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Customer supports getting cocky

thesipeliusthesipelius Member Posts: 95
edited June 2013 in General Discussion (PC)
Hello,

I've recently had some absolutely dreadful customer support from Perfect World regarding the Ultimate Game Card offer of +15% Zen. Since I'm from Europe I had to pay in euros which resulted in loss of money and I decided to complain because the currency exchange rates are not exactly correct (30 USD is about 22 euros, not the 28 they ask in the store).

Because I'm from Europe they answered that the UGCs are not available anywhere else but US and Canada and gave me a link to a site in their store that states it. They also added "PWE only offers support for Ultimate Game Card prepaid cards in the United States and Canada." which I find somewhat disturbing. This is not the worst part yet.

I kept asking where they got their exchange rate of 1.07 (30/27.99 which are the prices for 3000 Zen) because during the time that I have played the rate has been quite steady at around 1.3 (http://www.suomenpankki.fi/en/tilastot/valuuttakurssit/Pages/tilastot_valuuttakurssit_usd_jpy_pv_chrt_en.aspx). Now they kept insisting that I still should contact UGC. The latest messages I will summarize here, because I feel that they are starting to just annoy me on purpose:
Let's suppose I pay with paypal (support for all reagions) why do I have to pay 27.99 euros instead of the 30 USD for 3000 Zen?
And here's the answer:
Hi. Exhange rates change. As a result, you must contact UGC: <link>
(quotes are just summaries of the conversation and not direct reposts on the request of lewstelamon01)

"As a result"? What does the fluctuation of exchange rates have to do with Ultimate Game Cards? Like they would decide the rate or something.. I'm really upset that the customer support is incompetent enough not to answer one clear question and just tell me why am I paying the price when their site has no clear explanation on their used exchange rates or even possible taxes or something.

So, dear Perfect World. Would you please consider hiring some competent customer relation people over there with the money you already made?

Greetings,
SiPelius
Post edited by thesipelius on

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    lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited June 2013
    Although you are understandably frustrated, please be aware that reposting communications with CS is against Forum Rules of Conduct.
    No posting of personal conversations or personal information (from IMs or PMs).
    Topics such as these are considered breaches of privacy. Please refrain from posting such items including, but not limited to, email exchanges with GMs, admins, moderators, PWE Customer Service or personal communications with other members.
    ROLL TIDE ROLL

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    thesipeliusthesipelius Member Posts: 95
    edited June 2013
    Oh sorry. Didn't realize that. Can I just summarize that they still told me to contact UGC when I asked a hypothetical question about buying Zen with paypal and that what the exchange rates are at that point?
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    lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited June 2013
    I would presume that as long as it isn't an outright repost of the actual message from CS, it's allowable. Privacy rules and all, you know.
    ROLL TIDE ROLL

    Great Weapon Fighter: Because when is today not a good day to die?

    PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
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    talmaran1024talmaran1024 Member Posts: 0 Arc User
    edited June 2013
    Hi.
    Ok as i understand it u are mixing up 2 different things here.
    First let me state that as a player from europe this deal is bad even without the exchange rate.
    But first the topic of UC.
    UC is a servece provider for a dozen games for wich a UC card can be bought and exchanged for in game currencies for the games supported by it.
    PW has under no circumstances any say in how the do there bluishness.
    Secondly if a store ask a specific price for a product that is again there prerogative to do so as long as they tell u what u get.
    So in other words if a store tells u that they will sell u a game card with 30 dollar worth of currency on it and they tell u that u have to pay 27 euro for it it is your choice whether u wand to make that deal or not.
    Whether that means that the store makes extra money or not is not the issue.
    More important it is actually common practice that the exchange rate is always in favor of a store.
    The easiest way to explain it is this.
    If u have a store and someone comes with a currency not native to the country your in i might say sure il except it however i am going to charge u more since this will give me extra work.
    The work required would not just be to exchange the currency but also the added administrative work.
    also u don't as a store immediately run to the nearest bank u exchange it in a batch ( a lot in 1 time)
    Since currency changes in value from time to time as a store owner u also on top of the extra work u wand some payment for you need to be sure that the devaluation from the currency exchange does not leave u whit less money than the value of the product u sold.
    In no way can PW do anything u wand for this.

