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Tickets not answered - how long before my consumer rights are violated?
baaen
Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 37
Having major problems logging in due to apparent ip issues. I have reported it on forums and via tickets. Still received no reply or acknowledgement.
Put it this way, if I bought a car, I'd expect the key to open it. if it didn't, I would contact the dealership and would expect a rapid response and a solution. Why? Because my consumer rights mean that I should expect any product purchased to be as described and fit for purpose.
Now, the dealership could respond by stating that the car is the latest model and that they are ironing out the problems. This, however, is irrelevant. The fact that they accepted my money and gave me the car means that my consumer rights kick in with immediate effect. This is irrespective of any t's and c's the dealership/company wishes to enforce. Just because a clause in a contract exists doesn't mean its enforceable.
At the same time I, as a consumer, need to give the company a reasonable amount of time to process and respond to my complaint. Generally speaking, 14 days is an acceptable timeframe. Any longer than this and I can legally assume that the company has failed to acknowledge and handle my complaint. Such action therefore enables me to terminate any agreement in place and receive a full refund.
So far, I am on day 10. Say no more other than I will be contacting Paypal to lodge a full complaint and request a chargeback in 4 days time unless something drastically improves. Even an acknowledgement of my ticket would be better than nothing.
Put it this way, if I bought a car, I'd expect the key to open it. if it didn't, I would contact the dealership and would expect a rapid response and a solution. Why? Because my consumer rights mean that I should expect any product purchased to be as described and fit for purpose.
Now, the dealership could respond by stating that the car is the latest model and that they are ironing out the problems. This, however, is irrelevant. The fact that they accepted my money and gave me the car means that my consumer rights kick in with immediate effect. This is irrespective of any t's and c's the dealership/company wishes to enforce. Just because a clause in a contract exists doesn't mean its enforceable.
At the same time I, as a consumer, need to give the company a reasonable amount of time to process and respond to my complaint. Generally speaking, 14 days is an acceptable timeframe. Any longer than this and I can legally assume that the company has failed to acknowledge and handle my complaint. Such action therefore enables me to terminate any agreement in place and receive a full refund.
So far, I am on day 10. Say no more other than I will be contacting Paypal to lodge a full complaint and request a chargeback in 4 days time unless something drastically improves. Even an acknowledgement of my ticket would be better than nothing.
if ye cant get it doon ye, get it right up ye!!
Post edited by baaen on
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Sorry but the BBB's rating system has been flawed for years.
I'm very sorry to hear about this problem. Rest assured that we are working to address tickets as quickly as possible and it is not our intent to make you wait for such a long time. Unfortunately we are receiving a high volume of tickets and this is causing longer than normal wait times. My hope is that someone will be able to address your issue soon.
For more details about our progress on this, please feel free to check out our Customer Service Update.
Thanks for your patience and support!