LOTRO store sells bugged mounts, customer service falls flat

[Halcyon8]

Tonight I saw the Thorin's Halls Goat for sale in the store, even though this page here says it doesn't come until Friday Dec 17th.
I buy it anyway and find I can't use it in Moria. Clicking it gives the error message "This mount type is not allowed here."
I re-zone, relog, reboot. Nothing. Still won't let me use it. Others in Moria say they can use it. Why not me?

I submit a ticket. GM gives the usual cookie cutter response "either this isn't a known issue or blah blah submit a bug report or contact account services."
I ask why the mount is available in the store before Dec 17th. He says it's probably a promotion preview. Okay, that's fine, but why can't I use it?

I try submitting a bug report through the in-game help window. It makes me login, then it makes me login again?
Then I'm still not at the bug submission page. I have to find the link in a forest of **** through their overcrowded community portal.
I find it, click on it, and I'm taken to the F2P ad page with the youtube video playing in the background.
That's great. So I can't even submit the bug.
Finally went through the website on firefox and sent an email to account services asking for my store points back, which the page says will take up to 3 days to get a response.

Turbine, what happened to your customer service? Is this the quality paying subscribers can now depend on?
Yeah I'm disgusted, and yeah writing this and venting helped. I just needed to say something after all this ****.

Flame if you want.

[ppinkham]

Though I don't have it to test, I have heard that the actual Thorin's goat you earn with rep is also bugged and cannot be used in Moria. Why they would sell it in the store when it is a known bug is beyond me.

Unless it isn't actually a bug, and Thorin's goats are not meant to be Moria goats.

[Rainith]

Though I don't have it to test, I have heard that the actual Thorin's goat you earn with rep is also bugged and cannot be used in Moria.

No, the rep version of the Thorin's Hall Goat was bugged on Bullroarer, but it works in Moria on the live servers (or at least mine does). My guess is that the store version was built off the buggy version.

My suggestion to the OP is not to freak out about it, submit a bug report (which I believe you said you did) and wait until it is fixed. At this point there isn't much else that you can do.

[Yula_the_Mighty]

The version currently being offered in the store must be based of the defective original model used on Bullroarer. My Thorin's Hall goat is usable in Moria.

You will have to wait until they fix it. Please write a bug report:
http://forums.lotro.com/new_bug.php?

[SapienChavez]

i bought the goat in Thorins, monday night and it works in Moria

i love that thing!

[Celestrata]

The bought version of the Thorin's Hall goat is an issue we're looking into. Right now, it appears it may be bugged like the reputation version was on Bullroarer -- a la it thinks it's a horse and won't go into Moria.

We're looking into it now, and once I can get something confirmed I'll be back to update you guys. Thanks very much for bringing this up, though!

[Darej]

Tonight I saw the Thorin's Halls Goat for sale in the store, even though this page here says it doesn't come until Friday Dec 17th.
I buy it anyway and find I can't use it in Moria. Clicking it gives the error message "This mount type is not allowed here."
I re-zone, relog, reboot. Nothing. Still won't let me use it. Others in Moria say they can use it. Why not me?

I submit a ticket. GM gives the usual cookie cutter response "either this isn't a known issue or blah blah submit a bug report or contact account services."
I ask why the mount is available in the store before Dec 17th. He says it's probably a promotion preview. Okay, that's fine, but why can't I use it?

I try submitting a bug report through the in-game help window. It makes me login, then it makes me login again?
Then I'm still not at the bug submission page. I have to find the link in a forest of **** through their overcrowded community portal.
I find it, click on it, and I'm taken to the F2P ad page with the youtube video playing in the background.
That's great. So I can't even submit the bug.
Finally went through the website on firefox and sent an email to account services asking for my store points back, which the page says will take up to 3 days to get a response.

Turbine, what happened to your customer service? Is this the quality paying subscribers can now depend on?
Yeah I'm disgusted, and yeah writing this and venting helped. I just needed to say something after all this ****.

Flame if you want.

annnnd this is why you should always peruse the patch notes/know issues for every update.

this is a known issue they are working on...

