So how do I get a refund for the pre-order

[Galvin_Omon]

I paid $82. and I am not getting what I paid for I guess I need to wait. How do I get my money back?

[Midnightetak]

Post in the right forum, Account Management, or Call customer service and ask them.

[ainmosni]

go to the turbine offices dual-wielding khopeshes and roll for intimidate.

[Expalphalog]

I paid $82. and I am not getting what I paid for I guess I need to wait. How do I get my money back?

You didn't get the expansion pack that comes out in June? Are you from the future?

Or are you claiming that you paid $82 for the tomes and pets alone?

[Cyiwin]

You forgot to cue the violins.

[XiaNYdE]

It's one thing that Turbine advertised this and then oops, found out the delivery system was buggy. The real problem is that they continued to advertise the immediate in-game items despite the fact that they knew they couldn't possibly deliver. In doing this, they were being dishonorable and fraudulent.


This is exactly what i have been saying, nothing else bothered me as much as this, being that i run my own retail business, i know exactly what would have happened to me if i had done the same. The very moment they knew they had a faulty product it should have been withdrawn from sale!!

[BitkaCK2]

This is exactly what i have been saying, nothing else bothered me as much as this, being that i run my own retail business, i know exactly what would have happened to me if i had done the same. The very moment they knew they had a faulty product it should have been withdrawn from sale!!

This is a sticky wicket. I had zero problems with 13 character across 3 servers by following the FAQ/information provided plus a couple of superstitious safety tips of my own that I've been doing for years. So do you shut down the entire thing because some/many are having problems or continue and resolve the problem with a hotfix? I might have been just as angry if they shut it down in the middle of me having no problems with it.

I'm not arguing for or against just mentioning the other side of the coin,
bitkaCK2

[DDOisFree]

The expansion you get in June ONLY costs $29.99, not $79.99.

People who bought the CE actually did pay the extra for 'Pre purchase now to get IMMEDIATE in game bonuses!'.

For everyone that got the bugged delivery on their pre order items and ended up recieving nothing, they didnt recieve their immediate in game bonuses as advertised and have every reason to get their money back.

That doesnt mean that Turbine will give you anything back, but they are direct violation of trading laws which state that if an item is sold not as described, then the customer is legally entitled to a full refund.

Video games are not exempt from trading laws. If anyone was to take this to court, Turbine would be ordered to refund the purchase.

[BitkaCK2]

The expansion you get in June ONLY costs $29.99, not $79.99.

People who bought the CE actually did pay the extra for 'Pre purchase now to get IMMEDIATE in game bonuses!'.

For everyone that got the bugged delivery on their pre order items and ended up recieving nothing, they didnt recieve their immediate in game bonuses as advertised and have every reason to get their money back.

That doesnt mean that Turbine will give you anything back, but they are direct violation of trading laws which state that if an item is sold not as described, then the customer is legally entitled to a full refund.

Video games are not exempt from trading laws. If anyone was to take this to court, Turbine would be ordered to refund the purchase.

I'll let someone more versed in legaleese address specifics however when you play the game you agree to a ToS that pretty much states individual gameplay experiences will vary. Yes they promised IMMEDIATE stuff but you also agreed to a previous contract that basically states that servers can be brought down at anytime. Whether or not a legal claim can be made *shrug* I do not know. However, remember the other stuff you agreed to. This is not a 'bait and switch'. This is a delivery issue as if you ordered from Amazon and they promised delivery on X-date but a snow storm, natural disaster, etc. prevented on time delivery. You will get your stuff.

Remember, individual game experience will vary,
bitkaCK2

EDIT: Just to back up my snow storm analogy:

Preorders are not tested in the preview/ test worlds. It is almost impossible for us to do this out there with non-employees.
What broke was something in the world QA did not even know existed, so we had no metric to test against. All our tests for delivery worked brilliantly, since there was a variable that we did not know to test against. Same exact thing with the cake. I thought at first it was a load issue too, it isn't, it is something else. Ask me some other time and I'll explain the crazy. Mushrooms are the same as doors strikes again...things you would never think are related...are.

