Neverwinter/Arc non customer support

elad 13 · May 27, 2015

Arc non customer service/support

ok i know it is not that big of deal, but i purchased a Heirloom pack for xbox one and some of the items listed were not in the pack. I sent a ticket in 11 days ago and the only response was "we are aware there is an issue and are working to resolve
it". Now i might be old school thinking that the consumer should not be the one forced to wait for the supplier to figure out the issue and that some type of apologetic step should be made for the consumer.

Below is the last live chat i had with Arc, i just want to show this so that anyone else that spends real money in the game and IF something goes wrong what to expect. Total in all, to buy the missing items would cost $14 real cash. So user beware, if you do
spend money and something goes wrong do not expect sympathy or a quick response to your issues.

Zendiel (Listening)

Zendiel: Hi there! I'm Game Master Zendiel and I'm reviewing your ticket information right now. How are you doing today?

dale13: good and you?

Zendiel: I'm glad to hear that you doing well today. I'm feeling the same way. Thank you for asking.

Zendiel: I see that you're having some trouble with your account. May I know what happened?

dale13: sure 11 days ago i purchased an in game item and did not receive part of the offer

dale13: almost 2 weeks

Zendiel: Oh, it seems that you still don't have the Greater Bag of Holding from the pack that you have purchased. No worries as upon checking the ticket that you previously sent us, it seems that it is under investigation.

dale13: correct

dale13: however the excuse that its a problem is not solving my issues

dale13: had the item said "may take up to 2 weeks to receive items i never would have bought it

Zendiel: I sincerely apologize for the inconvenience that this caused you. No worries as I will be updating that ticket for you.

Zendiel: Unfortunately, I cannot provide you with a specific timeframe of the resolution as this issue is currently being handled by a different department.

dale13: i just want the items i paid for or my Zen back

dale13: to me it there is no reason to make the consumer wait for a problem on your end, that is not how things are supposed to work, is it an issue? I am sure it is, but should the consumer have to be punished for it?

Zendiel: Yes, I understand that you want to have the items that you purchased. I sincerely apologize for the inconvenience as this issue is currently being handled by a different department.

Zendiel: Let me assure you that they are doing their best to resolve this.

dale13: again that is not really my concern, my concern is it is now day 11 and i have not gotten anything as much as a "sorry we are still working on it". Also I don't care about what department it is in...it is the SAME company that you are working for now,
there has to be someone there with enough athority to make a decision and take correct actions

Zendiel: Unfortunately, I cannot provide you the items from the pack that you have purchased. However, for this concern, I will be updating the ticket that you previously sent us, would that be okay?

dale13: just update my in game Zen to reflect the missing item

dale13: very similiar issues were resolved with in a few days, where Zen spent was reissues to those that bought the item

dale13: so if you cannot give the item, then just credit back the zen it cot to buy a new one, which is 1000 zen

dale13: cost*

dale13: it really cannot be that hard to do something that is done all the time, I see no reason i should have to wait so long for some type of customer service on a game that i have spent about $80 on

dale13: there has to be someone there with enough authority to say "hey he is right he should not have to wait for us to figure this out, lets give him a credit or another item and say sorry"

Zendiel: I understand your frustration regarding this issue. For this situation, I will be creating a ticket that would be escalated to the next tier for further investigation. Would that be okay?

dale13: well no, i want some type of tangible response today, so you escalate the ticket, that still does not answer the customer service issue, and what i am supposed to just stand around and wait for something magical to happen?

dale13: question, you go into a store and buy a coke...you open the can and it is 1/2 empty

dale13: when you go back into the store, do you care if Coca cola had a bottleing malfunction?

Zendiel: Unfortunately, I cannot provide you the item from the pack that you purchased as this issue is currently being handled by a different department.

dale13: would you then say ok, thanks for telling me?

dale13: ok then tell me What company that department is in

dale13: who do i need to talk to, to explain correct customer service?

dale13: please send me the contact information for the company responsible for neverwinter for Xbox one

Zendiel: I will be updating the ticket that you previously sent. Unfortunately, I cannot provide you with the item as this is currently being investigated.

dale13: ok so basically you are saying there is nothing you can do...ok i get that....please send me the contact information for who can actually do something

Zendiel: We are sad to say that we do not have a direct line for customer service. You can only contact us through our ticketing system.

dale13: ok no problem I am sure social media will have a bunch of fun reading how you guys can't actually do anything to help your customers

Zendiel: I am sad to hear that you felt that way. I can only suggest that you wait for a response from the ticket that you previously sent as this has been forwarded to the appropriate department for further investigation.

dale13: i know it is not you per say, but you need to tell someone that to actually be a support for a product someone has to be able to make decisions and judgements

Zendiel: Is there anything else I can help you with today?

dale13: no i guess i will just have to use other means

dale13: thankyou
Click to expand...

