Seems Mindark Support wanted me to take a weekend off their game

[exsolvo]

Honestly I'm a little puzzled over these actions.

Long story short, I got a new phone as the old one is acting up, screen dying and touchscreen randomly stops working, so I wished to move Entropia Pocket to the new Phone.

First I make a support case stating that I do NOT want any downtime, that I am very cautious about how to proceed as I know two facts to be true:

1. I have Entropia Pocket on my account as 2FA
2. I know there is an underlying Gold Card 2FA underneath it still active (As it was when I added Entropia Pocket in the first place)

So what I wanted to do, and clearly ASKED for, was how to disable BOTH 2FA at once because, because:

1. I have a new Phone (with still access to the old one)
2. I no longer have the faintest idea where the Gold Card or Reader is, and even if I did the Gold Card is surely out of battery by now (As it seemed to die from dead batteries ALOT toward the end before I added the Entropia Pocket 2FA).

Support tells me the best way is for THEM to disable the 2FAs and ask me to prove my identity with documentation, which I gladly provided

Then just before midnight yesterday, a member of Support removes ONLY THE ENTROPIA POCKET 2FA and closes the case.

Now knowing how long it took for support to even look at my case in the first place, I know that I am now locked out of the game for GUARANTEED the whole weekend but probably most of next week too, in a best case scenario, at worst maybe over a week.

So this raises the question, Is this really the way you (MindArk) want to conduct customer service to your paying customer base?

Honestly, I am disgruntled, dismayed and appaled by this incident, the ONE thing I did NOT want to happen was the ONLY thing Support was able to arrange for me, i.e forced time off the game. If I wanted this I could have removed Entropia Pocket myself and be in the exact same position a week ago.

 

[RandyGetz]

Good luck mate! Ill send a PM to you here asap.

 

[Edward-James]

for the entropia app..you get a 5 digit security code to write down...so you can disable/enable/move the 2fa to another device yourself too
as for the underlying gold card...no idea if you can remove that manually too...but you arent the only one on this...i bet some ppl have the app security over the gold card one...

but i guess now that the support removed the app security, you can install it with the code on another device yourself )

Eddie

 

[exsolvo]

for the entropia app..you get a 5 digit security code to write down...so you can disable/enable/move the 2fa to another device yourself too
as for the underlying gold card...no idea if you can remove that manually too...but you arent the only one on this...i bet some ppl have the app security over the gold card one...

but i guess now that the support removed the app security, you can install it with the code on another device yourself )

Eddie

No, i can't do anything at the moment because they only removed the part of the 2FA that i actually still had access to, everything is locked behind gold card now (which is why the aforemention idea of yours with the 5 digit code doesnt work either), because for that code to work, there must be no gold card underneath as that bloody thing takes charge once the app 2fa is taken out... which i knew about before hand, and was the sole reason i asked support for the help in the first place...

 

[Edward-James]

ah kk :-.((( damn...hope they fix that soon for ya....best luck there

 

[Xanato Xan Kaso]

I am sincerely sorry you gotta deal with this, while my issues with support have not had as much of an impact on my gameplay, it has on my stress levels when trying to get a straight answer. I would ask a question and thy would reply and immediately lock the case giving me no chance to respond or approve their actions of whatever change before they do it. Like you, keeping the status quo would have been preferable to actions taken as they stand now.

But I did get some reasoning, with a semi-legitimate excuse as to why they are so lazy with case locking before follow up questions can be asked.

In my case I asked a few different questions, and a statement right at the beginning to show I was upset with them, quoted in a moment. I ended the support case with the following request " And I ask again, please do not lock this so that I may reply." since they locked my last 2 cases before allowing me to respond with follow up questions. On this case however they did not immediately close it.

They answered my questions as well as commented on my beginning statement.

"You guys again locked the thread without allowing me to ask to respond or ask a question."

This was due to an end reply being given, further inquiries on the same topic will receive the same answer.

Kind regards,
Entropia Universe Support

 

[endermigne]

If you still have the QR-code or the code as text you can try any authenticator application out there, e.g. Authy (you can also search for Authy here on the forum). 2FA doesn't require a phone.

Regarding quality of support, this wouldn't be the first. Feel free to include Ludvig|MindArk in this post, maybe he can have support take another look again.

 

[exsolvo]

I have gotten it all sorted, I am quite satisfied that anoher person at the support stepped in to get me sorted fast, and even left the support case open should there be any more communication needed so, no crisis anymore I am glad to say.

