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PlayNC customer service - losing customers before TR even launches
greymattre
Member Posts: 17
I was given a key for beta access to Tabula Rasa and was trying to attach it to my PlayNC account. For some reason, my password as I recorded it is no longer working. So for the past 24 hours I've been dealing with PlayNC to regain it.
I've provided them the credit card number and name attached to the account that I used for CoH/Cov as well as personal information including name and address. I've dug up the access keys for CoH and CoV as well as both of my GW Nightfall access keys (not sure which one was on the master account).
They still refuse to unlock it to me (at the original email address) unless I provide my original Guild Wars prophecies access key. They can't seem to understand I attached the nightfall game to the original and had no need to keep the original CD case which is the only place to find the access key. I can still log in to Guild Wars so it isn't even logical for them to require this piece of useless information, but they refuse to hear me when I say "I no longer have the original Guild Wars access key".
So are my CoH and CoV games now rendered useless? Guess I'll never go back to that game. Guild Wars doesn't even need a PlayNC account.
But my question is this: Would I want to subscribe to Tabula Rasa knowing PlayNC is a bunch of incompetent idiots that can't seem to use common sense in dealing with a customer issue?
Comments
Try the station pass that S.O.E has it works pretty good.
MAGA
I recently tried to log in to the plaync site and my password (as I recalled it) didn't work either. In addition to that, I didn't remember the answer to my security question (yeah, it was that good!). I followed the instructions in their support area and didn't provide any game keys or other information aside from the few fields they asked for in the template. It took them a week or so, but they finally reset my password for me. I didn't have much communication with them during the process. All I got was a couple emails updating me that the issue had been escalated or moved to some other group.
Here is the page I used to get the password reset:
http://www.plaync.com/us/support/doc_4420.html
Hope it helps.
-mklinic
"Do something right, no one remembers.
Do something wrong, no one forgets"
-from No One Remembers by In Strict Confidence
Thanks, we'll see where this goes.
My security question didn't work either. I have very few options I use for these games, and I honestly think I'm entering the password and security answer correctly. Based on what you've indicated, I suspect some of these accounts were corrupted sometime in the past and since we weren't active, no one noticed. Adding to my fury now that I'm pretty sure the fault lies with them....
I had that problem as well. I knew my password it just didnt work anymore.
I had trouble with the security question also until I realized the answer was case sensitive.
I had the same issue with them when I re-tried L2. It took them about a week to reset my password. Their suckiness ranges from in-game support to account support and anything in-between. I'll be very cautious trying any games from them in the future.
I haven't had any problems yet and I'm using my master account created to originally play City of Heroes.
That certainly sounds reasonable. I have a pretty simple method for making my passwords and security questions and I was pretty sure I knew mine as well. Given some of the other feedback, it seems like a portion of the accounts may have the same issue. Mine was created when GW came out, so maybe it has to do with inactivity or something along those lines. Strange part is, I was able to log in when I registered for the TR beta.
-mklinic
"Do something right, no one remembers.
Do something wrong, no one forgets"
-from No One Remembers by In Strict Confidence
afaik there was a planned maintenance at 2007-08-30 at plaync. good game with bad customer service wouldnt stop me from playing it. also your problem doesnt seem to be TR specific, go troll NCSoft somewhere else.
Heh.. I got better one , I've purchased Us version, but I'm from Europe, well that was my mistake for sure, but what is funniest I wantde to join my friend on TR Europe beta, so u know normally i went to plaync page, pressed button to pucrhase europe pre-order bla blabla ,and of course i used my proper cred card number,personal detail proper number from picture, and then it showed up - possible fraud, wrong number, order didnt pass .. i say wtf? i tried multiple times , on different computers, different accountns nothing... Its 4 days since I contacted support and all time i get only stupid question like i was an idiot... i just hope they will solve it soon, because exept for Anarchy Online and Tabula Rasa no other game was so cool.. I just dont wanna loose faith, in game and support ..
Problem was on 8/29, not 8/30 - I'd already been trying to resolve it for 24 hours when I posted. And I will use this forum to alert both customers and devs to the issue of NCSoft's robotic customer service. If I must use them to administer my subscription and account, it is a very legitimate concern for the Tabula Rasa game. Hopefully, a dev will take note and attempt to use some leverage on NCSoft to shape up before their baby launches.
