21 replies to this topic

[Zolaz]

I have an issue where my banked Premium Time activated when I did not click it. It has been over a week and I have yet to talk to someone over at Support. I have sent 3 different tickets, started a thread over in the Support portion of the Forums. Talked to Helmer, who got me in touch with Niko, who sent me an email about someone team killing me.

I dont know what is going on over at MWO, but I would like to get my problem fixed.

[Lefty Lucy]

Yep, game stopped working a week ago when I did a fresh install, and haven't heard back from support.

[EgoSlayer]

What Does It Take To Get A Reply From Support

Time - apparently there is a huge support backlog from the migration and not all the support systems came online or were not working fully initially. Note the last paragraph:

Nikolai Lubkiewicz, on 05 September 2014 - 03:44 PM, said:

Hey there!

We apologize sincerely for the delay.

Normally in these situations, the most common variable is as follows:
Purchases made with PayPal Chequing, Moneybookers, Western Union and select other financial institutions may take several business days to process, as much as 2 weeks or more, depending the institution's policies. We have no way to affect or speed up this process as we do not have any way to prove the transaction is completed until that institution completes their processing. Once that stage is complete, the purchase on our own systems should take place.

However, we can see that this is not the case here. Our records indicate that all your most recent purchase attempts were abandoned before completion. If this is not the case and something strange has occured to our systems, we kindly ask you to forward us the receipt of your purchase to support, where we will handle your ticket in the order in which it was received.

Please be advised, since the data center migration, we have been experiencing an increased backlog in support requests as we have been awaiting several backend account management and ticketing systems to become available to our CSR team once more. We are currently reaching tickets received last Sunday and hope to be back up to a normal wait-time by the end of this weekend.

Thanks for standing by.

Edited by EgoSlayer, 08 September 2014 - 03:06 PM.

[LauLiao]

Zolaz, on 08 September 2014 - 02:42 PM, said:

I have an issue where my banked Premium Time activated when I did not click it. It has been over a week and I have yet to talk to someone over at Support. I have sent 3 different tickets, started a thread over in the Support portion of the Forums. Talked to Helmer, who got me in touch with Niko, who sent me an email about someone team killing me.

I dont know what is going on over at MWO, but I would like to get my problem fixed.

Kinda strange... you sure you didn't get the free premium time from the weekend challenge? That activated automatically but shouldn't have effected your banked time.

[Budor]

They have issues, i guess due to the migration and maybe because support was handled by IGP to some degree (?).

I am waiting on help how to spend more money on this game, i doubt they would just ignore that if there wasnt a backlog.

[Mal]

LauLiao, on 08 September 2014 - 04:10 PM, said:

Kinda strange... you sure you didn't get the free premium time from the weekend challenge? That activated automatically but shouldn't have effected your banked time.

^This. How much time does the system show as remaining either in game, or when you check the appropriate part of your profile?

Sounds like it might be related to the challenge awards.

[Monkey Lover]

Support got back to me within 1 day (not counting weekend) Its about the only thing working in this game.


As for your perm time you sure u didn't get some for free? Did you do the challenge? If so this time starts right away.

edit(oh looks like this has already been said)

Edited by Monkey Lover, 08 September 2014 - 04:27 PM.

[9erRed]

Greetings all,

If you haven't heard, PGI just bought out IGP for full control of the MWO franchise.

- IGP was handling the support, now it's all PGI.

- So this means that all the 'Support' is now being channeled over to PGI, and they have just set up their teams and offices for this. (probably most from the last hiring event)
- Expect full on returns to issues as the Team gets into the backlog from what was left at IGP.

9erRed

[Kiiyor]

9erRed, on 08 September 2014 - 05:00 PM, said:

Greetings all,

If you haven't heard, PGI just bought out IGP for full control of the MWO franchise.

- IGP was handling the support, now it's all PGI.

- So this means that all the 'Support' is now being channeled over to PGI, and they have just set up their teams and offices for this. (probably most from the last hiring event)
- Expect full on returns to issues as the Team gets into the backlog from what was left at IGP.

