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Thread: Rude Customer Support - Incompetent

  1. #1

    Default Rude Customer Support - Incompetent

    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

    Your problem is that you didn't read the full instructions on what to click. Sorry, but this was a case of you not reading and following directions...just be happy it's only $5 and not $50

  3. #3
    Join Date
    Jun 2009
    Location
    Carinthia
    Posts
    73

    Default

    hey at least you got a response. I'm still waiting for mine from a month ago.

    oh wait never mind I already barbed all my towns and disputed the transactions that's right.

    guess i got tiered of waiting. Way to go evony customer service.
    ~SiN~

  4. #4

    Default

    Quote Originally Posted by LordRahl View Post
    Your problem is that you didn't read the full instructions on what to click. Sorry, but this was a case of you not reading and following directions...just be happy it's only $5 and not $50
    That's not the issue here. Yes I know why it happened..and admitted my mistake. My problem is the professional attitude. Would be nice to have my mistake fixed. But I understand it being denied..

  5. #5

    Default

    Quote Originally Posted by Laith View Post
    That's not the issue here. Yes I know why it happened..and admitted my mistake. My problem is the professional attitude. Would be nice to have my mistake fixed. But I understand it being denied..
    I guess they're going with a policy and not making exceptions for anybody, which is technically a good business practice.

  6. #6

    Default

    That's crazy. Submit the dispute via paypal so you can get a refund.
    Evony Fan site owners and alliances with websites visit
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  7. #7

    Default

    lol.

    "We should not eat up your fault"

    Speaking as a native Chinese, that's a direct translation from Chinese or Cantonese. Just FYI.

    I am sure you all know that it means that "The company should not be responsible for your own fault".

    G
    Failure is not an option - Gene Kranz

  8. #8

    Default

    Quote Originally Posted by Geoffrey Von Intan View Post
    lol.

    "We should not eat up your fault"

    Speaking as a native Chinese, that's a direct translation from Chinese or Cantonese. Just FYI.

    I am sure you all know that it means that "The company should not be responsible for your own fault".

    G
    They should update their Employee Handbook (assuming it exists).

  9. #9

    Default

    Quote Originally Posted by EvNoob View Post
    They should update their Employee Handbook (assuming it exists).
    I forgot to add that it is not standard Mandarin or Cantonese but more colloquial in nature.

    It's like saying "Sup dawg" instead of "What is going on friend?"

    G
    Failure is not an option - Gene Kranz

  10. #10

    Default

    Don't you hate demanding customers that is at fault, insists and persists after being told no?

    You know you've made a mistake. It's only $5 and you've been told they can not change it. Most companies has their own policies and this customer service person is simply doing his/her job to uphold it.

    A no is a no, it's not a yes or even a maybe. NO!

    If you don't like it, go eat your own mistake!

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