Curse

Lord Sojar · Nov 28, 2006, 12:44 AM // 00:44

So, after many many emails sent to and from good old NCSoft, I have come to one conclussion. Their customer support is lousy, impersonal, and above all else, rude.

I have received nothing but automated responses. This thread is simply a review of their customer service, and in accordance with forums rules and regulations.

Quote:

Originally Posted by NCSoft

Response (GM Marcus) 11/25/2006 02:08 AM

Hello,

Thank you for contacting the Guild Wars Support Team. Unfortunately, we are unable to assist you with this matter.

We are able to assist only the original owners of Guild Wars game accounts. This is because our User Agreement disallows the trade, transfer, or sale of any game accounts, as outlined under Section 3, "License to Use," at http://www.guildwars.com/support/leg...-agreement.php. Because of this, our account-related services only pertain to the original owner of the game.

In order for you to be considered an original owner of a Guild Wars game account, you will be required to purchase a new, unopened, and unused retail copy through one of our authorized local or online stores. For a list of options to purchase Guild Wars -- online or though a local retailer -- please see the following links:

- http://www.guildwars.com/support/wheretobuy/
- https://store.plaync.com/

You may also purchase a Guild Wars Access Key alone by using the PURCHASE CODE link in the "Online Purchased Serial Codes" section of your PlayNC account management page (at https://secure.plaync.com/cgi-bin/plaync_manage.pl).

If you have any further questions, please do not hesitate to ask us.

Regards,
The Guild Wars Support Team

Well... no duh Sherlock. I have another account as I mentioned in my first email to them. They don't even read the emails in detail, they simply scan for keywords, then hit F7 to generate that typical response.

Now, their response is within guidelines of the EULA, so that is understandable.

HOWEVER. I have an email from them a while back when I created my Factions account as a stand alone instead of a linked account. They disabled that account and reissued me a new key. Now, all of the sudden, they cannot do that. Seems a bit odd to me....

Quote:

Originally Posted by NCSoft

Response (Colby) 05/27/2006 04:41 PM
Hello Connor, Thank you for replying and accepting our offer to reissue your access key(s). The access key you previously sent us will NO LONGER BE VALID. You are being issued this NEW replacement key EDITED OUT to use for adding to your Guild Wars xxxxxxx(edited)@plaync game account. You will now be able to follow these instructions to enable your game account: 1) Launch the Guild Wars game client. 2) Click the Create Account or Add Access Key option on the login screen. 3) Click the Add the Access Key to an existing Guild Wars account checkbox. 4) Enter your account e-mail address and password, and click the Next> button. 5) Enter your Access Key, and click the Next> button. 6) Click the Next> button to accept the addition of your access key. NOTE! - We recommend that you keep this e-mail with access keys in a safe place for possible future verification purposes. Please let us know if you have any further questions or need any additional assistance.
Regards, The Guild Wars Support Team

Hmm, interesting email. So they were able to unlink the keycode from that account and then recreate a new key for me to link to the account in question now. So, the above email is a lie or their current ones are lies? The did as they said in the above email, so I guess their most recent email is a lie. That is as follows.

Quote:

Originally Posted by NCSoft

Response (Leslie) 11/27/2006 04:41 PM
Connor,

Thank you for your update.

Unfortunately, once access keys are registered to an account, they are permanently registered to that account and can never be reused, transferred or removed. Because you are not the original creator or owner of this account, we are unable to assist you with regaining access to this account. I strongly suggest you discuss this issue with your friend regarding the account.

I apologize for any inconvenience or frustration this may cause.

Regards,
The Guild Wars Support Team

So, again, I understand the EULA preventing me from accessing the PlayNC account in question. However, what I don't understand is the comment in bold (I bolded it) Seems they have already done just that in the past, so obviously, they do not wish to assist customers who have paid nearly 500 dollars for Guildwars accounts and keycodes. That seems like very poor customer service. You cannot play both sides of the tennis court. If you have an account given to you by a friend, they shun you and neglect to help you in ANY way, shape, or form. However, if you registered the account, they seem more then happy to go to any lengths to help you.

