Support Frustrations

[Coelacanth]

I think there's only one MindArk-approved way to resolve this issue. You must travel to their head office in Sweden, bringing your passport and 4 other pieces of picture I.D., and let them take your fingerprints, blood sample to obtain your DNA, and urine sample to confirm that you aren't taking performance-enhancing drugs.

[Traf Rellik]

Originally Posted by Lerxst

I have submitted a handfull of support cases and only get the cut and paste response a few days later and the issues are never resolved.

Anyhow....My most recent one was a simple "please update my account with correct info" case. I wanted to change email and my name on the account so I can order a gold card and be sure it is received.

Given the above, the implication is that:
a) you are greatly exaggerating the time it took them to respond, or
b) you expect us to believe you intended several days ago to order a gold card which coincidentally is being offered free now, or
c) you are not being truthful about *why* you waited until now to update the information

It's a very minor inconsistency, but one that adds an air of non-credibility to the overall statement, nonetheless -- enough for me to be suspicious, anyway.

[Lerxst]

Originally Posted by Traf Rellik

Given the above, the implication is that:
a) you are greatly exaggerating the time it took them to respond, or
b) you expect us to believe you intended several days ago to order a gold card which coincidentally is being offered free now, or
c) you are not being truthful about *why* you waited until now to update the information

It's a very minor inconsistency, but one that adds an air of non-credibility to the overall statement, nonetheless -- enough for me to be suspicious, anyway.

Huh? Do you work for MA support?

Anyhow, since it seems I have to explain myslef ......

I saw the thread Get a Gold Card Now a few days ago. Decided a couple days ago I was going to buy a gold card but wanted to make sure my account info was correct so there were no issues with shipping so I submitted a case to support. I never said how long it took them to respond to this case but it generally is a couple days or more, this one took a day which was shocking in itself. Here are some examples of great support response times

25 Oct 2007 You wrote:
31 Oct 2007 Entropia Support: 5 Days to respond

03 Nov 2007 You wrote:
06 Nov 2007 Entropia Support: 3 Days to respond

10 Dec 2007 You wrote:
12 Dec 2007 You wrote: Asked them to close, ate the peds
18 Dec 2007 Entropia Support: 8 days to respond

12 Dec 2007 You wrote:
13 Dec 2007 You wrote: Updated info
13 Dec 2007 You wrote: Updated info
14 Dec 2007 You wrote: Updated info
19 Dec 2007 Entropia Support: 7 days to respond, issue never resolved

I could go on but you get the picture...I hope.

Moving on.....I am also not sure what the new offer today has to do with anything. The real reason is so I can safely buy the gold card without it getting sent back because the name on the package doesn't match. I don't qualify for the free one anyway so that point is moot as is the reason I want to. The fact is it's my account and I want the info update, pretty simple really.

As for C) What is the difference if I waited a week or a year? The point is I want to correct it and there is no reason I see as to why it can't or why it shouldn't be done.

[Traf Rellik]

LOL, if I worked for MA support, I'd get fired real fast. Several reasons for this, in fact:

1) I pay attention to the details (I actually READ your post)
2) I actually CARE about results and satisfaction
3) If my boss didn't mind 1) or 2) above, he/she'd fire me as soon as they saw my sig!

Anyway, no, I wasn't picking your story apart so much as trying to show that your post has reasons for less than "face value acceptance". Your points answer that fairly well. Too bad you didn't make those points as well in your original post (although the details are not as important as the overall idea).

One way to look at it is that it reads like a whine rather than putting your best foot forward as a concern that deserves consideration. The difference between saying, "I want this", and "I think you should do that because...".

I've had both good and bad experience with support. Mostly good lately, and this usually means they are trying but are behind the gun and don't always have the resources to do what they might actually WANT to do. Yes, I believe they have people that really do care... but if you work them to death and don't give them the ability to achieve real results, well, they are only human, after all.

[Traf Rellik]

Originally Posted by Coelacanth

I think there's only one MindArk-approved way to resolve this issue. You must travel to their head office in Sweden, bringing your passport and 4 other pieces of picture I.D., and let them take your fingerprints, blood sample to obtain your DNA, and urine sample to confirm that you aren't taking performance-enhancing drugs.

LOL, I can see that happening...

Scene: MA headquarters, dimly lit small room with a bright light shining across the table.

