Carbine Studios

Hello Mr ***,Thank you for contacting NCSOFT Customer Care through the Revdex.comI have reviewed your support ticket #5384915.So far, we haven't received any response from you since our last response sent on April 5thI understand that you do not wish to create a new emailHowever, we have reasons to believe that it might not be secured and are therefore taking steps to make sure your game account will not be compromised againWe only ask this to protect you.We'd love to help you gain access to your account againPlease create a new support ticket by following the instructions below:- Create a new email accountYou do not need to create a new NC Account -- just another email addressIf you have a smartphone, I recommend using an email service that uses two step authentications.- Submit a new ticket via email using the address [redacted] with the new email account, reference this ticket (# [redacted] ) in the subject line and provide as many details as possible so that we can quickly identify your account and the ongoing issue.Best Wishes, [redacted] NCSOFT Customer Advocate

Terrible support teamWorst I have ever dealt with in fact The entire story is long and terrible, but here are the bullet points: -Spams inbox with automated responses claiming to be their team of space gerbils running on wheels to power the serversCute joke at first, but after OVER A HUNDRED spam automated responses instead of an actual agent, they start to feel -really- unprofessional and annoying -months later no help whatsoeverI had a bug that blocked progress on my character in their gameThey claim these are their top priority to fixThey lie -A month and tickets later I have received zero helpI've had about 50$ worth of resources lost to this bug, if you go by the exchange of what the company sells in game money for -The support staff I did manage to contact, clearly did not even read my commentI received blatantly copy pasted replies, none of which were even close to my problemAt one point I had one of them telling me where to buy festival fabkitsYeah, when I have a craft recipe that is not working, that's exactly what I need Bottom line is carbines support are only there to prevent them from being suedThey don't try at all, they don't help at all, and they are not at all friendlyYou at no point even feel that you've made contact with a person, only the automated replies that shrug you off If you are looking for a polished, enjoyable game, with a good community, fun gameplay, and a good team behind the stupidTHEN LOOK ELSEWHERE BECAUSE THAT IS THE EXACT OPPOSITE OF WILDSTAR OR ANY CARBINE/NCSOFT MADE PRODUCT!

Hello [redacted] ***, Thank you for contacting Carbine Studios Customer Care through the RevDex.comI have reviewed your statement and would like to apologize for any disruption of your gaming experience following the Free-to-Play update While we continue to work hard on fixing the issues affecting our players, I have added days of Signature status to your [redacted] game account to compensate for any inconvenience caused We thank you for your patience.Best Wishes, [redacted] Carbine Studios Customer Advocate

Hello Mr ***, I have asked our team to contact you and work with you to resolve this without changing the email address on the accountPlease understand that without using a new email address, we cannot guarantee that your account will be safe if anyone else has access to the current email account other than youThat being said, it is your choice and we respect it.You can expect to be contacted by our support team shortly.Regards, [redacted] NCSOFT Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have my world of Warcraft account, my final fantasy account, elder scrolls online, as well as all my other games tied to this email I play them daily with zero issues this is the only company I've had any issue with I can name my character I have on wildstar This has been going on for far too long and I have responded every time you have contacted me But after you said change my email I have been ignored I refuse to change anything I will not change anything and I'm more than confident this can be resolved another way My security is not an excuse to hide behind when I have paid money in the past to play a game I can no longer access

Hello Mr ***,
I have asked our team to contact you and work with you to resolve this without changing the email address on the accountPlease understand that without using a new email address, we cannot guarantee that your account will be safe if anyone else has access to the current email account other than youThat being said, it is your choice and we respect itYou can expect to be contacted by our support team shortlyRegards,*** ***NCSOFT Customer Advocate