Remember TR inventory issue was found on Lamma, and tons of other issues.Should have the tester regressing the other TR issue seen it? Yep, but this late in the cycle testers ususally just test the fix, not a full pass at the system. He shortcutted his way through the system to get to the fixed part. Poor choice maybe, but this late in the cycle these are the decisions people make.
Anyway the preview worlds worked better than ever before. Having a bug forum there was super helpful. Some of you in the community really stepped up, and this was noticed!

Anyway Fixes on the way, stay tuned. There are around a dozen things we are in the process of verifying right now for a patch.

Maj.

[Kromize]

I paid $82. and I am not getting what I paid for I guess I need to wait. How do I get my money back?


LOL. You expect a refund, from Turbine?! That's funny...

... sry to laugh tho. Good luck, best of wishes on getting your money back.

Worst customer service on the planet.

[arkonas]

you know i gotta say some of you just need to grow up. sure ive had my issues with ddo but customer service helped me through but its because i had patience. Seriously some of the players here really need to grow up and stop complaining. if you expect perfection from games you might as well quit now. i cant tell you how much i see turbine bending over backwards to get this stuff fixed. oh noes we had to wait a few days to use our tickets, cakes and tr. my god its not like the world ended.

i can say if you want to be a pain in their butt i'm sure you wont get good customer service from them. you want to be nice and just wait a day or 2. they will help you. my god its amazing how many people complain like little kids on here. i bought the expansion i had issues but im still waiting patiently. if you dont want it just ask for a refund. they will probably do it.

[Galvin_Omon]

No need to be an idiot.

The guy paid for something (Which included all of the above) - didn't get it ALL, and so would like his money back. It's his choice to purchase it again later when it actually works isn't it?

That's a fair and reasonable request. Not sure we can help him, but if he contacts the right people he has a fair case doesn't he?

Thank you for being decent!

I was not writing this to be a jerk.

I have been playing this game since 2006 so don't tell me I need to be patient. If you went to a store and bought lets say a "wiggit" and you did not get what you paid for you would bring it back. This product is not ready yet and I am tired of software companies expecting their customer base to pay for items with the promise "someday" they would work the way they said it would.

I know nothing is perfect but for me 15 alts who are not being able to get the xp bonus which I paid for is not excepable.

Khimberlhyte wrote:
"You should invest the $82 into buying some patience. It probably won't be enough to cover your needs into the future, but should help a little bit."

If you were paying for this yourself and not using mommy's credit card you might understand the value of a dollar or 82 of them! How many weeks of your allowance would take for you to make $82. Thats 8 weeks for my kids:D.

[Calebro]

Hypothetical situation:
You order something from Amazon that is supposed to be delivered on Monday. They have a shipping issue or temporarily run out of stock and tell you that delivery will be postponed until Friday.
Do you ask for a refund, or do you just not worry about it until Friday?

You'll get what you paid for. There has simply been a slight delivery issue that needs to be dealt with. Calm down.

[AZgreentea]

If you actually expected DDO's first expansion to go off without a hitch, you should read my signature.

I didnt wait just because $140.00 (Pre order plus 11k TP) is a lot to throw away on an impulse. I waited because I knew something would go wrong and need to be fixed.

[SilkofDrasnia]

I'll let someone more versed in legaleese address specifics however when you play the game you agree to a ToS that pretty much states individual gameplay experiences will vary. Yes they promised IMMEDIATE stuff but you also agreed to a previous contract that basically states that servers can be brought down at anytime. Whether or not a legal claim can be made *shrug* I do not know. However, remember the other stuff you agreed to. This is not a 'bait and switch'. This is a delivery issue as if you ordered from Amazon and they promised delivery on X-date but a snow storm, natural disaster, etc. prevented on time delivery. You will get your stuff.

Remember, individual game experience will vary,
bitkaCK2

EDIT: Just to back up my snow storm analogy:

Except even if you agree to a ToS its not valid if it goes against state laws. Any sale conditions have to be up to par with the laws of the state in which it is sold.

I will agree that i think turbine will fix this though they just need a reasonable amount of time to find a solution.

[fatherpirate]

Well bugs happen,

They are working on it.

My personal preference is to just buy the stuff I like and skip what I don't,
and I always wait just a bit for the bugs to get shaken out.

Stay vertical !

ok, back to getting ready to live stream a test run today.

[Qaliya]

That's a fair and reasonable request. Not sure we can help him, but if he contacts the right people he has a fair case doesn't he?

