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Thread Statistics | Show CCP posts - 1 post(s) |
Madame Gillardo
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Posted - 2007.06.20 14:16:00 -
[1]
And before any ISD gets a itchy trigger finger on their delete button - I have followed ALL OTHER AVENUES of inquiry to CCP, including store messages and email - I'm resorting to this because there is no other alternative.
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I can think of no other way to describe their behavior.
I ordered $100 of merchandise from the EVE Store. It took 2 weeks for them to ship, and it finally arrived. Wondering what the delay was with the shipment, I sent 3 messages through the store's help interface, and got no response. I emailed [email protected]. No response. Finally, without any warning, it arrives.
I'm missing one of two items, valued at $50.
2 more messages through the contact store interface at the EVE Store. No response.
Another email to Kieron, and I cc'ed that email to Wrangler asking for any assistance. No response.
Its been 5 days since I sent those messages, 3 days since I sent the last set of emails. No response. I posted a thread asking for someone in CCP to read the thread, and bring it to the attention of whoever's responsiblity it was, and a ISD mod posted that I should email again, and locked it. Later on the thread was deleted.
CCP stole my money, because I gave it to them and I got nothing in return. Email records are below.
Date: Mon, 18 Jun 2007 11:45:55 -0400
From: xxxx <[email protected]>
To: [email protected]
Cc: [email protected]
Subject: Fwd: Need some help with the EVE Store
The original email fowarded below was originally sent to
[email protected]. This is being sent again to both him and Wrangler
in order to cover all the bases.
I finally got the package that took 2 weeks to ship, but when I open it,
I have 1 xxx, when I ordered 2. This is reflected both in the online
store and the invoice included in the package. I have emailed the store
3 times and have not gotten a response. I posted a thread not knowing
what else to do and an ISD moderater locked the thread and suggested
that I email the both of you. After 4 different attempts to contact CCP
about this, I hope this one takes. I hope I do not have to take the
step of contacting my bank and contesting the charge that CCP placed on
my account for the money for a product which was never delivered.
The order number that this relates to is 20016371 and the email account
it was related to is xxxxx. I hope that I hear from
someone promptly.
Best Regards,
xxxxxxxxx
----- Forwarded message from xxxxx <[email protected]> -----
Date: Tue, 12 Jun 2007 08:23:25 -0400
From: xxxxxxxx <[email protected]>
To: [email protected]
Subject: Need some help with the EVE Store
Kieron,
I bought a pair of xxxx back on the 31st of May. The status has
continued to be listed as "Paid" not "Shipped" and I cannot get a
response out of the "Store Representative", through the email form
provided in the store. I've attempted twice, both yesterday and the week
before with no response. At this point, I don't know what to do to
contact them, so I'm asking if you could look into it or at least
forward this along to someone within CCP who would be able to help me.
Any help would be appreciated, since I basically have $100 missing until
I get those xxxxx. Thanks for any help you can provide.
Best Regards,
xxxxxxx, aKa
xxxxxxxxx
----- End forwarded message -----
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Thomas Maleficus
AFK Corp
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Posted - 2007.06.20 14:18:00 -
[2]
Them to a small claims court? Or report to trading standards..?
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Marodi Julita
Sublime Captial Investments
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Posted - 2007.06.20 14:19:00 -
[3]
sue?
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Madame Gillardo
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Posted - 2007.06.20 14:19:00 -
[4]
I'm hoping I won't have to take that step, that maybe this will be enough for them to resolve it.
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J Ripper
Caldari
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Posted - 2007.06.20 14:20:00 -
[5]
I doubt the will deliberatly steal your money dude!
Besides, they have been busy with eve tv and rev II
my sig: --- Jon Johansen --- |
Thomas Maleficus
AFK Corp
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Posted - 2007.06.20 14:20:00 -
[6]
Edited by: Thomas Maleficus on 20/06/2007 14:19:52
 Originally by: Madame Gillardo
I'm hoping I won't have to take that step, that maybe this will be enough for them to resolve it.
But maybe that action will stop it happening to other people? Since they'll be investigated.. 
Originally by: J Ripper
I doubt the will deliberatly steal your money dude!
Besides, they have been busy with eve tv and rev II
He said this has been happening for a couple weeks, way before Rev II deployed, they can bloody answer the man :)
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Madame Gillardo
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Posted - 2007.06.20 14:21:00 -
[7]
Edited by: Madame Gillardo on 20/06/2007 14:20:48
Originally by: J Ripper
I doubt the will deliberatly steal your money dude!
