Originally posted by hardicon

he probably received it just didnt know where to look or how to look.  their account page isnt very intuitive but it seems to me he got what he wanted, which was a woe is me post on mmorpg.com forums and a bunch of people to say sorry you had to deal with that and just a post bashing a game for something that really is not happening.  every single person that has said something like this has been proven to be either liars or someone that just didnt know what they were doing and how to claim their items. 

 

if you want to bash a game, at least do it for the reasons that are there instead of stuff that does not make any sense.  like their account page being a pita to get through and actually confirm your payments.  yeah I had to do this twice when i set my account up, because when you put your key in it says account activation successful, then it takes you to the page to buy one of the packs, I didnt want a pack so i opted not to buy one, i didnt hit submit because i didnt want a mistake to be made and them charge me for a pack.  well you have to hit submit there to complete the transaction.  so yeah bash them for the actual reasons, their account management page is crappy, but they arent stealing peoples money.

i dont know where do you see him bashing the game? guess you're too afraid and want to "protect" your game at all cost

i think he wanted to give his 200 dollars to support the game

the thing is why the GM didnt try to check his account to see if he had the pack or not but i guess he was lazy and just said to wait a week , that is .... nice ... you paid already 200 dollars but you have to wait?? for digital stuff????

then even if he had it , the GM wasnt helpful at all ,he could tell him how to proceed to have his stuff

he sent many tickets and got nothing

he's just disappointed for a game he seems to like (to give 200 dollars he must like the game )

if this story true ,it is sad & realy shocked

are you post this on official TSW  forum?

YOu know they are going to ban your secret world account funcom always does to to folks who do a chargeback.

Originally posted by hardicon

he probably received it just didnt know where to look or how to look.  their account page isnt very intuitive but it seems to me he got what he wanted, which was a woe is me post on mmorpg.com forums and a bunch of people to say sorry you had to deal with that and just a post bashing a game for something that really is not happening.  every single person that has said something like this has been proven to be either liars or someone that just didnt know what they were doing and how to claim their items. 

 

if you want to bash a game, at least do it for the reasons that are there instead of stuff that does not make any sense.  like their account page being a pita to get through and actually confirm your payments.  yeah I had to do this twice when i set my account up, because when you put your key in it says account activation successful, then it takes you to the page to buy one of the packs, I didnt want a pack so i opted not to buy one, i didnt hit submit because i didnt want a mistake to be made and them charge me for a pack.  well you have to hit submit there to complete the transaction.  so yeah bash them for the actual reasons, their account management page is crappy, but they arent stealing peoples money.

I also kind of thought the same thing. I don't personally believe the majority of posts like this without any real evidence of it having taken place.

Maybe if there was an image taken of the GM's response. Currently this story doesn't seem believable to me.

But I'm cynical in general, so whatever.

Originally posted by hardicon

he probably received it just didnt know where to look or how to look.  their account page isnt very intuitive but it seems to me he got what he wanted, which was a woe is me post on mmorpg.com forums and a bunch of people to say sorry you had to deal with that and just a post bashing a game for something that really is not happening.  every single person that has said something like this has been proven to be either liars or someone that just didnt know what they were doing and how to claim their items. 

 

if you want to bash a game, at least do it for the reasons that are there instead of stuff that does not make any sense.  like their account page being a pita to get through and actually confirm your payments.  yeah I had to do this twice when i set my account up, because when you put your key in it says account activation successful, then it takes you to the page to buy one of the packs, I didnt want a pack so i opted not to buy one, i didnt hit submit because i didnt want a mistake to be made and them charge me for a pack.  well you have to hit submit there to complete the transaction.  so yeah bash them for the actual reasons, their account management page is crappy, but they arent stealing peoples money.

The guy has every right to complain. Ticket after ticket and nothing being done. Obviously if he is contacting customer service they can see if it was applied or not. Don't you think one of them would have been "Your all set and if you go to your account page you can see it reflected there" it's pretty obvious that is not the case.

It's more disturbing watching you blindy white knight for TSW than anything else.

I had 1 issue (created character on wrong server because of the "bug" resetting server choice when pressing Create Character). Put in a ticket and it was fixed in a few hours. No problem whatsoever. Some of my friends had a couple of issues also and it was fixed in short order.

