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Turbine Crap Support?
Checksix
Member Posts: 14
Yeah, I think so. And I'm not the only one. Check out the BBB info on these guys:
I've been trying to get support ever since book 12 came out. Of course, book 12 broke my machine and getting any support from this company is like pulling teeth. So naturally I called about a refund. "No Refunds" was the reply. I expained that I could not play the game and I had 2 1/2 months left on my account. "No Refunds."
Like an idiot, I paid for 3 months up front.
Anyone else getting the shaft from these idiots?
Comments
Wise man once said, read before signing up..........
LMAO.... its not the service that is crappy, its the failure to read.
I have had great support from the LoTR team, they assited me in transferring my account to another user ID along with my promo codes without charging anything.
Its your fault for not reading about the refund policy. Its the same policy that everyone has.
How in the world did Book 12 "break" your computer? I have a a pretty simple system, and had no problems with Book 12. However, I have kept my video drivers updated (along with other drivers updated as well).
Maybe you ran out of hard drive space? Maybe you need to defrag your hard drive, or update your drivers.
I doubt that this is Turbine's fault, and I am also going to guess that you have not actually tried to fix the problem (which I am sure is totally on your end and not due to Book 12).
Check out the official LOTRO forums for help - there are a lot of really smart people there that could probably help you fix what you did or didn't do to your machine.
Company of Red Dawn Leader - Arkenstone Server
Thanks for your reply.
Fortunately I've had no experience with Turbine Support. The game runs good and I've never had a reason to contact them.
If you lock in a certain rate of subscription, like the $9.99 rate though, that is contingent upon maintaining a 3 month commitment. So getting a refund would be trying to alter the contract after the fact. Probably check the contract you agreed to and look at the fine print. Unfortunately you may be out of luck.
Unlike you, I actually have a very high end computer. Striker Extreme/e6850/BFG 8800GTX OCX. It's no wonder you're not having issues if you have a "pretty simple system".
And, I'm not the only one with book 12 issues. See the forums for the tons of people having issues with book 12. Everything from an issue like mine that makes the game unplayable to things like the microphone not working after book 12.
You're doubts that this isn't Turbines fault don't carry any weight, heck you can't even be trusted to read a post and respond to what's asked:
Is it right for a compnay to refust a refund if they break the game?
Turbine has one of the best support of any mmo. Mainly, because they don’t need them. They also do not owe you a refund. Read before you buy things. And if you would like to get angry at this...every other mmo provider is the same way, they do not have to give you a refund.
I am willing to bet that you haven’t been nice to work with, judging by your post.
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"Anyone posting on this forum is not an average user, and there for any opinions about the game are going to be overly critical compared to an average users opinions." - Me
"No, your wrong.." - Random user #123
"Hello person posting on a site specifically for MMO's in a thread on a sub forum specifically for a particular game talking about meta features and making comparisons to other titles in the genre, and their meta features.
How are you?" -Me
Really now, are you sure they have a broken game? Or is it a fault on your own side?
As it has been stated several other people are running the client with the new update without and problems. You give a link, but it does not support your argument, it shows something else.
The policy is always like that and it will remain like that. If you been with LoTR for a week, you had ample time to learn their policy. So, do us a favor and please learn.
Try to solve your problem instead of blaming it on the "easy target". I am sure the problem is on your side not Turbines.
I stopped reading at "Book 12 broke my machine!"
Unless you did infact place 12 heavy books on your machine i don't think it would break it...
I bet he called them up screaming at them "YOUR GAME BROKE MY COMPUTTTTERRRRRR!shift1!"
Classic.
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"Anyone posting on this forum is not an average user, and there for any opinions about the game are going to be overly critical compared to an average users opinions." - Me
"No, your wrong.." - Random user #123
"Hello person posting on a site specifically for MMO's in a thread on a sub forum specifically for a particular game talking about meta features and making comparisons to other titles in the genre, and their meta features.
How are you?" -Me
Classic.
Heh, you guys are great.
For those of you who are new to english, in this case "broke my machine" is short hand for "book 12 will not run on on my computer". Of course, I don't expect either of you to infer this so I thought I'd spell it out.
So my question still stands, Is it ethical for a game company to make a change that prevents any customer from playing and then keep the customers money for a service paid?
One person here suggested that I agreed to this when I signed up. That it was some how "part of the contract". I'd like to point out that a contract is only valid when both sides live up to the agreed upon terms and also the spirit of the contract. It could be argued that Turbine, by introducing a change that prevents it from runing on my computer and then refuses support, broke their side of the agreement.
And just for the record, I've been nothing but cordial with the fine folks at Turbine, regardless of their inability to work with me.
Cheers!
