Discussion - Player Services Status Update 9/18/2012
By
0verload,
Posted on: 2012-09-18 14:22 in News, Events and Announcement Discussion
I've very interested in seeing how they are going to handle the refunds for people who had yearly subscriptions.
I have two of them.
One expires at the beginning of Feb, the other at the end.
I'm wonding how they're going to count the 'free' month. Since it looks pretty sure that they're credit us for time paid after the first of September, I'm looking at either a 9 month or a 11 month prorated refund.
I'm willing to bet that they're going to take the former, rather than the latter.
Scummy if they do it that way...purely scummy.
Arc #1267 The Key of Brass and Flame
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Am I reading this correctly? Paragon Studios made the final decision? There is no other 'we' who could be referred to the way you phrased that sentence.
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Originally Posted by Zwillinger
We cannot reiterate how tough it was to make the final decision to close this wonderful chapter in our history.
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I paid for time in lumps with Paypal, but I did pay before the 'deadline' and the money was taken out of my account for the 3 months I paid for. As well, I paid for paragon points before the deadline came with paypal too. Will I be issued a refund for the points and my subscription?
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The big red bold letters say: "**IMPORTANT: YOU WILL NOT RECEIVE AN ADDITIONAL RESPONSE TO THIS E-MAIL UNLESS YOU UPDATE YOUR QUESTION.**" This does not mean that they won't respond any further, they are saying they will only respond further if YOU update the support ticket. That is standard for support responses.|
Originally Posted by damienray
Well, I took Zwill's advice and sent in a ticket regarding a refund issue. The "cut & paste" reply is still the same one they've been sending since the announcement. And they also advise (in big bold red letters) that there will be no further reply to my ticket. They are NOT helping.
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This is the text of the response that I got when I asked about updating my credit card info (I got a new one between last time my sub fee was charged and now) - apologies if this is the same response everyone has been getting all along, but I haven't see everyone else's replies, so I figured I'd post this one:
"Hello,
We would first like to thank you for your support of City of Heroes. It is never easy to make this kind of decision. You can read the official announcement at http://na.cityofheroes.com/en/news/n.../thank_you.php. There is a discussion on the forums that you are free to join at http://boards.cityofheroes.com/showthread.php?t=295621.
For refunds of unused time or unspent Paragon Points, we will be contacting those players directly with information. Please watch the website for any official updates as soon as they are available.
City of Heroes will be available for at least the next three months. We are working on something special for our VIP and Premium players. As soon as these plans are ready, they will be announced on the website and the forums.
Regards,
The City of Heroes Support Team"
This says to me that they will A) contact me directly with details about refunds; and B) that they haven't set a definite end date for the game ("City of Heroes will be available for at least the next three months." --Emphasis mine).
I honestly don't think there is any more doom than there has been all along according to this response. Keep up the noise ... you never know who is listening.
Serenity is not freedom from the storm, but peace amid the storm ...
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We've got no intention of letting up on the pressure at all.
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Originally Posted by PerfectStorm
Keep up the noise ... you never know who is listening.
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@Golden Girl
City of Heroes comics and artwork
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Yes there is. In fact, there is only one possible group that "we" references in that passage, and its not Paragon Studios:|
Originally Posted by Chops
Am I reading this correctly? Paragon Studios made the final decision? There is no other 'we' who could be referred to the way you phrased that sentence.
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| But before we get into the details, we want to personally share with you NCsofts sincere thanks to all of our fans that have spent time with us during the past eight years. We cannot reiterate how tough it was to make the final decision to close this wonderful chapter in our history. |
Zwillinger isn't speaking for Paragon Studios officially. There is no Paragon Studios to speak for officially.
I can assure you no one at Paragon Studios made this decision.
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While not the worst response to this issue possible, NCSoft can still take a short ride on a long impaling stake, as far as I'm concerned.
As a gatekeeper on gaming for a circle of friends, I will be sure to put the good and bad of this in proper perspective for them.
Rend this space....
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Ehm... we don't need to rush the media just to look like little foolish kids, someone took the candy away. Believe me... as I already said, the MMO market and people playing MMOs is smaller, than everybody thinks. Because you need a lot of time, effort and money to play an MMO (and you need to play it on a long turn). Not everybody's basket. So real MMO players are talking with each other... and that kind of news are spreading very fast (just an example: watch the sales drop in SWTOR, everybody knows that there is no end content, so the game is almost finished). Closing down a self running golden egg in our days (the MMO market isn't going easier), is biggest nonsense you can do anyway.|
Originally Posted by Helyom Viana
We need to make all NCSOFT's costumers and the media to know about this no-ethic behavior. After seven years of fidelity is exactly it that all they will get: one week new issue is announced; next week, developers fired and game going to shut dow! We must denunciate this conduct! It is not about COX anymore. So, no word about our petition? No one saying: "Sorry, about it...". They don't care about us, and all of us believed them, year after year. We spent our time building SG's bases, coalitions, AE mishes, market stuffs, etc. Unfortunately, looks like they don't know how we fell about our life in the Cox, how our characters mean to us. If they don't want this game anymore,just sell it! We must to demand it!
