Seb: Regarding my complaint about shop/support, your intervention didn't help at all!

[Mauzi]

This is just great ! While those who know me might have seen me to be rather calm, I am pissed enough to write in bold.

Since I cannot post in the regular customer areas anymore, I shall post here. To the mods: Please make sure that you ONLY move this thread if you made sure that I can access it afterwards WITHOUT being a customer (by SV's stupid systems). So, you preferrably please do not move it before this gets sorted.

Today I wrote a PM to you, Sebastian and also tried to add a reply to my old post regarding this issue, but I wasn't able to anymore and my post was referred to staff for verifying. Did you read it yet ? Well whatever, here's the story in short:

This complain / rant / help request is referring to my recent thread under

http://www.mortalonline.com/forums/49804-sv-treated-me-like-you-not-alone.html#post966659

So I recently posted about some of my family's accounts getting disabled for no further reason than an utterly useless webshop and support, and despite Sebastian's appearance and promise to talk to the guys not only the payments failed (was expectable after the support said "we dont need a fax"), my own/main account got disabled (not that the payment actually failed and no longer is pending), and all that after the support closed my support request without notice, help or fix despite Seb promising to speak to them.

Seb, your 'love' for my family owning three accounts and wanting to subscribe all of them for 6 months (see your reply in my above linked thread) obviously doesn't count much. My main account got disabled again since all the payment method and support failed despite your promise to care for it.

So now I can neither login anymore nor post in the customer areas - that really makes me feel like not being wanted here, afterall you wanted to get the support guy on track. Yet, all that happened after our PM conversation was a CLOSING of my support ticket without ANY solution or even reply to the open questions where I outlined that the support OBVIOUSLY was wrong regarding a fax not being needed.

What's SV's plan on this way of treating customers ? Will it be standard ? I face it the second time now and am not willing to take that any further aka not even a single time more. I feel treated like a true idiot - despite your kind words, Seb, they only count as much as the resulting actions - and will have to retract all recently debited payments and cancel all the MO accounts if you don't get things sorted ASAP.

I guess this is rather something for a PM, so I hope that you read my PM from earlier (when my account worked for its last 30mins) aswell as this post. And this time I expect more from our PMs, a result that actually gets the subscription working.

Thanks for understanding me being utterly fed up, now that I need to write a second post like this. Yet, I shall trust in your soonest expected actions and obviously this time expect the subscriptions getting working just like the account of my lady does work (including debiting from the very same bank account that doesn't work for the other game accounts).

I am now waiting for adequate replies and actions.

[Artaeum]

I feel you.
I have yet to actually even be able to view the forums with my real account. Even thou the Shop Admin should have been working on it for the last three days.
I dont think (or know) that it's that hard to give a certain permission to a customer/member with a payed account to even view the boards.

And I have never been able to see the boards with that account by the way.
Since this problem hasn't been solved yet I'm not paying anymore, until it's fixed.

[Mauzi]

Originally Posted by Artaeum

I feel you.
I have yet to actually even be able to view the forums with my real account. Even thou the Shop Admin should have been working on it for the last three days.
I dont think (or know) that it's that hard to give a certain permission to a customer/member with a payed account to even view the boards.

And I have never been able to see the boards with that account by the way.
Since this problem hasn't been solved yet I'm not paying anymore, until it's fixed.

Well, if it was about the forum I could care less. Actually my forum/game account link works fine.

It is just that my game account got suspended for the second time due to a faulty shop which seemingly is unable to do a proper debit despite the exact same bank account working for another account. As result of a suspended account my posting privileges are limited.

Besides this shop problem I am complaining about the support being of no use at all. They don't read your text, as result reply random stuff and obviously don't reply to concrete questions you have. The recent allowing of a week of gametime while the transaction was pending didn't fix anything but only postpone the issue. Which occured today again by getting a status of "failed" for my bank debit, thus blocking my game account.

Wonder what's so magic about running a proper internet shop if they already use a wellknown partner for the money transactions...

[Azarahthehunter]

Try and talk to maerlyn? I would suggest to hang on the irc and spam the shit out of every mod/dev with pms about your problem :P

[Alfie]

This is unacceptable from SV. The game is in a poor state as it is. You'd at least expect them to sort out shit like this.

[mradelslayer]

hmm, u r really riding hard on the bad lane.

be strong,

maybe u can claim loss of gametime if u cant play and they alrdy charged you.
not sure if they allow it, but your condition is like seroius as i read, and deserves compensation.