Hello ** ***,
" line-height: 115%">Thank you
for contacting Carbine Studios Customer Care through the RevDex.comI have reviewed your statement and would like to
apologize for any disruption of your gaming experience following the Free-to-Play
update
While we continue to work hard on fixing the issues affecting our
players, I have added days of Signature status to your *** game account
to compensate for any inconvenience caused
We thank you for your patience.Best
Wishes,*** ***Carbine
Studios Customer Advocate

Hello ** ***,
Thank you
for contacting Carbine Studios Customer Care through the RevDex.comI have reviewed your statement and would like to
apologize for any disruption of your gaming experience following the Free-to-Play
update
While we continue to work hard on
fixing the issues affecting our
players, I have added days of Signature status to your *** game account
to compensate for any inconvenience caused
We thank you for your patience
Best
Wishes,
*** ***
Carbine
Studios Customer Advocate

Hello ** ***,
Thank you
for contacting Carbine Studios Customer Care through the RevDex.comI have reviewed your statement and would like to
apologize for any disruption of your gaming experience following the Free-to-Play
update
While we continue to work hard on
fixing the issues affecting our
players, I have added days of Signature status to your *** game account
to compensate for any inconvenience caused
We thank you for your patience
Best
Wishes,
*** ***
Carbine
Studios Customer Advocate

Hello [redacted],
" line-height: 115%">Thank you
for contacting Carbine Studios Customer Care through the RevDex.comI have reviewed your statement and would like to
apologize for any disruption of your gaming experience following the Free-to-Play
update
While we continue to work hard on fixing the issues affecting our
players, I have added days of Signature status to your [redacted] game account
to compensate for any inconvenience caused
We thank you for your patience.Best
Wishes,[redacted]Carbine
Studios Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Mr [redacted],Thank you for contacting NCSOFT Customer Care through the Revdex.com. I have reviewed your support ticket #5384915.So far, we haven't received any response from you since our last response sent on April 5th. I understand that you do not wish to create a...

new email. However, we have reasons to believe that it might not be secured and are therefore taking steps to make sure your game account will not be compromised again. We only ask this to protect you.We'd love to help you gain access to your account again. Please create a new support ticket by following the instructions below:
- Create a new email account. You do not need to create a new NC Account -- just another email address. If you have a smartphone, I recommend using an email service that uses two step authentications.- Submit a new ticket via email using the address [redacted] with the new email account, reference this ticket (#[redacted]) in the subject line and provide as many details as possible so that we can quickly identify your account and the ongoing issue.
Best Wishes,[redacted]NCSOFT Customer Advocate

Hello Mr [redacted],Thank you for contacting NCSOFT Customer Care through the Revdex.com. I have reviewed your support ticket #5384915.So far, we haven't received any response from you since our last response sent on April 5th. I understand that you do not wish to create a new email. However,...

we have reasons to believe that it might not be secured and are therefore taking steps to make sure your game account will not be compromised again. We only ask this to protect you.We'd love to help you gain access to your account again. Please create a new support ticket by following the instructions below:- Create a new email account. You do not need to create a new NC Account -- just another email address. If you have a smartphone, I recommend using an email service that uses two step authentications.- Submit a new ticket via email using the address [redacted] with the new email account, reference this ticket (#[redacted]) in the subject line and provide as many details as possible so that we can quickly identify your account and the ongoing issue.Best Wishes,[redacted]NCSOFT Customer Advocate

