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How to deal with support ticket staff? Please help me here.


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#1 AtmaDarkwolf

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Posted 20 October 2013 - 03:20 PM

I am really getting sick of dealing with the WP support ticket staff. I am tired of having my tickets just deleted without any response, or some silly cut/pasted response that has NOTHING to do with my ticket, and the ticket closed a day later with no help given.

 

I have an issue(2 really but...) where primarilly I want my characters name changed back to what it was (I had left RO for a number of years, close to 8 or 9 years, and my character has a _C behind his name, I want that taken out. But ALSO ontop of this, I have had my accounted wiped clean of any and all valuable items (Whisper muffler, sohee shoes, raydric mantaru etc) and while the item loss is not acceptable, I can handle the loss, but I want my characters name changed, (The _C is just... annoying to look at and I can't even play him with it lol)

 

They said 'right click the character in the select screen, etc etc' yet right clicking ANYWHERE in the character select screen has NO right click menu. When I told them that: Ticket closed. Reopened and asked about THAT problem only(Ignoring the item loss) cut-pasted response linking to the server merge, ticket closed, 3rd time, the guy tells me about the kafra store name change(What?) and ticket closed.

 

 

How do I communicate to these guys the issue? Am I not speaking understandable english? DO I have to use a diffrent language? Help me out here, i am getting really really sick of these guys. (I have had to deal with them with ROVU, RO2, etc, and they are always just as non-helpful in each and every case, I would REALLY REALLY like to say that I feel the support was helpful, but they are NOT. Tell me what to do to get results, at least make me feel they actually 'care' about thier jobs.


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#2 DrAzzy

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Posted 20 October 2013 - 04:47 PM

Yeah, they're pretty bad.

When you communicate with them:

* Remove everything that isn't essential to what you're trying to communicate. 

* Use short, simple, sentences.

* Figure out the solution to your problem, so you can tell the GMs what they need to do. 

* Complain to Campitor or Oda about unacceptable responses. 

 

The reason you can't name-change by right click is that only names changed in the latest merger can do that - your name was changed in the old merger, before there was a way to do right-click namechange. The GMs ought to simply manually enable namechange via right-click for it. 

 

Were the missing items in storage? It could be the whole multi-storage thing, with your gear being marooned on another server's storage. Go to the mail annex, and you can access all three storages for free from there. 

 

 


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#3 AtmaDarkwolf

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Posted 20 October 2013 - 05:27 PM

Ya checked te annex, its gone. The 'gear' in question(Honestly I can live with the loss, just wanted GM's to have a headsup of what happend) was gear on my 'main' character of the time 8ish years ago(monk, lv 91)

 

Most of it i can accept the loss(The muffler, shoes, etc) but I do feel the hurt from his stolen fists and swordmace(I spent the larger part of his aco life getting a full set of VVS Elemental +7 fists and swordmaces,and a VVVS +9 fist and swordmace, I was an aco for a good 6-7 months at lv 90ish waiting for monk, and had all my monk gear 'pre made' for when monk was added)

 

I can actually handle all that loss, and in the end what I REALLY wanted (the one thing I WILL NOT back down from) is I want to change his name to something without the C. All i got was a closed ticket response. I think I've pretty much given up trying to communicate the fact of his lost gears, and am just wanting to fix his name, but evne thats like running up a glass hill coverd in butter while a monkey is throwing banana's at me.


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#4 DrAzzy

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Posted 20 October 2013 - 06:11 PM

Gears are typically not lost due to GM action, but rather due to either people dropping all their gear when they quit and then forgetting they did that when they get back, or people having shared accounts with people who robbed them blind after they quit (it happens a lot)

 

Getting the name change should be a really simple thing. They just need to give your char the right-click namechange, or give you a name-change box. I think they don't realize your namechange was from the previous merge, so you don't have the right-click option. 


Edited by DrAzzy, 20 October 2013 - 06:12 PM.

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#5 AtmaDarkwolf

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Posted 20 October 2013 - 10:26 PM

Ya I realize they think that, each one has the 'just right click to change name' response, and I keep trying to clarify that the name change was from the FIRST merge YEARS ago, not the recent one or the one related to renewal. How Do I communicate 'what it is exactly' I need, in the most simplist of ways, without getting a cut n'paste response and ticket closure?

 

LOL its really fustrating dealing with gravity/wp to be honest, worse than any company I've had to deal with (Including nexon)


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#6 AtmaDarkwolf

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Posted 22 October 2013 - 02:54 AM

Update: which is no change. No reply, nothing(At least they not just closing tickets) Gonna attempt once more and not put anything else other than : Cannot change name as u said


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#7 Edstyle

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Posted 22 October 2013 - 03:42 AM

$$$


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#8 Campitor

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Posted 22 October 2013 - 10:32 AM

PM me your ticket number I will talk to them about proper responses..


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#9 Campitor

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Posted 22 October 2013 - 10:40 AM

Nevermind found the ticket.


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#10 AtmaDarkwolf

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Posted 22 October 2013 - 12:15 PM

Thanks camp, I just saw your PM ingame but was kinda swamped. When I replied you were already gone (Sorry)


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#11 Alichi

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Posted 22 October 2013 - 08:42 PM

lol...... if it only low lvl monk....can't you just make a new account and make a new name without that annoying _C since your items also lost.  Its faster than waiting for a GM to change your name  xD. And yeah, some WP support staff is annoying.


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