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And one thing NCSoft is slowly realizing... this game was not played by little kids, who won't say anything if you just take away a game and offer something else (Blade & Soul). We're adults and we have the money. And we are pretty capable to do what we say, when I state I don't play anymore any NCSoft product, it's not a joke like usually forum trolls are telling (I mean, a lot of people just write something and doing something else). I was a very good customer for NCSoft, because when I like something, I buy everything. But if a company doesn't care, I don't care too. Others will love to get my money.
Ya know, these kind of people only understand, when they get a hole in their pocket. That's the only way to let them realize, that you cannot do everything with your customers. And that's the power we have. If nobody anymore buys NCSoft or Nexxon products, they're finished. Easy as that.
Edit: I just saw, that Ragnarok Online (one of the first and oldest 3D MMOs) is new launched in turkey. Funny, isn't it? So don't tell us something about "COH looks old" or is outdated (one of the reason why Champions and DCUO isn't any solution for COH players). It is not going about the look, dear NCSoft and Nexxon shareholders. A game is counted by it's content and gameplay. As you can see, also older MMOs have a success and make money, because there is a commmunity for it, that likes to play games with content and nice gameplay instead of only playing good looking grindgame for the braindead. http://forum.donanimhaber.com/m_66024244/tm.htm
Edit2: Do you really think, that a game called Minecraft would have so much success, if everything is only about look and grind (watch the counters there)? http://www.minecraft.net/ Do you really think, it is something big that NCSoft sold 2 mio. copies of Guildwars2? Minecraft already sold almost 7.5 million copies. And minecraft is a good example, because it is a similar game for your imagination like COH, where you could design your hero like you loved it and played they way you like. Not to mention the architect or supergroup editor...It looks for me Asian game companies still are so far away from realizing what people want on the western market like the distance between our solar system and the next galaxy.
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I was able to buy the new Pocket D3 outfit on the night of September 19th with my new allotment of 550 points, and bought nature affinity a few days before that-- well after the shutdown announcement.|
Originally Posted by Starhammer
I do wish I hadn't blown $100 on points at the beginning of August in anticipation of impending powersets and such. Guess those 1600 bonus points aren't such a great deal anymore, huh?
Sad thing is, If I was able to apply those points to the various powersets on live until Nov, I probably wouldn't bat an eye at the expense :/ Oh well. |
I still have points now, so I will try and spend those too to make sure the market still works, but as of a day and a half ago it still did, as long as you already have points in there.
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I did all of this, and got an email saying:|
Originally Posted by Zwillinger
Outstanding subscription balances as of September 1, 2012 will receive a refund to the payment method used for the original purchase[*]Customers who purchased Paragon Points after August 24, 2012 will receive a refund to the payment method used for the original purchase[/LIST]For customers who previously paid using Game Time Cards with outstanding subscription balances as of September 1, 2012, please contact support (https://support.cityofheroes.com/app...tail/a_id/8848) with your name, City of Heroes account name and phone number. Once support calls you, please be prepared to supply them with this additional information to receive a wire transfer for the remaining balance: [LIST][*]North America - Financial Institution, Account Number and Routing Number, and the 20-digit game time card applied to said account.
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Hello, We would first like to thank you for your support of City of Heroes. It is never easy to make this kind of decision. You can read the official announcement at http://na.cityofheroes.com/en/news/n.../thank_you.php. There is a discussion on the forums that you are free to view at http://boards.cityofheroes.com/showthread.php?t=295621. For details on VIP accounts and refund information, please read the update at http://na.cityofheroes.com/en/news/p...tus_update.php. I apologize for any inconvenience, but any accounts that were not VIP status on September 1st, 2012 will not be able to upgrade to that status. City of Heroes will be available for at least the next three months. Please watch the forums for updates on special events that will be run in that time. Regards, GM Roland The City of Heroes Support Team |
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I smiled when I checked the expiration date of my current subscription : 11/30/2012 ...
I purchased $109.00 worth of Paragon Points on 7/5/2012. I've used all of 1000 leaving a balance of 8900 or so...no refund here?
