moosetracker
Flounder
Flounder
2,484 Posts

Re:Help! When are we going to get back in?

[Post New]by moosetracker on May 29, 14 5:58 AM
I thought they did respond and told you they needed information that made your manor unique that you did not know.. Did you find something to send them and are now waiting for a response?..

When I worked with DM on my manor it took over a week after the initial email that assigned me to a specific Service Rep.. It was rare they would contact me twice in one day, but aside from their days off (my guy had Sat. & Sun. off but I guess the Rep you get could have different days).. I would get a response daily.. So they would email me.. I would reply back.. Next day they would email me (usually with more questions).. I would reply back.. Next day they would email me... etc.. until we finally got the problem fixed..

I don't really know how they assign, but I guess once assigned you are not the Reps one and only until the problem is solved.. You are like their 1 of 500 of open cases they are working on.. So they run through their case load.. Rinse, Repeat..

When they do contact you back, you might want to ask when their 2 days off are.. I didn't know the first weekend (but assumed when I didn't hear from him).. When he came back his email to me was "thank you for your patience as I was off the last 2 days.." Or something like that.. The heads up would probably be nice especially if your reps days off aren't Sat/Sun when you can assume..

 

Re:Help! When are we going to get back in?

[Post New]by mywildirishrose on May 29, 14 9:27 AM

Edited on 05/29/2014 at 1:22:05 PM PST


 
eli173
Manatee
Manatee
3,645 Posts

Re:Help! When are we going to get back in?

[Post New]by eli173 on May 29, 14 10:55 AM

Edited on 05/29/2014 at 12:27:52 PM PST


 

Re:Help! When are we going to get back in?

[Post New]by mywildirishrose on May 29, 14 11:41 AM

Edited on 05/29/2014 at 12:27:26 PM PST


 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 29, 14 12:39 PM
You can research my name, I complain no more then others, they are working to help me. But for you to write this is so madding, you have 28 brain bleeds and mini strokes, then find a game that keeps you sane and have it wipped out, until then keep thoughts to yourself.

 
eli173
Manatee
Manatee
3,645 Posts

Re:Help! When are we going to get back in?

[Post New]by eli173 on May 29, 14 1:08 PM
lcjdqs,

I really hope you get your game back soon!

Edited on 05/29/2014 at 1:42:15 PM PST


 

Re:Help! When are we going to get back in?

[Post New]by edogawaranpo on May 29, 14 1:18 PM
lcjdqs wrote:You can research my name, I complain no more then others, they are working to help me. But for you to write this is so madding, you have 28 brain bleeds and mini strokes, then find a game that keeps you sane and have it wipped out, until then keep thoughts to yourself.


My sincerest sympathies for your mini-strokes. My husband suffers from similar problems, caused by Agent Orange exposure in Vietnam. He has vascular dementia now, and although Dark Manor is too hard for him, simple match three games can keep him contentedly occupied for brief periods. His occupational therapist understands the therapeutic benefits computer games can provide, in addition to being lots of fun.

Personally, I have no problem with your complaining. I've done my share of it.

I chuckle when I hear people praise CS and complain about the complainers, though. How dare we expect our game to actually work?

I've spent more than I care to admit on this FTP game. I've been locked out of my manor since the 23rd. I've tried every suggestion from BF and from other gamers, and I appreciate their efforts. But I'm still locked out.

CS has responded primarily with incident reference numbers.They're unfailingly polite but haven't offered any substantive remedies yet, but I'm sure they will get to it when they can. They sent me a survey titled "How are we doing?" Real knee-slapper there.

Eventually, we'll be able to play DM again. It's easier for some of us to wait than for others, due to unavoidable circumstances. Keep your chin up. Maybe we can be neighbors in the future.

Memento Mori
544414

 
wen3
Guppy
Guppy
159 Posts

Re:Help! When are we going to get back in?

[Post New]by wen3 on May 29, 14 1:22 PM
Icjdqs:
Did you try the suggestion I offered on page 2 of this thread?
I only saw that you tried everything on the forum at the beginning of the thread and you provided no response that you tried this or else I missed it.
Re: Adjusting your Firewall

Coming to mywildirishrose's defense, I have to say 'try all suggestions offered' ....what do you have to lose? You are waiting anyway....and I have headaches everyday!

As for Eli...Really? Wish I had known that I should have been bumped to the front of the waiting list if I have health issues! I had to wait my 6 days for a response from CS when I lost my mansion. 6 specialists and counting....! When not playing the game I am having MRIs, CT Scans ..... can't forget that beloved phone call from my doctor the day after my 47th birthday (3 years ago)!
"Happy Birthday and by the way, you have a Brain Tumor!" on top of the seizure, spots on my lungs....and the list goes on!

Have a Nice Day!


 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 29, 14 1:41 PM
My 26 year old grandson has done everything that has been suggested and everything he can think of to do. I even had my internet supplier here today in case it was my fault. We have uninstalled every part of big fish, dark manor, files and reinstalled, did no good. I may have complained, but, I have done everything on my end i could do to get back in. I don't know my manors name as I visit so many to see them and get energy, but I did send them the account numbers of some of the gold I bought. I hope they can trace me with that information. I really don't know what else to do but wait. My e-mail is getting a work out as i go in every 30 minutes to see if they have found out what is wrong.

 
bfgWendwater
Dogfish
Dogfish
1,911 Posts

Re:Help! When are we going to get back in?

