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Thread Statistics | Show CCP posts - 4 post(s) |
Testy Mctest
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Posted - 2006.08.04 13:44:00 -
[1]
Edited by: Testy Mctest on 04/08/2006 13:44:00
Someone seriously needs to do something about contact with customers, and needs to do it now.
I've not had a reply from the store in 3 weeks of emailing, petitioning, etc. I've been shipped (allegedly) the cards that I didnt want despite asking for the order to be cancelled for 3 weeks. I've been charged on my credit card. I've now paid for a product I dont have, which according to DHL tracking hasn't yet left Iceland (when I've paid for express shipping, meaning it should be here today). And according to the rest of the forum, other people are having issues too.
The customer support is really letting the ccg down. In fact, it's really letting CCP down. Someone needs to get it sorted out urgently.
Given 3 weeks of email with not a single response, I'm going to be registering a dispute with my credit card company tomorrow. I'll also be lodging a complaint with the trading standards office here in the UK. This really wasn't how I wanted my relationship with the Eve CCG to start :/
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Linerra Tedora
Avarice Industries
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Posted - 2006.08.04 13:53:00 -
[2]
yeah.. when real life cash is involved, expediency is a premium trade.
Other people are paying for orders they did not want, and customer service is not responding. That is a very bad thing.
I can understand a low response time on gm's when the issue isn't urgent.. but real life cash orders and billings, are a super urgent issue.
So please, do something about it. Make your customers happy. Pretty please.
-- Have you ever awoken, finding you made hot love to a badger last night??? -- |
Ishana
Minmatar Millennium E.R.A
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Posted - 2006.08.04 14:06:00 -
[3]
/Signed
I have some big issues here and I really need some support/service. I will be registering a payment dispute with my creditcard company soon aswell.
Get this stuff sorted asap plz.
not my idea of a good start... _________________________________________________________
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Kiera Alise
Gallente
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Posted - 2006.08.04 14:09:00 -
[4]
Edited by: Kiera Alise on 04/08/2006 14:09:23 /signed as well.
Not only am I ignored by devs when I ask them directly a question on forums (see my other posts about the CCG), but apparently this is no better.
This makes me very sad... ----------------------------------------- Will Work for a Cool Sig!
Hammerhead and The Obsession |
Testy Mctest
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Posted - 2006.08.04 14:10:00 -
[5]
Edited by: Testy Mctest on 04/08/2006 14:12:15 I think there may be a lot of payment disputes, complaints, and such coming CCP's way soon. You just can't lax like this when you're dealing with money, especially not-insignificant amounts.
Originally by: Kiera Alise
Not only am I ignored by devs when I ask them directly a question on forums (see my other posts about the CCG), but apparently this is no better.
That's fair, really. Devs cant answer everything. Customer services however, should answer everything relating to payments, extremely promptly. 24 hours is pushing it, anymore gives you fair grounds to start doing things like starting payment disputes.
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Neku
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Posted - 2006.08.04 14:22:00 -
[6]
Edited by: Neku on 04/08/2006 14:26:21 /signed
I've already stated in various posts my situation.
149,75 order that includes 1 core set, plus I threw in a shirt and a gallery cd + DHL shipping to recieve this order FAST.
Do the tracking, all fine arrives to Seville (Spain).. **** hits the fan...
I accept paying DHL Shipping + Customs ONLY if I recieve the correct service.. would I have known that normal shipping has/is already arrived/arriving to customers.. would I have clicked the DHL option? No Way. Obvious.
I have been on the phone with DHL, and last news is that I will recieve my parcel next Monday 7th August, having to payed DHL Shipping plus having to pay customs.
I am very tempted to reject the package, as I dont give out money just for giving.. as I say I have no problem paying whatever amount if this service where "complete".
BTW DHL here told me on phone that the problem was prolly fault of DHL origin or whoever I bought from.. of course they will do anything for an excuse.. I'm still not happy.
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Liisa
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Posted - 2006.08.04 16:12:00 -
[7]
Edited by: Liisa on 04/08/2006 16:12:01 I really hope they mark the packages correctly. I have no problems paying MWT (German VAT) if it is really applicable, but I want the package contents to be marked correctly. Calling a ccg "game time cards" would be inexcusable. We are not talking about a game here. This is business.
*edit* Have you tried emailing Kieron, Testy? ---------------------------------- I am free \o/ Sadly your sig is also slightly above the required limits of 400 x 120, total size not exceeding 24000 kbs - Cortes |
Testy Mctest
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Posted - 2006.08.04 16:18:00 -
[8]
Multiple times. He's passed the details on to the relevant people and advised me who to mail, etc.
Unfortunately, it hasn't been of any use. Being as Im home now and still no reply, Im going to give the bank a ring and start the procedures. It's all very disappointing :(
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Liisa
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Posted - 2006.08.04 16:25:00 -
[9]
As of 8 minutes ago my shipment is "departing origin".
