like to think Dea has similar feelings as me but I can't guarantee that. I don't mind a delay in rewards as long as they will give them to us after the servers stabilize. I am using links because the pictures are kinda big.
 
http://d3gav1cyqo26j9.cloudfront.net/uploads/pictures/13/10/560f1d6b09126.jpg This is what their support page says about the Loyalty Reward policy right now. I included the date at the bottom in case they decide to edit this. You can go here, to see what they are saying right now. I am fairly certain they might have changed their policy, but I'm hoping that this is just referring to all the Loyalty rewards and not the ones we get for simply subbing from June 15th through Free To Play.
 
http://d3gav1cyqo26j9.cloudfront.net/uploads/pictures/13/10/560f1ce861b50.jpg This is an image of what they posted on May 28th, 2015 about their Loyalty Reward policy. The part I boxed explicitly says that subscribers like Dea and I will get everything but the mount and title for maintaining a subscription from June 15th through Free To Play. I also noted the date and time I took the screenshot in case someone tries to edit this to reflect a new policy. You can find the link to this page here.
 
As for my own personal situation, I bought a 3 month subscription on April 16th which would expire on July 16th. I renewed my subscription with box copies on July 11th and have been subbed through Free To Play. I am subbed until next year. I can provide proof of all of this with emails but I am scared that they are going to try and weasel their way out of this by using the Support page policy.
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Very clear post, thanx!
 
I think their automatic system doesn't register box copies as continuous subscription... Everyone I heard from so far with this issue bought boxes. 
o.O
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oi vey....I'm sorry to hear that Dae. It looks clear to me you should have qualified and my only guess is that because it's something effecting multiple people it's something that the actual devs will need to resolve. IT could be that something isn't being picked up correctly and that technical work needs to be done for all effected.
 
EDIT(kinda, cause i saw you folks posted whjil i was typing): It could be the box purchases are not being picked up right as you suspect.
On a good note the support response doesn't necessarily say you're ineligible. I think that they've actually responded to some people that they weren't. So I think it's probably something beyond supports scope.
 
 
Hope things get fixed for you guys!	
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Did either of you actually make a mention of having subbed from June 15 till September, and so qualify for some rewards? Don't forget, this isn't Carbine support you're talking to, its NCSoft Support who are merely assigned to deal with W* tickets. It is entirely possible that they assume that you (along with hundreds of other people wanting free stuff) are referring to being subscribed since the first launch and then want your rewards. I know it is frustrating, but I would suggest creating a new ticket (or updating your current ones, if you have any) to let NCSoft support know about that little stipulation-- that those subbed from June until September are deserving of those rewards.
 
 
Granted, some of this may be Carbine's fault because their in-game systems did not register the fact that you were subbed for the required time period, but at the same time Carbine really doesn't deal with the billing aspect of their game, either. That's all on NCSoft. So something in their billing system failed to recognize that you were subbed for the required time frame-- And in Dea's case, a part of me things it might have been using the 30 day box subs, instead of a straight up recurring subscription. I'm not saying you're in the wrong, but doing it that way may have been enough to confuse the system in place to check for eligibility. We're only human, after all. It is entirely possible that they didn't anticipate a player doing things this way. The "cut-and-paste" quality of the response suggests that NCSoft Support have had a lot of claims from players who didn't meet the time frame but want freebies. The only thing I can think of to get them to actually look at your account would be to point out the entire stipulation in a ticket, or even over the phone if you can go that route. Judging by what their FAQ about the whole thing suggests, they're just assuming every ticket that has the same sort of "problem" is referring to being subbed since launch and not since June.
 
 
Honestly, I'd say you shouldn't be in any rush to get this fixed, as this is the second day straight of 90% of players being stuck in the character screen loop. Either way, hope you do get this fixed.
			
				
	Edited October 3, 2015 by Memory Mirror	
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That's a pretty terrible response you got from support Dea. I get that they are under pressure, but it is better if they respond properly, even if it means a longer wait for resolution, than just fobbing players off with canned responses.
 
