This new "customer support" team is the worst I've ever seen in any game period. And I've played several. Are you guys just outsourcing now and just hiring cheap customer service people from India to cut costs or something? I'm not even joking or trying to throw insults, I was seriously wondering this in my head during my recent interaction with one of them on live chat a few days ago.
This "customer support GM" I was speaking to on the live chat asks me which enchants are on my item in question. I tell him Reinforced and Echoing. He replies to me with: "I see, please be advised that it is Declarative ES and Echoing ES that should be combined".
What??? Does this supposed "Game Master" really think you can enchant your gear with both Declarative and Echoing at the same time? Or is his english that bad that he can't get his point across properly?
They're both suffix scrolls and you can only have one prefix and one suffix enchant on an item. And what does a Declarative scroll even have to do with anything? Why is he telling me this? Did he even read what my issue was? Mind you this was after I had just spent a good 5 or 10 minutes typing up my issue in full detail. So it was very frustrating to see this "GM" just completely disregard everything I just explained about my problem and go off talking about something completely irrelevant.
And the funny thing is my issue didn't even have anything to do with enchanting in the first place. The boots are already fully enchanted so why is this "customer support Game Master" trying to teach me how to enchant and talking about Declarative enchant scrolls that don't even exist in the game anymore.
He even asked me if the Echoing enchant scroll on my item is rank 7 lol - GM Pitchan: "I'm really sorry for the delays. May I ask if the your Echoing enchant scroll is in rank 7?"
Lol is there even an Echoing enchant scroll in the game that isn't rank 7??? Is a "Game Master" really asking me questions like this? These are questions a newbie to the game would be asking.
After having to correct him and reminding him that I'm not even asking about enchanting he apologizes for his careless mistakes of course. GM Pitchan: "Sorry for the confusion. Let me check this for as while." And it really was a while...I spent 2 to 3 hours going back and forth with this guy and it led me nowhere - ended up having to create a ticket about it.
Don't waste your time on the live chat guys if you really need support for item issues because those live chat "GMs" are only there to answer basic questions and nothing more, doesn't look like they're able to just come in-game and solve the problem for you like what might happen when you create a ticket and get someone better prepared to assist you - this guy on live chat was appearing to do everything possible to not do that it seems.
What happened to having GMs in a game that actually know what they're talking about, they know the game in and out and actually take action to solve player's problems? These new "customer support GMs" just tell you "well yes there was a mistake in the game that caused you to waste money, tough luck, bye" instead of taking responsibility and doing something about it like with QueenofMana's issue in the "Caustion: Extraction Rune" thread here in the General section - the Extraction Runes item description doesn't even say ANYTHING about not being able to use it if the item's enhancement level is below +9, the equipment has already been destroyed previously and it can't be enhanced so now he/she just wasted $20 worth of NX on a NX item they can't use due to Nexon's carelessness. We're dealing with hard earned money from a real human being here, you don't know what some of us go through just to make 10 or 20 bucks.
@Saygo @Ehgess @LumoxNXA @Czar
This message is to you Nexon and no one else, please do something about this. No, giving them a pat on the wrist isn't going to fix this problem going on with customer support, it's a widespread issue. I was just reading through the "Caution: Extraction Rune" thread where he/she was sharing their experience with another "customer support GM" that showed little to no compassion for the very serious issue they ran into when it was you guys that caused him/her to waste that nearly $20 worth of NX, not his and all you did was say "oh, we forgot to tell you that you can only use this item if it's +9 and above" - tell me, how are we even supposed to know that??? Isn't that what an item description is for?
So this isn't just a live chat support issue, it's even going on with those handling tickets. Even in serious cases like this where important information is missing from item descriptions and it causes us to waste so much gold and NX, we come to you for help to make things better for us because it wasn't even our fault that we took the loss and these "support GMs" in live chat and replying to tickets seem to be doing everything possible to not return our wasted NX or give us back what we lost.
Yes I understand there are those out there that have tried to "game the system" in the past so you might be more hesitant to replace things for players now but we're talking items that YOU Nexon created but failed to make the item descriptions clear enough and left out very important information and as a result we're losing gold and NX because of it - and still you don't want to help fix the problem for us?
I remember back when the game first came out in 2010 and the mailbox was bugged somewhat. I lost some items through the mail, I made a ticket about the issue and the GM actually sent me some NX for my losses. That was excellent customer support. While it did take a very long time to get a response back then at least they tried their best and took steps to provide relief for my problems. Now it's 2017, it's almost condescending and insulting the way some of these "customer support GMs" speak to us, just linking us to basic articles like we're new to the game and trying their best not to fix the problem for us, you just get "tough luck, your loss even though it was our fault, bye".
You really need to change this Nexon and quick because it's a serious problem. You're only chasing players away to other places and games where customer support truly does care and takes action to fix problems like this. I love Vindictus and I've supported you guys in more ways than one, just check the NX logs - but when I'm being shown that the only people we can go to for help via tickets don't really care about our problems and are trying their best to NOT do anything to fix gold and NX we lose it reminds me why I stopped supporting the game like I used to. Why support someone that doesn't even care when you need them the most? Such a letdown when you've been supporting the game for nearly a decade then when you need help now you get "I'm sorry, you should've known XYZ (even though it isn't in the item description), we won't fix the problem for you".
Again, this is for Nexon employees and no one else (others can chip in about their customer support issues but I won't be discussing my ticket here as it's still pending), hence the pretty lengthy message because it's about your company, some of the staff being irresponsible specifically "customer support" and the future of Vindictus, I've provided as much information as possible about this issue so you have enough details to do something about it and investigate. Because no one likes angry customers right? Customers are being mistreated Nexon...please do something.
As for my issue I'm facing that's still in the process of (hopefully) being handled via ticket system but my experience so far has been very unpleasant. This thread isn't to discuss and complain all about my item issue with other players because only Nexon can fix it and like QueenofMana I've also taken losses due to information missing in NX items.
Any staff can PM me if you need more information.