I personally think he's being a little impatient. But yes, he did pay money for something he didn't get, so he has a reason to be unhappy.

Unfortunately. whenever anyone makes any demands of a company on the Internet, a dozen sycophants jump out of the woodwork to flame them. There's some strange malady that makes people think they are heroes for defending huge faceless corporations, no matter what the issue.

[Fromthelog]

Stay away from the rhetoric for a moment and look at the facts.

OP paid for a promised service and Turbine was unable to deliver on that promise.

Irrelevant if he's not being patient.

Irrelevant what ever the cause on Turbines side.

Ok so I always defend the party I think was wronged. Here in the DDO forums I'm often defending Turbine from people with a false sense of entitlement.

This time I hope Turbine does the right thing and makes it up to the people impacted by this mistake.

[Fromthelog]

That being said. Aside from exceptional circumstances I always counsel patience. We are almost invariably better off for it.

[AZgreentea]

OP paid for a promised service and Turbine was unable to deliver on that promise.
You have an interesting definition of "unable to deliver" unless I missed a post someplace where Turbine announced they would no longer be working to correct the issue. Turbine has a "reasonable amount of time to resolve the issue" before a dispute on the payment would even be considered by the company that handled it. Considering they resolved any issues with unused tickets and future purchases, I would say they still have plenty of time left to compensate any effected customers.

[Calebro]

Stay away from the rhetoric for a moment and look at the facts.

OP paid for a promised service and Turbine was unable to deliver on that promise.

The problem isn't that they weren't able to deliver. The problem is that some people are defining the word "immediately" as: OMG Right Friggin NAO!!!!111!!eleventy!!!111one!!!11111
Turbine is defining "immediately" as: As soon as it gets delivered, which will be up to four months prior to the release of the expansion purchased.

[Crann]

Hypothetical situation:
You order something from Amazon that is supposed to be delivered on Monday. They have a shipping issue or temporarily run out of stock and tell you that delivery will be postponed until Friday.
Do you ask for a refund, or do you just not worry about it until Friday?

You'll get what you paid for. There has simply been a slight delivery issue that needs to be dealt with. Calm down.

Actually this delay was less time :)

[Qaliya]

The problem isn't that they weren't able to deliver. The problem is that some people are defining the word "immediately" as: OMG Right Friggin NAO!!!!111!!eleventy!!!111one!!!11111


Once again, people bending over backwards to take Turbine's side against their fellow customers. Amazing.

Yes, the problem is that they weren't able to deliver.

I run a business that involves digital downloads. They are sent automatically when someone places an order.

It's not uncommon for these notifications to get lost or stuck in spamboxes. It is also not uncommon for me to get an email within 24 hours threatening a credit card chargeback because the person didn't receive their product in that timeframe.

Again, I think a bit more patience would be a good idea here, because it's obviously a case where Turbine is simply having technical problems. But when a customer is sold something on the basis of it being delivered "immediately", they do have a right to request a refund if that promise cannot be delivered upon, no matter what the anti-customer-service excuse-making brigade protests.

If I sold someone an electronic product and then couldn't deliver it for the better part of a week, I'd refund their money AND give them the product for free. In fact, I've done it before. I call this "good customer service".

[bonscott87]

If you actually expected DDO's first expansion to go off without a hitch, you should read my signature.

I didnt wait just because $140.00 (Pre order plus 11k TP) is a lot to throw away on an impulse. I waited because I knew something would go wrong and need to be fixed.

This, +1. When isn't there a weird bug on a DDO patch? LOL And frankly a patch to any game. I NEVER patch a game the first day or two but wait for reports to see how it's going.

Saw reports within the first couple hours with problems with the cakes and pre-order. So I was smart and didn't eat my cake or pre-order until the bugs got worked out. They patched things up yesterday morning and last night ate all my cakes bug free. Now tonight I'll do my pre-order and should get all the goodies also bug free.

There is a lesson here and that is to be patient and not impulse buy.

As for the OP, you do know they will fix things and make it right, correct? So it takes a couple extra days, big deal. I wouldn't doubt they even toss in some extra bonus or maybe a guild bonus or something as a way to say sorry. You have not been robbed of your money.

[MartinusWyllt]

No need to be an idiot.

