I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

I was about to post a second reason, but... I'm too tired of dealing with them to care...

only use IMHO when your opinion is humble...

I've had good and bad experiences with Turbine. It's just how it goes.

Originally posted by reillan

I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

 I've heard much worse customer support stories on this site about other games.  I have had them answer tickets I opened but in all fairness it was long before f2p.

Out of curiosity, OP are you a subscription (VIP) player or F2P?

Yea I tried to play this game once .. sent 3 different requests for a key as I had a DDO sub and there is some idiotic conflict they can't seem to figure out ... never got a response ... I took that as a bad sign.

Originally posted by TheStarheart

only use IMHO when your opinion is humble...

 

I've had good and bad experiences with Turbine. It's just how it goes.

 many times the H in IMHO, means 'honest'.

now go ahead with some over-analytic retort about how wrong that is, and that any TRUE gamer would NEVER use honest, because it means humble, and if anyone thinks otherwise, KILL THEM!!!

Ive never had a problem with LOTRO support then again ive never had any problems with AC/DAOC/ or any others support. Well unless you count time frame and that goes to WoW pretty handly.

/shrug

I never had any trouble with them.  In fact, they've been one of the better ones from my experience.

Customer support for Turbine has always been great to me and has saved my butt big time on 2 occasions. 

Pro Tip: If you are having "Account" problms they have a phone number you can call. They answer right away and speak ENGLISH (!!).

Fixed me up right away. 

Originally posted by reillan

I have never in my 3 years of playing this game had one positive experience with Turbine Support. Firstly, because they seem to close most of my tickets without actually talking to me, and if I bother to chase them down to talk to someone, that person can never seem to fix the issue.

The title of this thread is an oxymoron. Just saying... 

I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

I must be blessed.  I've never had a problem with Turbine's support and I never had a problem with SoE's support when I played their games.  Only company that gave me any runaround was NCSoft.

Originally posted by Icemasta

I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

Not true, someone reported you.

Originally posted by seabass2003

Originally posted by Icemasta

I come and support this. I recently got suspended for cussing, in a private channel with mostly "friends", regardless of the fact that it's not clearly stated in their CoC that swearing is against the rules (The rule is about being disruptive in chat and then they give example like cussing, spamming, trolling etc...). Even the people in the channel agreed with me that I didn't disrupt the "flow of the chat" ( as per CoC definition) and GMs didn't give a shit and then I got a 3 days suspension.

Apparently they monitor PMs, party chat, kin chats, etc... regardless of reports.

Also, I once had an issue where I didn't get my Turbine points because of a system crash and it took 2 weeks of contacting customer support and getting elevated to a higher tier a couple of times before I got to someone who told me that the sale wasn't recorded and this went on until I got my bank to reverse the charges and then they realized that I had be charged. No apologies or anything.

Also another time when I bought items that were on sale but got billed full priced because of a bug in their store and location (It thought canada wasn't in north america or something) and took a good week to get my points back.

I got a dozen other tickets I had open with them because of stupid shit like that, like losing half my items on the server changes when it went F2P and took a week to get it back, etc...

Not true, someone reported you.

The second swear the GM pointed to was in party chat that I was currently in. Yes, the first time someone reported me.

Customer service has been great for me on the two instances I had to contact them.

My account was hacked, password stolen (and no I don't use power leveling or what not, I'm a lifer and my max character is still only 48 if that tells you anything about how casual I am). Turbine asked some questions about my account history, card sub was purchased on, you know the standard stuff.

They reset the email address back to my email address, and reset the password. Then once I got in game I discovered that my vault was wiped clean of crafting materials and even some of the 'pre F2P' cosmetic items.

I immediately contacted turbine, retold the regaining my account story, they told me they'd look into it and get back to me. A couple of days later they informed me that my game had been taken over by gold farmers and that they couldn't replace my items, but gave me 12 gold, (I think, it may have only be 10)

Which was fine, I was able to buy some more crafting mats, and think I stil have 4 gold left of what they gave me.

Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 

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Originally posted by blazin-ace
Out of curiosity, OP are you a subscription (VIP) player or F2P?

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Lifetime (VIP)

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Originally posted by Omali
Their customer service must be so bad, that they stole all of the OP's examples, because he didn't give a single concrete point of bad customer service. 

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The problem is that I am hyper-careful regarding libel... not gonna risk it...

i've had good and bad experiences with lotro's customer support... i'm a vip, "founder", one of the original beta testers for the game back in 2006.  although i haven't played it since its gone freemium.  like most customer support anywhere... they usually just ignore you until you go away.  if you want really horrible customer service try comcast or at&t.