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BEWARE: Great game , terrible company
EDIT: This issue was finally fixed. I was mistakenly caught up in a ban against sock accounts and my account was restored- I was contacted by someone from the forum a few mins ago and they have set things right. Thanks.
-Let me start off by saying I really, really enjoy Rift. In fact, if you look at my post history from as little as a few weeks ago I was telling others to play since it IS a good game.
9 days ago I was wrongfully banned from their official forums. I was accused of using another account to get passed a ban and my account was banned forever (on the forums only). This (to me) was no big deal at the time (although I was a bit angry) because a simple look at IP logs and my account (my account is connected to my Steam account which is well established and also to my facebook which has been around for years) so a simple look at logs and such would easily show that this was not a "sockpuppet" account as I was accused of and banned for- Plus a simple look at the IP logs would show nobody else logged from here (and if I HAD set up this account to avoid a forum ban, why was the account itself not banned and only forum access?)... No to mention this account has spent over $150 on Rift in the last 2 months...Hardly something a sock account would do...
-In other words..I thought this would be an easy fix .
9 days later I have received 2 responses to my issue which were both stock responses that were copy/pasted...Here they are...
thank you for contacting us regarding RIFT.
For assistance with your request, please write up a detailed description of your issue and the surrounding circumstances and email our Community Team at community@trionworlds.com and they will respond to your request as fast as they can. Please be sure to include your account email address as well as your forum name.
If you have any additional questions or concerns, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this ticket is 141213-001532.
-The first time I got this response I did exactly as stated...And was ignored for 3 days. Then they tried to close my ticked and mark it "solved"...Which I again stated my issue and asked for help and got the SAME CANNED RESPONSE.
9 days have now passed and nothing has been done. My ticket closed and marked "solved"and my account still banned FOREVER.
-Now, If I was banned from a forum for legit reasons- Its all good. But this was a blatant lie by one of their employees and nobody will even do a simple check into this (which would prove it was a lie) nor even respond to me.
So...It has occured to me that these people could ban my regular account (not just my forum account) for lies as well and not be required to even give a simple answer...Thats scary when you have alot of money tied up in a game.
So beware of Trion. This was an eye opener. never in my 20+ years of gaming online have I experienced something like this.. I have been banned for legit reasons (and readily admit it) but I have always gotten decent help with any game I am paying money for (in this case I have paid ALOT of money for a "f2P' game)
So take this as a warning- IF you play RIFT and enjoy it , any issues you have may not be solved at all( you may not even get anyone attempting to help you) and your account can be banned for literally no reason.
-This really sucks. I now am looking for a new game simply from the principal of it all even though I very much enjoyed rift and have been gearing up for the new raids.
Comments
If true this really sucks. But at the same time, I can read stories almost like this in every MMO. I also can do the same with any business. Sometimes people just don't have the best experiences and don't get a fair deal with a company. I knew a friend that hated AMD.
He tried 3 different graphics cards, with different makers, and he ended up sending them all back. Now he has Nvidia and he is happy with them. I have never had a problem with AMD, or any of the card makers. But if you talk to him? It's the worst company in the world.
Anytime I invest in an online game, especially a free to play game I just assume the worst can happen. The game shuts down, my main MMO account gets hacked (never happened luckily), trolls, bad customer service, and the like. I just consider risks like that come along with online gaming.
Sometimes it's the company, and other times it's bad luck.
-Its totally true- Which is why I added the ticket # and response...
My forum name was SaintPhillip.
This isnt just me writing something negative for the hell of it- I gave these people 9 days to fix this (and it should have been really easy) and today I saw my ticket was closed. I dont want to find a new game but... I tried everything here and the ignoring me and closing tickets was too much.
EDIT- Hell, I just invested over $150 in this over the last 2 months and I dont want to write that money off either... But sometimes you have to cut your losses. But I am going to spread the word. They didnt just lose a customer here (who spends $$$) but I am going to warn others as well.
-Again, my post history will show I have said nothing but good thinghs about Rift and tired to get people to play on a few threads. I am not doing this from mere spite- This is real..And sickening tbh.
