If you actually read what I said, it said to try again, so maybe you could try not being so condescending.
Of course it would have been better if they released it with a system that worked in the first place.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
[ QUOTE ]
Im sure it is when your charging players two or three times for one addon pack :P
[/ QUOTE ]
Errors like this one actually end up costing us money, once the refunds are issued.
[ QUOTE ]
If you actually read what I said, it said to try again, so maybe you could try not being so condescending.
Of course it would have been better if they released it with a system that worked in the first place.
[/ QUOTE ]
So if it says 'jump like a rabbit through your room', you would do it also? Something with common sence and stuff.
Serious.. lol.
50)Sinergy X/(50)Mika.
(50)MaceX/(50)Encore
Sign the petition, dont let CoH go down! SIGN!
[ QUOTE ]
So if it says 'jump like a rabbit through your room', you would do it also? Something with common sence and stuff.
Serious.. lol.
[/ QUOTE ]
Not quite the same. At least 'try again' rings of a certain logic, meaning, it's a possible request from the server.
[ QUOTE ]
[ QUOTE ]
If you actually read what I said, it said to try again, so maybe you could try not being so condescending.
Of course it would have been better if they released it with a system that worked in the first place.
[/ QUOTE ]
So if it says 'jump like a rabbit through your room', you would do it also? Something with common sence and stuff.
Serious.. lol.
[/ QUOTE ]
If a transaction server tells you there was an error but you should try again then that's what I'd do. I'd assume the transaction was rolled back properly and it was safe for me to retry.
If it just threw an "There was an error with your request." then I'd stop and wait.
[ QUOTE ]
[ QUOTE ]
Im sure it is when your charging players two or three times for one addon pack :P
[/ QUOTE ]
Errors like this one actually end up costing us money, once the refunds are issued.
[/ QUOTE ]
Probably would if they ever got round to refunding 
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
[ QUOTE ]
[ QUOTE ]
[ QUOTE ]
Im sure it is when your charging players two or three times for one addon pack :P
[/ QUOTE ]
Errors like this one actually end up costing us money, once the refunds are issued.
[/ QUOTE ]
Probably would if they ever got round to refunding
[/ QUOTE ]
Yep. Not even an update yet to say that you're in a queue...
"Idealism is such a wonderful thing. All you really need is someone rational to put it to proper use." - Kerr Avon
Myopic Aardvark on Twitter
[ QUOTE ]
[ QUOTE ]
If you actually read what I said, it said to try again, so maybe you could try not being so condescending.
Of course it would have been better if they released it with a system that worked in the first place.
[/ QUOTE ]
So if it says 'jump like a rabbit through your room', you would do it also? Something with common sence and stuff.
Serious.. lol.
[/ QUOTE ]
This is an issue that has affected a lot of people on both sides of the Atlantic, and you just turning round and pretty much calling them all idiots is not helpful. Aside from the error issue, other people were charged more than once after clicking once, so get off of your high horse.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
I'm sure they are doing their best to sort things out, although I'll see how support deals with my case before I comment on the customer service on this matter.
However IMO any site that can allow the possibility of over charging customers is poorly designed (I work for a major UK multi channel retailer on their e-commerce systems, so I have experience in this field). System safeguards should be in place to block this activity regardless of traffic volumes and server capacity.
Im sure that the demand was perhaps more than expected, however maybe the risk could have been kept to a minimum by carefully considering the global release timing/mechanics and communicating this to us, the customers. After all, there were no details of the timing of the release, surely this only drove people to bombard the site at the same time because many had been waiting hours for the booster to appear in the store.
Im not having a pop, just some observations.
My deviantART page (warning some images nsfw)
GGRRR Comic Series GGRRR Comics on Facebook
Has anyone at all actually had a response from them yet? Are they all on holiday or just making interest on all of our monies? Its a ridiculously slow response time.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
After a days wait, support have got back asking me to confirm some of my card payment details.....that's all so far.
However I would suggest that GR is correct about them losing money on this, rather than making interest.
The reason being is that NCsoft do not get your payment directly, the tranactions are facilitated by a 3rd party (I think it's Bibit in this case). Each transcation through Bibit will have a charge for NCsoft whether it's a sale or refund.
The reasons it works this way now are down to the new PCI laws meaning that retailers are not allowed to store customers payment card details - hence why support are asking for some of my details.
Even if/when they agree to refund your money, bank transfers can mean the funds may take a few days to return to your account.
My point in the post above is that it shouldn't be allowed to happen, debiting cards in this manner without the users consent (eg not pressing the confirmation button) could perhaps be viewed as a breach of the sales of goods act/distance selling regulations. Although we should all also appreciate that mistakes can happen.
My deviantART page (warning some images nsfw)
GGRRR Comic Series GGRRR Comics on Facebook
[ QUOTE ]
After a days wait, support have got back asking me to confirm some of my card payment details.....that's all so far.
However I would suggest that GR is correct about them losing money on this, rather than making interest.
The reason being is that NCsoft do not get your payment directly, the tranactions are facilitated by a 3rd party (I think it's Bibit in this case). Each transcation through Bibit will have a charge for NCsoft whether it's a sale or refund.
The reasons it works this way now are down to the new PCI laws meaning that retailers are not allowed to store customers payment card details - hence why support are asking for some of my details.
Even if/when they agree to refund your money, bank transfers can mean the funds may take a few days to return to your account.
My point in the post above is that it shouldn't be allowed to happen, debiting cards in this manner without the users consent (eg not pressing the confirmation button) could perhaps be viewed as a breach of the sales of goods act/distance selling regulations. Although we should all also appreciate that mistakes can happen.