At this point, I've requested a phone call to the number listed on my account so I can speak to someone live or have a phone number provided to call them directly. If they continue to ignore me, I'll try the reset password route, though that also asks for original serial numbers.
For what it's worth, when i went through the password reset, I did not provide my original serial as I have no clue where it is. This did not seem to impact the process any for me.
-mklinic
"Do something right, no one remembers.
Do something wrong, no one forgets"
-from No One Remembers by In Strict Confidence
I will try and answer your question. You want to play becuase you realize that the support staff at NCSoft and the game development staff of TR are two entirely seperate entities. While I understand your plight, you cannot fault a game for the lack of quality support offered by the parent hosting company. Realize that you are dealing with the lowest common denominator here. I dont expect AAA service when I order food a McDonalds, becuase I get what I pay for. The same logic can be applied when dealing with customer support for near any company much less a gaming company.
I Can tell you that idiocy with billing companies is not a special feature that is unique to NCSoft. I have delt with several through gaming companies, most of them all had deplorable assistance. I can recall one that was an adult entertainment(ie-pOrn) billing company even. That was fun explaining to the misses on the monthly billing statement.
Guild Video|Forums|Guild Website+New Video|AoC official FAQ|E3'07 Official Trailer
Let's get this straight. You threw away an access key for one of your games, without recording it in a document somewhere on your computer. (Notepad works really well for that sort of thing)
All it would take is that access key you threw away, and you'd be golden.
But....PlayNC is the incompetent party here? Mkay.
Let's get this straight. You threw away an access key for one of your games, without recording it in a document somewhere on your computer. (Notepad works really well for that sort of thing)
All it would take is that access key you threw away, and you'd be golden.
But....PlayNC is the incompetent party here? Mkay.
Let's get this straight: I provided the credit card used in the account, all of my personal information as well as the access keys for the 3 other games attached to the account. But they need the fourth one that isn't required because the Nightfall game merged into the original Prophecies game. I still can play, my account information for Guild Wars has not changed.
Why should I hang on to a key that is worthless? Did you ever play Guild Wars to understand it's irrelevance?
And what if, god forbid, my handy little notepad file was corrupted or accidentally deleted? You know, things happen in life. Why should NCSoft prevent me from accessing my account for the other 3 games I've provided the keys for? Why can't they simply call the telephone number they required in the master account to see if they can reach the proper owner? Why require all that information if they refuse to use it? Explain that logic while you're busy defending incompetence.
Trolls like you are why I don't usually bother posting, thankfully, other responses have been more relevant.
This is getting more and more absurd.
This from the supervisor:
"Your support ticket has been escalated to me as a supervisor for the PlayNC Account Support Team. I would like to clarify that, before we may assist any customer with accessing an account, we must first confirm that we are discussing that request with the original creator of the account in question. To do so, we must verify a combination of specific pieces of permanent information registered to the account. The information we can use for this purpose is as follows:
- The date of birth on the PlayNC master account
- The original serial code/access key registered to each retail game account
- The Unique Account ID for each retail game account registered through PlayNC
- The original payment method for each retail game account registered through PlayNC: if by credit/debit card, the last four digits of that card; if by game time card, the 20-digit code from the back of that card
Thus far, you have been able to verify everything except the original access key for the Guild Wars game account integrated to this PlayNC master account. For us to assist you, we will require verification of that piece of information. No other form of information will be accepted for this purpose.
Please provide one of the requested piece of information at your earliest convenience. We will be happy to assist you with your request at that time.
Regards,
Beth - PlayNC Account Support"
Do you like the part about "No other form of information will be accepted"?????
So they effectively have destroyed my access keys to the other 3 games attached to the account since I can no longer get to them to update subscriptions, etc. How is this legal? If they would simply call the telephone number I registered in that account, wouldn't that be enough to prove I am who I say I am?
Seriously, this is unacceptable. From now on, I suggest making multiple PlayNC accounts for every game if you dare to fork money over to them when you buy their games.
What a hell man.
I wish I can help you but I cant.
Just an advice: some time ago I had some problems with my account with a SOE game. The story was that, they didnt understand what I needed to be done. Try to reexplain your problem to this guy, but as clear as posible, I hope it helps.
i'd DEFINATELY get a hold of someone higher up than BETH
but usually if you have an Active Subscription to something and you provide your info with CC# then they SHOULD be able to do something.
I know there's identity theft running rampant on the net these days but what are they? Paranoid???
