Nice customer support

kevjards

first off  i,m a bit of a stupid twat.while pissed i purchased tera.nothing wrong with that you might say.but here's the kicker.i purchased the US version rather than EU.totally by mistake i might add.thats what you get for being drunk.

so i sent a polite e-mail off to CS to see if they could help out.1hr later nice reply comes back saying they cant transfer accounts but they have given me a full refund to purchase the EU version.now how quick is that.not often you get  CS like that.thanks EME much appreciated.

Nadya3

yes they really have, the best or one of the best costumer support i've seen so far.

 

i hope frogster don't let me down.   this is basically the only reason i wished i was playing Na instead.

Kyleran

Thought I'd share my positive Tera/enMasse customer support experience that happened last evening.

Last evening during the pre-lauch name reservation event I found myself getting an 8000 error which I was unable to resolve by following the suggestions I found in the forums such as running the client patcher/repair tool.

By 1:00 am I was considering deleting my client and redownloading when I noticed the support page had a live chat link.

I clicked on it expecting to find the hours of operation and was surprised when they said they were always available. Even more surprising was I was #18 in the queue and their estimate of 20 minutes waiting proved to be accurate.

I explained my situation to the rep, he took a look and immediately figured out the problem.  I had used two different beta codes for CB4 and CB5.  When I preordered I apparently overlooked the button that I should have picked to assign it to a particular account.

So the rep deleted one of the two accounts, reassociated my pre-order and I was up in running in less than 5 minutes.

After declining his offer for further assistance I let him know of my satisfaction with their support (and told him he probably earned his firm an extra month of sub time)

So one positive occurance does not a good game make, but it certainly was a good start.

 

RathanX26

Good CS says a lot about a company. It may not sell a product, but it does keep those who bought it happy. In a current world of hearing about mostly bad cs, glad to hear a good story. Glad it worked out for everyone!