Ticket #1270461
Card has been debited but my account still shows as “Free” even though my Membership shows an expiry date…
@Umborls you seem to be the only one left here.
It’s now been over a week and I still have not been credited and no one has replied to my support ticket.
I’ve now escalated this to support@funcom.com email because it’s been over 10 days.
Adding these updates so in the future people who go through the same thing can hopefully get a better response and outcome than I have. Pinging/tagging any of the above people has done absolutely nothing.
Over 2 weeks have passed. I have:
- Opened an official ticket
- Made a post here on the Age of Conan - Exiles forum for visibility (which was promptly deleted without response)
- Directly messaged support members on the forum
- Directly tagged 4 support/Funcom accounts
- Emailed the above support email
Today I escalated this as the above support email has recevied no response. Now I have contacted legal@funcom.com before taking this any further. A delay is one thing, total unstaffing is another entirely.
It’s absolutely criminal that this game has such terrible after-sales support regardless of whether or not it’s an old game. If you’re actively accepting payments you can’t completely unstaff the game. Who are all these people (halfway down the page). How does a company have ~500 employees, 33+ million in revenue and no support team whatsoever? Not even a single person? I doubt this game would get even 3 tickets a week due to how few players there are but there’s still no one?
Not sure if this thread will stay up (likely as there’s no moderation here). But I want people in the future to understand what steps are required if something goes wrong. As it stands, I was fully prepared to come back to this game that I have loved for years (even have the original game disc from 2009). I’ve not been happy with the lack of support for years but happy the lights are still on.
This however is just unacceptable. How this game seems to have lost “all staff” is just plain crazy. Here’s really hoping that something happens internally and this is a simple “How did no one notice the game has no support personal? Let’s fix it and assign someone to at least read tickets now.”
EDIT: I got an instant auto-reply from their legal person that they are away June 19th (today) due to public holiday in Sweden. So an email there seems to have directly landed in someone’s mailbox which is good news. Whereas previous emails to other addresses seem to have likely gone into a queue or disappeared altogether.
I’m expecting a reply today after the legal person comes back.
EDIT: I got a reply today thanks to escalating this with legal and I got a resolution.
Shame that it had to go this far to get something done.
Umborls was the one who handled my ticket. I guess he’s the only support person at the moment.