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Forums > Home› Support› PC, Network, and Other Technical Issues› Windows and General: PC, Network, and Other Technical Issues

Denied Acess to paid content

kidamarkidamar Member Posts: 64 Arc User
edited September 2013 in Windows and General: PC, Network, and Other Technical Issues
I have had a bug now for over a month on my character Desys in which tech support has not been able to fix. I cannot log in to the character as I get an Endless (server not responding message). My Character was moved and it worked until I tried to load a ground map to change ships and then (server not responding message) again. The error keeps happening despite all the tech fixes and repatches, deletion of files and every sort of tech solve listed and nothing. I am asking for a refund of the items I paid to get lobi for as well as the lock box ships I spent money to get keys for. The bug is on Cyptic's server and is denying me access to paid for content. I believe a refund is in order or the items that are paid content applied to my character that is working free of a bug on Cryptic's server. Furthermore due to the lack of service I believe compensation is also in order for the inconvenience and shortness of response. Not one time was I offered a remedy to the situation, which tells me no one has looked into it other than having moved my character upon request. I don't know how bugs are addressed but what I do know is I am being shorted by the denial of remedy. I really hope I receive a prompt response from a Dev or tech support rep with real solutions and not tech tries and tips. Its far past the time for that.
Post edited by kidamar on

Comments

  • westx211westx211 Member Posts: 42,327 Arc User
    edited September 2013
    You are not entitled to a refund.
    Men are not punished for their sins, but by them.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited September 2013
    To quote the 'Terms of Service' document (which by playing STO is defacto agreement to its terms...)
    17. Fees

    PWE may charge fees to access and acquire certain game items or participate in game activities on the Website and may allow the purchase of in game "points" that may be applied to the purchase of in game items or activities ("Zen") ANY APPLICABLE ZEN, FEES AND OTHER CHARGES ARE PAYABLE IN ADVANCE AND ARE NON REFUNDABLE AND NONTRANSFERABLE, IN WHOLE OR IN PART, FOR ANY REASON. ZEN HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR CASH.


    18. Interruption of Service

    (a) PWE reserves the right to interrupt the Service from time to time on a regularly scheduled basis or otherwise with or without prior notice in order to perform maintenance. You agree that PWE will not be liable for any interruption of the Service, delay or failure to perform resulting from any causes whatsoever.
    (b) You acknowledge that the Service may be interrupted for reasons beyond the control of PWE, and PWE cannot guarantee that you will be able to access the Services or your Account whenever you may wish to do so. PWE shall not be liable for any interruption of the Services, delay or failure to perform resulting from any causes whatsoever.
    (c) PWE has the right at any time with or without reason to change and/or eliminate any aspect(s) of the Services as it sees fit in its sole discretion.
    (d) PWE is not be obligated to refund all or any portion of any Account fee (if any), by reason of any interruption of the Services by reason of any of the circumstances described in paragraph (a) or (b).

    http://www.perfectworld.com/about/terms

    It sounds like your problems are Network/ISP related. Try running the 'Trace Route' and 'Net Test' diagnostics described in this thread... http://sto-forum.perfectworld.com/showthread.php?t=225155

    ... and post the results, as that will provide some clues on what the issue is...
  • kidamarkidamar Member Posts: 64 Arc User
    edited September 2013
    grouchyotaku wrote: »
    To quote the 'Terms of Service' document (which by playing STO is defacto agreement to its terms...)



    http://www.perfectworld.com/about/terms

    It sounds like your problems are Network/ISP related. Try running the 'Trace Route' and 'Net Test' diagnostics described in this thread... http://sto-forum.perfectworld.com/showthread.php?t=225155

    ... and post the results, as that will provide some clues on what the issue is...

    I have run all those tech tries with and it doesn't work. My Character was moved to a different sector and I was able to play space only. When I transferred to ESD or Fleet Star Base the game gave me the unlimited server not responding message. I have been down this road ticket after ticket and nothing. All I want is them to put the same ships and consoles on my other level 50 tac captain. I am not asking for my actual money back but it seems like they think I am trying to cheat them. I even offered to delete the old character afterward.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited September 2013
    kidamar wrote: »
    I have run all those tech tries with and it doesn't work. ...

    Well of course the 'diagnostics' won't fix anything... Their purpose of the diagnostics is to provide clues for what the problem might be. So are you just going to gripe, or are you going to post the diagnostic results so that other people can help you...
  • voicesdarkvoicesdark Member Posts: 0 Arc User
    edited September 2013
    Not that the Better Business Bureau has any give pull anymore here is their page on PWE which also has PWE's phone number listed. Perhaps the direct approach might yield better results.

    Despite what people think, a EULA and/or TOS is not the say all, end all. There are countless examples of where a company has been found negligent with regards to paid services and items, even virtual items when real currency in involved.

    BBB PWE page
    [SIGPIC][/SIGPIC]
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