Besides, they have been busy with eve tv and rev II
That's not an excuse to take someones money and not provide services or products in exchange. Deliberate or not, thats called theft. I cannot assume anything else, since they have failed to respond to repeated inquiries.
This whole fracas began when I ordered the items on the 31st of May. This is June 20th.
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Thomas Maleficus
AFK Corp
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Posted - 2007.06.20 14:22:00 -
[8]
Originally by: Madame Gillardo
Originally by: J Ripper
I doubt the will deliberatly steal your money dude!
Besides, they have been busy with eve tv and rev II
That's not an excuse to take someones money and not provide services or products in exchange. Deliberate or not, thats called theft. I cannot assume anything else, since they have failed to respond to repeated inquiries.
Then report it a law authority, not rocket science :P
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TVPR
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Posted - 2007.06.20 14:24:00 -
[9]
Originally by: Marodi Julita
sue?
Look! An American! Now look away before it sues you!
Seriously people, how about "hmm, prolly just a mistake at the shipping/merch dept, let's try mailing customer support instead of the CEO of the company"? Or are you the kind of person who phones Bill Gates whenever you get a BSOD?
A company raking in 15 bucks a month from nearly half a million subscribers, plus plus, actually _stealing_ $100 by deliberately not sending some merchandise? Mhmmm...
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RtoZ
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Posted - 2007.06.20 14:25:00 -
[10]
It's just a contract scam. I think it's covered by the EULA. Next time you see an eve employee in the game just wardec his corp. 
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MissileRus
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Posted - 2007.06.20 14:25:00 -
[11]
wrong emails tbh.. 
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4. i like pizza |
Madame Gillardo
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Posted - 2007.06.20 14:26:00 -
[12]
Originally by: TVPR
Originally by: Marodi Julita
sue?
Look! An American! Now look away before it sues you!
Seriously people, how about "hmm, prolly just a mistake at the shipping/merch dept, let's try mailing customer support instead of the CEO of the company"? Or are you the kind of person who phones Bill Gates whenever you get a BSOD?
A company raking in 15 bucks a month from nearly half a million subscribers, plus plus, actually _stealing_ $100 by deliberately not sending some merchandise? Mhmmm...
I've contacted their "sales department" by the only link available, which is a submission form on the EVE Store area of the website. FIVE TIMES. Read the OP before you comment.
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Sapphrine
The Littlest Hobos
Betrayal Under Mayhem
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Posted - 2007.06.20 14:26:00 -
[13]
errr... not saying you may not have any point but I do think that you're being a tad extreme about something which seems just to be a bit of crap customer service and a slow delivery time.
How about this as a scenario. The shop isn't run all that well, CCP have been busy on the patch role out so staff have been pulled in to help there. There has been a problem with CCP shop and stuff isn't being delivered and complaints aren't being responded to swiftly / at all owing to low staffing at this point.
As far as i can tell you put in an order 3 weeks ago. Unless you live in Iceland or forked out alot for delivery i'd imagine that the delivery time is 1-2 weeks to you. So that means that at most they're 2 weeks late delivering an item and are being crap at responding to your queries.
Sorry but I think that throwing up inflamatory statements like CCP stole my money! Isn't all that helpful. Also, waiting 3 days for a customer service response may not be 5* service but its about par for the course for any company who's main avenue of commerce isn't selling stuff i'd say.
I'd suggest throwing another email and keeping polite. tbh, forum really isn't the place for this regardless of how much you feel this is a last resort. I'd have phoned the company in question to complain first for example.
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Thomas Maleficus
AFK Corp
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Posted - 2007.06.20 14:28:00 -
[14]
Edited by: Thomas Maleficus on 20/06/2007 14:27:22
Originally by: Sapphrine
Stuff...
They've delivered some of it (late btw) but hes still missing 1/2 of his order.
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TVPR
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Posted - 2007.06.20 14:29:00 -
[15]
Originally by: Madame Gillardo
I've contacted their "sales department" by the only link available, which is a submission form on the EVE Store area of the website. FIVE TIMES. Read the OP before you comment.
