124359-request-to-re-activate-old-accounts

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Hi,
 
So I'll try to keep this brief. 
 
Back-story:
 
I followed this game ever since it was announced. I played in all the betas, and when the game was almost due, I only logged into the betas to get the rewards, but also not to spoil my time on release. I pre-ordered (rocket ship house etc) and then, hoorah, the game is released. Playing the game at launch was pretty rough at best for a lot of players, but hailing from Australia, the ping issues really tested your abilities. Unfortunately real life problems struck, and I was forced to request a refund from Carbine. At the time, they were cooperative and promptly returned my money, but under the proviso that my account would be shut down. I had more important things to worry about at the time - like being bullied into medical retirement at the age of 33 and losing my income - so needless to say, I took the offer. 
 
Current:
 
I'm back now, and I'm currently subbed BUT I had to create a new account, and buy the game again etc. 
 
Issue:
 
I tried to return late last year, but ran into the issue of this 'account ban' that Carbine/Ncsoft placed on me. I can log into my old account, but I can't activate it or add sub. I requested support to reactivate it, so I could sub - but they said 'no, you agreed that if we refund you, your account will be banned'. To me this seems slightly vindictive, but I started a new account, and at the time I just used a 7-day trial. Somewhat deterred by Carbine's attitude I decided not to sub, even though I love the game, I really felt like the service was sub-par.
 
I've come back, and it seems like the game is struggling which makes it weird to pick up, but my life has settled down a little bit (still battling stuff in court) but I really wanted to support this game. I've been playing for a bit, and in the back of my mind I kept thinking about all the stuff I have on my old account that I can't even use. So I put in a request ticket to have them look at reactivating my account, or transferring my items to my new account, this was the response:
 
"Sadly, we do not have a service to make this type of change at this time. However, if you would like to see such a service, please be sure to post your ideas or suggestions on the WildStar forums."
 
So again, no. Really?? Am I being silly in thinking that they are just being slightly vindictive? How could they possibly hope to gain new customers, or retain older ones with this sort of response? I also have a friend that is in the same boat as me, and they wont reactivate his account either.
 
I don't think I'm being unreasonable, do you?
 
EDIT:
 
Ok, so maybe I was a bit angry when I wrote this, but I was more trying to do what the customer service operator recommended and bring in to the attention of the community and devs, so that the service can be offered. I'm sure there are a tonne of players that would be in the same boat, and perhaps it might be holding them back from returning to the game. I would even play the full amount refunded again to have access to my account etc, but that isn't an option either. It might be standard terms, but something like this seems a little unnecessary and should be reviewed for other potential returning players that may not be able to access their account content?	
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you asked for a refund...
even if you played all the beta and launch.
THAT was vindictive.
 
so yeah, i think you are being unreasonable.	
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with avatar on this one.
You accepted the offer and the conditions for the decision you made.
An account shutdown is that : cancellation of the account and key linked to it.	
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			Sorry to hear about all of the unfortunate circumstances life has thrown your way, but I also feel like you're being a bit unreasonable. You agreed that if you received a refund, you would forfeit the old account. The best way to look at it now is that none of that exists anymore. Glad to see you back in WildStar. I just came back about a month ago myself and am really enjoying myself. Hope you can enjoy the game as well, and good luck with IRL things. 	
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Yeah, man. I gotta agree with everyone else. Once you asked for (and received) your refund, you kinda sorta gave up any claim to the stuff you had.
 
That said, welcome back and I hope you can still have some fun, even without the pre-order and beta goodies.	
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It's not terrible customer service, and they're not being vindictive when they remind you of the terms you agreed to when you received your refund.  They are following their policy they told you of, and are reminding you of that policy.  There's nothing vindictive in it.  
 
That being said, I'm sure if you were to change the title of your thread, and slightly reworded your OP to be less confrontational, it would make an excellent suggestion thread for why they should review and possibly change their policy on it.  Maybe in the future they can archive the accounts, and if the people that come back were to pay back in full what they got for a refund, NCSoft can reactivate the account and the characters on the account when it was locked.
 
