You may or may not remember that I lost my account around a month ago. I am here to explain the circus that has been my attempts to retrieve my account, and the massive amounts of help I have received from the support team.
I activated my account whilst on a long weekend from work, staying at my fiancees house. I can't access the internet during the week due to having no internet access at my accomodation. The following weekend I discover that I can't log into the game, and so petition NCSoft support to try and get my account reset.
I send them all the information I have about my account, not including CD keys, since I never had a CD key - I opened my account in beta and so never had to enter a CD key. A couple of days later I received an email telling me that I needed to send them some information. The same information I had already sent them or told them I did not have. Upon attempting to reply explaining this I am told that they will not accept emails from my email account.
A week later when I have given up with fighting with the email system I made a fresh gmail account and sent another petition from that account. I received an email back saying they needed more information, again. When I told them I didn't have it, it was escalted. The higher tier support person asked for more information again, and then closed the petition on me! He closed the petition before I had a chance to reply!
I am in the military, I do not lead the sort of life where I can guaruntee I can reply to an email the same day, or even the same week. I have paid for my main account for around 3 years and 4 months of the 6 years I have had it. That's over £600 that I have given to NCSoft and they can't even be bothered to wait for an email back from me for just a few days!
In their announcements they have stated that their database is under attack. I do not know how true it is, but it sounds to me like NCSoft are losing our login information, and they are not even doing anything about it! Worse than that, they are fobbing me off when I ask for help.
I was under the impression that US companies go out of their way to help the military, understanding that we lead unpredicatable lives. Even in the UK companies tend to be more lenient with time limits etc due to exercises and ops. This is absolutely disgusting.
Sorry, rant over.
TL;DR version: NCSoft are losing our login information and do not give a .
They close tickets all the time - I think they stay open for 3 days and then are autoclosed (stupid way to set up your ticketing system btw... ).
Just respond to the closed ticket or login to the NC site with your master account info - then you can see all the tickets that were generated and you can re-open up the closed ticket.
NC-NA Support has been the laughing stock of the gaming industry for years. Only recently has it gotten marginally better... but it still sucks.
Just be relentless, show them everything you have time and time again, reopen closed petitions, remake new ones, send PM's to Sace and/or Moxie on the boards... Draw attention to yourself, it's the only way you're going to get help.
I was checking the support system for your tickets and found two separate incidents that were created. It looks like they were both closed automatically, as the Account Support Team did not receive a response from you. The ticketing system automatically closes tickets that have had no response after 72 hours. You can re-open the tickets by logging in here (http://help.ncsoft.com/cgi-bin/ncsoft.cfg/php/enduser/acct_login.php?) with your Support Account. Please note the support account login is not tied to your Master Account or your Game Account login info. It uses the e-mail address you used when you submitted your initial ticket.
Also, on the original ticket, I see that there was only one communication from you. If you tried to e-mail a direct response rather than updating the ticket through the Support Site, the ticket may not have been updated. When you respond to a ticket via e-mail, there is a specific section where the response needs to be typed (indicated by text), otherwise, the e-mail may not go through. I have a feeling this might be what happened with your initial ticket.
If you continue to have issues updating your ticket, please feel free to PM me and I will help you navigate the support site.
i opened my account in beta, but when i wanted to play, i still needed a real CD key, are you saying i paid for a copy of the game when i didn't have to?
are you saying my beta key still works?
...
all these years, i coulda had a second account...
Loth realy that is a question that went to me too! nowdays when you make a beta acc you need to purchase a real one after and enter the code so u can use any timecard to contineu playing! you say you got the acc for 6 years so if you didnot need to buy a normal cdkey then to contineu from beta why you need now? Last question goes both to loth and also if a gm can answer!
Thank you for clarifying Moxie. Both sides have to be proactive on communicating. Just remember to reply to what Account Department asking, if you don't, like Moxie says, the ticket will be closed, not by the support rep (or GM), but by the system itself.
NC Soft's ticket support system is quite fair. Most players who have an issue check for updates multiple times each day. They need to determine what a "reasonable" amount of time to wait before closing a ticket. They chose 3 days. Would it have made any difference if it was 4 days? or a week? No matter what time period they choose it will be too long for some, not long enough for others.
