PSA: Transaction History and "Support"

[Boo Who You]

Youve been extremely rude to support agents, when it was you who wrongfully thought you were requestion less than a year of data (but it was 22 months actually, according to discord conversation, not like its justified in any case) and now to people who, on this forum, simply trying to tune in to whats going on, just to be dismissed as "irrelevant".
They shouldnt give you any compensation, but a ban.

I think the important things to note here are this:

From the screenshot provided we do not know how long this support ticket has been going on (based off the SS, my guess is his previous ticket(s) were closed, which (while not excusing) could account for the more aggressive tone. It really gets old and tiring arguing with support.

Furthermore, he was in the right and requested information that is required by the GDPR to be provided to him. It was MA who was not upholding their legal responsibility to provide this data....and then to put salt on the wound, tried to charge him $50 per hour to access the data.

Lastly, regardless of if he, you or I can access the data from our personal bank accounts, we should not have to parse through our bank accounts to collect this data, potentially overlooking or missing a data point when it's all clearly/easily accessible by MA (as see in the time that it took for this post to get attention from MA and for the ticket to be resolved).

5$ should not get a ban, we as players should hold MA accountable for their responsibilities, otherwise these types of issues will not get resolved. This is not the first time we have seen significant inconsistencies with how support handles tickets, and this is not expectable.

Shoutout to Socrates for actually being one of two people at MA who gives a shit about the players (Ludvig being the second) ...Honestly at this point, I don't think you both are being paid enough for the bullshit MA is putting you though, but thanks for actually caring.

 

[The Mind]

I think the important things to note here are this:

From the screenshot provided we do not know how long this support ticket has been going on (based off the SS, my guess is his previous ticket(s) were closed, which (while not excusing) could account for the more aggressive tone. It really gets old and tiring arguing with support.

Furthermore, he was in the right and requested information that is required by the GDPR to be provided to him. It was MA who was not upholding their legal responsibility to provide this data....and then to put salt on the wound, tried to charge him $50 per hour to access the data.

Lastly, regardless of if he, you or I can access the data from our personal bank accounts, we should not have to parse through our bank accounts to collect this data, potentially overlooking or missing a data point when it's all clearly/easily accessible by MA (as see in the time that it took for this post to get attention from MA and for the ticket to be resolved).

5$ should not get a ban, we as players should hold MA accountable for their responsibilities, otherwise these types of issues will not get resolved. This is not the first time we have seen significant inconsistencies with how support handles tickets, and this is not expectable.

Shoutout to Socrates for actually being one of two people at MA who gives a shit about the players (Ludvig being the second) ...Honestly at this point, I don't think you both are being paid enough for the bullshit MA is putting you though, but thanks for actually caring.

Issues will be resolved. In a civilized manner, like you and me talking right now.
Been rude to someone only because you think you are right is not a justification.

 

[atomicstorm]

Issues will be resolved. In a civilized manner, like you and me talking right now.
Been rude to someone only because you think you are right is not a justification.

This thread can be closed with the resolution. Thank you.

 

[gabrynio]

Hello all,

I can confirm that we do and will provide transaction history as we have done previously, without charge. I cannot share the details of support cases so this is up to OP if he wishes to share any further updates regarding this specific case. Apologies for any panic over this for what was a response not inline with how we have traditionally handled this kind of request.

/Socrates

as we done previously, without charge

The last time when I was able to do that for free was 2010.

 

[Jayce Savage]

Their policy is user roulette - does not surprise at all. Send out the 500ped charge and see how many people just allow that kind of ---blackmail?.

 

[Socrates|Mindark]

as we done previously, without charge

The last time when I was able to do that for free was 2010.

Their policy is user roulette - does not surprise at all. Send out the 500ped charge and see how many people just allow that kind of ---blackmail?.

I have spoken with the relevant people involved and ensured that we will provide this information free of charge, for all, as in the past. This is now corrected for all such cases going forward, regardless of what has or has not taken place in the past while. If you require a list of transaction history, please make a support case and it will be seen to.

