What's up with the store

[Bardy]

Some of you in this thread are disgusting. The guy gave the company his money and didn't receive what he paid for, and you're all up in here white knighting SSG.

I think most people are doing the opposite of "white knighting" by warning OP they may get banned. What I'm reading between the lines is "careful cuz SSG may bring the hammer down unfairly on you if you escalate things too fast".

I'm not sure what my timeframe would be for contesting a failed transaction (maybe when the transaction shows completed on my card), but obviously this is bad timing for this with the Otto's and double bonus points both currently in effect.

 

[DaggomaticDwarf]

Problem with that is that their terms of service allow them to do whatever they want to you without regards to your legal rights in most other situations.

This includes doing things more punitively to you than other people for reasons such as they simply decided they dont like you, and they might not like you for simply pointing out truths that they dont want talked about in a public forum.

Basically be careful as your documentation does not hold any value once you have broken the rule of cancelling a payment.

You may be right in most cases, however if this falls under fraudulent activity, though I do not believe this is the case, the FTC and the FBI's IC3 would walk all over the ToS.

I just wish SSG, in light of the type of bug that may affect them on the financial level, would at the very least, respond to my concerns.

Dagg, the not so patient.

 

[Smelt]

It is unlikely this would be seen as a fraudulent act, as fraud is a deliberate action and therefore the authorities would have to be satisfied that SSG diliberately set out to defraud you out of the hundreds, or thousands, of customers that have purchased points since the double points went in sale. This makes no sense. They will see it for what it is, a system glytch and treat it as such. Which would mean if they were based anywhere apart from USA they would probably be fined and repremanded for not treating their customer correctly, but as they are basrd in the USA they'll probably get a pat on the back and told to keep up the good work because consumers and workers don't deserve rights.

 

[TrappedSoulstone]

Dagg, the not so patient

Unfortunately, CS is slow. Dont think you can call it fraud - just very poor service and CS. You have to give SSG time to respond (prob after weekend). While you can request charge back right away - as other mentioned, this can lead to account ban (suspension), until details are figured out (very slow as you can see), locking you out of game. I do not remember any cases SSG charged someone and gave nothing in the end - all store related issues were resolved.

 

[daft]

If anyone was wondering, 25+ hours later and still silence from SSG.

Well we're into Saturday when this comment was posted, and I'm pretty sure they don't have anyone working support tickets over the weekend.

 

[Bracelet]

Your best course of action is to wait. CS should start working through the queue Monday. They took about 4 business days to refund points on a failed transaction for me a while back. There was no back and forth. They just took care of it when they got to it. It could be better, but a chargeback could make things a lot worse.

 

[Blaster]

Just out of curiosity I purchased some points and it all completed in a matter of seconds. In fact while I was being redirected to the successful transaction page in the store I got the transaction email. Granted I didn’t try to use the store during peak hours, so I didn’t have any lag issues, so that could be part of it. (I did this at around 1PM Eastern US time on Saturday.)

Something I always do before and after bigger transactions in the store is to go to my transaction history and take screenshots to ensure everything is documented in case there’s an issue. (If it involves buying points I also calculate what my points will be to make sure it all adds up correctly.) I also save the confirmation emails for any transactions involving money as well. Just something to keep in mind for next time.

I hope your situation gets resolved to your satisfaction.

 

[DaggomaticDwarf]

@Blaster The transaction occured at 7:20 AM Friday morning. I thought maybe it could have been a lag spike issue but after the purchase, I was moving around fine.

As soon as I realized I did not receive my points, I checked the transaction history. It did not reflect the purchase. I did receive the email confirmation and my bank account shows a purchase for the amount had occured.

I plan on waiting until EOD Monday. After that, I will go into my bank for guidance. If they ask to file a fraud complaint on my behalf, I will agree.

 

[Kitte]

@Blaster The transaction occured at 7:20 AM Friday morning. I thought maybe it could have been a lag spike issue but after the purchase, I was moving around fine.

As soon as I realized I did not receive my points, I checked the transaction history. It did not reflect the purchase. I did receive the email confirmation and my bank account shows a purchase for the amount had occured.

I plan on waiting until EOD Monday. After that, I will go into my bank for guidance. If they ask to file a fraud complaint on my behalf, I will agree.

It doesn't need to be fraud for you to dispute a transaction. In this case, you purchased something and didn't receive it. I have no idea if SSG has the tools to actually check and realize that you didn't get delivery, or if they will just retaliate against your dispute by banning you. If they do the latter, you probably have an easily winnable small claims case, which they likely won't even send someone to contest.

But, as others were so quick to point out, your account will be gone. After 26 years of dealing with different iterations of this company, I would not hold my breath hoping for them to do the right thing.

 

[Kitte]

For those who have been saying there are no consumer protections in the US ... that's not true. There are banking regulations and several very big laws which protect consumers. In this kind of a situation, there is a regulation which allows a customer to dispute a charge if they do not receive what they paid for. That regulation also makes it illegal for the company to retaliate against the customer for taking that action.

Now ... whether OP wants to deal with the hassle if they decided to ban him and his only recourse then would be to take legal action. That's up to him. But it's a pretty open and shut case that SSG would be in violation of that regulation if they retaliated. Getting that matter to court and holding them accountable would probably cost considerably more than the purchase in question though. Which is largely how companies avoid accountability. Until the feds come auditing and find the violation, in which case the fine pretty considerable.

