VIP Extension

[Tolero]

As of 11:59PM Sunday March 10th, all players who qualified for the extended VIP time due to the billing system down time have been granted 4 additional days.

The extended time was awarded between Friday and Sunday. Thanks for your patience, and we'll see you in game!

[Gkar]

Uh, it looks like I got a 2 day extention. Seems to me the system was down for longer than 1 day.

So what do we do when the credit is wrong? (and for clarity, how many days were you trying to award?)

[Engoril]

I don't believe you

My account page shows 21 Feb 2015 as my next renewal date. It was showing this same date prior to this weekend. In fact it has been showing this date since end of february.

The really curious part is why is is showing 2015 for my 1 year sub? Is it a date display error and I didn't get 4 days, or did someone erroneously give me 1 year extra so you decided not to give me another 4 days? :)

[Zonixx]

I don't believe you

My account page shows 21 Feb 2015 as my next renewal date. It was showing this same date prior to this weekend. In fact it has been showing this date since end of february.

The really curious part is why is is showing 2015 for my 1 year sub? Is it a date display error and I didn't get 4 days, or did someone erroneously give me 1 year extra so you decided not to give me another 4 days? :)

Thanks for the free year turbine.

[Argila]

And the 500 TP? Nothing here yet...

[Tyrande]

I don't believe you

My account page shows 21 Feb 2015 as my next renewal date.[...]

Whoa, VIP does have privileges. ;)

I was wondering how you were getting two year subs until I read the other paragraph.

[chance2000]

I had to call turbine
I paid for my year the first week Feb the charge cleared my bank on the 6th.
When I logged into my account my next billing date turned to Jan 29th.
When I called I was told that is because they do not count months with 31 days.
When I pay for a year of something in the first week of Feb I expect to be billed next in the first week of Feb.
So instead of adding time to my account they took time away.
I did get my free 250 points only got my monthly 500 after I called in yet again today.
After I called the first time my billing date was changed to the 2nd.
Being disabled I always get paid the 3rd of each month.

[kittikatgurl]

The four extra days are nice, although I don't remember what my account said beforehand, so I can't tell whether it is actually there. What I am more concerned about is that I still haven't got the 500 points for VIP.

[Kaish]

How about our 500 TP we should have gotten?
The service tracker says that the issue was supposed to be fixed on Sunday... but still nothing.

Any news on the subject?

[UurlockYgmeov]

As of 11:59PM Sunday March 10th, all players who qualified for the extended VIP time due to the billing system down time have been granted 4 additional days.

The extended time was awarded between Friday and Sunday. Thanks for your patience, and we'll see you in game!

Thanks for the update Tolero! I emailed customer support and they sent me my revised billing date and it totally jives with your statement.

[Qhualor]

if I hadn't read this, I would have not noticed my 500 TP not awarded. I checked my history and my last points awarded was jan. 29. guess I need to start checking from now on *sigh

[CarpeNoctu]

As of 11:59PM Sunday March 10th, all players who qualified for the extended VIP time due to the billing system down time have been granted 4 additional days.

The extended time was awarded between Friday and Sunday. Thanks for your patience, and we'll see you in game!

Thanx for all the hard work, and for informing us...

2 questions:

1. How do we verify this? My billing date is exactly the same as it has been.

2. Probably a dumb question, but... Assuming for a moment that I don't fall victim to the missing VIP 500 TP issue as some others have, will this extra 4 day thing push the 500 "payment" back 4 days as well? I'm hoping not, as I need that TP to buy my fighter a Lesser Heart of Wood (while they're on sale) so I can rebuild him after utterly destroying him playing around with the free LR lol.

[moomooprincess]

What about that problem?

[btn2009]

I also did not receive Feb 500tp's.
Last one was Jan 14th, so as near as I can work it, they were due on the 13th Feb, the day before the downtime started. Guess I will wait and see if I get double in March and if I don't file a ticket

[snook59]

Still haven't gotten my VIP TP's. They keep sending me emails saying this problem has been corrected. I keep sending them back saying no it has not. I'm at a loss
as to what I'm supposed to do.

[Kylstrem]

This missing 500TP issue is starting to annoy me.

