30 replies to this topic

[SeraphymC]

So I'm going to be honest, I'm receiving no useful help through the support ticket function, I'm hoping this generates enough attention that someone with some actual ability fixes this situation.

More than a week ago I purchased an MC package as I wanted to buy some mechs (I actually enjoy this game). I've done this before without a hitch and had my MC in seconds. I went through paypal like I did before, but I spent the evening playing without getting my MC. This was a little annoying, but delays happen so I just played on without the MC.

A few days go by and I check my profile, and nothing... Now I'm a little concerned. I check my bank and see that the 29.95 payment has been processed. What the hell, you got my money but I get nothing?

I decide to stay calm and open a support ticket. I explain the issue and include the paypal receipt as proof of purchase. The next day I get a response basically telling me the payment hasn't gone through and I should just wait (this is 5 days after the purchase).

SO I wait a day, and then decide to check paypal. Sure enough, I see the payment was completed on March 1st (This is now March 6th). So I write back and explain that they have my money, provide a screenshot of the payment completed screen, and explain that I expect to see my account updated accordingly.

I get a response the next day saying that the only thing to do is wait some more.

Well I have to say that this is unfucking acceptable. They have now had my money for more than a week, but seem incapable of providing me MC. Their customer support has been entirely useless, if I had done nothing I would be in the same place I am now. I understand that things happen, but I haven't been provided any kind of answer or acceptable reason, and at this point I am starting to feel like I got ripped off. This is the kind of customer service that really ****** off customers. Frankly I expect much better from a company. At the minimum I expect some honesty as to whats happening with my account and my money, not vague pleas to give it a few more days.

TL:DR: I paid money for MC and got ripped off.

[Adrian Steel]

You gave them money?

[Adrian Steel]

SeraphymC, on 08 March 2013 - 10:04 PM, said:

At the minimum I expect some honesty

You expect too much.

[Iron Hyena]

SeraphymC, on 08 March 2013 - 10:04 PM, said:

So I'm going to be honest, I'm receiving no useful help through the support ticket function, I'm hoping this generates enough attention that someone with some actual ability fixes this situation.

More than a week ago I purchased an MC package as I wanted to buy some mechs (I actually enjoy this game). I've done this before without a hitch and had my MC in seconds. I went through paypal like I did before, but I spent the evening playing without getting my MC. This was a little annoying, but delays happen so I just played on without the MC.

A few days go by and I check my profile, and nothing... Now I'm a little concerned. I check my bank and see that the 29.95 payment has been processed. What the hell, you got my money but I get nothing?

I decide to stay calm and open a support ticket. I explain the issue and include the paypal receipt as proof of purchase. The next day I get a response basically telling me the payment hasn't gone through and I should just wait (this is 5 days after the purchase).

SO I wait a day, and then decide to check paypal. Sure enough, I see the payment was completed on March 1st (This is now March 6th). So I write back and explain that they have my money, provide a screenshot of the payment completed screen, and explain that I expect to see my account updated accordingly.

I get a response the next day saying that the only thing to do is wait some more.

Well I have to say that this is unfucking acceptable. They have now had my money for more than a week, but seem incapable of providing me MC. Their customer support has been entirely useless, if I had done nothing I would be in the same place I am now. I understand that things happen, but I haven't been provided any kind of answer or acceptable reason, and at this point I am starting to feel like I got ripped off. This is the kind of customer service that really ****** off customers. Frankly I expect much better from a company. At the minimum I expect some honesty as to whats happening with my account and my money, not vague pleas to give it a few more days.

TL:DR: I paid money for MC and got ripped off.

I feel like we shouldnt so easily take your word for it.

[JackDupp]

i have been trying to buy MC for a few days now. hav tried two different cards and paypal with all saying my card has been declined. the MC payment page wasn't even working earlier and when it cam e back up still din't work!

[Flagrant]

Bought MC in the past and each time the in game credit showed up immediately.

[SeraphymC]

Dornhal, on 08 March 2013 - 10:14 PM, said:

I feel like we shouldnt so easily take your word for it.

email exchange

paypal receipt

is that enough for you?

[Caladan Nix]

So what the hell are WE supposed to do about it?

[Edustaja]

Email support@mwomercs.com

[SeraphymC]

Caladan Nix, on 08 March 2013 - 10:27 PM, said:

So what the hell are WE supposed to do about it?

Nothing except maybe think twice before you drop some cash. Cross your fingers if you do.

Edustaja, on 08 March 2013 - 10:31 PM, said:

Email support@mwomercs.com

The whole point of the post was that I did, several days ago, and their response was "please wait longer".

[Psikez]

And you waited several days, after which the issue was not resolved, rather than talking to support again you came and made a post on the forums?

Posting heres a bad idea to begin with let alone with an actual problem.

Have you met this community?

[SeraphymC]

Psikez, on 08 March 2013 - 10:37 PM, said:

And you waited several days, after which the issue was not resolved, rather than talking to support again you came and made a post on the forums?

Posting heres a bad idea to begin with let alone with an actual problem.

Have you met this community?

I figured some public shaming was deserved. If this isn't taken care of by Monday, I plan on contacting Paypal and getting my money back.

[Vassago Rain]

You could try contacting playspan. That'd probably be the best idea, since PGI/IGP will have to talk to them, anyway,

[Vlad Ward]

Paypal is terrible and I wouldn't be surprised if the money's left your bank but hasn't reached PGI yet.

[Iron Hyena]

SeraphymC, on 08 March 2013 - 10:26 PM, said:

email exchange

paypal receipt

is that enough for you?

I am a man of logic.

Yes, yes it is, and I hope PGI gets you your MC's as soon as they can.

[Volume]

Wow.

[Pater Mors]

As much as I like to give customer service the benefit of the doubt in situations like this; for something that should be as easy as clicking a button after seeing his receipt this is rather poor service.

I understand that they need to balance their books and the funds haven't turned up on their end yet, but that's hardly your consumers fault and the lack of communication is what would annoy me most. If I were the Supervisor of the accounts area there, I'd be chucking you another 1250pts for the hassle and making sure that my team understood it was never to happen again.

[ZeroMaestro]

Paypal is horrid. As was mentioned earlier, I wouldn't be surprised if the block was with them.

[Pater Mors]

Vlad Ward, on 08 March 2013 - 10:45 PM, said:

Paypal is terrible and I wouldn't be surprised if the money's left your bank but hasn't reached PGI yet.

ZeroMaestro, on 08 March 2013 - 10:59 PM, said:

Paypal is horrid. As was mentioned earlier, I wouldn't be surprised if the block was with them.

That's not his fault though and simply saying, "oh well, wait a bit longer." is poor customer service.

Imagine if your power got shut off and you paid your bill via an accepted payment method on the internet and your power company wouldn't accept the receipt as proof of payment? That is a case for your ombudsman right there and I used to work at a power company, we'd have no problem reconnecting once we'd seen a receipt.

Edited by Pater Mors, 08 March 2013 - 11:05 PM.

[Remarius]

You really should obscure some of those details a bit better as can easily recreate the information on the paypal item.

A bit surprised as mine has all been instant.