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Customer supports getting cocky
thesipelius
Member Posts: 95
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:
"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
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:
And here's the answer: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?
(quotes are just summaries of the conversation and not direct reposts on the request of lewstelamon01)Hi. Exhange rates change. As a result, you must contact UGC: <link>
"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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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
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
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.
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 *******.
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.
Also the MS windows sig is absolute genius. Really brightened up my day
How are taxes incorporated into the listed prices?
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
Please review my campaign and I'll return the favor.
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.
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.
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.
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.