108714-your-customer-service-is-horrid

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Yesterday I received a new phone due to my previous one having issues. Unfortunately, I forgot to deactivate the authenticator ahead of time, so now I'm unable to log-in to the game, since I no longer have the phone that the authenticator is linked to.
 
I put in a ticket for it about 21 hours ago, thinking it would be fixed quickly, since it's something that should only take 30 seconds or less to fix. 19 hours ago, one of your "agents" tells me that I need to tell him my date of birth so that the "investigation" can proceed. I emailed back the information literally 1 minute after he asked for it. 19 hours later, I haven't received a single response or update for something that should be trivial to fix.
 
NCSoft never fails to disappoint. 	
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			I tend to agree every ticket I ever put in has taken days before I hear back. I find this odd since when I played CoH/V the mods were always very quick with help.	
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For what it's worth, I've never heard back on any ticket I've submitted, not even ones I submitted on launch day.  Granted, I understand that the tickets were probably flowing in on launch, but I submitted one a few days ago about the Detonator Duplicates quest (you know, the one that halts progression for every PvE Dominion player) and haven't heard back anything.
 
I come to the forums to post bugs because I never hear anything in game.	
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Your customer service is horrid.
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			The CS is as bad as it was at the start of the release and it hasn't improved at all. Most of the time the replies aren't even helpful or even related to the topic in question. So they don't actually read the tickets thoroughly most of the time it seems. They had A LOT of feedback regarding this though and it's sad to see it hasn't improved.	
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The CS is as bad as it was at the start of the release and it hasn't improved at all. Most of the time the replies aren't even helpful or even related to the topic in question. So they don't actually read the tickets thoroughly most of the time it seems. They had A LOT of feedback regarding this though and it's sad to see it hasn't improved.
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Aaaaaaaaaaaaaand another hour goes by.
 
Triple A service for a Triple A MMO, amirite?	
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I had 6 email conversations with the customer support. In all of those conversations I got an answer within 2 hours. And the following mails in that conversations after they emailed me once regarding a certain problem usually was answered within 30 minutes.
 
But yeah mileage may vary.
@OP
hope your problem gets solved soon.
 
*edit*
 
 
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I'm not sure NCSoft will ever change their CS MO. They've been getting feedback on it since OG Lineage, and it hasn't changed a wink.
 
I don't condone, or suggest that their CS is great, or good, it's standard midline semi-automated CS, the pinnacle of mediocrity.... But I don't see that changing any time soon.
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			Why cant Carbine add a feature to your account page to break that link?  Must be some security measure they could add to remove the authenticator if needed, if anything it would free up CS wait times for other matters.	
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 If you where able to login to the forums you should be able to login to your ncsoft account i believe you can disable it from there...but i could be wrong on this
 
not sure if theres a way to put a new authenticator on once the old one is disabled...	
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Why cant Carbine add a feature to your account page to break that link?  Must be some security measure they could add to remove the authenticator if needed, if anything it would free up CS wait times for other matters.
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Dumb question, but did you submit the ticket to the correct area?  Which did you choose out of:
 
Account Issues
Report Player
Restoration (items, etc.)
Gameplay Issues
Technical Support
Billing Support
Serial Code Issues
 
And another dumb question, what would this fall under? :P  Account issues, Technical Support, or Serial Code issues?  	
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Looks like the NCSoft Gods decided to have mercy on me at the 23rd hour, and graced me with the 30 seconds necessary to take it off of my account.
 
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 If you where able to login to the forums you should be able to login to your ncsoft account i believe you can disable it from there...but i could be wrong on this
 
not sure if theres a way to put a new authenticator on once the old one is disabled...
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Wait....
Chua read correctly? 
Made drama because had to wait less then one day for CS to respond?
 
Human is new to game?
less then one day is lightspeed velocity for CS	
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Wait....
Chua read correctly? 
Made drama because had to wait less then one day for CS to respond?
 
Human is new to game?
less then one day is lightspeed velocity for CS
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Why cant Carbine add a feature to your account page to break that link?  Must be some security measure they could add to remove the authenticator if needed, if anything it would free up CS wait times for other matters.
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Hey There,
 
 
Current queue times are well under 24 hours. Can I have a ticket ID to follow up?	
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Hey There,
 
 
Current queue times are well under 24 hours. Can I have a ticket ID to follow up?
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			Didn't think they'd advocate THAT quick. :lol:	
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Hey again,
 
1511825  
There was some initial concern regarding your login history (due to the recent compromise). The ticket had to be escalated to a Tier two for verification and eventual release of your Authenticator (which should NOT be an easy process, unless of course you have access to it and can do it yourself) Your Authenticator was removed ~1 hour ago. I am not sure why there is a lag time between the last agent communication and the one that removed your Authenticator, so I will have to investigate more.
 
I would also like to advise you to not put in multiple tickets as they are simply merged into the ticket that is being worked on.	
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 I am not sure why there is a lag time between the last agent communication and the one that removed your Authenticator, so I will have to investigate more.
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i would like to second the opinion that your support is horrid. an actual human response seems to be a rarespawn on a random timer between 24 hours and never, and if you get a response, you go through several layers of rng to decide if the drop is actually useable.when you do reach support tho' they are generally very nice, and honestly seem to be doing their best. so i suspect the issue is too few staff members, and not enough tools.
if you find yourself ever having absolutely nothing productive to do Mr smiley, please make your staff an extra pot of coffee, they probably need the caffeine, and could do with someone being nice to them after hours of complaining people.	
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My issues with CS is generally less the wait times, and more the clueless-ness of it.
 
Account-issue times are high priority, but the rest of the time that you enter a ticket that requires actually READING the ticket, UNDERSTANDING the issue, and knowing something about the issue?  The CS guy almost invariably derps and responds with "post your suggestion on the forum" or "enter a bug report.
 
And.  Nothing.  Else.
 
They apparently lack the time/ability to actually read and understand the ticket, and are unfamiliar with the game itself.
 
That's fine for my own automatic farmer report spam, since heck, I have something that generates tickets for me automatically.  Less fine when something weird comes up and a previous forum search, google search, and asking around yields nothing.  I got a response on the second ticket for a question though, which was something, and might even have been true.	
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I paid for a server transfer a few weeks ago. Been dying to use it because my server is dead. However, I can not use it because I have a piece of mail stuck in my mailbox. It can not be looted or deleted. This is my 2nd forum post and my 3rd support ticket being filled and I haven't heard anything yet. 
 
This is a pretty small issue causing me big problems.	
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Same issue here.  Left phone at home by accident so I need to turn it off.  I was to start silver run practice this week so I was frantic.  I travel a lot for work and log in all over the country.  After giving them my personal itinery of where I've been the past month (LA, DC, TX, CANADA) and where I logged in (with my authenticator obviously), communication stopped until I got this email today.
 
"Greetings, Citizen of Nexus!
I have removed the mobile authenticator from your "xxxx@xxx.com" Wildstar game account."
 
Except...5 hours later..it's not.  It's still asking for a code.
Ticket 1512028 btw.	
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			Can someone from Carbine please get into contact with me. It's been 3 weeks of no contact from anyone and I'm still having this issue. Carbine you're dangerously close to loosing another member of the community if this isn't addressed soon.	
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