19 replies to this topic

[Dalton Dakota]

...'Mech did not show up in garage and the money (C-Bills) was deducted.

I received the following message, "Error in Saving 'Mech."

So...what do I do to fix this? Or am I out of 2.5m C-bills?

[Armament]

Submit a ticket, I've been seeing people with your same issue lately.

[Ryvucz]

And by ticket, e-mail support@mwomercs.com with your description.

[Dalton Dakota]

Okay, will do thanks. Funny thing is all the equipment and armaments are there in inventory, just not the 'Mech. Go figure! lol

[Modo44]

Yeah, it is a known bug, one of many UI issues. You can end up buying everything but the mech.

[Redshift2k5]

What did you attempt to buy?
Did you close the client and check again?

[Dalton Dakota]

Redshift2k5, on 09 July 2014 - 03:36 AM, said:

What did you attempt to buy?
Did you close the client and check again?

I purchased the Shadow Hawk 2H (non-champion). I received all the armaments and equipment, but not the 'Mech.

[Dalton Dakota]

Redshift2k5, on 09 July 2014 - 03:36 AM, said:

What did you attempt to buy?
Did you close the client and check again?

To follow up your question about closing the client, yes I did. I just logged back in and the 'Mech isn't there. I put in a ticket, but lord knows when I'll hear back from this on this. So I guess I'll count those C-Bills lost.

[Modo44]

The loss was due to a known bug, so you should be getting a refund without too much questioning. Note that PGI/IGP reside in Canada which generates some delays for support actions.

[Jody Von Jedi]

Dalton Dakota, on 09 July 2014 - 05:46 AM, said:

To follow up your question about closing the client, yes I did. I just logged back in and the 'Mech isn't there. I put in a ticket, but lord knows when I'll hear back from this on this. So I guess I'll count those C-Bills lost.

I've gotten really good service from Support. I'm sure they'll resolve the issue for you to your satisfaction. I had an issue once that wasn't even their fault, it was mine, and they gave me some premium time just out of good will.

Game support is really top notch.

Jody

[Koniving]

Dalton Dakota, on 09 July 2014 - 05:46 AM, said:

To follow up your question about closing the client, yes I did. I just logged back in and the 'Mech isn't there. I put in a ticket, but lord knows when I'll hear back from this on this. So I guess I'll count those C-Bills lost.

When this happened to me, I checked back about 15 to 20 minutes later and it magically appeared with a blue line saying "receiving items."

[Dalton Dakota]

Jody Von Jedi, on 09 July 2014 - 06:01 AM, said:

I've gotten really good service from Support. I'm sure they'll resolve the issue for you to your satisfaction. I had an issue once that wasn't even their fault, it was mine, and they gave me some premium time just out of good will. Game support is really top notch. Jody

I hope so. 2 days ago I submitted a ticket about their system denying me purchase of MC. Got an initial email then and hadn't heard anything since. Not a good start if you ask me.

[Redshift2k5]

Dalton Dakota, on 09 July 2014 - 07:17 AM, said:

I hope so. 2 days ago I submitted a ticket about their system denying me purchase of MC. Got an initial email then and hadn't heard anything since. Not a good start if you ask me.

Their support staff does not work on weekends, and even if you sent it on a Monday they'll probably be a few days before they can get back to you.

You can check the status of a support ticket over here http://mwomercs.com/support/tickets (al;l my tickets are "closed", but it should say either unassigned or assigned or something)

[Dalton Dakota]

Thanks for the link Redshift. They did reply to me in the last hour. So that helps in the first matter. Hopefully, they can resolve it so I can spend some money.

[Redshift2k5]

Keep in mind payment issues are not always on PGI's end, they may have to tell you to contact your bank/credit card/paypal etc depending on what payment type you've been using. But at least you heard back from them

[Dalton Dakota]

Redshift2k5, on 09 July 2014 - 07:38 AM, said:

Keep in mind payment issues are not always on PGI's end, they may have to tell you to contact your bank/credit card/paypal etc depending on what payment type you've been using. But at least you heard back from them

Yeah they let me know that the problem was with their system. They've made an adjustment (whitelisted me) so that won't happen again.

[Koniving]

Dalton Dakota, on 09 July 2014 - 08:49 AM, said:

Yeah they let me know that the problem was with their system. They've made an adjustment (whitelisted me) so that won't happen again.

Ahhh...

Heh. Normally a purchase of I think it was up to 30 (or so) dollars is okay and goes through, automatically white listing you. But if you're a completely new customer and the first thing you do is go for a 55 to "zomg the holy grail" purchases, it tends to set up a flag (as you never know when a kid has his parent's credit card and just buys something because it's shiny).

So I'm glad they worked that out.

Purchasing (as in buy a mech and bam it's disappeared) errors have only started in this and the June 17th patch, likely related in part to how 'new' the building system is for the Clan mechs (as many mech saving/loadout errors began appearing around the same time and from what I've noticed as of late the mechlab literally 'builds' and populates your mech when you go to click on it, slapping on even the paint scheme after the fact).

Usually the second patch of the month addresses issues caused by any new features found in the first patch or the one before. So hopefully they'll have tracked it down and fixed it by the mid month patch.

Edited by Koniving, 09 July 2014 - 09:03 AM.

[Dalton Dakota]

Koniving, on 09 July 2014 - 09:00 AM, said:

Ahhh...

Heh. Normally a purchase of I think it was up to 30 (or so) dollars is okay and goes through, automatically white listing you. But if you're a completely new customer and the first thing you do is go for a 55 to "zomg the holy grail" purchases, it tends to set up a flag (as you never know when a kid has his parent's credit card and just buys something because it's shiny).

So I'm glad they worked that out.

Purchasing errors have only started in this and the June 17th patch, likely related in part to how 'new' the building system is for the Clan mechs (as many mech saving/loadout errors began appearing around the same time and from what I've noticed as of late the mechlab literally 'builds' and populates your mech when you go to click on it, slapping on even the paint scheme after the fact).

Usually the second patch of the month addresses issues caused by any new features found in the first patch or the one before. So hopefully they'll have tracked it down and fixed it by the mid month patch.

Yeah I think because I'm here in the Philippines and my billing address is in the US kinda threw the system into that "zomg the holy grail." I'm sure they'll take care of my "lost 'Mech purchase too."

[Bront]

Modo44, on 09 July 2014 - 05:53 AM, said:

The loss was due to a known bug, so you should be getting a refund without too much questioning. Note that PGI/IGP reside in Canada which generates some delays for support actions.

What does Canada have to do with delays?

They're on PST/PDT (UTC-8/UTC-7), so depending on where you are in the world, times may not match up, and even then, they're supporting a game with a reasonable sized player base with a small staff, so it may take some time for a responce, but I've never had it take more than a business day when I've had issues to report.

[Modo44]

Bront, on 09 July 2014 - 09:20 AM, said:

What does Canada have to do with delays?

They're on PST/PDT (UTC-8/UTC-7)

That. Thanks for playing.