40 replies to this topic

[Dranksta]

So i finally gave in and purchased a clan pack.. Received my receipt at 8:25 a.m PDT in my email.

I never received my product at 4:00pm as promised.

I googled a bit and it seems everyone has received their items the same day as long as they purchased BEFORE the injection time.

I quote FAQ:
General & Purchases
Q: I just purchased, where is my Clan Collection?
A: Your Clan Collection will be delivered at the next available injection occurring each business day starting at 4PM PDT / 7PM EDT / 11PM UTC. The delivery script may take several hours to run over all affected accounts, so we appreciate your patience as it runs. If you purchased after the indicated time, your collection will be delivered with the next injection the following day, we apologize for any inconvenience this may cause.


Last I checked Friday IS a business day and i purchased the pack 8 hours before the "injection". My account has been charged and i have not received items promised. I was told my content will be available at 4pm. It is not.

Is this a violation of the FBC?
1.Charges for goods or services not received by the consumer
2.Charges for goods not delivered as agreed

[Nauht]

Contact support.

But yeah it's pretty ridiculous there's a delay at all for a digital purchase. Maybe the guy injecting it split his coffee.

Imagine if Steam, or any other digital distributor, operated the same way.

[Bishop Steiner]

Dranksta, on 15 August 2014 - 04:52 PM, said:

So i finally gave in and purchased a clan pack.. Received my receipt at 8:25 a.m PDT in my email.

I never received my product at 4:00pm as promised.

I googled a bit and it seems everyone has received their items the same day as long as they purchased BEFORE the injection time.

I quote FAQ:
General & Purchases
Q: I just purchased, where is my Clan Collection?
A: Your Clan Collection will be delivered at the next available injection occurring each business day starting at 4PM PDT / 7PM EDT / 11PM UTC. The delivery script may take several hours to run over all affected accounts, so we appreciate your patience as it runs. If you purchased after the indicated time, your collection will be delivered with the next injection the following day, we apologize for any inconvenience this may cause.


Last I checked Friday IS a business day and i purchased the pack 8 hours before the "injection". My account has been charged and i have not received items promised. I was told my content will be available at 4pm. It is not.

Is this a violation of the FBC?
1.Charges for goods or services not received by the consumer
2.Charges for goods not delivered as agreed

have you bothered to contact support?

Because if you don't at least attempt to work with the "vendor" you don't have a leg to stand on.

[Dranksta]

Nauht, on 15 August 2014 - 04:54 PM, said:

Contact support.

But yeah it's pretty ridiculous there's a delay at all for a digital purchase. Maybe the guy injecting it split his coffee.

Imagine if Steam, or any other digital distributor, operated the same way.

Yes indeed.. This the ONLY game i have ever had to wait on to deliver digital content.

[waterfowl]

Dranksta, on 15 August 2014 - 04:52 PM, said:

Is this a violation of the FBC?
1.Charges for goods or services not received by the consumer
2.Charges for goods not delivered as agreed

hah.. no.

Send customer support an email, they'll fix it, no need to make a silly post on the forum that slides other threads

Edited by waterfowl, 15 August 2014 - 05:05 PM.

[Dranksta]

Bishop Steiner, on 15 August 2014 - 04:54 PM, said:

have you bothered to contact support?

Because if you don't at least attempt to work with the "vendor" you don't have a leg to stand on.

I was going to but then i read this: "Our agents are available 9:00am to 5:00pm Eastern, Monday to Friday excluding Canadian Holidays"

So I was hoping someone with prior experience could tell me this is to be expected, or maybe, but not likely, post a fix.

If i dont receive my purchase afer this weekend i will definitely contact support. You can bet money on that.

[CocoaJin]

Dude, read your own post again!

Dranksta, on 15 August 2014 - 04:52 PM, said:

A: Your Clan Collection will be delivered at the next available injection occurring each business day starting at 4PM PDT / 7PM EDT / 11PM UTC. The delivery script may take several hours to run over all affected accounts, so we appreciate your patience as it runs. If you purchased after the indicated time, your collection will be delivered with the next injection the following day, we apologize for any inconvenience this may cause.

It's only been 2hrs since they would have begun injecting. It can take several hours...so give it another few hours just in case you aren't the only person on the planet getting Clan mechs today.

Edited by CocoaJin, 15 August 2014 - 05:26 PM.

