Trion ??? ummmmm

about a week or so ago right before Trion put coin lock in my account got hacked,, Ltols cash and every thing in his bank as well as the cash on both my crafting alts was taken ,, i petioned the matter in game and ended up spending a vary nerve racking 24 hour or so waiting for to hear from Trion. and not only did i hear back from them but they ended up replaceing all my stuff that was taken..

was thinking that was the end of the matter, problem was solved and i got my sruff back ,,, THANK GOD!!!

that is until a bit ago ... just logged out of the game to head for bed and thought id better check my email.. I found the following email from Trion awaiting me. Not sure why they chose to do what there doing ,, there not about to loose me a custumer, to dang hooked on the game and am a true trion faithfull but after the reading the below email all i can say is ,, WOW!!!!!!


Greetings Ascended,

Our goal here at Trion is to deliver the highest quality games and a superior customer experience.

Recently, you had to wait through an exceptional delay during the processing of your request for support — a delay that did not and will not meet our high bar for responsiveness. For that, you have our sincere apologies.

This is not the experience that you should expect from Trion Worlds. To help make up for the delay, we have:

1) Credited your account 30 days of play time.

2) Bestowed via in-game mail, to all your current and future characters, a full set of the special RIFT pre-order bonus weapon enchant runes that you may not have had previously.

No action is required on your end. These items and days of play time have already been added to your Trion Worlds account.

We know this does not entirely make up for the frustration you have encountered, but this is our way of thanking you for your patience.

Please know that Trion Customer Service will continue working tirelessly through our support requests. Between recently expanded Customer Support staffing and improvements in our own tools, we are on track to resolve matters more quickly in the future.

I want to personally thank you for your continued support of Trion Worlds, and I hope you continue to enjoy RIFT.

Best regards,

Craig P.
Director of Customer Service & QA
Trion Worlds



» Edited on: 2011-03-31 23:50:12

Dang Ltol, Its about time a company put some meaning into customer service! Trion continues to impress me. I am still amazed at how quickly they responded to player suggestions in Alpha.

» Edited on: 2011-04-01 00:16:50

That really is quite impressive. They didn't have to do this, but they went out of their way to make sure you know they care. Excellent customer service!

Interesting.

» Edited on: 2011-04-01 06:36:51

All I can say is... wow. Once again Trion steps it up not one, cut two notches in my opinion. Grats! Cinder

Very cool. Still waiting on those runes from buying the c.e. myself.

I got my hacked account issue resolved a few days ago and was greeted by one of these emails in my Inbox today. It took about a week from when I submitted a ticket to get my stuff back, and I honestly didn't consider that to be terribly long of a wait. So this kind of customer service response was just awesome and I'm really liking Trion right now =)

havent gotten the gems yet ,, then yet again i got a set of em when i bought my copie of the game so no biggy .. just checked my account and im set to reneal may 3 so i did get the extra 30 days,,,, so no complaints here ,,, then again i didnt have any complaints to begin with lol -)

This reeks of epic win. Bravo on Trion's part for stepping up to the plate. It's about time a company holds itself accountable for its actions. Gotta love these guys. *2 thumbs up!!*

Wow - the guys at Trion really are completely awesome. I'm glad you not only got everything back but then some - heck, I envy you the full set of preorder swag! :)

The difference between building Customer LOYALTY and mere customer satisfaction, helms off to Trion!

Holy ****! ÔÔ Now THAT is QA and customer support! Glad you got all you in game items back Ltol. Wish all other gaming companies would take their customer bases as seriously as Trion does. These guys definitely trashed the current standards and set a new bloody high bar.

I wonder if they are being selective in this. I thought this post might have been a joke at first but I saw reference to it on the forums as well. I hope I get a similiar email now. I had to wait 10 days for mine to be fixed.

» Edited on: 2011-04-02 07:23:03

Trion is in the entertainment business, which is more of a service business than a production business. It's Trion's intention to DELIGHT their customers with every transaction. When they fail to delight, like with your lengthy outage, they will find a way to OVERCOMPENSATE!!! Bashir, did you check your junk folder? If you cant find the email let me know ASAP.

» Edited on: 2011-04-02 11:16:59

I did check my junk folder and my account to see if I got extended. Nothing.

@ Mac do you work for trion ?? and do you work for there customer support area??? because i dont recall ever speaking with you about this matter so fail to see how you can claim any credit in helping me get my stuff back or the extra free month of play i got.

@ Ltol, I am not a Trion employee. I am a consultant and Trion is my only customer. I never suggested that they take care of YOU. I suggested they find a way to delight all of the customers who were inconvienced by this issue.

» Edited on: 2011-04-04 06:00:13

Boy, if Mythic/EA took care of their customer base like this we all may still be playing this game. Yikes. That's fantastic Mike. Looking forward to joining you guys one of these days.

Got it. Most excellent.

@ Bashir, I talked to CS this morning and they said the mixup was due to you having changed your email between the time when you created the ticket and when they launched the compensation program. Does that ring a bell now? Glad it was strightened out.

I thought that might have been a problem. I just changed it because of all the suggestions to do so.