Support is a joke

(universityLodge) #1

Support is a joke
I got this email to help me with my error’s " support@wellbia.com "
I started to contact them and they completely ignore what I have to say and just copy paste the same email back.

They keep sending this as a solution :

Dear Customer
This is Support team of Wellbia.com Co., Ltd.

I am apology your inconvenience.

Please, follow the steps as below for solve your problem.

  1. Install an anti-virus program and have complete update, and scan your PC.

  2. Please, delete xmag.xem file and start game that located same as xigncode.log file.

  3. Reboot your PC and start game.

Please, send us the xigncode.log file even the steps are not working your case.

Thank you.

I already responded three times with that I own an paid anti virus scanner and anti malware, that I did delete the file and rebooted my computer.
I get the same email as a response. They don’t even read what you have to say.

Now they are not responding to me at all anymore and I have been polite in all emails.

To anybody who wants help from these guys, save yourself the time and do something else.
They don’t want to help. If they did then they would take the time to actually read the emails.

/rant

(universityLodge) #2

Note: I added the xigncode.log file in every response.

(immenseWalnut) #3

Ha, makes me think of the Occulus Rift South Park episode :slight_smile:

‘Did I answer your questions satisfactorily? Did I give good customer service?’

(Szakalot) #4

Its Asian-English :tongue:

(immenseWalnut) #5

That doesn’t mean it has to be shit.

(MattjA) #6

This can’t be legit right? Is it actually acting as a professional body to aid people in their woes?

(Szakalot) #7

That doesn’t mean it has to be shit.

[/quote]

English of Asians can be as good as anybody. Asian-English… not so much : )

(universityLodge) #8

[quote=“immenseWalnut;12368”]Ha, makes me think of the Occulus Rift South Park episode :slight_smile:

‘Did I answer your questions satisfactorily? Did I give good customer service?’[/quote]

Haha, had a similar thought ^_^.

Yep this is really 100% legit sadly :frowning:

(Eox) #9

I really hope that this is a bot malfunction or something. No way someone like that would stay at any competant customer support service, it would harm Splash Damage too much.

(Ribero) #10

Coming into this thread, I was expecting something about Nexon or SplashDamage customer service or something.

I thought Wellbia were the guys behind the Xgincode3 thing, and not really anything to do with SplashDamage?

I could be completely wrong though.

(universityLodge) #11

[quote=“Ribero;12412”]Coming into this thread, I was expecting something about Nexon or SplashDamage customer service or something.

I thought Wellbia were the guys behind the Xgincode3 thing, and not really anything to do with SplashDamage?

I could be completely wrong though.[/quote]

Hmm you might be completely right.

(Meat) #12

well good luck with the email tech support. But you should try it anyways. You should be addressing your problem to nexon not Wellbia.

(Nail) #13

use Nexon support not xignpoop

customersupport@nexon.net

(universityLodge) #14

I did also contact Nexon support about a week ago and still haven’t gotten a response yet.

I got that email from the error window that popped up after the game closed.

(universityLodge) #15

Sorry to double post but I still have not got a reaction from Nexon Support and support@wellbia.com , the support that Nexon gave me is not responding at all. So how am I supposed to get support if support is not even responding?

*My emails are all in polite and perfectly readable English.

(CC_FANG) #16

universityLodge, is it just that you can’t stay in the game, the AC kicks you out?
Also, moving to tech support.

(universityLodge) #17

Yes, I can not stay in a game for longer then 5-10m. Very rarely it let’s me play and does not kick me but that is 1 out of 10. Most of the time the AC kicks me and tells me to contact support@wellbia.com with the crash log. Which I do. And then the ignoring game starts.

They responded once with a very very bad email with tips that were useless as seen in the OP.

(CC_FANG) #18

Let me see if I can get some sort of answer for you this coming week. I saw the response you got :frowning:
It sounds like something may need whitelisted that’s on your PC, just at first glance.
Hang in there, I’ll do my best to help :slight_smile:

(universityLodge) #19

[quote=“CC_FANG;13629”]Let me see if I can get some sort of answer for you this coming week. I saw the response you got :frowning:
It sounds like something may need whitelisted that’s on your PC, just at first glance.
Hang in there, I’ll do my best to help :)[/quote]

Thanks so much! If you need any information from me then I will assist right away.

(EvoSteven) #20

On the topic of support being a joke, yea, it kind of is that way it seems. I’ll quote myself here:

[quote=“EvoSteven;13473”]
I’ve been suspended since yesterday, so far what I’ve tried:
steam forums --> no response (from a dev atleast)
nexon forums (these forums) --> similar cases found, no response to any of them
nexon dirty bomb support page --> not active yet, chat is offline, tells me to e-mail them
e-mail --> no response
stream --> no real help and a pun (to be expected but eh, got desperate)
Twitter “@DirtyBomb” --> no response
Twitter “@splashdamage” --> redirected me to Facebook
Facebook --> sent a message 2 hours ago, so far no response.

I know the game isn’t out yet but it seems like you can’t actually get any help when it comes to things like these. Customer support is basically non-existent.
At this point, ANY help would be appreciated…

And we all know that the regular gamer doesn’t go through 8 different points of contact.[/quote]

My problem which was being suspended because of the use of a third-party programs (which is not true, game worked fine before patch) has been resolved now because of the timer expiring. I waited 48 hours to be able to play again due to a bug. No help from anywhere, did not get a response on Facebook either.

And me getting unsuspended is probably the least of their worries.
But fixing this bug so that in the future other people don’t get randomly suspended (which has been the case) is quite important, but alas.