[Post New]by bfgWendwater on May 29, 14 1:47 PM
Hi Everyone,

While we understand your frustrations with the game this thread is becoming quite off topic and I have needed to remove some aggressive posts. When posting, please be sure to follow the Forum Rules, specifically:

Treat others with respect. Harassing, attacking, threatening, provoking, calling unwanted attention to, name-calling, insulting, or bothering other users, moderators, or Big Fish employees on the forums will not be tolerated. Play nice
.
and
Do not respond to or comment on posts or discussions that break the rules. Report the post or discussion to a moderator. Contributing, even to mention that something breaks the rules, keeps that discussion visible and aggravates the problem.

While we appreciate all of your contributions to the forums, should the thread continue in this manner, it will need to be locked.

bfgWendwater

 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 29, 14 2:39 PM
I want to thank you for removing those remarks. I am so sorry if I sounded bitter, but I do love this game. They are working with me to get me in. I will even start over if that's what it takes.

 
LaReinaGitana
Angelfish
Angelfish
1,007 Posts

Re:Help! When are we going to get back in?

[Post New]by LaReinaGitana on May 29, 14 3:23 PM
Hello, lcjdqs,

I am so sorry to hear of your health issues. As a "seasoned citizen," I, too, have my own -- as I'm sure is true for many of us here, given the ages mentioned on another thread. Our "Golden Years." Yeah, right.

Dark Manor is a great temporary escape from the petty (but often overwhelming by their number) annoyances we all face day to day. It has a tranquilizing effect that we welcome. It's entertaining and pleasurable, and we look forward to our play.

As has been described, the repair process, once you have connected with CS, can take time, and days of back-to-back e-mails. Hopefully, your receipts can help your rep to find your manor. I wish you luck.

LaReinaGitana

 

Re:Help! When are we going to get back in?

[Post New]by edogawaranpo on May 30, 14 12:56 PM
Customer Support has fully restored my manor, plus 450 energy, which goes a long way toward placating my frustration at being frozen out for a week. The remedy involved deleting a folder, starting a new manor from scratch, and sending the new manor ID number to the rep assisting me. About 14-15 hours after I followed the step-by-step instructions from CS, they worked their magic and I was able to open and resume my game.

A similar fix had been suggested by a helpful gamer on the Friends of DM forum. Removal of the folder is simple, but restoration of one's manor to its previous state requires help from Customer Service.

My wish for other players who find themselves locked out is that they, too, soon receive this much-needed assistance. Now personally I find the new scenes difficult, with tiny images and an emphasis on low-contrast sepia hues, but that's my problem. Hopefully I'll get better with practice. Lots of practice.

Memento Mori

 
chipper23
Guppy
Guppy
198 Posts

Re:Help! When are we going to get back in?

[Post New]by chipper23 on May 30, 14 2:13 PM
edogawaranpo wrote:Customer Support has fully restored my manor, plus 450 energy, which goes a long way toward placating my frustration at being frozen out for a week. The remedy involved deleting a folder, starting a new manor from scratch, and sending the new manor ID number to the rep assisting me. About 14-15 hours after I followed the step-by-step instructions from CS, they worked their magic and I was able to open and resume my game.

A similar fix had been suggested by a helpful gamer on the Friends of DM forum. Removal of the folder is simple, but restoration of one's manor to its previous state requires help from Customer Service.

My wish for other players who find themselves locked out is that they, too, soon receive this much-needed assistance. Now personally I find the new scenes difficult, with tiny images and an emphasis on low-contrast sepia hues, but that's my problem. Hopefully I'll get better with practice. Lots of practice.

Memento Mori
This is great news..I am looking forward to getting back into my manor soon.

Edited on 05/30/2014 at 2:14:13 PM PST


 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 30, 14 4:42 PM
I'm back in after deleting all traces of my old manor and starting a new one. How do you get your ID number? I have wrote down my new manor's name, but would like ID number for future reference. Thank's Wish I could get some of my stuff back, was in the 50's levels.

 
moosetracker
Flounder
Flounder
2,484 Posts

Re:Help! When are we going to get back in?

[Post New]by moosetracker on May 30, 14 4:58 PM
OK.. This is for future reference, this will be the ID for your new manor, it is not the id that was your old manor..

go under the options menu.. (the cog that is in the top right corner).. First box reads "Playing as" then you have DarkManor-######### the numbers are the unique ID to your new manor.. Customer Service will need that new ID as well as the info to help them find your old manor in order that they can move your old manor into your new manor.. Then you should keep this ID # off your computer in a safe place so that if you have issues again, this is your best way to direct customer service to you manor..

 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 30, 14 5:11 PM
Thank you so much.

 
LaReinaGitana
Angelfish
Angelfish
1,007 Posts

Re:Help! When are we going to get back in?

[Post New]by LaReinaGitana on May 30, 14 5:53 PM
Hi, edogawaranpo and lcjdqs!

Glad to hear that you are back in the game!

LaReinaGitana

 

Re:Help! When are we going to get back in?

[Post New]by edogawaranpo on May 30, 14 7:08 PM
LaReinaGitana wrote:Hi, edogawaranpo and lcjdqs!

Glad to hear that you are back in the game!

LaReinaGitana


Thank you, it's great to be "home!"

 
lcjdqs
Clownfish
Clownfish
691 Posts

Re:Help! When are we going to get back in?

[Post New]by lcjdqs on May 30, 14 7:16 PM
Thank you, it's good to be back. This time I have wrote down all my manor information.

 
 
 
 
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