Besides, does it really matter they changed your ticket status to closed? You click one box and it is re-opened. There is no negative consequence. Closed means they have replied to the ticket opener, and have not received any response, or the response indicated the matter was resolved. That's it.
And I opened an account in open beta as well, and yes a CD key was required.
Ultimately a certain amount of minimal information is needed to retrieve your account. If you don't have it, clearly you didn't care enough about your account, did you? To be in your situation you are saying that:
1. You had a master account password and forgot it. A bit careless but it can happen.
2. You had a secret question and you forgot the answer. Really? And this account is still important to you?
3. You lost your cd key and your activation e-mail. Sure it can happen but many companies but say "strike 3, you're out!"
4. There is other information they can use like your original credit card, etc. but this is getting to be a stretch.
What is it you want? "Hi NcSoft, I am BigBob7. Please reset my master acct password. I am an 81 Spell Howler wearing Dynasty Robes and I leveled on Primevil Isle last week. That should be enough to verify it's me, thx."
NC Soft's ticket support system is quite fair. Most players who have an issue check for updates multiple times each day. They need to determine what a "reasonable" amount of time to wait before closing a ticket. They chose 3 days. Would it have made any difference if it was 4 days? or a week? No matter what time period they choose it will be too long for some, not long enough for others.
Besides, does it really matter they changed your ticket status to closed? You click one box and it is re-opened. There is no negative consequence. Closed means they have replied to the ticket opener, and have not received any response, or the response indicated the matter was resolved. That's it.
And I opened an account in open beta as well, and yes a CD key was required.
Ultimately a certain amount of minimal information is needed to retrieve your account. If you don't have it, clearly you didn't care enough about your account, did you? To be in your situation you are saying that:
1. You had a master account password and forgot it. A bit careless but it can happen.
2. You had a secret question and you forgot the answer. Really? And this account is still important to you?
3. You lost your cd key and your activation e-mail. Sure it can happen but many companies but say "strike 3, you're out!"
4. There is other information they can use like your original credit card, etc. but this is getting to be a stretch.
What is it you want? "Hi NcSoft, I am BigBob7. Please reset my master acct password. I am an 81 Spell Howler wearing Dynasty Robes and I leveled on Primevil Isle last week. That should be enough to verify it's me, thx."
Hahahaha this is funny post. You must never have sent NC a Ticket.
Only way to explain is you work for NC or are delusional (i say this in friendly way)
Hahahaha this is funny post. You must never have sent NC a Ticket.
Only way to explain is you work for NC or are delusional (i say this in friendly way)
actually I've had many tickets opened with support over the years. Overall I have received excellent service. I was impressed when I had a technical issue which wound up being my hard drive needed to be replaced...but it took a long time to figure that out. In the process I received almost hourly replies to my issue from technical support. They were extremely helpful. Imagine their frustration when a LOT of the issues brought to their attention are completely out of their control. They could have the most perfect game in history but when we have an issue with our isp, our pc, etc we wind up contacting NC Soft and then they have to work with us and troubleshoot something that winds up not being their fault.
And no, I don't work for NC Soft but I am on Sace's goodboy list and she logs into my account and drops off an ocassional epic or some revita pops in exchange for giving NC Soft good PR.
after i got a game version CD key, i quit after a month or so.
a year later, i had to get my info back, including my CD key, card number used to open the account, and a series of other things, it was pretty obnoxious.
i got back...
then, and i'm sure NC is happy for it...
i would never stop payment again...
sure, i quit a few times for months on end, but never stopped paying for my account. this way, if i felt like coming back and checking out how things have changed, i could.
wasn't until Server merge, when i started playing again...
the large influx of players combined with the Gracia update coming out, and getting involved with a great guild...
now, i'm slowly losing friends, although i gain new ones, the old ones were the reason i kept playing.
ok... i'm rambling, i should really stop doing that.
And no, I don't work for NC Soft but I am on Sace's goodboy list and she logs into my account and drops off an ocassional epic or some revita pops in exchange for giving NC Soft good PR.
i opened my account in beta, but when i wanted to play, i still needed a real CD key, are you saying i paid for a copy of the game when i didn't have to?
are you saying my beta key still works?
...
all these years, i coulda had a second account...