[henry316]

The bought version of the Thorin's Hall goat is an issue we're looking into. Right now, it appears it may be bugged like the reputation version was on Bullroarer -- a la it thinks it's a horse and won't go into Moria.

Do all of the horses laugh and call him names? Do they not let him play in the all the Horsey games?

One foggy Eriador evening, Santa needs to say,

"Wild Eye, with you head so big, won't you come and fly my rig?"

Then all the Horseys would love him,
And they'd all shout it out with glee,
Wild Eye, the big headed grey goat,
You'll go down in history!

[Starrywisdom]

annnnd this is why you should always peruse the patch notes/know issues for every update.

this is a known issue they are working on...

Or they could remove it from the store temporarily so people will stop buying bugged items. Or at least inform their customer service reps of what is going on.

[Darej]

Or they could remove it from the store temporarily so people will stop buying bugged items. Or at least inform their customer service reps of what is going on.

why?

its not game breaking...and it will be fixed...eventually.

its not like the person lost anything buying the goat.

[geoboy]

It's just a really ugly pony.

[Celestrata]

We've confirmed the bug on the goat mount -- it really does think it's a horse. Currently, it cannot be used in Moria.

The team is looking into fixing this issue, and we apologize for the inconvenience! Thank you to everyone who sent in bug reports on this!

EDIT: Just want to clarify that the reputation version of the mount DOES work as intended. It is summonable in Moria and should have no bugs.

[Roberto_the_First]

Just want to clarify that the reputation version of the mount DOES work as intended. It is summonable in Moria and should have no bugs.

Aren't fleas considered bugs?

[Treeezy]

Yeah I bought this too and the only help I could get was from in-game GMs who were quick to reply, but their response was "contact turbine account for refund". Turbine sends you to the bugged forums so back to square one with no mount, no ETA and no refund. Oh well, was fun while it lasted

[Darej]

Yeah I bought this too and the only help I could get was from in-game GMs who were quick to reply, but their response was "contact turbine account for refund". Turbine sends you to the bugged forums so back to square one with no mount, no ETA and no refund. Oh well, was fun while it lasted

why would you want a refund?

its not like it wont be fixed.

[Treeezy]

Two reasons -

1. There is now another "works in moria" goat which i dont see people complaining is bugged.. and its 500 TP less to buy lol
2. I would have rather just gotten the moria quest pack


EDIT - and 3. They probably won't fix it until we get a patch... i dunno how long that will even be.

[brasswire12]

why would you want a refund?

its not like it wont be fixed.

I like this attitude. You can come into my store and buy a car from me, pay up front and everything. Of course it won't actually work when it's delivered. But don't worry, it's not like I won't fix it eventually, so you shouldn't complain or ask for a refund or anything.

[Darej]

I like this attitude. You can come into my store and buy a car from me, pay up front and everything. Of course it won't actually work when it's delivered. But don't worry, it's not like I won't fix it eventually, so you shouldn't complain or ask for a refund or anything.

and to carry your analogy a bit further.....

and why would anyone want to buy a car from your store when they could just go and get a car that looks just like the one in your store....a car that has better stats...and works....for just a bit of community service?

just saying....



(note the sarcasm smiley that you seemed to have missed in my last post)

[Killien]

If you're really that mad, ask the Account Support team for a refund. I'm sure they would oblige. Ofcourse it's more fun to kick up a fuss but...

In terms of customer service, I have nothing but praise for the way calls I have raised have been dealt with. I ordered a talisman recipe from the store but received the wrong one in game. Filed a bug report, and (once I'd found where) a ticket to Account Support. Two days later I received an email saying all had been rectified and not only had I received a refund, but the right recipe in my inventory as well.

My only complaint is how difficult it is to find where to log a store related call. I don't think it's well advertised or well known that store issues need to be taken up with Account Support, hence all the unnecessary stories about "useless" GM's. I think that's grossly unfair on them frankly.

Once you've found that out tho, there's still nothing on the Account Support page relating to store issues, and there definitely should be.