I'm still waiting for my ticket to be answered (approaching 4 days now). I don't mind waiting if I'll get a considered response and the matter resolved properly. If I get fobbed off with a canned response I'm going to go bananas. I'm not that bothered about a pet and some title I'll likely never use, but missing out on 4 months of signature (for which I am 100% eligible) would be a big issue for me.
 
If it helps, here's the link to the web page they published about the Player Appreciation Rewards. There's no reference to 95% on that page - I assume this is something that's been added later to allow some grace for small billing lapses. However, the only rewards that need a constantly maintained sub are the Ikthian Crawler Mount and Living Legend title. Everything else just needed a sub to be maintained from June 15th 2015.	
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Unfortunately I think those that have this problem will have to suffer through the automated support responses and keep poking them to get to an actual person, and with the issues from the re-launch it's probably going to take a while.  I'd take what Spider Bro provided and archive them somehow, because I have a sinking feeling this may be a deleted thread soon(but I hope I'm wrong and this stays up and glaring in their faces).
 
Side note: Spider, every time I see your name I can't help but think of a Drider running through the Whelps LOL
			
				
	Edited October 3, 2015 by beattlebilly	
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Did either of you actually make a mention of having subbed from June 15 till September, and so qualify for some rewards? 
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Here, I think I gave them all the details... Do let me know if you think I wasn't clear.
 
MISSING TITLES AND ITEM REWARDS FOR SUBSCRIBING SINCE MAY 2015
 
Avatar
DeaHamlet Wednesday at 04:51
I am missing the DJ house item and the pet rewarded for subscribing since before June 15 without lapse. I bought 3 physical boxes + paid 2 months of sub since May 2015 so I should definitely have gotten those items.
I can also not tell if I have the promised signature months added to my account, I don't see any way to check! I definitely do not have the title Nexus Loyalist so I'm fairly certain I don't have 4 months of signature left.
The renewal date on the account page is Oct 27 and I paid on Sep 24.
 
See below for details on what I am entitled and have not received:
"Additionally, as a reward to those who were continuous subscribers from WildStar’s launch until the transition to free-to-play, we’re giving away an exclusive Ikthian Crawler mount, an exclusive DJ Caretaker housing décor item, a Disco Snoglug companion pet, a new housing music track, four months of Signature service, and two new titles: “Living Legend” and “Nexus Loyalist.” These bonuses will be granted to these players on September 29, 2015.
If you missed out on launch, but you maintain your subscription from June 15 until launch on September 29, you’ll receive everything except for the Ikthian Crawler mount and “Living Legend” title."
 
Thank you. 
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Did either of you actually make a mention of having subbed from June 15 till September, and so qualify for some rewards? Don't forget, this isn't Carbine support you're talking to, its NCSoft Support who are merely assigned to deal with W* tickets. It is entirely possible that they assume that you (along with hundreds of other people wanting free stuff) are referring to being subscribed since the first launch and then want your rewards. I know it is frustrating, but I would suggest creating a new ticket (or updating your current ones, if you have any) to let NCSoft support know about that little stipulation-- that those subbed from June until September are deserving of those rewards.
 
 
Granted, some of this may be Carbine's fault because their in-game systems did not register the fact that you were subbed for the required time period, but at the same time Carbine really doesn't deal with the billing aspect of their game, either. That's all on NCSoft. So something in their billing system failed to recognize that you were subbed for the required time frame-- And in Dea's case, a part of me things it might have been using the 30 day box subs, instead of a straight up recurring subscription. I'm not saying you're in the wrong, but doing it that way may have been enough to confuse the system in place to check for eligibility. We're only human, after all. It is entirely possible that they didn't anticipate a player doing things this way. The "cut-and-paste" quality of the response suggests that NCSoft Support have had a lot of claims from players who didn't meet the time frame but want freebies. The only thing I can think of to get them to actually look at your account would be to point out the entire stipulation in a ticket, or even over the phone if you can go that route. Judging by what their FAQ about the whole thing suggests, they're just assuming every ticket that has the same sort of "problem" is referring to being subbed since launch and not since June.
 