The cost of the game itself isn't what prohibits people from having second accounts, it's the cost of the second subscription. After 4 months, the subscription has already cost as much as the game (box) originally did, and you have to keep paying for it :P
If it was as easy as you make it sound, everyone would have a boxed party of 9 characters :P
Well I have driven a thousand miles from Germany to the place I lived in the UK when I opened the account and found a CD key for an account I added to my PlayNC account. Lets see if they give me my account back now. =.=
I received an email from support today, and they say they have reset my account and reimbursed any lost items for me! I will check later when I can log into my emails and game, but it looks promising! :D
My personal experience with support was pretty decent with most GM's, it really depends which GM is going to help you out.
I got to say GM Pommo is one of the best all around, he really listens to the customer and tries to help them out accordingly.
Other GM's were decent, but the worst was Will, never had a GM like him before, he's company support, not customer support, in every reply he's protecting the company instead really listening/helping the player.
My personal experience with support was pretty decent with most GM's, it really depends which GM is going to help you out.
I got to say GM Pommo is one of the best all around, he really listens to the customer and tries to help them out accordingly.
I agree 100% with this; In my dealings with NC support, i found Pommo to be the most helpful friendly GM.
Incidentally I didn't like the result of my /gm, but he was helpful all the same:D
Well I have everything back, and all my characters have 5 Vit pots! xD My account was expired though... Good to know I paid an entire month to play 1 day lol.
My personal experience with support was pretty decent with most GM's, it really depends which GM is going to help you out.
I got to say GM Pommo is one of the best all around, he really listens to the customer and tries to help them out accordingly.
Other GM's were decent, but the worst was Will, never had a GM like him before, he's company support, not customer support, in every reply he's protecting the company instead really listening/helping the player.
The ones that won't help are GM Chris, Will, and Clark ... just in my experience if I get one of them I close the current and resubmit a new one.
LLOTH!!! Omg dude its OrcD3vil I haven't talk to you in years. I can't believe they took your account away and won't give it back. I can vouch for you I knew you back in beta all the way till you went into the military. Crazy I can't believe it man I'm so sorry to hear about that if you need anything please hit me up.
lloth!!! Omg dude its orcd3vil i haven't talk to you in years. I can't believe they took your account away and won't give it back. I can vouch for you i knew you back in beta all the way till you went into the military. Crazy i can't believe it man i'm so sorry to hear about that if you need anything please hit me up.
I received an email from support today, and they say they have reset my account and reimbursed any lost items for me! I will check later when I can log into my emails and game, but it looks promising! :D
Im sorry, but it seems you are not playing the same game we are playing.
NCsoft DOEST NOT reimburse any lost items.
Now, IF you really got your items back, was it because you are in the "military"?
IF thats the case, lets all say that we are in the "military" and let us rejoice with all the reimbursed items plz.
Im sorry, but it seems you are not playing the same game we are playing.
NCsoft DOEST NOT reimburse any lost items.
Now, IF you really got your items back, was it because you are in the "military"?
IF thats the case, lets all say that we are in the "military" and let us rejoice with all the reimbursed items plz.
Sorry but I had one of my accounts hacked and everything was stripped, they gave me approximately 95% of the stuff back. You are just QQing because you probably got by someone ingame and NCSoft said it was your IP address and refused to give it back. Whatever happened to give you that attitude I'm sorry.
Sorry but I had one of my accounts hacked and everything was stripped, they gave me approximately 95% of the stuff back. You are just QQing because you probably got by someone ingame and NCSoft said it was your IP address and refused to give it back. Whatever happened to give you that attitude I'm sorry.
Sorry but I had one of my accounts hacked and everything was stripped, they gave me approximately 95% of the stuff back. You are just QQing because you probably got by someone ingame and NCSoft said it was your IP address and refused to give it back. Whatever happened to give you that attitude I'm sorry.
even situations like this...
people are getting back A grade common gear.
it's part of some new system, ever since common gear was released.
i think NC is mixed up in a major civil war or something with the Aion crew...
they're using all the hacked and botted gear to transfer to a combined pvp server where they wiill fight for dominance...
Don't know what to tell you, I had my accounts hacked and I spent 3 days on the phone on/off and multiple tickets and I got 95% of my gear back. back in Like CT1 worth around 20bil and got 15b of it back.. I about murdered someone.