The guy paid for something (Which included all of the above) - didn't get it ALL, and so would like his money back. It's his choice to purchase it again later when it actually works isn't it?

That's a fair and reasonable request. Not sure we can help him, but if he contacts the right people he has a fair case doesn't he?

And if it were possible to get a refund then repurchase to fix the problem then the problem will be solved.

[Calebro]

Once again, people bending over backwards to take Turbine's side against their fellow customers. Amazing.

Yes, the problem is that they weren't able to deliver.

Once again, people proving that we are an impatient Burger King society. Guess what? It can't always be "your way, right away" like you want it. A pre-order is something that simply cannot be tested, so if there is a minor hiccup (and this is VERY minor considering we have four whole months before any of it matters) that minor hiccup shouldn't be considered a grave error on the part of the company.
They are working to rectify it. They have already rectified a large portion of it. They are working on rectifying what remains.

It isn't about taking sides. It's about being reasonable, which many people are not.

[Kylstrem]

For the OP:

There is an Account Management forum here that you might post on to get an answer, or check your options on the myaccount.turbine.com site.

Usually you don't get much help on the General Discussion board for a real account issue from the Turbine accounts department.

hth

[MartinusWyllt]

...
There is a lesson here and that is to be patient and not impulse buy.

As for the OP, you do know they will fix things and make it right, correct? So it takes a couple extra days, big deal. I wouldn't doubt they even toss in some extra bonus or maybe a guild bonus or something as a way to say sorry. You have not been robbed of your money.

To be fair, though, not everyone has been here since December of 2009 and plenty of people don't read the forums. I know they point to the forums in the launcher but there's not explicit requirement to join and read the DDO forum in order to use their product.

Bugs during updates should be a completely separate issue from offering a product for payment. In the former case we agree that things will change over time when we accept the contract. The latter is a new kind of agreement that involves getting something you are purchasing.

I have faith that all will be restored and there was, of course, no malice or deception.

[MartinusWyllt]

Once again, people proving that we are an impatient Burger King society. Guess what? It can't always be "your way, right away" like you want it. ...and this is VERY minor considering we have four whole months before any of it matters) that minor hiccup shouldn't be considered a grave error on the part of the company.
They are working to rectify it. They have already rectified a large portion of it. They are working on rectifying what remains.

It isn't about taking sides. It's about being reasonable, which many people are not.

The CE, though, promises items that were not provided. That's not four months away, that is now. It is reasonable to expect to get the product you paid for...$50 of that $80 was for benefits/goodies *now* not months for now, right?

Going off the rails about it is unreasonable, of course. Name-calling and libelous accusations are completely unreasonable. Expecting the product you paid for to be delivered as the seller claims it will be delivered is not unreasonable. If the shipping time is 4-6 weeks and someone flips out because the item is not there exactly by week 4 is not analogous to this situation.

[Aurora1979]

Hypothetical situation:
You order something from Amazon that is supposed to be delivered on Monday. They have a shipping issue or temporarily run out of stock and tell you that delivery will be postponed until Friday.
Do you ask for a refund, or do you just not worry about it until Friday?

You'll get what you paid for. There has simply been a slight delivery issue that needs to be dealt with. Calm down.

You could ask for a refund and to cancel the order though which would be acceptable.

IF turbine is using the term imediatly then it needs to be that not... some time in the near future.

[Qaliya]

Once again, people proving that we are an impatient Burger King society.


I've now TWICE said that I think the guy should be more patient. So your comment makes absolutely no sense.

Regardless, patience is the customer's choice to have or not. It doesn't change the simple fact that a business transaction took place and one of the parties has not been able to fulfill its obligation.



It's about being reasonable, which many people are not.

Wanting a refund for something that you paid for and haven't received after four days is completely reasonable. Flaming someone who asks for a refund while bending over backwards to defend a company that has not lived up to its end of a business transaction -- that's what is not reasonable.

[Lilliana]

I'm not completely sure how relevant this is, but I read through the 'Terms of Service' for buying the expansion pack and as far as I can see, it says it is non-refundable. Of course, I am absolutely not well-versed in American law, so I might be reading it wrong.

