Support Frustrations

[Lerxst]

Not sure where to put this thread but I need to vent. 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.

This is the reply....

For security reasons, MindArk do not change the name of an account holder.

It's very important to enter the correct information when applying for an Entropia Universe account. While you may still keep this account, we will be unable to offer you any support assistance that relies on identification verification.

We recommend that you consider creating a new account with the correct information, which will allow you to utilize withdrawal and security features available.

Kind regards,

Entropia Support

Now the frustrating part aside from NEVER having any EVER resolved is they dont appear to even know their own EULA.

From Section 3. You agree to update any registration information that you provide whenever it is changed so that MindArk's records are also correct. This is what I am trying to do.

From Section 2. A Participant may only have one Account. So why tell me to create another one? Because you want me to chip out and spend all kinds of ped getting things switched over? I think not.

Basically what they are telling me to do is against their EULA and all I am trying to do is make sure my account is accurate. I am not sure where to go from here with this but it seems to me a phone call may be in order to talk to an actual human rather than a supportautoreplybot.

[MrWizard]

First, I guess the biggest question is, why isn't your info correct in the first place? If you need to change your name and your address, for all they know, your trying to steal someone else's account. There was an amnesty period awhile back. I'm not sure if you've been in-game long enough to be around for that, but if you were, you should have taken advantage.

They are not contradicting their own EULA because they're not asking you to create a second account. They're telling you to get rid of your current account and create a new one with the correct info, which you should have done from the get-go.

Many people have valid complaints regarding Entropia Support, but this is not a valid complaint in my eyes. They are holding true to their policies here.

[Dorsai]

Originally Posted by Lerxst

It's very important to enter the correct information when applying for an Entropia Universe account. While you may still keep this account, we will be unable to offer you any support assistance that relies on identification verification.

From Section 3. You agree to update any registration information that you provide whenever it is changed so that MindArk's records are also correct. This is what I am trying to do.

As I see it you will need to provide proof that "your name has changed".

If you got married, for example, a marriage certificate will show that you used to be "Jane Doe" and are now "Jane Smith".

If you changed your name using whatever legal system exists in your county (In the UK it is Deed Poll.) then you will have documents to prove it.

If you just got the spelling wrong, due to a typo, make the phone call.

If you registered as "Jonh Smith" and are really "Ivor Biggun" I think you are screwed.

[DrPaddo]

Not another one!!

Look for Fedor DrPaddo Getast thread and see what happened to me
2.5 years of play down the drain

Skilling back up now thoug

[Legion]

Well you can only blame yourself as they are quite clear about it to use your real info when you sign up.

[Lerxst]

It is my real name...sort of...I used Middle name First name. Like many I am sure they have not put real names when first signing up for accounts here or any other internet sites they are skeptical of for that matter. I have deposited and my real name is on the card they happily processed without issue. If I ordered a gold card I know it would get here but still would like to "fix" my account so it is correct. I don't know how creating a new account is a simple solution when they can type my name in the little box in seconds. No option to prove I am who I say I am like I saw in another thread? All they have to do is look at the card associated with the account and it's pretty plain to see yet they would rather auto reply nonsense replies and make everyone jump through hoops to get a simple task accomplished.

[onyx oZ Zombie]

Originally Posted by Lerxst

It is my real name...sort of...I used Middle name First name. Like many I am sure they have not put real names when first signing up for accounts here or any other internet sites they are skeptical of for that matter. I have deposited and my real name is on the card they happily processed without issue. If I ordered a gold card I know it would get here but still would like to "fix" my account so it is correct. I don't know how creating a new account is a simple solution when they can type my name in the little box in seconds. No option to prove I am who I say I am like I saw in another thread? All they have to do is look at the card associated with the account and it's pretty plain to see yet they would rather auto reply nonsense replies and make everyone jump through hoops to get a simple task accomplished.

*this is only hypothetical - i am not a hacker or a scammer*

picture this - i am able to gain control over your account. i make a deposit with my card onto your account. i then contact MA and tell them to change the account details to match the details on the credit card that was used for the deposit - does that make sense?

i can understand your frustration, but i really don't see any other way to go about this aside from what support accurately told you

[Level]

Originally Posted by Lerxst

For security reasons, MindArk do not change the name of an account holder.

It's very important to enter the correct information when applying for an Entropia Universe account. While you may still keep this account, we will be unable to offer you any support assistance that relies on identification verification.

We recommend that you consider creating a new account with the correct information, which will allow you to utilize withdrawal and security features available.

Kind regards,

Entropia Support

Thats why I changed account-avatar, I am playing on new account since almost 1 year. (anyway..my old Ava nick was stupid like hell, it proves my IQ lol)

[Lerxst]

Originally Posted by onyx oZ Zombie

*this is only hypothetical - i am not a hacker or a scammer*

picture this - i am able to gain control over your account. i make a deposit with my card onto your account. i then contact MA and tell them to change the account details to match the details on the credit card that was used for the deposit - does that make sense?

i can understand your frustration, but i really don't see any other way to go about this aside from what support accurately told you

Yeah makes sense but it's not like I am trying to change the card, address and phone number and the card tied to the account has been since I deposited over 4 months ago. I understand part of their reasoning but they fail to even investigate it and make an educated descision or give other options. The frustrating part is they NEVER do anything when you submit a support case, at least not for me. Each time it has cost me ped and after a couple of weeks I suck it up and ask them to close the case. Not this time. There has to be a system in place for a large community like this for these types of issues where chipping out and creating a new account and avatar is not the only option. IMO that should be the last option not the auto response cut and paste reply. Like I said, they took money no problem so I don't see why they can't fix this minor issue. I am on every day and trust me if there was something fishy with my account it would be locked in a heartbeat. And besides, I am trying to give them money and they don't want it? Come on....

[Lerxst]

Originally Posted by Level

Thats why I changed account-avatar, I am playing on new account since almost 1 year. (anyway..my old Ava nick was stupid like hell, it proves my IQ lol)

I just don't see why that is the ONLY option. How much skills and money did you lose to chip out? Do you think if I tried to withdraw money it would be a problem?