What actually is wrong with your computer, I'm having troubles with mine as well and it may or not be Turbine related.
Turbines support is a joke. Several players were recently banned for no reason in MP on BW. They have tried to find out why they were banned with no response from either the Customer service that has a number on their website or from multiple emails being sent in about it.
The Phone customer service is a joke and has no customer service skill whatsoever and the ingame support is a joke.
They have allowed toons to openly violate the TOS without punishment on the freep side yet lower the boom on the creeps who were trying to flip a hot spot
SO LONG TURBINE BITE MY WEINE
so if you are thinkinf of playing LOTRO forget about it wait for AoC
What actually is wrong with your computer, I'm having troubles with mine as well and it may or not be Turbine related.
After I press play, I get a balck screen. No error message, just a black screen. I can alt-tab to other programs but LotRO just sits there.
I think it has something to do with their code not working on Vista 64 and 8800GTX, but I'm not sure. Of course, Book 11 ran without error and I don't have any errors in other games.
I've done all the support recomeded fixes. All my drivers are up to date, etc. I'm sure I'm a part of a very small segment of the LotRO popuation with my setup but that doesn't help me play the game.
Personally, I think they should refund a pro-rated portion of my three month subscription becuase I simply can't play the game in this state.
First, if you want people to take you seriously I wouldn't title the thread "Turbine Crap Support."
Second, what makes you think they would give you a refund when you have a paid and active account? If they unjustly canceled your account and are keeping your money then you might have an argument. Your computer problems are none of Turbine's concern. You need some very strong evidence to support that Turbine "broke" your computer to take you seriously. I'm sure their customer support receives numerous complaints about "broken" computers and they just can't take people's word for it.
It sounds like a DEP allowance problem, which is on the players end of things. If you do not know what DEP is, do some research. DEP is the solution to any games that is not wanting to run on your PC, be it Xp or Vista. Making exceptions within the DEP allows me to run anything.
Also, "broke my machine" just means that. What ever program it is has done something with your PCs software/hardware. "The client is broken" is the term you were looking for. Welcome to knowledge. Its better than ignorance.
So I check your post on the LOTRO forums...I see a tech support person responding to your issue, one on one in a very professional and helpful manner. Seems like pretty good customer support to me. The problem is obvsiously with your specific system, and whatever you've done to modify it. It seems to have little to do with dx10 and your graphics card combo. Turbine can't be responsible for their game's performance on machines that user have tweaked. I see a customer rep trying their hardest to help you.
{ Mod Edit }
_____________________________
Currently Playing: LOTRO; DDO
Played: AC2, AO, Auto Assault, CoX, DAoC, DDO, Earth&Beyond, EQ1, EQ2, EVE, Fallen Earth, Jumpgate, Roma Victor, Second Life, SWG, V:SoH, WoW, World War II Online.
Games I'm watching: Infinity: The Quest for Earth, Force of Arms.
Find the Truth: http://www.factcheck.org/
First of all, software cannot "break" a computer.
Secondly, learn to read the "Terms and Conditions" before you spout off like an eight year old throwing a temper tantrum.
As for is it fair for a game to update in such a way that it breaks. Of course it is. Eventually all games break and we as gamers are usually fully aware of that. When the bugs occur sometimes its not a conscience choice on there part. They are simply expected to provide the best plausible service. Well at least thats my opinion hehe.
First of all, software cannot "break" a computer.
Secondly, learn to read the "Terms and Conditions" before you spout off like an eight year old throwing a temper tantrum.
Software can break your machine. I've heard that a virus can be created to wreak havok with your hard drives spindel speed and ultimately will kill the hard drive.But now on to the OP. For the most part Turbine tries to help in whatever way they can with problems. If you've been playing and it was going well, then a new patch causes a problem with your machine where the game is no longer playable because it is the softeware's fault then, in my opinion, you should be entitled to some sort of pro-rated refund. But, if a new patch comes about and your machine can not play the game because of some underlying hardware problem on your machine then you should not be entitled to a refund. In the latter case you should try to go to the hardware manufacturer for resolution.
{ Mod Edit } If you had bothered to follow the link I provided you would see that it leads to the BBB of MA whtere Turbine has received an unsatiffactory rating. So no, I'm not the only 'victim' here.
Yes, they have tried to help on the forums. However, they are EXTREMELY slow. Further, I've tried getting support from the chat and phone support people and I routinly get the following experience:
1) Chat support never knows what has proceded and I have to go through the same steps over and over until they finally give up and say "dunno". More often than not they simply disconnect from the chat session.
2) Phone support has had me uninstall and reinstall 3 times even thought I've explained that I've already done that.
