I have a love/hate relationship with Turbine. They made my favorite MMO of all time, Asheron's Call.
But when my account was hacked, they were the most useless company I've had the displeasure of paying money to. A friend told me he thought someone was on my account, so I tried to log-in and sure enough my PW had been changed. That friend then allowed me to log into the game on his account so I could file a petition. I log in, and this person who hacked me was currently ON my account, giving all the items to another person in-game (I know exactly who the person was, too and he was reknowned for his thievery and general douchebaggery). So I file a petition and got a response within 30 seconds. However, the GM told me that he could do nothing about it because it appeared that someone else had accessed my account and that was against their terms of service.
I told him "YOU'RE RIGHT, they are on it RIGHT NOW, STEALING ALL OF MY THINGS". I even explained who the other character was that he was giving everything to, and where they were. To which he replied that it was out of his control. I begged with this GM to simply LOCK the account while I recovered my information. No harm done to anyone. He continued with his schtick about how there was no telling whose account it was due to the account having several IPs associated with it. Complete and utter BS, and a terrible explanation as there's no telling how many IPs I myself had over the years I played the game. Told him I would be cancelling my account of 4 years as soon as I retrieved the information and he responded that he was 'Sorry to lose me as a customer'.
In the next couple days when I was able to access my account after resetting information through their 'proper channels', I logged in to find everything completely gone and my character deleted. Cancelled my account that instant, and have been back only once since then for a single month to check things out. They could have had a loyal subscriber for years to come, likely to this day still, had they only locked my account to allow me time to recover my information.
Terrible customer service, and I will be wary of ALL Turbine products in the future.
As a Turbine customer since 1999, I have had to deal with customer service on 5 seperate occassions. I have had 4 great resolutions and only one that I felt was sub-par due to the length of time that passed between ticket responses.
On one occassion in AC I had some important items wiped from my inventory due to a temporary glitch. The Turbine CS managed to recall an old copy of my toon and refund everything.
On another occassion I was the host of a fairly large server event which grew unwieldy and began to cause significant lag threatening to end our event early. Turbine GM's proactively opened a portal to transport our entire event to a private area of the server (Harvestgain Del Cabon marriage circa 2002).
I am sure that Turbine can't please everyone and am equally sure that as imperfect humans they have delivered some downright aweful CS.
To say they are the worst may be your right but it is far from rational or accurate compared to a plethora of other companies with far worse track records, some even criminal.
Del Cabon A US Army ('Just Cause') Vet and MMORPG Native formerly of Trinsic, Norath and Dereth. Currently playing LOTRO.
Had to deal with customer service twice. Not only was the first one really fast but my problem was instantly resolved. Sadly the second time they were also really fast and the outcome wasnt what I had hoped for but in hindsight it was entirely my own fault I've had so few bad runins with customer services over the last couple years (and several games) that I cant even recall a single one complaint... alright maybe waiting 4 days for an account issue during my SWG visit got me annoyed, that's about it.
bad customers service at turbine? seriously? ...youve ever tried calling with clickanbuy or paypal....if you want something useless that lasts way to long and never gets fixed..try that :P
Comments
I have a love/hate relationship with Turbine. They made my favorite MMO of all time, Asheron's Call.
But when my account was hacked, they were the most useless company I've had the displeasure of paying money to. A friend told me he thought someone was on my account, so I tried to log-in and sure enough my PW had been changed. That friend then allowed me to log into the game on his account so I could file a petition. I log in, and this person who hacked me was currently ON my account, giving all the items to another person in-game (I know exactly who the person was, too and he was reknowned for his thievery and general douchebaggery). So I file a petition and got a response within 30 seconds. However, the GM told me that he could do nothing about it because it appeared that someone else had accessed my account and that was against their terms of service.
I told him "YOU'RE RIGHT, they are on it RIGHT NOW, STEALING ALL OF MY THINGS". I even explained who the other character was that he was giving everything to, and where they were. To which he replied that it was out of his control. I begged with this GM to simply LOCK the account while I recovered my information. No harm done to anyone. He continued with his schtick about how there was no telling whose account it was due to the account having several IPs associated with it. Complete and utter BS, and a terrible explanation as there's no telling how many IPs I myself had over the years I played the game. Told him I would be cancelling my account of 4 years as soon as I retrieved the information and he responded that he was 'Sorry to lose me as a customer'.
In the next couple days when I was able to access my account after resetting information through their 'proper channels', I logged in to find everything completely gone and my character deleted. Cancelled my account that instant, and have been back only once since then for a single month to check things out. They could have had a loyal subscriber for years to come, likely to this day still, had they only locked my account to allow me time to recover my information.
Terrible customer service, and I will be wary of ALL Turbine products in the future.
As a Turbine customer since 1999, I have had to deal with customer service on 5 seperate occassions. I have had 4 great resolutions and only one that I felt was sub-par due to the length of time that passed between ticket responses.
On one occassion in AC I had some important items wiped from my inventory due to a temporary glitch. The Turbine CS managed to recall an old copy of my toon and refund everything.
On another occassion I was the host of a fairly large server event which grew unwieldy and began to cause significant lag threatening to end our event early. Turbine GM's proactively opened a portal to transport our entire event to a private area of the server (Harvestgain Del Cabon marriage circa 2002).
I am sure that Turbine can't please everyone and am equally sure that as imperfect humans they have delivered some downright aweful CS.
To say they are the worst may be your right but it is far from rational or accurate compared to a plethora of other companies with far worse track records, some even criminal.
Del Cabon
A US Army ('Just Cause') Vet and MMORPG Native formerly of Trinsic, Norath and Dereth. Currently playing LOTRO.
Had to deal with customer service twice. Not only was the first one really fast but my problem was instantly resolved. Sadly the second time they were also really fast and the outcome wasnt what I had hoped for but in hindsight it was entirely my own fault
I've had so few bad runins with customer services over the last couple years (and several games) that I cant even recall a single one complaint... alright maybe waiting 4 days for an account issue during my SWG visit got me annoyed, that's about it.
bad customers service at turbine? seriously? ...youve ever tried calling with clickanbuy or paypal....if you want something useless that lasts way to long and never gets fixed..try that :P
https://ashesofcreation.com/r/Y4U3PQCASUPJ5SED