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werk
06-11-2009, 08:54 AM
Is there still a customer support phone number we can call?
I found one in the knowledge base, but it rings to a fax machine now.

I have requested a server migration and the team is asking for my account info which seems suspect, especially so soon after the June 1st announcement by turbine...there it is posted above this forum "REMEMBER: DO NOT SHARE YOUR USERNAME AND PASSWORD WITH ANYONE!"

That group is only replying with the same message over and over, so I need to contact someone at Turbine that is able to communicate in English.

Thanks for any direction,
Werk :mad:

Victorie
06-11-2009, 11:43 AM
I'm happy to confirm that all of our support (Accounts, Tech, Premium Services and In-game) speak English and are based in the same location in the US.

We have changed our support pages, so I'm guessing the number you have may be an old one. You can find a current number on the Account Management support page, and there's a link for that in my signature. The phone number and hours are also listed there.

You can share your username with Turbine employees, and with forms submitted to Turbine. The Premium Services department needs the username to charge for the Premium Service, as well as confirm account and character details. You should not share your username with anyone else, and you should never share your password with anyone. No one at Turbine will ever need your password to assist you.

Regarding your transfer, I can tell you that current turn around for all Premium Services is about 2 weeks. This is due to the large volume of requests we currently have. Please note that Premium Services are generally not processed on the weekends or US holidays, and cannot be processed during downtimes - character transfers & renames can't be done if the worlds are down. However, if you contact the Account Management department, they can confirm if the request was received.

You'll receive an email confirmation once it's been processed. In the meantime, feel free to play any other characters on the account. You can even play the character you want to transfer, but we recommend not doing so Monday-Friday between 9am and 9pm Eastern. That's when premiums are processed, and if you're logged in and miss the tell asking you to log out, it will delay the process.

werk
06-11-2009, 01:19 PM
I rate your premium services at an NPS of 2 and declining.

Thanks for your assistance, I'm sure it has cost your company more than the request could have possibly generated.

Good day.