This just shows that NCSoft only cares about their original money paying customer and not some freeloader who was given an account as a gift. That is low class customer service, EULA or not. Shame on them.

ss1986v2 · Nov 28, 2006, 12:50 AM // 00:50

were you the original owner of the previous account that they did change? if so then these are two different situations and i understand NCSoft's position.

*edit*

i dont think its a matter of cant, but wont. if you had been the original owner, maybe. but since you are not, oh well.

Lord Sojar · Nov 28, 2006, 12:55 AM // 00:55

Quote:

Originally Posted by ss1986v2

were you the original owner of the previous account that they did change? if so then these are two different situations and i understand NCSoft's position.

No, I wasn't. That account was owned by another of my friends by the name of Andrew. He purchased a few Factions keys by accident, and couldn't return them. But he had made the mistake to start a standalone. They undid that gave me HIS keycode. Funny eh?

ALSO: Please note AGAIN, this thread is not on their response, it is on the lack of personal customer support. It is all automated. Preformed, filtered, machine like.... That is bad customer support. Leslie I am sure is just some retarded Emailing program some NCSoft lazy employee hit enter to send me stuff. At least the post from Colby is human like and friendly in some fassion. This type of customer support is very disappointing...

On another note: I just looked at something quite eerie.... Look @ the times and dates of the two NCSoft posts I posted last.... 27th day of the month @ 4:41PM.... robotic? Me thinks so.... 6 Months apart to the exact minute... that is creepy...

Former Ruling · Nov 28, 2006, 12:58 AM // 00:58

They haven't lied, and haven't done anything rude, or anything you claim...

On the first issue: This is about the account "your freind gave you" right? From your other thread? Then there you go...It isn't yours they WONT HELP YOU. Simple.

On the Transfering thing...They are 100% truthful, they can't be reused, transfered, or removed from an account. What they did for you in the first Email is different - They closed a whole Account (not 1 key from an account) and gave you a key to remove that account. Which technically is not transfering, removing a key, or reusing a key...so they are 100% right.

The newest email where they say they can't do that in this case is again because you have no right to do anything about or request anything be to the account, like closing and restarting it - The Circumstances are probably different too, does this account have multiple keys on it? I bet it does.... EDIT: you claim the first time was an account given to you too, but I Also bet this wasn't freely given to Anet in your email. I'm sure it would have went alot differently if your email had stated "My Friend has this Factions account, will you close it and give me an access key to replace it?" - Alot of laughing on their part would have been involved.

Quote:

This just shows that NCSoft only cares about their original money paying customer and not some freeloader who was given an account as a gift.

No...DUUHHHHHHHHHHHH.... Their own agreement that your friend signed to use the account clearly states only He/She had any right to that account usage - the second the account was transferred to you that is all void...

I find it Offensive that you even suggest that they should help you...

Lord Sojar · Nov 28, 2006, 01:04 AM // 01:04

Quote:

Originally Posted by Former Ruling

They haven't lied, and haven't done anything rude, or anything you claim...

On the first issue: This is about the account "your freind gave you" right? From your other thread? Then there you go...It isn't yours they WONT HELP YOU. Simple.

On the Transfering thing...They are 100% truthful, they can't be reused, transfered, or removed from an account. What they did for you in the first Email is different - They closed a whole Account (not 1 key from an account) and gave you a key to remove that account. Which technically is not transfering, removing a key, or reusing a key...so they are 100% right.

The newest email where they say they can't do that in this case is AGAIN - because you have no right to do anything about or request anything be to the account, like closing and restarting it.

No...DUUHHHHHHHHHHHH.... Their own agreement that your friend signed to use the account clearly states only He/She had any right to that account usage - the second the account was transferred to you that is all void...

I find it Offensive that you even suggest that they should help you...

Guess you missed the point where the first time they closed the account, it wasn't mine either right? GG.

The fact is, NCSoft is being two faced on this. Try reading carefully "friend". And don't turn this into a flamefest please. I am entitled to my opinion of their customer service and to review it. I am simply using my right as a paying customer to show the community a review of bad customer support.

AND AGAIN: My thread isn't on their responses as much as it is on the way in which they express those responses. Rudly, no human relation or compassion, no gratitude, no CARE. That is my issue. Please do not overlook the issue and focus on the response itself.

