Well, I got a response from Nexon.

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Rydian wrote on 2012-10-12 23:38

So I bought one of the two-seater thunder dragons last October, and when I realized they didn't come with armor (even though the description said they would) I sent in a ticket. The ticket went unanswered so long that Nexon stopped sending reminder e-mails... and then today I got a response.

Summary: They admitted the text was a mistake, but gave me a code for a set of armor anyways.

Full image below.
[spoiler]
[Image: http://i49.tinypic.com/314sbpw.png]
[/spoiler]

Still, 11 months is way too long of a turnaround time on a ticket, the game's still broken in lots of places and not fun for me anymore, so I'm not actually "back", I just figured I might as well let people know of the rarely-occurring "response" that the legends we heard as kids talk about.

EDIT: Oh, and I'm also curious if anybody else has gotten this sort of response, I wanna' know if it's a copy-paste, or if that e-mail body really was typed up just for this occasion.
Zyferous wrote on 2012-10-12 23:47

I don't see the problem here. Would you rather them not give you the armor? They are compensating you in the case that you bought the dragon for the armor, in which case they would have a very pissed off customer.

I got one of my tickets resolved today -- regarding broken ego reforges. They actually mailed me a reforge restoration kit in the mail, so I'm pretty happy about that. I filed the ticket about two months ago.

About two months ago, I was unjustly banned in nexon's banning spree. I sent in a ticket and a few days later I was unbanned.

I'd say nexon has been pretty good about their customer support recently, considering it used to take them a year to respond to a ticket and usually it didn't actually address the issue at hand.

Actually, you're lucky your ticket was answered at all, sometime in the summer they autoclosed all open tickets and encouraged people to resubmit them with the new system. (Which so far has been much faster)
Rydian wrote on 2012-10-13 00:03
You "don't see the problem" with a year's wait on a support ticket for a purchase?
Am I seriously reading that right?

I'm celebrating the fact that they actually responded. I could care less about the armor, their response is the best part of it... and the fact that it seems well-written and about my specific case is really shocking, almost as if it was personalized, which is a great touch. Getting that support e-mail really brightened my day, and I'm sad the ticket was closed so I can't send a thank-you to them for actually taking care of the problem long after it was sent.

However, a year turnaround time is atrocious. I don't know why Nexon gets away with it and other companies don't.
- If an ISP takes three weeks to install service, the customer gets angry and nobody blames them, the ISP is at fault.
- If Youtube took a month for uploaded videos to actually show on the site, nobody would use it.
- If somebody's TV service goes down on Wednesday and it takes the company until three Wednesdays later to fix it, there'd be complaints filed left and right.
- etc.
Yet somehow a year's wait on a support ticket is just fine, because it's an MMO?
That wouldn't fly in any other type of service-customer relationship.
Excalibur wrote on 2012-10-13 00:12

Took five months for mine, though this was for Vindictus.
[Image: http://puu.sh/1edUf]
Ninjam wrote on 2012-10-13 00:16

I got a response a few months ago about loosing nx to someone getting onto my account. They refunded the nx rather quickly, it only took them err 10 months!

Anyway, i think that one was actually hand-answered.
Milk wrote on 2012-10-13 00:42

Quote from Excalibur;962737:
Took five months for mine, though this was for Vindictus.
[Image: http://puu.sh/1edUf]

Wait... You got 10k nx for that??? I should have submitted a ticket when i did the same exact thing :/
frozenwilderness wrote on 2012-10-13 00:54

Quote from Excalibur;962737:
[Image: http://puu.sh/1edUf]

wat.
Rydian wrote on 2012-10-13 01:16

Hm, so it looks like the responses are being hand-answered?
I'm not spotting any of the usual Nexon copy-paste errors.
That's pretty impressive. I'm guessing from the incidents responded to they care more about NX-related things than people may think, assuming there's proper evidence.
pkMaster wrote on 2012-10-13 01:31

Man, I wish I had you guy's luck. I've tried sending tickets in the past, but they never get answered. And recently, I tried to send them 3 tickets for some "client ip blocked" error that I keep getting for my main account. All of them were auto-closed literally minutes after sending them. ~_~
Chaosruler wrote on 2012-10-13 02:14

[Image: http://i47.tinypic.com/2i9htg9.jpg]

funny thing is ... i fail for the first 2 month because i place it in the wrong category, then they close one of them because i forgot to place date/merge the two together so they though it was a duplicate ticket. Then the system deem the ticket too old and auto killed it :| ...

well at least it didnt reach a full year [as my first item lost was on the nov. of last year >.>]
Ceui wrote on 2012-10-13 03:24

[Image: http://i.imgur.com/wIx4p.png]

I was like, "YESH! Finally Work in Progress!" then I went nope.. Lost 5k NX and Abyssmal Cooking Pot during the game data failures that happened last September...
Sebbies wrote on 2012-10-13 03:56

[Image: http://puu.sh/1ehf5]

Happened because I beat the final ~2 years ago when quests weren't giving out rewards and stuff (wasn't aware that was happening, and jumped straight into the SM upon login). Maybe I'll get to finish C3 someday. ;_; [S]That'll be the day I come back to Mabi.[/S]

But I'm curious, has ticket support gotten any better since the autoclosing thing? If so I'll probably try one more time.
pkMaster wrote on 2012-10-13 05:39

idk, maybe? My tickets are still getting auto closed, so it's kinda fustrating. Especially when the current batch of tickets are related to an error that's essentially keeping me from playing the game.
Aubog007 wrote on 2012-10-13 14:40

Ticket process is going fine if you file the ticket right.
Zyferous wrote on 2012-10-13 15:03
Quote from Rydian;962733:
You "don't see the problem" with a year's wait on a support ticket for a purchase?
Am I seriously reading that right?

I'm celebrating the fact that they actually responded. I could care less about the armor, their response is the best part of it... and the fact that it seems well-written and about my specific case is really shocking, almost as if it was personalized, which is a great touch. Getting that support e-mail really brightened my day, and I'm sad the ticket was closed so I can't send a thank-you to them for actually taking care of the problem long after it was sent.

However, a year turnaround time is atrocious. I don't know why Nexon gets away with it and other companies don't.
- If an ISP takes three weeks to install service, the customer gets angry and nobody blames them, the ISP is at fault.
- If Youtube took a month for uploaded videos to actually show on the site, nobody would use it.
- If somebody's TV service goes down on Wednesday and it takes the company until three Wednesdays later to fix it, there'd be complaints filed left and right.
- etc.
Yet somehow a year's wait on a support ticket is just fine, because it's an MMO?
That wouldn't fly in any other type of service-customer relationship.
They get away with it because we let them get away with it.
Nexon has a pseudo-monopoly on these games that we're playing so it's not like they have any competition. If you want to continue playing the game, you continue supporting Nexon. Unless we somehow all decide to riot and boycott NX cash, it's never going to change. Your comparison to an ISP therefore makes no sense as an ISP has at least one or two direct competitors for their business. Same for youtube. Nobody would use youtube anymore because there are other sites that do the same thing. Same goes for TV. etc.

This is the exact reason why there are anti-trust laws in place, to prevent corporations from establishing a monopoly and treating the customers like crap.

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