Terrible support team. Worst I have ever dealt with in fact.
The entire story is long and terrible, but here are the bullet points:
-Spams inbox with automated responses claiming to be their team of space gerbils running on wheels to power the servers. Cute joke at first, but after OVER A HUNDRED spam automated responses instead of an actual agent, they start to feel -really- unprofessional and annoying.
-2 months later no help whatsoever. I had a bug that blocked progress on my character in their game. They claim these are their top priority to fix. They lie.
-A month and 5 tickets later I have received zero help. I've had about 50$ worth of resources lost to this bug, if you go by the exchange of what the company sells in game money for.
-The support staff I did manage to contact, clearly did not even read my comment. I received blatantly copy pasted replies, none of which were even close to my problem. At one point I had one of them telling me where to buy festival fabkits... Yeah, when I have a craft recipe that is not working, that's exactly what I need.
Bottom line is carbines support are only there to prevent them from being sued. They don't try at all, they don't help at all, and they are not at all friendly. You at no point even feel that you've made contact with a person, only the automated replies that shrug you off.
If you are looking for a polished, enjoyable game, with a good community, fun gameplay, and a good team behind the stupid.. THEN LOOK ELSEWHERE BECAUSE THAT IS THE EXACT OPPOSITE OF WILDSTAR OR ANY CARBINE/NCSOFT MADE PRODUCT!

Hello Mr [redacted], I have asked our team to contact you and work with you to resolve this without changing the email address on the account. Please understand that without using a new email address, we cannot guarantee that your account will be safe if anyone else has access to the current email account other than you. That being said, it is your choice and we respect it.You can expect to be contacted by our support team shortly.Regards,[redacted]NCSOFT Customer Advocate

Review: I pay $9.99 per month for access to play [redacted]. With a recent change to the game Carbine has made the game unstable and unusable. Carbine has provided inadequate communication as to what their actions have been to resolve the problem. After 5 days of service interruption and thousands of complaints from their other customers I posted to the official forums that a complaint could be filed with the Revdex.com. Employees of Carbine deleted my posts with no explanation. Furthermore, they did not resolve the problems that have been making their game unplayable. My $9.99 is for 30 days of access. Being unable to play for nearly a week due to what ever reason they are having deserves some form of communication at the least. I am not being provided with what they agreed to provide for my payment.Desired Settlement: I would like to see the game restored to a playable state, and to have some form of compensation for the time the game has been unavailable to play. That could be in the form of time credit, [redacted] (in game currency), or in game items / rewards equal to or greater than my time of disrupted service.

Business

Response:

Hello [redacted],

Thank you

for contacting Carbine Studios Customer Care through the RevDex.com. I have reviewed your statement and would like to

apologize for any disruption of your gaming experience following the Free-to-Play

update.

While we continue to work hard on fixing the issues affecting our

players, I have added 30 days of Signature status to your [redacted] game account

to compensate for any inconvenience caused.

We thank you for your patience.

Best

Wishes,

Carbine

Studios Customer Advocate

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased and had been playing the MMO Wildstar. On June 19th, I was banned and my account terminated. This email was sent to me:

Hello,

This message is being sent to notify you that a violation of the WildStar User Agreement and Rules of Conduct has occurred on your account. Due to this violation the following action was placed on the account:

Account: [redacted]

Action: Account Closure

Violation: Use of illegal 3rd party program in conjunction with Wildstar

Please review the User Agreement which states that it is your sole responsibility to safeguard any access to the account, and you are responsible for any use and liabilities related to the account.

User Agreement: http://us.ncsoft.com/en/legal/user-agreements/wildstar-user-agreement.php

Rules of Conduct: http://us.ncsoft.com/en/legal/user-agreements/wildstar-rules-of-conduct.php

Thank you,

Wildstar Customer Support

https://support.wildstar-online.com/home

There is NOTHING I did that was in violation of the user terms because of a third party ban. I have not even used an in game modifier to change the look of my user interface. I put in a support ticket and after being sent this automated response:

Agent Lopp (WildStar Player Support)

Jun 19 01:17

Hello there!

We are currently getting your ticket into the hands of one of our awesome agents, and they will be responding to you shortly with more information.

Because of the huge volume of tickets we’re seeing from everyone playing, wait times might be a little longer than usual. Hang in there! You should get a response from an agent within 24 hours.

