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Ripped off!
I bought some armour for my High Elf Archer on the Tempest reach server on Sunday. It just hasn`t arrived despite me sending in a ticket to the support team. I had one reply asking me which server, the name of the armour, the character name and where I bought it (Erm......from the store) I replied giving all the relevant information and then nothing....they haven`t bothered replying. I had the same exact problem last time I used the store to buy something.....why does it have to be so difficult?? I would think very carefully about spending money on this game folks.....I would hate anyone else to receive the poor treatment I`ve had. I would like my money back now.
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I think the point that likely confused them is because you don't buy anything in this game "for your character" -- it's just on the account itself, goes into Item Claim, and then you have to claim it from there. That's probably why they weren't sure whether you meant the broker, the cash shop, or something else. They likely also wanted to confirm whether you bought it from the website or the in-game store... because they get a non-trivial amount of people who have accounts on EU and buy items on the NA cash shop and wonder why they don't get it... (There's also the Steam page that sells some DLC too.)
In any case, the turnaround time for tickets is usually between 24-48 hours (after each reply you send), but this is a weird week because the July 4th holiday is right in the middle. So I expect your next reply will be Thursday or Friday.
If indeed nothing came through on Item Claim despite making a purchase, my guess is that something is wrong with the configuration of your account. (Perhaps you have two TERA sub-accounts on the same EME account for some strange reason?) In any case, 99.9% of the time this process is instant, but I understand why you're frustrated. Hope they fix it soon.
Normally things turn up instantly in this game too, so my only guess is that there is something messed up about your account. Do you by chance have multiple accounts (e.g. a main account you log into on the website/forum, and one or more game accounts)?
In any case, I hope they give you what you paid for and also fix whatever's wrong so this won't happen anymore.
Edit: The one other thing I'd check... did you actually get a purchase confirmation email? Sometimes a purchase doesn't go through due to an error, but it puts a hold on the card anyway that ends up clearing after a few days. I'm not saying that's what happened here... but it's a common issue I've seen. I'd at least check to make sure, anyway.
I just had a reply....
`Greetings,
Sorry for the wait!
The agent you were working with did not get a reply. Updating the ticket update email doesn’t update the ticket.
It goes to an email that doesn’t get checked often, and ticket responses sometimes get lost there.
We want to make sure you get assistance on your issue.
If you have not already, you will need to update your ticket at enmasse.com.
In order to update your support ticket, please log in at
http://support.enmasse.com/tickets/status.
Updating your ticket through the support site will allow the GM you are working with to see your update and offer further assistance.
Have a great day!`
Regards,
En Masse Entertainment Team
....don`t really know what to say, p***ed off quite honestly.
Respectfully, I would just go to the website and send the info. I'm pretty sure that the beginning of all support ticket emails has the instruction to go to the website if you need to update the ticket. If you reply by email it just goes to a generic contact address and not back into the ticket system. Yeah, maybe EME could switch to a different ticketing system that doesn't work that way, but the support agents can't do anything about that.
I really hope they get the issue fixed for you soon.
Huh? are you one of those keyboard warriors?