Pink Poogle Toy Forum

Like I said, I didn't post right away. More than a month passed! If you're writing a journal and you just put everything together it makes no sense. It's stupid! If I had to add something I would edit, but that's a new message. It's not double-posting!

Now, I'd like some feedback on my letter. -edited-


Dear Neopets staff,

I am a longtime user of your site. Over 3 years and counting, in fact. My account's name is Bizonchik. I'm a loyal and devoted player and continually support the brand, and I'm also one of the people who have always played by the rules and always respected the guidlines of your site. I've invested literally thousands of hours of my time on my account, and also spent over $100 on your offline products, including plushies, stickers, notebooks, and the TCG. Mainly for the special offer codes, I admit

One day about four or five months ago my access to my account was disabled and the automated reason provided was that you found that I cheated. So, of course, I was extremely surprised and shocked because, as I've said before, I'm an honest player. I don't cheat or do anything against the rules because what's the point? When you play legitimately you have something to be proud of, when you cheat you're only ruining your own fun. I'm a firm believer in fair play.

So, of course, I filled out the form and waited patiently to hear back about the situation. For 2 or 3 months I've heard nothing. Nothing at all! I got frustrated and started filling the form again and again, until I finally got a response from someone named William W. The only thing his message said was "This account was found to be assisting a known cheater, and will not be returned." Naturally, this made me very angry since I know that I'm innocent and that a loyal and honest customer such as myself deserves better than this kind of treatment. I have tried to plead with that staff member for an entire month but they have all but completely and utterly ignored me. Then I tried to contact each and every member of your support staff. I've sent one email to each, waited patiently for a few weeks, and hoped for some assisstance. The number of replies I got: 0. You can only imagine how frustrating this whole experience has been...

So now after everything, more than three years of work on my account have seemingly gone down the drain. Also, the money that I spent on your offline products, totalling over $100, will have all been for nothing. It's extremely frustrating to know that I will never be able to reclaim the time and money I've invested on Neopets.com. I would really like to have access to my account back! I was punished wrongfully and have been treated very poorly. Not only have I missed out on all of the things that have happened on the site for the past 5 months, I've also had a less than stellar experience dealing with your customer service department. I hope that you can return my account as soon as possible and compensate me for my troubles. If I were around, I wound have been able to earn between 5-7 million Neopoints during that time!

I've went on various message boards and told my story, and a surprising number of other players are in a similar situation. Many members of the Neopets community have been frozen for no fault of their own and have had no luck in getting their accounts back. I'd like to believe that Neopets respects its customers enough to listen to and solve these kinds of dilemmas. I'd hate to think what would happen if everyone just started filing complaints to such organizations as the Better Business Bureau or Consumer Affairs because of the poor treatment they've gotten. Let's try to make everyone happy, allright? It's the holiday season, after all. Santa's watching. Be nice, OK?

JasEdit: Please refrain from insulting members of the staff in your posts. If you have a problem, feel free to PM an Admin. Thank you.

Your letter is pretty concise and (with spell check) could be presentable except for one thing ... you need to be continually polite throughout. It starts out great, but almost seems like a threat towards the end. Wait until you are completely free of negative emotions and then edit. You only have one chance to make an impression!

Yeah, I guess that's true. It's really difficult, though. I'm barely keeping myself from not telling them what I really think. This is actually just the soft version, believe it or not.

You have to realize that Neopets is not perfect and that mistakes do happen. I used to work in customer service. And have some advice: If you want to get treated nice, you have to be nice. Even if you are seething inside. And, you need to be sincere.

In all of the times that I have dealt with the Neopets staff, not once did I write anything that had an angry tone. It is too easy for them to throw the letter away and not do anything with your account. I waited until the anger got out of my system before I wrote anything.

You can write a very persuasive letter without getting angry and blaming people. I have gotten positive results when I pointed out that an error had been made and asked if they could please check out the circumstances and then correct the error. No blame, no anger, and I always thanked them for their time.

I got my daughter's wrongfully frozen account back within 24 hours. I just recently experienced a loss of SDB items and got them back shortly thereafter. I haven't always gotten positive results--I have lost more than 1.2 million in glitches over the past 18 months, but every bug report (even after I lost 200K in the TP glitch) was written in a sincere, non-angry, non-threatening tone.

It can never hurt to be nice to people. Especially those that hold the key to unlocking your account.

And one more bit of advice: The mods here on PPT are extremely nice, helpful people and do not deserve anything less than being treated with respect.