Support problems...grumble grumble
Mon Oct 04, 2004 10:41 am
Well, I've just emailed mailto:support@neopets.com yet ANOTHER time, trying to get my lab ray back from the huge, huge glitch that raised prices by about 500% since then. Here's my lovely story:
Lost the lab ray in Janurary 2004. Contacted Neopets support.
No reply. Resent bug report (February)
No reply. Resent bug report (March)
No reply. Resent bug report (April)
No reply. Resent bug report (May x2) <----starting to get annoyed
No reply. Resent bug report (June x2)
No reply. Resent bug report (July x4) <----Getting quite annoyed
Sent normal support question (early July)
Got reply on the 2nd of August from Carmen, stating she'd look into it.
Emailed Carmen directly, asking her what was happening (August)
No reply. Emailed her again. (early September)
No reply. Emailed William (September)
No reply. Emailed Bryan (September)
No reply.
Submitted a normal support letter through the form (today).
I don't know how much of me is really expecting a reply... from the email I got from Carmen, at least she believes I lost the lab ray through the glitch, which is kind of hard to ignore since my pet page clearly states that Ktulu has been going to the lab every day and hasn't been edited since way before I started sending reports...
Has anyone else got a lovely tale of being completely ignored because they aren't an elite player that they'd like to share?
Lost the lab ray in Janurary 2004. Contacted Neopets support.
No reply. Resent bug report (February)
No reply. Resent bug report (March)
No reply. Resent bug report (April)
No reply. Resent bug report (May x2) <----starting to get annoyed
No reply. Resent bug report (June x2)
No reply. Resent bug report (July x4) <----Getting quite annoyed
Sent normal support question (early July)
Got reply on the 2nd of August from Carmen, stating she'd look into it.
Emailed Carmen directly, asking her what was happening (August)
No reply. Emailed her again. (early September)
No reply. Emailed William (September)
No reply. Emailed Bryan (September)
No reply.
Submitted a normal support letter through the form (today).
I don't know how much of me is really expecting a reply... from the email I got from Carmen, at least she believes I lost the lab ray through the glitch, which is kind of hard to ignore since my pet page clearly states that Ktulu has been going to the lab every day and hasn't been edited since way before I started sending reports...
Has anyone else got a lovely tale of being completely ignored because they aren't an elite player that they'd like to share?
Mon Oct 04, 2004 10:56 am
TNT is infamous for not restoring items/nps lost through glitches. I think it would be rather hard for you to get back your lab ray, especially after such a long time. 
Mon Oct 04, 2004 11:04 am
well, lets see, after i got the 100 days on the gruslen i visited my pet lookup to collect my avatar, and i didn't get it, i think its because it was my only spare pet, so i equipped it in another language. one problem. no avatar.
and so i mailed support twice, or so, *probably more, lose count these days* both in the "other" catergory and in the bugs section of the support page, because i got no response after submitting it in bug section.
a few days later i got a email back saying, "we will be looking into it blah blah it will be fixed soon" the standard bot response only it still ins't fixed and its really annoying me, since i promised the gruslen to a friend who was recently falsely frozen and doesn't have a great deal of np, and the pet is a lab pet, who was promised to someone.
and of course, i'm still waiting. i have the blind hope eventually its going to get fixed up, or the pessimist says: they will freeze me for cheating and getting round the system -_-
best of luck getting the lab ray back, i have it on 2 accounts, both before the new flagging system, and i know i will be scared wittless if i have to buy it again now, i'm a dialup person, and i haven't the kind of np to do it again *touch wood*
*edited for spelling, i can't type
*
and so i mailed support twice, or so, *probably more, lose count these days* both in the "other" catergory and in the bugs section of the support page, because i got no response after submitting it in bug section.
a few days later i got a email back saying, "we will be looking into it blah blah it will be fixed soon" the standard bot response only it still ins't fixed and its really annoying me, since i promised the gruslen to a friend who was recently falsely frozen and doesn't have a great deal of np, and the pet is a lab pet, who was promised to someone.
and of course, i'm still waiting. i have the blind hope eventually its going to get fixed up, or the pessimist says: they will freeze me for cheating and getting round the system -_-
best of luck getting the lab ray back, i have it on 2 accounts, both before the new flagging system, and i know i will be scared wittless if i have to buy it again now, i'm a dialup person, and i haven't the kind of np to do it again
*touch wood*
*edited for spelling, i can't type
*
Last edited by autechre on Mon Oct 04, 2004 11:09 am, edited 2 times in total.
Mon Oct 04, 2004 11:04 am
I am not going to quit until I get it back, qanda. If they had responded properly the first time, I would have it back. I don't care if I have to flood them for the rest of their days (I start off once a month, then by the end of it I will be sending them one a DAY until they respond.
