How long should I wait?

[Guybrush1]

Have asked for a refund from customer services for an expansion pack I bought on Sunday (Bought the wrong Teir). 2 days and no response. Not sure if they may need to roll back my accouint so don't really want to play while I am waiting. Can anyone say how long I should expect before I get a response?

Thanks.

[Eantarus]

Have asked for a refund from customer services for an expansion pack I bought on Sunday (Bought the wrong Teir). 2 days and no response. Not sure if they may need to roll back my accouint so don't really want to play while I am waiting. Can anyone say how long I should expect before I get a response?

Thanks.

Since you did spend money your ticket might get a higher priority. About 4 months, if you are extremely lucky. 9-12 months is the usual turn-around time for tickets.

[Guybrush1]

I was afraid of that.

[rabidfox]

Out of general curiosity, which tier of which expansion did you buy and what was it you wanted to buy?

[Guybrush1]

I bought Isle of dread at the top teir as I thought I could gift the Ottos Boxes/XP stones to a friend (they only have low-mid level toons and I was hoping to persuade them to join me at cap). I now know that these boxs don't work the way normal ones do but I missed that in the small print when I bought it. I was hoping I could get a refund then could decide if I want the lower teir pack or even to wait until it's available for Store Points. I know it's kind of my fault for making the mistake so I half expect customer services to tell me to get lost...but it would be nice to get a response either way.

[Eantarus]

I bought Isle of dread at the top teir as I thought I could gift the Ottos Boxes/XP stones to a friend (they only have low-mid level toons and I was hoping to persuade them to join me at cap). I now know that these boxs don't work the way normal ones do but I missed that in the small print when I bought it. I was hoping I could get a refund then could decide if I want the lower teir pack or even to wait until it's available for Store Points. I know it's kind of my fault for making the mistake so I half expect customer services to tell me to get lost...but it would be nice to get a response either way.

Unfortunately if you already claimed the boxes you are highly unlikely to get a refund. Its a bit like trying to return an apple you took a bite out of. Doesn't matter if you bought the wrong apple by mistake.

[Guybrush1]

Yeh. I just figured maybe they could roll back my account. Thought it was worth asking. I was hoping for some response, yes or no (probably a no), so at least I could decide what to do next.

[Eantarus]

Yeh. I just figured maybe they could roll back my account. Thought it was worth asking. I was hoping for some response, yes or no (probably a no), so at least I could decide what to do next.

Eat the cost, eat the stones, and go help your friends level.

[Guybrush1]

good advice. Thanks.

[Smurgels]

good advice. Thanks.

just do a charge back it's about the only way to get customer service to "Work" i rate SSG's customer service a flat F

[rabidfox]

just do a charge back it's about the only way to get customer service to "Work" i rate SSG's customer service a flat F

A charge back will likely result in their account getting locked; so while it might get the cash back, it's probably not the solution they want.

[captain1z]

It takes a while.

Ive had a few issues over time:

- Ranger leveled and wasn't being granted feats (took 6 months)
- got locked out of account. Made a knew one just so I could contact them. (Took about a week to get back in and for them to apply all my various account perks)
- Missing items and stuff (about a week)

I think its safe to assume small issues involving money or items takes about 5 business days and things requiring a developer to investigate may take weeks to months.

2 days would be extremely fast.

If "you" made an error, I'm sure they'll address it but give them 1-2 weeks.
Its not a simple matter to reverse charges. It has to hit the right persons desk.

[banjo174]

Its hilarious how we the players just accept this kind of behavior from a company, and continue to support the company day after day.

[SiliconScout]

Its hilarious how we the players just accept this kind of behavior from a company, and continue to support the company day after day.

I have lived Premium and stopped spending money around HC2 for exactly this reason.

Hell I had owned everything and went VIP to support them because I had thought that the HC and some of the changes made around then were on the right track. But that was short lived and about 18 months later it was constant nerf-nerf-nerf sell new OP McGuffin and then nerf-nerf-nerf. Not that the cycle wasn't there before but it used to be measured over 5 years not 12-18 months.

Decided then and there, lapsed VIP and haven't bought a single point. Not going to either.

Could I be enticed to drop the $1,000 - $1,500 my family used to spend a year on this game, I won't say no, but it would take a drastic change in the company to convince me that it was worth it. I am talking better thought out changes, more stable patches, a reduction in the PL grind so new and casual players might one day feel like they can catch up, actual customer support, a return of in game GM's and most importantly and end to the "bait-wait-and switch" mentality.

In essence they would have to make me want to play the game again, right now I probably "play" the forums as much as, if not more than, I play the game itself.

[copecetic]

accidentally bought monster manual 1, which i already had as free to premium, instead of monster manual 2 (the one i wanted)
received response and ddo point refund in 4 days

i used the support page rather than ingame ticketing if that helps?

[Captain_Wizbang]

Since you did spend money your ticket might get a higher priority. About 4 months, if you are extremely lucky. 9-12 months is the usual turn-around time for tickets.

this is totally incorrect. Forum admins might jump in with some help.
Check spam folder for email. (while you wait)
Most tickets of that nature get handled with-in a few days.