I will copy the part here (can be found last under Applicable Terms):
"The purchase of Dungeons and Dragons Online™: Menace of the Underdark™ Collector’s Edition, Dungeons and Dragons Online™: Menace of the Underdark™ Standard Edition or Dungeons and Dragons Online™:Menace of the Underdark™ Base Edition, including state and local sales taxes, is non-refundable, subject to applicable laws."

Here is the link to said Terms of Service:
http://www.turbine.com/content/menace-underdark-%E2%84%A2-terms-service

I often see digital download pre-orders be non-refundable, so I'm not terrible surprised by this. In fact, I'm not sure I have seen a digital download pre-order yet, that was refundable. I guess, it has to do with the nature of the beast *shrug*

[rimble]

I've now TWICE said that I think the guy should be more patient. So your comment makes absolutely no sense.

Regardless, patience is the customer's choice to have or not. It doesn't change the simple fact that a business transaction took place and one of the parties has not been able to fulfill its obligation.

Wanting a refund for something that you paid for and haven't received after four days is completely reasonable. Flaming someone who asks for a refund while bending over backwards to defend a company that has not lived up to its end of a business transaction -- that's what is not reasonable.

At first I was annoyed with the OP posting more impatient entitled nonsense...but ultimately, after reading and thinking, I agree. I do think he's being a somewhat irrational/unreasonable customer, however, he should have the option to walk away from the deal at this point if he wants.

I started thinking about other purchasing delays I've had...you know, you order that whiz-bang thing from Amazon or wherever...suddenly it's out of stock, or just for whatever reason it's 'lost in the system'...now generally I just wait it out, because I'm not that much of a spaz, but I think it's reasonable for someone to be able to go in and cancel the purchase at that point if they want.

Ultimately, the 'absolutely no refunds ever no matter what goes wrong' with the way DDO handles online purchases is a little bothersome. There's like ZERO functionality built into their system to handle refunds it seems, and ultimately, that's what I think is wrong (and working around that with their 'no returns ever' sales policies are...shady...).

TL;DR:
OP: Chill.
Turbine: L2Refund.

[MartinusWyllt]

..., subject to applicable laws."
...

That's the key, here, though. The purchasing contract has not been fulfilled. Maybe a case for "theft by deception" could be made, but there are probably other laws that come into play when the seller fails to deliver promised goods to the purchaser.

(Not that I'm worried the goods won't be delivered, eventually...or compensation that I would consider appropriate if those items prove irretrievable.)

[Calebro]

Wanting a refund for something that you paid for and haven't received after four days is completely reasonable. Flaming someone who asks for a refund while bending over backwards to defend a company that has not lived up to its end of a business transaction -- that's what is not reasonable.

YTou're assuming the OP purchased his package on the first day that they were available. The OP didn't post this thread until yesterday, which is three days later. So while you're assuming that he purchased it immediately, I'm assuming that he purchased it yesterday when the complaint came through.
During those three days, there were notices here on the forums about the issues. There were notices in the launcher about the issues. I'm sure there were people talking about it in chat in game.

The only people that have a legitimate complaint about any of this are the ones that purchased their package within hours of them becoming available, because within a few hours we were all well aware of the issues present, which is when the announcements went live.
No one else has a reasonable complaint.
Even those people that I feel do have a reasonable complaint are being unreasonably impatient with their complaint.

[Chai]

you know i gotta say some of you just need to grow up. sure ive had my issues with ddo but customer service helped me through but its because i had patience. Seriously some of the players here really need to grow up and stop complaining. if you expect perfection from games you might as well quit now. i cant tell you how much i see turbine bending over backwards to get this stuff fixed. oh noes we had to wait a few days to use our tickets, cakes and tr. my god its not like the world ended.

i can say if you want to be a pain in their butt i'm sure you wont get good customer service from them. you want to be nice and just wait a day or 2. they will help you. my god its amazing how many people complain like little kids on here. i bought the expansion i had issues but im still waiting patiently. if you dont want it just ask for a refund. they will probably do it.

Sorry but I disagree.

I dont expect perfection. I expect good customer service. The mods on the boards provided better customer service than the in game support team did for the first 7 hours or so. The in game CS team was closing down tickets with no explanation. It took people to come to the forums to get the response they needed.