Interrigator: I see you've been spotted crafting for 8 hours at a stretch, unresponsive to local chat, and never taking a break.

Avatar x: I swear, I don't use endurance OR performance enhancement software!

Interrigator: NEVERTHELESS, you are hereby banned for 1 Month and stripped of all HOFS!

Avatar x: but... but... this isn't FAIR!

Interrigator: FAIR? -- what's that? some new auto-clicking cheat?!? Quick, someone go google FAIR and get to the bottom of this conspiracy!

[Lerxst]

Looks like I am chipping out

I guess the good news is I have a ton of skills and will be stinking rich after they're sold. New avatar will be loaded.

Hopefully one of my socmates will get a nice mentor gift in a couple of week..lol

[redwing26]

If you are genuine I can see your frustration but MA have had both positive and negative press and with real life money being involved they must keep themselves right.

I don't mean to be an ass but Im surprised you were even able to deposit if your information wasnt accurate. Legally MA is correct . Just to re-iterate if you are genuine I feel sorry for you but I was nearly scammed recently and theres alot of people out there looking for identity theft oppurtunities and if MA did cut people some slack in this area and it backfired they would be in big trouble.

Just out of curiosity if you were planning to deposit why was the information not 100% accurate? Its just maybe Im paranoid but I always make sure when I am going to make purchases from a site that my information is accurate 100% else its fraud. I'm not saying thats what you were doing its just sometimes unfortunatly the law is run by the letter and not "by the spirit" of the law.

The only thing you could maybe do is sell your character skills and start a new one , although I can understand why you wouldnt be happy with this, MA is probably looking at things from a differant perspective since lets be honest here although were all talking on this forum well anyone could lie at anytime online.

[Rayne Jade]

Do you trust your socmates...? If so, chip it all out and let someone hold the chips for you. When you create a new ava, get the chips back and insert. Yes, I am aware you would lose ~10% of the skills in the transfer but it is better than starting completely over. Of course, you may want to start completely over and approach skilling in a different way... just a suggestion.

[aridash]

i dont understand MA position on this, as long as you present proper ID they should change the name in which the account is held. Having taken you payment from a card in your correct name, that should be enough for them to adjust it (does this mean they'll accept any old named card, opening themselves up to fraud?). I would follow this up with more senior levels. What happens if you marry? what happens if you change you name by deed poll?

In fact, it occurs to me that it may be easier for you to do just that.

[Lerxst]

Originally Posted by redwing26

If you are genuine I can see your frustration but MA have had both positive and negative press and with real life money being involved they must keep themselves right.

I don't mean to be an ass but Im surprised you were even able to deposit if your information wasnt accurate. Legally MA is correct . Just to re-iterate if you are genuine I feel sorry for you but I was nearly scammed recently and theres alot of people out there looking for identity theft oppurtunities and if MA did cut people some slack in this area and it backfired they would be in big trouble.

Just out of curiosity if you were planning to deposit why was the information not 100% accurate? Its just maybe Im paranoid but I always make sure when I am going to make purchases from a site that my information is accurate 100% else its fraud. I'm not saying thats what you were doing its just sometimes unfortunatly the law is run by the letter and not "by the spirit" of the law.

The only thing you could maybe do is sell your character skills and start a new one , although I can understand why you wouldnt be happy with this, MA is probably looking at things from a differant perspective since lets be honest here although were all talking on this forum well anyone could lie at anytime online.

I wasn't planning on playing this game this long and was just wanted to check it out. Next thing I know I am hooked and wanted to deposit a little. Lesson learned. I am chipping out and moving everything over this week to an account with all correct info. Old account will be closed as soon as possible. I agree that if deposits are made they should check the info before processing so there is room for improvement there.

MA support is very aware of the situation and are working with me so I guess I can only blame myself at this point.

Thier reply:

We had a limited-time offer for all participants to update the information on their account (the account holder update form). We do not offer this service anymore since we clearly state the importance of using the correct information when applying for an account.

The EULA part refers to address and email, which a participant can change by him/herself (if they own a Gold Card at least) as the name and birthdate should be correct in the first place.

We are sorry, this may seem like a simple change, but in reality it takes a lot of time to process because of all the security checks such a change must go through.

Let this be a lesson to anyone else creating an account with EU.