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Check out the v.255 - The Dark Ride: Ride or DIe Patch Notes
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Great game, worst customer service imaginable.....
So........ I decided to buy the Kana package for my Night Lord because it looked great in the dress up window, proceeded to purchase and I was satisfied with said purchase.........that is until I found out that the fan was restricted to swords / short swords / desperados / fans and something else just not claws, as you figured I was disappointed to have bought a package that I couldn't fully enjoy, I mean to be fair its not my fault there was not restrictions or warning on the box.......so I thought "hey I deserve some level of refund or help". I talked to a GM who then gave me the run around by telling me what I already knew, that the package was only equipable to certain weapons ( frankly I don't know why its even restricted it plays ZERO effect on actual gameplay ), after a few emails and repetitive responses I woke up today and logged in my kana and got kicked promptly from the server as it had died, I relogged on another channel and I was fine, then I logged out after selling a few things to log into my main for dailies..........that's when it all went down hill, I found myself not being able to log in and my account noticeably hacked or at least from my perspective it looked that way.
After a few long scares I was relieved to have found an email that arrived at the exact time I was booted from the game all the way to the exe which prompted me to re-input my password which I could not, also the reason why I thought I was hacked.....anyways the email read: "
Though I am sorry that you were having difficulties with the package that you purchased. I would like to remind you that the Kanna Package was meant specifically for the Kanna class characters. I have proceeded to access your account and remove all the items for the purchase of the package.
As it was necessary for me to access your account, you will need to go through the "Forgot Password" and "Reset PIC" menus to gain access back to your account.", a great relief came over so I did what the GM told me to do......but when I try to reset my password I get "Invalid access with invalid parameter. Please try again", after 8 hours of waiting and emailing the GM I have yet to receive any help, I lost a day of sengoku probably lost the item I was planning to purchase and now I'm royaly screwed for months to come until it comes back, hopefully not. They made me feel so bad that I just kept telling myself......im never asking for a refund again its like asking for a ban........... moral of the story Watch what you spend on Nexon, because if the product that was presented to you decides to break, you will have to fight tooth and nail to get a refund, but gosh is it easy to insert money into their pockets aint it?.........
Comments
It got better, then it got worse. A year ago I had some major issues with bugs in the game which caused me to lose an item I had purchased from the game. After 3 months of having my tickets closed and me refusing to let it die, I was refunded and received the item i lost. It was a hassle sure, but overall I was pleased with the outcome and felt that the GMs handled the situation well. My account too had to be accessed by a GM so I am familiar with that dreaded feeling of reading the e-mail too slowly and thinking i was hacked just like the OP. At the end of the day, having my issue addressed and having the GM go through that much trouble to rectify my situation validated me and made me feel at least like a somewhat valued customer. Flash forward to a couple months ago.. when the same sort of bug happened. I had gached and received a perm mount that i attempted to use and poof it disappeared and didn't give me the mount. I send weeks worth of emails having my tickets closed and being told oh well too bad your loss + no compensation of any sort. I had provided screen shots that proved I had the mount, used the mount, and didn't receive the mount but the GMs just sent me generic responses and closed my tickets without appearing to even read them. Then a notice was put up on the website stating other people besides me had had the same issue and that we would all be compensated in a server check... except I wasn't. So i opened more tickets, got more rejections, and ultimately at the end of the day was never compensated in the least bit for my loss. So in my experience, I guess my view of Nexon customer server was that it went from bad, to better, to awful.
https://www.complaintsboard.com/complaints/nexon-america-inc-los-angeles-california-c37187.html?page=4
Check that link out. After more than 7 years they still haven't changed lol.
Much of the confusion could have been avoided should the next steps of the refund been communicated beforehand.
We'd like to apologize for what you've experienced and will be sure to voice these concerns to our team.
I'm sorry your situation was so bad but glad you have your account back.
Feels like a Nexon employee.....
I truly lol'ed at that.. Nope never been employed by Nexon. Believe me I was surprised at my own experience having heard all about Nexon and its customer service before. That was just not the case for me, like I said, I dealt with several GM's via live chat and logging a ticket, the ticket system really didn't help me very much, but the live chat system really did, after nothing worked on the technical end they moved on to fix it for me.
If you do what they ask you to do, provide what they need from you there is no problem, my only constraints were not of Nexon's doing , once I had everything I / they needed my account was handed right back to me. It took time, weeks, to get everything cleared up, I think, a lot of times that is the problem with most complaints, most people (myself included) do not want to wait and want everything fixed FAST, and when this doesn't happen at the speed of light (joke) people are so mad they take it out where ever they can, usually on Nexon.
In this case, I believe the item descriptions should have been clearly stated, to the purchaser.