Where the hell is my refund? 1 month and still waiting

[rexehuk]

This is an absolute joke, I feel like ED is a bunch of cowboys just wanting my money, no aftercare at all.

 

My original post

 

Hello,

 

Requesting a refund on my purchase due to a change in the sales contract. Most notably the inclusion of A CONSTANT NET CONNECTION REQUIRED without the end users knowledge when purchasing.

 

Very disappointed with you as a company, on top of this posts on the forum are being repeatedly deleted to silence those who raise this issue, damaging your reputation.

 

Please refund all funds back to the debit card I used to make the payment, if I need to deactivate my software before hand please inform me.

 

Regards,

 

XXXX

Your reply

 

Greetings,

 

We will make a refund. But it is done by another administrator currently. It can take a day or even more until he gets to it. Please excuse us for this delay. We shall notify you after the refund is made.

A day or two??? It's been a month so far and still nothing. Brilliant communication as usual, just like the MP connection issue that made me want this refund.

 

Regards,

 

Unhappy customer.

[636_Castle]

Maybe you could try contacting them privately regarding your refund? I'd be unhappy if I was in your position too, but it's really no surprise your threads are deleted when they clearly step on forum rules.

[Panzertard]

Sorry, but the forums may not get ED's attention.

Please use the support-tickets to get in contact with ED:

Sticky: How to contact Support

[rexehuk]

Maybe you could try contacting them privately regarding your refund? I'd be unhappy if I was in your position too, but it's really no surprise your threads are deleted when they clearly step on forum rules.

 

This is the forum I've been told to post in... so doing nothing wrong. They clearly don't care about tickets, someone else posted here and got it dealt with asap.

 

I already HAVE A SUPPORT TICKET. Can you not see that from the first dam post? The ticket has been open a month with no follow up.

 

Please back out of the thread if you cannot read, and let an ED staff member take care of it.

Edited April 21, 2011 by rexehuk

[Panzertard]

This is the forum I've been told to post in... so doing nothing wrong. They clearly don't care about tickets, someone else posted here and got it dealt with asap.

 

I already HAVE A SUPPORT TICKET. Can you not see that from the first dam post? The ticket has been open a month with no follow up.

 

1. You need to use the ticket-system and request an update there.

2. You may express your disattisfaction, but if you continue to act rude I will remove your posts and stick a warning to you.

 

I'll give one of the admins a PM for you to see if they can check out why it's taking so long. But please take 20 mins to cool off.

[EtherealN]

As a minor note to avoid confusion: a constant net connection is only required for multiplayer. Singleplayer only requires a onetime activation.

[Panzertard]

rex, I've left them a message - keep in mind, they may be on easter holidays now. If thats the case, we wont see any response until next week.

[636_Castle]

Please back out of the thread if you cannot read, and let an ED staff member take care of it.

 

Can you not read rule 1.2 and 1.3 of the forums? This is a community, not a support system, and it's your privilege to post here. You're being helped by ED testers right now (who, I *think* are volunteers). Seriously, chill.

Edited April 21, 2011 by 636_Castle

[rexehuk]

You want to know why I'm so angry? Because ED don't seem to care at all about consumer laws. In the UK refunds MUST be given within 30 days, this envelope is fast approaching, so yes the matter is quite serious from a legal standpoint.

 

Might be different in the US Castle, but consumer laws in the UK are taken pretty seriously. I would like to get this matter resolved ASAP, as I've mentioned I've HAD a ticket and this ticket has been ignored, I've done everything right on my end, so don't try turn this on it's head.

 

Panzer, thank you for contacting the team, appreciate your help.

[const]

This is an absolute joke, I feel like ED is a bunch of cowboys just wanting my money, no aftercare at all.

 

My original post

 

Your reply

 

A day or two??? It's been a month so far and still nothing. Brilliant communication as usual, just like the MP connection issue that made me want this refund.

 

Regards,

 

Unhappy customer.

 

Support informed. Your request is found, it was answered on March 30, if you have not received it, it will be sent again.

[rexehuk]

Support informed. Your request is found, it was answered on March 30, if you have not received it, it will be sent again.

 

Greetings,

 

We will make a refund. But it is done by another administrator currently. It can take a day or even more until he gets to it. Please excuse us for this delay. We shall notify you after the refund is made.

Answered on 30th... Yup... But nothing back as of then. Do you not think that is incredibly unprofessional? I was fine that no one was around to do it at that point in time, but the least I would expect is for some sort of follow up a few days later.

 

As previously mentioned, after the refund time has expired, I will be getting trading standards and other bodies involved in your practices such as changing sales contracts after purchase.