I find the OP's story odd based on my personal experience.

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Originally posted by Critt
I was wondering if anyone else has experienced this. 2 weeks ago I was really enjoying TSW so I decided to spend $200 (this is alot of money for me) on the Grand Master pack. After I made the purchase I checked my Paypal account and the transaction was completed and the $200 was deducted. I then checked my TSW account and it also confirmed the transaction was approved.

 

But I never received the Grand Master pack. I submitted a ticket and was advised to wait one week then get back to them. After a week still no Grand Master pack. Again I put in another ticket and they advised me to wait another 72 hours. I was thinking really?? for a digital product? Ok then. 

 

Now it's been $200, two weeks, 5 tickets and still no product. I put in a dispute through Paypal advising I had never received the product that I paid for. I then contacted the GM I had been dealing with to adivise that I made contact with Paypal and if the problem could be rectified it would be appreciated. His reply was if I don't drop the dispute I won't be getting anything.

I was pretty shocked, it's a shame as I really love this game.

 

Has anyone else experienced this? It's border line fraud in my opinion.

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I think the customer rep was trying to say that while the purchase was being disputed (i.e. trying to charge back against FC), they couldn't turn around and give you what you were trying to get a refund for. I don't think he was trying to threaten you, but this is the kind of situation where a phone call works much better (it would be a lot easier to tell via voice what was really meant).

Still, not a great situation and I'm glad you were able to resolve it (if not really the way you wanted to).

My own situation with dealing with their support (during beta) was much better, in fact it was the ONLY THING I liked about the game. But not every support person is the same, I likely just got very lucky while you got very unlucky in who we ended up with.

Originally posted by Dfix

Originally posted by hardicon

he probably received it just didnt know where to look or how to look.  their account page isnt very intuitive but it seems to me he got what he wanted, which was a woe is me post on mmorpg.com forums and a bunch of people to say sorry you had to deal with that and just a post bashing a game for something that really is not happening.  every single person that has said something like this has been proven to be either liars or someone that just didnt know what they were doing and how to claim their items. 

 

if you want to bash a game, at least do it for the reasons that are there instead of stuff that does not make any sense.  like their account page being a pita to get through and actually confirm your payments.  yeah I had to do this twice when i set my account up, because when you put your key in it says account activation successful, then it takes you to the page to buy one of the packs, I didnt want a pack so i opted not to buy one, i didnt hit submit because i didnt want a mistake to be made and them charge me for a pack.  well you have to hit submit there to complete the transaction.  so yeah bash them for the actual reasons, their account management page is crappy, but they arent stealing peoples money.

The guy has every right to complain. Ticket after ticket and nothing being done. Obviously if he is contacting customer service they can see if it was applied or not. Don't you think one of them would have been "Your all set and if you go to your account page you can see it reflected there" it's pretty obvious that is not the case.

 

It's more disturbing watching you blindy white knight for TSW than anything else.

 

sure he has every right to complain, to funcom through a email or a support ticket or on live chat with the mods.  either one of those probably would have gotten his complaint heard and taken care of.  but he comes on here says a bunch of stuff with absolutely no proof and titles his post "shocking customer service".  it is a well known fact that the preorder items in game were delayed because a large volume of requests were being made in the store for the items.  i personally did not get mine until I had already replaced the stuff with better items.  no big deal in my eyes.  to me he insinuated that funcom stole his money and didnt give him what he paid for, which in all likelyhood he did recieve the items but didnt know where to look and the ingame items were delayed just like everyone elses was or he didnt know how to claim them.  2 minutes in general chat would have told him how to claim his items though.  funny thing is on the official forums noone has made this complaint that they did not get their account flagged for the lifetime membership,  one would think this wouldnt just happen to one person out of the thousands that ordered lifetime membership.  sorry i dont believe people when they say things that do not make much sense and you call it white knighting for tsw.  ive learned from personal experience that most people are liars, maybe im a bit cynical but that is my life experience.  say something outlandish at least back it up with some proof, his emails or whatever from the mods or something.  if you want to blindly believe what he says at face value go ahead.  i dont care but he is the only person that i have personally seen that has made this complaint, so no I dont believe it, nor do i believe that funcom was willing to throw 200 dollars away.  maybe he had a bit of buyers remorse and wanted to get his money back and that was something funcom would not do, but I dont believe they would steal your money.

