7 replies to this topic

[Kh0rn]

Hello there. Friendly neighborhood Atlas pilot here. I have experienced a very slow support help issue over the past week. I serious issue that I need attending and have not heard from them in nearly a week. I heard something about a backlog but I am sure it does not take a week too send a response email. The issue is directed too purchasing MC. I wanted too buy 1 3000MC and 1 1250 MC bundle. When I pressed purchased it said "Error please try again later." So on the 3rd try it said it was completed and I got the sms. Same deal for the 1250mc Bundle on the 3rd try it worked. However, when I went too go few the mc I purchased it seemed that it has billed be for 2 3000MC bundles and another 2 1250 MC bundles. It seems even tho it said "Error please try again later." It actually went ahead and bought 6 bundles or 5 either one. That's quiet a bit of money I lost buying that much Mc I did not want, and a failure on there system too send a purchase through when it said It could not. I need help with a refund and so far not a word from Support.

[Monkey Lover]

Ya it took them about a week to get back to me when i emailed them. Im sure they will refund your money once they do. I have never seen anyone have a problem with getting a refund. Just for kicks make sure your check you spam folder encase it got put in there.

Edited by Monkey Lover, 07 October 2014 - 08:50 AM.

[Kh0rn]

I hope so. And so far no email has come back. I am just worried I may never get a refund other wise its a loss of a lot of money for me.

[Monkey Lover]

The trouble made from not giving you a refund would be a lot once you post on the forum haha If you don't get a reply soon send Nikolai Lubkiewicz a message. I have seen him fix a few of these problems I would make sure your credit card processed the payment and its not just on "hold" In these cases you just have to wait until the hold drops off and you will not be charged.

Edited by Monkey Lover, 07 October 2014 - 08:58 AM.

[Scratx]

Kh0rn, on 07 October 2014 - 08:47 AM, said:

I hope so. And so far no email has come back. I am just worried I may never get a refund other wise its a loss of a lot of money for me.

My best advice for now is to do the following...

1 - Obviously do not spend any of the MC you didn't want to buy
2 - Shoot another email (with the original one attached or something) to support asking about it
3 - If they don't reply to either email in 2-3 more days (you can wait that long? ), shoot a PM to Russ because at this point you'll be both running out of options and is indicative of a potential bigger problem he might have to poke around about.

I stress that, unless you must, you should avoid jumping the gun to 3 'cause Russ isn't supposed to be the Troubleshooter Man and we need him to be doing more than sorting out issues that MWO Support should be handling to begin with. It is only when MWO Support seems to have all but failed that you should escalate.

Edit : Or send to Nikolai. In fact, send to him first.

Edited by Scratx, 07 October 2014 - 08:59 AM.

[Belorion]

Russ stated in the Town Hall that when IGP knew they were getting bought out, and PGI was to take over support, they stopped with the tickets, so yeah its been a scramble on their end to not only catch up, but to put support in place period.

I don't fault them too much, if they do indeed manage to catch up soon™.

[Redshift2k5]

I would continue to file your tickets to support@mwomercs.com, and since it's a payemnt issue i would send a PM to Niko as well (although he won't be able to fix the issue personally he can probably assur you it's on the right track)

[Kh0rn]

I think I will go the next step and go pm Niko about this. Thanks for the help guys.