141 replies to this topic

[Sabazial]

Alexander and Niko, can you check out this topic http://mwomercs.com/...747-chargeback/

Lots of us in this thread have been waiting almost a week to get clan mechs we paid for, some have been waiting even longer.

[Neutron IX]

I can't seem to purchase MC in order to take advantage of the True Colors sale, but I'm afraid to add another ticket to your back-log.

Think the sale could be extended or repeated when you guys are caught up? Got some colors I'm itching to spend some money on.

[SoulReaver DA]

I've been waiting since a week ago Friday for my alacarte timberwolf pack. Nothing gets injected daily and payment has been received 10 min after I selected purchase. tried posting on 2 other threads, and the drop down selector for category in making a new ticket is broken. Also tried the link to email support and it says my email hasn't been configged. This is just ridiculous. Any help from the new crewmates would be appreciated.

[Nehkrosis]

Hey sorry for posting again, sent in a support ticket about 4 days ago, but no word back, keep getting this error message when i try log in, at the client start up,
[color=#959595]AN ERROR OCCURRED [/color]
[color=#959595]"servers are currently undergoing maintenance.[/color]
[color=#959595]Please try again later.[/color]
[color=#959595]Check the website for more information. [/color]

and i have replace my system.cfg file already as suggested, but nothing.

Edited by Nehkrosis, 13 September 2014 - 02:15 AM.

[Avi]

I've been waiting since Sept 1st for a Stormcrows A-La-Carte purchase and have still not received the items OR any response from support, despite multiple e-mails sent to support. So I'm down $55 with nothing to show for it and apparently no one to turn to.

What is going on? I get that there are problems, but not even sending a reply to the support e-mail?
This is a WEEK after the "SUPPORT BACKLOG IN PROGRESS" news post.

[Jody Von Jedi]

Nehkrosis, on 13 September 2014 - 02:16 AM, said:

Hey sorry for posting again, sent in a support ticket about 4 days ago, but no word back, keep getting this error message when i try log in, at the client start up,
[color=#959595]AN ERROR OCCURRED [/color]
[color=#959595]"servers are currently undergoing maintenance.[/color]
[color=#959595]Please try again later.[/color]
[color=#959595]Check the website for more information. [/color]

and i have replace my system.cfg file already as suggested, but nothing.

That almost sounds like you're trying to launch using the Public Test copy of the game. You may want to uninstall the game and do a fresh install.

[Megaton Doombringer]

I also have been waiting for a while. I ordered a clan package on Sept 2nd, And like everyone else, No Items, No reply's, No Refund. I am really starting to question the business practices of piranha games. If they have not sent responses to people after 2 weeks will they ever? How far are they backlogged? weeks ? months? A week ago I read that support had around 700 claims backlogged. After 1 week why is nothing being done yet? As I have posted before ( 3 people x 40 works hrs = 120 man hrs. 700 claims / 120 man hrs = 5.8 claims an hour per person). That is about 10 minutes per claim, and a lot of people have written multiple claims. I have written 2 claims, so you are trying to tell me you cant send a simple reply in 20 minutes. Like a lot of people, I have worked many weekends to get caught up at work, why aren't they? The only 2 posts I have read concerning this messed up ordeal, written by the support personal. Is the one at the start of this post and one about not doing a CHARGE BACK, because your account will get banned. A lot of us are more than justified in doing a charge back. But than you lose that way also by getting banned from the game you were willing to spend the money on in the first place. I am a patient man and more than willing to work with support personal to resolve this issue. But after 11 days with no word or reply about the situation( sorry but to me an automated response is the same as no response) , I am beginning to wonder if I am just hosed.

Edited by Megaton Doombringer, 13 September 2014 - 04:14 PM.

[Nathan Xain]

Megaton, check out Russ's post on this thread: http://mwomercs.com/...ck/page__st__40

Might help. I hope.

[SoulReaver DA]

Send Russ a pm if you are still having issues with purchases or deliveries. He's making a list of players to Start handling on Monday.

[Cellinor]

I have been waiting on my MC refund of 4500 from purchasing a mech from the sale but being charged full price instead. my ticket # is 140968. I would like to spend this MC but obviously need it back before I can spend it.

[Nehkrosis]

Hey, just tried to re-download the game.
corrupted download, and oddly, this is the 3rd time trying in the last 2 days.
got this message "The downloaded files is corrupted. the MD5 hash of the local file dosnt match that on the server. would you like to re-try?"

so......im stumped at this stage....
pls help?

[Bront]

FYI, I think there's a problem with your email system. I emailed a response to 2 tickets on the 12th (to close them, I figured out my issue), and I got an email response late yesterday (the 15th). It may be a problem with your support system.

[TimoWasTaken]

Both of my issues have been resolved, and I was very impressed with the helpful professionalism.

Thanks for your help Niko and Sergio, I really appreciate it.

[ski2060]

So, any chance my unit can get their registration fixed? Unit is: Murphy's Law. It was pre-registered by DocBach, and goofed up first day.

We'd like to be able to show our tags in game sometime before CW.

Thanks.

[darkviper]

InnerSphereNews, on 08 September 2014 - 06:23 PM, said:

• Alexander Garden - Technical Support
  
• Sergio Santos - Account Support
  
• GM Patience - Moderation Support

</p>

Welcome guys..

We will try to not scare you off.

Cheers,

Dv

[riTk0MA]

Hello.

It's been 9 days since this announcement was posted. Would it be possible for someone to tell us approximately how far through the stack of support tickets PGI's support team has progressed?
A progress update every few days should help to prevent people from whining and / or submitting additional support tickets.:-)

I'd like to purchase the Clan Wave II pack, but an unable to do so until my problem's been resolved.

[Russ Bullock]

If you have bought mech packs and still not received please send me a PM.

They are working their way through the back log still but I will throw undelivered purchases to the top of the heap for sure.

[Maver0ick]

Russ Bullock, on 18 September 2014 - 12:37 AM, said:

If you have bought mech packs and still not received please send me a PM.

They are working their way through the back log still but I will throw undelivered purchases to the top of the heap for sure.

Are mech packages automatically updated upon receiving payment or does it require manual action from someone?

Edited by Maverdick, 18 September 2014 - 04:47 AM.

[Bront]

Russ Bullock, on 18 September 2014 - 12:37 AM, said:

If you have bought mech packs and still not received please send me a PM.

Can we PM you if we just want the package?

Please?


Seriously, it's good to see this sort of thing be pushed to the front, even if it's not effecting me (I wish I had the money to have that problem). Keep up the good work PGI.

[SnagaDance]

While all Support-tickets should recieve the attention they're due I wonder if you make a priority selection? Maybe some types of calls get to the top of the que because of a category they fall in? I was wondering because you could have calls affecting a single person, or the enjoyment of an entire team (and possibly the opposing team too). Like team killers. Me and another player got killed by one yesterday evening (CET). A friend is team killed by the same pilot this morning. Another friend by the same guy this afternoon. The team killer isn't subtle about it, it's even gallingly clear from his pilot name.