[Treeezy]

Yeah, I asked for refund in game, was told to go to account management. Account.turbine.com has a help link... once clicked, it brings you to forums lol.
I did some looking around though and fired off an email but I still dont have a response yet. I'm guessing since they don't like refunds (even if false advertisement/damaged goods) so they will stall a bit and say it'll be fixed..
If I dont have a reply tomorrow after work though I'm just switching back to free to play since this used all my TPs from the 2 months I had saved lol. Why pay for something you don't receive... (Like a Moria Mount, or "premium" service).
But yeah, 24 more hours of stall and we will see what happens. Good Luck to all those who have had this problem also!

[Darej]

Yeah, I asked for refund in game, was told to go to account management. Account.turbine.com has a help link... once clicked, it brings you to forums lol.
I did some looking around though and fired off an email but I still dont have a response yet. I'm guessing since they don't like refunds (even if false advertisement/damaged goods) so they will stall a bit and say it'll be fixed..
If I dont have a reply tomorrow after work though I'm just switching back to free to play since this used all my TPs from the 2 months I had saved lol. Why pay for something you don't receive... (Like a Moria Mount, or "premium" service).
But yeah, 24 more hours of stall and we will see what happens. Good Luck to all those who have had this problem also!

no stalling tactics here...email turn around becuase there are sooo many froobs is 5 to 7 business days.

question...why buy this goat and not the much cheaper dusky?

[Galuhad]

Turbine have been quite good at fixing bugs lately, I'm sure you shouldn't have to wait too long. Though if anyone really can't wait, there's always the option of grinding Thorin's Hall rep (which in Sarnur only needs a few hours).

[Smehcoons]

The customer support does seem a little lacking, especially with problems caused by the LOTRO Store.

Here's my winge:
-Purchased Vitality Tomes I-V on one of my toons. No issues. I am now familiar with how it is done - e.g - You can't buy Tome II without buying Tome I, and you can't buy Tome I, if you already have it.

-On my 2nd Toon, I do the same thing.

-I buy Tome I

-I buy Tome II

-I buy Tome III

-I buy Tome IV

-I buy Tome I.... again. Hang on... ***? I can't even use that! Why did it lure me into a buying pattern like that to trick me into buying something I should not have even been allowed to purchase, and can not possibly use?!

-No problem... I'll just raise it with the support team, as surely this is a bug. And surely, as a "valued customer", they will surely see how messed up this is, and go out of there way to right the situation. (lol)

-"Sorry we cannot help you. Blah blah blah. G-T-F-O, and thanks for your money"

As a returning player trying to make up my mind if I want to continue again with LOTRO, **** like this does not help.

[Darej]

The customer support does seem a little lacking, especially with problems caused by the LOTRO Store.

Here's my winge:
-Purchased Vitality Tomes I-V on one of my toons. No issues. I am now familiar with how it is done - e.g - You can't buy Tome II without buying Tome I, and you can't buy Tome I, if you already have it.

-On my 2nd Toon, I do the same thing.

-I buy Tome I

-I buy Tome II

-I buy Tome III

-I buy Tome IV

-I buy Tome I.... again. Hang on... ***? I can't even use that! Why did it lure me into a buying pattern like that to trick me into buying something I should not have even been allowed to purchase, and can not possibly use?!

-No problem... I'll just raise it with the support team, as surely this is a bug. And surely, as a "valued customer", they will surely see how messed up this is, and go out of there way to right the situation. (lol)

-"Sorry we cannot help you. Blah blah blah. G-T-F-O, and thanks for your money"

As a returning player trying to make up my mind if I want to continue again with LOTRO, **** like this does not help.

not sure how this is anyone's fault but your own

blind cliking without paying attention or reading???
you are a phishers dream.

i mean seriously...you dont review your purchases before hitting submit?

[Treeezy]

you are a phishers dream.

i mean seriously...you dont review your purchases before hitting submit?

But a few posts up you said:

why would you want a refund?

its not like it wont be fixed.

So coming from the guy who said "just wait".. that guy DID wait, and he got the response to Screw from Turbine. I think your the phish-ee my man, hate to break it to ya.