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Frogster ignores his customer(s)!
Hello there,
I just had to make a account on this forum so I can share the horrible experience I got with Frogster (EU publisher of TERA Online).
I've been trying to cancel my pre-order since 23 april, the moment I read the announced that the EU client will no longer be the same as the US client. They patched the client with censoring without any communication/information to us customers, the reason I want to cancel. I've bought the US version from En Masse couple days before the headstart and enjoying the game with little lag (ping 140-160 from Belgium).
Frogster only replied to my ticket once with:
"Thank you for your honest words regarding the shortly announced changes to TERA.
We have worked together with the other departments for a solution to the current situation and hope to have reached a conclusion that everyone is satisfied with.
This means we will provide a patch soon after release that will reactivate the violence and blood settings ingame.
More information can be found in the official open letter to the community here: HERE IS EMPTY (no link, nothing)
Thank you for your patience and we hope you enjoy TERA."
I've updated this same ticket with the information that I bought the US version of TERA and want a refund for the EU version of the game. I'm still waiting for a response...
I've also created a second ticket with the same info + the ticket nr of the first ticket on 3 may without any answer on this moment. The show on their support site that they will answer within 48 hours but as you can see they do not.
I'm afraid that I just get ignored by them and never get my refund.
Is this how they treat their customers?
(PS: sorry for my poor english)
I just had to make a account on this forum so I can share the horrible experience I got with Frogster (EU publisher of TERA Online).
I've been trying to cancel my pre-order since 23 april, the moment I read the announced that the EU client will no longer be the same as the US client. They patched the client with censoring without any communication/information to us customers, the reason I want to cancel. I've bought the US version from En Masse couple days before the headstart and enjoying the game with little lag (ping 140-160 from Belgium).
Frogster only replied to my ticket once with:
"Thank you for your honest words regarding the shortly announced changes to TERA.
We have worked together with the other departments for a solution to the current situation and hope to have reached a conclusion that everyone is satisfied with.
This means we will provide a patch soon after release that will reactivate the violence and blood settings ingame.
More information can be found in the official open letter to the community here: HERE IS EMPTY (no link, nothing)
Thank you for your patience and we hope you enjoy TERA."
I've updated this same ticket with the information that I bought the US version of TERA and want a refund for the EU version of the game. I'm still waiting for a response...
I've also created a second ticket with the same info + the ticket nr of the first ticket on 3 may without any answer on this moment. The show on their support site that they will answer within 48 hours but as you can see they do not.
I'm afraid that I just get ignored by them and never get my refund.
Is this how they treat their customers?
(PS: sorry for my poor english)
Comments
Wall o' Text hits! Crits for over 9000. Really though, I do feel for you. I had a ticket for GW2 about not having my email updated, it took them 3days to even reply. And the reply was generic from the FAQ. I closed it and gaveup. Theyre probably real busy, but thats not an excuse, I agree.
When I canceled my pre-order I had not trouble and was refunded my money with 48hrs and they canceled my subscritpion also. The support staff was very nice about doing it, no hassles for me.
Quite alright man, sorry to hear about your experience with Frogster, im sure some of our community will have some ideas about what actions you can take