worst account support in the entire world

gessekai332

during the first week or so of launch people were plagued with account errors that would inhibit people from playing the game until an enmasse employee manually reset your account information. 2 weeks later, after being completely and utterly disappointed with this game and learning about sudden price reduction and implementation of item mall, i decide to remove this abomination from my computer but find out i cannot actually cancel my subscription. pressing the cancel button on your subscription and accepting confirmation does not do anything to change the status of your subscription. tried this on multiple browsers. this really is the icing on the cake.

 

EDIT: Just found the answer on the FAQ.

"At this time, you are unable to change your TERA subscription time frame. We are working on implimenting this feature ASAP and will announce when it has been resolved."

LMAO what a fail, this company cannot get their sh*t straight. I bet they did this on purpose to stop people from leaving. I will update you guys in a week when this still WILL NOT BE FIXED, because it took them longer than that to fix the account problems at the start of launch.

rexzshadow

K Thx Bye

Gelthidor

Originally posted by rexzshadow

K Thx Bye

Sounds like a legitimate complaint to me, so this post is kinda useless

 

Anyways TC, that's exactly why I tend to avoid MMOs at launch for newer companies (My only exception was Trion/Rift), since a few of em can't seem to get their account stuff sorted out until months after release, which, like you said, might be a tactic to keep people paying, I dunno, and I really don't wanna know, heh

rexzshadow

It is but honestly if you expect it to be perfect well ya bye lol maybe if its his mmo but considering its the new company and how majorty of the people thinks its good support and only few people have issues than its not a massive problem.

Rednecksith

Weird, this is the first negative thing I've heard about En Masse, by all other accounts they've been absolutely stellar, almost Trion-like in their customer service dealings.

Guess they had to screw up somehow, eh?

Kyleran

LOL, hyperbole much?  Worst support ever eh?  Well I guess you either have been lucky in the past or not played many MMO's and I assure you your experience hardly qualifies as worst.

Neither is TERA the worst game you could ever play.

Well, good luck getting your cancellation issue taken care of, though I suspect a quick chat with a support person (online 24/7) would resolve your issue.

 

Nevulus

This post makes no sense.

 

I will use this as an example: Let's say you basically paid 6 months in advance. You were already charged, now you want to CHANGE your subscription timeframe, currently you cannot change your time subscription. I understand that part. If you paid for 6 months recurring billing, you must wait until 6 months is over (obviously because you prepaid) before you can change it to 12 months or 1 month.

But the OP wants to cancel his subscription, yet he is complaining about being unable to change his subsctiption. If the OP wants to cancel his subscription he can EASILY go to account management, and click on the BIG "Stop Automatic Billing" link, a pop up windows comes up, next you select "Accept" and that's it. If the link doesn't refresh go back do it again because it's probably your browser's fault.

 

That's it. What was so hard about that?

gessekai332

Originally posted by Nevulus

This post makes no sense.

 

I will use this as an example: Let's say you basically paid 6 months in advance. You were already charged, now you want to CHANGE your subscription timeframe, currently you cannot change your time subscription. I understand that part. If you paid for 6 months recurring billing, you must wait until 6 months is over (obviously because you prepaid) before you can change it to 12 months or 1 month.

But the OP wants to cancel his subscription, yet he is complaining about being unable to change his subsctiption. If the OP wants to cancel his subscription he can EASILY go to account management, and click on the BIG "Stop Automatic Billing" link, a pop up windows comes up, next you select "Accept" and that's it. If the link doesn't refresh go back do it again because it's probably your browser's fault.

 

That's it. What was so hard about that?

thats the problem. the accept button doesnt work. i paid for the first month and i dont want them to charge me anymore. they are not letting me cancel.

gessekai332

Originally posted by Kyleran

LOL, hyperbole much?  Worst support ever eh?  Well I guess you either have been lucky in the past or not played many MMO's and I assure you your experience hardly qualifies as worst.

Neither is TERA the worst game you could ever play.

