General

[quote=PaniniSandwich]That's not nice :l & they're not [i]not[/i] monkeys!~ :l[/quote]

gey </3

It took 10 minutes to connect to a GM, unfortunately the GM couldn't do anything for me and asked me to contact the Billing department via email... Nice guy though.

@SilverFoxR:

When I click on it, it directs me to Nexon's main page? I also don't have a prompt.

[quote=ShyShadow]How do I ask them questions? Where do I go?[/quote]

When you go to the support section of nexon's website (where you go to submit a ticket), there should be a small button under the other options for a live chat. When you click it, you'll have to go through a prompt or two for an existing ticket and what the nature of the problem is. If you're responding about a ticket you've already opened, only write in the second have of the ticket code (after the hyphen, "XXXXX-[this number here]&quot.

You may be put in line based on how busy things are, but it shouldn't take too long. My account-related issue took just under 30 minutes to resolve with 2 people ahead of me.

How do I ask them questions? Where do I go?

Yayy now I can finally ask them about my account problems

Its nice to see so many reports of positive feedback, hopefully this is a sign that their willing to try and improve their customer service, it'll be interesting to see how things go from now on since their customer service is the only real problem Nexon America has. (that they have control over anyway)

At least they're doing something to help out their customers. Props to them for that. Should have been there some time ago but it's a start.

[quote=nijit15]Greetings ***,

We apologize for any wait you may experience. You are 2 in line to be helped with your issue.

Thank you for your patience!
***: .
GMLlowyna: Afternoon Logan how can I help
***: Hello, I was wondering if I could get an estimation when the Wind Archer revamp will come to GMS?
GMLlowyna: Unfortunately I don't have that information
GMLlowyna: i'm sorry
***: Awww
***: Ok
***: thank you anyways
***: <3
GMLlowyna: You're very welcome
GMLlowyna: Thank you for choosing Live Chat!
Chat has ended[/quote]

You are not supposed to use it to ask these stuff. It is designed for those who have account issues and billing issues not about future content.

If people clogged up the live chat with these stuff, nexon may decide its not worth the hassle having live chat and just remove it.

Don't use it if you don't have an issue with your account.

I have got to say that the live chat feature is a fantastic new method of customer service. I had been having a problem with this account (it had been hacked, the hacker changed the password and gotten it banned by GMs) and it had been a bit of a struggle getting everything fixed properly. It took less than 30 minutes to completely resolve the problem in live chat.

Not only was the GM helpful, he had a few jokes along the way. It's absolutely fantastic. Five stars, Nexon =D

@narubaka13: but
i deleted all browsers but chrome....
lol

[quote=xkillo32]y is every1 else but me able to get a live chat? [/quote]

Try using a different Internet browser/attempt to connect several times?

Besides that, I'm not quite sure how to help, I haven't tried out this service yet myself.

y is every1 else but me able to get a live chat?

I managed to speak to Gm Nyurak and he was very helpful. My issue involved the 100 day commitment where you were supposed to get a free cash item along with the ring and so on. Since I have already sent a ticket, explaining to him was a breeze and he filed for request for compensation for me and the other player my character is married with while attaching the chat we had. He also noted that many players are also having the issue as well so hopefully that will do something to fix this.

I really hope this live chat exists forever because this is a lot faster than the ticket system.

[quote=nijit15]I was just testing it out, nothing I needed help with. What was I supposed to do, call them a derogatory word and leave?[/quote]
They have a job to do and you get in the way. Suppose everyone felt the same way you did and bothered them with useless trash they don't care about. Wouldn't that flood the lines and cause Nexon regret offering us better customer service? I'm sorry but I don't want this new service being ruined.

How do u start a live chat :O i clicked and it takes me to my ticketss.

They were able to change my e-mail which is amazing <3

Thanks for letting us know. I'm waiting for a response for a ticket that was closed by GM but I'm not gonna give up too easily. Been waiting for 7 minutes already but hopefully something happens and hopefully this live chat is more useful than the ticket system.

[quote=nijit15]I was just testing it out, nothing I needed help with. What was I supposed to do, call them a derogatory word and leave?[/quote]

Its not so much that its not a valid question, just that those arn't the kind of places to ask those things =P You could always have asked them something about a bug or glitch, that would've been a bit more sensible

edit: for those having trouble getting in:

Customer support -> contact us -> below the billing & account link There should be a contact us (live support) button, though sometimes it doesn't seem to want to work right. If the button doesn't work for you try using internet explore (as repulsive as it is) thats the browser their site is most optimized for.

[quote=nijit15]I was just testing it out, nothing I needed help with. What was I supposed to do, call them a derogatory word and leave?[/quote]

Again, people like you are why they've never had these kinds of assistance services.

[quote=Hishotodo]Things like this are probably why they didn't have live assistance until now.[/quote]

I was just testing it out, nothing I needed help with. What was I supposed to do, call them a derogatory word and leave?

[quote=mikeeeee]i've been spam clicking the live support button for 30 minutes and haven't gotten it to work yet qq[/quote]

had this problem, used internet explorer instead of chrome and i got on

[quote=nijit15]Greetings ***,

We apologize for any wait you may experience. You are 2 in line to be helped with your issue.

Thank you for your patience!
***: .
GMLlowyna: Afternoon Logan how can I help
***: Hello, I was wondering if I could get an estimation when the Wind Archer revamp will come to GMS?
GMLlowyna: Unfortunately I don't have that information
GMLlowyna: i'm sorry
***: Awww
***: Ok
***: thank you anyways
***: <3
GMLlowyna: You're very welcome
GMLlowyna: Thank you for choosing Live Chat!
Chat has ended[/quote]

Things like this are probably why they didn't have live assistance until now.

it's not turning out real well for those of us that can't even get into the live chat

Greetings ***,

We apologize for any wait you may experience. You are 2 in line to be helped with your issue.

