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thecat9495 · November 12, 2012

hi all i submitted a ticket on the 7th of november and no reply at all any way this is my problem and can i do any thing about this as i think i paid £30 for this game

hi i have a new pc and aint played b/S for a while,any way i was looking to get back into the dcs series and wanted to try my black shark out which i purchased when 1st come out.but the email i used to log on then is no longer in use,it was ********** thats what i registered black shark with,so when i try to retrive my game i cant as my email has changed and i cant remebember my details password ect,can u please get back to me on this.as i said i be lookin to get back into dcs series

EtherealN · November 12, 2012

Please give me your ticket number.

This is a complex issue to resolve, and generally it would help if you can, in the ticket, supply some of the information used in the purchase. This could be something like the last four digits of the VISA/Mastercard along with approximate date of purchase or something like that. (Obviously, don't post that here, this is for the support ticket itself.)

If I have the ticket number I can offer further guidance.

thecat9495 · November 12, 2012

Please give me your ticket number.

This is a complex issue to resolve, and generally it would help if you can, in the ticket, supply some of the information used in the purchase. This could be something like the last four digits of the VISA/Mastercard along with approximate date of purchase or something like that. (Obviously, don't post that here, this is for the support ticket itself.)

If I have the ticket number I can offer further guidance.

is this the number 17235

i bought the game when it was first released few years ago,i can put my name and address in the ticket numbers ect but i have had about 5 different cards since i purchesd the game.

if you can get some one to ask me the details on the ticket i reply asap.thanks

EtherealN · November 12, 2012

It will most likely be during tomorrow, europe time. Staff is on business hours Moscow and Minsk time.

thecat9495 · November 12, 2012

It will most likely be during tomorrow, europe time. Staff is on business hours Moscow and Minsk time.

ok thanks i will check tommorow

thecat9495 · November 13, 2012

ok thanks i will check tommorow

Hi still ain't heard nothing from the team?

thecat9495 · November 16, 2012

Can u get somebody to reply again please,took them a week to reply at first and when they do its a quick answer in which i replied with new info and nothing again.

EtherealN · November 16, 2012

I'm sorry, at this stage you will have to wait. There are at present quite a lot of support requests in line, and your case is complex.

However, one thing you state in the ticket makes me curious: you say you try the password recovery and get a statement saying that a password reset e-mail has been sent? That should, in this case, obviously be the one that should be looked at. Is that the e-mail adress you requested be looked at in your reply on the 13th? Your replies are, unfortunately, a bit unclear.

thecat9495 · November 17, 2012

i understand they busy,Ok on my first message i though i bought the game through my cerid********** email address but dont i couldnt have,So i must have done it through the email i am on now [i think] thecat******** so i try to have my password and login name sent to this address thecat******** when i press send this comes up Control string and your registration information has just been sent to your E-mail address. Please wait for the email. Note that the check word is re-generated on each request ,

but when i go to my email there is nothing from you.i hope this is clearer for you

Edited November 17, 2012 by thecat9495

EtherealN · November 17, 2012

In this case it is entirely possible that your ISP is blocking said e-mail. We have seen this happen with other ISPs before, like comcast in the US.

thecat9495 · November 21, 2012

In this case it is entirely possible that your ISP is blocking said e-mail. We have seen this happen with other ISPs before, like comcast in the US.

well i still aint had a reply yet anyway from the ticket,i been thinking of buying lock on fc3 and this is why i came back on here to see if i could get my black shark back which I PAID a lot of money for but i am unable to do this as of yet,so why i am thinking that why should i pay $39.99 for a game and which i may lose again down the line dont seem wise choich does it.

i have supplied all details about the dcs bs i bought my name my cards my address so surely i should be able to play this game again which is mine.

EtherealN · November 21, 2012

We are very sorry for the delays, but please realize that in this case you have lost your login information (indeed at first gave support staff the wrong e-mail to check), this makes things more complex. As I am sure you understand, staff cannot hand out accounts without first making properly certain that the accounts end up with the right person. The e-mail issues are extremely unfortunate, but again there really is nothing Eagle Dynamics can do about this. If your ISP decides to block the e-mail on the server side, there is extremely little to be done. Obviously, I would recommend that you complain to your service provider about this, but unfortunately I am pessimistic about getting results from that.

I'll ask for your ticket to be reviewed again tomorrow. But in future I would recommend that you treat login information as valuables, because that is what they are. They constitute access towards your valuables in the same way physical keys do. My personal suggestion would be either a secure application that stores login information for later retrieval, or a secure location to leave written documentation of your login information.

thecat94 · November 21, 2012

We are very sorry for the delays, but please realize that in this case you have lost your login information (indeed at first gave support staff the wrong e-mail to check), this makes things more complex. As I am sure you understand, staff cannot hand out accounts without first making properly certain that the accounts end up with the right person. The e-mail issues are extremely unfortunate, but again there really is nothing Eagle Dynamics can do about this. If your ISP decides to block the e-mail on the server side, there is extremely little to be done. Obviously, I would recommend that you complain to your service provider about this, but unfortunately I am pessimistic about getting results from that.

