Missing EMP, Support closed ticket.

CyrusValliere · April 2018

I'm a little upset right now. I submitted a support ticket about missing EMP 10 days ago. Well they got back to me a week ago for more information, great, I happily obliged. Then 2 days ago they said they opened the ticket and would get back to me "asap". They didn't, instead I wake up to my ticket being marked as resolved, no emp. So I reopened it...will I need to wait another 10 days?

Honestly this could be seen as a rant, I've been patient but I'm getting a little tilted. Do I contact Sony support instead?

Since so far it's been a lot of running in circles for a EMP issue...didn't have this problem with my quest bug, which did take a bit but was resolved.

Zalm · April 2018

If its bad enough, contact sony, get a refund. They lose monry, and then sony is invloved. Things might get fixed sooner if they start getting charge backs,

Sephlezar · April 2018

You do realize sony is only in charge of their store, what is posted there and getting the money from that store. If you contact them and say "I didn't get my digital purchase in game" their first response will be to contact the developer and in some cases they may say they can't do much because it is in the developers hands. They are not going to refund every situation like this every time especially if it is an older purchase, just throwing that out there.

counterpoint · April 2018

Hopefully when you re-open it it goes back to the person who closed it quickly and doesn't re-enter the queue. I'd also look over the case history to make sure you replied to each reply they sent you (but now that you reactivated, it probably serves as the same thing). I know their system will auto-close cases if a reply isn't received within <x> days of a request, but it sounds like in this case you did reply.

Anyway, I hope they can resolve it ASAP. I know they mentioned in another thread that they were trying to resolve all escalated cases within the next few days.

CassandraTR · April 2018

If it's been over a week and a half I would start @Araya and @CobaltDragon .

Louvel · April 2018

CassandraTR wrote: »

If it's been over a week and a half I would start @Araya and @CobaltDragon .

A week and a half?

I'm almost at 3 weeks.

Serba · April 2018

wow 3 weeks ??

MY3RJLETWP · April 2018

I just don't understand how real money related issues aren't top priority especially for a F2P game. I also don't understand why this is so hard on their end. Like. If more and more people aren't getting their EMP, aren't people going to talk about it and lead to bad press and bad business reviews? We all obviously have been jipped, that's why people keep posting about not receiving their EMP. This is not something you can just sweep under the rug and close tickets like nothing happened.

I don't know about you guys but I expect a certain amount of guarantee when purchasing goods through the PSN store and I spent money I shouldn't have because I'm broke right now so money is a very serious issue to me. Everytime I finally get an answer, I have to wait again and get it escalated to answer the same questions and OP's story isn't making me feel any better about getting my EMP.

Some of us probably could have taken advantage of the recent inflation and maybe sold a costume for some gold. People don't buy game currency for next month. They buy it when they have something they want at that moment. Even if we do get our EMP it won't be the same as getting it when we wanted it because opportunities might have passed or we might not need it anymore or we might not even be playing this game anymore after waiting forever. Sorry for the wall but this is ridic and I need to vent.

counterpoint · April 2018

MY3RJLETWP wrote: »

I just don't understand how real money related issues aren't top priority especially for a F2P game. I also don't understand why this is so hard on their end. Like. If more and more people aren't getting their EMP, aren't people going to talk about it and lead to bad press and bad business reviews? We all obviously have been jipped, that's why people keep posting about not receiving their EMP.

I agree that it needs to be a top priority, and the handling of these tickets hasn't been smooth. Obviously they weren't prepared for a problem like this existing, and the integration with their internal systems and the console billing systems isn't as tight as it should be. The problem with this issue is that the negative attention far outweighs the percentage affected. Let's say 99 people buy EMP and it works just fine, but 1 person fails. Guaranteed that 1 person is going to be really mad (and for good reason) and try to seek out any way to get it fixed. Multiply that by thousands of overall players... and yeah.

MY3RJLETWP · April 2018

Well has ANYONE gotten their missing EMP back? This is mind-boggling if they're just not going to give anyone their EMP they paid for.

L6KFAMXGX7 · April 2018

MY3RJLETWP wrote: »

Well has ANYONE gotten their missing EMP back? This is mind-boggling if they're just not going to give anyone their EMP they paid for.

I have not. And I've sent information in repeatedly as it's been requested. The last contact was with Cobaltdragon himself so here's hoping....

Abednego · April 2018

I'm really sorry to hear about the issues you guys are still having with this. It seems like it's only those on PS4 too, so I really don't understand what problem they're having. I've purchased EMP twice on Xbox and received it instantly. I think I've seen a couple other players on Xbox have trouble but not l ike PS4.

I hope it gets resolved soon for you guys and they fix whatever is causing it.

MY3RJLETWP · April 2018

Bumping because I feel some people are trying to bury anything about missing EMP and turn the attention to new fun events.

Sythk · April 2018

Also missing EMP.

It's a serious issue, my ticket was answered asking for a picture that I had already included with the original ticket. However it was late so the issue remained open. Today I received a "thank you for being patient", acknowledgement of the receipt & I still have not received my EMP.

That's my story, however, judging by the forums it's not a rare occurrence by any means. I know I won't be spending another dime after this customer experience. I'm sure I'm not alone, so, what's that say about the money I have spent on an inevitability doomed game due to horrible support & a lack of effort dealing with other peoples hard EARNED money.

MY3RJLETWP · April 2018

Sythk wrote: »

Also missing EMP.

It's a serious issue, my ticket was answered asking for a picture that I had already included with the original ticket. However it was late so the issue remained open. Today I received a "thank you for being patient", acknowledgement of the receipt & I still have not received my EMP.

That's my story, however, judging by the forums it's not a rare occurrence by any means. I know I won't be spending another dime after this customer experience. I'm sure I'm not alone, so, what's that say about the money I have spent on an inevitability doomed game due to horrible support & a lack of effort dealing with other peoples hard EARNED money.

Well, you're ahead of me at least. I have not gotten a thank you for being patient message. I got an escalated ticket message yesterday which i answered with all the information I already gave just in case but haven't heard back since.

I mean being a trophy hunter, I'm completely ignoring the trophy bugs because not receiving things you paid for is more serious. I don't think they understand the amount of patience it takes to ignore trophy bugs as a trophy hunter. I've been patient. I want my EMP.

Sythk · April 2018

It would seem after replying to a ticket they throw it to the back of the line again. So don't get your hopes up if you do.

Missing EMP, Support closed ticket.

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