Well, good luck getting your cancellation issue taken care of, though I suspect a quick chat with a support person (online 24/7) would resolve your issue.

 

Pretty sure TERA was the worst possible game i've played for the amount of money spent on it. 50+15 bucks up front for aion with much less content, better graphics, gimmick combat system- which became discounted +item mall 2 weeks after launch. enmasse didnt even develop the game all they had to do was port it and setup account management and they couldnt even get that right.

 

Originally posted by rexzshadow

It is but honestly if you expect it to be perfect well ya bye lol maybe if its his mmo but considering its the new company and how majorty of the people thinks its good support and only few people have issues than its not a massive problem.

 

https://tera-answers.enmasse.com/posts/e1579d1d15?start=391&stop=405

27,000 views 1,500 comments on this specific problem that occurred at launch that prevented people from playing for several days. Hardly a few people.

Connmacart

Originally posted by gessekai332

Originally posted by Nevulus

This post makes no sense.

 

I will use this as an example: Let's say you basically paid 6 months in advance. You were already charged, now you want to CHANGE your subscription timeframe, currently you cannot change your time subscription. I understand that part. If you paid for 6 months recurring billing, you must wait until 6 months is over (obviously because you prepaid) before you can change it to 12 months or 1 month.

But the OP wants to cancel his subscription, yet he is complaining about being unable to change his subsctiption. If the OP wants to cancel his subscription he can EASILY go to account management, and click on the BIG "Stop Automatic Billing" link, a pop up windows comes up, next you select "Accept" and that's it. If the link doesn't refresh go back do it again because it's probably your browser's fault.

 

That's it. What was so hard about that?

thats the problem. the accept button doesnt work. i paid for the first month and i dont want them to charge me anymore. they are not letting me cancel.

So remove your credit card information. They can't charge you without it.

gessekai332

Originally posted by Connmacart

So remove your credit card information. They can't charge you without it.

Tried it already, doesn't work. Wont let you delete your current information unless you give them new information. i tried to give them fake new information or even changing my address but it doesnt let me. Pretty funny at first they wont let me login once i paid them and then later they wont allow me to cancel the subscription. lolz.

BartDaCat

Originally posted by gessekai332

during the first week or so of launch people were plagued with account errors that would inhibit people from playing the game until an enmasse employee manually reset your account information. 2 weeks later, after being completely and utterly disappointed with this game and learning about sudden price reduction and implementation of item mall, i decide to remove this abomination from my computer but find out i cannot actually cancel my subscription. pressing the cancel button on your subscription and accepting confirmation does not do anything to change the status of your subscription. tried this on multiple browsers. this really is the icing on the cake.

 

EDIT: Just found the answer on the FAQ.

"At this time, you are unable to change your TERA subscription time frame. We are working on implimenting this feature ASAP and will announce when it has been resolved."

LMAO what a fail, this company cannot get their sh*t straight. I bet they did this on purpose to stop people from leaving. I will update you guys in a week when this still WILL NOT BE FIXED, because it took them longer than that to fix the account problems at the start of launch.

I also signed up for the 6-month plan, but had a change of heart.  I also went to my Account Management, and discovered that the Cancel feature was not implemented, BUT...

I went to the Support tab, and the Frequently Asked Questions page, and it directed me to submit an email concerning my cancellation, and the issue was resolved within 24 hours.  I received an email confirming my cancellation, and that was that.  I don't think it even took them the full 24 hours, more like about 8.

 

 

HeroEvermore

No en masse did not intentionally lock your card. They are having real issues with there technical billing side of things. Remember the issue people had with not being able to even buy the game?! Yeah that happened!!!

Funny thing is. I had to change my card info and it would not let me. They fixed this. I find en masse ot have amazing support and i know most others would agree to that! Now no one is perfect and you have every right to be mad but why did you not just call your bank and say do not let them charge my card. Would have taken a shorter time then typing this out. Sucks you had a bad experience with them. Life goes on.