Looking at my sig you can see a Turbine employee providing specific information on how many people actually use the forums. The rest of the people who bought an 80 dollar package tried to obtain their items and the delivery system failed, and when they tried to create a ticket for tier one customer service, they were blown off without a response and the ticket was closed.

Its the equivilent of you bringing a defective item to a service desk at the store you bought it from, the employee putting up the "closed" sign, walking into the back room and closing the door.

[Beethoven]

Your belittling the pain that someone else is feeling. You're being judgmental in how he's trying to work through it. Your comments are adolescent, rude, insensitive, and demeaning..


The real problem is that they continued to advertise the immediate in-game items despite the fact that they knew they couldn't possibly deliver. In doing this, they were being dishonorable and fraudulent.

You leaving out the part where issue occurred in some cases only. You also omitting the bit where they instantly put up a sign informing their customers there may be a delivery delay. You make no mention how Turbine had not even done an advertisement campaign outside the very forums they informed people of the problem. You make no mention of how the fix came within a couple of days.

Don't you think it is a little hypocritical of calling people out as being unsympathetic, adolescent, demeaning, rude and insensitive while you take yourself every liberty to shamelessly exaggerate (they could not delivery as opposed there was an unforeseen delivery issue affecting some of their customers) and omit large parts of what happened (the fix of the issue coming within a couple days, a warning clearly been posted, no large scale marketing campaign launched yet)?


The only way you'll likely get your money back is to call you credit card company in a month and do a chargeback. This means that Turbine will perma-ban.

You have any basis for this allegation or you being just fraudulent and dishonest in your own responses? It's a serious question, btw. I renewed my ViP subscription a while back (and did get my ViP benefits back). However, I missed that the credit card they had on file was expired. I ended up getting 3 days ViP for free before I realized the issue was not on their side but my mistake. I did not get perma-banned or otherwise reprimanded. I was simply allowed to correct my mistake when re-entering (and re-submitting) my ViP subscription (as it ket lapsing for the lack of payment).

I am not trying to belittle the issue for those to whom it happened. It sucks if issues like these happen. I wasn't too happy myself when:

* I bought a new flat-screen television from the local electronics store, went through all the effort of setting it up and mounting it on the wall just to realize it did not work. I had to go back to the store and even wait a week until they got a replacement model. The store likely knew that there is a /chance/ for an electronic device to have an issue. They still sell electronics.
* My mom (living in Europe) sent Christmas presents for her grandson (living with me in the US); she even paid extra for fast delivery. The package arrived in the US within 2 days. Then - between customs and US postal service - it took 2 weeks to be processed and finally arrive at my house. It was disappointing we only got his presents after Christmas. However, there always is a chance for unexpected delays during the holiday season - nevertheless the US postal service still delivers mail.
* I ordered a (European) movie from Amazon once (since it was hard to get elsewhere) and despite it initially said "in stock" and "delivery within 2 days" I got an e-mail later that they ran out of stock and it ended up taking more like a week until I finally got it.
* Coming back from Europe I had a connection through New York; according to my tickets I expected a 2 hour lay over and 2 1/2 hour flight until I am back home. Due to an unforeseen issue my flight got canceled. It was the last flight of the day and I spent the better part of the next day trying get on a flight. Last I checked this happens frequently enough airlines should know there /could/ be an issue. I could as easily accuse them of defrauding their clients since they full well know there is a /chance/ some of their customers may get stuck some place.

I could as easily accuse each of those companies of being fraudulent, dishonest and robbing people by using the exact same arguments thrown at Turbine now; in fact, I could not think of /any/ company were I could not make the argument. I can try as hard as I possible to always be on time for work, but there is always a chance I get stuck in traffic longer than expected and I can try be a good worker as much as I want, there is always a chance I get sidetracked by a private conversation with a co-worker for a while. My employer pays me for 40 hours a week and technically in all those cases I am defrauding my employer too.

My employer measures me on my overall job though and values me (or so they claim) for being willing to go the extra mile if/when issues arise. Similarly, I learned to live with issues happening and to judge a company by the overall quality of their product (relative to the price I am paying for it) and how they deal with problems.

[Chai]

YTou're assuming the OP purchased his package on the first day that they were available. The OP didn't post this thread until yesterday, which is three days later. So while you're assuming that he purchased it immediately, I'm assuming that he purchased it yesterday when the complaint came through.
During those three days, there were notices here on the forums about the issues. There were notices in the launcher about the issues. I'm sure there were people talking about it in chat in game.

