Hello fellow pirates I need some advice I am missing a 1,499 ancient coin item pack called "Captain Jack sparrow crew set". I contacted support and was told they don't see the purchase when did I purchase it so I told them them date with no response. I had to contact them a few more times to get shooed away and told they would have to forward the concern to some other unnamed department after a week of waiting. I have tried to speak to the agent multiple times they have ignored every attempt to contact since then which was almost 3 weeks ago at this point. I tried to submit another ticket and it was ignored, closed, and merged to the ticket that was already being ignored. Weeks later no response, no resolution, and I'm feeling like ive been stolen from. I have read thus has been an issue for at least 3 years with missing items. Has anyone resolved this successfully? I don't want to force a charge back if it can be avoided but they cannot just hold my money for some undisclosed amount of time until they decided to address the issue and my hopes aren't high if it's been going on for years. I sent proof including screenshots that showed me wearing some of the items from the set and showing some of them occasionally showing in my clothing chest. They can see how many ancient coins I ourchase and the 1,499 that is missing with no item to account for them yet they ignore me. Any help would be appreciated.
Missing Captain Jack Sparrow Crew Set. Customer Service is abysmal.
@lassariot if support are being unco-operative, then do a charge back. Quite frankly I’ve been sorely disappointed in the service that’s been provided to players as of late, there just doesn’t seem to be any care at all, even to those innocents caught up. They’re ignored and treated like a number.
I hope there’s serious retraining sessions planned from management, or they boot the whole team out and get new folks in that actually want to help cause something has to change.
And before mods come in and tell us to raise complaints with support, just consider your copy and paste comment before you send it.
@itz-majman so OP is supposed to do what? Just let Rare keep the money while they offer no help at all? Sorry, but that advice is anti-consumer.
What’s your solution?
I had to contact them a few more times to get shooed away and told they would have to forward the concern to some other unnamed department after a week of waiting. I have tried to speak to the agent multiple times they have ignored every attempt to contact since then which was almost 3 weeks ago at this point. I tried to submit another ticket and it was ignored, closed, and merged to the ticket that was already being ignored. Weeks later no response, no resolution, and I'm feeling like ive been stolen from.
So you must have missed this part then.
Continuing to raise tickets when the support team are clearly not doing their job is counter productive when we as the customers just have to hope and wait that someone is bothered to do their job properly.
If a customer has purchased something and the company fails to deliver on the item, then that customer is entitled to claim their money back. If the company refuse to do this, then the customer is legally entitled to make a claim via their bank. OP has said they didn’t want to do this, but if they feel they’ve been stolen from, then there’s no other choice if Rare will not listen. If said company then punishes this customer for doing this, then they were selling an item under bad faith in the first place. You get it now?
@tesiccl
I did see that and I still think they should keep pushing tickets every week or so rather than sacrificing the entire account.
I'm not defending Rare nor Microsoft, of course OP should get what they paid for but "burning" your Microsoft account you had for 6+ years for a few bucks? it's up to OP if they see it worth it in the end but personally I would just take my loses and hope they eventually comes around and refunds me or give me what I paid for.
Bans for chargebacks are super common online because fraud is super common online.
Both sides are trying to avoid fraud/getting scammed.
Super frustrating for you and it's understandable but I would also recommend that you try to stick with support as long as you reasonably can.
As just readers on the forums we are going off your word, which may be entirely accurate but we can't verify so we are only going off one side of a situation.
Imo the most responsible advice is to avoid the chargeback as long as possible, work with support as long as possible. Try to keep it polite even though it can be very frustrating in your situation.
When this is all over it's entirely fair to share your overall experience as a consumer but right now it very much benefits you to stay the course and do the best you can while you wait.
and I'm always transparent about this. I give advice to try to help people, not companies or brands. This is because I think it's in your best interest overall.
On a serious note though: Support should not be abysmal.
It doesn't matter if the situation is a close shut case or a tough grey area that doesn't have a positive solution for either party, they're supposed to offer support, and at the very least, compensation.
From what I've been hearing about Support for the last few weeks, it's been worse than usual, and really needs to get looked into. If a player can get permabanned for cheating with no evidence or ability to defend one's self of a false accusation, or, you know, someone's paid transaction didn't process correctly on the side of the company, concerns deserve to be raised, they absolutely need to be taken seriously, because these are vital decisions that can destroy the PR of a company, regardless of the good values they promote. They have to take things seriously, and they have to make extremely careful and fully reasonable decisions. Messing with someone's game access is one thing, messing with someone's money is another.
Emporium regged. Its all part of the conspiracy. We get hit regged on shots. We get regged on buying fruit. We have also witnessed being regged on rewards from voyages. 10% of anything that happens in the game doesn't get tracked by the servers, to help save resources and create the illusion that the game is working smoother and better than it really should be.
Unfortunately still no response from anyone on the ticket neither the original agent nor the the one that was supposed to be responsible for escalation. Regardless its good to see the community offering advice to me and discussing the issue that's good to see. I did decide not to do the charge back but I am going to try to submit another ticket with a different topic to see if I can escalate the issue without it getting closed and merged I'll keep you all posted.
