Outrageous customer support & RPG Maker MV activation issues

[IWBTTM]

Hello,


I will start this post by expressing my profound disappointment and anger at the RPG Maker team. My mind cannot get around how low the service has been for me.


I tried rpg maker MV using the trial download available when you provide your email address. Happy with the product, I decided to buy a copy. I am given a product key for my RPG Maker MV software, as seen on my account page and transaction history.


I downloaded the software from there too. I tried activating both my old "trial" version, and the fresh new version right after my purchase. When trying to activate online, using the code provided in any combination possible (with our without '-' etc.) I get the error that the resource cannot be found. When trying an offline activation, I am told that either my email address or the code is wrong.


A bit angry at the issue, not having access to a product I was CHARGED for already, I went on the website to look for an answer. 


Your support system is one of the worst I have ever seen. You split the support questions between this mock-up forum on your main website, and seemingly "support tickets" that you can open but that the customer has NO WAY to keep track of, being told that someone will come back to them shortly (Btw, I submitted one ticket for Sales and one for Tech support a week ago, and no one has come back to me yet.) I also asked the question twice on the pseudo-forum, and no response in either of these. Not even an acknowledgment that my case is being looked after at the moment.


Now I'm back again a week later, activation still not working, no answers anywhere... Absolutely no way of contacting the RPG Maker team in a civil manner in any other way that I didn't already tried except for this community forum. I'm curious to see if I'll get an answer there. 


The customer service offered by Degica is ATROCIOUS. The only time I've seen such poor conduct was from actual scammers. Unfortunately, I know that Degica is a legitimate company, but this makes it only more sad. My next and last step will be to make a phone call to Degica UK if nothing changes soon.

 

[Andar]

I would really like to see where you asked this question on this forum twice before, because you have no other posts (not even unapproved ones).


As for the ticket support, while it has been said that tickets are answered within three business days it is also known (and said here on this forum) that there is a glitch in the ticket system that causes some tickets to vanish and that you should ask here on the forum if you don't get an answer within three business days, because we will then use other ways to point the support people to your case.


Offline activation requires a different code that you can only get by providing your regular code and registration data to the support people.


So it looks as if something blocks your access to the online activation server - either your hoster (in which case you have to wait for getting the code for offline activation) or your firewall/anti-malware programs (in which case you can try to give the editor access through the firewall settings)


As explained above, I'll mark this topic for checking by Degica - but since it's currently weekend I don't know if anyone can check the customer database before next monday. Forum Moderators don't have access there, we are all volunteers here.

 

[IWBTTM]

Hello Andar,


Thank you for your reply. I did not ask the question twice on this forum before. I am referring to the "powered by Get Satisfaction" interface here: https://www.rpgmakerweb.com/support


As I said, this is my first post on this forum indeed. And I am glad to see that the volunteer staff here is responsive and professional. I am impressed and respect that you are doing this as a volunteer. I would like to point out that there is no indication on the rpgmakerweb website that we should contact this forum - of course this is not your responsibility and you are not responsible for the support tools over there so I won't bother you with the matter of customer service any more.


I would rather have an offline activation code sent to me instead of troubleshooting what might block the online activation (if anything). I am aware that we are on the weekend, and I do not expect service outside of regular business days.


Let me know if I can help the process in any way, and have a good weekend.

 

[Celianna]

It's the holidays, the customer support staff is composed of a couple of people, who are also swamped with other things they have to do, so right now it's a very busy time.


However, some support tickets may get lost entirely. We apologize if this has happened to you, you should usually get a response within a few business days, but lost support tickets can, unfortunately, happen.


Your case has been brought to the attention of our support team, but we cannot make any promises for immediate action. Like I said, it's the holidays at the moment, so an immediate response won't be feasible.


But don't you worry, we will help you figure out what's going on, so you can get a working product.

 

[Lunarea]

Please submit a ticket here: https://www.rpgmakerweb.com/support/contact-us/tech


I will alert our website team about changing the support website, as Get Satisfaction portion is not monitored.

 

[IWBTTM]

Thank you for your reply,


I have submitted a new ticket as instructed.