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Have you been treated Unfairly by HCS Tell us all about it


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#1 vcompton

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Posted 03 February 2010 - 21:47

I was just the other day. When the game went down Sunday I was waiting to get back on and list my items. I was lucky and didn’t loose any items out of my mailbox. I went to list auctions just as the game was coming back up. When I looked to see if I had listed the items with the right price they did not show in the AH but had gone from my back pack. They never came back to my mailbox or showed back up in my backpack they were just gone.

So I opened a ticket and was very nice hoping this issue would be resolved right away. Being a time depended game I wanted to get this worked out asap. To my own naive surprise HCS didn’t even respond until the next day. And when they did they responded that my items had been returned but no item had come back to me at all. It was just some auto responder telling me the same thing I guess they said to everyone.

I replied and was stunned to be rudely treated by there support personal. They told me they do not give items based on any "players unfounded claims" Surprised by this treatment I sent a message back asking why they had not sent my items. Being a good customer that supports the game out of pocket to the tune of several hundred bucks a year I was still thinking they were not understanding my problem. They responded by closing my ticket and refusing to help or elevate the ticket to a higher level of support. I was silly enough to think they would call since im such a good customer. They said that I was trying to bribe them by saying I will no longer donate to the game. BRIBE!!!

I only lost a potion of resilience and a pair of trollkrill gloves maybe worth 3 fsp at most. I was accused of trying to bribe them with hundreds of bucks a year for those 2 almost worthless items. I posted this is the forum along with the copies of the support personals responses.

HCS responded by deleting all the post they didn’t like not just mine and locking the thread. I thought the forum was our voice to HCS. If this is true why would they attack my thread and not let me speak. Not to mention the attacks on my personal character by calling me a scammer or accusing me of bribery. Maybe in Scotland they have no character but in the US these are words you do not throw around lightly. I did not respond to them with anything I should not say nor will I. I do not wish to attack the HCS team personally but they need to be responsible to there players.

Just for the record. I work for Lockheed Martin as a SR developer on a U.S. DOD contract I can say no more but I can assure you I am no scammer nor in any way in need of HCS to support me financially. I am very offended and feel as if HCS themselves has scammed me out of my items. By there brutal refusal to hear me out they have made it clear who the scam artist are.

The original thread is still locked but some of what was written can be viewed for the moment. The heading was: Did anyone else loose items in the AH on sunday's downtime!!

If you have been treated unfairly by HCS please let the entire FS community know of your issue.

#2 juggeranut

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Posted 03 February 2010 - 22:09

In your previous thread you stated that HCS required proof of you losing those items. Any idea on how they expected you to get proof that you just lost items when trying to post them on the AH?

IMO this is a load of crap. I dont care who's fault it is or if its anybody's fault, but the way it is being handled is putting a lot of people off. Yeah this is your forum and your game and you can do what you like to it and those who use/play it, but deleting posts is just wrong and rude.

Also, I'm almost 100% sure that I've seen other people rant on this forum about not donating again until "X" happens and never saw them get labeled as a scammer or accuse them of trying to bribe HCS.

pfft!

#3 DragonLord

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Posted 03 February 2010 - 22:12

Maybe in Scotland they have no character but in the US these are words you do not throw around lightly. I did not respond to them with anything I should not say nor will I.


I can tell you're feeling aggrieved from your post, but comments like the above one REALLY aren't going to help your case ;)....

EVERY time i have lost items in the AH (or guildies have), a ticket has been submitted and the items replaced (other than when i was on a suspension - n that is still a sore point with me LOL - but i've moved on from it too)

#4 Tigerkn

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Posted 03 February 2010 - 22:14

I am still confused by the lack of proof. It does appear from the updates that HCS does track inbox, fsbox and well many other things. Was there no logs for this?

#5 Hoofmaster

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Posted 03 February 2010 - 22:19

vcompton,

Sorry to hear you had a bad experience with support. Please reply back with your ticket id and I will take a look into this first thing tomorrow morning for you!

