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cutter187
Posts: 30 Arc User
(I do not know where this would be more appropriate so please forgive me if this is in the wrong place. I simply want exposure on this issue)
On 3/10/13, I bought two Zen packages using debit/credit. The purchases entered the review process and have stayed there since. I was told by others that the first time buying Zen using a new card could take a few hours sometimes but a few hours has come and gone. In any event, whatever the reason waiting now more than 24 hours to recieve what I paid for is simply unacceptable. I talked to my bank and they assured me that it's not them. I got a confirmation email from Moneybooker saying the transaction was succesful.
At around noon on 3/11/13, I submitted a ticket on this issue asking about the delay and have also yet to recieve an answer to that ticket. Yes you do indeed say to expect a response in 3-4 days but that too is a length of time that is totally unacceptable in this day and age. This all makes less sense considering it's me who wants to give PWE money, and to the tune of $50 no less.
As a customer, I cannot understand this sort of customer service. Having to wait this length of time with no easy way to comunicate with your company completely saps all good feelings I might have had with making this purchase and enjoying what I bought. Again, it does not matter if this is working as intended from your end. I should not have these problems. I do expect some sort of response to this problem. If all that happens is I eventually get what I paid for with no contact, I will be sorely disappointed and will not make anymore purchases in the future.
On 3/10/13, I bought two Zen packages using debit/credit. The purchases entered the review process and have stayed there since. I was told by others that the first time buying Zen using a new card could take a few hours sometimes but a few hours has come and gone. In any event, whatever the reason waiting now more than 24 hours to recieve what I paid for is simply unacceptable. I talked to my bank and they assured me that it's not them. I got a confirmation email from Moneybooker saying the transaction was succesful.
At around noon on 3/11/13, I submitted a ticket on this issue asking about the delay and have also yet to recieve an answer to that ticket. Yes you do indeed say to expect a response in 3-4 days but that too is a length of time that is totally unacceptable in this day and age. This all makes less sense considering it's me who wants to give PWE money, and to the tune of $50 no less.
As a customer, I cannot understand this sort of customer service. Having to wait this length of time with no easy way to comunicate with your company completely saps all good feelings I might have had with making this purchase and enjoying what I bought. Again, it does not matter if this is working as intended from your end. I should not have these problems. I do expect some sort of response to this problem. If all that happens is I eventually get what I paid for with no contact, I will be sorely disappointed and will not make anymore purchases in the future.
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Post edited by cutter187 on
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Any ZEN you've purchased has to be manually transfered to your game of choice, considering that PW has many games using the ZEN system.
Also from what I've read in the past, PW's customer support is more responsive than Cryptic's.
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And playing by myself since Aug 2009
Godtier: Lifetime Subscriber
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"There is only one way to support a PFF tank: Send Cyrone lots of money weekly... because he's the only one to successfully be a true PFF Tank." - chuckwolf
UPDATE:
Searching the web for more contact information brought me to the Better Business Bureaus webiste wihich has a number for Perfect World Entertainment. I called it and tried to get to the billing department. The autumated voice tells me that all of their people must be busy and to call back later, then hangs up on me. What kind of technology are these guys using that they can't just put me on hold? Do they really have so few people working in thier CS/Billing departments? I just don't get it man.
Edit: Man is it just lunch for everyone involved with these two companies? I called Cryptic direct and again, no answer.
UPDATE #2:
One hour has gone by since I have tried calling either company direct. I have still been unable to reach anyone.
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They're pretty much trying to avoid any sort of actual customer interaction whatsoever.
Have a problem in a mission? Sorry! No GMs! Reset!
Having tech support problems with a product? Hit the forums! Maybe the answer is there!
Have a problem with billing? Sorry! Maybe we'll get to it! No. Don't call us. We'll call you! *SNERK!*
You're not a customer. You're basically just someone who's given them money. Kthnxbai. NEXT VICTIM!
"Champions-Online and Star Trek Online contained hundreds of hours of mediocre content!"
and "nothing was polished".
--Jack Emmert
The times I've used the Support link, the response has been very quick and helpful.
I would like to thank those that have shown an interest in this problem of mine and have offered suggestions. I may update this thread once more.
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- David Brin, "Those Eyes"
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UPDATE #3
On the My Wallet page, the two transactions now both say declined. I do not understand this as again, my bank is not the problem. The status of my support ticket with PWE is still unresolved.
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---> Cut to 24 hours later where I am knee deep in a conspiracy theory involving some sort of digital pandora's box that is opened little by little everytime someone on the internet opens a lockbox...
Champions Online: Be the hero you wish you could be in a better game.
UPDATE #4
I finally decided to call Moneybookers, the intermediary PWE uses to handle credit/debit purchases. I had thought going the most direct route was best and simply clicked on Visa when deciding how to pay. Guess not. After talking to a Customer Service representive, whom I was easily able to get a hold of, he sent me an email detailing the poblem. So here it is.
Dear XX,
We are contacting you in regards to a refund received from the following merchant: www.perfectworld.com.
A refund has been initiated as per the merchant?s request, consequential to either to their inability to render the respective service/goods ordered by yourself, or as a result of an eventual claim submitted by you (and referred to the merchant themselves) and requesting transaction cancellation.
In addition, please note that the respective purchase amount has been sent back to your credit card and you should have the funds available in the next several business days.
We appreciate your patience and cooperation. In case you need further assistance or information do not hesitate to contact us.
Best Regards
Your Skrill Team
Bold mine.
I did not submit any claims for cancelation. At this point, I just have no idea.
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@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
Champions Online: Be the hero you wish you could be in a better game.
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Not that that's any help to you at the moment, of course...
- David Brin, "Those Eyes"
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Wise move. Me myself I use one of those credit cards you top up and never give out my proper CC info.
Nepht and Dr Deflecto on primus
They all thought I was out of the game....But I'm holding all the lockboxes now..
I'll......FOAM FINGER YOUR BACK!
Some credit cards will allow you to generate one-time or limited duration alternate credit card numbers with set credit limits. Purchases still show up on your main statement without exposing your actual credit card.
I am just at a total loss for words. PWE FINNALY got back to me reagarding this purchase and basically asked my why the purchase was made so far away from where I play the game. This I do not understand as 1) I play from my home which is located in the same town as the bank I used, and 2) why is that even a problem? I sent this to them. Now I was assured that the money was never even taken out but now I find out that early today at about 1 AM, the bank was indeed charged for this transaction. I have not been credited any ZEN for this purchase and once again I am having to deal with PWE support at a snails pace.
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Are you serious?
I don't even, this is excessive. They should give you something for your hassle.
RIP Caine
For my sins i currently work a CS job you would be shocked the number of screw ups that could be avoided if the agent taking the call would just pays attention to what the customer is sayint (of course the remainder of calls would probably go smoother if the customer would pay attention to the agent).
I wouldn't be surprised if some one involved went for a "quick fix" solution
Is it possible that your IP shows up a great distance from your actual physical address (mine for a time placed me in the south of England I live in central Scotland) perhaps due to using mobile broadband connection or just a screw up with your service provider.
As to you being charged if your in the UK you can ask your bank/credit card provider to perform some form of charge back which at this point i think i would be doing as clearly there's something went terably wrong with the hole transaction.