106151-is-this-customer-service

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I had a piece of gear, specifically a gadget, vanish when I equipped a new gadget. What a great way to start a night of DCing during my Silver run, right. 
 
Not a big deal, submit a ticket, get a response. 
Here is the summary of the conversation with WildStar Customer Support Agent [name removed].
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Greetings, xxxx!
The support team can offer a limited number of character or item restorations per account. If you would like an item or character restored, please provide more information.
Is this a character or item restoration:
Your character name and Realm name:
Exact name of the item that you would like restored:
I look forward to hearing back from you.
Cheers,
XXXXXXWildStar Support Team
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			Take it for what it is. Sure it sucks, but it shouldn't devastate you to the point of not playing anymore.	
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Take it for what it is. Sure it sucks, but it shouldn't devastate you to the point of not playing anymore.
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Never said I wasn't going to play, it's just frustrating that an error not my own is being handled this way.
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It's really hard to tell these days, so many rage threads I just assume any complaint pushed people past the edge. It does suck, in a way I guess you have to laugh it off like "Seriously?" Back to grinding out a new one!
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It was a Blighthaven quest reward.
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Hey at least you GOT an item restoration! I lost 100 logic leaf and 100 gold leaf because it disappeared - which btw FYI: if you sell herbs and such to a vendor, it won't let you buy it back for the amount you got for it... it charges BY THE ITEM so say 4g to buy back the 100 items = 4p. Yup that's right. So I also got the Sorry we can't restore items at this time crap + please submit a bug report.
 
meh.	
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Hey at least you GOT an item restoration! I lost 100 logic leaf and 100 gold leaf because it disappeared - which btw FYI: if you sell herbs and such to a vendor, it won't let you buy it back for the amount you got for it... it charges BY THE ITEM so say 4g to buy back the 100 items = 4p. Yup that's right. So I also got the Sorry we can't restore items at this time crap + please submit a bug report.
 
meh.
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I have no way to get this item again :(
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			I do agree with OP, they should restore it the way it was. I've had a share of experience with the WS customer service and as much as I love the game - this is a big aspect they need to improve on. A lot of the time different Agents come into the ticket and say different things, providing different information without being able to read what the previous Agent said is just.... /bonk.	
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Curious if it gains its rune slots if you do some field tests.  The post is nice and all but ultimately does nothing but entice flames towards CS unnecessarily.  They gave you an item back - that in itself should be cause for jubilation.  Now you just need the rune slots - which does appear to be a bug.
 
Try:
 
- Equipping it
- Using it
- Sell it to a vendor and immediately buy it back
- Go to the Engraving Station and see if you can put something in it
 
Could just be a visual bug with the item and it just didn't get activated properly	
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Take it for what it is. Sure it sucks, but it shouldn't devastate you to the point of not playing anymore.
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Ya, I guess it's ok to be happy with mediocrity. Sure he got the item back but now the runes he put in before aren't there and there are no rune slots available at all. For a quest reward that you can't get again... 
 
Even if he can get rune slots to appear, did he get back the runes he put in the first time? Did he get the same rune slots as before? Does he even get rune slots. It's great he got the item back, but to be happy that they can't even restore the item to what it was before is not something we should just move past. This is the first game I have ever played where the CS was so distant from the players. NCSoft runs the CS for a game Carbine made. They have no true access to any of the things in game to fix these issues and they are causing a lot of players to quit because of it. So yes, I am frustrated that they made such a bad model for their CS and allow this to continue. Yes the OP should be frustrated and expect to get the exact item back that disappeared not a "new" quest reward that is BROKEN as well... That's not customer support, that's over promising and under delivering.
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Honestly, it sounds like a mechanical issue.  They may not have given the CS monkeys the tool to check slots and recover them, since they're randomly generated upon arrival.
 
Probably something that could be looked at in the future.  At the very least, they should have a way to add/change rune slots so we can at least correct it (and get the slots we want instead of praying to the RNG Gods.  At least then, we could say, "Well, I know it sucks, but you might have to buy the rune slots."
 
