hi there I made a support ticket a week ago regarding missing a character slot on the store it has listed 16/18 character slots purchased but I only have 1 character slot. I have contacted Live chat 3 times now to get ANY info what is happening I was told by the first agent that it would be a day or two, then got an email saying it would take up to 72 hours which is fine I donāt mind, but it has been a week and no one has reached out to me for this issue. It is very unprofessional. Even more so the support agentās have no control of anything in the game, so whatās the point of having them be support if they canāt do anything besides saying the same thing over and over and āescalatingā the issue. I am posting the Live Chat I just had below. ( not to mention when I open live chat half the time the Agent is AFK and never even does the Copy paste greeting).
You are now connected to Mike from Amazon.com.
Me [6:16:10 PM] : Issue: Lost Ark - In-game issues: Something Else
Mike [6:16:10 PM] : Hello, my name is Mike. Iām here to help you today.
Me [6:16:42 PM] : Hello I submitted a ticket regarding missing a character slot from store, about a week ago and originally the Support agent I talked to said it would take up to at most 72 hours for someone to reply back to me, but it has been a week and I havenāt heard a single thing. Can I please know whats going on, And to top it off I tried just now before talking to you an Agent started chat with me and never said anything I just sat there in silence
Mike [6:17:50 PM] : I am sorry for what you have been going through. I will check up on your ticket right now please bare with me I will not be long
Me [6:17:56 PM] : Ok thanks
Mike [6:23:00 PM] : Ok so I saw your ticket that you have with us and there is no update from the devs regarding this at the moment. From what I am reading here, a character slot ticket doesnt go into inventory and it isnt automatically applied. You have to go to your character selection page and manually click on a closed slot to use it which will then unlock it since you have purchased it
Me [6:23:31 PM] : Yes I know this the problem is I never received 2 I only received 1 , but the store took away 2
Me [6:23:53 PM] : I could use the first one no problem
Mike [6:24:16 PM] : I seeee ā¦ like in the store it states 18 max but there are only 12 max on character selection page?
Me [6:24:45 PM] : In the store is states there is 18 but available I have 16
Me [6:24:53 PM] : so aka 2 missing
Me [6:25:39 PM] : And the agent couldnāt check the records to see if I bought 2 and only received 1, or if I bought 1 and had 2 taken
Me [6:26:09 PM] : He told me to make a forum post with images also and I did but no reply on there either
Mike [6:27:39 PM] : Similar to this post on the forums here: https://forums.playlostark.com/t/1818-cā¦(See full link) ?
Me [6:28:06 PM] : Yes! this
Me [6:28:16 PM] : but that soltion is BS it doesnt do anything
Me [6:28:19 PM] : solution*
Me [6:29:12 PM] : like in that post the guy bought 3 got 2
Me [6:29:50 PM] : Where I bought I assume 2 and got 1
Mike [6:30:38 PM] : Understandable. If all basic ts does not work we would have to wait on the response from the devs. At present it is currently being reviewed but there is no response on the ticket made as of yet I am sorry about the inconvenience this is causing you. Your ticket number is V551463643 as I see you havnt gotten it before also
Me [6:31:27 PM] : Do you happen to have a manager I can talk to? ( itās 100% nothing you did) I just would like to speak with someone higher up
Mike [6:33:08 PM] : I am the last point of contact with regards to support I am sorry. I checked the tools etc but this would have to be reviewed by the devs as it is not something I am able to credit on my end at the moment
Me [6:34:12 PM] : Is there a way for me to contact the Devās?
Me [6:34:30 PM] : And bypass the support since they canāt assist
Mike [6:35:35 PM] : Posting on the forums would perhaps get a review from the mods or response from the mods if posted as a bug but I cannot promise this as there are a lot a lot. There is no direct contact to devs nor mods. But when escalated like how your issue has been escalated then we receive the response and it is communicated to you via email
Me [6:36:03 PM] : Alright Thanks for your time Mike I know it isnāt your fault.
Me [6:36:13 PM] : I hope you have a wonderful rest of your day
Mike [6:36:29 PM] : Thank you so much for your understanding and do have an amazing day too
Me [6:36:32 PM] : ty
Iām really sorry to hear about your situation with the missing character slot, I understand this kind of situations can be frustrating and to wait until a situation get fixed its sometimes not the best scenario.
At this moment your case was already escalated by the customer service team to the technical support team and its being reviewed at the moment but unfortunately I will prefer to not tell you an estimated time, since that would be speculation and we do have to wait until an update in your case for us to get back to you and make several other tickets will not make the process faster.
I do hope you can understand this and again Iām really sorry this is the case this time.
I hope you have a great day and see you in Arkesia!
The issue is this shouldnāt be so hard to get support for this game, half the time the support agentās just say " o sorry I canāt do that" and escalate to another team that we donāt have contact with. They need to give AGS more tools / permissions to acess certain things. Like they canāt even see what I spent royal crystals onā¦ If I buy something from AGS shouldnāt they have access to the info, or am I paying Smilegate this whole time and not AGS? Itās just all sorts of messed up
over 2 weeks and no info on compensation. This is ridiculous for a company as big as Amazon to have to make players wait this long for replyās. This is going to make me miss out on the new classes coming out probably. EXTREMELY UNHAPPY with Amazon Games, Imagine paying for something and not getting it only to be told they canāt do anything about it but itās a known issue ( according to the Support agent I talked to today) ā¦ He isnāt even sure they can compensate me for this issue but I have to continue waiting WEEKS to not even have a replyā¦
I actually have the same issue, shop says 15/18 what means i bought 3 character slot extensions, but in the character selection screen i can only see 8 character slots. One is missing for me aswell. I guess u dont know what to do now either rightā¦
Well over a month and I still dont have my character slot ticket I bought, Glavier came out and I dont have my character slot ticket ā¦ Contacted support AGAIN and Nothing this is literally insane. AGS support is a joke. Sorry Iām not trying to bash them but they canāt even send me a character expansion ticket after a month. Like always here it my chat log from the āsupportā agent.