Another update, which I'm documenting here for all to see how unlawful this appears to be. Their latest response is on top and I've now asked them to separate out the one game and provide me access to the other 3 games I've proven I own.
I don't think they are going to budge.
Thank you for your response. Unfortunately, we are unable to assist you with accessing any PlayNC master account without verifying full ownership of that account. To do so, we are required to verify the original access key registered to the Guild Wars game account on the PlayNC master account in question.
I understand that you no longer have that access key, but we unfortunately cannot accept any other piece of information.
I sincerely apologize that we have been unable to assist you in the manner you were hoping. Please let us know if you are able to relocate that access key.
Kind Regards,
Beth - PlayNC & Guild Wars Account Support
So since I cannot obtain that information, are you trying to tell me I will lose the rights to my other games attached to my PlayNC account that I have PROVEN I own? I find that far from legal.
Why isn't the fact that I've given you all the other access codes as well as the credit card number adequate information? Why can't you call the TELEPHONE number in that account to provide me a new password?
This is unacceptable if you think you can lock me out of the account I own because of one piece of missing information. It's absurd and far from legal.
I look forward to speaking to someone who is reasonable, and not someone who can't apply simple logic.
Doesn't seem worthless now I bet.
Wish I could say I feel sorry for you but it's called fraud protection for a reason.
While playing the game i had good customer support with GM too.
I maybe been lucky !!!
But so far on any game of Ncsoft i had good custommer support !! ( L2 - COH - COV - Guild war )
I`m running a compagny too and when people are polite i usually do everything i can to help but if they start by insulting me i will delay them ... ( sorry for english )
And most customer forget that on the other side of the phone you are talking to a human.
I don`t like everything about Ncsoft ( they let bot running around to much for my taste ) ...
You can be cautious , but don`t let other people experience decide for you !!! Try their game and be sure you keep everything recorded ( name , adress , credit card # you use, email , game key #, login , pass !!! ) and it will solve mostly all your problem with any mmo you play.
It`s hard to get something change because we don`t want them to give or reset password to everyone calling every day !!!
If you do not remember what information you entered during PlayNC registration, you will need to contact support.
Stop bashing the compagny... you should atleast remember this !!! Unless you provide bad information !!!
OK , I'm not an idiot here.
The account has been inactive for over a year. Those specific security questions are not asked of me - they did not have that system in place when I made the account in 2005. It is a hint system I entered years ago. And as I've stated, I believe my account information was corrupted by their system. I wrote down my password and I know the answer to my hint. They are NOT working now.
The original Guilds Wars key IS worthless. I still have access to my Guild Wars account via my Nightfall expansion which was merged into the same account - and which I gave NCSoft the access key to verify. I can still log in to Guild Wars and can provide them all the Guild Wars log-in information to prove I'm still the owner. They don't want to accept that information - they simply want the install key which I no longer need as Guild Wars will update the software to any computer as is required once my account is logged in.
I provided my CoH as well as CoV access keys which are also attached to the account. I've proven beyond any doubt I'm the owner of these 3 games, yet they will NOT provide me a simple password reset. I've offered them to call the number on the account and also asked for a telephone number for me to call them specifically. They refuse to answer me.
How am I being unreasonable? I've asked them for another solution and they have yet to provide one. I've even told them they can remove the original Guild Wars game from the account to free up my access to the other games of which they KNOW I'm the owner. Honestly, I do not see how anyone can think they have a right to do what they are doing here. This is not fraud protection. Why would I have stolen the credit card information and 3 games access keys but been so stupid as to have not been able to steal the original Guild Wars one? I've even given them the exact date and amount of the last charge to the credit card.
They simply are refusing to use common sense and in doing so are really pissing off a possible customer. I like Tabula Rasa (I simply set up another account). But this idiocy by "Beth" deserves to be brought to people's attention, so in the future, people won't be fooled into thinking a "master account" is something worthwhile to set up.
If you fail to see it, then I have no way of spelling it out any clearer than that.
But I will continue to post here until it is resolved one way or another.
Well i don't think it will help , but i pm a dev from TR and give ya your case !!! We never know !!!
PlayNC are definetly in the wrong here. They should have a system in place to deal with this particular situation. A simple password reset involving an email sent to the original registered email address is all thats required here.
I would threaten them with legal action at this stage, gets me angry just reading how incompetent they are.
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