Poor customer service, bad business

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Elynole wrote:

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EvilParfait wrote:

Lol! I just noticed that he edited his first post to quote the scant few people who are sympathetic with his cause but hasn't actually replied to anyone's actual points beyond saying, "IT'S A THING HERE IN CANADA."

Canada also gave us Justin Bieber.

/thread

There is nothing else to say really.

Is this thread supposed to be on the diablo 3 forums? Seems like a better fit over there.

I'm with GGG on this. It was a risk either way on which way to go (spend now or spend later). I spent 1/2 of my coins before the open beta to cut the risk in half not knowing what it would be like on the other side.

Sadly not every company is as kind as Riot Games.

Not to sound mean, but OP you gotta understand what your trying to do violates their terms. This is the same thing as making a purchase for a cellphone when they first come out for 500 bucks, then a year later complain and get upset when that same phone sells for 100 bucks. Time here is irrelevant, a year, a week, a month even a day. You didn't make the purchase during the time of the sale, offer, promotion or whatever. It's not the companies fault? With your logic, that would mean all companies who ever offer specials and deals will need to reimburse previous customers who made purchases at higher prices... While I as the consumer would LOVE it, unfortunately that's not how the world works.

And, the reason you didn't get a custom letter with tons of butt kissing and ego stroking is because one your request is pretty much outright dumb (I really don't mean that as a slander towards you personally, but the request is really not a legitimate request) and you made it on their biggest and busiest day in game yet! What did you expect here? Do you have any idea how many support requests they probably got yesterday, not to mention the fact that we are talking about a relatively small company with limited resources.

In all honesty, if you put that much money into the game then it's pretty obvious you like the game, and if you are willing to quit the game over something that is really only your problem by your own fault, and to top if off write this remark on the forums and try to portray this company as a poor company and literally slander them on their own forums, then your very childish and you really don't understand the way the world works.

In reality the developers of POE are truly amazing, very transparent and offer so much for the end user such as you and I that if you don't see it and think because they won't refund you $4 dollars for your own mistake that it completely negates all of the truly amazing things they have done for us, then you my friend are a fool.

Pure, I realize things in Canada may be different, but this is NOT a Canadian company. Your thread title is completely out of line.

The white knighting for GGG is ridiculous. Here is how things work in a free to play game: Some people spend a little, a few people spend a lot, and the majority doesn't spend anything at all. The OP has already spent far more than the majority of the users in this game ever will, and they did it in good faith, to support GGG in their endeavor.

I think there are a couple of issues here.

The first one here is the handling of microtransaction points with the roll over to open beta. What would have made the most sense, and saved a lot of head aches, would have been to simply wipe the slate clean with the shop purchases and refunded all the credit. Give the early supporters the option to spend their points on the full variety of purchases available in the shop. I don't see a downside here. If somebody was generous enough to spend more than 10 dollars on a beta key, on a game that was otherwise entirely free, they'll likely continue to spend money on the game and support your efforts. It behooves GGG to keep these people happy, and here is an easy way to do it. The negative response on this pricing should have been foreseen. They were able to look far enough ahead to give discount pricing on the custom tab upgrades, so they should have also seen this coming.

Here is the second, and IMHO the bigger, issue. The rational they gave in the response is that customers were trying to use refunds as a "try before you buy" mechanism. I received this same response to a request for a refund on an item (weapon effect) I accidentally purchased yesterday afternoon. I have no doubt that people will try to use this tactic, and I can see how that would be very costly to GGG - just simply having somebody tied up responding to all those requests. Here is the thing, I made this accidental purchase and subsequent support request before the game even went live yesterday.

So, either they are saying that I'm a liar and buying effects to test them out with the intention of getting a refund, or that supporters were buying stash tabs to "test them out" and then trying to get a refund on them before the game went OB. I can tell you the first is categorically not true, seeing as both the purchase and the request came before the servers were even up for me to do this, and the second is completely laughable. Which leaves us with GGG being disingenuous at best, and frankly bordering on dishonest.

Look, I don't think anybody here really expects GGG to constantly price match microtransactions, even if it's a relatively common practice elsewhere, both in B&M retail and online shopping. Prices can and will change. Maybe calling it bad business or poor customer service is a bit dramatic, but still, I can understand why some people feel they got the raw end of a deal here. I screwed up and clicked on something I shouldn't have - my mistake. I can live with that.

Inventing a situation and using it to blow off concerns from your paying customers IS bad business and/or customer service. You self appointed business gurus ought to know that it is frequently more expensive to get customers to patronage your business in the first place than it is to make a simple gesture to keep them happy. And considering that the OP has already spent at least 250 dollars on a game that is completely free to pay - sounds like you have a pretty good customer in front of you.

As far as i know in League of Legends if things go on sale within 3 (or 7) days after you bought it u get automatically reffund and information about it on your e-mail.
So things like this exists and i think it's good that OP made post like this. But I wouldn't call this a 'poor customer service', maybe it's 'bad business' in some way, i can't really tell. Also this 'I quit!' thing is definitelly overreacting. Game is fine, so maybe try to enjoy it without microtransactions if you think it's unfair.

But definitelly asking for refund in case like this is a reasonable thing.

Cheers!

Additionally, on the subject of people buying things to trial them, and then trying to get a refund, this also should have been foreseen (apparently it was if GGG already had a canned respond blaming this issue ready to go).

GGG likes to highlight that they raised over 2 million dollars during closed beta, and were able to use this money to further polish act 3. That is awesome, and I'm glad they were able to put the money to good use. But perhaps some of that funding should have gone to develop a simple trial and/or refund system (with say a 15 minute window) to handle this issue accordingly. At the end of the day, the cash shop is the heart of the business here, resources should have been put towards making it a little easier to use and preempting such customer concerns.

I don't know how much such a system would have cost to implement, but I would suspect it wouldn't have cost much and probably would have saved money compared having somebody manually respond to all these requests.

You spent $250 an an incomplete game, devs are laughing all the way to the bank.

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Elynole wrote:

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EvilParfait wrote:

Lol! I just noticed that he edited his first post to quote the scant few people who are sympathetic with his cause but hasn't actually replied to anyone's actual points beyond saying, "IT'S A THING HERE IN CANADA."

Canada also gave us Justin Bieber.

Actually Usher gave you Bieber...


And you can keep him, we don't want him back. lol