KoalaMeatPie · Nov 28, 2006, 01:10 AM // 01:10

Okay,

You opened this thread, why?

Just to rant out that ANet is bad and they should do something?

They Told you they won't, F.R. Told you why, Anet Told you why, They won't do anythying Just because you opened this thread.

Guess YOU missed the point, nothing will be done.

This is pointless, you arn't listening to anybody, even the Authority in Anet.

Chicken Ftw · Nov 28, 2006, 01:11 AM // 01:11

QQ more? Take it to NCSoft, not to us. Honestly, we don't care. It's not our business, it's between you and NCSoft. This topic might not be intended to be flamebait, but that's all that will come of it. Fanboys versus the "we've been screwed" faction.

Cacheelma · Nov 28, 2006, 01:12 AM // 01:12

They bothered to response AND gave you a new key, and then another response AND some explanations, yet you call them less helpful?

DUHHHH.

Lord Sojar · Nov 28, 2006, 01:13 AM // 01:13

Quote:

Originally Posted by KoalaMeatPie

Okay,

You opened this thread, why?

Just to rant out that ANet is bad and they should do something?

They Told you they won't, F.R. Told you why, Anet Told you why, They won't do anythying because you opened this thread.

Guess YOU missed the point, nothing will be done.

It is a REVIEW!!!!!! REVIEW! Of their customer service and the way they speak (type) to customers without any personal attention or care! Their emails are empty, inhuman shells. I am sick of large coorperations treating paying customers like numbers. Excuse me, but last time I checked, if all paying customers stop paying, then guess what? Bye bye company. They should treat the people who put the food on their tables for their families with more respect. Get the point PLEASE. It is a review on their customer service and their attitude, not on their response. Please try and understand that! I don't want to see another comment like yours; aka a completely lackluster, not thought out flame.

Quote:

Originally Posted by Cacheelma

They bothered to response AND gave you a new key, and then another response AND some explanations, yet you call them less helpful?

DUHHHH.

Again.... with another irrational and off topic response. You people are completely incapable of understanding the point of this thread. It is, as I have said now 6 times, a review of a company's response. Oh, and just a note: ANET doesn't do their own Customer Service, NCSoft does it for them.

Also, @ Cacheelma. Note the date on the response from NCSoft regarding the new key. it is a related incident, but not directly with the current one. READ before you post, impulse flaming gets you no where.

Xenex Xclame · Nov 28, 2006, 01:15 AM // 01:15

Hmm i seem to be mising where we say the first account wasnt yours?

The thing that is happening here i believe is, that the first time you made a stand alone, lots of people did this by mistake,so because you might have not told them it wasnt yours, they believed you just made a mistake when creating account and gave you a second chance.

However after some time when they had let everyone know that once you make a stand alone account you will not be able to link it anymore VERY CLEAR they decided they would not do help people to link stand alone accounts anymore.

So maybe they can but they wont it would take too much time.

ss1986v2 · Nov 28, 2006, 01:16 AM // 01:16

Quote:

Originally Posted by Rahja the Thief

Guess you missed the point where the first time they closed the account, it wasn't mine either right? GG.

actually i think you missed his point. in your email before to NCSoft, did you tell them that it was a friends account and that he was giving it to you? if you did not, then you lied to them and thats why they did it, because they assumed that you had been the original owner.

if you did tell them that it was a friend giving his account to you then disregard all of this.

Cacheelma · Nov 28, 2006, 01:19 AM // 01:19

....I see nothing wrong with their responses. What's more do you want, a 3-page long explanation on what "We can't help you" means? Or a beg for you to stay with them, despite the fact that you got your account for free and asked them to do something they can't?

Again, DUHHHHH.

darkMishkin · Nov 28, 2006, 01:28 AM // 01:28

Please quote your own correspondance aswell as all of ANet's replies, in order that 1. We can understand what they are refuseing to do, and 2. Because that is the only fair method of reviewing any customer service.

Inde · Nov 28, 2006, 01:29 AM // 01:29

Because this thread has deteriorated it's time for it to be closed.