 

[Jayce Savage]

That's great to hear. Doesn't change how scummy it was in the past, but it's a good step forward and much appreciated by those that utilize that service.

 

[The Great Adventurer]

Want to know how bad things are at Mindark?

This is good!

Ask how much to hire a data & analytics team to produce more player facing data about our accounts, our loot history, item statistics, etc.

An API would be nice too.

This saves you having to answer each individual support case about these things...

 

[jambon]

I have spoken with the relevant people involved and ensured that we will provide this information free of charge, for all, as in the past. This is now corrected for all such cases going forward, regardless of what has or has not taken place in the past while. If you require a list of transaction history, please make a support case and it will be seen to.

Maybe you should just update the account page to list all transaction data rather than limiting it at all?

Seems to me a fair number of people want this data and you constantly having to provide this information via support tickets is costing you more in staff time to render the ongoing requests than it would cost a developer to just update the account page with this functionality once.

 

[Sub-Zero]

Maybe you should just update the account page to list all transaction data rather than limiting it at all?

Seems to me a fair number of people want this data and you constantly having to provide this information via support tickets is costing you more in staff time to render the ongoing requests than it would cost a developer to just update the account page with this functionality once.

I think it has to do with "What you don't know won't hurt you". Having it only 12 months will only show the 12 months, not all the years so you will feel a bit better not knowing haha. Though it should be optional indeed. Just ticking a box or "load more" button etc.

 

[mortimerhotshot]

This thread is proof of "dead of support" like really,
What Boo Who You said "(..) we as players should hold MA accountable for their responsibilities, otherwise these types of issues will not get resolved. This is not the first time we have seen significant inconsistencies with how support handles tickets, and this is not expectable" . this is the issue, since few years back I constantly read about " what support" , "how support treat players" etc etc.
You did- MindArk - a significant changes that truly impact of our game play and most of all our mark up, but Your stock as well. You did make a really wrong choices, like huge one. Do make a support that actually is support.
This thread is just wrong. Your action here is just wrong.

 

[Deleted member 74680]

This thread is proof of "dead of support" like really,
What Boo Who You said "(..) we as players should hold MA accountable for their responsibilities, otherwise these types of issues will not get resolved. This is not the first time we have seen significant inconsistencies with how support handles tickets, and this is not expectable" . this is the issue, since few years back I constantly read about " what support" , "how support treat players" etc etc.
You did- MindArk - a significant changes that truly impact of our game play and most of all our mark up, but Your stock as well. You did make a really wrong choices, like huge one. Do make a support that actually is support.
This thread is just wrong. Your action here is just wrong.

There was case in EU not long ago, few weeks maybe?

Where HP was holding people in artificial line on phone support service for 15min.

"We wanted people to solve their issues themself"

Magnificent shitstorm

It got sorted in days.

Here we wait 1-6 months.

Take heed MA.

Sometimes you remind me of "Nigerian Letters".

Count on to the most stupid people to fall on it and carry on.

Ignoring community and not carrying yourself accountable with integrity can lead to creating vivid imaginations like these.

 

[Forgie DJ Wasils]

Chmm, asked them for the transactions and got the generic "ask your payment provider for individual transactions, all we can do is provide TOTAL numbers".

If they also ask me for 500 peds/hour or something to actully do so, the next thing ill do will be smear it all over the PCF.

Will update, as the support case will evolve.

 

[atomicstorm]

Chmm, asked them for the transactions and got the generic "ask your payment provider for individual transactions, all we can do is provide TOTAL numbers".

If they also ask me for 500 peds/hour or something to actully do so, the next thing ill do will be smear it all over the PCF.

Will update, as the support case will evolve.

So back to square 1? Lol.

 

[Forgie DJ Wasils]

So back to square 1? Lol.

Damn, i really expected the support ticket to get messed up horribly.

BUT

Thumbs up for MA support, they did not ask for peds or anything, they did what was expected of them and they did provide very well.

Off course i had to use some GDPR phrases here and there, after they initially offered only the total numbers, but im definitley satisfied in the end as i didnt had to push it further.

So, i dont say this often, but,
Thank you MA