36 replies to this topic

[Penance]

Also posted in the patch support forums, and I changed the post name as it was little misleading.

OK, you'll see by the image below, a conversation with support is taking place, their answer to me was completely lax, and appears to skirt the issue entirely, and shows a lack of research. I work in the customer service industry and know when someone is saying "no" or a canned answer, as I do it daily, and that is what this appears to be.

You'll notice that on 1/20 I was buying some pilot abilities for my Dragon 1C. I accidentally clicked on the "USE GENERAL XP" button. As soon as I pressed that, the game withdrew 1000 xp from my pool. I am 99% positive at the time I had over 9000 in the pool. The confirmation box opened and I selected "NO".

The game did not credit back my experience, and withdrew it without confirming which is worse if this is the case.

I have emailed support about the issue, and their reply is below. They seem to not have researched the issue, and chalk it up to an accident on my side depsite my having NOT CONFIRMED the purchase in the dialogue box. Then, it appears support is refusing to research and credit the xp if this is indeed the case. OR to even look into the transaction history and tell me:

"Sir, after research, we have found that the transaction did not process and your xp values are the same, and were unchanged" OR "we see that it did withdraw, and you did say no, and were not credited...here is the credit of the funds that SHOULDN'T HAVE BEEN TAKEN IN THE FIRST PLACE".

This is NOT due to anything I have done. I have told the confirmation box NO, and the game is taking the xp without returning it, then PGI is telling me they have no access to it and that it's a mistake? Sorry guys, this is not becuase of me.

Edited by Penance, 21 January 2013 - 01:10 PM.

[Kunae]

Care to re-write that? It's mostly unintelligible.

[Chavette]

Raging manchild....

I was playing 4 in the morning and I did the same with 5000 exp, I actually clicked yes but my brain was on autopilot, grinding for 20hours+.

Did I write an email?

Did I make a rage thread?

Am I alive?

[Kunae]

Ok, now that you included the email I think I understand. Rather than working yourself into a foaming lather, do this:

As they obviously didn't read the post, and just responded with a cookie-cutter response, reply to that email. Calmly, but firmly, reiterate your situation, and that you're not asking for a refund for a "mistake" that you made, but instead are both reporting a bug and asking to have them investigate and restore your missing XP.

As long as you're calm, and polite, they will bump the issue up and get it properly investigated. Your posting a rant, here, doesn't help your situation, and may actually harm it.

[Penance]

Chavette, on 21 January 2013 - 12:27 PM, said:

Raging manchild....

I was playing 4 in the morning and I did the same with 5000 exp, I actually clicked yes but my brain was on autopilot, grinding for 20hours+.

Did I write an email?

Did I make a rage thread?

Am I alive?

You all fail to see the issue, and think it's fun to blame op incompetence...for everything.

The game is withdrawing XP PRIOR to confirming the purchase. Even after saying NO, to the systems they implemented (and I remember when they put the dialogue box in) it doesn't refund what you told the game not to spend. it's a broken system.

What is the point of a confirmation box if it just takes the XP anyway?

Kunae, on 21 January 2013 - 12:24 PM, said:

Care to re-write that? It's mostly unintelligible.

i had to edit the image.

Kunae, on 21 January 2013 - 12:31 PM, said:

Ok, now that you included the email I think I understand. Rather than working yourself into a foaming lather, do this:

As they obviously didn't read the post, and just responded with a cookie-cutter response, reply to that email. Calmly, but firmly, reiterate your situation, and that you're not asking for a refund for a "mistake" that you made, but instead are both reporting a bug and asking to have them investigate and restore your missing XP.

As long as you're calm, and polite, they will bump the issue up and get it properly investigated. Your posting a rant, here, doesn't help your situation, and may actually harm it.

i'm prefectly calm, forum trolls raise blood pressure quickly ...already replied calmly, sure I reacted a little to the fact they're blowing me off, but calm, for me anyway. But that answer is totally unacceptable, regardless of 100 xp, 100000 xp. Shows a total lack of research.

Wouldn't you agree, that IF this is the case, and the game is withdrawing XP prior to the dialogue box being accepted, that this is a problem? When the modules all cost over 10k Gen Xp, every little bit counts.

Edited by Penance, 21 January 2013 - 12:37 PM.

[Roughneck45]

It won't get "fixed", mostly in part because it is just a GXP number, and their stance is probably "if we help one person and change it, then everyone will want the same, and it will open up a floodgate that we never wanted in the first place"

If it involved a cash transaction, you might have had a better chance.

Just feel lucky it wasn't. I recently gifted 10$ in league of legends to 4 of my friends, but I accidentally clicked the wrong account for one of them. I spotted the error immediately and tried to contact riot games ASAP to correct the mistake. Took them 4 days to respond to me, and all I got was a NO. I will never be giving them another cent.

Edited by Roughneck45, 21 January 2013 - 12:42 PM.

[Budor]

Sold a fully upgraded and pimped CN9-A with MC camo due to lag while only wanting to repair it...rebought after 10sec of thinking bout it. Not worth the rage.

[Kunae]

Penance, on 21 January 2013 - 12:34 PM, said:

i'm prefectly calm, forum trolls raise blood pressure quickly ...already replied calmly, sure I reacted a little to the fact they're blowing me off, but calm, for me anyway. But that answer is totally unacceptable, regardless of 100 xp, 100000 xp. Shows a total lack of research.

Wouldn't you agree, that IF this is the case, and the game is withdrawing XP prior to the dialogue box being accepted, that this is a problem? When the modules all cost over 10k Gen Xp, every little bit counts.

Yes, but they only have like 1 tech support guy(poor Justin) answering support tickets. As with any support role, there's a tendency to scan tickets for common complaints and cookie-cutter the response. Not the best solution, but an understandable one. If the first answer doesn't satisfy, they actually have a reason to look at the issue more closely.