The only people that have a legitimate complaint about any of this are the ones that purchased their package within hours of them becoming available, because within a few hours we were all well aware of the issues present, which is when the announcements went live.
No one else has a reasonable complaint.
Even those people that I feel do have a reasonable complaint are being unreasonably impatient with their complaint.

Anyone who purchased according to specific terms who did not have those terms delivered as a legit complaint.

How they choose to act about it is another matter entirely.

[Calebro]

That's the key, here, though. The purchasing contract has not been fulfilled. Maybe a case for "theft by deception" could be made, but there are probably other laws that come into play when the seller fails to deliver promised goods to the purchaser.

(Not that I'm worried the goods won't be delivered, eventually...or compensation that I would consider appropriate if those items prove irretrievable.)

Their contract has not been fulfilled (to a select few buyers), but neither has it been violated. They have actively been working on a resolution to get their customers what they ordered. As long as they continue this action and find a resolution within a reasonable time frame, they haven't done anything wrong.
Basically, that "law" allows for unforeseen circumstances (such as a coding error affecting delivery of some items) which means your case of "theft by deception" simply does not exist.

[stainer]

I paid $82. and I am not getting what I paid for I guess I need to wait. How do I get my money back?

I would try the Game Support link above, posting in the Account Support forum, or calling Account Support directly. If you aren't satisfied, you can contact the Boston BBB and ask them to mediate a resolution.

Good luck on your quest. I think the EULA covers situations such as this, at least generally. It might help you to research that a little.

[Calebro]

To anyone complaining about the legality of the situation:
By law, you need to give them a reasonable amount of time to rectify the situation. They have been working on just that. They have already rectified part of the issue, which shows good faith on their part. You don't have a legal foot to stand on, and that's all there is to it.

It's a simple coding error which delayed the delivery of some items for what is essentially a handful of people. They are actively working to rectify that error, and have been more forthcoming and transparent about it than is even necessary.
I'm sorry if you were affected by this error. That sucks. But they're working on it, just as they have been saying over and over again since the issues began.
Patience, padawan.

[Lilliana]

That's the key, here, though. The purchasing contract has not been fulfilled. Maybe a case for "theft by deception" could be made, but there are probably other laws that come into play when the seller fails to deliver promised goods to the purchaser.

(Not that I'm worried the goods won't be delivered, eventually...or compensation that I would consider appropriate if those items prove irretrievable.)

Okie :) As I said I don't know American law, so I wasn't sure how relevant it was.
But it is all well, I learned something new. Thanks for pointing it out in a civil manner, I appreciate that :)

[Chai]

Their contract has not been fulfilled (to a select few buyers), but neither has it been violated. They have actively been working on a resolution to get their customers what they ordered. As long as they continue this action and find a resolution within a reasonable time frame, they haven't done anything wrong.
Basically, that "law" allows for unforeseen circumstances (such as a coding error affecting delivery of some items) which means your case of "theft by deception" simply does not exist.

That depends.

I doubt if "Theft by deception" would hold up in any country (yeah people are going a bit overboard on the forums), but quite a few nations have far better consumer protection laws than America does.

In America if people contact their card company they would likely get put into 'dispute" for the charge, an investigation would occur etc...takes eons, and by then Turbine will have likely resolved the delivery issue on their end. Red tape is the killer of most consumer complaints in the States.

Most people in the UK on the other hand, could just phone their credit card company and get the money back rather quickly without too much of a hassle, the minute something went wrong. Contract not fulfilled, chargeback.

If you do business with someone in another country, that business is done by their laws, subject to their import taxes etc.

As far as having "done something wrong" - depends where they are doing business. That doesnt come down to come huge criminal case like some on the boards will imply however - usually its just grounds for a chargeback with minimal questions asked. If people want to be impulsive and get their money back they likely can, but not by ranting on the boards.

[Fromthelog]

You have an interesting definition of "unable to deliver" unless I missed a post someplace where Turbine announced they would no longer be working to correct the issue. Turbine has a "reasonable amount of time to resolve the issue" before a dispute on the payment would even be considered by the company that handled it. Considering they resolved any issues with unused tickets and future purchases, I would say they still have plenty of time left to compensate any effected customers.