 
Honestly, I'd say you shouldn't be in any rush to get this fixed, as this is the second day straight of 90% of players being stuck in the character screen loop. Either way, hope you do get this fixed.
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			I never used any box codes and I'm still missing my rewards, so that is not the issue. I bought a yearly subscription when the game launched and then I switched to a monthly while the yearly was still active.	
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			I've been subscribed since launch and received all the awards except the mount and living legend title. My ticket got a response 2 days but it was a generic one. I've had no lapses and applied 3 box codes and upgraded to deluxe. Idk what's going on but hopefully the will get it sorted out when the dust settles	
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I think their automatic system doesn't register box copies as continuous subscription... Everyone I heard from so far with this issue bought boxes. 
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 Well considering how my situation has been handled after winning the signed music cd never recieving it telling one of the devs about it.. and no responce after over a month.. than watching todays live stream and one of the devs is oh yea we still gotta send out that picture that guy won.. only tells me how much they really care about handling their customers.. so expect hanging on the monkey bars for a while till someone feels motivated to take care of it. I give carbine an F- on customer support and an A+ on their game...Ive seen burger joints do a better job on their customer service.
 
Im not trying to harp on carbine it is what it is.. but i am being a straight shooter about it.	
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I resubbed in time for the rewards as well, not with CREDD or boxes, but with credit card payments, and I have yet to receive my rewards either. I'm thinking it's not to do with method of adding sub time.
 
I hope they sort this out quickly. On my account page it says I am a free user but that I still have a recurring subscription... Which is impossible. Kind of a mess I'd like to have sorted before the next payment comes in, as there's no way to cancel when I'm marked as a "free" user.	
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			um idk if anyone pointed this out, but the free month with ur box purchases does NOT count as a sub. credd does but not the free 30 days... however this loyalty rewards thing is ALL *cupcake*ED, i have been subbed since march all the way thru, using credd and before the june f2p launch announcement i did let my time lapse for a partial day (just used the credd when i logged in and time was out, but i play everyday pretty much) but since june i cashed in 3-4 credds all at once and my sub has not lapsed once since 6-15. and i did not recieve the loyalty rewards either, a lot of ppl are missing these actually.	
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			I have the game box version and my character slots vanished for 2 days.  I had 2 not 12. 
			
				
	Edited October 4, 2015 by Cubical	
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I bought my copy of Wildstar digitally and, upon hearing about the free to play transition, have kept my subscription going from June 5th to now.
 
I also don't have the DJ house item, the pet, or the title.
 
Something got botched somewhere.	
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same here: active subscription from 15.6. - 2.10.2015. Got nothing at all! Wrote support 3 times. said I didnt have 95% of active gametime since game launch, year I know, I dont care -.-
Seems no one has ever heard about this, even if its clearly posted on their page :angry:	
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Been having some problems getting my crawler mount. Initially I was concerned I did not qualify however support cleared this up stating that I indeed did. Yet after the games launch I did not receive it and yet another representative told me I did not.
 
Things seem a little hectic right now. My money is on them being outright overwhelmed with the influx of F2P players sending in tickets en masse. Odds are we will have to wait until things settle to get clearer more concise answers. Rather than the back-and-forth I have seen for example.
 
...I really hope I get my mount.	
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...I really hope I get my mount.
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			Good to see you again DEA, hope everything works out.	
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I subbed since May, 2015 continuously without a lapse and I used a regular credit card for the payments, not CREDD or box codes.  I have not received my Player Appreciation rewards either.  So it looks like it is not an issue with box code usage, at least not in my case.  It seems their system just got screwed up somewhere.  I have received a response to my ticket, simply saying, "We are aware of the issue and our Development Team is working on a fix.  Keep an eye on our Forum Posts and the game updates section of the forums to see if a fix is upcoming." 
 
So, hopefully they will sort it out.  I am rather annoyed at not having the 4 months of Signature Service, as that is kind of a big deal.	
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https://forums.wildstar-online.com/forums/index.php?/topic/134732-so-who-didnt-get-their-rewards-dj-caretaker-disco-snoglug-4-months-signature/page-4
 
Similar discussion, with a dev posts saying they are working on giving those missing rewards to those who are eligable but somehow missed them! Thought I'd inform you guys so there's not much different threads of this discussion going on :)	
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