Menu
What's New
By:
Filters

Support, what support????

L

LokiDarkStar

Guest
During the end of Feb, I spent money to buy a 'gold card'. The following is the response from MA. And Please notice that they CLOSED THE REQUEST FOR SUPPORT????? I wished I could show that aspect, but the Request for support is now closed.

In other words, spend your money and we may or may not answer you. We really don't want to be bothered about support. JUST GIVE US MONEY!!!

Notice I requesed help in March, it is now May, and still no answer. Again, SUPPORT? What Support??? Yes, I just requesed an update, are the cards going out, have they sent them to you, yes you said May, well it's May? And I get, oh when we get around to it? And close the request for info?


DS



Case 74326 History
27 Mar 2006 DS
Dear Sirs,

I still have not received my Gold Card. When can I expect it to arrive?

DS
29 Mar 2006 DS
Can I get an answer please????

DS

30 Mar 2006 DS

Guys

Unless I hear something from you soon, I'm writing off this game to bad business and seeking somewhere else to play....just that simple


30 Mar 2006 MindArk Support:
Hi,
As part of our continuing commitment to security, we have decided to modernize and update our Gold Card system. These technical improvements have caused a slight delay in the delivery of your Gold Card. According to our supplier, we will have the Gold Cards by the middle or end of May, but since the issue is yet not in our hand, we cannot give an exact time for the delivery. We do apologize for any inconvenience caused by this delay.
Regards,
PE Support


05 Apr 2006 DS
Thank you for your automated answer...

Now, if a real person can take the time to answer my question, when will i get my card?


05 Apr 2006 MindArk Support:
As already explained we cannot give you an exact time for the delivery. As soon as we have received the new Gold Cards we will send you your card to your home address. How long it takes before you get your card after we have send it depends on the regular postal services.
Regards,
PE Support

06 May 2006 DS
Have you mailed the gold cards out yet? Can i have some idea of when you will?

DS
08 May 2006 MindArk Support:
We have not sent out your Gold Cards yet. According to the latest information we have from our supplier, delivery of the Gold Cards is expected by the end of May.
Regards,
Entropia Support
 
Last edited:
This reminds of the scene from Hitchhikers guide, where a whole spaceship with people in it is kept in stasis forever, because they're waiting for a new supply of sanitary towels (or something like that). People are woken up once a year or so for coffee, wake up in horror because they know what's happening to them, but they don't have time to escape before the system put them back to sleep.

Over the intercom the system informs them that the sanitary towels have not yet arrived, so they can't leave, and they'll wait another year.

Imagine us with beards and fingernails half a meter long, clawing at the mailbox, waiting for out goldcard.

Douglas Adams was a visionary.

BTW, I am also trying not to hold my breath waiting for the GC.
 
Marco|MindArk said:
I understand your frustration with the delays of the Gold Cards, we are highly annoyed by this as well.

The latest info we have is supplied in the Support News section on the Entropia web site (http://www.entropiauniverse.com/en/rich/5377.html). It is always a good space to check out from time to time.
Click to expand...

Thnx for the info Marco, I overlooked that ;). I'm waiting aswell, as long
as it takes, I'll still be looking forward in getting that Card.
 
Dear Mind Arc Official,

Dear Mind Arc Official,

No, you don’t understand my “frustration”. The problem is being ‘closed’. I requested a response from you. I have waited for at least 3 months. I put in another request for info and get ‘closed’.

That is my “frustration”.

If I had received a simple post from you telling me that there were problems out of your control, I would NEVER have posted this missive. But, someone decided that my request for info was not ‘worthy’ of any continued response?

That is what ticks me off.

You guys have a GREAT game; just that simple, that is why I’m still spending money and playing. But, if you continue to treat paying players as not worthy to responded to and just to just brush them off, then I suggest that your ‘profit margin’ decrease

DS

________________





“I understand your frustration with the delays of the Gold Cards, we are highly annoyed by this as well.

The latest info we have is supplied in the Support News section on the Entropia web site (http://www.entropiauniverse.com/en/rich/5377.html). It is always a good space to check out from time to time.
 
