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Their customer service is a joke!

LostarLostar Member UncommonPosts: 891
in Black Desert Online

Note the dates. They have zero value in you as a customer.

terriblecsthumbpngdbcd18e02409f708442


The part that's cut off is:

"Not possible" is unacceptable. Well. I will enjoy the game at your company's expense. Unlike Guild Wars 2 where their customer service was not such a joke and they refunded some accidental deletions in my past; I spent at least $5,000 total in the cash shop alone. My money was valued there and I can see it is NOT valued here. So I will play but I will not advertise this game to anyone and I will be sharing this enlightening correspondence to forums and Reddits. Enjoy."

I also learned that their CS refused a refund to a friend of mine who also got the Conq Pack and claimed their 10 dyes during the pre-release only to have them disappear when the actual launch happened. 

What a joke. I am livid that not even the basic expectations are met. 

Comments

  • ForgrimmForgrimm Member EpicPosts: 3,069
    Pretty big thread discussing their CS already http://forums.mmorpg.com/discussion/448594/what-happens-when-a-good-game-company-fails-miserably-at-customer-support/p1
  • Zen00Zen00 Member UncommonPosts: 152
    I laugh at people who waste $5000 on a game and say they get the results they deserve.
  • PottedPlant22PottedPlant22 Member RarePosts: 800
    Lostar said:

    Note the dates. They have zero value in you as a customer.

    terriblecsthumbpngdbcd18e02409f708442


    You were rude and condescending from the onset of the communication.  It was your mistake, yet the expectation was that they were going to give you a refund.  They do not give refunds.  You don't like it, move on.  That doesn't mean their customer service is a joke.

    As for the wallpaper - it does give you a warning that it can't be used anywhere else in the future when you say you're going to use it.

    As far as refunds for digital items go, they can't do it because everyone would do it and abuse the system.  That's just obvious.

    Your friends complaint about the Collector's Edition with dye seems like a pretty legit issue and hopefully that will get sorted.

    The cash shop is expensive and many items don't allow for transfer between characters (outfits.)  Absolutely it's something people have the right to express their opinion about it.  What I don't think is right is people buying things and implementing them and then expecting a refund for 'reasons.'  OH and being really rude about it too.
  • TillerTiller Member LegendaryPosts: 11,485
    edited April 2016
    It may be that due to their technical limitations it is just is not possible at the moment. I know of lots of games that do not have the ability to recover lost wealth items (including GW2 when it comes to trading mistakes) ; then I know of other older games where CS was able to dig through mounds of scripting to recover lost items; but only because they could. It depends on the game. Not to stick up for them or anything but Daum is the publisher, not the developer.
    SWG Bloodfin vet
    Elder Jedi/Elder Bounty Hunter
     
  • DeltoisDeltois Member UncommonPosts: 384
    But, but, but.
  • holdenhamletholdenhamlet Member EpicPosts: 3,772
    Aori said:
    While they are really slow to respond, you're not due any refund it was your mistake. Your attitude was unjustified. 
    Technically that's true but a little goes a long way with CS.  I'm sure this guy actually would've spent a lot more if he had he got refunded on his wallpaper (wth, 1 use wallpaper??).  I mean, the guy has actually bought furniture.

    NcSoft for all it's faults has excellent customer service.  I got refunded 3 mistaken purchases a day after I made them.  I've read of them restoring items in-game that aren't even that hard to get.
  • TillerTiller Member LegendaryPosts: 11,485
    holdenhamlet said:
    Aori said:
    While they are really slow to respond, you're not due any refund it was your mistake. Your attitude was unjustified. 
    Technically that's true but a little goes a long way with CS.  I'm sure this guy actually would've spent a lot more if he had he got refunded on his wallpaper (wth, 1 use wallpaper??).  I mean, the guy has actually bought furniture.

    NcSoft for all it's faults has excellent customer service.  I got refunded 3 mistaken purchases a day after I made them.  I've read of them restoring items in-game that aren't even that hard to get.
    Beyond the fact that the op was plain rude; I don't understand why wallpaper and flooring are two things you don't get back (other than being a money sink) I left a bed and dresser in a house when I changed houses and it went back to my pearl inventory. I think Daum needs to re-evaluate how pearl store items work, we are not Free to play customers.
    SWG Bloodfin vet
    Elder Jedi/Elder Bounty Hunter
     
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