Carmen said that she would get it back for me. I'm going to hold it to her, and the entire Neopets team.
I will do everything in my power and then some. My family is known for holding grudges and being stubborn, and I'm no different. Eventually, I'm probably going to have to send each of the staff I can get a hold of the email of one a day until they get so fed up they'll get SOMEONE to look into it for me.
They probably think that if they just ignore the users, they'll go away and forget about it. I'm not one of those users. I've contacted them for eight months...I can keep contacting them for another eight years if need be.
And if they freeze my account... well, that's simply another case I'll have against them.
No, I think that TNT has met its match in a girl from another country entirely. If this is what is going to happen every time, they should seriously think about renaming "support" and "customer service" to "it's okay, we can ignore you, you're expendable and will go away"
Carmen said that she would get it back for me. I'm going to hold it to her, and the entire Neopets team.
I will do everything in my power and then some. My family is known for holding grudges and being stubborn, and I'm no different. Eventually, I'm probably going to have to send each of the staff I can get a hold of the email of one a day until they get so fed up they'll get SOMEONE to look into it for me.
They probably think that if they just ignore the users, they'll go away and forget about it. I'm not one of those users. I've contacted them for eight months...I can keep contacting them for another eight years if need be.
And if they freeze my account... well, that's simply another case I'll have against them.
No, I think that TNT has met its match in a girl from another country entirely. If this is what is going to happen every time, they should seriously think about renaming "support" and "customer service" to "it's okay, we can ignore you, you're expendable and will go away"
Mon Oct 04, 2004 2:31 pm
Not to sound negative or anything, but TNT isn't returning lab back to you. You're part of a HUGE group of people who have lost their maps and IIRC, one staff member even said you can't get your old lab map back and you have to buy a new one.
Carmen might not have known that they can't give lab back, truthfully. One of the older staff memebers was the one that said people won't get lab backs.
I've seen a person lose lab twice and they just bought new ones...though they did it before the price rise.
EDIT: if you got improved defend in the BD now...you did get the same glitch as many others. Something to do with flags.
Carmen might not have known that they can't give lab back, truthfully. One of the older staff memebers was the one that said people won't get lab backs.
I've seen a person lose lab twice and they just bought new ones...though they did it before the price rise.
EDIT: if you got improved defend in the BD now...you did get the same glitch as many others. Something to do with flags.
Mon Oct 04, 2004 3:25 pm
I know what you mean.. when my account was unfrozen, my pets all had their stats reset to level 10, and I can't seem to get anyone to even answer me about it
Mon Oct 04, 2004 3:55 pm
Ledi wrote:I am not going to quit until I get it back, qanda. If they had responded properly the first time, I would have it back. I don't care if I have to flood them for the rest of their days (I start off once a month, then by the end of it I will be sending them one a DAY until they respond.
Carmen said that she would get it back for me. I'm going to hold it to her, and the entire Neopets team.
I will do everything in my power and then some. My family is known for holding grudges and being stubborn, and I'm no different. Eventually, I'm probably going to have to send each of the staff I can get a hold of the email of one a day until they get so fed up they'll get SOMEONE to look into it for me.
They probably think that if they just ignore the users, they'll go away and forget about it. I'm not one of those users. I've contacted them for eight months...I can keep contacting them for another eight years if need be.
And if they freeze my account... well, that's simply another case I'll have against them.
No, I think that TNT has met its match in a girl from another country entirely. If this is what is going to happen every time, they should seriously think about renaming "support" and "customer service" to "it's okay, we can ignore you, you're expendable and will go away"
You are not the only person who bugs TNT frequently about the restoration of lost items/frozen accounts. Many others of the same temperament do too, some even submitting reports 10+ times a day for months. But I believe TNT has a mass delete function, which allows them to delete all mail from a particular user, or even a router which redirects all mail from a user into the "spam" mailbox.
But since you got a promise from Carmen to solve your problem, there is hope after all... maybe your perseverance and determination will win the day.
Mon Oct 04, 2004 4:10 pm
Ledi
Good luck and keep on writing! I think whether or not you eventually (if ever) get your lab map back depends on when you got it originally. If it was before last October - no go. I've had 2 friends lose access, one had had if for a couple of years and one day *poof* gone. So everyone in the guild got together and got her a new one. She's a wonderful person and has been very generous and kind to everyone else, so we felt it was the least we could do.
If you got the lab after October (I can't remember the date they announced the "Flag"), then there should be something noted on the account that has the lab so you can get it back. In other words, they know about this gitch and have known - my friend lost her's last summer. So this isn't a new thing. Whether you actually do get it back is another matter ... the no return due to glitch policy may override this safeguard. I have no idea!
