Is these even customer service?

[omukai]

Hello,

I got a trial account, subscribed, then bought Lord of Time and Stygian Abyss.
Registered Lord of Time just fine.
Stygian Abyss could not be added to my account, neither in game (redeem code), nor in my account management.

So I wrote emails (3 by now), no reply at all.

Then I got a Mythic Char potion today and applied it.
10 minutes after that, Atlantic went down. I had no idea they didn't save for at least 10 minutes, because when I logged in again, my character was gone.

I created a char of the same name, tried to put in the code again, but "code already redeemed".

So, I've been screwed over 2 times already. Wrote emails. Paged a GM. No reaction at all.

I'm seriously trying to wonder if the customer service still exist, if so, if they don't care and if my money is now lost.

Any idea?

 

[Gameboy]

Support Welcome – Ultima Online

Hope this helps.

 

[Elenni]

I have gotten responses from their customer service team, but only for billing/store items or issues like this. All other CS emails reporting bugs or issues have never received responses.

Who are you emailing?

• [email protected]
• email listed here? Support Welcome – Ultima Online
• Contact form listed here? Contact – Ultima Online

Have you double-checked your spam and junk filters in case they responded and it got marked as junk?

I would try these, and make it clear it's a billing/store issue:
Technical and Billing Support

The Customer Support Teams can be reached 24 hours a day, 7 days a week. Players can use this to request assistance with account, billing, technical, or other ingame issues.

• English Support: Email [email protected]
• Japanese Support: Submit an inquiry to Japanese support.

 

[omukai]

I wrote another email there, hope it helps :/
Thanks for your reply.

 

[omukai]

I went through the whole process again:

- wrote an email
- answered with the extended questions to their automatic answer
Currently waiting. Now it's 5 or even 6 emails in and I'm slowly losing faith :/

 

[Elenni]

Honestly I would not expect an "immediate" response. I got mine within 24 hours, I'd say. (I know it says 24x7 support but with email I'm not sure that's quite the case.)

 

[Elenni]

@Kyronix @Mesanna Might be worth reading the thread above, re: general confusion regarding how to contact customer service and what to expect for response times. Thanks!

 

[omukai]

Yea well, days have passed since I wrote my first email and opened the first ticket. Now a new issue came up, too, so I got 2 problems and the first one hasn't been so much as been looked at. That's why I'm getting nervous

 

[Elenni]

Yea well, days have passed since I wrote my first email and opened the first ticket. Now a new issue came up, too, so I got 2 problems and the first one hasn't been so much as been looked at. That's why I'm getting nervous

I'm sorry you're having so much trouble, omukai...again, for billing/code application issues I always have gotten a response, although it took a day. Again, do double-check your spam or junk folders if you haven't already.

 

[omukai]

I spoke with a GM today and he couldn't help me. He told me to send an email to [email protected] but that email came back - addy not found. I then sent one more to [email protected] and now I'm waiting again.

This is quite the undertaking it seems.

 

[Promathia]

Your SA code doesn't work? Are you sure you bought the upgrade and not the new account code?

As for your Mythic Char token, it might be best to email Mesanna directly about that one.

 

[omukai]

I bought the exp packs from the EA store. I wrote her about the mythic token, also told the GM and sent emails about it to Broadsword. I told basically everyone everything and all I can do now is wait. Still nothing though, but I'll give em a week.

 

[Promathia]

I bought the exp packs from the EA store. I wrote her about the mythic token, also told the GM and sent emails about it to Broadsword. I told basically everyone everything and all I can do now is wait. Still nothing though, but I'll give em a week.

Did you pay $19.99 for SA or did you pay $29.99?

I only keep asking because I know people who have made this mistake.

 

[Donzer]

Did you pay $19.99 for SA or did you pay $29.99?

I only keep asking because I know people who have made this mistake.

I made that specific mistake when I wanted that expansion - did get a full refund when I found out though, within a day or so.

 

[omukai]

You're right, that's a new account!
What can I do to fix that?
I don't need a new account.

Edit: I feel so stupid now >.<

 

[Promathia]

I *think* youll have to go through Origin support to get a refund.

https://help.ea.com/en/contact-us/new/?product=origin

Select PC -> Topic Orders -> Issue Request Refund -> Type in what your issue was (You bought the wrong code)


Honestly, I have never had to do it before.

 

[omukai]

Oh man. I'm living in Japan and bought this from the JP origin store. I'll see that I somehow contact the customer service and try to resolve it.
I already thought that Stygian Abyss being more expensive despite being old was a bit strange.

Edit: I'm chatting with a support member right now on the EA site. I hope they get this fixed, that would leave me with only the token problem and I can maybe work this out with Broadsword.

 

[omukai]

So, EA can't help me with these problems, they told me to contact the UO customer support - which I did.
The support member tried their best, but it can't be helped, they can't fix either issue on their end.

Let's hope the UO support comes for the rescue soon!

 

[OldUO]

So, EA can't help me with these problems, they told me to contact the UO customer support - which I did.
The support member tried their best, but it can't be helped, they can't fix either issue on their end.

Let's hope the UO support comes for the rescue soon!

I had similar issues when i came back to UO, bought wrong expansions or unneeded expansions. In the end I was told it was my problem and I did not get any refunds and gave away my SA code. The US dev team does not cater to foreign players / non English players (like myself) and the Origin store is fairly ambiguous with whom responsibility it is when things go wrong (Ea or Broadsword)

If EA or Broadsword has a quality assurance team or does any type of internal auditing you would think with fixing bugs and making players happy would be #1.