There is this Service Tracker post http://forums.ddo.com/showthread.php?&postid=4935442#post4935442 that says that it was resolved.

It says if you still didn't get your points, then to contact Account Support.

This is ****. I can easily look in my DDO store dialog and view my history. It shows the last time I received my 500TP allotment was Feb 4th.

Therefore this information is in YOUR DATABASE.

I have paid Turbine for a service and it is not being honored. Some half-assed attempt was made to fix it, but it didn't fix it for me and apparently many others.

So Turbine's solution is for us to spend OUR TIME calling their support department, likely dealing with an annoying automated attendant and then having to spend more time explaining the issue and waiting for it be resolved.

All this time and effort to ONLY get back what should have been delivered already.

I see no offering from Turbine to compensate us extra for:
1) Not getting the TP on time as was agreed when we signed up for VIP
2) Then having to spend our time to get Turbine to fix THEIR problem for us.

Throw us a bone here Turbine. You screwed this up royally. Make it right.

If I got this same type of service from a restuarant or other service industry, they offer something to make up for THEIR CRAPPY SERVICE.

[rfachini]

Update on outfit returns? I'm wondering how long it will take and we haven't heard anything in two weeks.

[Fnordian]

Still haven't gotten my VIP TP's. They keep sending me emails saying this problem has been corrected. I keep sending them back saying no it has not. I'm at a loss
as to what I'm supposed to do.

I guess I was lucky. The customer service person who handled my ticket said to reply to the email if the 500 VIP points weren't there by Monday. They weren't so I replied and the CSR manually credited me the points and apologized for the fix not working, saying they were trying to determine why it hadn't.

I would guess there's so many VIPs affected that they're trying to get an automated fix to work to save them having to manually post the points to every account...but for some reason the fix they thought worked, didn't. So now they're presumably trying to fix the fix...

[DarkForte]

I checked my history and my last points awarded was jan. 29. guess I need to start checking from now on *sigh
Where do I check this?

[Kylstrem]

Where do I check this?

Open your store in DDO

Click on the My Account button in the upper-right

This should open a page that has a "Transaction History" button.

You can see every TP you gained and spent for the last 60 days.

[holfrar]

Just a note to say that my account was credited the 4 days (was due the 9th of this month but put forward to the 13th) and i got my 500tp this month.

So obviously it's working for some, so if you don't get either i would get in contact with them.

Did have a problem with not getting 25tp from my last favor award (got the mail, just no TP) not overly worried but will keep an eye on the next one.

[snook59]

Here it is Tuesday and I still have not gotten my VIP TPs. I've responded several times to customer service and opened new tickets which were immediately closed with no resolution or reason. I can't even get customer service to admit there is a problem much less get some feedback on if they are still working the problem.

As you can see I have had my account since 2009 and this is only the second time I've posted. I have a lot of patience and it takes a lot to tick me off but the total lack of communication on this issue has driven me to take the time to make a negative post.

All it would take is a response to let me know they are still working the problem and hope to have a fix soon. I've seen nothing since the "It's fixed" email. I don't even need a real eta, just reassurance it's being worked.

[Kylstrem]

Here it is Tuesday and I still have not gotten my VIP TPs. I've responded several times to customer service and opened new tickets which were immediately closed with no resolution or reason. I can't even get customer service to admit there is a problem much less get some feedback on if they are still working the problem.

As you can see I have had my account since 2009 and this is only the second time I've posted. I have a lot of patience and it takes a lot to tick me off but the total lack of communication on this issue has driven me to take the time to make a negative post.

All it would take is a response to let me know they are still working the problem and hope to have a fix soon. I've seen nothing since the "It's fixed" email. I don't even need a real eta, just reassurance it's being worked.

Did you open the tickets with in-game support or through the Account Support website?

I had to do it from the Account Support website. I did finally get my 500 TP credited yesterday via this method.

[Seager52]

I don't believe you

My account page shows 21 Feb 2015 as my next renewal date. It was showing this same date prior to this weekend. In fact it has been showing this date since end of february.

