Dear Fans & Customers,
Due to the sensitive nature of this community’s concerns, we have decided to provide some clarity on policies and procedures to spread awareness to the community about what our Customer Support team can assist you with (and things we might not be able to).
We’d like to preface this by saying that, like in most businesses, while we would very much like to help our end-users with all of their concerns, we also request that all customers come into the service with a level-head as it is difficult to assist someone who is not calm. Maintaining a level head, focusing on the difficulties you are experiencing, and how our team can help you to resolve them helps us to ensure a speedy resolution to any difficulties you may experience. “Yelling”, swearing, and being derogative towards our staff does not help anyone to resolve any difficulty and may result in our staff exercising our right to refuse service in extreme cases.
Our world-wide support team is here to help you primarily with issues that go against the intended design of our titles. If we determine that the feature you’re having an issue with is working as intended, we cannot do anything to circumvent it.
*Please keep in mind that we respond to tickets from Monday to Friday. We are closed on weekends and United States Federal Holidays.
That being said, let’s go over what constitutes our regular customer requests/inquiries:
If you are unable to start the game or are experiencing consistent problems with the game (various issues such as crashes, network connection, account/profile log=in issues, etc.) we can take a look at the problem for you. However, please keep in mind that without detailed information regarding your inquiry, we will have difficulties providing you with any assistance to resolve the problem.
Detailed information that we recommend be provided to us:
- Event Logs for Game Crashes
- A detailed description of what happened, how, and when/where the problem occurred.
- Screenshots or links to video of the issue happening, if possible.
Keep in mind that if your issue isn’t a trending problem (being experienced by multiple end-users), we will consider it to be an isolated issue with your system/setup. This means that we will look at the issue as occurring only to you. With that in mind, we have to consider the various factors that may be causing you to see this error. This could involve extensive troubleshooting and may be difficult for us to diagnose as each PC is different (due to internal hardware configurations and devices).
If the issue is a legitimate bug that hasn’t already been reported, we will need to verify its existence through provided steps.
Our overall goal is to help customers with issues that go against the intended design of the game. This means that if the game is operating the way the developers have designed it, we cannot do anything to circumvent that design. A good example of such requests include Orb Contents and Mystery Crates. These chance-based items are designed to give random outcomes. We cannot reverse the results of these items.
If you want to express suggestions or feedback to get these designs changed, you are always welcome to post your feedback on our forums.
Bug-related Assistance and Investigation
We work to investigate bugs by collecting information from all possible sources. Keep in mind that a bug needs significant documentation to be logged in our database. We need this documentation to verify the bug’s existence. If you are reporting a bug, please make sure to have all possible relevant information to provide to our support staff. Otherwise, there will be nothing we can do to help provide suggestions/workarounds or escalate an issue internally in these situations.
Documentation that can help make a case for a reported bug:
- Character names
- List of Items lost
- Detailed steps to replicate/verify the bug
Please keep in mind that a large amount of tickets sent into our service end up being diagnosed as an end-user simply misunderstanding how the game works. As such, please consider checking any posted FAQs or checking the game’s forums before sending in a ticket.
If the issue is a legitimate bug that hasn’t already been reported, our QA team we will need to verify its existence through provided steps.
In situations where a payment didn’t go through or a purchase went wrong, we can escalate your issue internally to the proper channels to help resolve it. Please keep in mind that our Customer Support staff is only a liaison in these situations as we do not have any direct control over billing matters.
Please make sure to include any documentation from your end regarding your billing-related issue, such as:
- Screenshots of bank statements or Payment Wall history.
- Time and Date of Purchases
- Method of Purchase
- Location of Purchase (In-game, Website, etc.)
- Details of Error (screenshots help)
Without documentation we might be unable to assist you if proof of purchase is required.
We can provide end-users with the basics of our games if you’re just getting started (and some information has already been posted as FAQ’s for the title). While our support staff does have standard knowledge of the game, we do not provide tips on game balance or have any information on what features will be released in the future.
Reportable Behavior Assistance
Due to privacy policies, we cannot provide information regarding any disciplinary actions that may or may not be taken against another user’s account. As such, our support staff will provide a response to let you know your ticket has been received and close your ticket. Rest assured, we do take every report into consideration and take action when deemed necessary.
If action has been taken against your account, we can determine why, and verify that the proper steps have been taken in accordance with our policies.