Did you actually go into live chat support with a GM ? Because I've found EM's support to be much quicker and more helpful than most mmorpg companies in a while - their live support fixed my billing issue within 5 mins while I sat in live chat with them -

Originally posted by macehkm

 

I recently bought this game from amazon when it was on sale. After setting up my subscription for the "Free" 30 days the account is stuck in "TERA - Standard 

- Subscription creation is currently in progress."

 

Their support is unwilling to help.

I was told they would have it worked out in a month.  So in the meantime I am suppose to hang in there.  

Thats the exact message I got.... WOW!

I advise anyone who buys this game to be aware that there is a chance you won't be able to play and there support is horrible.

I have started the disputing process with paypal for any charges from this company.

 

i'm not sure i believe you when you say the exact message you got said "they would have it worked out in a month. so in the meantime I am suppose to hang in there."

i think maybe you did recieve an automated response and misunderstood it or it was in response to a separate issue (people not being able to unsubscribe during hte free month) and you misunderstood.

as the poster above said, i would almost guarantee if you spoke with a person directly the issue would resolve quickly.

edit: i guess if you've already disputed the charge you don't care. but to anyone else, i wouldn't assume they have poor support based on this.

Send in a ticket again or contact live support, it's up 24 hours a day, i've never had any problems with EME thus far and they are pretty quick to answer my tickets.

Its just upsetting that support seems like it is unable to help.  I'm not even sure if I will get all 30 days free.

 

This has been going on for 4 days now....  sigh

Originally posted by macehkm

Its just upsetting that support seems like it is unable to help.  I'm not even sure if I will get all 30 days free.

 Just give it another try, i'd be surprised to see them not help you out, like someone else said, maybe it was just a miscommunication. 

 

Let us know if things work out for you. :D

 

 

Edit: Wow, I thought you just bought it today, but four days is quite a while, that seems like a problem then. :/

 

I'd say best bet is to just open up a live chat window and wait to be connected with them.

I'll wait until after the holidays and try live chat session again.  I'll keep you all posted =)

If anyone knows how to fix this issu please post .  It has been going on for 4 days.  

 

 TERA - Standard 

- Subscription creation is currently in progress."

 

There is a link for a possible fix but didn't work 

https://tera-support.enmasse.com/app/answers/detail/a_id/264

 

thanks for the advise.

 

OP message is a straight up lie or an outlier making a lot of noise. Of all things you could accuse EME of, bad customer support is one of them. Every experience with CS I've had, including my own have been top notch. Go slander somewhere else.

Even though I feel TERA is a horrible game, I have to admit Enmasse has very fast helpful CS when I needed it.

Now if you are in EU using Frogster thats a whole different story.

I had an issue like this. I actually just said screw the onine support and just called them.  Was on hold for about 8mins then a really friendly accomodating guy helped me out with my problem with ease.  Best CS I've ever gotten really, video game wise.

 

Just a quick update.  I contacted En Masse phone support today and it was excellent.  They are going to work with me to give game time until  they can fix  my subscription.  A bit of a hassel but I am impressed by the service of their support.   It went from a "D- "online to an "A "on phone support.

Originally posted by macehkm

Just a quick update.  I contacted En Masse phone support today and it was excellent.  They are going to work with me to give game time until  they can fix  my subscription.  A bit of a hassel but I am impressed by the service of their support.   It went from a "D- "online to an "A "on phone support.

 Glad to hear it, yeah, they've got a tonne of subscription problems and some game problems but when you actually talk to them through tickets/live support or through the phone they are great, friendly and very helpful.

 

I've personally sent in a total of 5 tickets and am more impressed each time, one time they even gave me back an item I accidentally deleted in game...that's beyond amazing, the GM sent the item to my characters mail box and that was when I was positive I would sub for 3 months lol.

/sign

Originally posted by Reas43
OP message is a straight up lie or an outlier making a lot of noise. Of all things you could accuse EME of, bad customer support is one of them. Every experience with CS I've had, including my own have been top notch. Go slander somewhere else.

 

I put in a support ticket about being unable to sub and waited three days with no response. I then tried live chat and had a 5 hour queue. Tried the next day with a 40 minute queue and got a person. They resolved the issue promptly at that point. In my experience not stellar, but not bad either.