Thank you for your patience!
***: .
GMLlowyna: Afternoon Logan how can I help
***: Hello, I was wondering if I could get an estimation when the Wind Archer revamp will come to GMS?
GMLlowyna: Unfortunately I don't have that information
GMLlowyna: i'm sorry
***: Awww
***: Ok
***: thank you anyways
***: <3
GMLlowyna: You're very welcome
GMLlowyna: Thank you for choosing Live Chat!
Chat has ended

@stu321: That's not good either

[quote=mikeeeee]@lazershock how do you even contact them when you hit the live support button? it just takes me to a page showing my ticket history[/quote]

Im a bit lost myself, that should be working (and yet now it isn't for me?) i'll look into it and see if I can figure this out.

[quote=crazypoorer]I talked with a GM about missing some items and he was pretty damn useless.

Hopefully my GM was bad or this live-service chat is useless... </3[/quote]

As far as I know the theres two things they CAN NOT help with (simply because they don't have the authority to do so this way) 1.) ingame things like items and 2.) ban appeals, for both of those things you have to file tickets (currently anyway, maybe this will change at some point in the future)

@mikeeeee: well they can't be as intelligent as humans, but more intelligent than monkeys, so gorillas work.

[quote=PaniniSandwich]That's not nice :l & they're not [i]not[/i] monkeys!~ :l[/quote]

They might not be monkeys, because they are gorillas.

I talked with a GM about missing some items and he was pretty damn useless.

Hopefully my GM was bad or this live-service chat is useless... </3

@lazershock: all it does now is bring up my tickets
i want a live chat

[quote=xkillo32]@lazershock
so im at the support center and i dont see anything that has live in it o.o
EDIT: now i see it
i clicked it and it just brings up the nexon.net[/quote]

strange, worked for me; maybe someone else who's actually done it can give some insight into what you do.

@lazershock
so im at the support center and i dont see anything that has live in it o.o
EDIT: now i see it
i clicked it and it just brings up the nexon.net
EDIT 2: now it just brings up my tickets o.o

[quote=Rtyu]I requested to be unbanned, and the GM said he or she can't help.[/quote]

Yeah, Ban appeals is the only thing they don't do to my knowledge, likely because they take in-depth investigation in most cases.

also for anyone asking what the button looks like

http://tinypic.com/r/35hrdl5/5

I wanna meet Skelorm

[quote=Strafedivine]All I see is the Knowledge Base, Billing & Account Questions and Technical Support Forum buttons o-o[/quote]

I believe there should be one that lets you submit a ticket, hit that and then it'll take you to the main support center thing; then you just hit home and you should see a "live assistance" button under billing and account questions

[quote=lazershock]You gotta login, go to the support center (under the home tab there) and you'll see a little button that says "live assistance"

@Rtyu: care to report your results? What you were asking for and how long it took to be solved specifically?[/quote]

can you show me a pic of the button? I can't seem to find it

whenever i click on live chat, it just opens up a new tab and goes to nexon.net. any way to fix this?

[quote=lazershock]You gotta login, go to the support center (under the home tab there) and you'll see a little button that says "live assistance"[/quote]

Do you know how to talk to them? I needa talk to them about the marvel code compensation, but when I click on the live assistance, it just brings up my tickets.

[quote=wizardsofdra]can i have a link to the live chat?[/quote]

You gotta login, go to the support center (under the home tab there) and you'll see a little button that says "live assistance"

@Rtyu: care to report your results? What you were asking for and how long it took to be solved specifically?

can i have a link to the live chat?

[quote=FwuffehStarz]IMO, I think they're are short with the amount of workers they have. This could be one of the reasons why they take so long.[/quote]

I remember reading that the MS staff is small as is, so yeah; it wouldn't be too big of a stretch to say they don't have many people.

By the way does anyone know how to FIND the live support thingy, i've yet to find it?

IMO, I think they're are short with the amount of workers they have. This could be one of the reasons why they take so long.

About to try this with my old account that got deactivated and sadly the e-mail to it was deleted.

Was unable to deal with appealing my auto ban, however I did get to change my email rather easily...

Chat (slightly edited for privacy purposes): [url=http://pastebin.com/7G9Sa5M6]http://pastebin.com/7G9Sa5M6[/url]

[quote=theHater]wonder how long i'll have to hold for before they tell me they can't fix my problem[/quote]

I hate to say it but the negativity really isn't needed.

"It seems they cover everything but ban appeals though. I was able to get in contact with a GM within around 30 seconds of filling out the stuff they needed. If there is no conversation after 10 minutes then they auto create a ticket for you to respond(not sure how that was necessary). The GM was somewhat helpful regarding a billing issues I had several years ago. Also you can have them email you the transcript you have with the GM you get. "

Taken from Southperry (it would also appear they don't cover ban appeals so you probably still need to file a ticket for those)

I suppose the point im trying to make is that people complain about the bad customer service, and then when Nexon ATTEMPTS to do something about it, people don't give them a proper chance to fix it, If you're going to complain, at least have the gull to do it, AFTER you attempt it and it fails, not before.

@dowiet: I actually just pasted that above hahaha, im interested how helpful this will be, I can understand why they wouldn't cover ban appeals though as their probably complicated matters that require looking into actual records.

@xkillo32: Not too sure but im sure someone here knows, perhaps @dowiet would know since she was the one who spoke about it on SP

how do u request a live chat?

"Help I got hacked"

"Thank you for reporting this issue, please submit a ticket for future review"

[quote=odin00789]Why would you want to chat with monkeys? Just go to a zoo.[/quote]
That's not nice :l & they're not [i]not[/i] monkeys!~ :l