And I don't think him asking for a refund when faced with life issues, and possibly needing any money he could get back, was vindictive of him.  Real life *cupcakes* on us all at one point or another, can't really do anything about that.	
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Well, while I empathise with the total suckage of losing your account, I feel the thread's title is innaccurate. I'm actually going to request that you change it if you agree with the following explanation (and I only ask because it's always nice to have fewer negative headlines  ;) ):
 
IMO, this is the most important point of your post:
 
 
{| class="blockquote"
Unfortunately real life problems struck, and I was forced to request a refund from Carbine.
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Essentially, once you requested a refund, your account to that point ceased to be.  If they never technically sold you the game, you never technically played it.  It's not an account ban any more than any other player who has never played the game has an account banned.  Once they refunded the game, they erased your key and most likely your game data.  Your game history rewound to prior to your purchase.
 
It's not a customer service issue.  They're just telling you how it is.  It's a little unreasonable, in my opinion, to ask for access to gains you made during a period you had refunded, and thus never technically played.	
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			I am confused here.  You asked for a refund.  Agreed to the terms they gave you about your account being banned then after this refund.  And WildStar customer service is bad because they are sticking to the agreement you agreed to?  Not trying to be rude but wow.  Why should they go back on the agreement?  Because you change your mind now?  I am glad WildStar stuck to it. 	
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Forced to buy the game again ??? you received a refund so technically you never actually paid in the first place!
 
New account ??? and the problem with that is ? You would have had to change your name so that is not the problem.
 
Thinking aloud “ you smashed your way to 50 before your first sub then decided you had no need to play “
 
Ignoring my EVIL thoughts look on the bright side, the game is now loads better, so not only are you getting a better game...with all the deals your getting it cheaper!
 
EDIT: sorry I forgot “ your stuff “ legally you sold that back to Carbine.   	
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			Man, good customer service is working with a customer through an issue and making sure to set the proper expectations with them for what the results will be. They were explicitly clear what happens when a refund is issued. You're the one trying to go back on the terms. If anyone's being unreasonable here, it's you.	
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			Sorry dude, but that's pretty standard policy in all MMOs:  If you do a chargeback on your credit card, you get banned.	
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Ok, so I changed the title. I'm hearing what everyone has said - and I think I went a little bit off course on what I originally intended with the thread. The customer service person said to hit the forums, so I did, but I more wanted support for the service to be looked at. Also, like I said in the edited OP, I'd be willing to pay the full amount again, not just have it reactivated and sub. Just more options, then the standard black and white? I'm sure there are other players in a similar situation, that might be put off returning because of such circumstances.
 
cheers.	
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{| class="blockquote"
Ok, so I changed the title. I'm hearing what everyone has said - and I think I went a little bit off course on what I originally intended with the thread. The customer service person said to hit the forums, so I did, but I more wanted support for the service to be looked at. Also, like I said in the edited OP, I'd be willing to pay the full amount again, not just have it reactivated and sub. Just more options, then the standard black and white? I'm sure there are other players in a similar situation, that might be put off returning because of such circumstances.
 
cheers.
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Okay so you're saying you're prepared to repay to reactivate that account, as if you HAD played it, and then sort of work it out so that you'd rebought the game and you just want to combine the accounts.
 
That sounds at least acceptable; I wouldn't have a problem with it.  It's not like you aren't paying extra for the convenience (you essentially would be paying for the game twice).  However, I think one of the more pressing matters here is if they even retained your character information.  If they refunded the sale, they may have recycled the account completely.  According to them, it wouldn't technically have existed (so it may not be an "account ban" per se, but an "account not even here anymore").
 
If it's possible, and you're actually just looking to essentially re-pay for your old account and ask if you can combine your two accounts into one account, that sounds like some support alchemy, but if they can make it happen I can't see a way it would hurt anyone offhand.  It just doesn't seem like something they'd be able to easily do (I think your case is at least relatively rare enough that there isn't a CS click-and-forget button for this issue).
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But Support already said they CANT combine the accounts. So he now needs to decide, what's more important. The stuff he currently has, or the stuff he used to have.
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