I would also tell the OP to just wait for support, but who knows how long that might be at this point. I'd guess support is backed up for weeks, if not months. And there's a limited time window in which to dispute a charge when the product isn't delivered.

 

[The Narc2]

For those who have been saying there are no consumer protections in the US ... that's not true. There are banking regulations and several very big laws which protect consumers. In this kind of a situation, there is a regulation which allows a customer to dispute a charge if they do not receive what they paid for. That regulation also makes it illegal for the company to retaliate against the customer for taking that action.

Now ... whether OP wants to deal with the hassle if they decided to ban him and his only recourse then would be to take legal action. That's up to him. But it's a pretty open and shut case that SSG would be in violation of that regulation if they retaliated. Getting that matter to court and holding them accountable would probably cost considerably more than the purchase in question though. Which is largely how companies avoid accountability. Until the feds come auditing and find the violation, in which case the fine pretty considerable.

I would also tell the OP to just wait for support, but who knows how long that might be at this point. I'd guess support is backed up for weeks, if not months. And there's a limited time window in which to dispute a charge when the product isn't delivered.

Are you a lawyer trying to make a buck??

 

[Kitte]

Are you a lawyer trying to make a buck??

Nope. I work in banking and deal with compliance and regulatory issues.

 

[Vua]

For those who have been saying there are no consumer protections in the US ... that's not true. There are banking regulations and several very big laws which protect consumers. In this kind of a situation, there is a regulation which allows a customer to dispute a charge if they do not receive what they paid for. That regulation also makes it illegal for the company to retaliate against the customer for taking that action.

Now ... whether OP wants to deal with the hassle if they decided to ban him and his only recourse then would be to take legal action. That's up to him. But it's a pretty open and shut case that SSG would be in violation of that regulation if they retaliated. Getting that matter to court and holding them accountable would probably cost considerably more than the purchase in question though. Which is largely how companies avoid accountability. Until the feds come auditing and find the violation, in which case the fine pretty considerable.

I would also tell the OP to just wait for support, but who knows how long that might be at this point. I'd guess support is backed up for weeks, if not months. And there's a limited time window in which to dispute a charge when the product isn't delivered.

Disputing the charge is what they should do. SSG likely would 't ban you for that. A chargeback is not the same thing. You are forcibly taking back that money, not disputing the charge, and they will be fined on top of it. They can absolutely refuse to do business with you after this.

 

[Ogridium]

Tagging on, a friend and I are both affected by this issue. There's another post in the bug reports section of the forums too. This is more than a single-instance--something's fundamentally broken and needs escalation.

 

[DaggomaticDwarf]

Tagging on, a friend and I are both affected by this issue. There's another post in the bug reports section of the forums too. This is more than a single-instance--something's fundamentally broken and needs escalation.

If this was just happening to me, then I'm ok waiting a little bit here in my post. But if this happened more than once, it should be front page news. The store should be brought down, again until this is sorted.

 

[Ogridium]

Yeah, no response on ticket, and no response yet from Cordo on discord. Not taking the store down will lead to more payment disputes and tickets.

 

[Ogridium]

Cordo got my details (thanks!) and is working on resolution.

 

[Cmecu]

To each their own, but why do you all continue to reward a company with money who has the worst server experience?

I get it, we are all Dungeons and Dragons fanatics..
There is no other game that has the TR feature and able to customize your characters..
But man, why do people give these guys money? Things are not getting done that need to be done, or they keep saying they will fix it, but it never gets fixed.

 

[daft]

You're being very pessimistic. They're working on it, and honestly them working hard at it should be worth rewarding. If you've never worked in IT, you might not understand how grueling these kinds of unexpected issues can be.

 

[Cmecu]

You're being very pessimistic. They're working on it, and honestly them working hard at it should be worth rewarding. If you've never worked in IT, you might not understand how grueling these kinds of unexpected issues can be.

The opposite of pessimistic is being optimistic. The game has been lagy since 2006 when it was first created. I mean having almost 20 years of lag doesnt leave much room for optimism, so the only thing any of us can be is pessimistic.

Its like certain stocks on the stock market.. Those of us know the scam stocks, they dilute the shares and then reverse split, then put of fluffy PR acting like they are making some innovative new car or partnered with other companies, or have deals.. You get to know the company and see through them.
I hate being critical about the game and the people who code it, and its probably not their fault. Their hands are tied. It literally would take an entire overhaul of the gaming code to make the game better and optimized.
They have blamed the lag on everything, and if people think just because we went to 64 bit servers the lag is going to go away, then they are about to get a rude awakening.
As for working in the IT field, I spent 6 years in a university getting my BS in computer science.
What needs to be done to the game, they cant afford to do. And im sure their hands are tied from the higher ups, owners, that wont allow money to be spent.
What would be awesome and ideal would be the game being remade on a new gaming engine. But once again, tons of money and licenses.
I feel sorry for them because they take our heat, but its warranted heat because people pay for this game to play and this is what they get? I personally dont pay anything anymore, and nor will I until the game is playable. My biggest beef was banking issues, but they are slowly working on bank space and that is something I can applaud them for.