I found you on the rift forums but you're post are all gone, but if I do google cached on one thing you post when I found your post just 1.
Yes, they deleted all my posts (I only had 4) and banned the forum account forever saying I tried to"bypass a ban"-
I sent this link to them as well-
I agree (for the most part) and used to have that attitude. Rift is a great game and there isnt much more I want to play- But once this happened to me and I realized the implications of this should something happen to my actual account- Not worth it.
I cannot give a company this shady my $$$ regardless of the quality of the game.
-But I understand your feelings. Mine were the same about 10 days ago.
Yeah I would feel same way if I got banned for anything other then cheating or something, I would hate it so much work I put in to the game, would not let me pick it up again, what I did with wow, left it didn't pick it up again after so much time I put in to the game.
-Thats what bothers me so much...It is so easy to see that this isnt a sock account. Would literally take 5 mins. A simple appology and restoring my forum account. 5 mins would show that this account is attached to an established steam account and a facebook that is 5+ years old with my real name (which matches my credit card purchases)
..It isnt rocket science.
But im being totally ignored and getting no help 9 days later...Only closing my tickets as "solved" and copy/paste responses...
edit- They decided losing a paying customer over it was easier than 5 mins of work-
If I was you, I try again few times,as you did spend money on it, and try get your acct. back but even do get acct. back may not feel the same way playing again.
Thats essentially what this post is...A last ditch effort to get them to help me (which is why I included this link in the ticket I just posted)- But 9 days with being ignored and copy/paste responses with no help is really got me angry.
This is still fixable IF they immediatley look into this and at least respond to my ticket with a human written message.
I dont want to lose all the work ive put into the game (and my money) but this is the worst customer service I have ever seen and I still dont understand why they even thought this was a sock account (I need an explaination for this as well) since there is no way I can conceive of that explains that- Its sooo easy to tell its not.
But its not looking promising.
This is just so irritating. How they could first make a huge mistake, then not even help me and then close tickets as "solved" when I clearly was getting no help.
What bothers me aside from your obvious problem is the copy paste response you always get from support.It tells me they don't even read your emails,then simply hit an auto response,that is just down right lazy and would NOT be "support" at all.Now of course this is NOT a Trion only affair,this is what all devs do most of the time.
As to the game,i never thought Rift was that great,i saw it right away in the very lazy starting point ...a cheap looking Warehouse ../sigh.That is what i look for when i enter any game,how much effort was put into the starting point.Sure outside there was some effort but the houses looked fake more like modules than a building that looked to belong.Also the Rifts were only cool a couple times then became bland and repetitive.The other system, i forget what it was called but the one where all the creatures follow in a single file line because they are all on the exact same AI was really sad.
All that little stuff is what i pay attention to in games,it tells me what kind of system designers they have and what kind of effort was put into it.Also when i was just following the typical linear path of questing,i had 3 classes and i didn't do a single thing to get them,again i thought shallow design.I also do not ever like Tree system designs ,they always end up fake and just a waste of time me putting in a few points that have very little impact.
Imo i would not worry yourself over losing the game ,yes the 200 bucks hurts a lot,should have used Paypal and filed a grievance for a charge back,Paypal will support you and DEMAND Trion responds or be charged back.
Never forget 3 mile Island and never trust a government official or company spokesman.
Just wanted to throw my 2 cents in. I played Rift with my wife for about 9 months and really loved the game. Then I had the misfortune to have to interact with Trion, which as most people in this thread already seem to know, is a trash company.
After just 1 experience with Trion's terrible customer support, I immediately got rid of both our accounts, recouped all the money I had spent on the boxes+subs (this was back before f2p) and have never, and will never, touch another Trion product.
I had two friends ignore my warnings and waste $300 on Archeage, of course, a week later they never played again.
I have played rift for over a year, and have gone through the hassle of trying to get customer support twice. To make a long story short you pretty much have 2 options.
