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Thread: Rude Customer Service - Bad Judgement. They should not eat up my fault? huh?

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  1. #1

    Default Rude Customer Service - Bad Judgement. They should not eat up my fault? huh?

    This will probably make more sense if you read from the bottom up. I admitted that I'd made a mistake. I bought 50 creds for $5 thinking it was the Mini Evony Premium Awards program. I asked them to fix it. Not give me free stuff. Just change it around so I was getting what I had originally intended to order for the cost I paid..I was told as you can see below. "We should not eat up your fault."




    Hi,
    We have send everyone a system mail for detailed instruction of this Mini Premium Rewards. The first line of this mail reads "To get the deal, click the 'Shop' button in the game screen, then click the 'Evony Premium Rewards' button, then click the 'Mini Evony Premium Rewards' link!" If someone made a mistake, it nowhere indicates that's because the fault of anybody else. We*should not eat up your fault. Sorry we can do nothing to help with this issue.
    Regards.
    On Tue, Jun 23, 2009 at 11:08 AM, Laith wrote:
    So then credit me 200 credits and everything will be perfect.* I have 50 credits which I haven't spent yet so teh total will be 250 like it is supposed to be.* I read the system message.* I was under the impression I was ordering correctly.*
    *
    A little customer service can go a long way.* I used to answer emails just like this one and help people fix online orders.* Sometimes people would need something done that was very difficult to help with.* This shouldn't be that difficult.
    *
    I apologize I didn't jump through the right hoops for my 50credit order.*
    *
    There's hoop A..Spend 5 for 50 and get 50..
    *
    then there's Hoop B.* Spend 5 for 50 and get 250.* <-----THAT'S THE ONE I WAS UNDER THE IMPRESSION I WAS ORDERING.*
    *
    Help a guy out and maybe keep a customer.* If there's only one person reading this and saying NO well then maybe you should talk to your boss or something because I'm not satisfied.
    ----- Original Message -----
    From: evony work
    To: Laith
    Sent: Monday, June 22, 2009 7:58 PM
    Subject: Re: Thanks for contacting Evony Billing Dep.

    Please do note that all orders are processed and dispensed instantly and
    automatically when payment is submitted. Users agree that once payment is successfully
    submitted, no refund will be granted and user will receive the purchased digital item.
    regards
    On Tue, Jun 23, 2009 at 10:56 AM, Laith wrote:
    Well can I cancel my original order and get the special one?
    obviously I was under the impression I had done it the correct way.
    *
    ----- Original Message -----
    From: evony work
    To: Laith
    Sent: Monday, June 22, 2009 7:54 PM
    Subject: Re: Thanks for contacting Evony Billing Dep.

    Hi,
    Thanks for your letter. This order number sensored you made is a normal one. To get the free 250 cens deal, click the 'Shop' button in the game screen, then click the 'Evony Premium Rewards' button, then click the 'Mini Evony Premium Rewards' link!
    Regards.
    On Tue, Jun 23, 2009 at 10:40 AM, Laith wrote:
    Transaction ID: number sensored
    Order ID:* number sensored
    Server 9
    Username/email address: Sensored
    lord name: Laith
    *
    I thought I was going to recieve $25 worth of coins for $5.* This is the reason I made the order.*
    *
    Copied from the ingame system mail I recieved.
    "Mini Evony Premium Rewards is a new program that allows users to pay $5 and get $25 worth game cents immediately, and demonstrate how Evony Premium Rewards works."
    *
    -Laith
    *
    ----- Original Message -----
    From: Evony Customer Support
    To: Laith
    Sent: Monday, June 22, 2009 5:49 PM
    Subject: Thanks for contacting Evony Billing Dep.

    Dear customer,
    Thank you for contacting Evony Billing Department. Please read the following statement and submit the required information accordingly. The more specific the information you provide the faster we can process your request. Thanks for your cooperation in advance.
    *
    Game Coin,
    Non-receipt: Please provide us with the order details below,
    Order number,
    Transaction ID,
    Server: the server you want the coin to be delivered, eg. Live Server 1 or Live Server 2.
    Username: Your registered email address
    Lord Name: Your in-game lord name
    *Note: It takes 3-5 business days for an echeck payment to clear.
    *Game coin transfer is not available at the moment. Double check your server and username when your place*an order!
    Missing Coin, Amulet not awarding, Please take down the TIME of the incident and the NUMBER of coins missing.
    *Note: When applying Amulet or talking at Beginner channel even you don't have any amulet or speaker in the inventory, game system judges that you agree to buy and apply them by default. Game coins therefore will be deducted from your balance automatically in these circumstance.
    *
    Billing,
    Double charge: Please notify us which option you would like.
    1. We can allocate more Evony Game Coins to your account using the overpaid funds
    2. We can offer a refund on the overpaid amount back into your PayPal account.
    *
    Refund Policy: Orders are processed and dispensed instantly and automatically when payment is submitted. Users agree that once payment is successfully submitted, no refund will be granted and user will receive the purchased digital item .
    Account Problem,
    Password Recovery: You can add noreply@mail.evony.com to your white list, and recover your password at http://user.evony.com/?PageModule=ForgetPassword
    *
    Character missing, Invalid Username,
    You can log in at www.evony.com to check the server you played before. Make sure the login email address is correspondent to the one you registered. If you forget or mis-spelled your user name, please provide us with the following information,
    Server: the server you were playing, eg. Live Server 1 or Live Server 2.
    Username: Your registered email address
    Lord Name: Your in-game lord name
    Account Deletion,
    Restart Button is taken offline for further testing, once this function is online again, you can delete your account by yourself.
    Please check this thread for details,* http://bbs.evony.com/showthread.php?t=7921
    *
    Best regards,
    *
    The Evony Billing Department.



    I spent the $5 but only seem to have gotten the $5 worth of coins. I only ordered because I believed I was recieving $25 worth instantly. Is there something wrong? Or can you fix it for me? Thanks..

  2. #2

    Default Taking Customer Service Ticket

    Laith,

    I'm taking this issue and will respond shortly.

    Thanks.

  3. #3

    Default

    Wow.... An Evony representive will do something?! :O

    Could Evony be changing there attidude towards players/customers?!


    Evony - Crashing Forever
    Evony - Lagging Forever
    Evony - Customer Support IGNORING You Forever

    SICK OF EVONY ISSUES? JOIN MY TOPIC HERE:

    http://bbs.evony.com/showthread.php?t=20318

  4. #4
    Join Date
    May 2009
    Location
    scotland
    Posts
    701

    Default

    Doubt it cant believe that its so rude

  5. #5

    Default

    Quote Originally Posted by crucifix View Post
    Doubt it cant believe that its so rude
    It seems rude because it's a literal translation of another language.

  6. #6

    Default

    I'll ask all users not to post on this thread since a Liaison has taken the customer service ticket.

    Update: Laith, I will be raising this issue tomorrow morning (my time).

  7. #7

    Default

    Laith,

    In regards to your request;

    Firstly, I apologize for the remarks you received through customer service; it was unintentional and purely because of a translation error, and not the desire of the customer service person who worked with your issue.

    The in-game messages and announcements gave very detailed instructions on how to purchase the in-game Evony cents during the Mini Rewards offer. The Terms state that once items have been purchased, they are delivered. As you purchased the $5 Evony cents, you were delivered $5 of Evony cents.

    Evony is unable at this time to credit you under the Mini Rewards program as you did not complete the requirements.

    I do thank you for your support of Evony through your purchase, and for bringing this issue up. I'm sorry that the response given may not be what you are seeking, but hope and look forward to your continued presence in the community.

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