Password Reset.. No email received and no ticket response!

[Razorback09]

Hello all! I am posting on behalf of a friend who can no longer access his account. Whilst attempting to log into DCS world multiplayer the program froze and he accidentally clicked password reset. No big deal normally, except he never received the email and now cannot access his account at all. I submitted a ticket from my account 5 days ago asking for help and still no reply. Any help would be greatly appreciated!

 

For admins: Ticket # was 18873

[Razorback09]

Still no ticket reply, no help! We're getting pretty eager to start flying again, any help would be amazing. No idea how to go about solving this issue as there seems to be no number to call and the ticket system apparently isn't monitored very frequently.

[WildBillKelsoe]

I can confirm that. I've initiated 5 password resets. None made it to my email yet.

 

My guess is, master server is down for 1.2.3 testing.

[sobek]

My guess is, master server is down for 1.2.3 testing.

 

No, the master server is not down.

 

The most likely cause for this is that your ISP is blocking mails from digitalcombatsimulator.com. Are you on comcast or AOL?

[Razorback09]

No, the master server is not down.

 

The most likely cause for this is that your ISP is blocking mails from digitalcombatsimulator.com. Are you on comcast or AOL?

 

Neither. The email addressee is a yahoo one. I wouldn't think it would block emails like comcast? Spam folder has been checked and no emails in there either. If it is blocking them is there a workaround?

[WildBillKelsoe]

same here. UPDATE: I counted the number of asterisks masking the password and finally remembered it!!!

[Razorback09]

:-( still no reply on anything.

[EtherealN]

Have you ensured to check the mail service spam box!

[Razorback09]

Have you ensured to check the mail service spam box!

I have and there's nothing.

[boka]

This is starting to look very unprofessional. The company has customers that have paid for items they now can't access, and it looks like Eagle Dynamics are being extremely lax on the issue.

[EtherealN]

Eagle Dynamics is not lax on the issue, but you need to realize that we are combating automated systems.

 

Getting major ISPs and mail services, companies with thousands of employees, to re-implement one of their key automation features, is not a simple thing.

[osram]

I dont want to sound rude. But as a paying customer your reply sounds like a kick to the balls.

 

Let me tell you this. I've dealt with annoyed and pissed off customers in the IT-business for years... but your reply from a community/support/service POV is a huge slap in the face for every single customer who is having this issue right now.

 

You have thousands of customers. I would love to use your service right now. After not having played for half a year. So... I forgot my password. Big deal. I have tried resetting my password like hours ago. It doesn't seem to work. So I check the forums: Is this really possible?

 

Wow... Year 2013... and this company is unable to provide a simple password reset function. I bet you love the feeling, when you actually would like to or need to use a service, product, game, software or platform... and it just doesn't work... because the company who actually is making and programming games, for a living. Is unable to provide a working password reset function for their customers. What a wonderful feeling. I bet you would love that too, Ethereal.

 

Best of all: Ontop of that... you get to tell the customers that they "need to understand"... something. It's not ED, who needs to apologize, or get shit done. No. The customer "needs" to understand... are you serious? You should really work on your customer relationship wording.

 

It's not that we are talking about some highly complex system where the customer NEEDS to "understand" anything. It's not a stereotypical question like: "When will it be fixed?". It's not a prerequisite for a customer to "understand" anything.. ever... do you understand why this can piss people off, when they are already pissed off in first place?

 

If you are having issue with your originating mail within several mail services. How about you "understand" to evaluate the possibility of actually using a different originating mail address, or a new.. working.. password reset system? What kind of excuse is that?

 

Eagle Dynamics is not lax on the issue, but you need to realize that we are combating automated systems.

 

Getting major ISPs and mail services, companies with thousands of employees, to re-implement one of their key automation features, is not a simple thing.

 

Have you even read what you wrote right there? It doesn't look like it at all. Totally reminds me of "The War Z" PR attitude... or some lame, prewritten PR apology from "Jay Wilson". Seriously. WTF? Do you even care what your customers think about you or your company image?

 

Because it doesn't look like it. At all.

[boka]

I completely agree, and this issue has made me much more unwilling to invest money in this company in the future unless I get some sort of compensation, as I can't access items I have paid for, and there are alternative ways to get most of what I have, only I bought them directly from a company I wanted to support.

[EtherealN]

I am sorry you feel that way, but you need to realize the technological constraints; a password reset function relies on standardized e-mail systems. Basically:

 

1) You try to login, and fail.

2) You press the password reset.

3) The system checks your account details and sends a password reset to the e-mail adress associated to said account.

4) Said e-mail is received by your mail service provider, which may be your ISP or an independent service provider (like hotmail, yahoo, msn, gmail etcetera).

5) Service provider passes your e-mail into your mail account.

 

Now, as you know, spam is a serious problem on the internet. To combat this, many service providers insitute various filters that remove spam. There are three ways of doing this: either through a dedicated "spambox", or through simply not delivering the spam, or a combination of the two.

 

And here is the complication: how do you decide something is spam? You use algorithms to detect automated mails, and compare with another system to evaluate them. In this case you might use a heuristic (that is, a simplification), where you decide that if it comes from russia, it's a higher risk of being spam, wheras if it comes from Microsoft or Electronic Arts it is automatically whiteflagged. And suddenly Eagle Dynamics has to work their way through some of the largest buerocracies in the world to get this changed - and not only one of them, several of them. Not trivial.

 

However, there is recourse: if you create a second account on the site, and enter a support ticket with details of your account (those you know), you can still retrieve it. You will most likely be asked to send an e-mail to the support manager handling your case in order to validate your identity. If you PM me the relevant ticket number, I can bump you ahead of the queue and get you handled ASAP, probably monday but possibly the day after that.

 

We are very sorry for the problem, but as you can see from the explanation, it really is not a simple one. However, if you need assistance in expediting the manual recovery of your account, support is ready to help and I am ready to help you skip the line.

Edited February 2, 2013 by EtherealN

[Razorback09]

PM sent!

[Razorback09]

Issue resolved thanks for the help