Great Customer Service

Homitu

Now I don't play Tera--the game just isn't my cup of tea--but I would like to endorse En Masse as a company after two rather pleasurable, expedient dealings with their customer support.  

The summary of my situation:

Back in February, I prepurchased (paid in full) the game to get into beta after having heard that should I wish to cancel my order prior to release, I would be fully reimbursed.  Learning that it was essentially a risk-free trial, i made the purchase.  Sure enough, my pre-assessments of the game and knowledge of my own personal tastes held true: I simply didn't enjoy the game.  After two beta weekends, I submitted my ticket for a refund, which was promptly answered.  Within just 1 business day, my bank account was refunded.  Awesome.  Mad props right there.  

Then came a slight hiccup.  

The other day, I noticed I had been charged a subscription fee for Tera, which I do not even own.  I checked my bank statement, and it turns out I was also charged one at the end of last month.  Once again, I submitted a ticket with En Masse support explaining my situation.  They responded by the end of the day with the following email: 

 

Greetings Josh, 

I'm very sorry for the inconvenience.  It appears that the purchase was improperly canceled which forced the subscription to continue to bill.  I've gone ahead and canceled the subscription and refunded the subscription purchases that you paid for.  You should receive the funds in about 3-5 business days. 

If you have any questions feel free to contact me.  

Your Federation Ally,

 

John "GM Grand.Master Yoda"

EME Customer Support - Specialist

 

My account has since been refunded.  Once again, mad props!  Most games specifically state that there is a zero return policy for subscription charges, (though I would hope they would make an exception for a bizarre circumstance like mine.  How can I have an active subscription to a game I do not even own?)  Yet En Masse didn't even hesitate.  

Thanks En Masse!  Good luck with your game!

 

I know this thread is almost pointless, but I think it's worth giving credit where credit is due in this age of customer support horror stories.   

Pivotelite

I always love their customer support, i've had cosmetics items unbound from my characters before, i've had them answer questions and due to some billing errorsI have even received 20 days in total of free playtime.

rexzshadow

Ya just eailer i was mailing something to a friend, so when you start typing their name their name show up and you can just click it. Some thign happend where i clicked but it didn't regiester. So i meant to sent something to Keefijan instead i sent it to Keef. So i got on live chat and with in 10mins GM sent me what i mailed by accident =D Most game would just dismiss it as your own fault and never do anything.