Thread: Need some help.

"Thank you for your help request. This automated Email has been sent to let you know that we have received your help request, and you should receive a direct response from a Turbine In-Game Support Representative within 2-4 business days. While you are awaiting your response please feel free to search for an answer to your question(s) within our Knowledge Base."

The problem is there is no button like that and I have an issue where one of my chars never received their gift box. I just started to play them again and went to look for my box to click and noticed it was not there. I logged him on at 6 and at the place you come in at as a Hobbit.

How can I get my gift box that never came?

Thank you.

You might want to also explain what gift box you are talking about. What was it for? Why were you supposed to get it and how did you earn it? If it was me I'd have no clue what you were talking about.

Details- the more details that you give them about what you are talking about and what the problem is, the easier it is going to be for them to address your problem and fix it.

You can find a link to the Knowledge Base in my signature.

If you provide more details about your "gift box" someone may be able to provide additional guidance here.

You'll receive an email answer to your inquiry when they get to it in the queue.

The gift box is the one you get when you create any character and plop out into the world. The one you click and it gives you items and another box for the next level, etc... I never received that first box. You know the box that gives me a whistle for a 24 hour horse and all of those potions to help me level up. The boxes go to level 50.

Just wanted to add that I am a premium account, ex vip, that just purchased Turbine Points (do so semi regularly).

Originally Posted by Fallenandcantgetup

The gift box is the one you get when you create any character and plop out into the world. The one you click and it gives you items and another box for the next level, etc... I never received that first box. You know the box that gives me a whistle for a 24 hour horse and all of those potions to help me level up. The boxes go to level 50.

Just wanted to add that I am a premium account, ex vip, that just purchased Turbine Points (do so semi regularly).

Ok, silly question- you finished the newbie intro area, did the final quest in it, and then came out into the real world and received the "novice" trait and return home skill, correct? The gift box comes as a reward for finishing that same quest where you get the map and novice trait.

I have noticed that if you created the character before F2P you don't get a box, even if you never logged it in and completed the intro after F2P. If this is the case, I suggest that you delete and remake the character, it will only take a few minutes to run through the intro again.

Originally Posted by sirwillow

Ok, silly question- you finished the newbie intro area, did the final quest in it, and then came out into the real world and received the "novice" trait and return home skill, correct? The gift box comes as a reward for finishing that same quest where you get the map and novice trait.

Exactly but I never received the gift box but did get the items/skills you mentioned. This is why I needed help and was reporting the issue as well.

Originally Posted by Unique

I have noticed that if you created the character before F2P you don't get a box, even if you never logged it in and completed the intro after F2P. I suggest that you delete and remake the character, it will only take a few minutes to run through the intro again.

Naw, this was created after the f2p went live and besides I would think someone at Turbine could just as easily grab a level 5 gift box and send it my way (to the character that has the issue).

Basically this can be boiled down to just how good is Turbine's CS. I know when issues like this happened in EQ2 I had a remedy very quickly when I played it and I have to say the CS over at SoE are extremely top notch and considering I remember Turbine when they were just starting out I am wondering if they are still just as good as they were then with issues like this.

The other trick to do is remake the Toon if it a low level. Level 1 to 10 pritty easy to do.

Originally Posted by Fallenandcantgetup

Exactly but I never received the gift box but did get the items/skills you mentioned. This is why I needed help and was reporting the issue as well.

You didn't get the novice trait? Or the "return home" skill? That sounds to me like you didn't turn in the quest when you've finished the intro. You don't get them if you don't "finish" the quest from the intro in the real world.

Originally Posted by sirwillow

You didn't get the novice trait? Or the "return home" skill? That sounds to me like you didn't turn in the quest when you've finished the intro. You don't get them if you don't "finish" the quest from the intro in the real world.

As I said I have my skills and my trait (skill as in return home) just not my box. Seems CS is being a tad quiet all of a sudden which is a bit of a let down for me since I knew the old Turbine and knew what they could and couldn't do (was an Advocate in Asheron's Call back in the day) and something like this would/could have been easily taken care of.

Originally Posted by Fallenandcantgetup

As I said I have my skills and my trait (skill as in return home) just not my box. Seems CS is being a tad quiet all of a sudden which is a bit of a let down for me since I knew the old Turbine and knew what they could and couldn't do (was an Advocate in Asheron's Call back in the day) and something like this would/could have been easily taken care of.

Missed the part that you did get them. oops.

Give them time. As you can see by looking at the forum, there are a number of other things they are dealing with as well. If you've sent the email that Victorie mentioned, it can take a week or two for them to get to it, depending on how many they have lined up ahead of you.

I'm sorry, but we can't assist with account (or character) specific issues via the forums.

Often when the community is giving helpful information and/or asking pertinent questions, we won't comment.

To be honest, your best bet is probably to submit a in-game help ticket. If you can't, they may be limited in the support they can provide via email. However, it looks like there's some great advice in this thread too for things to check.

Originally Posted by Victorie

I'm sorry, but we can't assist with account (or character) specific issues via the forums.