    secondly
    When the bonus came out first i found a store with a much better exchange rate since they work in several country's including Europe so they don't need to bother with the exchange rate the price was 23.08 euro for a 30 dollar card.
    (also see this post for a other player buying the card for that amount http://nw-forum.perfectworld.com/showthread.php?315341-Neverwinter-and-Ultimate-Game-Cards-Get-Bonus-Zen!/page3)

    and as you can see by the post on that page made by me i made a calculation why the card was bad for European players not just for the exchange rate but for the turn in value.
    But since you don't seem like the person who looks for information i will post it her using copy and paste.
    Thank you for confirming my suspicions

    European players are not getting a good deal from this even with the bonus just do the math

    2090+110= 2200 zen
    15% of 2200 = 330 zen
    total zen 2530
    cost of card 23.08 euro
    cost of buying zen normal way 18.99 euro (2200zen)+ 4,99 euro (540zen) total paid 23,98 euro zen recieved 2740.
    so u pay 0.90 euro more for 210 zen more
    So European players be warned if on your account page the currency is euro u will lose money on zen

    As u can see even with a exchange rate on level u still get a bad deal this post has been on the news and announcement forum since 6-1-2013.
    The title of the topic is Neverwinter and Ultimate Game Cards - Get Bonus Zen!
    So my advise to u is first check out other retailers for better deals this is the Internet this should be known.
    Also as with any deal promotion etc first see if there are any problems or even if the deal is good and look for players in similar situations who leave comments on topics like this.

    Since i am also a European player i first checked it because when i found out the cards value where in dollars instead of first buying them i checked for 1 exchange rate and 2 on the account page the value i would get from the transaction and i already found out that the Europe side had euros on transaction instead of dollars so that was already a red flag.

    Now would it be possible for PW to fix that.
    That would be a yes if the would allow European players to switch the currency on the uc card so that u would pay in dollars for the card it would solve the issue of exchanging the card.
    But it would not solve your complaint on how much a store would ask u to pay for the card.

    Now i hoped this post helped you and that I did not sound to much as a *******.
    They say if you play a Microsoft CD backwards, you hear satanic messages. Thats nothing, cause if you play it forwards, it installs Windows.
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    thesipeliusthesipelius Member Posts: 95
    edited June 2013
    That's a long explanation.. I still don't really get that when you buy a card which is worth 30 USD, they don't give you Zen for the 30 USD that the card is worth. Oh well, **** the Zen store, won't be doing any business there anymore.

    Oh wait.. I mean I paid about 22 euros for the actual card. But I could not redeem the Zen amount worth of 30 USD. Also I did the purchase in the beginning of the month and I did check the other sellers too. I just didn't think that they would mess something up that bad. I think that when you buy a card worth of X you get stuff worth of the same X with it.
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    theirishchicktheirishchick Member Posts: 0 Arc User
    edited June 2013
    Not good news for European players no matter how you look at it. This game is going to really have to make some changes if they want me to stick with it and keep supporting it.

    Also the MS windows sig is absolute genius. Really brightened up my day :)
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    khatzhaskhatzhas Member Posts: 268 Bounty Hunter
    edited June 2013
    So, who sets the card prices: UGC or PWE?

    How are taxes incorporated into the listed prices?
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    sasheriasasheria Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild Users Posts: 1 Arc User
    edited June 2013
    Did you get an actual card or a code?

    There are two things (simplified explanation for Europe customers)
    Cost of the card - exchange rate and VAT varies, but most of the time it is a "flat rate" so you may or may not get a good deal.

    now if you have physical card, I can't see WHY you wouldn't get the max Zen in USD. The only thing I can see if that your location may cause another exchange rate which is control by the card company. I have personally use them in promotion (but I live in the U.S.) I notice that it auto carry any balance I have left for me automatically so I presume it is tracking where I am redeeming from. Unfortunately if that is the case then it is still the card company and not PWE :(
    To grow old is inevitable, to grow up is optional.
    Please review my campaign and I'll return the favor.
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    norobladnoroblad Member Posts: 556 Arc User
    edited June 2013
    That's a long explanation.. I still don't really get that when you buy a card which is worth 30 USD, they don't give you Zen for the 30 USD that the card is worth. Oh well, **** the Zen store, won't be doing any business there anymore.

