101617-customer-support

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I half expect to be trolled upon after posting this, but here goes.
Last night I finally hit 50, I had been saving all of my platinum, selling most everything I found in anticipation of buying myself a set of gear that would get me into the action at 50. After I dinged, I thought hey, I'll go see what new stuff I can buy in Illium. I found a vendor that had some interesting stuff so I purchased what I thought was a 15 gold hoverboard spike attachment. I learned the item, and couldn't find it in my list of attachments, to my horror, I also noticed all my money was gone. I returned to the vendor only to discover this was an attachment for a Spike Hoverboard, and it was 15 platinum. So I sit broke, and undergeared, open a ticket only to be told that because the item had been learned I would not receive a refund because Customer Service didn't have the power to do so. 15 Plat is a drop in the bucket as far as ensuring a happy customer, but to me it is nearly 2 months now of time spent saving towards the moment I finally reach 90. The agent suggested I post in these forums, I'm not sure what response my post will garnish, but thanks for reading anyways.	
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			How did you have 15p as a fresh level 50?	
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What is your current money making strat? At 50 now you should have an easier time getting money from quests and dailies, once you reach the elder gem cap for the week all exp turns into bonus money.
 
Are you active in a harvesting circle? A large enough circle can net you a half a plat a day passively, and around a plat an hour if you want to actively harvest. All in all you should be able to reclaim all that money in a week or two.	
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			I have been in a big harvesting circle for weeks, I essentially sold everything I acquired up to this point to accrue the money I had. I am also an undergeared medic which makes dailies and such an extremely arduous task.	
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Are you an outfitter? I'd drop a plat on maxing your outfitter and make some level 50 gear. Or just buy some gear on the ah, as above, a full suit of 49-50 green gear with good stats, and or a good blue wep.
 
Take an hour to run the gamut of your neighbors to get a plat or so.	
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			Thanks for the advice, I do appreciate it and I am an outfitter. I'm just not sure if I feel like investing the time anymore. I figured I would have had a simple, hey mistakes happen, we will take this unusable flair off your hands and return your platinum, have a nice day.	
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=\ Yeah, they probably won't return it, sorry. I lost a hefty chunk of money around level 30 to some mount flair as well, was told they don't refund things for transactions like that. So I learned how to make money easy. Had 25 plat and 2 CREDD when I hit 50 on Monday. 
 
All I can say is, yeah, it seems like a lot of cash now, and it's a costly lesson, but it's honestly a drop in the bucket over what you can and will make.	
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			Thanks for the rational and human response, funny thing is, when the CS agent told me I should post on the forums, I replied that I would only get troll responses, and certainly not a response from a dev, or anyone else who would be able to actually do something for me. Not going to hold my breath for a staff response, I've been monitoring the forums long enough to see they don't post often. But it is nice I wasn't met with some rude Internet troll.	
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			And I don't want to be THAT guy who posts in the forums saying "WoW would have given me my Plat back", but it sucks being the people that they learn good customer service from.	
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Thanks for the rational and human response, funny thing is, when the CS agent told me I should post on the forums, I replied that I would only get troll responses, and certainly not a response from a dev, or anyone else who would be able to actually do something for me. Not going to hold my breath for a staff response, I've been monitoring the forums long enough to see they don't post often. But it is nice I wasn't met with some rude Internet troll.
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			You are probably right. At first I was thinking you know what, this game is full of bugs, it must just be taking a while to iron them out. Then I had this issue and was told that as much as they would like to help, customer service doesn't have the ability to remove a flair from my character in order to refund my lost platinum. It reminds me of the movie step brothers. The scene where they do a team interview and Seth Rogan says, you know what, now that I think of it, those tuxedos are just ****ed up. I don't mind dealing with a quirky game, but an ineffective staff is too much for me to pay to play this game. I have cancelled my subscription to cut my losses.	
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I don't want to "be that Aurin" but I am curious how you mistook platinum for gold?
 
Customer Service (NCSoft overseas cheap-labor representatives) are most likely limited in what they can do by a- their internal policies, and b- the tools given them by Carbine Studios (the game developers). In this case, you took free-will action and made a mistake. This likely ran afoul of both a- and b-. CS in most any game will not undo a player mistake unless it is caused by a game mechanic bug. And b- because I doubt the NCSoft support personnel are technically capable of logging in, adjusting your character's flagged items, and adding platinum to you.
 
They could (in theory) route your issue to a Carbine person that does have the technical power to perform these actions, but that would set a precedent for overriding the CS policies.
 