[GaraP]

Aye, I suggest talking to Maerlyn, or spam your problem to someone who can help ya. If they don't reply, spam more. They have to help you, it's not your fault obviously. I hope they compensate ya-

[Mauzi]

Okay then, here's an update since things get more annoying even:

I just found that not being a customer resulted in an instant reduction of not only my posting privileges but also my maximum PMs. So I had about 160 PMs of a total of 200 allowed, which was fine, but now - not being "paying customer" anymore I just got reduced to a maximum allowed of 100. As result I cannot receive any PMs anymore - wtf!

Obviously reducing the limit below the existing amount is nonsense and will cause trouble. And not being able to receive possibly helpful messages, as in my case. So I started deleting PMs as I could to get below the 100 threshold so I could receive any helping PMs that might have been sent to me.

If you sent me any PM regarding this issue, please resend it since it obviously got lost (possibly even without notice to the sender).

Thank you !

*mutters something about facing a really long chain of oddities in SV's systems*

P.S.: Thanks for all the kind words of sympathy above.

Edit/Addition:
Just for general notice, not only was my forum account fully usable before the payment issues, but the webshop also still wrongly claims that I have the forum status of:

Status: You have full access to the "Customer section".

This obviously is wrong since I can't post in most areas anymore.

In my view there's so much wrong here, it's about time to fix the shop - wait, wasn't that time before release already ? Afterall, if your shop can't handle purchases properly you will not have customers to play your game. And then there's nobody seeing you fixing ingame bugs, right ?
So please, for the sake of the success of Mortal Online fix the shop firstly, ASAP, right away and now.

[Hydr0matic]

So I recently posted about some of my family's accounts getting disabled for no further reason than an utterly useless webshop and support, and despite Sebastian's appearance and promise to talk to the guys not only the payments failed (was expectable after the support said "we dont need a fax"), my own/main account got disabled (not that the payment actually failed and no longer is pending), and all that after the support closed my support request without notice, help or fix despite Seb promising to speak to them.

Really sorry for your trouble. The payment was wrongly set to status failed due to technical reasons. Fixed now.

[Mauzi]

Hm.. well, thank you for your response, let's see...

*You see a Mauzi rushing off to verify this*

[Mauzi]

Okay, current status is:

• The game account in question works again and there's been no losses (pet, items)
• The pament has been set to "Completed" while the payment already has been debited properly two days ago.
• Also the payment method was altered as intended.
• There were a few extra days of game time added to the account aswell as proper compensation for the downtimes I had with my account.

I am all happy for now. Thank you !

[dscoombs]

Nice to see a happy ending, Mauzi.

I had a similar problem with resubbing my account and the account of a friend, who doesn't have an active credit card. In my case it was dealt with within a couple of hours, so in the end it wasn't so bad. Though part of the solution was that I gave up on monthly payments and went with a three month gametime purchase instead. I did come away from the experience wondering why on earth SV went with Global Collect. I can only assume less troubling collection services are more awkward/expensive for use with a multi national playerbase *shrugs*.

I'm hoping in three months time when both subscriptions are due again, that the system will have been refined somewhat :P

[Raff01]

Limiting non paying customers's rights on their forums is just the reflect of SV's own lack of confidence in their game. They do this in order to prevent any negative posts on their forums as the people who have renewed their subscriptions obviously love SV and MO and will always defend it.

[Artaeum]

Nice. Now they should just fix my account issue since your obviously got fixed (with a similar issue with not being able to post/see some areas).

[Matthew Hanfes]

They don't read your text, as result reply random stuff and obviously don't reply to concrete questions you have.

This is true.

Give it that I was kind of being an ass after they told me to contact my bank and my bank had no clue what they were talking about.

It really did seem like they did not even read my posts.

[Henrik Nystrom]

Originally Posted by Mauzi

Okay, current status is:

• The game account in question works again and there's been no losses (pet, items)
• The pament has been set to "Completed" while the payment already has been debited properly two days ago.
• Also the payment method was altered as intended.
• There were a few extra days of game time added to the account aswell as proper compensation for the downtimes I had with my account.

I am all happy for now. Thank you !

Im happy it got sorted out Mauzi.
Things have not gone as smooth as we hoped for when it comes to our payment system from the third party, we are evaluating our current system and another solution to avoid such issues in the future. Thank you for your patience.

[Artaeum]

Originally Posted by Henrik Nystrom

Im happy it got sorted out Mauzi.
Things have not gone as smooth as we hoped for when it comes to our payment system from the third party, we are evaluating our current system and another solution to avoid such issues in the future. Thank you for your patience.

So. Could I get some help with my issue then soon? Or preferably solved?

[Adaqueril]

My account is now activated as it should be. Now just need to see if I can get access to the Customer section soon.

[Mauzi]

Originally Posted by Adaqueril

My account is now activated as it should be. Now just need to see if I can get access to the Customer section soon.

Great, glad to see they start working through the failed accounts.

P.S.: Also, my forum access now seems to work. Except in the feedback area, which is censored.