LokiDarkStar said:
If I had received a simple post from you telling me that there were problems out of your control, I would NEVER have posted this missive. But, someone decided that my request for info was not ‘worthy’ of any continued response?

That is what ticks me off.
Click to expand...

30 Mar 2006 MindArk Support:
Hi,
As part of our continuing commitment to security, we have decided to modernize and update our Gold Card system. These technical improvements have caused a slight delay in the delivery of your Gold Card. According to our supplier, we will have the Gold Cards by the middle or end of May, but since the issue is yet not in our hand, we cannot give an exact time for the delivery. We do apologize for any inconvenience caused by this delay.
Regards,
PE Support
 
maybe their reply would be better if you werent so impatient, support is slower these days yes, you just start threatening with leaving:F

and they explained the problem pretty clearly it seems to me, so in stead of accepting it you have to whine about it some more because you get "closed", something they always do when they have replied and dont think any more info from your part is necessary?

i mean come on, howmany times do they have to explain to you that there has been a delay, accept it, cry cry cry in support wont get you your gold card sooner.
 
why does it take support so freaking long to reply ? other places I can get a reply within 24 hours... I think considering how much we put into this game it should have the best support on the market ^^



Case 72903 History
18 Mar 2006 (Nakia):
Hey there

We just chipped in 11 GSIs - And got "additional health" message 5-7 times.
We started with 132 health, and for some reason we are still at 132 HP.

Think this is seen as a bug or glitch of some kind, and would very much like to recieve the health points that I was meant to get from those skills (Main reason for buying those skills where the HP gain)


Best Regards.
Nakia

19 Mar 2006 (Nakia):
Added some more skills later, and got HP for that, but still nothing for the skills in question.

26 Mar 2006 MindArk Support:
Hi,
The skill gain shown in the chat is not always a full skill point. It might be just a percentage of a point. Attributes such as health increase real show and you might need a few skill gains before you reach a full point which is then registered in the avatar info. We have checked your skill history and cannot verify any oddities.
Regards,
PE Support

8 days for an answer :dunno:

this is an "older case" but still a good example
 
Nakia said:
26 Mar 2006 MindArk Support:
Hi,
The skill gain shown in the chat is not always a full skill point. It might be just a percentage of a point. Attributes such as health increase real show and you might need a few skill gains before you reach a full point which is then registered in the avatar info. We have checked your skill history and cannot verify any oddities.
Regards,
PE Support
Click to expand...

I am willing to bet that is the "new support guy who is still being trained". It's Support's answer when you basically tell them they ought to try playing the game instead of replying with something that not only shows they have no idea what you mean, but also don't play themselves and just guess at what happens in the game.

Conveniently, they never give out their names. Exactly how many support people are there, Marco?
 
LokiDarkStar said:
Dear Mind Arc Official,

No, you don’t understand my “frustration”. The problem is being ‘closed’. I requested a response from you. I have waited for at least 3 months. I put in another request for info and get ‘closed’.

That is my “frustration”.

If I had received a simple post from you telling me that there were problems out of your control, I would NEVER have posted this missive. But, someone decided that my request for info was not ‘worthy’ of any continued response?

That is what ticks me off.

You guys have a GREAT game; just that simple, that is why I’m still spending money and playing. But, if you continue to treat paying players as not worthy to responded to and just to just brush them off, then I suggest that your ‘profit margin’ decrease
Click to expand...

I might be missing something but I dont see the problem - they did repy to your question.

I have only had to submit 2 suport caese since starting in october last year, but both times I have found suport very helpful
 
ViagraFalls said:
I am willing to bet that is the "new support guy who is still being trained". It's Support's answer when you basically tell them they ought to try playing the game instead of replying with something that not only shows they have no idea what you mean, but also don't play themselves and just guess at what happens in the game.

Conveniently, they never give out their names. Exactly how many support people are there, Marco?
Click to expand...

well what pissed me off is that when you get a (you gained additional health) in your chat then you ALWAYS get health and I didn't from these chips.. and then they tell me you do not always gain when it tells you that you gained ???

