Well, Unk and Squish, I took your advice and submitted a ticket. I was basically told that since they already have my money, now they want more. What????


Hello EME. Great responses on the Ticket Support... amazing how your customer support policy is beginning to mirror NCSOFT.

For the edification of the community at large, EME Support and GM Ambrocious did NOT answer my questions and gave a standard clip and paste reply... to the effect of: "Now that premium services are available you can purchase appearance change tokens for the prices listed on the Tera Website." Did you even READ my request ticket????

Oh, and by the way, because premium services are now available, these tokens are "no longer being offered to players, even those with OB characters." Soooooo, you DID offer tokens....

WHEN!!!!!??????

TELL ME WHEN THERE WAS AN ANNOUNCEMENT OR PATCH NOTE UPDATE THAT SAID SUBMIT A TICKET TO GET AN APPEARANCE CHANGE SCROLL on your OB character?????????????? Or were we just to "figure it out"!???

Way to go on the stock "screw you" response EME!

I am looking to elevate this higher. I have two game subscriptions at the moment in our home, and are considering a third for another family member, AND recruited 4 friends who are all playing high level chars. Its not like I am a passing player here EME.

I did not whine and moan like a baby to the GMs on the day (or week) of launch to get what I wanted NAOOOOWW because I respected the fact they had plenty to do that was "important" in the game. (like bugs and major issues). I was CONFIDENT they would resolve my issue, take CARE of loyal customers, HONOR their word and push a change scroll my way. Oh no... how foolish I was. Now they want more of my money after I already ordered 2 CE's.

THIS is how you respond and reward your pre-order customers... what a shame. Your customer service motto is not living up to its standard.

Not satisfied nor happy. Make corrections EME, and quickly. You say you want to be a different company, and are showing that some... get customer service to read the requests and get on board.

Update to keep the community informed.

Talked to customer support today. They DID offer change tokens. No, they DID NOT post this option anywhere in notes or announcements. You had to immediately squawk like a spoiled child to get your change token at the launch. Once Premium Services were implemented, "corporate" took the option to provide a change token to customers away from customer support. How big of them.

Be aware community. I know this is "only" a $9.99 change, and amounts to 2 coffee's at Starbucks. Not really that much, and frankly EME would likely have got it from me in 6 months or so anyhow. However, the principle of the thing smacks of profiteering and lack of care from "corporate". Beware of the double speak. "We DID provide you the option." (yeah, if I shell out another $9.99!!!)

If this is the start of the path to the future, we may well be in on the ground floor of a great but unfortunately another Pay2Win MMO.

EME, you were about to get two year-long subs. I am going monthly now, to see where you go in the coming weeks and how you respond in the customer service area. I will cut my losses if you begin to morph into NCSOFT.

Yeah I was a bit disappointment myself when they said they no longer offered those services. The whole premium service ordeal made people post about the free tickets given out to people who made their toons in OBT, but at that point it was already too late.

The community managers promised us options to alter our toons on the same day these hair colours were added, but no one was ever notified of anything. And honestly, I've sent in a couple of tickets and talked with Live Support several times about ACTUAL ISSUES, and not to get my hair changed for free.

They should've just sent us those tickets the day they released those new hair colours.

This is disheartening... everyone should have AUTOMATICALLY received one when the changes happened...

I love Tera, i waited for it for over 2 years and its really sad to see EME go this way. But i guess you cant really every change the way corporation works

Really disappointing to hear this. As soon as I heard Knoxxer's announcement of an idea to change hair colours for existing players, I immediately assumed they would all receive a hair change token. But the announcement never came, and now everyone who didn't figure out to contact CS has to pay. In all honesty, I don't see anyone wanting to change hair colours for $10, that's just.. too much.

Quote: Zegor on 05/21/2012, 03:02 PM - view

Look I understand you're angry and if you wanna rage fine, but keep it real. Hair color = P2Win? Come on...

This is unfortunate because I was waiting for the tokens to be sent out after the announcement.

It appears my patience did not win here, and I missed out on a chance to have my character's hair colour changed to one of the new ones that wasn't available during OBT.



Now, I wouldn't mind paying for hair colour change, but the 9.99 cost covers the whole appearance package, which I do not require.


I accept if EME failed to deliver a token to OBT players due to technical reasons, but refusing to honor on that delivery because of the presence of the Premium Shop (which was never announced nor hinted at until too late) sends a message to me that can only be viewed as a 'GOTCHA' cash grab.

holy hell, its only a hair color, who cares

Quote: Squishington on 05/21/2012, 06:28 PM - view

Yep, this was EXACTLY my discussion with Customer Support yesterday. Bottom line, if you were patient you were punished. Lesson is to whine early and loud, which frankly doesn't fit my style.


*** And at Mangix... its the PRINCIPLE of customer support and loyalty to the PRE-paid customer base that is the issue here, not the $ cost, as I mentioned in my update post.


*** and as Macaw said, my impression (and I know I am not alone in this) also was the change tokens were "in the mail" for the pre-paid CBT/OB charas.... and in my discussion with CS, I was told repeatedly, "we DID offer you the ability to change your hair color - in the Premium Service cash shop for ANOTHER $9.99." That is talking out of both sides of your mouth EME. I feel like I have been "baited and switched" in the process, which frankly makes me irate.

Well I recently chatted with customer support due to a connection issue and just said on the sidenote it's a bit annoying that now after open beta the red hair is there...GM offered me a change scroll (this was AFTER the premium servives were available) I said i dont even want the red, id make it blondee...and she gave me the scroll
Im not sure but seeing how most of you write here...if you are that whiny with the GMs, hell, I wouldnt wanna give you the csroll either o_O
I got mine with no problem not even wanting the red hair so yeah...maybe start being a bit nicer to the GMs O-o