Still, probably would be best if they got the tools to restore items with their previous stats and slots.
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Ya, the disconnect between NCSoft and Carbine has made them not have the tools. It's not hard to go back and check their logs when the item was there, what slots it had and what runes were in the slot and recreate the item with the same things if the tool was there.
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While I appreciate the random stats thing a bit (they wanted to make gearing a bit more variable than getting "fixed gear") it makes things a lot harder for PVE gearing and for customer service.  Honestly, I think their answer might not be in taking that out, though, but giving crafters ways to fiddle with stats.
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I agree there needs to be a way to change rune slots on gear, but you shouldn't have to worry about this when an item disappears and they have to restore it. You should get the EXACT item back, not one that might have less rune slots (or more, which would be favorable but still wrong) and different slots all together. You're not asking for a new quest reward because you didn't like the slots on the first one, you are asking for your item to be restored because of a bug making it disappear.
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I agree there needs to be a way to change rune slots on gear, but you shouldn't have to worry about this when an item disappears and they have to restore it. You should get the EXACT item back, not one that might have less rune slots (or more, which would be favorable but still wrong) and different slots all together. You're not asking for a new quest reward because you didn't like the slots on the first one, you are asking for your item to be restored because of a bug making it disappear.
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			Someday we'll look back on this and say. "In my day, IF they gave us items back, we were happy that they HAD rune slots ... "	
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Ya, the disconnect between NCSoft and Carbine has made them not have the tools. It's not hard to go back and check their logs when the item was there, what slots it had and what runes were in the slot and recreate the item with the same things if the tool was there.
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			You should be thrilled you got something more than a canned response from their *cupcake* poor customer service.  This game has the worst customer service I had the displeasure of dealing with.  I have yet to have them make any effort to restore or correct any issue.  Just the same old dreg of we will report it to the bug team, sorry for your loss bend over and take it.	
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Thank you everyone for staying on topic and not getting this thread shutdown or derailed. 
 
I spoke with a new customer service rep, I guess they take shift work literally, and this is his response.
 
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Greetings,
I am really sorry to hear about the state of the item. The issue is that items don't work like you would expect. For all the items in game, they have a base 'shell' or default base item. When the item is awarded to you in game, that base item gets random stats applied. When we restore an item to a player, that random aspect is not there. So sometimes when we restore an item it restores the base item. In this case, that is what has happened. Please understand, that is the only item we have to pick from, there is no alternate which we could give you. As much as I wish I could provide the type of support you are requesting, it is simply not possible. My hope is that you are able to continue exploring Nexus in a way that you find enjoyable.
If you have any additional questions, please feel free to contact us.
Regards,
xxxxxWildStar Support Team
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			My challenge to you Carbine is this, either give your Support Team more control over fixing issues in your game, or get NCSoft to let you have that autonomy (I don't know where the real authority lies here). This doesn't bode well for the future of the Support Team if they can't restore items and their usual response is "just report it".	
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			At least their customer service isn't this: http://www.youtube.com/watch?v=yYUvpYE99vg	
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My challenge to you Carbine is this, either give your Support Team more control over fixing issues in your game, or get NCSoft to let you have that autonomy (I don't know where the real authority lies here). This doesn't bode well for the future of the Support Team if they can't restore items and their usual response is "just report it".
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Come on, if inadequate customer support was enough to kill a company, there wouldn't be any left.
 
Except Chase.  I've actually had to call in a couple times and they've got great customer service.
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One thing that really annoys me in their ansrews, is that they actually avoid any ansrew and directs you to forums.
To forums where *you can try to find an ansrew for similar problem*.
I even got an ansrew where they told me to check our forums, cos perhaps some day there will come something about the thing I've asked.
He/She actually knew that there wont be anything about it at that time.	
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Not just the lack of action but also lazy support. It seems they just have keyword checks and automatic responses irregardless of what was actually the problem
 
A friend of mine didn't get the 3 guest passes on her activation mail and I told her to ticket it since it was obviously a flaw / bug. The support response was "You can find your guest passes in the activation mail" to a ticket that specificly stated that there were missing from the activation mail.
 
Another friend has had his Drusera instance quest bugged since launch and they just keep closing his tickets without fixing the issue. They did tell him to "look for patch notes" and they did claim to have fixed the bug (like the AMP / trigger fingers drop rates have now been fixed what, three times?) but it's still there and nothing support can actually do about it. Apparently long gone are the days when you could contact Customer support and actually expect them to be able to do something ingame.	
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Not just the lack of action but also lazy support. It seems they just have keyword checks and automatic responses irregardless of what was actually the problem
 
A friend of mine didn't get the 3 guest passes on her activation mail and I told her to ticket it since it was obviously a flaw / bug. The support response was "You can find your guest passes in the activation mail" to a ticket that specificly stated that there were missing from the activation mail.
 
Another friend has had his Drusera instance quest bugged since launch and they just keep closing his tickets without fixing the issue. They did tell him to "look for patch notes" and they did claim to have fixed the bug (like the AMP / trigger fingers drop rates have now been fixed what, three times?) but it's still there and nothing support can actually do about it. Apparently long gone are the days when you could contact Customer support and actually expect them to be able to do something ingame.
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WoW still earns an absurb amount of money a month since they have around 7 mill subs left which means better CS/GMs.
 
