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Unable to buy more Cartel Coins

STAR WARS: The Old Republic > English > Customer Service
Unable to buy more Cartel Coins
First BioWare Post First BioWare Post

Lyshar's Avatar


Lyshar
01.27.2013 , 02:25 AM | #121
It's not BioWare's fault really, this is all EA. Things started going downhill for BW the moment EA took over. The NU2001 was there long before SWTOR, if I understand correctly from the old thread it might have been created by EA back in 2001 or so. And EA has done nothing trying to fix it or at least gave up trying ages ago, they just added the problem onto BW's plate, who just aren't in any position to fix the mess as it's EA's coding.

That said it's important to know a few things.
  • Buying too often in a short period of time is supposed to give a 24 hour lockout.
  • The lockout ISN'T a mere 24 hours, it's until you call them and are lucky enough to get it fixed.
  • If you buy too much in a short time it's not just the card that's blocked, it's the account. Every other card you attempt it with that you then try to use on a different account may lock that account as well.
  • People deserve a clear warning of this before they buy coins, that is the least BW could do. PUT IT ON THE PAGE WHERE PEOPLE BUY, IN BIG BOLD LETTERS AND/OR GIVE A MASSIVE POP-UP YOU HAVE TO AGREE TO FIRST. That may reduce dissatisfied customers because we all know EA will never ever fix their messes, and it may reduce the burden on phone support, meaning waiting times may be shorter in the future.
  • That said, to everyone that reads this I suggest buying at most one time per day to avoid issues (don't know if that helps though).

Personally I only bought once so far (and used it to get full inventory and banks account wide, that may not be possible with just one pack for much longer), which was only possible after the preorder came for me. Most items in the cartel market are an insult, and not buying coins for virtual gambling.

If they actually add things that I don't see as a waste of coins I may actually buy more often, but with a mess like this I'll be sceptical forever, how do I know it's really about daily purchases? For all I know it may lock on the second purchase already, obviously customer support is kept in the dark as well (either that or they are told to lie, I prefer to think EA refuses to tell them everything).

lordmazley's Avatar


lordmazley
01.27.2013 , 03:07 AM | #122
Quote: Originally Posted by Lyshar View Post
It's not BioWare's fault really, this is all EA. Things started going downhill for BW the moment EA took over. The NU2001 was there long before SWTOR, if I understand correctly from the old thread it might have been created by EA back in 2001 or so. And EA has done nothing trying to fix it or at least gave up trying ages ago, they just added the problem onto BW's plate, who just aren't in any position to fix the mess as it's EA's coding.

That said it's important to know a few things.
  • Buying too often in a short period of time is supposed to give a 24 hour lockout.
  • The lockout ISN'T a mere 24 hours, it's until you call them and are lucky enough to get it fixed.
  • If you buy too much in a short time it's not just the card that's blocked, it's the account. Every other card you attempt it with that you then try to use on a different account may lock that account as well.
  • People deserve a clear warning of this before they buy coins, that is the least BW could do. PUT IT ON THE PAGE WHERE PEOPLE BUY, IN BIG BOLD LETTERS AND/OR GIVE A MASSIVE POP-UP YOU HAVE TO AGREE TO FIRST. That may reduce dissatisfied customers because we all know EA will never ever fix their messes, and it may reduce the burden on phone support, meaning waiting times may be shorter in the future.
  • That said, to everyone that reads this I suggest buying at most one time per day to avoid issues (don't know if that helps though).

Personally I only bought once so far (and used it to get full inventory and banks account wide, that may not be possible with just one pack for much longer), which was only possible after the preorder came for me. Most items in the cartel market are an insult, and not buying coins for virtual gambling.

If they actually add things that I don't see as a waste of coins I may actually buy more often, but with a mess like this I'll be sceptical forever, how do I know it's really about daily purchases? For all I know it may lock on the second purchase already, obviously customer support is kept in the dark as well (either that or they are told to lie, I prefer to think EA refuses to tell them everything).
If that's the case I'm going to be really ticked off. I hope mister yellow can confirm that. I do find the whole if you are lucky part hilarious tho.

Lyshar's Avatar


Lyshar
01.27.2013 , 03:37 AM | #123
I've been keeping up with this topic since everything was giving me general errors, and that is simply what I conclude from everything people are saying, customer support and players alike. Mostly from the old thread after customer support stopped replying in there.

I just hope they can give people a heads up soon, this is an issue that will only get bigger if they don't. I think preventing more people running into this is better customer support than just telling everyone to call support... Especially as sending in a ticket should be enough to look into it and fix it, all the needed information is already available then afterall.

What if someone would send in a ticket saying "NU2001"? It's a known issue, so forwarding it to the right department should be enough for them to fix it. Making people call mindless helpdesks programmed to blame the customers or their banks is annoying people, making them lose customers. I called them once on a different matter, I don't want to be blamed for their broken systems again.

Other people may be less persistent than I was when I called, so they might have stopped after the first rep, go to their bank, see it wasn't their problem and not bother to call customer support again. Might make people more likely to leave if treated like small childeren.

