While i can understand why people are upset about being charged twice (god knows I'm first in the que if im ever charged wrongly for something) a refund within 7 days is pretty quick I've waited more than that for a refund from my bank
And while much of the blame can be laid squarely at the feet of NC soft we the players have to acknowledge we had a part to play in this as well how many people posted here saying just tried purchasing the pack but the web sights slow or the websites working weird i don't know about any one else but when i went to purchase the pack and it was taking it 10 mins just to load up the details little alarm bells went off and i decided to wait till it settled down.
But hopefully lessons have been learned for Super Booster 3 (whens it out whens it out 
) and they will have a more robust purchasing system in place for it.
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And while much of the blame can be laid squarely at the feet of NC soft we the players have to acknowledge we had a part to play in this as well
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You know, I really don't think we do.
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While i can understand why people are upset about being charged twice (god knows I'm first in the que if im ever charged wrongly for something) a refund within 7 days is pretty quick I've waited more than that for a refund from my bank
And while much of the blame can be laid squarely at the feet of NC soft we the players have to acknowledge we had a part to play in this as well how many people posted here saying just tried purchasing the pack but the web sights slow or the websites working weird i don't know about any one else but when i went to purchase the pack and it was taking it 10 mins just to load up the details little alarm bells went off and i decided to wait till it settled down.
But hopefully lessons have been learned for Super Booster 3 (whens it out whens it out ) and they will have a more robust purchasing system in place for it.
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I agree with most of your points, however not when it comes to blaming the players for essentially being too keen to buy a product. For this to happen the site has some design flaws, I work on some retail websites and it is impossible for this to happen regardless of traffic or server capacity, this is because solid logic processes are incoperated in the design, in fact it would err on the side of safety.
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so you think all of us trying to purchase the pack at the same time and constantly hitting refresh for the hours before its release had no contribution to the web site having a wobbly
Or the fact amongst those that were over charged there would have been those that tried clicking the button twice (yes i know it greyed out after clicking but who's to say it still didn't register a click) or those that tried refreshing when the page stopped responding had nothing to do with compounding the problem
or hows about those people who sent multiple tickets because they didn't get a response to there first one quick anuff I'm sure having multiple tickets from the same player concerning the same transaction helped matters no end
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so you think all of us trying to purchase the pack at the same time and constantly hitting refresh for the hours before its release had no contribution to the web site having a wobbly
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It may well have, but as Night_Hornet says above even if it threw a wobbly it should fail safe and do no orders at all rather than put in multiple orders.
Site design isn't player responsibility at all, and it's entirely down to NCSoft to make sure it doesn't go wrong in the way it did.
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Or the fact amongst those that were over charged there would have been those that tried clicking the button twice (yes i know it greyed out after clicking but who's to say it still didn't register a click) or those that tried refreshing when the page stopped responding had nothing to do with compounding the problem
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Same again; if a button's greyed out, it's the designer's responsibility if it responds to clicks when it's indicating it won't. Similarly the site should be designed so the problem isn't there in the first place; that way repeated refreshing can't compound it.
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or hows about those people who sent multiple tickets because they didn't get a response to there first one quick anuff I'm sure having multiple tickets from the same player concerning the same transaction helped matters no end
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That's a different issue altogether, but in any case dealing with (or making a mess of dealing with) the fallout of their earlier mistake is still NCSoft's responsibility - and not down to a generic "we" at all.
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so you think all of us trying to purchase the pack at the same time and constantly hitting refresh for the hours before its release had no contribution to the web site having a wobbly
Or the fact amongst those that were over charged there would have been those that tried clicking the button twice (yes i know it greyed out after clicking but who's to say it still didn't register a click) or those that tried refreshing when the page stopped responding had nothing to do with compounding the problem
or hows about those people who sent multiple tickets because they didn't get a response to there first one quick anuff I'm sure having multiple tickets from the same player concerning the same transaction helped matters no end
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Mess, I think you may be mis-reading my post, I'm not saying that those things didn't contribute to what happened, I'm saying that the site should be designed well enough to cope with these factors, as running the risk of double or treble charging customers should not be acceptable in any circumstances.It is possible to have a process flow to restrict this activity.
Also as I posted much earlier in this thread, the poor communication regarding the release/timing of the pack only helped to cause this, as people had been waiting for hours to buy it, this practicually ensured that the site was "bombarded", also this was compounded by it being released in the Easter holidays where a lot of people were off work/school etc.
For my part I did not refresh at all, I just tried to complete the transaction, as I understand about basket sessions for some sites. Indeed as you rightly put in your post - hopefully NCsoft will learn lessons from this and get it right next time.
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<QR>
Just a quick question. Is the website fixed yet?
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<QR>
Just a quick question. Is the website fixed yet?
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I'm not sure I could afford to check... 
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so you think all of us trying to purchase the pack at the same time and constantly hitting refresh for the hours before its release had no contribution to the web site having a wobbly
Or the fact amongst those that were over charged there would have been those that tried clicking the button twice (yes i know it greyed out after clicking but who's to say it still didn't register a click) or those that tried refreshing when the page stopped responding had nothing to do with compounding the problem
or hows about those people who sent multiple tickets because they didn't get a response to there first one quick anuff I'm sure having multiple tickets from the same player concerning the same transaction helped matters no end
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Mess, I think you may be mis-reading my post, I'm not saying that those things didn't contribute to what happened, I'm saying that the site should be designed well enough to cope with these factors, as running the risk of double or treble charging customers should not be acceptable in any circumstances.It is possible to have a process flow to restrict this activity.