All I can say is the CS here is miles better than most, you take ESO CS and my god I swear they hired people who have never even heard of nor even played the game. They simply select a random pre-written response that usually has nothing to do with the issue at all. ie. had a ticket open about a bugged item I had in my inventory; after a month they finally replied and they refunded my client cost instead. Now that's bad CS lol. Actually, I take that back...that was the best service ever since I got some my money back for that sad excuse for an MMO. Heh.
 
Not sayin things should not improve CS wise, most certainly should but you have to realize a MMO like this does not have the budget compared to say blizz to have that level of service; it's not going to happen.	
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			You're telling me that they can't code something that logs the stats on an item once they're rolled? They only keep track of the base, and not the rolled stats? That seems like a lack of foresight. I'm certain that this isn't the first time this sort of thing has happened. Even if they can't do that if they can see that you had such and such an item, and can tell that before you lost the item you had runes or w/e then didn't because you slotted them in something..sure it might take a bit of time to look up all the relevant info but I find it unfathomable that they can't do something as simple as return a lost item complete with stats. 	
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You're telling me that they can't code something that logs the stats on an item once they're rolled? They only keep track of the base, and not the rolled stats? That seems like a lack of foresight. I'm certain that this isn't the first time this sort of thing has happened. Even if they can't do that if they can see that you had such and such an item, and can tell that before you lost the item you had runes or w/e then didn't because you slotted them in something..sure it might take a bit of time to look up all the relevant info but I find it unfathomable that they can't do something as simple as return a lost item complete with stats. 
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RNG to get the item, RNG to win, RNG for the slots, RNG the item does/doesn't bug out, RNG to get a real person at their CS, RNG if they'll restore the item, RNG if it'll have slots once restored, if it does...is it RNG on the slots again?
 
I miss anything? I guess in this case the first two are not directly applicable since it was a quest reward.
 
Needs more RNG.
 
Edit:
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A friend of mine didn't get the 3 guest passes on her activation mail and I told her to ticket it since it was obviously a flaw / bug. The support response was "You can find your guest passes in the activation mail" to a ticket that specificly stated that there were missing from the activation mail.
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RNG to get the item, RNG to win, RNG for the slots, RNG the item does/doesn't bug out, RNG to get a real person at their CS, RNG if they'll restore the item, RNG if it'll have slots once restored, if it does...is it RNG on the slots again?
 
I miss anything? I guess in this case the first two are not directly applicable since it was a quest reward.
 
Needs more RNG.
 
Edit:
 
Still haven't received the guest passes on my wife's account. It was a pain just to get them to send mine. So, she said just forget it.
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			Yeah I too believe they need to step up customer service a little. In my raid, the raid leader accidentally clicked the wrong name on Master loot, and we thought no big deal, we could just put a ticket in and get it transferred to the correct player that intended to get it. Because that's what you can do in almost every other game, but no not in this game, they said we can't do that. Such bs, never heard of game masters not being able to do such a simple task.	
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If they are going to bother to restore it, it needs to be a 1:1 restore.
 
Not a photo of what your thing kinda looked like.	
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          It really sucks that your item wasn’t restored properly but if it were me I’d be content with that response. I mean, at least that CS was respectful and to me it seemed like his hands are probably tied. It’s not that he didn’t want to help you, he just couldn’t. Their ability to fix things like that will probably get better over time. I imagine the back end of this game is in just as much of a development process as the stuff we see while we’re playing.
 
          I’ve had to call customer service for authenticator problems with my SWTOR account and I was laughed at, talked down to and hung up on twice. I had to call back three times to get someone who actually acted like an employee of the company and helped me reset my authenticator. TRION (Secret World/Archage) doesn’t even do phone support anymore if you have problems you HAVE to use live chat or in game tickets. I can’t imagine how terrible that’s got to be when you’re dealing with account/login problems.	
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You're telling me that they can't code something that logs the stats on an item once they're rolled? They only keep track of the base, and not the rolled stats? That seems like a lack of foresight. I'm certain that this isn't the first time this sort of thing has happened. Even if they can't do that if they can see that you had such and such an item, and can tell that before you lost the item you had runes or w/e then didn't because you slotted them in something..sure it might take a bit of time to look up all the relevant info but I find it unfathomable that they can't do something as simple as return a lost item complete with stats. 
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This is the actual issue.  They need a system that snapshots characters so they can restore exact items that are lost in situations like this.
 
That being said, the same bug that caused the point of this thread would probably still fall through the cracks due to the hard reset that occurred. 
 
Although the responses given were not pleasing to the OP, they were also not canned auto-responses.  That's a start.
 
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PS Comparing the CS departments of Carbine and Blizzard is akin to comparing the players on the Minnesota Twins Single A affiliate and the NY Yankees starting lineup.  This isn't a matter of apples and oranges at this point, but more like apples and diamonds.  Give them time, it will get better (or they'll close up shop) if given a chance.
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