IngeDanielsen's Avatar


IngeDanielsen
01.27.2013 , 03:54 AM | #124
Quote: Originally Posted by Lyshar View Post
It's not BioWare's fault really, this is all EA. Things started going downhill for BW the moment EA took over. The NU2001 was there long before SWTOR, if I understand correctly from the old thread it might have been created by EA back in 2001 or so. And EA has done nothing trying to fix it or at least gave up trying ages ago, they just added the problem onto BW's plate, who just aren't in any position to fix the mess as it's EA's coding.

That said it's important to know a few things.
  • Buying too often in a short period of time is supposed to give a 24 hour lockout.
  • The lockout ISN'T a mere 24 hours, it's until you call them and are lucky enough to get it fixed.
  • If you buy too much in a short time it's not just the card that's blocked, it's the account. Every other card you attempt it with that you then try to use on a different account may lock that account as well.
  • People deserve a clear warning of this before they buy coins, that is the least BW could do. PUT IT ON THE PAGE WHERE PEOPLE BUY, IN BIG BOLD LETTERS AND/OR GIVE A MASSIVE POP-UP YOU HAVE TO AGREE TO FIRST. That may reduce dissatisfied customers because we all know EA will never ever fix their messes, and it may reduce the burden on phone support, meaning waiting times may be shorter in the future.
  • That said, to everyone that reads this I suggest buying at most one time per day to avoid issues (don't know if that helps though).

Personally I only bought once so far (and used it to get full inventory and banks account wide, that may not be possible with just one pack for much longer), which was only possible after the preorder came for me. Most items in the cartel market are an insult, and not buying coins for virtual gambling.

If they actually add things that I don't see as a waste of coins I may actually buy more often, but with a mess like this I'll be sceptical forever, how do I know it's really about daily purchases? For all I know it may lock on the second purchase already, obviously customer support is kept in the dark as well (either that or they are told to lie, I prefer to think EA refuses to tell them everything).
Does it really matter which of these two companies that are to blame?
The problem with Cartel Coins will not be fixed for that reason, and it gives us no better reason to continue to support them.

Lyshar's Avatar


Lyshar
01.27.2013 , 06:21 AM | #125
Quote: Originally Posted by IngeDanielsen View Post
Does it really matter which of these two companies that are to blame?
The problem with Cartel Coins will not be fixed for that reason, and it gives us no better reason to continue to support them.
For the bottom line it won't matter, it'll never really get fixed. But it may help to understand why it won't be fixed. I'm not saying we should mindlessly accept it, which is why people (not just me, read both threads) want there to be a warning before buying coins.

It will never get fixed, so people need to be given the service of being able to prevent being locked out themselves. If the people that mentioned they'd leave when they can't resub and won't call support are serious, then they are already written off. But that will only get wose as more people run into the issue, which can be easilly reduced by throwing in a warning before you make the purchase.

I suppose I should stop referring to any part of it as BW soon, but when I just call it EA, then it should be getting time for me to leave. So I like to hold on to the parts that are BW for as long as I feel I can, so I must try to have faith that they are at least smart enough to put up a warning... And not one hidden away in the help center where most don't look until it's too late, if at all.

It's in your own best interest to warn your customers before they run into the problem!

Lannithora's Avatar


Lannithora
01.27.2013 , 06:40 AM | #126
A warning would be nice also a online fixer or unlock would be best due to some people living in very distant countries and are unable to pay for the long distance calls

Like me for example in New Zealand with the worst telephone and Internet prices

lordmazley's Avatar


lordmazley
01.27.2013 , 11:36 AM | #127
It's pretty freaking bad that a company like ea or bw don't have toll free numbers. Hell bioware is a Canadian company and we gotta call long distance pretty bad if u ask me.

AmyJordan's Avatar


AmyJordan
01.27.2013 , 11:44 AM | #128
Still none on this account...

Zaknaffien's Avatar


Zaknaffien
01.27.2013 , 01:36 PM | #129
I believe it should be the DUTY of BW and/or EA to FULLY explain WHAT is going on and WHAT they are doing to fix this issue. This has been going on for me for over a week now.
To be the man you have to beat the man.

lordmazley's Avatar


lordmazley
01.27.2013 , 02:39 PM | #130
Quote: Originally Posted by Zaknaffien View Post
I believe it should be the DUTY of BW and/or EA to FULLY explain WHAT is going on and WHAT they are doing to fix this issue. This has been going on for me for over a week now.
apparently we have to call and wait for god knows how long. Then be told they can't do anything and then they escalate it to someone higher up. As someone who worked in a call center doing tech support this is how it works.

Tier 1 - usually ppl they just hired and get about a month worth of training. Usually can fix problems but if they can't they go up to the next tier

Tier 2 - been with the company for a bit know the ins and outs on what they are dealing (most of the time). If they can't fix it then they have to go to someone else that usually takes a few days. Usually they will give you their phone number with ext or an email address to further communicate with you.

Now from what I get EA/Bioware doesnt do this cause nothing is usually fixed. So I to would like an explanation on is going on and what they are doing to fix it. Cause I know how support works and this is not good support