The really curious part is why is is showing 2015 for my 1 year sub? Is it a date display error and I didn't get 4 days, or did someone erroneously give me 1 year extra so you decided not to give me another 4 days? :)

That has nothing to do with turbine unfortunately. You see that is my birthday and since I am the center of the universe anything that is supposed to happen on that day will continue to do so until the end of time. I am sorry for the inconvenience ;)

[cdbd3rd]

As of 11:59PM Sunday March 10th, all players who qualified for the extended VIP ...

Wouldn't need an extension if twas really a Very Impressive....

:eek:


Er, nvm. :o

[Emizand]

Still havent recieved my 500 TP for Feb. Any news on this?

[Zipwire]

As of this posting I have still not recieved my 500 tp that were due to me on March 1.
Neither did I recieve the 4 day extension that we are supposed to get.
Not only that but my billing date was backed up 2 days, so it seems I am out 6 days on the subscription adding in the extension, very nice indeed.

I submitted separate tickets for each problem on the support website and recieved automated replies for both saying it takes 5-7 days for a response. Even though all this was supposed to be resolved as of Sunday 3/10.

Hooray Customer Service!!

[snook59]

I submitted tickets ingame and with the customer support website. They sent a couple of auto emails but have since even stpped that. I have called customer support several times and was immediately placed on hold. I waited twice for thirty minutes before disconnecting and I am cuurently on hold with them for a third time.

This is really frustrating!

[Kaish]

Still no VIP points, no responses from the Support ticket.

This is getting ridiculous

[Zipwire]

Recieved an email from Customer Service and 500 TP were manually added to my account today.
Thank you.

Still no word on the ticket submitted about the change to my billing date and not recieving the 4 day extension.

[snook59]

They are going to have a sale on TP's when they can't even give us the ones they owe us. That is the ultimate slap in the face!!!!!!

[Drakesan]

They are going to have a sale on TP's when they can't even give us the ones they owe us. That is the ultimate slap in the face!!!!!!

Um..... I sure hope they don't take that outlook on waiting to give a sale on TP's..... I am waiting for the next one to load up.

I am VIP, and I sent a ticket in via the website, got the automated reply, replied to it without changing the subject line, and it was fixed the next day with a manual credit to my account. Don't give up hope, send in a website ticket.

On another note, I re-upped my annual sub on 29 Jan, and my renewal date is 28 Jan..... I know they are busy with fixing issues, so I will wait a while to submit another request to not add another one to the list.

[Fedora]

Want to hear something weird?

I got my 250TP for the downtime way back in February when they first said they would give them.



Want to hear something even more weird?

I got my February VIP points on the 4th of February, then got my March VIP points on the 5th of FEBRUARY.



Weirdest thing though...

When I called account support a few minutes ago to ask about the double VIP points in February, I was only on hold for about 4-5 minutes, then a friendly guy named Mike got on the line, answered all my questions and explained everything to me, and so in less than 12 minutes (total including the 4-5 minute hold time) I was done.

Not too bad. I guess I am one of the lucky ones (this time).

[CarpeNoctu]

Wouldn't need an extension if twas really a Very Impressive....

:eek:


Er, nvm. :o

The extension was to counteract the ED...

[snook59]

There is no excuse for poor customer service under any circumstance.

Several posters attempted to imply that not getting my VIP TP's was due to something I was not doing. That was not the case, it was due to poor customer support. I submitted several tickets through the website and attempted to call them on several occasions.

This was their mistake and they should have been jumping through hoops to correct it, not me.

I did call again this morning and someone finally answered the phone. Total transaction time was about 15 minutes and I had my missing points.

Had this been all I had to do to correct it, it would have been fine. But it wasn't. I spent hours trying to correct this issue. This was an epic fail on Customer Service.

There is no excuse for poor customer service under any circumstance.

[btn2009]

After reading this thread yesterday, I followed the earlier link to file a ticket. I immediately responded to the automated reply stating clearly that my feb points were 29 days late, not the 48 hours they suggested I wait.

I am pleased to report that I was mailed while at work stating points had been added manually, I checked and they are there ... along with another 500 (1000 total). As my march ones are due any day now, that may be to cover that.

Anyway, 24 hours and it was resolved. Good luck to all you guys still having issues