 

You're selling to the UK, so you are susceptible to UK law, all I want is my refund and I shall be off.

Edited April 21, 2011 by rexehuk

[159th_Viper]

....all I want is my refund and I shall be off.

 

And in the interim you are still a guest at these Forums and as such you will abide by the rules as stipulated here:

 

http://forums.eagle.ru/rules.php#en

 

Your conduct in this thread thus far has been less than satisfactory. I can understand your frustration, but at the very least accord yourself some respect and conduct yourself in a mature and courteous manner whilst awaiting the resolution of your support ticket.

 

On the other hand, if this is your attempt at a 'last hurrah - I'll go out in a blaze of glory, defamatory accusations and childish rants', think again - I'd hate to suspend your posting privileges prematurely: Carry on acting like a Brat and that's exactly what will happen.

 

We're all Adults here - conduct yourself accordingly, please.

 

Ta

[rexehuk]

And in the interim you are still a guest at these Forums and as such you will abide by the rules as stipulated here:

 

http://forums.eagle.ru/rules.php#en

 

Your conduct in this thread thus far has been less than satisfactory. I can understand your frustration, but at the very least accord yourself some respect and conduct yourself in a mature and courteous manner whilst awaiting the resolution of your support ticket.

 

On the other hand, if this is your attempt at a 'last hurrah - I'll go out in a blaze of glory, defamatory accusations and childish rants', think again - I'd hate to suspend your posting privileges prematurely: Carry on acting like a Brat and that's exactly what will happen.

 

We're all Adults here - conduct yourself accordingly, please.

 

Ta

 

Hello Viper, I was wondering when you'd post here with the usual lines.

 

If you haven't noticed, the last post was fairly clear, calm and professional. I meerly stated that ED could be inbreach of LAWS (those things outside of your forum world), which actually matter to people. I wanted to get this issue resolved with no air of legal action being thought about or pursued, perhaps you don't understand the seriousness of the situation.

 

As of now, Tez has replied on the ticket, and the game has subsequently been deactivated and I await a full refund. Now... I was going to ask you to deactivate my account on the forums because I didn't wish to frequent it anymore, but I believe there is good reason not to.

 

I have my suspicions that you will implement the same online feature into DCS blackshark via a patch, and suspending/banning me from the forum would block me from a game I rightfully purchased... (again another "legal rule").

 

I intend to vanish once the refund has been completed, the public don't have much say here anyway, but I wish to have my forum account kept incase you decide to ruin blackshark too.

 

We'll leave it at that. Thank you to all the moderators and testers who helped out to get this resolved, without being rude / disrespectful and downplaying the issues at hand, unfortunately one had to ruin the trend.

 

I'd hate to suspend your posting privileges prematurely: Carry on acting like a Brat and that's exactly what will happen.

Threatening customers is very professional by the way Edited April 21, 2011 by rexehuk

[159th_Viper]

, but I wish to have my forum account kept incase you decide to ruin blackshark too.

 

That there is up to you ;)

 

As I said - conduct yourself in accordance with the rules (link provided) and your posting privileges will remain intact.

 

 

 

Threatening customers is very professional by the way

 

That's no threat: It's Fact ;)

[EtherealN]

Rexehuk, check yourself very closely. You are stating falsehoods.

 

First of all: as you can see, if you replied on the 30th, apparently it did not get through. The internet isn't magic, just like the post office, things can malfunction and fail to be delivered. If this is what happened, the fault lies with anyone between your ISP, their infrastructure provider, the backbone provider, ED's ISP, that ISP's infrastructure provider and/or that backbone provider. These things happen, and they're nothing to go flameboyant about. As I hope you understand, ED staff cannot act on a message that it has not received, just like you cannot act on a message you have not received.

 

Finally, suspending posting priviliges on the forum does NOT have any affect on use of any game. Where you got that idea I do not know, but it is patently false. Equally, your speculations about DCS BS are of limited interest and not legally interesting either. If you want to know why I invite you to PM me for a calm discussion. Any more of this inflammatory stuff will cause Rule 1.10 to come into effect. Consider yourself doubly warned - which is generously lax and a courtesy granted due to our understanding for your frustration. But such courtesies can only be extended so far. Please keep this in mind.

 

As for "threatening customers", all he has done is advice you that you should abide by the rules that govern this forum. This applies to everyone. If you cannot, then you should take a break and chill out before posting.

 

Thankyou very much.

[rexehuk]

Rexehuk, check yourself very closely. You are stating falsehoods.