{ Mod Edit }
As for the lesson in english, I'll pass. I supose when you read a sentance like "He stood there still, like a tree." you imagein a guy with leaves in his hair and bark in is arse. Go ahead and do that, I'm sure it's much more fun that way. Maybe once you learn to read a sentance for it's meaning and not it's litteral words you'll pass your sixth grade english exam!
Hang in there!
First of all, software cannot "break" a computer.
Secondly, learn to read the "Terms and Conditions" before you spout off like an eight year old throwing a temper tantrum.
Software can break your machine. I've heard that a virus can be created to wreak havok with your hard drives spindel speed and ultimately will kill the hard drive.But now on to the OP. For the most part Turbine tries to help in whatever way they can with problems. If you've been playing and it was going well, then a new patch causes a problem with your machine where the game is no longer playable because it is the softeware's fault then, in my opinion, you should be entitled to some sort of pro-rated refund. But, if a new patch comes about and your machine can not play the game because of some underlying hardware problem on your machine then you should not be entitled to a refund. In the latter case you should try to go to the hardware manufacturer for resolution.
Ah, perhaps I should have worded it more clearly. Software from a legitimate source i.e. Turbine or any other major gaming company cannot "break" a computer as they are not in the business of distributing viruses.
My DEP setting is set for "Turn on DEP for essential Windows programs and services only. So I don't think that's it.
{ Mod Edit }. If you had bothered to follow the link I provided you would see that it leads to the BBB of MA whtere Turbine has received an unsatiffactory rating. So no, I'm not the only 'victim' here.Yes, they have tried to help on the forums. However, they are EXTREMELY slow. Further, I've tried getting support from the chat and phone support people and I routinly get the following experience:
1) Chat support never knows what has proceded and I have to go through the same steps over and over until they finally give up and say "dunno". More often than not they simply disconnect from the chat session.
2) Phone support has had me uninstall and reinstall 3 times even thought I've explained that I've already done that.
{ Mod Edit }
My game is running fine, so are others. You are in the minority if the patch was the thing to make the game not work. I have NEVER had a company try and help me using their public forums. So, the fact that they are extremely slow is irrelevant. There is a very small chance that the patch did anything to 'wreck' the game. Reinstall windows, reinstall the game.
Let me walk you through the steps of troubleshooting:
1. Reinstall the Game
If this does not work, proceed to the following
2. Reinstall Windows & Then Reinstall the Game
If this does not work, it is a hardware issue on your end.
3. Find out the hardware issue by replacing video card, sound card, etc.
Do this until the game runs, and you have found the hardware conflict.
And please, its not the game developers fault if you are having a problem, when its not client side.
{ Mod Edit } If you had bothered to follow the link I provided you would see that it leads to the BBB of MA whtere Turbine has received an unsatiffactory rating. So no, I'm not the only 'victim' here.Yes, they have tried to help on the forums. However, they are EXTREMELY slow. Further, I've tried getting support from the chat and phone support people and I routinly get the following experience:
1) Chat support never knows what has proceded and I have to go through the same steps over and over until they finally give up and say "dunno". More often than not they simply disconnect from the chat session.
2) Phone support has had me uninstall and reinstall 3 times even thought I've explained that I've already done that.
{ Mod Edit }
My game is running fine, so are others. You are in the minority if the patch was the thing to make the game not work. I have NEVER had a company try and help me using their public forums. So, the fact that they are extremely slow is irrelevant. There is a very small chance that the patch did anything to 'wreck' the game. Reinstall windows, reinstall the game.
Let me walk you through the steps of troubleshooting:
1. Reinstall the Game
If this does not work, proceed to the following
2. Reinstall Windows & Then Reinstall the Game
If this does not work, it is a hardware issue on your end.
3. Find out the hardware issue by replacing video card, sound card, etc.
Do this until the game runs, and you have found the hardware conflict.
And please, its not the game developers fault if you are having a problem, when its not client side.
Well, I might almost agree with you that it is a hardware issue except for the following:
I ran 3dMark06 for about 3 hours last night to stress test my computer. Came back after watching a movie, no errors no problems.
I ran memtest86 last night when I went to bed. Woke up this morning...No errors no problems.
I don't see this as a hardware error. Of course, I can run other games like Crysis, COD4, EQII, BioShock, ShadowRun. I've been loading up everything I have just to test things out.
As for reinstalling the game, been there done that 3 times now. Applied patch through the launcher and also via a torrent download. No dice.
I think they broke the client for Vista 64 users using the NVidia 8800GTX, which is what I'm using. Really, I'm sure it's a small segment of the population but as I can't run it now I think they should give me a pro-rated refund on my three month purchase until they get it straightened out.