WTF?... well anyways, it started to work again the day after when I chipped more.. now at 156 hp :) but I am still wondering if I could have been past 160 if I had gotten the HP I was told I got ...
 
My Dear Spud??

Please notice I asked for info at the end of Feb, it is now May, and my requests, not one in over a month, was shut down?

if you don't see the problem, then there is nothing else i can say

DS...
 
27 Mar 2006 DS
Dear Sirs,

I still have not received my Gold Card. When can I expect it to arrive?

->


30 Mar 2006 MindArk Support:
Hi,
As part of our continuing commitment to security, we have decided to modernize and update our Gold Card system. These technical improvements have caused a slight delay in the delivery of your Gold Card. According to our supplier, we will have the Gold Cards by the middle or end of May, but since the issue is yet not in our hand, we cannot give an exact time for the delivery. We do apologize for any inconvenience caused by this delay.
Regards,
PE Support

->

after 3 days, they say middle or end may, its the beginning of may and they explained it to you 3 days later! 3 days! not 3 months like in the negrep you gave like the child you are, whiner?
negrep again please, and again and again if you like to do that with your free time
 
F1r3

Whiner,



LOVE IT,

If you say anything 'not nice' about Ma, then you are called a 'whiner', does that give the rest of you a clue?

DID YOU MISS something dude>?, its been three months?

Does that give you a clue???/


I put in the request for info at the end of FEB, its now May, and I just asked for an update???

and get closed down??

DS
 
ViagraFalls said:
Conveniently, they never give out their names. Exactly how many support people are there, Marco?
Click to expand...

They've probably only got one or two, but I think they must go through 2 per week judging by the number of short, sharp and shoddy replies I get! I've had a few "sorry about that last response, it was our new guy" replies too :)

Maybe he's just a very slow learner? :D
 
Noggin said:
They've probably only got one or two, but I think they must go through 2 per week judging by the number of short, sharp and shoddy replies I get! I've had a few "sorry about that last response, it was our new guy" replies too :)

Maybe he's just a very slow learner? :D
Click to expand...

I am willing to be PE is just one big psychological experiment. At the conclusion, we all will get our money back, and be quoted extensively in the publication "Look what these guys put up with for years!".

Damn those mice and their experiments.
 
LokiDarkStar said:
Whiner,



LOVE IT,

If you say anything 'not nice' about Ma, then you are called a 'whiner', does that give the rest of you a clue?

DID YOU MISS something dude>?, its been three months?

Does that give you a clue???/


I put in the request for info at the end of FEB, its now May, and I just asked for an update???

and get closed down??

DS
Click to expand...

they did reply, and after that they close the support like they always did with my support cases (they must hate me right)

and do you really have no clue why i call you a whiner? coz every thread you make you complain about something no? in the disguise of calling it "just my opinion dont attack me plis"

like in Airedale's thread a very good question was asked to a player who was constantly whining somewhere: if you hate this game so much, why do you play it? if you get frustrated so much, why do you play it?

a game is for fun, if you're not having fun, delete the game :rolleyes:
 
Noggin said:
They've probably only got one or two, but I think they must go through 2 per week judging by the number of short, sharp and shoddy replies I get! I've had a few "sorry about that last response, it was our new guy" replies too :)

Maybe he's just a very slow learner? :D
Click to expand...


Mindark outsources some support to lowpaying countries. This is public information on Mindark.com (under prospects or something there is information about that).

So don´t be suprised if your support answer is from a guy sitting in a shed with a 486 series computer and a sheet of paper with preset answers :wise:


Well... Goodbye all loot for me i guess...
Btw. I agree.. Even the "Swedish" support answers suck at times, they even made me considring qutting a couple of times... THATS BAD SUPPORT BABY!
 
Question!

If anyone gets scammed (ie hacked) While waiting for thier card.. Will MA own up to the fact that its slightly their fault as they didn't provide the service we requested months ago?

I can only think its fair if someone ordered a card months ago to be protected while their card has not arrived.

MA is putting that client in Jepordy even though the client has taken the steps to ensure security.
 