I realy don't want to be drawn into this, I only care about putting out pointless fires. Stick with the facts, how much does that hurt your head? My interesting definition of unable to deliver refers to, Gah I can't believe I need to spell this out to a thinking being, saying immediately and not providing immediate.
IF Turbine meant to say "in a rasonable amount of time or in a few weeks then they SHOULDN'T have said immediately. Note that I'm not even directing that at Turbine because I know that Turbine meant immediately and accidents happen. I'm forced to direct this to you because you are unable...hey, wait, are you a troll?

[MartinusWyllt]

Their contract has not been fulfilled (to a select few buyers), but neither has it been violated. They have actively been working on a resolution to get their customers what they ordered. As long as they continue this action and find a resolution within a reasonable time frame, they haven't done anything wrong.
Basically, that "law" allows for unforeseen circumstances (such as a coding error affecting delivery of some items) which means your case of "theft by deception" simply does not exist.

That's different that just saying "suck it up" and "you should have had known better" which seemed to be the general message you've been conveying.

"Theft by deception" would be extreme, it looks like, I'd thought that included ineptitude or inability to deliver, but that would only apply if they anticipated problems but released the product anyway.

It does look like consumer protection laws could come into play.

To reiterate: I fully expect this will be worked-out and the items will be delivered or compensated sufficiently. I'm not flipping out, but I do understand why people are upset.

[stainer]

It does look like consumer protection laws could come into play.



Except for the whole arbitration clause in the EULA.

[Grosbeak07]

Worst customer service on the planet.

Pretty sure AT&T is worse.

[Calebro]

Except for the whole arbitration clause in the EULA.

I honestly believe that there are only a handful of us that actually have any concept of what's really happening here, and that there are even fewer of us that have any clue what the EULA is at all.

[Fomori]

Pretty sure AT&T is worse.
maybe Comcast as well, since I did drop them for AT&T Uverse .... and my customer service experience IMPROVED!

[Grosbeak07]

I honestly believe that there are only a handful of us that actually have any concept of what's really happening here, and that there are even fewer of us that have any clue what the EULA is at all.

A EULA is that thingy that hangs down the back of your throat right? :rolleyes:

[Cyndrome]

Except for the whole arbitration clause in the EULA.

I am not a huge fan of arbitration clauses in consumer contracts (from a decidedly proconsumer standpoint). But arbitration really is not that bad. What will really kill you are the choice of law and forum selection clauses.

[HAL]

you know i gotta say some of you just need to grow up. sure ive had my issues with ddo but customer service helped me through but its because i had patience. Seriously some of the players here really need to grow up and stop complaining. if you expect perfection from games you might as well quit now. i cant tell you how much i see turbine bending over backwards to get this stuff fixed. oh noes we had to wait a few days to use our tickets, cakes and tr. my god its not like the world ended.

i can say if you want to be a pain in their butt i'm sure you wont get good customer service from them. you want to be nice and just wait a day or 2. they will help you. my god its amazing how many people complain like little kids on here. i bought the expansion i had issues but im still waiting patiently. if you dont want it just ask for a refund. they will probably do it.

I think you need to grow up. He didn't insult anyone - you did. All he did was ask for info on how to get his money back. Every company has a return policy - you saying it's being nasty to ask about it? Please :rolleyes:

[Cyr]

Except for the whole arbitration clause in the EULA.

Here's a good one for the lawyers out there...

Can an EULA actually be enforced in court over the lack of devilery of a product where you do not sign the EULA until after you buy the product?

As in some new player buys the expansion and the code inside is actually for one thousand Turbine points and no expansion (clear case of non delivery) and they sign on to the game first time and sign the EULA and find out that the pack is not there...can a company then say "hey the EULA you just signed said that we are not responsible for any virtual goods and anyways virtual goods have no value...oh and we own all of them anyways so you can't sue about mising them..."?

[DDOisFree]

EULA's are never enforced by courts. No company can bypass legal trading laws via an EULA, video games included.

Advertising 'immediate ingame bonuses' and not providing the immediate bonuses which were paid for would 100% go in favor of the customer in any court.

[Cordovan]

Due to fighting, this thread is closed.