|
|
Review 2/19/2011
|
|
I've been playing Nexon games for almost two years now. I have always been a faithful paying customer, but I've slowly opened my eyes this past year to just how poor their customer support and services are.
Firstly, their customer support is a joke. They use bots to respond to tickets that you file with 'copy and paste' answers that are either normally not helpful in your situation or not even pertaining to your situation altogether. If your ticket isn't replied to (normally takes one week and up to one month or even longer!) then the bots auto-close tickets if you use specific words that Nexon feels would be a waste of their time to even read.
Next, they can not manage to keep up with the events that they release for their games. There seems to be alot of misleading, or not fully specified, rules or conditions for one to participate in the events. They constantly overlook accounts that have qualified for the rewards of these events and somehow give rewards to accounts that have NOT qualified. On one event I was not given rewards because they could not 'verify' my participation in it. This event was supposed to be verified by the company by checking each accounts log in/off information for specific amount of times and dates in order for one to qualify for the rewards. Even after I sent numerous tickets, was given the useless bot replies, and adding long waiting times for a response from an actual living person, they finally just stated my account couldn't be verified. I find this disappointing and shameful on their part if they can not keep proper records of this type of information when running events such as this.
There was another event they held at the end of 2010 in which any previous paying customer purchased their gaming money (called NX) anytime before December 2010 (and any new customer purchasing NX by the end of the month) would qualify for a free NX gift of a varying amount. Of course they had specific conditions that had to be met in order to get the free gift however they did not fully explain some of those conditions. At first only a small percentage of players received this gift NX by the the time stated that everyone was to receive it. After numerous customers started to complain in the forums as well as sending tickets, then the company stated it would take another 4 weeks until the rest of the players received the gift. Any tickets that were sent before the end of the 4 week period were auto-closed by bots and players received copy and paste answers replied to them.
This event was the worst I've seen in the two years that I have been a Nexon customer. There were many players who received multiple NX gifts for one account, received codes for the NX gift but when they tried to use the code it had stated 'already been redeemed', or players who received emails stating they were to get a certain gift amount but only received half of that stated amount when they redeemed the code. Then there were those of us who never received the gift at all with Nexon stating that our accounts did not qualify for the gift and they are not allowed to go into specifics as to why??? Only stating that the account is 'not in good standing'. Which brings me to my next complaint.
Nexon has a seriously poor online purchasing system for their online gaming money. They offer purchases through Paypal, debit or credit card, pay through your cell phone, and also have surveys that you can do in order to get free NX. I can't even count the amount of players who try to purchase NX or do the surveys to get free NX but they run into "Error: 0" on Nexon's site. Players have speculated that anyone receiving this error is due to Nexon banning them for fraudulent purchases. I only find this half true. There have been newer players as well as current players who receive this error when trying to make first time or repeat purchases. Then there are those who have had a billing dispute because during the purchase something has gone wrong and perhaps the customer receives the NX and the payment doesn't show up on their billing statement or there was a paypal error or bank error, it could be anything. Thus Nexon permanently bans that account from future purchases in fear that you are a criminal trying to swindle them.
There are many, many more issues this company needs to address, whether it be their horrible, uncaring customer support, unknowledgeable/miscommunicated GM staff, lag infested game play, hackers crashing the game which in turn causes players to lose in game items, or weekly maintenance that rarely addresses any known game play issues.
This company seriously needs to step up and reevaluate itself. Perhaps Nexon Korea should step in to do a whole turnover on the North America headquarters and employ a more competent staff there. From what I hear the Korean headquarters does a much better job overall.
If there was an option for giving this company zero stars instead of one then that is all they would get from me. The only reason I continue to play a couple of their games is that I enjoy being with friends on them. Due to their lousy support and services I am no longer a paying customer. If they can truly clean up their act then I might reconsider paying towards their games again sometime in the future but that is a HUGE might. (Even though I made paragraphs for my review it all comes out as one huge block of text.)
|
|
|
|
|
|
|
|