F1r3

I guess you can't read?

I guess you don't care?

After 2 weeks, I get a response, 'the check is in the mail'.

That was FEB of this year?

It is now May, I ask for an update? "Have you shipped the cards yet?"

And get the respose i posted and the thread is closed?

Dude, do you have a life without supporting MA?

As for me quiting, well, guess what, you might just get your wish. My 600 to 1,000 dollars a month may well go by by....hope that helps your loot pool.

To me a "whiner" is someone that crys without a reason. I put my reasons in plain view. Support does not 'support', it just towes the 'company line' and then guys like you jump in and say any that disagree are 'whiners'

Well, dude, ...being nice here....

Hope you have a interesting life....

DS


DS
 
LokiDarkStar said:
If you say anything 'not nice' about Ma, then you are called a 'whiner', does that give the rest of you a clue?
Click to expand...

Well that's less true now than it used to be. More and more people are realising the shoddy customer service MA provide, and I think they also realise that it's a duty around here to report it, both when good and bad!

If I were being picky I might say that your thread was very aggressive, as are your responses to others which have posted here. MA have posted something on their site acknowledging that there's a problem with the Gold Cards so at least it's a bit more than they usually do...

The real issue in my mind is the security. Whilst people are waiting for their cards to come through, they are more open to attack. The longer this waiting period is, the longer you have until peace-of-mind can take over!

I totally understand your frustration here mate, but I think we've all learnt that being aggressive to the support staff doesn't tend to help your cause; just an observation!

I too hate when they close down cases which are not resolved, but this only goes to underline the lack of structure and procedure within the support facility. I think it's this we need to protest about; give us some expectations, and some agreeable service levels! This will help prevent people getting so angry about this stuff... It's not difficult to do!

So what should we do about it? 4 times out of 5, MA support tend to be unhelpful, or close cases without proper agreed resolution... Is there some way we can influence MA to change this?

It seems not to me, but maybe somebody else has a suggestion!?
 
Noggin...yep, you are right I guess?

Yep, i come across as 'aggrisive'

And I guess I am, but after 3 months, what does one expect?

It's not like i'm 'whining' about a lost mine or mob..

I've put 'real' money into this game, I have a few 'dollars' involved, and what if, as i've read here, they go by by the next day?

With the 'gold card' i'm protected, no one can 'steal' my stuff. Right now,? i don't know, do you? or anyone else that has paid for the card and not received it?

How would any of you feel if that all you 'own' in this 'none-game' is gone? And MA 'closes down your question'?

That is my point, support should BE Support...

Not a brush off..


DS
 
LokiDarkStar said:
...

Dude, do you have a life without supporting MA?

...

To me a "whiner" is someone that crys without a reason. I put my reasons in plain view. Support does not 'support', it just towes the 'company line' and then guys like you jump in and say any that disagree are 'whiners'

...
Click to expand...

"to complain or protest in a childish fashion" :f

MA do alot of things wrong but to complain or protest in a childish fashion on the forums does not help :F

now i will not reply anymore to let you have the last word
 
F1r3

"to complain or protest in a childish fashion" :f

MA do alot of things wrong but to complain or protest in a childish fashion on the forums does not help :F

now i will not reply anymore to let you have the last word


Dude?

Now, we drop the whiner and put in childish?

Heh, guess that describes you to a tee.

I put in facts, I put in what has happen, OVER THREE MONTHS, and am called a 'whiner'? Now in 'parting' i'm called 'childish'??

Just one question 'old and wise sage of MA' what was 'chidish'? I put in a request for support, it takes MA over three days to answer" 'sometimes in May", its now May and I ask for an update? and my request was brushed off, and my support case is closed?

Where is childish?

I submit that your response from the get go was a 'lame and poor' excuse to defend MA when there is no defence for their 'lazy', 'non-caring', and 'un-professional' respones to many of the 'request' for support they receive each and eveyday.

DS...
 
I have read alot of complains about theories that the MindArk support hands out 'automated answers' and I just want to point out that if the answers now were 'automated' then why would it take so long for this 'automated answer' to be sent? That's because it isn't a 'automated answer'. If it was then the answer would have been sent the same day the support case was submitted.
 
