I'll keep the back story short because I know some of you are tired of hearing me rant on about Wizard101 and all their greatness, but they have hands down the best online customer service I've ever had the pleasure of dealing with. I was bent of crafting one of the hardest items in the Spiral because I had hit the level cap and was waiting on all the new releases for this spring and summer. Well it took me over a month but I finally farmed enough reagents to craft it (woohoo). I go to my designated crafting area and clicked the button. Simultaneously I get an error message saying the servers are down for maintenance and I get booted off. Well, that was no fun. Long and short of it is I log back in and lo and behold, no item, the reagents are gone, and one of my crafting slots has a cool down timer ticking, indicating I just crafted something. But where are my spoils? Where did all my hard work go? Gone. All that time and effort and gold (in game currency) just wasted on an untimely server crash.
Needless to say I was livid, or heart broken, I couldn't decide. Either way I was none too pleased. After I calmed down and regained composure from my all powerful nerd-rage, I did what any gamer would do... scurried over to the forums to complain! I went to the proper page and posted a new thread about my misfortune in hopes someone would take pity on my poor soul or rant and rave about the same issue. Not two hours later a forum administrator had posted a reply, she goes by Professor Greyrose, which was odd to be because that is one of the NPCs in the game. But here is how the next few days went:
Professor Greyrose
Administrator
Oh dear! Please contact Mr Lincoln
through either the Help & Support link on the left, or directly through
email at support@wizard101.com
". . . with Persistence, Victory is assured"
Lydia Greyrose
Professor of Ice Magic
Hi there,
Please let me know your username and character name and I will
send this to the Senior Wizards to investigate.
Regards,
Mr. Lincoln
Ravenwood School of Magical Arts
PS: While you're in the waiting
room, please peruse some fascinating reading material:
https://www.wizard101.com/guide
I sent my information along with an almost exact time as to when the incident occurred (thanks to my cool down timer) and waited. And waited. And got nervous when I didn't hear anything after twenty four hours. I just thought to myself, "great, another lost cause in the customer service department." then it happened. The huge update for the advanced pet system went live. Half a day later I get this in my inbox:
Hello!
I'm sorry for the delay, I'd like to confer with our Senior Wizards on this matter. Please give me just a little bit of time.
Thank you for your patience,
Regards,
Mr. Lincoln
Ravenwood School of Magical Arts
Hello and thank you for contacting Wizard101 Support!
We are very sorry for the poor timing and loss of your reagents. I've gone ahead and given you the following back.
Crystal Vial 1
Ore 80
Fossil 30
Scrap Iron 25
Black Pearl 15
Leather Straps 48
Shadow Oil 4
Let us know if there is anything else we can do for you.
Sincerely,
The Senior Wizards
KingsIsle Support
2 comments:
First of all I would like to thank you for helping me find the amazing world which is wizard 101 I never heard of it until I read this blog and i'm glad I took the time to read your review on the customer service because not only am I excited about having a fun new game to play I know that the customer support will be awsome aswell I was a little annoyed about the names though I thought Ashley was fairly common but it wasn't there for choice unlike the ever so popular name Austin! so blaze ashheart it is lol
Awesome! I'm so glad you've joined up with the millions who play W101. Hope you are enjoying it as much as I do, and feel free to message me if you ever have any questions. www.wizard101central.com and of course www.wizard101.com are both amzing places for information, hints, and tips for your journey across the Spiral!
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