If I am lucky I'll get it monday :( ---------------------------------- I am free \o/ Sadly your sig is also slightly above the required limits of 400 x 120, total size not exceeding 24000 kbs - Cortes |
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kieron
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Posted - 2006.08.04 16:26:00 -
[10]
We are aware of the issues surrounding contact with the EVE Store in regards to the Collectible Card Game pre-orders, the possibility that some orders were shipped incorrectly and and customs fees being tacked on to the orders. While we cannot do anything about the customs fees that some are being charged, we can do something about the other issues. The EVE Store Manager has been on vacation during the company vacation block I mentioned in this forum thread. Community interest in the CCG was higher than expected (almost 700 Pre-orders were submitted, over 125 in the last week) and shipped. As a result, Brokkur, Aevarsson and many more of the Dev Team have been assisting with order fulfillment, shipping, player contact and other tasks related to pre-order shipment. We realize these first few weeks after release are critical to the longevity of the CCG and want customers to be satisfied. In an effort to keep customer satisfaction high, we are going to do the following. If you received an order and the contents were incorrect, send me an e-mail with the order number, what you ordered and what arrived. At our expense, we will ship you the correct items. You get to keep the stuff we incorrectly shipped. Keep in mind that we do have records, previous e-mails and a checklist of what shipped that we will use to verify claims, so please don't try to pull the wool over our eyes for free stuff. :) Order reimbursement will not be immediate, especially with GenCon next week, but we will make it a high priority upon our return. We at CCP apologize for the issues and hope this will help set things right.
kieron Community Manager, EVE Online |
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Linerra Tedora
Avarice Industries
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Posted - 2006.08.04 16:29:00 -
[11]
thanks man.. that was good to hear from you guys.
-- Have you ever awoken, finding you made hot love to a badger last night??? -- |
Testy Mctest
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Posted - 2006.08.04 16:34:00 -
[12]
Kieron, I still need to speak to someone about the issue I've been having for the last 3 weeks. It really needs to be sorted out today, because it's gone on long enough. I have phoned the bank and filed a payment dispute and complaint, and I've also been in touch with the UK trading standards office. Neither of which I wanted to do, bearing in mind I hold CCP generally in very high regard. If you guys are fixing the issues, I want to be able to call trading standards and my credit card company back and cancel these things.
Naturally, I'd rather have cards and get to run my tournament, etc, then go through payment disputes and a complaints procedure :/
Is it possible to call CCP? I did call earlier today, but the lady who answered didn't speak very good English, and I got nowhere with that.
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Linerra Tedora
Avarice Industries
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Posted - 2006.08.04 16:39:00 -
[13]
and will you guys be taking back orders that get tacked with a high tax, because of the labelling on the box?
and will you guys do anything about changing the orders to normal mail, instead of paying highly for a service we didn't get?
-- Have you ever awoken, finding you made hot love to a badger last night??? -- |
Ishana
Minmatar Millennium E.R.A
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Posted - 2006.08.04 16:41:00 -
[14]
Thank you for the reply kieron.
I send you an e-mail about my incomplete order. Do realise though that if you do send people missing items, they might have to pay another VAT sum. I, for one, don't intend on paying twice.
Also does anyone know if the card games are exempt for VAT across europe or is it UK only? I can't find any refference on it in the Netherlands. _________________________________________________________
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Neku
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Posted - 2006.08.04 16:47:00 -
[15]
Edited by: Neku on 04/08/2006 16:53:04
Thnx for the reply.
That's great! Very appreciated by all, i'm sure. I'll wait and see. Maybe my order is faulty and all.
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Eshtir
Forum Moderator Interstellar Services Department
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Posted - 2006.08.04 17:13:00 -
[16]
For everyone who is wondering where his package is. Go to the "Order Tracking" page of the eve online store. Log in with your store details and choose the correct order. If it has "shipped" next to it and is going out with DHL parcel service. You will also see a DHL tracking number next to your order. (dhl #########)
Now go to the DHL website, choose your country and type in your tracking number, after a short moment you will know where your order is.
I hope this helps you all a bit.
forum rules | [email protected]
Yulai, we have a problem!
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Idara
Caldari Cutting Edge Incorporated RAZOR Alliance
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Posted - 2006.08.04 17:16:00 -
[17]
Just something else, the store REALLY needs to take a little more care packing this stuff, both booster card boxes are crushed and one is torn in one corner. Just a box or something rather than wrapping the card boxes themselves would save so much annoyance. Especially for orders going across the pond.
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Testy Mctest
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Posted - 2006.08.04 17:50:00 -
[18]
I've cancelled the disputes being as it seems that the packages are now being picked up. I hope.
Really though, I still need an answer to other questions I've been asking :S
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Elissen
Amarr Feral Tendency
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Posted - 2006.08.04 17:51:00 -
[19]
Originally by: Idara Just something else, the store REALLY needs to take a little more care packing this stuff, both booster card boxes are crushed and one is torn in one corner. Just a box or something rather than wrapping the card boxes themselves would save so much annoyance. Especially for orders going across the pond.