Yeah 3 months is terrible and if it was me I'd take no prisoners either :) I wasn't so much being critical of the way you posted here as making the point that we should use our power as the EU Community to try to make things better.

There are a lot of disollusioned people in the EU community, and we deserve a LOT more. I have played other MMOs where I've paid a miniscule amount in comparison to PE and recieved friendly, helpful and speedy customer service.

I think it's all down to how much MA values us as customers. From the service they give us, I'd say it was not very much!

Anyway Loki, +reps from me for a valid post.. everyone gets their point across in a different way, that's for sure ;)
 
F1r3, I think you are missing somthing here. Allot of people are just whiners and they have an urge to whine about everyting that displeases them. And EVERYWHERE you go you can find somthing that displeases you. So if lokistar would stop with EU and goes doing something else, he would find somthing to whine about there in notime too. And its not just lokistar ofcourse, this forum is filled with people like this. The best way to handle this kinda people, is ignore, or make fun of them. The worst way to handle them is to get frustated yourself about it.

Anyway, to give an ontopic reply: Instead of getting all frustrated that you are not threated like some sort of king, you could have asked, for example on EF or in socchat, if anyone know what the status of these goldcards was. As alternative, you could have read the news section Marco already suggested.

I am in exactly the same position as you are, and it took me allot less efford to find out what was going on then making a support case. And one more advantage was, that I didnt get frustrated about anything. But hey, when you can do it the hard way, why do it the easy way, right ;)
 
i read the whole thread so far, nothing new :rolleyes: some things seem oddly familiar.....

I will say this about support tho...
I have had 1 case in my time playing, it involves a glitched deposit, and im still waiting to see the results :(

and for a note: I called SOE support to ask questions about a product of theirs befor I even bought it, and it was nice to be helped promptly, nicely, and by a human on the phone who could awnser my questions. :) ...for free ;)
 
Despellanion said:
I have read alot of complains about theories that the MindArk support hands out 'automated answers' and I just want to point out that if the answers now were 'automated' then why would it take so long for this 'automated answer' to be sent? That's because it isn't a 'automated answer'. If it was then the answer would have been sent the same day the support case was submitted.
Click to expand...

Good point. It's my belief that they look into each and every case submitted, but I think for a lot of posts they tend to have "standard responses" pre-written to help get the stack down quickly.

I'm pretty sure there are certain posts they can half-read and quickly come to the conclusion that they fall into a certain category...

For example... "Hi, I lent x my y, and he didn't give it back! Can you ban him for me and give my stuff back? Maybe flush his goldfish down the toilet while you're at it"... we all know the standard answer to that one don't we?

This type of system is very typical of a support facility whom do not have the time, nor the inclination to read every support case that comes through. They could probably do with a few more people and some 24/7 inc. weekend cover to help cope with the peak periods. I mean, who's logged a case on Friday and not had it replied to until Tues/Weds?

Maybe from the $165m we give them per year they could spare a few bucks for some extra staff?
 
Well Loki, I find it amusing that you -rep me when all I did was quote exactly what you yourself posted. And to answer your question: Yes, i see that this has been going on for 3 months -- but my point was that you recieved an answer in plain and clear english on March 30, 2006 ( i will copy and paste it again)

30 Mar 2006 MindArk Support:
Hi,
As part of our continuing commitment to security, we have decided to modernize and update our Gold Card system. These technical improvements have caused a slight delay in the delivery of your Gold Card. According to our supplier, we will have the Gold Cards by the middle or end of May, but since the issue is yet not in our hand, we cannot give an exact time for the delivery. We do apologize for any inconvenience caused by this delay.
Regards,
PE Support

It says very clearly MIDDLE or END of MAY. Checking my calendar I see that it is today the 8th of May. This qualifies as neither the MIDDLE nor the END of May, hence NO goldcard

EDIT: Also it says: we(MindArk) will have the gold cards in middle/end of may, so dont expect your card until maybe June
 
You must log in or register to reply here.
Back
Top