[Griggio]

Just by chance were you logged into the game during the time the mech injections happen? With mine I was wondering why it was over an hour late, till I found out if i log out and log back in they were there.

[Nauht]

CocoaJin, on 15 August 2014 - 05:08 PM, said:

Yeah quoting those guys sitting around talking pretty much sums up PGI's method of delivering digital goods.

[Dranksta]

waterfowl, on 15 August 2014 - 05:05 PM, said:

hah.. no.

Send customer support an email, they'll fix it, no need to make a silly post on the forum that slides other threads

No use in sending an email if they won't see it for the next few days. and by the time their slow process may come through i may have already received the promised package. Albeit a day or two late. but still Later than promised..

i.e.. i was charged for goods not delivered as agreed.

[Dranksta]

Griggio, on 15 August 2014 - 05:09 PM, said:

Just by chance were you logged into the game during the time the mech injections happen? With mine I was wondering why it was over an hour late, till I found out if i log out and log back in they were there.

I have logged in and logged out several time over the last 9-10 hours. no luck.. Thank you for the advice though

[Bishop Steiner]

Dranksta, on 15 August 2014 - 05:13 PM, said:

No use in sending an email if they won't see it for the next few days. and by the time their slow process may come through i may have already received the promised package. Albeit a day or two late. but still Later than promised..

i.e.. i was charged for goods not delivered as agreed.

and things can happen. And in fact, you will find in all the fine print, with pretty much any contract, there is legalese to that extent. Judging by all the server desyncs, it's possible they are encountering issues making the timely delivery difficult.

Regardless, if YOU don't follow the appropriate channels, you will find you have no legal ground for your complaint. But judging by your belligerently stating one thing over and over again, either you don't "get it" or that isn't your real objective.

Having worked in customer service, retail and other such areas, owned a bookstore and worked as management, you remind me of the those customers who spend all their time looking for a reason to complain, hoping to "get a free lunch" out of it.


maybe I am wrong, and if so, my apologies. But that is the tone of your posts.

[Kilo 40]

The arrival of my digital robot was delayed. This must be a crime!!!

[Dranksta]

Bishop Steiner, on 15 August 2014 - 05:19 PM, said:

and things can happen. And in fact, you will find in all the fine print, with pretty much any contract, there is legalese to that extent. Judging by all the server desyncs, it's possible they are encountering issues making the timely delivery difficult.

Regardless, if YOU don't follow the appropriate channels, you will find you have no legal ground for your complaint. But judging by your belligerently stating one thing over and over again, either you don't "get it" or that isn't your real objective.

Having worked in customer service, retail and other such areas, owned a bookstore and worked as management, you remind me of the those customers who spend all their time looking for a reason to complain, hoping to "get a free lunch" out of it.


maybe I am wrong, and if so, my apologies. But that is the tone of your posts.

Very true ,and i did not read the "fine print" Also I was not aware the servers were having issues.

But i disagree, there IS legal grounds for a complaint. obviously. Oh and yes I "get it" And no, i wont follow suit if content is delivered after their promised time. It's not worth my time or money to follow suit.. but if it is NEVER delivered then yea.. i will just call my bank. So my objective is not to pursue legal actions.. but rather call attention to potentially unlawful action's. Hence the question mark after my original statement.

I don't want free ANYTHING free. I just want what i payed for, and when it was promised to me.

Is that to much to ask for? Fair service for money paid? You remind me of a customer service rep, who refuses to work with a paying customer to deliver them services rendered. Yet instead accuse them of circumventing a payment or fault on their end.

Typical customer support attitude.. Blame the consumer

Thank you for you respons though.. you made good points until your last few sentences which were frankly unnecessary.

Edited by Dranksta, 15 August 2014 - 05:40 PM.

[Bishop Steiner]

Dranksta, on 15 August 2014 - 05:38 PM, said:

Very true ,and i did not read the "fine print" Also I was not aware the servers were having issues.

But i disagree, there IS legal grounds for a complaint. obviously. Oh and yes I "get it" And no, i wont follow suit if content is delivered after their promised time. It's not worth my time or money to follow suit.. but if it is NEVER delivered then yea.. i will just call my bank. So my objective is not to pursue legal actions.. but rather call attention to potentially unlawful action's. Hence the question mark after my original statement.

I don't want free ANYTHING free. I just want what i payed for, and when it was promised to me.

