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Old 02-09-2009, 08:28 AM   #91
Panii

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Hiya this happenned to my husband Kadez on Splitpaw Saturday randomly mid fight!!! and me on changing characters on Pannee on Splitpaw on Sunday. We are both paid up as the money has come out of our accounts, and are very interested to know if this money is "missing" who has stolen it as clearly there is a breach in security for it to go missing.

While I agree that we don't always need tech support/Admin at the weekends, they CLEARLY knew that there was a problem Friday and should have found someone to deal with it. To have our aacounts closed as if have done something wrong weithout warning is both insulting and a pure lack of respect for their customers.

I for one work full time as I suspect many people do, in and around the UK it is therefore impossible to get hold of the SOE customer support even UK as they are only open US times. If We fins ourselves going round in circles trying to resolve what is not our fault I myself will not bother anymore with a game I love to play as it isa not worth the hassle. I seriously think that customer support has let its players down badly.

I hope that someone is able to deal with this asap, I will be reporting this to my bank account also as my money has failed to reach its destination, and therefore is unaccounted for, I am therefore concerned that my bank account maybe in serious threat.

A very unimpressed

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Old 02-09-2009, 11:05 AM   #92
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So as the days tick by, it seems more and more accounts are being closed because of what i assume is an automated system.  The first accounts that were closed were those where payments were taken on the 21st january, and then the next day payments takne on the 22nd(mine included) .. now it appears some accounts are starting to be closed where payments were taken on the 23rd January.  Well !! I'm sorry but by any stretch of the imagination this is a right royal screw up, shame on you sony for letting this happen and double shame on you for letting it drag on and on and on and on and who knows how [Removed for Content] long!

I to have reported a possible abuse of my cc account i hope that causes problems for you !

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Old 02-09-2009, 11:55 AM   #93
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1 thing that hits me is that there most be somekind of emergency alert, like now when lots of accounts being closed and you cant make a new payment etc! And 2nd it looks like they know about what was going on but they just let it go! We even got a res answear here but nothing still happend for over 48 hours for me for ex.

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Old 02-09-2009, 12:10 PM   #94
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This i a JOKE. Now they even closed the chatsupport for maintenance  LOL   But how they nerfed SWG a couple of yaers ago and didn't listen then on thousands players I assume they did not listen to us as well...Maybe after 5 years its time to give my money to a company that cares to the customers that pay them tere salery...

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Old 02-09-2009, 12:10 PM   #95
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This is getting to a point beyond which it makes it really hard for me to keep my politeness towards SOE.

So it's 7am PST, Live Chat (Aka Chat Support) goes live since it's a monday, i file in my request, and i get the error:Thank you for contacting Sony Online Entertainment. Live Chat has been temporarily closed for maintenance.

So you know u have huge billing issues that are making players being unable to play since Saturday, and now when live chat is about to go live to allow for faster resolution of said issues, you "close it for maintenance"? If it's a joke it's not funny, if it's not a joke but it's some other kind of issues, make Web Coders actually code properly and display a correct reason for the inability to use the Live Chat Support, because with this reason being displayed it really looks like if you're making fun of your customers.

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Old 02-09-2009, 12:11 PM   #96
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hahaha, omg seriously WHAT are you DOING SoE ? now when the support finally is suppose to be OPEN ( after a weekends waiting ) i get this message when i try to use the live chat support:

Thank you for contacting SoE, our chat service is currently down atm etc etc etc ...

This is starting to walk on my nerves ............

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Old 02-09-2009, 12:13 PM   #97
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0712 on Mon morn....

"Thank you for contacting Sony Online Entertainment.  Live chat has been temporarily closed for maintenance.  We apologise for the inconvenience."

One can only laugh, lol......

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Old 02-09-2009, 12:14 PM   #98
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how to maintenace there brains

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Old 02-09-2009, 12:27 PM   #99
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This level of support is utter rubbish .. this is the sort of support I would expect from 2-bit software company hosting from bedroom, not a multi-million dollar corporation, raking in millions of dollars in subscriptions.

Highly unimpressive!

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Old 02-09-2009, 12:30 PM   #100
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SOE, stop making fun of your CUSTOMERS, cause you are denying a service that we payed alredy.

Nadna Tree'Hugger, Warden of Fate

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Old 02-09-2009, 12:35 PM   #101
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still no word from tech support except automated email 48 hours ago claiming i would be answered in 24 hours. The least SOE could do is make some sort of announcement/response other than leaving a moderator to apologise. Accountability is key. I'm actually starting to wonder about wrath of the lich king as at least WoW has tech support that works.

I'm willing to bet that WoW account would reactivate with no trouble at all.

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Old 02-09-2009, 12:49 PM   #102
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Far beyond believe ..

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Old 02-09-2009, 12:50 PM   #103
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Isserlis wrote:

still no word from tech support except automated email 48 hours ago claiming i would be answered in 24 hours. The least SOE could do is make some sort of anoouncement/response other than leaving a moderator to apologise. Accountability is key. I'm actually starting to wonder about wrath of the lich king as at least WoW has tech support that works.

I'm willing to bet that WoW account would reactivate with no trouble at all.

Ye i agree with you. Atleast WoW handle the situations like this fast compared to this crap. I stopped playing WoW cause their was lack of end game in WoTLK and started with EQ 2.

But now im starting to ask myseylf if i was stupid going back to a SoE game (after playing EQ (1) from end of 99 to oow) Kinda got a reminder now how rly bad their support is.

