14 replies to this topic

[Inside Out]

I asked the players in a few matches and the consensus was that support tickets are usually responded to within a week or 2.

I submitted a support request and got the auto response to the ticket. I haven't heard a word since and it's been 2 months.

What should I do?

[Kodyn]

The last time I contacted support it was dealt with early the next morning, as I'd put the ticket in after 9pm that night. If you've gone two months, I'd contact them again, that doesn't sound normal, unless they're severely backed up lately or something, I could be out of touch.

[Troutmonkey]

It depends on what you're hoping to get a response on "FIX CLAMS PLZ" probably won't get a response, but "My game keeps crashing with error[]". Anything money related gets an even faster response

[Inside Out]

Thanks for the heads up guys. It is sorta money related. Account not credited with Legendary founder stuff.

[McValium]

missing credit for founders stuff is probably something that needs some time to be checked, ususally you dont want to wait 3 years before putting tickets in on money related stuff.

[Otto Cannon]

They're probably just super busy with support tickets from steam nubs.

[crustydog]

My most recent request (day before yesterday) for support was auto responded to within about an hour - with a second response from a tech support rep within another hour, within which the solution was found. The tech support rep nailed it on the first try.

I was offline for only a single evening.

My previous request for support, sometime early last year, was fixed instantly on their end, with no need of a reply.

I'ld say the support system is working. Try it again.

[Jon Gotham]

I think it has been a bit backed up past few days, had to wait nearly five days for a response on a $70 spend. Though it got sorted swiftly when they got to it.

[Inside Out]

So, because I decided to buy a Founders pack but wait till release to play, that means I don't get my Founders pack?

I sent another support request and still nothing but the auto response. Not even a 'We're working on it'.

What are my chances of getting a refund?

[Ace Selin]

Inside Out, on 16 February 2016 - 01:21 PM, said:

So, because I decided to buy a Founders pack but wait till release to play, that means I don't get my Founders pack?

I sent another support request and still nothing but the auto response. Not even a 'We're working on it'.

What are my chances of getting a refund?

LOL the game was released years ago.

As to your situation, what is it you think youre missing, maybe you just cant find it and we can advise ?

[Inside Out]

Ok, so maybe I should have said 'after release', anyway,...

I bought the Legendary Founders pack, played during the beta for a week or so and then decided to wait till 'after release' to play. When I logged in at the end of last year, I didn't have any of the MC's, mechs and all/any of the stuff you get with the founders pack. Was I supposed to be emailed a code that I had to redeem to get said stuff or should it have automatically been credited to my account. I thought the later would have been the case.

Thanks for the help peeps.

Edited by Inside Out, 16 February 2016 - 05:00 PM.

[Troutmonkey]

A recent reply to one of my bug reports

Quote

Tina Benoit (Piranha Games)

Feb 16, 11:20

Thank you for submitting feedback!

While we do not currently have the resources to guarantee a direct response to each feedback ticket, the Community and Support staff will sort and compile your feedback into a consolidated monthly report before distributing it to the relevant department.

Thank you again, MechWarrior.

Piranha Games

Edited by Troutmonkey, 16 February 2016 - 05:01 PM.

[Ace Selin]

Inside Out, on 16 February 2016 - 04:59 PM, said:

Ok, so maybe I should have said 'after release', anyway,...

I bought the Legendary Founders pack, played during the beta for a week or so and then decided to wait till 'after release' to play. When I logged in at the end of last year, I didn't have any of the MC's, mechs and all/any of the stuff you get with the founders pack. Was I supposed to be emailed a code that I had to redeem to get said stuff or should it have automatically been credited to my account. I thought the later would have been the case.

Thanks for the help peeps.

Not being a Founder myself, i believe the top tier Founders got 4 mechs and 20,000 MC.
Use the Filter tab in the mechbay and set it to "All" to make sure you have no Founder mech, Jenner, Hunchback, Catapult, Atlas with the (F) for Founder designation. If you dont then they will be returned as they cannot be sold.
As for the MC on the lower left of your mechbay there should be an MC count, unless you used some to buy mechs, paints etc the lot should be listed there. You also get a Founder tag you can set from within the game.
Other than that the quickest way to get a reply is to Twitter Russ Bullock .. believe it or not (in a nice manner)

Also as one other poster found out ... are you sure you have logged into the correct account ?

Edited by Ace Selin, 16 February 2016 - 05:12 PM.

[Inside Out]

Yer, I don't have anything, as I said, no mechs, no MC, no tag. Although, since posting earlier, my support tickets has been responded to, yay! Thanks for the help and I hope I'll have my stuff soon™.

Cheers.

[Deathlike]

Ace Selin, on 16 February 2016 - 02:05 PM, said:

LOL the game was released years ago.

As to your situation, what is it you think youre missing, maybe you just cant find it and we can advise ?

If you didn't get what you paid for, there is legalities involved in such disputes.

These are the kinds of things that do need a more prompt response... just saying.