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Processing Payment Issue

AnneDromedaAnneDromeda
edited June 2018 in TERA PC - General Discussion
So I send a support ticket in to let them know that redeeming a cash card for EMP is not working, and that it is stuck on the last process, processing the payment and that it will not load. they Answer with this.." In order to assist you, we ask if you can provide some screenshots or video of the issues ". I mean really? If support doesn't know what a processing circle is like windows when it is loading up I think they have bigger problems than someones card not loading. So in other words, we will not help you at this time. Thats alot easier than and more intelligent than to say you do not know what a processing circle looks like. FFS

Comments

  • counterpointcounterpoint mod
    I don't know what you told them on your ticket, but I think it's just a case of the low-tier support agent having to forward this to another department and wants to provide the clearest instruction possible about what you're talking about. EME works with a lot of different payment processors through a lot of different systems, so the processing circle could actually be in a lot of different places. Maybe you did already explain all this clearly in your ticket; I don't know. But, honestly, I'd just send them the screenshot.
  • AnneDromedaAnneDromeda ✭
    ok, same as my ticket, stuck on the LAST process, doesnt get any better of an explanation than that. I'm not worried @ it, it wouldnt take my $ no big deal, but to have someone responding to a support ticket with no knowledge of what a windows processing symbol is , is very disturbing.
  • counterpointcounterpoint mod
    AnneDromeda wrote: »
    to have someone responding to a support ticket with no knowledge of what a windows processing symbol is , is very disturbing.

    It's not the look of the Windows processing icon that they're wondering about, it's the context for where you see it (e.g. what payment provider you're using, what browser you're using, the relation to off-site integrations, etc.). Just sending them a picture of what the loading icon looks like won't help.
  • PeraaPeraa ✭
    counterpoint wrote: »
    AnneDromeda wrote: »
    to have someone responding to a support ticket with no knowledge of what a windows processing symbol is , is very disturbing.

    It's not the look of the Windows processing icon that they're wondering about, it's the context for where you see it (e.g. what payment provider you're using, what browser you're using, the relation to off-site integrations, etc.). Just sending them a picture of what the loading icon looks like won't help.

    That is correct, they will also be able to see if there are any other error codes or details you are not describing. I'm not saying you are not detailing the issue in full but some times people forget to include some details in their support tickets. Happens with a lot of support tickets not just eme tickets, they will not have a quick fix/solution when you just say its not processing, they will first have to replicate the issue and then find a solution.
  • AnneDromedaAnneDromeda ✭
    ok ..That is understandable..but really is no big deal if it's not working correctly thats on them..They just dont get the money. But I can provide them that info if they had only asked what they were looking for. Some people do not know how to screen shot nor have the ability to make a video. So asking the right questions would have helped. but ty all for all your help I see the picture clearer here now.
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