9 replies to this topic

[M0rdresh]

When it released I bought the a la carte HIGHLANDER IIC mech.
Played for a day or two with it and accumulated a lot of XP.

Now today I logged in and the HIGHLANDER IIC has disappeared.
I triple checked all the filter settings and whatnot, it is gone.

When looking on the website I do not see it as an owned product anymore.
This is utterly concerning and I have lost trust and confidence, not just the fact that it’s gone and it prevent me from enjoying the product I purchased, the fact that is just simple can vanish without any input and losing my progress with it.

I filed a ticket.

Anyone ever experienced this before?
As a new player I seriously start to doubt to invest time into this game, if mechs can just vanish like that.

[Varvar86]

0_о
Are you actuially able to buy la carte those mechs? Don't they only package offer?

[M0rdresh]

Yes, you can buy those a la carte.
This purchase was not an imaginary one, I played the mech two days only to discover it's gone.

The funds on my credit card did vanish though, they managed to keep that correct.
It's amazing how such a thing can happen.

I have the day off and was looking forward to playing my new mech.
Support is only possible during PST business hours, so I have to wait until tonight up to the point when the support team starts their working day and start on the backlog of tickets.

I know I'm frustrated right now en ranting/venting, but I would expect this game to offer some European friendly support. But I kind of figured out that's not the case on my very first day, a patch maintenance at 7pm - 11pm which is prime time over here.

Not a good new player experience.
I'm thinking about asking for a full refund / Paypal dispute, these are no good signs and trust is lost.

Edited by M0rdresh, 17 December 2015 - 04:56 AM.

[Varvar86]

Never heard of such problem before Maybe some Steam problems. Contact with support. Be ready to show your purchase confirmation and I'm sure evreything wil be restored ASAP.

Edited by Varvar86, 17 December 2015 - 04:58 AM.

[M0rdresh]

I did contact them. Only possible via email and during United States pacific times.
So it will be 19pm my local time when they start working, let alone by the time they reach my ticket.

Edited by M0rdresh, 17 December 2015 - 04:58 AM.

[Dracol]

Although a lot of negative things have been said about PGI, their customer service has always been talked about positively. The unfortunate part being that its not 24hr service. Sorry to hear this happen to you.

[Varvar86]

Supports working only in USA/canada is a normal thing these days. Had same problem with EA games some time ago, have to wait till late night here before I could connect to support. I understand you, but there is no other choise. I belive evrything will end good.

Edited by Varvar86, 17 December 2015 - 05:04 AM.

[M0rdresh]

There is a moment of frustration and to complain, but equally when rectified.
I can confirm customer support did help me and it was a great experience.

There were some misunderstanding around an earlier refund and whatnot.
This led to the disappearance of the mech by accident and it's been restored so I can rock on!

Truth be told maybe my reaction was hasty, but it does feel nasty when something you treasure vanishes in the digital purchase world. The fact that it was not some sort of technical issue and in the end an explained phenomena inspires confidence again.

[Revis Volek]

The company is located out of North America so you will be stuck on those available times.

[Not A Real RAbbi]

I'm glad to hear that it got resolved! As stated by others, PGI's customer support staff is GREAT.