Also as I posted much earlier in this thread, the poor communication regarding the release/timing of the pack only helped to cause this, as people had been waiting for hours to buy it, this practicually ensured that the site was "bombarded", also this was compounded by it being released in the Easter holidays where a lot of people were off work/school etc.
For my part I did not refresh at all, I just tried to complete the transaction, as I understand about basket sessions for some sites. Indeed as you rightly put in your post - hopefully NCsoft will learn lessons from this and get it right next time.
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Sorry Horrnet that post wasent really aimed at you or any one in particular for that matter it was more general rant.
and your right the comunication could have been better tho at the same time if there drowning under a hail of tickets probbaly processing those tickets (rightly or wrongly) takes priorety over keeping the customer updated.
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<QR>
Just a quick question. Is the website fixed yet?
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It worked just fine for me when i used it (15th/16th) and I've not seen any more reports of it mucking up.
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Sorry Horrnet that post wasent really aimed at you or any one in particular for that matter it was more general rant.
and your right the comunication could have been better tho at the same time if there drowning under a hail of tickets probbaly processing those tickets (rightly or wrongly) takes priorety over keeping the customer updated.
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Nps Mess 
I agree that raising multiple tickets helps nobody, this only drives up the amount of backlog that teams have to deal with. I only raised one and left it with support (I did not chase it either), however some people will not really get it and being overcharged is generally an emotive thing for consumers especially if no apology or eta is given, it's a double edged sword really - you want to clear up the errors quickly so this can impact communications, communicate and you may buy yourself a bit of time, you just have to try and make the best business decision.I will say this, even if they didn't have the time to update every customer, surely somekind of proper statement in a post on here would have managed some expectations?
Also I agree with Standoff, it wouldn't have happened if the site had been ok.
Anyway looks like they are getting there now and in terms of timescale, as someone said earlier it's not the worst turnaround.
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I was refunded today.
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Just one question though, been told I am getting refunded, but how come it doesn't just go right back on your card right away?
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because there's more than likely a processing time frame it'll go something like
NCsoft refund 5 quid -->instructs there bank to give money to your bank---->Nc softs bank gives money to your bank---->your bank place money in your account
now between those stage's there can be several days its like if you have a credit card with a bank and you also have a bank account with the same bank you can pay money to your credit card and it'll disappear immediately from your account but take 2 or 3 days to appear on the card.
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Just one question though, been told I am getting refunded, but how come it doesn't just go right back on your card right away?
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Generally this is the case because:
When you purchase an authorisation code is obtained from your bank, thus allowing the funds to be taken as quickly as the merchants system will allow and most new sites have systems that validate orders immediately at the point of order confirmation.
Refunds are different because there is no auth code it is a matter of transfering funds between banks, the speed at which this happens is down to what timescale and method the merchant uses to send its batches over and how long some banks take to process them and transfer funds.
In other words they work in different ways.
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Thanks )
(though still dont see in general why in this day and age it cant be immediate for any transaction)
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I belive it is somthing there working towards but like all things it takes time after all imagin the mess if they got it wrong
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Thanks )
(though still dont see in general why in this day and age it cant be immediate for any transaction)
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It's to do with ensuring the security of your card and their banking details, basically.
When you confirm the CVV code, you are basically authorising a particular transaction from your bank account to a business. However, account transfers (BACS, CHAPS, Telegraphic Transfer, Direct Debit), which is what is happening when a refund is done, require a direct instruction to both banks involved, and each and every one of them must be cleared by someone in the business who has the autonomy to do so (Money Laundering prevention requires that they keep an eye out for a large number of transactions reversing quickly, too, so they need to note this is happening, as will their bank AND your bank). Unfortunately, it is not quite as simple as someone clicking the box that says "reverse transaction 2436752", for exactly that reason.
As such, the Customer Service crew at NC will be beavering away like mad things, checking, double-checking, inputting and authorising, then sending whole batches of these things to their bank. Those transactions may take anything from zero time up to 5 working days to clear the funds (depending on the transaction method being used) into your bank account.
Considering the sheer number of these eroneous transactions that happened, I'm not surprised that it's taking a few days to sort out - yes, it shouldn't have happened, but they're working to sort it, so have a little patience.
Edit: If you are particularly frustrated with how long it is taking, contact your bank (quickly!) and ask them to make an Indemnity Claim on the incorrectly taken money. That should take no more than a couple of days.
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Thanks )
(though still dont see in general why in this day and age it cant be immediate for any transaction)
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It usually depends on how much Bank A and Bank B are willing to cooperate. Some banks like each other, some banks don't. Moving funds internationally also causes delays in many cases.
Plus there's the built in delay whilst the banks earn a teensy bit of interest on your money whilst it's in their systems.
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Plus there's the built in delay whilst the banks earn a teensy bit of interest on your money whilst it's in their systems.
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Very true, but with the new Faster Payments system, plus EU Regulation in November this year and January 2012, this will be a thing of the past for any European Economic Area transfers - it'll have to be immediate (within 2 hours is immediate in the banking world).
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Spooky, perhaps just coincidence but within 10 minutes of my post, I got an email from support saying my refund has now been done with the wording "We apologise for any inconvenience".
I have posted straight away in the way of fairness.
While I am happy that my refund has been done and I now have kinda got an apology, the fact remains that I should have never been in this position to begin with.
In my experience these kind of problems can lose you customers, so please NCsoft review your store process maps, as it least in these examples it would seem that clicking the final authorsiation is not the point where the actual transaction takes place or at least there are errors in the process that can allow this to happen.
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