 

[Xanato Xan Kaso]

I have gotten it all sorted, I am quite satisfied that anoher person at the support stepped in to get me sorted fast, and even left the support case open should there be any more communication needed so, no crisis anymore I am glad to say.

Was it Jasper?

 

[jwestonmoss]

Not making any judgements on quality of support at all, but I will say this:

based on what we know from MA's own metrics, the fact that roughly 10% of customers are paying, and that the average annual spend for paying customers is in excess of $1k, it makes sense to try to be as customer-oriented and concierge-minded as possible when it comes to dealing with paying customers. it doesn't really make financial sense to spend 15 minutes to give poor service.

 

[nightbloom<3]

i have a little story from a new player, happened two days ago, but it shows the quality (or lack thereof) the support people:

- a mission took me to jason centre, i manage to get there only to be shot down by steel birds elite that were camping the teleporter. not supposed to happen as there are guns turrets but apprantly they just dont work on those steel birds

- i get revived at a revive station inside the jason centre station, getting insta-killed again nd again by steel birds. i cannot reach tp, i cannot make a signe step. i contact a livesupport person who tells me ``please wait``

- wait i did, for 15 minutes, before reaching out to someone else (livesupport Zeus i believe)

- three livesupport agents appear at jason centre, one of them takes a sword out; realizes he is unable to reach the bird.

- two agents take a quad to fly on top of that small building; one starts whacking the steel bird, the other is shooting fireballs at him. they are attacking maybe once every 30 seconds, that steel bird isnt budging and is just not losing hp

- after a couple minutes they go back down that building and finally manage to shoot down the steel bird

it took them 25 minutes and 4 support agents to kill a single steel bird elite. made for a pretty funny recording though

 

[Angela Draniie Cloud]

Are you moving from android to android, IOS to IOS or android to ios or ios to android?

 

[Pi-]

.

 

[nightbloom<3]

LMAOOOOO

(Sorry you got stuck in game, I am just laughing at the state of support in this game)

haha its fine, it was a good laugh

it does worry me. i signed up after i did my research on the game after reading some success stories and seeing some avatars achievements (john, evey, yasuki, messi, looking at you <3)

i was ready to put in quite the financial investment and the time, now im more inclined to only put the time and put the money on the backburner.

if that was world of warcraft or ffxiv a gm would've spawned and insta-kill that bird in a heartbeat

a gm would've also got me my bukin back but thats another story

 

[NevadaJake]

I am very surprised they don't remove the old Gold Card from our accounts when we enable new the 2FA App. I am not looking forward to the day this happens to me. I still have my Gold Card but it doesn't work anymore.

 

[jwestonmoss]

i have a little story from a new player, happened two days ago, but it shows the quality (or lack thereof) the support people:

- a mission took me to jason centre, i manage to get there only to be shot down by steel birds elite that were camping the teleporter. not supposed to happen as there are guns turrets but apprantly they just dont work on those steel birds

- i get revived at a revive station inside the jason centre station, getting insta-killed again nd again by steel birds. i cannot reach tp, i cannot make a signe step. i contact a livesupport person who tells me ``please wait``

- wait i did, for 15 minutes, before reaching out to someone else (livesupport Zeus i believe)

- three livesupport agents appear at jason centre, one of them takes a sword out; realizes he is unable to reach the bird.

- two agents take a quad to fly on top of that small building; one starts whacking the steel bird, the other is shooting fireballs at him. they are attacking maybe once every 30 seconds, that steel bird isnt budging and is just not losing hp

- after a couple minutes they go back down that building and finally manage to shoot down the steel bird

it took them 25 minutes and 4 support agents to kill a single steel bird elite. made for a pretty funny recording though

i noticed that the base turrets don't kill the event mobs for some reason. it's possible to train them into a "safe area" and have them spawn kill newbies. last week someone trained in a lv 397 big bulk into chug's, and it was one-hitting people if they weren't inside

 

[nightbloom<3]

i noticed that the base turrets don't kill the event mobs for some reason. it's possible to train them into a "safe area" and have them spawn kill newbies. last week someone trained in a lv 397 big bulk into chug's, and it was one-hitting people if they weren't inside

as of yesterday, it was still there.

 

[endermigne]

it took them 25 minutes and 4 support agents to kill a single steel bird elite.

Well, remember that they killed a mob, they didn't change a lightbulb Oh wait...

i noticed that the base turrets don't kill the event mobs for some reason.

That's normal. During robot events turrets don't kill them.