 

[MalagAste]

I'm sorry to hear you are having so many problems. I wish they could make it more clear that the one is a NEW account totally and the other is the UPGRADE/EXPANSION for current accounts. I'm so not sure how to do that but it seems this problem happens quite often and they ought to by now have some idea or plan in place for when it does.

I do hope you get things resolved soon. If not you can always write to @Mesanna and she does a wonderful job of helping people. Though I hardly think that the Producer should have to be the customer support service... but what can you do?

 

[Promathia]

I'm sorry to hear you are having so many problems. I wish they could make it more clear that the one is a NEW account totally and the other is the UPGRADE/EXPANSION for current accounts.

To be fair it DOES say this right at the top: "This is for new ULTIMA ONLINE™ accounts only. This cannot be applied to existing or trial accounts."

 

[Max Blackoak]

To be fair it DOES say this right at the top: "This is for new ULTIMA ONLINE™ accounts only. This cannot be applied to existing or trial accounts."

well it does say that on the English Origin site. The German site has left that particular part out for example (or had until about 1 year ago). Don't know about other languages. so back then I also bought the wrong Stygian Abyss code and couldn't apply it to my account. Contacted EA - they tried to help and actually created a new account under my current master account. Then I told them that was not what I wanted and they said there was nothing more they could do about it. Then I emailed Mesanna and told her about the whole situation. I had to give her some more info and she fixed the whole thing within a couple of days. She deactivated the newly created account and activated the other one and put Stygian Abyss on it. Hopefully she'll be able to help you as well

 

[omukai]

Thank you all.
For now, I did what I could. Time will tell.

 

[Lady Storm]

Omukai
I am sorry you didn't understand the difference and are having so much trouble. If you E-Mail [email protected] Please put in the subject line of the address what this message is about. It is very easy for an e-mail to get lost if it is unclear what the subject is about. Mesanna gets thousands of e mails a day.. If I was you I would put: Account Issues - code mis-purchase/application.
Also do give our fearless leader time to look into your trouble... she is under all that snow back east.... and it might take a few days to clear up.
Cheer up sweety, you got good advise here from the Stratic's crew.

 

[MalagAste]

To be fair it DOES say this right at the top: "This is for new ULTIMA ONLINE™ accounts only. This cannot be applied to existing or trial accounts."

You would think but I know dozens of folk who lack reading comprehension and as some have pointed out on other sites worldwide it is NOT so clear. I wish we could have some consistency between them some folk still can't even buy the Kings Collection.

 

[omukai]

Got an email from [email protected] that confirms the wrong article issue (wrong pack: the one for a new account, not the expansion). I forwarded them my receipt email now in the hope they can just convert it to the expansion.

It seems my other problem, however, has to be done separately.

The lost character due to world save wouldn't be tragic if I didn't have a used Mythic Character Potion.
Now the character is lost, and with it the code for the token.
I will try to email [email protected] again and get her help, even though I feel a bit bad about making her escalate this, given it's not even her job to do GM pages :/ But it can't be helped.

 

[omukai]

It's been 10 days now. I talked with a GM 3 times and sent countless emails to Mesanna, Broadsword and the UO support. The last I've been told was "we elevated the issue to our specialist, please be patient", on 27th. I started to send out emails again yesterday and sent one today, too.

I can't help it but think that the support might need some help. Instead of just making my code unusable and attaching SA and the free month to my existing account, which could be done in a few minutes, the whole story seems to have been put on ice.

Instead of just letting a GM /set 5 skills of my choice to 90, the issue got delayed what seems indefinitely.

Maybe I should just call my bank and get my money back, then buy again?

I'm really frustrated and the horrible lack of communication makes it even worse

The GM i spoke with was a really nice guy and I'd feel bad for him if I paged again, but I just don't know what else to do to accelerate this. I can't wear 90% of my gear because it's SA and I can't create my full bard template, because powergaming for bard skills takes more than I'm willing to do right now, which is why I bought that potion. It's a hopeless situation :/

 

[MalagAste]

Calling your bank and getting the refund will result in the account getting banned. They (EA) consider this fraud and such.... trust me from someone that reads these forums on a regular basis I have heard this on more than one occasion. Best to let Mesanna fix this than to risk the account.

 

[omukai]

Oh man
I intended to let her solve it, but there has not even a message since they told me to "be patient". I may have been forgotten.

 

[petemage]

Oh man
I intended to let her solve it, but there has not even a message since they told me to "be patient". I may have been forgotten.

Yea I guess she will take care of you right after she put that monthly newsletter together and got UO on steam It's not only you. For everything she announces the playerbase has to follow up a ton of times until she finally gets it done (if ever). Like the customers have to be her supervisor. Pretty ridiculous, but you cant do much about it.

On the other hand she loves catering to those players who tell her how great she is (some of them might honestly think this lol). So maybe call her "dark lady" and tell her how you love the work she does. Tell her you love her EM program and that you want to have a rare dyed as well. Then you might get an ingame response in no time.

Best producer ever™

 

[FrejaSP]

It seem to be very bad luck, that you was using the code for the Mythic Char token right after the game stopped saving but seem like the login server remembered the use of the code as it do not go down at same time as the shards.
I hope you get it solved

 

[GarthGrey]

Gosh, I just can't figure out why new people aren't flocking to this game yet