Customer service

kindred125

I was hacked in rift a few weeks ago and had to make use of the complaints system, although i recieved a rapid response initially the issue dragged on over several days which ended with me closing the complaint and restoring my character to a position of play myself.

This for me was pretty poor customer service, until i recieved an email today of the following,

Greetings Ascended,

Our goal here at Trion is to deliver the highest quality games and a superior customer experience.

Recently, you had to wait through an exceptional delay during the processing of your request for support — a delay that did not and will not meet our high bar for responsiveness. For that, you have our sincere apologies.

This is not the experience that you should expect from Trion Worlds. To help make up for the delay, we have:

• 
  Credited your account 30 days of play time.
• 
  Bestowed via in-game mail, to all your current and future characters, a full set of the special RIFT pre-order bonus weapon enchant runes that you may not have had previously.

No action is required on your end. These items and days of play time have already been added to your Trion Worlds account.

We know this does not entirely make up for the frustration you have encountered, but this is our way of thanking you for your patience.

Please know that Trion Customer Service will continue working tirelessly through our support requests. Between recently expanded Customer Support staffing and improvements in our own tools, we are on track to resolve matters more quickly in the future.

I want to personally thank you for your continued support of Trion Worlds, and I hope you continue to enjoy RIFT.

Best regards,



Craig P.

Director of Customer Service & QA

Trion Worlds.

 

Although it was annoying at the time a free month is pretty good compensation and hopefully improvements will be made to customer complaints to see them resolved in a more timely manner.

Scot

Glad it was sorted and you got a sweetner in the end, it clearly meant something to you as this is your 3rd post in seven years.

Enjoy the game.