 

[Sheryo]

I believe it depends who take care of your support case, I once had a problem with entropia pocket and it got solved in less than 30 mins, way faster than pizzaboy. Most of the time, when it's about security they are very responsive even if they need to be several to fix it.
On the other hand I had a case about two things they owed me from events, it took months to just get a fvk off and the case closed.

 

[nightbloom<3]

update, i doubt anyone cares but...

"
Hi nightbloom,

Thank you for reporting. We can verify that you sold a Bukin's Spare Rifle to the Trade Terminal on 2023-02-04 02:10:08. You should always carefully check the receipt before you accept to sell items to the Trade Terminal.

Replacing items sold to the Trade Terminal is not part of our regular service. You may request the recreation and return of an accidentally recycled item, but we will then charge you an administration fee of 1000 PED plus the Trade Terminal value of the item.

However, since you are a new player we will this one time recreate the item for you without taking the administrative fee.

You will find your item in your carried inventory.

Kind regards,
Folke | Entropia Universe Support
"

faith in entropia support: RESTORED!!!!!!

the bukin is in my inventory, and i can finally finish the mission

ps: i know the rifle isnt worth the trouble, its about the unfinished mission. anyone else suffering from OCD will easily understand it was well worth the effort ^_^

 

[image zz]

I'm a paying customer (pretty sure in the top tier) trust me from personal experience Mind Ark Support is the worst thing I have ever dealt with .......it is the reason they will not keep customer base, they don't care

 

[nightbloom<3]

I'm a paying customer (pretty sure in the top tier) trust me from personal experience Mind Ark Support is the worst thing I have ever dealt with .......it is the reason they will not keep customer base, they don't care

i can only speak from experience unfortunately, and just hope it will keep being at least "okay"

 

[messi91]

Customer support in entropia is probably the worst thing in the entire gaming system I have to deal with in the past 20 years.Luckly for them in my case is that I don't judge the game based on that or I don't take things that personal and I also play the game for entirely different reasons.
What they don't understand or perhaps they do but don't care is that people willing to deposit astonishing amounts of money to feel good in this game wants their ego taken good care of it when they address their problems as they are the most important persons in this world and if they don't receive it they might quit.I have some examples why some quit.
It is what it is.

 

[nightbloom<3]

Customer support in entropia is probably the worst thing in the entire gaming system I have to deal with in the past 20 years.Luckly for them in my case is that I don't judge the game based on that or I don't take things that personal and I also play the game for entirely different reasons.
What they don't understand or perhaps they do but don't care is that people willing to deposit astonishing amounts of money to feel good in this game wants their ego taken good care of it when they address their problems as they are the most important persons in this world and if they don't receive it they might quit.I have some examples why some quit.
It is what it is.

you mean... kind of like how a casino treats its high rollers?

but i mean, completely different because entropia doesnt even come close to having any resemblance to a gambling establishment of course?

 

[messi91]

you mean... kind of like how a casino treats its high rollers?

Never been in a casino but i guess the other way around.I have a perception that high rollers except the fact that the casino do all the efforts to grab their money are very well threaten since the moment they enter they are respected by their staff, get free stuff, protection , tables whatever until they get out with 0 money.
Here in entropia it doesn't matter all you do for 20 years is sweat and throw shit on the game everywhere you can or a player who deposit 200k usd in 1 year you receive the same stupid copy paste unhelpful comment each time and your effort to make suggestions weight the same as the one who has no interest to play the game.

but i mean, completely different because entropia doesnt even come close to having any resemblance to a gambling establishment of course?

I don't see many things a casino might have in common with entropia unless you are a gambler then I can understand.

 

[UnaAlconbury]

you mean... kind of like how a casino treats its high rollers?

but i mean, completely different because entropia doesnt even come close to having any resemblance to a gambling establishment of course?

Or simply how any company generally treats its top customers? Funny how the casino arguments always seem to pop up out of nowhere in random discussions around here

 

[nightbloom<3]

Or simply how any company generally treats its top customers? Funny how the casino arguments always seem to pop up out of nowhere in random discussions around here

because the similarities are very obvious

you can know that there is a difference between the two, yet still see the similarities.

 

[jwestonmoss]

because the similarities are very obvious

you can know that there is a difference between the two, yet still see the similarities.

the only big similarity is that EU is a "negative expectations game" because the house that operates the game makes its money from a percentage of the overall cycle.

but that's really where the similarities end.

 

[atomicstorm]

the only big similarity is that EU is a "negative expectations game" because the house that operates the game makes its money from a percentage of the overall cycle.

but that's really where the similarities end.

The obvious ones anyway. I will disagree with your last assertion. But that would be for another thread altogether.