I've had no success with follow-up questions I asked regarding specific things on multiple account do and dont's.
Good luck and keep on writing! I think whether or not you eventually (if ever) get your lab map back depends on when you got it originally. If it was before last October - no go. I've had 2 friends lose access, one had had if for a couple of years and one day *poof* gone. So everyone in the guild got together and got her a new one. She's a wonderful person and has been very generous and kind to everyone else, so we felt it was the least we could do.
If you got the lab after October (I can't remember the date they announced the "Flag"), then there should be something noted on the account that has the lab so you can get it back. In other words, they know about this gitch and have known - my friend lost her's last summer. So this isn't a new thing. Whether you actually do get it back is another matter ... the no return due to glitch policy may override this safeguard. I have no idea!
I've had no success with follow-up questions I asked regarding specific things on multiple account do and dont's.
Mon Oct 04, 2004 5:36 pm
Nothing like that has ever happened to me.
All the times I was frozen, or lost something. I was always unfrozen, and sometimes my things were returned. (But not when I needed my items the most x.x)
I send in bug reports and emails, I don't get replies. I just know people who know the right people. It seems.
All the times I was frozen, or lost something. I was always unfrozen, and sometimes my things were returned. (But not when I needed my items the most x.x)
I send in bug reports and emails, I don't get replies. I just know people who know the right people. It seems.
Re: Support problems...grumble grumble
Mon Oct 04, 2004 6:03 pm
Ledi wrote:Has anyone else got a lovely tale of being completely ignored because they aren't an elite player that they'd like to share?
Why does everyone think you have to be an elite player in order to get somewhere with TNT? I'm far from an elite player (My only claim to fame is having one of the first Male Quigukis) but every time I have a question or a problem they take care of it immediately. Has anyone ever thought that your problem isn't unique or even that the elite players have connections that we simply do not have? It's possible to have friends in high places you know.
Mon Oct 04, 2004 10:44 pm
Stijn wrote:Nothing like that has ever happened to me.
All the times I was frozen, or lost something. I was always unfrozen, and sometimes my things were returned. (But not when I needed my items the most x.x)
I send in bug reports and emails, I don't get replies. I just know people who know the right people. It seems.
Which members of support emailed you back? I'm currently looking for a pool of people to email who might be able to help me...or at least respond.
Mon Oct 04, 2004 11:28 pm
Ledi wrote:Stijn wrote:Nothing like that has ever happened to me.
All the times I was frozen, or lost something. I was always unfrozen, and sometimes my things were returned. (But not when I needed my items the most x.x)
I send in bug reports and emails, I don't get replies. I just know people who know the right people. It seems.
Which members of support emailed you back? I'm currently looking for a pool of people to email who might be able to help me...or at least respond.
I heard that William and Bryan (Brian? One of the "brians") were supposed to be good about things like this. I don't know for a fact thoough, luckily nothing has happened to me which required me to contact TNT... *knocks on wood*
Mon Oct 04, 2004 11:46 pm
Kurisutaru wrote: I heard that William and Bryan (Brian? One of the "brians") were supposed to be good about things like this. I don't know for a fact thoough, luckily nothing has happened to me which required me to contact TNT... *knocks on wood*
Bryan. He responded to me, even if he couldn't DO anything about giving me my account back. Ledi, I wish you the best of luck, even though I'm pretty sure you are fighting a hopeless battle. Keep fighting it, though.
Tue Oct 05, 2004 11:28 am
william got my brothers account back for him.
When i asked about multiple account submittions for the NT (not a problem a query) i got a reply, but they didnt know the answer, i only found out the answer because of a member of TNT lurking on here and replying to my post, which was very nice of them. I've never had any real problems with TNT
whats this 'flag' you're all talking about?
When i asked about multiple account submittions for the NT (not a problem a query) i got a reply, but they didnt know the answer, i only found out the answer because of a member of TNT lurking on here and replying to my post, which was very nice of them. I've never had any real problems with TNT
whats this 'flag' you're all talking about?
Tue Oct 05, 2004 12:12 pm
raudf wrote: Ledi, I wish you the best of luck, even though I'm pretty sure you are fighting a hopeless battle. Keep fighting it, though.
Thankyou, I intend to. I'm pretty sure that I'm fighting a battle that I can't win, but it's not going to keep me from putting up the harshest fight I can. I may get results if I keep thinking like that, because I might actually get through to someone that they can't just walk all over us.
And if one person can get that through to them, maybe it'll open the way for others, too. Keep fighting, everyone who has had things taken unfairly. It may take a while, but eventually, enough people who are dissatisfied might contact TNT at once, and make them think about what they are doing.