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Nice customer support

kevjardskevjards Member UncommonPosts: 1,452
in TERA

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.

Comments

  • Nadya3Nadya3 Member Posts: 348

    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.

  • KyleranKyleran Member LegendaryPosts: 44,095

    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.

     

    "True friends stab you in the front." | Oscar Wilde 

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    Just trying to live long enough to play a new, released MMORPG, playing New Worlds atm

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  • RathanX26RathanX26 Member Posts: 119
    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!

    image
    I'm sorry but the only one saying anything about the second coming is you. Fans of a game accept its flaws and strengths.

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