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Old 2012-02-28, 05:57 PM   #1
~Fang~
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Default Got a complaint? - File it formally here.

Permission for this thread's existence has been provided by NetDragon's Complaint Department & TQ's Help Desk. Thank you NetDragon for your optimism. Contact Gina (or another GM) or NetDragon's Complaint Office for more details.

Hey there. The purpose of this thread is to assist players in getting support from the Conquer Online staff. Although support is still hard to come by, this thread will improve your chances of receiving support.

The first step:
The first step in contacting the staff for support is contacting TQ Digital Entertainment using their online help desk. If you find that this help desk is offline, leave them a message and try again once the desk is online. Here is a link to their help desk: Help Desk - Customer Service Center - us.91.com

The second step:
If you haven't emailed TQ Digital Entertainment, try doing so at this time. If you feel that the response given to you over the live chat or email was irrelevant to the case or was not a solution to your problem, try contacting them again. Be sure to take note of who has helped you.

The third step:
If you haven't received support after 72 hours, try contacting NetDragon Websoft. NetDragon Websoft owns TQ Digital Entertainment. Their complaint office is located in Diamond Bar, CA. You can call them at this number: 1 + (909) 612-1681 or email them at feedback@netdragon.com.
Please take note that this email address is for higher level complaints, not in game bugs or suggestions.

The fourth step:
If you still have not received proper support (rejected support or being ignored by the staff) and you're experiencing a high level problem (such as account issues, customer support issues, purchasing issues, product issues, advertising issues, service issues, or refund issues), try contacting NetDragon through the BBB (Better Business Bureau).

What is the Better Business Bureau?
The BBB hasn't been created to kill businesses. It does not have the authority to shut down a business. It is a third party complaint office that assists in filing formal complaints. You do not have to be a US resident and all types of formal complaints are supported. To access this free service and to send a formal complaint through the BBB to NetDragon's complaint office, follow this link: https://www.bbb.org/consumer-complai...&bid=100013117. NetDragon has asked me to remind you to give as accurate of a description as you possibly can. Remain calm, and keep a respectful tone.

Additional Contact Information:
Email Conquer Online's Staff: service@conqueronline.com
Contact TQ's Help Desk: http://messenger.providesupport.com/...condychen.html
Email NetDragon's Complaint Office: feedback@netdragon.com
Phone NetDragon's Complaint Office: 1-909-612-1681 (Available at 9:00-17:00 PDT)
Fax NetDragon's Complaint Office: 1-909-612-0679
NetDragon's Address:
Quote:
NetDragon Websoft, Inc.
21660 Copley Dr. Suite #180
Diamond Bar, CA 91765, USA

I hope this as helped.
Good luck in receiving the support you deserve.

Sincerely,
Spirited Fang

Last edited by darkdestiny54g; 2012-03-01 at 12:42 AM..
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Old 2012-02-28, 09:43 PM   #2
Dark~Colossus
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Quote:
Originally Posted by ~Fang~ View Post
Filing Complaints via the Forum is useless:
We all know that filing complaints to NetDragon (the game developer) using the forums is completely useless. They review the topics and will delete all complaints about their company.

Filing Formal Complaints through the BBB:
The solution is to file a complaint through the BBB (Better Business Bureaus). It doesn't have to be money related, simply state the amount of times you have tried contacting the company about a problem.

The link for this complain form is here:
https://www.bbb.org/consumer-complai...&bid=100013117
Make sure you read all of the fields and give as accurate of a description as you possibly can. You don't have to be a US resident to file a complaint. All types of complaints are supported.

Good luck getting support.
So you're complaining to the CA 'support' office, of a company based in China. That is like me ringing a call centre in India and expecting my complaint to actually be sorted, doesn't happen.
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Old 2012-02-28, 09:47 PM   #3
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Quote:
Originally Posted by Dark~Colossus View Post
So you're complaining to the CA 'support' office, of a company based in China. That is like me ringing a call centre in India and expecting my complaint to actually be sorted, doesn't happen.
As long as Conquer Online is broadcasted from Diamond Bar, CA (with the exception of the EU servers), it's a US company as well and must comply with Los Angeles county laws.

Edit: The BBB isn't there to kill businesses. They have no authority to shut down businesses. It's there to assist the customers in getting support. The point of this thread is to help players get help using the BBB. In any possible cases, if NetDragon were to do something illegal that violated their end user agreement, these BBB cases could be called upon.

Last edited by darkdestiny54g; 2012-02-29 at 12:00 AM..
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Old 2012-02-29, 11:06 AM   #4
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Quote:
Originally Posted by ~Fang~ View Post
As long as Conquer Online is broadcasted from Diamond Bar, CA (with the exception of the EU servers), it's a US company as well and must comply with Los Angeles county laws.

Edit: The BBB isn't there to kill businesses. They have no authority to shut down businesses. It's there to assist the customers in getting support. The point of this thread is to help players get help using the BBB. In any possible cases, if NetDragon were to do something illegal that violated their end user agreement, these BBB cases could be called upon.
It's a chinese based company with an office and server hosting in the US. That does not make it a US company lol. BBB couldn't do anything to TQ if they broke their agreement as the company is based far far away.
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Old 2012-02-29, 11:34 AM   #5
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CDC, anonymous, lulzsec and others. I hear they are taking requests these days ^^ No TQ are NOT capable of preventing their attacks lmfao.
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Old 2012-02-29, 01:27 PM   #6
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Quote:
Originally Posted by Dark~Colossus View Post
It's a chinese based company with an office and server hosting in the US. That does not make it a US company lol. BBB couldn't do anything to TQ if they broke their agreement as the company is based far far away.
TQ is owned by NetDragon, and NetDragon has an office in California that manages purchase problems and complaints. Yes, the BBB does not have authority in closing businesses; however, their testimony can be used in in multiple cases, which is why it is important to go through a third party complaint office. Keep in mind that I'm talking about high level complaints. I will be revising this thread soon to provide more options for lower levels of complaints.
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