9erRed

Link:

https://mwomercs.com...30#entry3701730

They've hired three brave new souls to try and help clear the backlog.

[Joseph Mallan]

Zolaz, on 08 September 2014 - 02:42 PM, said:

I have an issue where my banked Premium Time activated when I did not click it. It has been over a week and I have yet to talk to someone over at Support. I have sent 3 different tickets, started a thread over in the Support portion of the Forums. Talked to Helmer, who got me in touch with Niko, who sent me an email about someone team killing me.

I dont know what is going on over at MWO, but I would like to get my problem fixed.

You're on a Mission...

[Kilo 40]

Zolaz, on 08 September 2014 - 02:42 PM, said:

I have an issue where my banked Premium Time activated when I did not click it. It has been over a week and I have yet to talk to someone over at Support. I have sent 3 different tickets, started a thread over in the Support portion of the Forums. Talked to Helmer, who got me in touch with Niko, who sent me an email about someone team killing me.

I dont know what is going on over at MWO, but I would like to get my problem fixed.

http://mwomercs.com/...log-in-progress

[MischiefSC]

Did you include the obligatory $20 e-gift card to Liquor Valet?

If you're not presenting proper motivation why do you expect them to go out of their way for you?

[Zolaz]

Mal, on 08 September 2014 - 04:21 PM, said:

^This. How much time does the system show as remaining either in game, or when you check the appropriate part of your profile?

Sounds like it might be related to the challenge awards.

I was at around 143 days banked and it has been steady counting down. Did get the 3 extra days from the Lance Challenge. Im at 138 days and change counting down now.

[MischiefSC]

Zolaz, on 08 September 2014 - 08:23 PM, said:

I was at around 143 days banked and it has been steady counting down. Did get the 3 extra days from the Lance Challenge. Im at 138 days and change counting down now.

Dear god man the timer is ticking?!? Why are you on the forums, GO PLAY! You're burning PT hours!

[Mal]

Zolaz, on 08 September 2014 - 08:23 PM, said:

I was at around 143 days banked and it has been steady counting down. Did get the 3 extra days from the Lance Challenge. Im at 138 days and change counting down now.

Go blow some stuff up... geeze!

Last I saw, they were expecting to be through the migration related tickets 'soon', so they could then jump on the rest of the tickets. Hopefully you'll hear something in the next couple days.

[Zolaz]

Mal, on 08 September 2014 - 09:35 PM, said:

Go blow some stuff up... geeze!

Last I saw, they were expecting to be through the migration related tickets 'soon', so they could then jump on the rest of the tickets. Hopefully you'll hear something in the next couple days.

I have been playing. What do you think the chances are MWO will refund my time because their buggy game activated it?

[Ryvucz]

Zolaz, on 09 September 2014 - 08:22 PM, said:

I have been playing. What do you think the chances are MWO will refund my time because their buggy game activated it?

That's a tough one to answer.

Probably not likely at all, since I don't think they have code written to reverse it. THink they would have to manually go in and reset the time.

[Zolaz]

Well, still no word from Support. Guess that back log is horribly long. What do you think PGI will tell me when they finally get around to talking to me about my problem?

[Russ Bullock]

I will check in on this but I thought the backlog was brought under control.

I don't think the IGP staff was very motivated the last couple of weeks, so things piled up.

Also I have to wonder if any emails or tickets are getting lost in outer space with the transition - shouldn't be.

[Elizander]

Depending on how hard you slave drive the people working on tickets and how much investigation with backend tools is involved, you can maybe squeeze out about 100-130 e-mails from someone in a 9 hour shift (with 1.5 hours of breaks). If it's all level 1 inquiries then maybe more. It depends on how strict your QA is for that sorta thing. 700 e-mails is less than half of what we receive each day. That's on regular days. Let's not talk about when something happens to the server.

Also check your spam folder. We have e-mails that wander in there everyday and it's part of the regular tasks to go in and pull those out.

Edited by Elizander, 13 September 2014 - 07:26 PM.