If you are truly upset, you are making the correct move in no longer supporting NCSoft or this title, but you need to at least understand the constraints that they are (most likely) working under in not helping your specific case. I say (most likely) because it is just speculation, but it's speculation based upon 16 years of MMO observations.	
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You are probably right. At first I was thinking you know what, this game is full of bugs, it must just be taking a while to iron them out. Then I had this issue and was told that as much as they would like to help, customer service doesn't have the ability to remove a flair from my character in order to refund my lost platinum. It reminds me of the movie step brothers. The scene where they do a team interview and Seth Rogan says, you know what, now that I think of it, those tuxedos are just ****ed up. I don't mind dealing with a quirky game, but an ineffective staff is too much for me to pay to play this game. I have cancelled my subscription to cut my losses.
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Problem is this is not the staffs problem or fault it was yours.. Whatever happened to personal responsibility? You made a mistake, own it, learn from it.. IF every person that makes this type of mistake went to CS to complain and get a refund we would have ticket times in the years, not days.
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Or they could have a buyback system in game and nobody would need to ticket at all!
 
Besides, CS told him to post here in order to solve his issue. Who are you to go against what CS said?
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That still does not make his mistake their fault....It is still his fault...
 
Also where in the ticket did it say post here in order to solve his issue? The post here part is for suggestions that the dev may work on, but are under no obligations to do.
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I never said it wasn't their fault. But seriously it's an issue that could easily be foreseen and smart development would want to limit mistakes in the interface causing grief for their paying customers and if they had the tools to fix it themselves there'd be less tickets.
 
I don't know what this ticket said, but based on most issues I've tried to raise with them it was along the lines of "Unfortunately we can't do anything. Please try posting to the forums, the devs see them!" Which gives an implication that since they can't do anything a solution can be found on the forums.	
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This is correct. While Customer Support will assist with some item situations, reversing purchases with credits/currency/plat is currently not one of them. I have two of my people reviewing our responses to issues like this to better inform players and not make it seem like the forums will be able to help them immediately.
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I never said it wasn't their fault. But seriously it's an issue that could easily be foreseen and smart development would want to limit mistakes in the interface causing grief for their paying customers and if they had the tools to fix it themselves there'd be less tickets.
 
I don't know what this ticket said, but based on most issues I've tried to raise with them it was along the lines of "Unfortunately we can't do anything. Please try posting to the forums, the devs see them!" Which gives an implication that since they can't do anything a solution can be found on the forums.
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Actually it has the complete opposite implication. It implies that if the devs see your post they may be willing to change something, not that there is a solution to your problem already.
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I don't want to "be that Aurin" but I am curious how you mistook platinum for gold?
 
Customer Service (NCSoft overseas cheap-labor representatives) are most likely limited in what they can do by a- their internal policies, and b- the tools given them by Carbine Studios (the game developers). In this case, you took free-will action and made a mistake. This likely ran afoul of both a- and b-. CS in most any game will not undo a player mistake unless it is caused by a game mechanic bug. And b- because I doubt the NCSoft support personnel are technically capable of logging in, adjusting your character's flagged items, and adding platinum to you.
 
They could (in theory) route your issue to a Carbine person that does have the technical power to perform these actions, but that would set a precedent for overriding the CS policies.
 
If you are truly upset, you are making the correct move in no longer supporting NCSoft or this title, but you need to at least understand the constraints that they are (most likely) working under in not helping your specific case. I say (most likely) because it is just speculation, but it's speculation based upon 16 years of MMO observations.
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I'm actually having trouble trying to word a reply due to how obtuse this is...
 
The implication is that they can't solve problem x, so if a dev finds out about it they might make a change that will solve problem x.
 
Either way, it's still looking for a solution to their problem.
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Time frame is irrelevant though.
Person is searching for a solution, customer service won't provide a solution so they point to devs.
Devs might provide a solution eventually.
 
The developers solution might be slower and less reliable, but that doesn't make it any less of a solution.
 
I still don't get what you're arguing.	
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Time frame is irrelevant though.
Person is searching for a solution, customer service won't provide a solution so they point to devs.
Devs might provide a solution eventually.
 
The developers solution might be slower and less reliable, but that doesn't make it any less of a solution.
 
I still don't get what you're arguing.
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And if support decides to do nothing then it won't be a solution? Still not sure I'm getting your point.
 
The point is support directs them to the forum in order to look for a solution to their problem via the developers, it's shown as the only option with even a chance of forward momentum.
 
Guarantee of a solution, like time frame is irrelevant.	
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And if support decides to do nothing then it won't be a solution? Still not sure I'm getting your point.
 
The point is support directs them to the forum in order to look for a solution to their problem via the developers, it's shown as the only option with even a chance of forward momentum.
 