Often when the community is giving helpful information and/or asking pertinent questions, we won't comment.

To be honest, your best bet is probably to submit a in-game help ticket. If you can't, they may be limited in the support they can provide via email. However, it looks like there's some great advice in this thread too for things to check.

Well, you let me down but I now know where you stand because I have checked all of that but a game, and consequentially the company running the game, will not help a paying customer with something this trivial then it shows just how bad that company has become. There is no in game help stuff and when I use the only available things offered to me they will not help me either.

You know when I was a VIP I had two issues and the GMs that I received in the game, when I pressed that magic button, were so inept that I had to ask how they received that position. To this day I still have one of them logged who was flatly incorrect. I now see that the issue goes all the way to Turbine itself.

Originally Posted by sirwillow

Missed the part that you did get them. oops.

Give them time. As you can see by looking at the forum, there are a number of other things they are dealing with as well. If you've sent the email that Victorie mentioned, it can take a week or two for them to get to it, depending on how many they have lined up ahead of you.

Email was replied to and told me I had to press the Submit a Ticket button. I told them I do not have that button and they replied that I just will not receive any help then. Problem is that the GMs in the game are inept from the two previous times I have dealt with them anyway so even if I were a VIP I would still be in the same boat.

Originally Posted by Fallenandcantgetup

Email was replied to and told me I had to press the Submit a Ticket button. I told them I do not have that button and they replied that I just will not receive any help then. Problem is that the GMs in the game are inept from the two previous times I have dealt with them anyway so even if I were a VIP I would still be in the same boat.

What I'm seeing as part of the problem- non paying customers (and if you're not VIP then you are currently a non-paying customer) do not have the in-game help systems that VIP does. That's part of the deal- you don't pay then you don't get the paid help. At this point you're not a paying customer. Sorry.

Second, throughout all of this, you've been, shall we say, not the most cooperative. On the thread in General Discussion and this one, it's been short on details, short on what the real problems are and what needs to be done, short on what you've done already, but quick on demanding fixes and complaints about incompetence.

I understand you have had an issue. I'm sorry. Bugs happen. That's a fact of life in computer games. I don't know what you sent in your email, but if it's at all like what you sent here you probably didn't even give them enough information in it to be able to attempt to fix what your problem was. And then to accuse them of being incompetent because you didn't give them that information, and because they won't give you paid service when you aren't paying, well, unfortunately you're not going to come out on the winning end on that one.

All that to say, those gift boxes aren't important, there isn't anything necessary in them, and when I've had them most of the stuff in them ended up getting trashed anyways. It certainly shouldn't be to the point of being game breaking.

Originally Posted by sirwillow

What I'm seeing as part of the problem- non paying customers (and if you're not VIP then you are currently a non-paying customer) do not have the in-game help systems that VIP does. That's part of the deal- you don't pay then you don't get the paid help. At this point you're not a paying customer. Sorry.

I purchased TP so they received my money. That should be worth better CS than I received...which was none so far.

Originally Posted by sirwillow

Second, throughout all of this, you've been, shall we say, not the most cooperative. On the thread in General Discussion and this one, it's been short on details, short on what the real problems are and what needs to be done, short on what you've done already, but quick on demanding fixes and complaints about incompetence.

What is it that you want? You are not CS and if you think I am going to mention my char's name out in the open then you are whacky. I gave the details that my char was created and I do not have my gift box so what else needs to be said? CS can pm me or email me to ask me the char's name and from there they can easily see what the character has and does not have (as in the missing box). The real problem is that I did NOT receive that which I should have and that is a bug. Bugs happen, as you say, but a Customer service representative should easily remedy by giving me a gift box to that char.

What I said about incompetence is mirrored and echoed throughout the community when I brought this issue up in world chat and in kin chat. VIP and premium alike they hate the CS, or lack of it, that Turbine offers.

Originally Posted by sirwillow

I understand you have had an issue. I'm sorry. Bugs happen. That's a fact of life in computer games. I don't know what you sent in your email, but if it's at all like what you sent here you probably didn't even give them enough information in it to be able to attempt to fix what your problem was. And then to accuse them of being incompetent because you didn't give them that information, and because they won't give you paid service when you aren't paying, well, unfortunately you're not going to come out on the winning end on that one.

Nope, you don't know and that is a good thing.

Originally Posted by sirwillow

All that to say, those gift boxes aren't important, there isn't anything necessary in them, and when I've had them most of the stuff in them ended up getting trashed anyways. It certainly shouldn't be to the point of being game breaking.

That is your opinion but that does not negate the fact that this is the worst CS I have ever received and I am not the only one either (this includes your VIPs too).

Fallenandcantgetup,

From what I have seen, all of this comes down to your access to your access to in-game support. If you do not have a "Submit a Ticket" button, then you are not entitled to in-game support. As a premium player you only qualify for support for 30 days after you purchase TP. If you are outside of this window, then you will not see a "submit a ticket" button. We can only research your inquiry if you qualify for our in-game support.

I am sorry to hear that you did not get your in-game gift box, but this is not an issue that customer support can assist with on the forums or via email.