Totally agreed. My boxes were also crushed in the mail ---- ICSC Jumpplanner tool - Routeplanner for all jumpcapable ships! |
Anarlina
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Posted - 2006.08.04 18:17:00 -
[20]
Originally by: Eshtir For everyone who is wondering where his package is. Go to the "Order Tracking" page of the eve online store. Log in with your store details and choose the correct order. If it has "shipped" next to it and is going out with DHL parcel service. You will also see a DHL tracking number next to your order. (dhl #########)
Now go to the DHL website, choose your country and type in your tracking number, after a short moment you will know where your order is.
I hope this helps you all a bit.
So, who do we talk to if it was flagged as shipped, shipped international via DHL, and does not actually have the tracking number on the page?
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Storm Mage
Amarr Forgotten Souls
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Posted - 2006.08.04 22:03:00 -
[21]
Ok, I had the same issue, never recieved order confirmation mail or anything. I got my order in today but I still have store issues outstanding. Mainly the fact that I cannot get password reset emails for either of my 2 store accounts (been trying for almost a month now) and all 3 of my emails have gone unanswered on that subject. I doubt that I will be buying anything else from the EVE store in the future if this blatant lack of customer service keeps up.
Let the lightning be your warning and the thunder your battlecry! |
Malthros Zenobia
Caldari Independent Navy Reserve Kimotoro Directive
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Posted - 2006.08.05 05:11:00 -
[22]
Originally by: Kiera Alise Edited by: Kiera Alise on 04/08/2006 14:09:23 /signed as well.
Not only am I ignored by devs when I ask them directly a question on forums (see my other posts about the CCG), but apparently this is no better.
This makes me very sad...
While it'd be nice for devs to answer every single forum post to them, that isn't going to happen.
Not until Hippoking and Dark Shikari are devs anyways.
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Malthros Zenobia
Caldari Independent Navy Reserve Kimotoro Directive
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Posted - 2006.08.05 05:19:00 -
[23]
So uh... As of atleast this morning, my CCG stuff showed up as shipped, and its international mail.
Any idea if I'll get it before Gencon?
Also, why is it, that when I had a shirtshipped to me, the eve-store has my cellphone number, yet the idiots at DHL called my home number, which I don't EVER recall listing.
And ofcourse, since they called the wrong number, I must wait until monday for it. Nothing CCP can do about it, but any idea how the hell they called a wrong number (to get directions mind you, which later they must've found because they stopped 2x in under 2 hrs and gave up).
DHL = idiots.
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Storm Mage
Amarr Forgotten Souls
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Posted - 2006.08.06 07:23:00 -
[24]
Heh, I had no packaging on mine, just a yellow bag, one of the Booster boxes was almost completely broken open (DHL as well). Whatever happened to good old sturdy cardboard boxes?
Let the lightning be your warning and the thunder your battlecry!
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Malthros Zenobia
Caldari Independent Navy Reserve Kimotoro Directive
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Posted - 2006.08.06 07:26:00 -
[25]
Mine was in the silvery bubble-wrap that while waterproof and rather durable and hard to cut without a really sharp endge, isn't very protective of crushing.
Altho I only had a little crunch on the sides on the boxes, nothing major and noticable.
I'm without a doubt avoiding DHL like the plague in the future though, if possible.
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AtoningUnifex
Gallente
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Posted - 2006.08.07 09:29:00 -
[26]
Ordered my 2 megapacks on 27th July.
No emails at all...
Packs arrived this morning, silver bubble wrap.
Nothing crushed at all, looks ok to me.
So it's not all bad news.
I'm happy at least. ------------------------ Collector and flyer of starships
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Neku
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Posted - 2006.08.07 10:15:00 -
[27]
Edited by: Neku on 07/08/2006 10:15:45
Originally by: AtoningUnifex Ordered my 2 megapacks on 27th July.
No emails at all...
Packs arrived this morning, silver bubble wrap.
Nothing crushed at all, looks ok to me.
So it's not all bad news.
I'm happy at least.
Congrats! Have Fun!
/me ... aw man, I cant be bothered..
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Testy Mctest
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Posted - 2006.08.07 10:37:00 -
[28]
Originally by: Neku
/me ... aw man, I cant be bothered..
Tell me about it :/
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Neku
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Posted - 2006.08.07 10:40:00 -
[29]
Originally by: Testy Mctest
Originally by: Neku
/me ... aw man, I cant be bothered..
Tell me about it :/
nay.. just was going to make a quote 'bout me doing something.. but I've just cant be bothered.. the whole thing is just depressing. :/
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Ishana
Minmatar Millennium E.R.A
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Posted - 2006.08.16 12:40:00 -
[30]
I finally received my missing mega war pack. It was shipped free of charge to me by normal mail.
This time I didn;t have to pay VAT on the package. This time the boxes were in perfect state, no bump or anything. It seems to be just as fast as DHL
I for one will never again order something with DHL.
Oh, and tnx for correcting the mistake with my order CCP, although your support for the shop really needs work. _________________________________________________________
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