In the meantime, feel free to check out our Login Support knowledge base articles located here (you may need to login with your NC Account to view all articles): http://support.wildstar-online.com/categories/20110358-Login-Support

Cheers,

Agent Lopp

WildStar Support Team

I was not answered for 3 and a half WEEKS and this response was sent to me:

[redacted] (WildStar Player Support)

Jul 07 02:55

Hello [redacted],

I have reviewed the details of the past actions on your account. After careful consideration of the information available to us (including your appeal), I am confident in the decision to terminate the account. Please keep in mind that WildStar is a global game with standards of behavior that must be upheld.

You are welcome to submit additional questions, however, we do not want to give you the impression that anything you say or do will reverse or alter the decision to suspend your account.

Regards,

WildStar Support Team

I have already waited 3 and a half weeks for my response back and this response neither gave me an exact description of the event that caused my ban in question nor gave me any resemblance of an adequate answer to my ticketed question. Meanwhile I have a terminated account that I cannot use this entire time.Desired Settlement: I would Like a full refund for my time and anger as a result of this unwarranted ban. I will not be playing this game anymore nor supporting their business due to poor customer service. The frustration I have endured because of the lack of response to my unwarranted ban as well as my frustration with the answers given I feel are reason to get my $48.00 that I originally bought the game at a discounted promotion through the website Greenman Gaming. I cannot play a game I purchased and therefore should get my money back.

Terrible support team. Worst I have ever dealt with in fact.

The entire story is long and terrible, but here are the bullet points:

-Spams inbox with automated responses claiming to be their team of space gerbils running on wheels to power the servers. Cute joke at first, but after OVER A HUNDRED spam automated responses instead of an actual agent, they start to feel -really- unprofessional and annoying.

-2 months later no help whatsoever. I had a bug that blocked progress on my character in their game. They claim these are their top priority to fix. They lie.

-A month and 5 tickets later I have received zero help. I've had about 50$ worth of resources lost to this bug, if you go by the exchange of what the company sells in game money for.

-The support staff I did manage to contact, clearly did not even read my comment. I received blatantly copy pasted replies, none of which were even close to my problem. At one point I had one of them telling me where to buy festival fabkits... Yeah, when I have a craft recipe that is not working, that's exactly what I need.

Bottom line is carbines support are only there to prevent them from being sued. They don't try at all, they don't help at all, and they are not at all friendly. You at no point even feel that you've made contact with a person, only the automated replies that shrug you off.

If you are looking for a polished, enjoyable game, with a good community, fun gameplay, and a good team behind the stupid.. THEN LOOK ELSEWHERE BECAUSE THAT IS THE EXACT OPPOSITE OF WILDSTAR OR ANY CARBINE/NCSOFT MADE PRODUCT!

Review: Carbine Studious have failed to provide PRODUCT SUPPORT despite opening a support ticket (#[redacted]) 5 days ago. I have multiple ticket regarding the same issue but have not received support.Desired Settlement: Provide support by addressing the issue on my account. Refer to support ticket# [redacted]

Review: It has been three and a half days since Carbine Studios has stopped providing their consumers with the service they promised when we purchased the game. The claim they are fixing things, but every time they supposedly fix something they instead make it even worse than it was previously. I have tried to be patient in this regard, but at this point, if they cannot come to a resolution by themselves, maybe they need some outside intervention to get their heads on straight and actually do something useful.Desired Settlement: When or if Carbine Studios actually gets around to providing the service its gamers have paid for, I would be content with a replacement of my subscription time (called signature service within the game). I am currently paying $15 a month for a service I am not getting. A simple few days added onto my current subscription plan would be satisfactory.

Business

Response:

Hello [redacted],

Thank you

for contacting Carbine Studios Customer Care through the RevDex.com. I have reviewed your statement and would like to

apologize for any disruption of your gaming experience following the Free-to-Play

update.

While we continue to work hard on fixing the issues affecting our

players, I have added 30 days of Signature status to your [redacted] game account

to compensate for any inconvenience caused.

We thank you for your patience.

Best

Wishes,

Carbine

Studios Customer Advocate