Guarantee of a solution, like time frame is irrelevant.
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Plat is a drop in the bucket as far as ensuring a happy customer, but to me it is nearly 2 months now of time spent saving towards the moment I finally reach 90. 
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No, if support does nothing, which it cannot, then it is not a solution. If devs decide to do nothing then you dont get a solution.. The point is that telling you to come here is not telling you that you will find a solution, it is saying it is the only way to possibly find a solution. Words have definitions for a reason.
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You have an inoperable tumour, the doctor says your only chance is chemotherapy but there's only a slim chance he will work.
 
The solution he has given is to get chemotherapy.
 
The chemotherapy then may in turn give a solution to the cancer.
 
You're confusing a solution with efficacy Thaylin.
 
They say they can't do anything, but that if you post on the forums a dev might see it and take the feedback on. Where on earth am I losing you?	
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Yes definition is a good dream, but falls on deaf ears often. It is how these things are interpreted. That's why in commercials nowadays there is always the small text or the really fast talking people at the end to make sure that you cannot sue these companies for saying something and meaning something else. If Carbine would change their statement from, go check the forums for a solution to something more along the lines of what you said there would be less of a problem here. 
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Yes, if you want x do y.
 
WHAT ARE YOU ARGUING FOR? You keep putting these words together, I don't think they mean what you think they mean?	
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You have an inoperable tumour, the doctor says your only chance is chemotherapy but there's only a slim chance he will work.
 
The solution he has given is to get chemotherapy.
 
The chemotherapy then may in turn give a solution to the cancer.
 
You're confusing a solution with efficacy Thaylin.
 
They say they can't do anything, but that if you post on the forums a dev might see it and take the feedback on. Where on earth am I losing you?
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"However, if you would like to see such a service, please be sure to post your ideas or suggestions on the WildStar forums." This is what I normally see as a response to onto the forums. It seems clear to me.
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Please reread the definition you posted, quick hint it has the word "or" in it.
 
In other words, a solution is a means of dealing with a difficult situation. Solving is optional.
 
I think you might be the one having trouble with definitions.	
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Back to the OP; 
 
Run Blighthaven to get a workable set; Then run dailies. Northern wastes will net you ~20g per day plus ~20 EG's. Tack Crimson badlands on and that's close to double; If you do NOTHING else, that's 15p in about a month; add selling mats; crafting, dungeons/ adventures/ challenges on top of that and you will make the plat back in no time flat.	
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There should really but in a "are you sure you want to do that" prompt for anything over a certain amount. Despite it being game currency, it still equates to time (time being money and vice versa) lost. Having that much of your time wasted because of a simple mistake is onerous in the extreme. That and they should have a sell back period for anything bought from a vendor, so you can get your money back at 100% if you don't want the item or don't use the item within the period. Unlocks should come as items, not as immediate unlocks on your character to facilitate this. Then at least you'd have two chances to catch your screw up, the warning and the "use" of the item to equip the unlock.
 
This isn't about being fair, by the way. It's about good customer service. Being "hardcore" on this sort of thing will just lose Carbine players like this one. That's $15's a month out the window and if he's a representative sample, even a small one of the game's population, it makes business sense to fix things so situations like this one do not happen.	
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Unlocks should come as items, not as immediate unlocks on your character to facilitate this. Then at least you'd have two chances to catch your screw up, the warning and the "use" of the item to equip the unlock.
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Please reread the definition you posted, quick hint it has the word "or" in it.
 
In other words, a solution is a means of dealing with a difficult situation. Solving is optional.
 
I think you might be the one having trouble with definitions.
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Or you're kidding me...
 
Yes they're alternative *cupcake* definitions! I'm pointing out that one of those two is the opposite of what you asserted.
 
A solution is a means of dealing with a difficult solution.
 
It can also be a means of solving a problem.
 
It can be one OR the other, it's just generally not both.
 
Your entire argument was that it wasn't a solution to go to the forums (Or get chemo) because it doesn't solve a problem directly, but both are means of dealing with a difficult solution. Which makes them a solution.
 