1. Use live chat support, this is by far the fastest and the only reliable way to get support for any trion game.
2. Post on the rift reddit, the ceo of trion reads the reddit and responds every now and than.
That are pretty much your only 2 options to get support. Mailing won't work, in-game support won't work. The standard waiting time for any of those is 3-30 days for an automated reponse after which they are ignored. I really love the game, even though I don't really play anymore because I got bored of it after the expansion, but the support is horrible.
hi
Archeage is a other story, I seen it trouble coming when they first said it's coming are way, But don't think people like your 2 friend not going stop wasting money like they did with archage in to other mmo. Look at EA bad company for years still making a killing, even star wars making a killing, just people in general fall in to trap very easy.
-Does live chat even work?
Tried it twice. Waited 45 min the first time with nothing and the second time (this morning) I was #3 in line and waited 1/2 hour without the line moving. When you go to live chat it says something like (paraphrase) "please be patient we have a heavier volume than usual and it might take awhile blah...blah..." which is understandable- But being #3 in line and not seeing it move at all in 1/2 hour means that they hadnt even taken care of 1 single person and its no wonder there is a huge backup lol.
-The reddit idea is great (thanks) but just too much work to go through- If something simple like this cannot be fixed easily and through regular channels its just time to find a game.
Everyone says Blizz CS sucks but the 2 times I had to use it they were helpful and I talked to a person who fixed my issue. Back with UO I had a phone # to call that was actually answered and even with LOTRO the onne time I used their support it was very satisfactory- And those times were over far more complex issues- This is just such an easy fix... Would take a couple mins... Thats the kicker here- Its insulting.
-Thanks for the suggestions though.
LOL- I know...
I guess I just really never understood (or believed) the extent. I had a good experience with Rift and really liked the game for what it was. I thought people were exagerating TBH- I figured they were a terrible company but not that terrible.
I figured they were bad in a normal way... If that makes sense. I thought there was alot of trolling and such and people jumping on the hate bandwagon due to Archeage being such so monetized... But I was playing Rift..I..Thought I...was...safe.. =(
I feel bad for you because i used to play RIFT and before it went garbage free to play there response and customer support were amazing! You could submit a ticket in game and within TWENTY MINUTES I would get a GM messaging me in game and solving it for me.
But alas it went free to play and so did their service.
I can't feel bad for you spending 150 dollars in 2 months on it though. What the hell were you buying???
Problem is not them being clueless sometimes, the problem is people on the forums can be just as clueless and rude to them and other people on the forums. Cash grab is not good way to start a forums thread it just start a flame wars, people don't think be for they post something and try make a good valid concern on the forums then acting like a small kid all mine and don't want you have it, that's what is sound like many times.
This why many very small % post on the forums that are from the game, just people just drama queens on there.
I bought the expansion , the classic game and credits to unlock slots and but a mount and such-
I started like 2 months ago and played free for a min and then decided I liked it enough to get established and play it as my main game. At this point I would have just paid for patron and maybe a few cosmetics occasionally. I had been looking for a game for awhile after leaving WOW and for the most part the new sub games (ESO and FF) pretty much sucked to me (FF was actually really decent from my trial but it didnt feel MMO enough if that makes sense) so I decided to play Rift.
I prefer sub games and am the type who honestly would pay $50/month for a good sub game but they are almost non existant these days and the ones that are there still seem to have cash shops...I also prefer sandbox games but I guess you deal with the hand you are dealt.
I started playing RIFT as a F2P and was honesly impressed with how much a F2P player got and I gotinto a good guild and decided I would stay. I asked what I needed to really experience the whole game and I didnt mind paying what I did to get pretty much everything since I planned on playing for a long time and at this point I would treat the game like a sub game and just keep patron going.
So yeah...
But its not really the money that bothers me- I was actually happy to find a decent game I could play long term after trying about everything else out there....
And ill end up going back to wow...Like they all do lol.
-Sorry to double post but I wanted to update this thread.
I finally got a response from a human over at the forums and my account was restored. I had mistakenly been caught up in a mass banning of sock accounts (I assume because my account was fairly new?) and they have looked into it and fixed it.
So... I am giving them the benefit of the doubt here- They did help me and fix my issue.
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