I'll ask for your ticket to be reviewed again tomorrow. But in future I would recommend that you treat login information as valuables, because that is what they are. They constitute access towards your valuables in the same way physical keys do. My personal suggestion would be either a secure application that stores login information for later retrieval, or a secure location to leave written documentation of your login information.

yes agree but i buy many games with different user accounts and passwords ect. yes should keep account details on paper maybe but dont have this problem when i lost my steam account it was solved withing minutes not days or weeks,alll i want is to have the game i paid for as said the last reply from support was like a little sentence and then like saying tough luck and bye and then i reply straight away for you not to reply for a week again,

all needs to be done is like a one on one email conversation to get this sorted out,now i dont thinks this is so difficult

i sent them my email details cant they try to send me a email to see if i get it off them and go from there,if not i can send them my sky email add and do it there.

Edited November 21, 2012 by thecat94

thecat9495 · December 1, 2012

Can u get some one to reply again plesae,i reply to your team but then they dont get back unless i say something in here,again its beed 10days and no reply,i know prob busy but come on every 10 days to answer get back to me and only when i moan on here they do answer me,is this a way to look after customers as to me this is not very good customer care.

thecat9495 · December 11, 2012

still nothing on this again and no reply for over 2 weeks on last question,this is not the way surely to treat customers, i glad i have not purchesd fc3 yet and i may very well not the way this is going on.

EtherealN · December 11, 2012

Please do not bump the ticket, it delays action since sorting is by last action; bumping the ticket causes the last action to be later, meaning that everyone that had their last actions in the intervening times become ahead of you in the queue.

Unfortunately, I'm not sure there is much Andrei can do with the current information. As you see in the ticket, he needed a date with a couple months span. You gave "somewhere around when it came out or 2010". This gives a timespan of 3 years since release was in late 2008, with russian version coming out first and english version a little while after that. As I am sure you understand, checking 3 years of sales records for a single entry is a difficult proposition to say the least when there isn't even an e-mail adress etcetera to allow a search query rather than manual search.

To be precise then, did you purchase english download version at release on website? That should then place you somewhere in winter 2008/2009, not 2010.

Edited December 11, 2012 by EtherealN

thecat9495 · December 28, 2012

Please do not bump the ticket, it delays action since sorting is by last action; bumping the ticket causes the last action to be later, meaning that everyone that had their last actions in the intervening times become ahead of you in the queue.

Unfortunately, I'm not sure there is much Andrei can do with the current information. As you see in the ticket, he needed a date with a couple months span. You gave "somewhere around when it came out or 2010". This gives a timespan of 3 years since release was in late 2008, with russian version coming out first and english version a little while after that. As I am sure you understand, checking 3 years of sales records for a single entry is a difficult proposition to say the least when there isn't even an e-mail adress etcetera to allow a search query rather than manual search.

To be precise then, did you purchase english download version at release on website? That should then place you somewhere in winter 2008/2009, not 2010.

Yes but theres nothing being said i mean its been a month since last reply on my ticket now surely its not hard for one to say we are looking through our records and this may take some time??but no all i had is one sentence answer and as a customer i think this is not good enough.

EtherealN · December 28, 2012

I'm trying to help you, aren't I? :)

As I asked in my previous post, was your purchase the English download version, bought at release? Because as mentioned, if this is the case we get it narrowed down to the 2008/2009 winter. Which is hopefully good for the search.

thecat9495 · December 30, 2012

yes it was english download in 2008/2009

thecat9495 · January 12, 2013

bump

EtherealN · January 12, 2013

yes it was english download in 2008/2009

I notice that you have entered severaly new responses into the ticket - but none contained this particular information, which is the information that support asked you to provide towards being able to locate and identify the account.

Adding to this, you disregarded my previous advice about bumping tickets: http://forums.eagle.ru/showpost.php?p=1626729&postcount=16

If you provide support with the information support has asked for, then they can do something.

What I need you to do now is to add that information to the ticket. When this is done, let me know, and I can ask support to look at it again on monday.

thecat9495 · January 14, 2013

i bought this game 4or so years ago and how am i suppose to remember the exact dates what your asking me is impossible with bank card number ect as i had many since then,i have supplied all the information that i can remember,

EtherealN · January 14, 2013

I'll try again:

yes it was english download in 2008/2009

THAT is the information I need you to add to the ticket. Currently, your ticket stands with 3 years of logs to go through to find you, which is insufficient for identity verification. If you add this piece, it will hopefully be sufficiently narrowed down such that they can verify this.

thecat9495 · January 20, 2013

m8 i cant remember the dates its no good me saying october 2009 so if u look around there and then u say oooo sorry cant find it on this date.

i dont know the date simple as,but i do know i purchesed the game and cant play it due to this,surely there cant be many player with the same name as me playing this so surely yr system should have my name on the purches information.

RamRod · January 20, 2013

Wow, seeing this thread is truly disheartening as I have the identical issue. I have had a ticket request in since 1-03-2012 with no response:

ticket# 18578

I have all information including purchase date (December 2008), activation# etc.

Any idea when i'll get a response so I can re-download and install Black Shark onto my new PC?

I've purchased everything from original Lock On to A-10C (which isn't installed yet because of waiting for this Black Shark issue).

I know you guys seem to be trying to help but this is unacceptable to have to wait this long (over two weeks) with no response, AND while using your requested method of contacting you.

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