You have a dictionary, try looking up what or actually means before you accuse me of making stuff up.	
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			Here is a simple idea for Wildstar to remedy this from happening to others in the future. There is a handy dandy addon called purchaseConfirmation. I cant believe it would be hard for them to add this as a permanent addon in to the game. It doesnt even have to give the user the ability to set a threshold just have it set to 1 plat or above. Problem solved efficiently and easy and will cut out all of these unnecessary tickets that CS is spending their time with and can focus on others. Granted this will not remedy those who already made this mistake but like others have said YOU made the mistake so lesson learned etc etc	
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I think there have been some great ideas posted on ways to implement features to prevent the experience I had.
I wish the developers shared such a productive attitude.
Maybe if they took some of the more avid and innovative idea makers and problem solvers whom constantly post on the forums with suggestions for improvements, gave them a salary and put them on a panel, it wouldn't feel like fighting a cellular phone company about a bill every time you asked for help.	
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And yes, in my haste and excitement due to achieving level 50 I made a mistake in purchasing the item.
When I shop I choose a store that is reputable and has good customer forward policies.
If I walked into a store, purchased, say a phone charger, and returned it to the store I would receive an exchange or refund for the item.
Which is why I have decided to no longer support this company.	
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Let's compare this situation to a hypothetical.
You go into your favorite big box store and purchase a car charger for your phone.
You get outside and grab your phone, and to your dismay, you grabbed the wrong cord.
You return immediately to the store to exchange it or get a refund.
Does the store have a policy in place to ensure you get taken care of?
If not, how likely are you to shop there instead of the store you normally shop, which would have happily taken your exchange.
How likely are you to recommend the store that denied your exchange to a friend?
 
A happy Customer is not only likely to return, but also to recommend their friends due to good customer care.	
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To be fair, since this is a consumable item that you used, a more apt comparison would be like going to a restaurant and ordering and drinking a whole bottle of wine, only to realize it's a $110 bottle of wine and not an $11 bottle of wine. 
 
There should be a sellback option for mount flair, yes, but that wouldn't have helped in your case because you already used the item.	
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			To be fair, it is a digital item easily removed from a person's character, and not at all like consuming something material...	
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True, if it was an item, but now it's an account flag, which signifies that you've unlocked something that can be applied to any hoverboard that accepts flair. Similar to being flagged as attuned or not. Basically, CS doesn't have the authority to add or remove account flags. That authority falls under technical support, which would and could help if this was caused by a bug.
 
I want to help, and that's why I responded how I did at the beginning of this thread, but I'm still going to weigh in my opinion on the whole "Everything is CS's fault" blame-game that this thread has turned into. CS has gone above and beyond in a lot of cases lately, and I'm sorry they don't have the authority or priority to correct all user errors, but honestly, "the customer is always right" only goes so far, and I'm not personally going to fault CS for it.	
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True, if it was an item, but now it's an account flag, which signifies that you've unlocked something that can be applied to any hoverboard that accepts flair. Similar to being flagged as attuned or not. Basically, CS doesn't have the authority to add or remove account flags.
 
I want to help, and that's why I responded how I did at the beginning of this thread, but I'm still going to weigh in my opinion on the whole "Everything is CS's fault" blame-game that this thread has turned into.
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True, if it was an item, but now it's an account flag, which signifies that you've unlocked something that can be applied to any hoverboard that accepts flair. Similar to being flagged as attuned or not. Basically, CS doesn't have the authority to add or remove account flags. That authority falls under technical support, which would and could help if this was caused by a bug.
 
I want to help, and that's why I responded how I did at the beginning of this thread, but I'm still going to weigh in my opinion on the whole "Everything is CS's fault" blame-game that this thread has turned into. CS has gone above and beyond in a lot of cases lately, and I'm sorry they don't have the authority or priority to correct all user errors, but honestly, "the customer is always right" only goes so far, and I'm not personally going to fault CS for it.
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			Who hasn't accidentally bought the "shadow" piece instead of the "healing" piece, opened a ticket, and had their points refunded. It doesn't take much time, but makes a world of difference to the paying customer to know that the staff at the game they play has their back, and understand that hey, shit happens. I will return to the company that cares about my experience.	
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Sooooooo, why most of the people start thier threads by saying (i know im gonna be trolled or troll will hit me ) ? is that the new threads opener ?
 
dont understand me wrong but if someone gonna troll ya that line wont stop them from doing it ! 
 
just staying. but honestly i see your point there, money is a very sensitive issue now and 15 plat is some money. wish i can help!	
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Who hasn't accidentally bought the "shadow" piece instead of the "healing" piece, opened a ticket, and had their points refunded. It doesn't take much time, but makes a world of difference to the paying customer to know that the staff at the game they play has their back, and understand that hey, shit happens. I will return to the company that cares about my experience.
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The problem is nobody seems to care on their end.
It would have taken 2 minutes to unflag the flair, send me 15 Platinum.
I would have left the situation feeling taken care of, and happy to continue to pay to play this game.
Instead I cancel my subscription, let friends know how much of a headache dealing with CS is, and recommend strongly against purchasing this game.
How does this make sense from a company perspective?
When someone comes into your workplace and is unhappy with the goods or services received, do you not do what ever is in your power to assist them?	
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