You are now connected to John from Amazon.com.
Me [8:17:50 PM] : Issue: Lost Ark - In-game issues: Something Else
John [8:18:02 PM] : Hello, my name is John. Iām here to help you today. Are you contacting about new world or lost ark?
Me [8:18:08 PM] : Hello Iām following up on ticket V551463643
John [8:18:22 PM] : Sure let me check this for you ben.
Me [8:18:33 PM] : Been weeks and havent heard anything and the new class came out and I dont have character slots
John [8:20:28 PM] : Let me check this one for you ben. Allow me to have two minutes to check the ticket.
Me [8:20:32 PM] : ok thanks
John [8:22:42 PM] : By the way so you have 16 slots open right now ben?
Me [8:23:08 PM] : 10/12 it says on the store
Me [8:23:13 PM] : it was 16/18
Me [8:23:40 PM] : Basically missing a 2nd character slot ticket only received 1 , the store took 2
Me [8:24:43 PM] : and havenāt received what i paid for so I donāt want to buy another ticket because I never got the 2nd in the first place
Me [8:25:20 PM] : itās saying I bought 2 in the store but only gave me 1 ticket
John [8:25:45 PM] : Sure, let me check this one here for you ben thank you for the additional info.
Me [8:25:55 PM] : np thanks hope you can help
John [8:26:27 PM] : I will do my best here for you ben. Just stay connected please.
Me [8:26:33 PM] : will do
John [8:31:57 PM] : Alright, thank you for patiently waiting ben, i found the email here and the devs are now working on it, thank you so much for your patience
Me [8:32:18 PM] : Like there working on it right this moment?
John [8:33:19 PM] : Yes, currently working on it ben and i also added that you contacted us back for updates in this matter.
Me [8:33:42 PM] : So when will I be getting my character expansion ticket?
John [8:34:32 PM] : In this one there is no ETA for this update yet in the ticket but i have urged them to have this sorted out as soon as possible. And there is already someone assigned in the ticket that will reach you as soon as there is an update.
Me [8:34:43 PM] : Cause Iāve contacted you guys Many times but itās always they are working on it, itās nothing really hard i just need a character ticket sent to me via ingame
Me [8:35:32 PM] : I shouldnt have to wait over a month to get something I paid for
Me [8:36:31 PM] : and I know it not your fault personally, Itās just like this is insane to have to wait this long
John [8:37:13 PM] : I do understand you ben, and for this one i have made sure that this is now being taken care of and rest assured that someone will reach out to you as this has already been assigned.
Me [8:37:34 PM] : Alright I guess Iāll contact you guys again in a day or two
Me [8:37:58 PM] : Thanks for your help
John [8:39:00 PM] : Sure ben, anything else for the day?
Me [8:39:11 PM] : No thats all thanks
Still nothing Contacted support AGAIN and AGAIN and AGAIN. Why can I not just get my character slot I paid for??? You literally just have to send 1 character slot to me Iāve made forum posts like they said Waited ā72 hoursā WHICH IS OVER A MONTH in Amazon terms. And this new CS says wait " A couple more hours" like WHAT THE $%#^ . Iām about ready to quit this game because of this crap. Iām extremely patient but this is ridiculousā¦ AS ALWAYS here is the chat logs
You are now connected to Dilan Fabricio from Amazon.com.
Me [4:29:06 PM] : Issue: Lost Ark - In-game issues: Something Else
Dilan Fabricio [4:29:13 PM] : Hello, my name is Dilan Fabricio. Iām here to help you today.
Me [4:29:25 PM] : Hello Iām looking for an update on ticket V551463643
Me [4:29:39 PM] : Itās been over a month and It still has not been resolved
Dilan Fabricio [4:30:19 PM] : Allow me a moment to check all the information
Me [4:30:23 PM] : sure
Dilan Fabricio [4:34:14 PM] : Yes still no update allow me a moment to give a call out about this issue again
Me [4:34:20 PM] : Ok thanks
Me [4:35:11 PM] : I just think itās insane that I cant just get an item that I paid for I should not have to wait over a month for 1 item. I feel like no one is even doing anything about this issue
Dilan Fabricio [4:37:23 PM] : Lets hope good news soon
Me [4:37:57 PM] : yeaā¦
Dilan Fabricio [4:40:56 PM] : Lets wait a couple of hours for an answer !
Me [4:41:08 PM] : how long should I wait?
Dilan Fabricio [4:41:34 PM] : a couple of hours
Me [4:41:52 PM] : Ok should I contact back in a couple hours?
has you issue been handled? I bought 3 tickets a week ago and they disappeared. Support hasnāt responded yet and based on your experience, it looks like Iām about to be out 2400 crystals (24 USD).