I guess I should be happy that I'll at least receive most of the subscription I paid for on 6/24/2012.
Thanks NCSoft (not).
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Dropping a bombshell as they did stating @ such short notice that the game was going to close knowing that most people would react badly was bad enough for any of us to swallow.Surely this has been on the cards for some time & more notice should/could have been given but for 
ncsoft to take liberties as they have in stating unrealistic cut off's for paragon points of the 24th August, would anyone really buy points or wasted vast amounts of money on a game if it was closing!!
I started to purchase vast paragon points back in June for the future as the upcoming work that was being done on the game, from July alone I spent £112.00/$181.00 on points in view of the upcoming updates, kind of an investment for the future, but for them to pluck the 24th of august as a cut off point is a complete and utter joke I find it disgusting and I know I'm not on my own here & there are many people in the same position.
they set the apparent closure of game as Nov 30th, is that showing that they are allowing reasonable/fair time to elapse for use of points e.t.c????, some form of legal requirement!!?
because if it is that does not wash with me as I know many people do not play it anymore from the initial announcement & frankly as a result of the closure I cannot find the drive to even log into account & get any enjoyment out of it. the way I see it is purely wasted money & a lot of it also, lining the pockets of ncsoft whilst they rub there hands and basically give players the middle finger.
To Zwill as you seem the only real point of contact or have limited access to the powers that be can you tell me how & where to go in relation to a complaint.
I will not give up on the fight for this and no-one else should either @ the end of the day ncsoft have been unrealistic in dealing fairly with refunds and set out things that best suit there pockets.
I cannot bring myself to be pleasant about the game even though I should be as I've had some good times but money talks
Originally Posted by Phillygirl 
Thanks Z, I have 2 time card questions. I just used a 60 day time card about 2 weeks before the announcement but I threw away the actual time card and it says you need the number. Also I have 4 unused 60 day time cards still do we submit them as well?
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I sent in a ticket to get a refund on five 15 day time cards, but was told that they do not refund them, and have to return it to the place I bought it from, but they do not accept returns on these, plus a couple have been opened but not used.|
Originally Posted by Zwillinger
Lisa, unfortunately I can't give you a yes or no answer on this one. My advice would be to contact Customer Support and see if they can assist you.
As far as the unused ones go, I imagine you're due a refund on these, I'm not certain if they would be refunded if they're unapplied to the account. Either way you definitely should contact Customer Support and they should be able to answer your questions. |
I only bought them as they had the "Redeem Code" function still available on site and in game, and it says you can enter Game Tme Cards, even TODAY. They should remove the "Redeem Ciode function if codes are no longer available, or if only Game Time Cards are not useable, then they should remove that one from the list, and put in a red warning message saying, that Game Time cards are no longer accepted. As they have not done that, they should honour refunds.
I could not buy a subscription to make my free account to VIP, and saw that they Game Time Cards were being accepted in the account, so then I went and bought some, but when I got them it did not work. I am going to keep pushing this, as it is deceptive, and if I did not see that time cards could be accepted (although does not work) I would not have bought any. If they decide not to shut down CoH then I should be be able to use them again, and they will not need to give a refund
Here is a screenshot taken TODAY showing that you can enter Game Time Cards
and then it does not work:
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Originally Posted by Mr E-Man
What happens if I no longer have the Credit Card that was used to make the payment for my 1 year sub? I'm not sure if this is the case, but I have a feeling that it is - I need to check my records.
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Originally Posted by Mr E-Man
I double checked, it was definitely paid with a now canceled credit card.
I sent in a help ticket to see if they can apply the refund to the credit card I currently have on file or to PayPal. |
Well, regarding my refund, I've been told that they can only refund to the original credit card & I will need to fight with the issuing bank to get my money...Not acceptable
The money has been in CoH/NCSoft's bank for well over 6 months - there is no reason that it needs to be credited to a dead credit card.
Mr E-Man ~ Mr E-Villain
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As City of Heroes, Villains closes could Double XP weekends be in affect until the last day? This way people can have a last ditch effort to get their toons/characters up in levels and experience some sort of closure.
Thank You,
Sallabane/Infinity/Level 50/Electric Blast/Electricity Manipulation
The heck with double xp, how about instant leveling? Just go see a "trainer" and level up. Unlimited respecs, unlimited inf. Open it up. Have massive PVP wars, go anywhere be hero or villain, it is the time of the apocalypse, end of the world, chaos. Lets go out with a BANG!