Another thing that makes me rly angry is that no GMs is even answering on this thread, sure on the first posts 1 was replying with some "bright head" answers without even have a clue what the problem rly was . Just telling us to go call their support phone that aint working, atleast not for me when i have to call on times when i work, woopie doo. I would probably get the foot if i stand on my work talking english with a game company .. Seriously this annoys me alot ..

Someone could ATLEAST go in here. reply on those posts with toons of frustrating customers and give us some god [Removed for Content] information of what is going on and maybe a ETA when the problem will be SOLVED ... Damnit ..

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Old 02-09-2009, 12:51 PM   #104
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Hello!

I feel whit you all..Sony lets make a efort now and get this going..

Ever..

Soory my bad English not my nativ.

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Old 02-09-2009, 12:59 PM   #105
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I at least want a month of free play and a big exuse. tried mail, phone chat(closed) no one will answer. its like soe disapeared from the surface of this eart. [Removed for Content] bad support.

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Old 02-09-2009, 01:04 PM   #106
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And another one!

Payment taken on 2nd February 2009.

Booted out on Saturday 7th Feb. No live CS of course so mailed my "petition". Received an automated reply saying that SoE would be in touch within 24 hours..............48 hours later, nothing.

I fully accept that problems happen but the complete lack of Customer Service or even any information/communication is just dire.

Sony, why are you SO rude & disrespectful to your customers?

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Old 02-09-2009, 01:07 PM   #107
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ybbot11 wrote:

I at least want a month of free play and a big exuse. tried mail, phone chat(closed) no one will answer. its like soe disapeared from the surface of this eart. [Removed for Content] bad support.

Yep...and they are running away with your money in their pockets...hihihi

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Old 02-09-2009, 01:10 PM   #108
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i was just put into a holding pattern on the soe support phone line for 40 mins, then i gave up. I guess its another day without EQ2.

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Old 02-09-2009, 01:15 PM   #109
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I want some sort of compensation for this muck up this is the worst support i have come across there just isn't any and the worst time to do it on a weekend especially when they were aware of the problems

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Old 02-09-2009, 01:21 PM   #110
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I full agree with you guys they are taking the biscuit and thats being polite ... Yes im having the same problem and its not funny any more (( wasn't funny in the first place I WANT my game back so not fair that my hubby can keep playing and i can't .
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Old 02-09-2009, 01:21 PM   #111
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Just another one here, a returnee was gonna try the game out again. Paid 22/1 closed 7/2.

Have checked with the bank and the money has gone thru.Has contacted the support gotten the 'will contact you within 24 hours'......

Time to press cancel on my other account and go somewhere else again.Just remembered what I disliked about Eq2, the company that runs it.

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Old 02-09-2009, 01:25 PM   #112
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purpleviolet wrote:

I want some sort of compensation for this muck up this is the worst support i have come across there just isn't any and the worst time to do it on a weekend especially when they were aware of the problems

I want some compensation too...1 year of free eq2 + 1 year of payment..from SOE to me

Now being seriously: i believe that what i suspected (and said earlier) happened - they are getting far too many complains and they aren't being able to handle them all...i can't imagine how many players did payed from 21th jan up to today... probably thousands...

let's hope for the best...because the alternative is far too bad to say anything.

AJ

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Old 02-09-2009, 01:28 PM   #113
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The Strangest thing from SOE is there SILENCE......

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Old 02-09-2009, 01:29 PM   #114
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5.30 pm, raid starts in 1 1/2 hours, nothing happenend ...

[Removed for Content], open my account and find out what is wrong with your payment later!

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Old 02-09-2009, 01:30 PM   #115
FelixDomesticus

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It is not Everquest2 only. There seems to be same subscription problem in Vanguard too. And support in there sucks just as much.

I paid my sub in full and all I get is to watch CLOSED in my subscription screen...

More action and less excuses SOE!

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Old 02-09-2009, 01:31 PM   #116
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The worst thing about it is you can't get through to anyone and the live chat is shut for maintenance how rubbish is that i think someone has alot of explaining to do. I am guessing they closed the chat because they knew they were going to be flooded with complaints SMILEY Why does nobody work at the weekend?  especially when they knew anout the issues

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Old 02-09-2009, 01:33 PM   #117
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ive worked in a similiar supportcenter, what we did when its were a bug or anything went wrong... weto opened all accounts and then later made an errorsearch and closed that ones that should be closed.

SOE listen  hello......hello...

nope still SILENCE...

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Old 02-09-2009, 01:35 PM   #118
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The problem entirely SOE fault - it's GlobalCollect fault, hence various games are suffering from this issue... from what someone said earlier, on the 21th january, there was a power outage on US, which seems to have affected GlobalCollect Payment confirmations to all (?) their business partners...since noone noticed it (guessing here), when the automated system from SOE kicked in, those that didn't had the confirmation payments on AS SOE system, got their subscription closed.

AJ

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Old 02-09-2009, 01:35 PM   #119
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my brothers account isnt banned he payed on the 22 january. my account is banned which was payed on the 21st with the same credit card. so i think it affects just some thousand ppl who payed btw 21-22 january. But the worst think isnt the problem itself, its the lack of information. I saw just 1 dev posting and it said we should contact the support, and i wasted like 6-7$ at the holding pattern. I demand some Information on the progress, are they working on it when could it be fixed and so on ...

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Old 02-09-2009, 01:37 PM   #120
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What happened is the global collect we paid the money to did not tell soe that those people had paid for their subs so soe didn't know so they thought the subs had not been paid for therefore closed everyones account so it is global collects fault for not telling sony all those accounts had been paid for what a bunch of idiots

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