[/ QUOTE ]
You are lucky NH, still heard nothing at all, not even a polite, we r looking at it for you.
Also dont see why it should take a few days to go back into my account when they finally take a look at it in December next year. It only took 5 minutes to come out.
This really is atrocious customer service.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
After providing the last 4 digits of my card to confirm who I was, I just got a "We are closing this question as it appears to be addressed by another question. PLEASE DO NOT CONTACT US AGAIN AS THIS WILL CAUSE DELAYS"
Of course, the reference number they gave me for the new question isn't on my account at all, which basically means my question has been closed, I am being charged interest on my card and NCSoft still aren't doing anything about it.
If they could tell me where to find this elusive question, that would help, but look, I can't even contact them to ask, because that will CAUSE DELAYS (ie. bottom of the question bundle, it's a new question).
Customer support really has taken a knock - no announcements of down time, no Official word on refunds for money that they took without permission.
I think some people call that stealing. 
"Idealism is such a wonderful thing. All you really need is someone rational to put it to proper use." - Kerr Avon
Myopic Aardvark on Twitter
been waiting 3 days now at the 'give us your last 4 digits of your credit card' stage, I've updated the question but had no response so far...
...I do love CoH but the support side of things really needs a kick up the backside in the EU.
Badge Earned: Wing Clipper
A real showstopper!
As I said before, technically it is fraud. Although the intention may not have been to steal, the system took the money under false pretences.
As usual, the customer service is absolute sh!te, and I am waiting for something like the response I had once before -
"Thank you for your enquiry regarding Guild Wars"
A redname response would be good considering this has affected a lot of people and they dont seem to give a stuff.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
[ QUOTE ]
As I said before, technically it is fraud
[/ QUOTE ]
Not technically. It is fraud.
I wonder how they'll cope with this sort of thing in Novemember when the new EU regulations about payment timescales/fraud refunds come into effect? Granted they don't have to make the refund instantly, the bank/card provider does, but then said banks will lean heavily on the companies for their money back.
Mistakes like this will get very expensive for them then.
Sorry, this is my current project in work and these regulations are deliberately very strict, so companies who take card payments will have to be very careful after November.
"Idealism is such a wonderful thing. All you really need is someone rational to put it to proper use." - Kerr Avon
Myopic Aardvark on Twitter
Finally, here's what I just got:
[ QUOTE ]
Dear *****,
We apologise for the inconvenience. We are granting you a refund for order number *******. A £5.99 credit has been applied to your card. This may not appear until your next billing statement.
We have therefore deleted the wrongly purchased Online Code.
Regards
Senior GM Someoneorother
NCsoft Customer Support
[/ QUOTE ]
Of course, I could be really picky about the interest that it will cost me, but it's literally 2 or 3 pence.
For those that end up hitting or going over a limit because of NCSoft's mistake, that would be a different matter. (Although I'd be compelled to discuss financial difficulty vs MMO there....)
"Idealism is such a wonderful thing. All you really need is someone rational to put it to proper use." - Kerr Avon
Myopic Aardvark on Twitter
Well I have finally had an email, same as above needed card bits. Fingers crossed.
Zhaan, Chakyra, Fiorina 161, Aeryn, Polly Nation, Dee Pression, Shazanne, Night Jester and too many more to mention.
Network Hell 47640
Valley of the Harpies 74519
Green and Pleasant Land 75966
I think it's taken them a while to clear the backlog of refunds because the pack was so popular - they must have had thousands after the store was stormed by booster-hungry mobs 
@Golden Girl
City of Heroes comics and artwork
Seems like my refund went through today as well. It was probably as GG says (agreeing with Golden Girl...oh the horror) that they had to clear a massive backlog of refunds with the website being a tad [censored] and all.
Badge Earned: Wing Clipper
A real showstopper!
[ QUOTE ]
(agreeing with Golden Girl...oh the horror)
[/ QUOTE ]
You'll get used to it 
@Golden Girl
City of Heroes comics and artwork
[ QUOTE ]
with the website being a tad [censored] and all.
[/ QUOTE ]
Such as not recognizing that there's Maestro cards starting in 2009, meaning I can't get the booster pack nor can I update my sub at the end of the month.
[ QUOTE ]
I think it's taken them a while to clear the backlog of refunds because the pack was so popular - they must have had thousands after the store was stormed by booster-hungry mobs
[/ QUOTE ]
That still doesn't stop a post here or a blanket email saying "We're still dealing with it."
Then again, official posts here seem to have tailed off greatly in recent weeks, something that they're going to have to look at.
They weren't perfect, but I felt slightly more informed of things that were going on when B & RJ were still here.
"Idealism is such a wonderful thing. All you really need is someone rational to put it to proper use." - Kerr Avon
Myopic Aardvark on Twitter
[ QUOTE ]
Wouldnt blame people for a sh1tty system. When it comes up "Error processing - please try again" or such like, you do what it says on the tin, so whoopie doo for you but dont go criticising people when it actually is not their fault.
[/ QUOTE ]
So you see an error, and you just go try again? So if there already was a notice the payment system was having issues, people still keep trying? If the account login already giving timeouts, why do people still persist and try to continue? Just because they 'want' it.
2 of my payments got a timeout, i just waited and see what email i get. A paypal confirmation, a NCsoft confirmation, all done.
50)Sinergy X/(50)Mika.
(50)MaceX/(50)Encore
Sign the petition, dont let CoH go down! SIGN!