 

First of all: as you can see, if you replied on the 30th, apparently it did not get through. The internet isn't magic, just like the post office, things can malfunction and fail to be delivered. If this is what happened, the fault lies with anyone between your ISP, their infrastructure provider, the backbone provider, ED's ISP, that ISP's infrastructure provider and/or that backbone provider. These things happen, and they're nothing to go flameboyant about. As I hope you understand, ED staff cannot act on a message that it has not received, just like you cannot act on a message you have not received.

 

 

Thank you for your reply EtherealN.

 

Please note that the TICKET problem was not mine or related to any ISP issues as you state. I have a statement recorded from your staff stating that it was an internal problem caused by a member of staff, setting my ticket to internal instead of external... so please do not pin that blame on me, I don't see it as fair.

 

There seems to be some confusion that > I < replied to the ticket and got nothing back and my message did not get through, instead it was YOUR staff who posted the message and commited a fault, not me, and as such I'd like an apology to that fact. You can confirm this with your staff if need be (Alexander Sobol).

 

I quote:

 

Please excuse me, I've sent a message right after my last one, but by a mistake I set it as an internal comment for our employers.

All I'd like to know is HOW is this my problem as you make out? And what is being done for the future to ensure other customers do not have the same issue?

 

I hope this post is considered calm, I'm honestly just trying to get answers.

Edited April 21, 2011 by rexehuk

[EtherealN]

Please note that the TICKET problem was not mine or related to any ISP issues as you state. I have a statement recorded from your staff stating that it was an internal problem caused by a member of staff, setting my ticket to internal instead of external... so please do not pin that blame on me, I don't see it as fair.

 

My apologies, I understood it as having been an e-mail conversation. My mistake.

 

I hope this post is considered calm, I'm honestly just trying to get answers.

 

I also hope that you can realize that given that there was a technical issue, there was not (as you have alleged) a case of Eagle Dynamics ignoring you. Perhaps you can realize that the following remarks:

 

"ED is a bunch of cowboys just wanting my money, no aftercare at all."

"They clearly don't care about tickets"

"Because ED don't seem to care at all about consumer laws."

"and this ticket has been ignored"

 

...are incorrect and inflammatory. You have assumed malice without justification, thrown accusations about at people who work very hard, and also made several directly incorrect statements (the matter of "online requirement" and forum administrative action affecting your ability to play DCS:BS).

 

THAT is why you are being told to chill and please consider your manner of posting. As I have said, we understand that you are frustrated and what occured is deplorable, but assuming malice in that fasion and stating things that are blatantly wrong is not OK.

 

Now, with your case handled, is there anything to add?

[rexehuk]

several directly incorrect statements (the matter of "online requirement" and forum administrative action affecting your ability to play DCS:BS).

 

I think you need to re-read the comment I made, I was talking about FUTURE implementation of the DCS A10 multiplayer system into BLACKSHARK which uses the forum logins no? That is what I was worried about in regards to forum access and future ability to patch DCS BS if the system came into play.

 

Other than that, I'd say we can leave it there. I would ask that this thread remains OPEN for now until the matter is properly resolved (still no refund confirmation).

[EtherealN]

I was talking about FUTURE implementation of the DCS A10 multiplayer system into BLACKSHARK which uses the forum logins no?

 

No.

 

You register an account with the Master Server directly, through the game itself, and associate your license key to that account. This account is separate from the forum in every way. There is no connection to the forum in any shape, sense or form. The only link I can think of is that some people will register the same username as they have on the forum, but this is no different to you registering the same username on MSN or New York Times. Similarly, your displayed player name is also unrelated and can be changed at any time.

Edited April 21, 2011 by EtherealN

[rexehuk]

No.

 

Then I apologise. What does it tie to then? Your shop login details?

[EtherealN]

I edited the post with a clarification. Further, I'll add this:

 

(still no refund confirmation).

 

Please remember that depending on mode of purchase, card carrier, and bank, this may require several bank days before it registers. (With the UK heading into Easter, this might delay it on your end, I don't know what standard practice in the UK is for this. Russia has Easter later so should not be affected.)

[rexehuk]

Please remember that depending on mode of purchase, card carrier, and bank, this may require several bank days before it registers. (With the UK heading into Easter, this might delay it on your end, I don't know what standard practice in the UK is for this. Russia has Easter later so should not be affected.)

 

I meant in the support ticket. I had posted that deactivation was done etc, just waiting for a follow up "Payment refunded, please wait 3-5 business days for the money to appear in your account" message. I am willing to wait a few days for that message as he is probably dealing with someone else.

[EtherealN]

Yes, if after 5 bank days you have not received your refund, please feel free to PM me and I can ask them to double-check it.