    If you bought a $30 card (no matter what you paid for it) you should get 3000 zen. If not, something went wrong for sure.
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    thesipeliusthesipelius Member Posts: 95
    edited June 2013
    noroblad wrote: »
    If you bought a $30 card (no matter what you paid for it) you should get 3000 zen. If not, something went wrong for sure.
    Exactly! No matter what I paid UGC because I get a card worth of $30 and then PWE should just accept my card worth of $30. I received the card by the way. But this really feels like a total scam and I'm considering contacting the customer ombudsman just to show them.

    Also, I continued my struggle and now I simply asked where they get the rate for ANY kind of purchase and they answered contact UGC. They are clearly using false exchange rates and trying to avoid the whole thing.

    And it seems they also closed my ticket and deemed it solved!
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    yeruneyerune Member Posts: 0 Arc User
    edited June 2013
    Exactly! No matter what I paid UGC because I get a card worth of $30 and then PWE should just accept my card worth of $30. I received the card by the way. But this really feels like a total scam and I'm considering contacting the customer ombudsman just to show them.

    Also, I continued my struggle and now I simply asked where they get the rate for ANY kind of purchase and they answered contact UGC. They are clearly using false exchange rates and trying to avoid the whole thing.

    And it seems they also closed my ticket and deemed it solved!

    I understand it's frustrating for you, but honestly (or at least legally) they are not doing anything wrong.

    Basically you bought a coupon from a 3rd party vendor, and it's completely up to that vendor how to price their product. PWE nor Cryptic have any authority in that, except maybe to set a suggested retail price.

    You have a legitimate complaint, it's just that you really are barking up the wrong tree with it.
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    thesipeliusthesipelius Member Posts: 95
    edited June 2013
    yerune wrote: »
    I understand it's frustrating for you, but honestly (or at least legally) they are not doing anything wrong.

    Basically you bought a coupon from a 3rd party vendor, and it's completely up to that vendor how to price their product. PWE nor Cryptic have any authority in that, except maybe to set a suggested retail price.

    You have a legitimate complaint, it's just that you really are barking up the wrong tree with it.
    Well to be honest, UGC did nothing wrong. They sold me a code worth of 30 USD for the ~23 euros it actually is worth. Then PWE/Cryptic only accepted the card for the purchase of 2000 Zen (20 USD ~ 15 euros). From my point of view UGC used the actual and legit exchange rates but then suddenly my code worth of 30 USD was not good for a purchase of 30 USD because PWE/Cryptic used an exchange rate that turned that amount to 27,99 euros (this kind of rate has not existed in the last couple of years according to the graphs I've checked).

    Also worth noting that I haven't done a lot of shopping from foreign countries but my experiences have usually shown that the amount you get by typing "30 USD to euros" in google results in the price you actually have to pay. I don't know if a company can throw in a sort of discriminating "foreigner" tax or something.
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    yeruneyerune Member Posts: 0 Arc User
    edited June 2013
    I haven't used those cards, for the same reasons you are encountering, the exchange rates can be treated really unfairly, and non-US citizens have no rights in the US anyway, period.

    I don't know your specific situation, but unless the card you bought specifically said you'd get an x amount of zen and you didn't... I agree...they're not real friendly for non-US, but still nothing illegal.

    But regarding online shopping....I found most keep their own exchange rates and it really pays off to wait until the EUR/USD is more in the EUR favor.
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    alagos77alagos77 Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 33
    edited June 2013
    Well, did you complain to Google for selling the same tablet for 399$ and 399 EUR? Did you complain to Adobe for making their Creative Suite Master Collection so expensive in Australia that it's cheaper to fly to the USA and buy the DVD box there than buying the download version in Australia? companies try to make money wherever they can.. and different markets with other currencies are an easy way to get it done.
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