:)

PUB OminousFlea · May 27, 2015

Neverwinter/Cryptic arc

No luck you can talk about it with the community but can't contact them because we are outside the region and they don't even have a contact number for Australia lol so the only way is to phone America which I can't do thank you again for your help I guess
I will move on with lesson learnt I will message some of my friends in America to see if they can help me being the big dispute is going on over there with them & Microsoft being a world wide game there would be thousands in the same situation

ChrisCalvin71 · May 27, 2015

Neverwinter/Cryptic arc

Thank you for explaining the situation. Have you contacted customer support? We don't have access to that kind of information as we are volunteers. I know this is a US link and phone number for customer support but
maybe they can help.

https://support.microsoft.com/en-us/help/28808/microsoft-store-contact-support

1-877-696-7786

Stiehl9s · Jun 16, 2015

Wow, have you gotten your Bag or Zen back yet?

Mimbo McJimbo · Jun 26, 2015

I have no idea how much they're making on this game selling Zen on the Xbox One, nor do I care. Seems if ARC is not helping you on what you bought, you should report this to Xbox/Microsoft about ARC.

K1LL3RV1RU5XP · Aug 4, 2015

Yea thats def true, i also contact the support and tell them exactly where's my problem and they say: "Pls describe your problem a little bit more exactly". So where is the fking problem i dont get my AD back from the AD->ZEN excange acc. how can i describe
it more exactly, i tell them where i transfered it with which ID and so on ... but yea its a "free game" so i think your zen is gone i buyed 10.600 today but now it says there's an update and i can't update for any reason xD (all ms-services are online)...
we will see.

But keep this thread up, as customer how purchased articles it is effrontery!

Knucklez · Aug 30, 2015

xbox will only tell you that the game developer has to fix it,we pay a subscription to xbox to even play these games but when arc wont fix know bugs,fix servers that have been complete unplayable for 3 days or in your case get the items you pay for they
blow it off.

xbox need to make these companies accountable for your lack of support since we have to pay a fee just to use xbox live or we all stop paying for xbox live and take our business somewhere else

xr1st1anos · Oct 8, 2015

I have issues with Neverwinter as well. Their customer service is fairly poor.

One more fairly big issue that has come to attention is that how are they managing to sell items (ZEN) in Australia when they have not been classified by the Australian Classification Board? I have spoken to the ACB and it seems the game has only been classified
for PC and not XBOX1.

Why did XBOX1 allow the ZEN app to be active in Australia?

Skanker irl · Oct 10, 2015

I too have experienced poor customer support.

GunslingerK · Feb 10, 2016

I think I have went to them 5 times with valid problems and nothing. Glad nothing really wrong goes on cause you are ***!

II Dyu II · Nov 1, 2018

they suspend my account and don't even send me an e-mail.

I open a ticket and they said i bought AD from a third part!

????? what ?????

And after a send my billing historic they said, the ad came from a ad seller.

This means that: i put something to sell on Trade house, and this guy bought and this is my fault

hahahahahahaha this guys are a joke!

II Dyu II

they suspend my account and don't even send me an e-mail.

I open a ticket and they said i bought AD from a third part!

????? what ?????

And after a send my billing historic they said, the ad came from a ad seller.

This means that: i put something to sell on Trade house, and this guy bought and this is my fault

hahahahahahaha this guys are a joke!

GunslingerK

I think I have went to them 5 times with valid problems and nothing. Glad nothing really wrong goes on cause you are ***!

K1LL3RV1RU5XP

Yea thats def true, i also contact the support and tell them exactly where's my problem and they say: "Pls describe your problem a little bit more exactly". So where is the fking problem i dont get my AD back from the AD->ZEN excange acc. how can i describe
it more exactly, i tell them where i transfered it with which ID and so on ... but yea its a "free game" so i think your zen is gone i buyed 10.600 today but now it says there's an update and i can't update for any reason xD (all ms-services are online)...
we will see.

But keep this thread up, as customer how purchased articles it is effrontery!

Mimbo McJimbo

I have no idea how much they're making on this game selling Zen on the Xbox One, nor do I care. Seems if ARC is not helping you on what you bought, you should report this to Xbox/Microsoft about ARC.

xr1st1anos

I have issues with Neverwinter as well. Their customer service is fairly poor.

One more fairly big issue that has come to attention is that how are they managing to sell items (ZEN) in Australia when they have not been classified by the Australian Classification Board? I have spoken to the ACB and it seems the game has only been classified
for PC and not XBOX1.

Why did XBOX1 allow the ZEN app to be active in Australia?

Neverwinter/Arc non customer support