Current location:	home
Current mood:	aggravated
Entry tags:	customer support, mabinogi, mmo, nexon

Nexon's crappy customer support
Because Nexon does not trust their customers (I don't blame them; I've heard of gold farmers), they impose a limit on the amount of points a person can charge by PayPal.  For first-timers, this limit is 30,000 points ($30 worth).  This limit gets doubled every six weeks if there are no chargebacks and other such fraud because as time goes on and you purchase more points with no problems, they deem you more trustworthy.  This poses a problem to people using Mabinogi's Fantasy Life Club service because the service lasts 30 days and costs 14,900 points.  Sure, you might say, "Oh well, the limit's just perfect then!"  Yeah...only if you didn't rebirth or make other characters because those things cost additional points.  So I tried to get my limit lifted or increased, but I expected them to say no and resigned myself to ordering cards off Best Buy's website.  What I didn't expect was a total ignorance.

My first letter:

I know the limit was implemented to prevent fraud from gold farmers and that the limit is increased with time, (and after this month, this will not even bee an issue because I will have gotten the multiple character creations out of the way), but I was hoping I could implore you to raise the limit in this case.

I will again be able to purchase Nexon points on 5/11, however by then, the Fantasy Life 30 day service will have been expired for some days and I really enjoy that service.  Also, I wanted to create one more character, but because of the limit, was not able to purchase another character creation card.

I also have a question about the 30 day Fantasy Life service.  Does it stack or overwrite?  If someone purchased the service right now and then again tomorrow, does that person have 60 days worth of service or just 30 and one day?

Their response:

Greetings,

Thank you for contacting Nexon America's Customer Support team.

Thank you for your suggestions. Please be sure to use the Feedback category when submitting suggestions. You may also want to post your ideas on the forums. Thank you for being an active member of the Nexon community.

Also for any information on Cash Shop items please refer to our website MapleStory.Nexon.net.

Sincerely,

GM <this space was intentionally left blank>
Nexon America, Inc.

I wasn't aware that asking questions was feedback.  I thought feedback consisted of comments and opinions and things like that.  My mistake; I obviously need a dictonary.  I also wasn't aware Maple Story's site could answer questions about Mabinogi; I should check that out immediately.

Hey, Maple Story's site didn't answer my question at all about whether Mabinogi's 30 day service stacks or overwrites!  Also, an online dictionary seems to define feedback as the same thing I always thought it was.  Well, let me try again.

My letter:

Excuse me, but I wrote the following the other day:

***
I know the limit was implemented to prevent fraud from gold farmers and that the limit is increased with time, (and after this month, this will not even bee an issue because I will have gotten the multiple character creations out of the way), but I was hoping I could implore you to raise the limit in this case.

I will again be able to purchase Nexon points on 5/11, however by then, the Fantasy Life 30 day service will have been expired for some days and I really enjoy that service. Also, I wanted to create one more character, but because of the limit, was not able to purchase another character creation card.

I also have a question about the 30 day Fantasy Life service. Does it stack or overwrite? If someone purchased the service right now and then again tomorrow, does that person have 60 days worth of service or just 30 and one day?
***

And received this reply:

***
Greetings,

Thank you for contacting Nexon America's Customer Support team.

Thank you for your suggestions. Please be sure to use the Feedback category when submitting suggestions. You may also want to post your ideas on the forums. Thank you for being an active member of the Nexon community.

Also for any information on Cash Shop items please refer to our website MapleStory.Nexon.net.

Sincerely,

GM <this space was intentionally left blank>
Nexon America, Inc.
***

Did anyone actually read my inquiry as the reply did not address my questions and was not even referring to the same game? I would like my questions answered by someone who actually read my inquiry, please.

Nexon's response:

Greetings,

Thank you for contacting Nexon America's Customer Support team.

PayPal is a different company then Nexon so any limitations would have to be resolved with them. Also any information needed on cash shop items are on the website MapleStory.Nexon.net, there is the limitations and requirements for various items. Thank you and if there is anymore questions please feel free to let us know.

Sincerely,

GM <this space was intentionally left blank>
Nexon America, Inc.

Why on earth are we still talking about Maple Story?!  Does this GM even know how Nexon works?  I am talking about the 30,000 point limit to prevent excessive chargebacks, not any limitation on Paypal's part!  Will this thing even get resolved before my service ends?!

Another letter from me:

I feel as if I am talking to a wall. Can someone other than GM <this space was intentionally left blank> please read my last two tickets and answer my inquiry correctly? I'm sure GM <this space was intentionally left blank> is a pleasant enough person, but he or she does not seem to be reading my inquiries carefully enough.

First of all, GM <this space was intentionally left blank> keeps referring to Maple Story when my questions are about Mabinogi. Second of all, I am not referring to limitations on Paypal's part when it comes to purchasing points; I am talking about the limitation of 30000 points I am able to purchase with Paypal tied to my account, which means that I will not be able to purchase the 30 day Fantasy Life Club until a week its expiration. I hear that this can be bypassed with Nexon cards, but these cards are hard to find.

Third of all, the question about whether or not the 30 day Fantasy Life service stacks or gets overwritten was ignored.

Please for the love of all that is holy, someone who shows that they understand what I mean and does not have an obsession with Maple Story please answer this.

Added as a comment to the still open ticket after some thought:

Just to be absolutely clear (in case closed tickets are not allowed to be viewed by other GM's), there is no limitation on Pay Pal's part; the limitation I am referring to is on Nexon's part. Nexon allows first time point buyers the opportunity to only purchase up to 30000 points by Pay Pal to prevent fraud resulting from chargebacks. This amount doubles over time, and for me, this will be on 5/11. However, my Fantasy Life Club service ends on 4/26 and without the ability to purchase more points, I will not be able to partake in the G1 quests that I have been enjoying. I would like to either have this limitation raised enough so that I can purchase more points for another 30 days of service when the current service expires, or the have the date when the limitation is raised brought to sometime before 4/26.

I am still awaiting a response on whether or not the 30 day service stacks or overwrites as Mabinogi's site (nor Maple Story's site, as GM <this space was intentionally left blank> is so fond of referring me to) does not give me this information.

Can't wait for their next response; either I'll have something amusing to tell my friends about or I actually get a question or two answered.