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  1. #1

    I'd like to speak with a supervisor please...

    I really wanted to keep this in the "Support" section but Sledge pretty much shot that down. So without further stalling for time, I'd like to speak with a supervisor, please.

    EDIT: Because apparently this needs to be clarified... I have already tried support.trionworlds.com more than once regarding this issue.

    The Situation
    At exactly 10:13pm on April 13th, I finally gave in and purchased 1800 bits from the in-game Defiance Store via PSN.
    Now, typically, in every other MMO I've ever played, your purchased premium currency typically appears in less than 5 minutes. Sometimes the wait is a bit longer depending on the game but does not usually exceed 30 minutes.

    So you could imagine my surprise when I didn't receive anything at all before I finally gave up, sent in a support ticket in-game, and went to bed a couple hours later.

    The following day I log back in thinking "Maybe there was an issue, I should have my bits now."
    Yet none were present. At this point I sent in a support ticket at support.trionworlds.com. Another couple hours wait and still nothing.

    Then I tried using the support section's live-chat service which, by the by, always seems to have service errors whenever I try to use it so... no luck there... so I took to the "support" section of the forums to voice my concerns there.

    Turns out, I was not alone. A few folks playing over XBL and another PSN user gave responses indicating the same problems. At this point about a full day had gone by with no bits, no word on whether or not they're even looking into it, and no way to contact support directly via live-chat.

    In goes another in-game support ticket as well as one sent directly to support.trionworlds.com.

    It is now nearly 1pm PST on April 15th (some 35+ hours later)!!! I still have no bits. And when I finally DO get a response from someone who might actually know what they're doing, it's Seldge telling me to go to support.trionworlds.com... something I've been TRYING to do for over a day now... and locking down the discussion thread even though there are people just like me voicing their concerns about the issue.

    *head-desk*

    In any other marketplace in the civilized world, this would be considered stealing on the part of the merchant. People would cry out, and the merchant would do anything they could to quell the situation before it becomes a bad review, a police report, or a boycott resulting in some really bad press for the merchant.

    Instead I get ye olde runaround.

    Now I understand that literally 100% of MMOs go through some growing pains in the early stages of their respective life cycles. Believe me. I'm aware of this. But I'd like to think that you guys are even TRYING to give people, at bare minimum, what they paid extra money for on top of the price of admission to your game.

    I'm hoping that this issue is resolved soon so I can return to being satisfied with an otherwise exceptional game experience. If you wanted to throw in some stuff for the lengthy wait and runaround, I wouldn't mind that either.

    Sincerely,

    Captain Chron

  2. #2
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    https://support.trionworlds.com/

    :edit:

    I see you have been there already, no way to delete post on this forum though.

  3. #3
    Member Pyth's Avatar
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    Just so you know, those in game support tickets can take a while to get a response from. They have a huge volume to go through, but they'll get it fixed bro. You've already gone through the proper motions, just give it a bit more time.

  4. #4
    Quote Originally Posted by Jestunhi View Post
    https://support.trionworlds.com/

    :edit:

    I see you have been there already, no way to delete post on this forum though.
    Yes. To clarify for everyone... I have already tried support.trionworlds.com multiple times.

  5. #5
    Quote Originally Posted by Pyth View Post
    Just so you know, those in game support tickets can take a while to get a response from. They have a huge volume to go through, but they'll get it fixed bro. You've already gone through the proper motions, just give it a bit more time.
    Then they should try not saying "You should receive a response within 24 hours" on their automated responses to support tickets.

  6. #6
    Member Pyth's Avatar
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    Quote Originally Posted by Captain Chron View Post
    Then they should try not saying "You should receive a response within 24 hours" on their automated responses to support tickets.
    I've had issues that have taken about 2-3 days to get resolved. From my personal experience, they get it done. It's just not always as fast as we would like.

    We all feel your pain man, just got to give it a bit more time.

  7. #7
    I have not read anything good about tritons customer support at least in regards to defiance.

    If you don't want to wait it out I suggest contacting Sony with a email or a phone call, I know they will give you a refund
    PSN: PRE_-CISION-_

  8. #8
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    I've only had issues with 1 of my titles, so not much contact.

    What little I did have was fairly quick.

    I submitted a ticket: 04/06/2013 04:53 PM
    Got a reply: 04/09/2013 02:31 AM (didn't expect an immediate response over the weekend)

    I responded: 04/10/2013 02:33 PM
    And it was resolved: 04/10/2013 09:56 PM

    2 weekend days & 2 working days, 1 day less if I didn't need to respond to their reply.

  9. #9
    The bits on playstation and xbox seem to be handled by their respective companies, not trion, not exactly anyway.

  10. #10
    Senior Member MacDeath's Avatar
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    Quote Originally Posted by Captain Chron View Post
    Then they should try not saying "You should receive a response within 24 hours" on their automated responses to support tickets.
    You bought em thru PSN. Have you tried to contact PSN to resolve this?
    Mac - VBI Operative Proud Member of the Friends of Trick Dempsey Association

    The few, the proud, the DEFIANT!

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