Edited by Kunae, 21 January 2013 - 12:40 PM.

[Tennex]

there needs to be a better system for picking GXP or XP. a more distinguishable system.

i have made the same mistake
i'm sure many people have as well

[LauLiao]

How can you be sure you didn't accidentally confirm?

[AlexEss]

beta game is beta, beta support is beta.

Policy documents most likley not complete yet, nor is the support platform. Thus it is most likely a PITA to find the info needed. So how about you make some constructive suggestions in the suggestion part about how they could improve their support.

Then again that takes effort.. and we can not have that now can we,

[Perfecto Oviedo]

Yeah dude, if it was a money issue, that would be one thing. But they probably wouldn't refund a XP thing.

Also, they said that they don't have specific controls over everyone's individual XP pools: tells me that they can basically just wipe en masse, and that's about all they can do to people's XP.

Their course of action is to fix the bug, but they seem unwilling or simply unable (in either case, it makes sense to me) to refund your XP.

Edited by Perfecto Oviedo, 21 January 2013 - 12:48 PM.

[Kunae]

Perfecto Oviedo, on 21 January 2013 - 12:47 PM, said:

Also, they said that they don't have specific controls over everyone's individual XP pools: tells me that they can basically just wipe en masse, and that's about all they can do to people's XP.

Justin doesn't have those controls. The Devs do, as it's merely a database entry.

[OneManWar]

"I work in the customer service industry and know when someone is saying "no" just because, as I do it daily, and that is what this appears to be."

So YOU do it daily to people but are pissed when you think someone does it to you over a magic number in a game? Talk about a hypocrite.

[Penance]

Kunae, on 21 January 2013 - 12:39 PM, said:

Yes, but they only have like 1 tech support guy(poor Justin) answering support tickets. As with any support role, there's a tendency to scan tickets for common complaints and cookie-cutter the response. Not the best solution, but an understandable one. If the first answer doesn't satisfy, they actually have a reason to look at the issue more closely.

Well, I won't confirm or deny who I'm speaking with, and working in the support field, I get that issues come up over and over and they have canned answers. Although, we (support and I) are speaking about it now....the answer is "IT'S STILL BETA, THOUGH OPEN BETA" , and he also ackowledged that this is a know issue in a way without directly saying that, here is his quote:

"We're still developing our tools and although we can keep track of monetary transactions and making sure everybody got what they paid for, we're not yet able to track the XP efficiently. There's a reason why it's still an "open beta" and not a released version. That is one of them."

LauLiao, on 21 January 2013 - 12:41 PM, said:

How can you be sure you didn't accidentally confirm?

Because, when I clicked the Gen XP button, my heart did a thing, like "WHAT DID I JUST DO!!!", then the dialogue box popped up and I intently watched my mouse pointer move over "NO"...I do understand why you ask the question though.

I was annoyed at the response, because in my eyes, a better answer would've been "we know, and it's being worked on", as his second reply hints at.

This is a game where we will be spending a lot of time in grinding for this XP, or spending actual money on things. I would expect systems in place to track these things, especially when the game is open to the public. Is 1000GXP a big deal, in the grand scheme of life and the game? No it is not.

But, this is still a beta, and we are still beta testing, this is a major system in the game and there appears to be a wide gaping hole in it, the dialogue box looks to be for appearances only.

OneManWar, on 21 January 2013 - 12:51 PM, said:

"I work in the customer service industry and know when someone is saying "no" just because, as I do it daily, and that is what this appears to be."

So YOU do it daily to people but are pissed when you think someone does it to you over a magic number in a game? Talk about a hypocrite.

Damn right! the most dreadful kind, but the other side is, i'm aware of the tactic, so, I didn't like the canned answer, suspected it was just that, and went back for more informtion. Most people would've just said "Oh, OK", and left it alone after the first response. Justin is talking, to me, and i'm being polite and talking to him. He handled the issue the way it was supposed to be...the base answer, then if the customer (me) wants more, then you go into it and we are.

Edited by Penance, 21 January 2013 - 01:03 PM.

[Kraven Kor]

Your entire "calm, rational demeanor" ceased when you posted a thread here titled "Support Level Unacceptable."

I'm kind of on your side here, but you are not helping your case with this thread. At. All.

[Penance]

Kraven Kor, on 21 January 2013 - 01:05 PM, said:

Your entire "calm, rational demeanor" ceased when you posted a thread here titled "Support Level Unacceptable."

I'm kind of on your side here, but you are not helping your case with this thread. At. All.

I did change the thread title, as the level of support was fine, the answer was what I didn't like.

[Wizard Steve]

The OP lost some GXP thanks to a bug.

I lost MC due to a bug and got the same level of service.

He's right, it's crap!

[Kraven Kor]

Penance, on 21 January 2013 - 01:07 PM, said:

I did change the thread title, as the level of support was fine, the answer was what I didn't like.

Still though, even this new title is inflammatory, and worse, now it just sounds like you aren't getting the answer you want.

Again, I'm with you, but the way this thread is titled and worded does not seem to be beneficial to the case you are trying to make.

[Penance]

Wizard Steve, on 21 January 2013 - 01:08 PM, said:

The OP lost some GXP thanks to a bug.

I lost MC due to a bug and got the same level of service.

He's right, it's crap!

I might have over-reacted to the answer I will admit, i tend to do that, but I'm still capable of discussion the issue rationally.

But, the fact remains, and has been somewhat confirmed that there are issues with this system, and that there are currently NO means of tracking XP expenses, only cash transactions.

A mod in the support forums told me it's working, there are some issue, but wouldn't expand.