Is that to much to ask for? Fair service for money paid? You remind me of a customer service rep, who refuses to work with a paying customer to deliver them services rendered. Yet instead accuse them of circumventing a payment or fault on their end.

Typical customer support attitude.. Blame the consumer

Thank you for you respons though.. you made good points until your last few sentences which were frankly unnecessary.

as was the immediately combative title to your OP. People looking for resolution, don't generally start by attacking, especially for something minor, which, at the end of the day, a video game purchase, is.

If resolution is what you are seeking, then instead of arguing with folks here, first submit your help ticket, THEN see what happens. Considering the number of people posting earlier that they could not even make a purchase as their card info was not being accepted, it sounds to me like PGI/IGP is having issues.
http://mwomercs.com/...ying-to-buy-mc/

Now since they are as usual, apparently silent here and on twitter, what they are fiddling whilst MWO burns, is beyond me. But if you want thing resolved in your favor, in business, it is always incumbent on YOU to go through proper channels, first.

Edited by Bishop Steiner, 15 August 2014 - 05:54 PM.

[Mycrus]

Bishop Steiner, on 15 August 2014 - 05:53 PM, said:

as was the immediately combative title to your OP. People looking for resolution, don't generally start by attacking, especially for something minor, which, at the end of the day, a video game purchase, is.

If resolution is what you are seeking, then instead of arguing with folks here, first submit your help ticket, THEN see what happens. Considering the number of people posting earlier that they could not even make a purchase as their card info was not being accepted, it sounds to me like PGI/IGP is having issues.
http://mwomercs.com/...ying-to-buy-mc/

Now since they are as usual, apparently silent here and on twitter, what they are fiddling whilst MWO burns, is beyond me. But if you want thing resolved in your favor, in business, it is always incumbent on YOU to go through proper channels, first.

Chill pill brah

[Utilyan]

First I'd like to say im completely envious you have a clan pack.

It says 4pm is the start of its "business day". Now we all know there is no available injection today because of urbanmech.......so your going to have several hours AFTER Monday 4pm. But I think that might be Canadian holiday so the injection will be postponed for Tuesday. But Tuesday because of a vindicator release special......all previous injections will be delayed.....because of the community warfares.....

[Ph30nix]

also did you check time zone? you didnt mention your timezone

might sound obvious but some people dont think of it. 4pm their time is probably not 4pm your time.

[Joseph Mallan]

Utilyan, on 15 August 2014 - 06:02 PM, said:

First I'd like to say im completely envious you have a clan pack.

It says 4pm is the start of its "business day". Now we all know there is no available injection today because of urbanmech.......so your going to have several hours AFTER Monday 4pm. But I think that might be Canadian holiday so the injection will be postponed for Tuesday. But Tuesday because of a vindicator release special......all previous injections will be delayed.....because of the community warfares.....

You used to work for them... or a similar house of cards didn't you!?

[Dranksta]

Bishop Steiner, on 15 August 2014 - 05:53 PM, said:

as was the immediately combative title to your OP. People looking for resolution, don't generally start by attacking, especially for something minor, which, at the end of the day, a video game purchase, is.

If resolution is what you are seeking, then instead of arguing with folks here, first submit your help ticket, THEN see what happens. Considering the number of people posting earlier that they could not even make a purchase as their card info was not being accepted, it sounds to me like PGI/IGP is having issues.
http://mwomercs.com/...ying-to-buy-mc/

Now since they are as usual, apparently silent here and on twitter, what they are fiddling whilst MWO burns, is beyond me. But if you want thing resolved in your favor, in business, it is always incumbent on YOU to go through proper channels, first.

I'm not sure what you define as "combative" but the title was not.
I never "attacked" anyone. Stating Facts is not attacking just so you know. And a video game purchase is not minor IMHO when it gets to the triple digit mark. I'm not sure how rich you are.. but its alot of money to me, and i work hard for it.

Like i said before i did not submit a support ticket because SUPPORT IS CLOSED for the weekend. So, like i said before.. again... i was hoping fellow gamers could help me out in the sense that they have been through this before.. they can give me information from their encounters wth support. Or how long it took them to receive their clan pack.

Now that link you gave me.. Thank you again.. that may be indeed a reason or a compounding reason why i have yet to receive my package. Why you couldnt just give me that link without talking down to me is beyond me.. but i thank you for your response.