Cheers,
hoof

#6 vcompton

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Posted 03 February 2010 - 22:33


Maybe in Scotland they have no character but in the US these are words you do not throw around lightly. I did not respond to them with anything I should not say nor will I.


I can tell you're feeling aggrieved from your post, but comments like the above one REALLY aren't going to help your case ;)....

EVERY time i have lost items in the AH (or guildies have), a ticket has been submitted and the items replaced (other than when i was on a suspension - n that is still a sore point with me LOL - but i've moved on from it too)



Your probably right about it not helping my case but the case is closed as far as HCS is concerned. I am from english and Irish decent. So poking fun at Scottland just seems to fit.

They only accused me in the response to my ticket. They keep there attacks secret. As can be clearly stated by them deleting the post as soon as ppl started to read and respond to what they said to me in the support system. They should have proof that is the problem they dont want to admit the logging system failed or wasnt in place at all since the system did not respond properly.

I would be happy to look over there logs for them i got a talent for log crawling.

Thanks for all your support.

#7 Hoofmaster

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Posted 03 February 2010 - 22:35

vcompton,

Please see my post above - I'm happy to look into this for you...

#8 vcompton

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Posted 03 February 2010 - 22:35

Wow hoof thanks for your intrest i only have the one ticket I have only opened one ticket since I started playing.

Support Center » Ticket List » IUU-670834 <== I hope that is the right one.

Thanks!!

#9 Hoofmaster

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Posted 03 February 2010 - 22:49

vcompton,

I've looked over your ticket and replied to you now :)

- hoof

#10 vcompton

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Posted 03 February 2010 - 22:51

Thanks Hoof not sure if I should say anything but thanks again! Any chance you can look at my wifes ticket as well. She holds the checkbook. :wink:

#11 Kayesha

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Posted 03 February 2010 - 22:52

Hoof, I am vcompton's wife. we were online at the same time when this happened. I also lost items in this debacle, if you could please look at my ticket, I would appriciate it.

Ticket ID: XRK-397933

Thank you for your kind response. It is really what we wanted in the first place.

#12 fs_robotussin

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Posted 03 February 2010 - 23:11

maybe you should change the post title to "another satisfied customer"?

#13 Hoofmaster

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Posted 03 February 2010 - 23:12

She holds the checkbook. :wink:


Isn't that quite standard :lol:

Checking it out now for you :)

Cheers,
hoof

#14 Hoofmaster

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Posted 03 February 2010 - 23:16

Hoof, I am vcompton's wife. we were online at the same time when this happened. I also lost items in this debacle, if you could please look at my ticket, I would appriciate it.

Ticket ID: XRK-397933

Thank you for your kind response. It is really what we wanted in the first place.


Hi Kayesha1,

I've replied to your ticket also now :)

- hoof

#15 vcompton

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Posted 03 February 2010 - 23:25

Thanks again hoof cant ask for more! Your the best. And yes another satified customer!

Yep if I had the checkbook it would be dangerous. :lol:

#16 Kayesha

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Posted 03 February 2010 - 23:27

Thank you. I appriciate your response and help.

I feel much better about this situation. We could not ask for more :D

#17 hades8840

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Posted 04 February 2010 - 01:35

i have to admit the customer service of hcs sometimes is poor beyond belief to the point that you can fear that your account is in jepordy when you try to argue your point..

however seeing how hoof handles this shows it can be done the right way just a shame he doesnt have time to always deal with the issues seeing they may be trival to the one answering the ticket for the most part they certainly are not for thoses of us who raise it

#18 fs_stickisgod

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Posted 04 February 2010 - 01:38

Glad to see everything was worked out...however I believe I read that a husband and wife are in the same guild? Unless you live in different houses, I thought you couldn't do that...

#19 fs_babykelz

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Posted 04 February 2010 - 01:54

Glad to see everything was worked out...however I believe I read that a husband and wife are in the same guild? Unless you live in different houses, I thought you couldn't do that...

why not? me and my brother were in the same guild for a bit......

#20 Scathian

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Posted 04 February 2010 - 01:58

as far as i know, issues like that are dealt with via tickets and proving that 2 people live in the house *shrug*


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