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^ This.|
Originally Posted by Soul_Bender
The heck with double xp, how about instant leveling? Just go see a "trainer" and level up. Unlimited respecs, unlimited inf. Open it up. Have massive PVP wars, go anywhere be hero or villain, it is the time of the apocalypse, end of the world, chaos. Lets go out with a BANG!
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Ending the game with everything opened up, villains rampaging through Paragon, heroes striking at the heart of Grandville, Rikti attacks, Halloween event, Xmas event, as much as possible without crashing the servers, so that CoH doesn't end with a whimper.
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They already had the Valentine event this weekend. I barely caught it. I don't know what the schedule for events are but they're giving us what they can. From what Zwill said in the last community coffee talk on 9/5 they can only run one event (IE Halloween, X-mas) at a time.|
Originally Posted by Necrobe
^ This.
Ending the game with everything opened up, villains rampaging through Paragon, heroes striking at the heart of Grandville, Rikti attacks, Halloween event, Xmas event, as much as possible without crashing the servers, so that CoH doesn't end with a whimper. |
Also someone told me double XP was already on, I'm not 100% if this is true or not but I have been leveling faster and I solo. I haven't seen anything official announced on it.
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Originally Posted by th1sisajoke
Dropping a bombshell as they did stating @ such short notice that the game was going to close knowing that most people would react badly was bad enough for any of us to swallow.Surely this has been on the cards for some time & more notice should/could have been given but for
ncsoft to take liberties as they have in stating unrealistic cut off's for paragon points of the 24th August, would anyone really buy points or wasted vast amounts of money on a game if it was closing!!I started to purchase vast paragon points back in June for the future as the upcoming work that was being done on the game, from July alone I spent £112.00/$181.00 on points in view of the upcoming updates, kind of an investment for the future, but for them to pluck the 24th of august as a cut off point is a complete and utter joke I find it disgusting and I know I'm not on my own here & there are many people in the same position. they set the apparent closure of game as Nov 30th, is that showing that they are allowing reasonable/fair time to elapse for use of points e.t.c????, some form of legal requirement!!? because if it is that does not wash with me as I know many people do not play it anymore from the initial announcement & frankly as a result of the closure I cannot find the drive to even log into account & get any enjoyment out of it. the way I see it is purely wasted money & a lot of it also, lining the pockets of ncsoft whilst they rub there hands and basically give players the middle finger.To Zwill as you seem the only real point of contact or have limited access to the powers that be can you tell me how & where to go in relation to a complaint. I will not give up on the fight for this and no-one else should either @ the end of the day ncsoft have been unrealistic in dealing fairly with refunds and set out things that best suit there pockets.I cannot bring myself to be pleasant about the game even though I should be as I've had some good times but money talks |
I know how you feel, I purchase $200 worth of points just before the "cut-off", been trying to speak to support about it but all what they keep doing is referring me back to this announcement. The only good news is that I now have recorded evidence that they have made no effort to remediate my dispute.
What the hell and I suppose to spend the points on anyway? I already have all the powerset, costumes and everything else in the store. The purchase was for upcoming items that had been promoted by the company and now not going to be available.
NCSoft wants me togive them the Timecard codes in order to refund my money! I threw those cards away after the time was added! How do I get these numbers?
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Did you keep the confirmation emails which (I believe, from my own experience) NCsoft would have sent you back when you applied the codes to your account?
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I am in a very similar situation to this Badaxe, I bought points prior to the impending release of the next issue in good faith, then I am told I bought them around 4 days too early to have the money returned to me? It's disgusting, I am forced to convert to a game currency that is now value less and the company that offered me these services has taken them away and left me with thousands of worthless 'points'.|
Originally Posted by Badaxe
I know how you feel, I purchase $200 worth of points just before the "cut-off", been trying to speak to support about it but all what they keep doing is referring me back to this announcement. The only good news is that I now have recorded evidence that they have made no effort to remediate my dispute.
What the hell and I suppose to spend the points on anyway? I already have all the powerset, costumes and everything else in the store. The purchase was for upcoming items that had been promoted by the company and now not going to be available. |
I would be interested if you coudl PM me who/where you have been contacting about this I intend to push for a refund myself.
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Well, it's September 26th.... the day they're supposed to "start trying" to issue partial refunds back to the credit card used to purchase a multi month sub. I have two annual subs that renew on 29th April and 1st May, so I should be getting two partial refunds. I didn't really expect I'd be getting them both on the first day, but I would like to know if anybody has gotten theirs just for the sake of reassurance and peace of mind. And how long do y'all think I should wait to get my two refunds before I start to raise a stink of some sort??
EDIT 9/28
In case anyone cares, got my refund on 9/28
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