You do realize you need to go into the cash shop and clikc on claim to redeem your items right?  and that XP potions dont exist in game yet so no one has them...

Really did you buy the $200 lifetime upgrade for the lame items and not the never having to sub part?

Anyway this is the only spot where i see CS complaints in game its typically shocking how quick they are, have yet to hear them being rude ect.

I realize on this site that everything negative is true and everything postive is borderline misinformation however.

Shame you had bad service there mate, My service so far has been exemplary,  took abit of time but ussually within 3 hours a GM would always contact me and resolve my issue.

Im calling BS on this.

Why... Because if i spent $200 dollars on something your damn well believe im going to call someone, who would seriously contact customer service through the game.  

I doubt the in game customer service reps are use to handeling account and non game issues just as i wouldnt call there CS on the phone for an issue in game.

Originally posted by EvolvedMonky

Im calling BS on this.

Why... Because if i spent $200 dollars on something your damn well believe im going to call someone, who would seriously contact customer service through the game.  

I doubt the in game customer service reps are use to handeling account and non game issues just as i wouldnt call there CS on the phone for an issue in game.

 

Ingame CS can't, in fact, handle account issues.  They send you to live chat for that.

why dont u try contact them by chatting, i got issue with my sub before and they r helpful for me, next time check the "Contact us" carefully man, chat live sometimes really helpfull and u dont have to wait for 2 weeks 

What the OP has posted here is his own opinion based on said events. Not backed by simple evidence. Screenshots of this conversation with the GM would even be a good start.

If on the outside chance it is actually true, then you have my sympathies.

[mod edit]

My only question is:  Did you buy the game also?  There's been some confusion of people putting in a pre-order code from somewhere, upgrading to GM pack and then not putting in the Game Key which is different from the pre-order key.

Last Friday these accounts all got locked if you didn't have a game code associated with your account.  Regardless if you had the lifetime ordered or not.  Also, under billing it should say your order was still pending - if there was an issue.

You should PM Lucien on the official forums he's the Billing Manager.  He can probably straighten it out for you in the same day.

It is a non issue at this point, he said paypal already gave him his money back with extra, if that is true funcom already locked down his account, he will have to call them to get it unbanned and actually pay them the 200 back, as they will consider it account theft at that point, since it was digitial delivered goods.  This is the same thing that happens when hackers use a stolen credit cards, they have no other recourse but to ban the account outright.

so it is all water under the bridge at this point.

Originally posted by CmdrMonty

What the OP has posted here is his own opinion based on said events. Not backed by simple evidence. Screenshots of this conversation with the GM would even be a good start.

If on the outside chance it is actually true, then you have my sympathies.

If its BS then mission complete on his troll attempt.

My thoughts exactly. If A GM would have told me in game to stop my dispute or I would receive nothing... you bet you ass I would have taken a screen shot. 

Odd this is his first and only post also. 

Originally posted by Praetalus

Originally posted by CmdrMonty

What the OP has posted here is his own opinion based on said events. Not backed by simple evidence. Screenshots of this conversation with the GM would even be a good start.

If on the outside chance it is actually true, then you have my sympathies.

If its BS then mission complete on his troll attempt.

My thoughts exactly. If A GM would have told me in game to stop my dispute or I would receive nothing... you bet you ass I would have taken a screen shot. 

 

Odd this is his first and only post also. 

Well, if he disputes the payment... FC couldn't deliver the product, cause they would basically be doing it for free.  He should get the GM pack activated, and the funds charged, but it can't be expected to take the money back and then get the GM pack...

I've never had luck chatting/emailing anyone in any game about account related issues. The best thing, like others have said, is to just give them a call. No one can dodge you on a phone call and no one is going to just hang up, also the people on their phone lines are generally those who can handle the larger issues and are not simply GMs. When my WoW account got hacked it took me about 10 minutes by phone to get everything restored back to me and in full working order, I cant imagine how long that would have taken by email.