I did. Tried making a phone call? Sending a physical letter? Because really, you won't find any other industry where a multi-million-dollar operation has its CEO responding to what really, in their eyes, are trivial matters. Not from a customer support POV trivial, but economically. I know it sucks for you, as I've experienced similar **** myself (although not from the Eve store), but persistence and getting the right contact persons fixed stuff up for me... Mailing Canon's CEO or accusing them of theft wouldn't have :)
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Madame Gillardo
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Posted - 2007.06.20 14:31:00 -
[16]
Edited by: Madame Gillardo on 20/06/2007 14:31:40
Originally by: TVPR
Originally by: Madame Gillardo
I've contacted their "sales department" by the only link available, which is a submission form on the EVE Store area of the website. FIVE TIMES. Read the OP before you comment.
I did. Tried making a phone call? Sending a physical letter? Because really, you won't find any other industry where a multi-million-dollar operation has its CEO responding to what really, in their eyes, are trivial matters. Not from a customer support POV trivial, but economically. I know it sucks for you, as I've experienced similar **** myself (although not from the Eve store), but persistence and getting the right contact persons fixed stuff up for me... Mailing Canon's CEO or accusing them of theft wouldn't have :)
And spend more money on a long distance call? Nope. A physical letter? For me to wait two more weeks? In a company that I assume is technically savvy because they make and run a successful MMO, and I would imagine they have the ability to check an email box once in a while?
And that "5 days for a CS response" is bull. Any retail company would be massacred if their response time is 5 days.
If I even got a single response acknowledging that my message was received, I wouldn't have an issue. I have not heard a PEEP out of anyone.
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Fenren
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Posted - 2007.06.20 14:34:00 -
[17]
Originally by: Sapphrine
errr... not saying you may not have any point but I do think that you're being a tad extreme about something which seems just to be a bit of crap customer service and a slow delivery time.
How about this as a scenario. The shop isn't run all that well, CCP have been busy on the patch role out so staff have been pulled in to help there. There has been a problem with CCP shop and stuff isn't being delivered and complaints aren't being responded to swiftly / at all owing to low staffing at this point.
As far as i can tell you put in an order 3 weeks ago. Unless you live in Iceland or forked out alot for delivery i'd imagine that the delivery time is 1-2 weeks to you. So that means that at most they're 2 weeks late delivering an item and are being crap at responding to your queries.
Sorry but I think that throwing up inflamatory statements like CCP stole my money! Isn't all that helpful. Also, waiting 3 days for a customer service response may not be 5* service but its about par for the course for any company who's main avenue of commerce isn't selling stuff i'd say.
I'd suggest throwing another email and keeping polite. tbh, forum really isn't the place for this regardless of how much you feel this is a last resort. I'd have phoned the company in question to complain first for example.
WHAT???
are you a real person?
I didn't think there where any people with any form of common sence on the forums... (to be honest I didn't think they existed at all now adays...)
Originally by: CCP Ginger
Hello!
Ships have crews, most pod controlled frigates do not, above that they have crews of varying sizes. Hope that helps.
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Madame Gillardo
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Posted - 2007.06.20 17:13:00 -
[18]
Any response CCP?
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Faekurias
Caldari
Federation Fleet
Endless Horizon
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Posted - 2007.06.20 17:22:00 -
[19]
CCP steals my money on a regular basis 
all I ever got was this really cool spacegame and...oh,wait...
The ladies man.
MY sign was wrongfully hijacked!:( Seriously, give back emokitteh. :<
Oh mai GOD! |
Alyth
Gallente
Ma-Ven Industries
Phobos Alliance
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Posted - 2007.06.20 17:29:00 -
[20]
Ever thought of, y'know CHECKING WITH THE SHIPPING COMPANY? I work for a logistics company myself and although we do most of our own deliveries on occasion we do subcontract next day deliveries to carrier services. Now on occasion our customers only receive part orders when sent via this method. We send everything out but the customer only gets part of the order. OMGNOES!
BUT WAIT!!
WHATS THIS? A telephone call to the shipping company and yes...mhmm, okay...yes...thank you. They'll what? They'll LOOK for my missing items? Oh sweet lord Hallelujah.
Try that before suing someone for something beyond their control. Once it has left CCP it is in the hands of the couriers and theres bugger all point asking CCP about it as they have precisely zero control of the situation.
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Faekurias
Caldari
Federation Fleet
Endless Horizon
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Posted - 2007.06.20 17:31:00 -
[21]
Originally by: Alyth
ANGRY RANT FTW
Actually he/she said she/he didn't want to sue. Maybe just want a kind of confirmation of everything being shipped correctly before dealing out whippings.
The ladies man.
MY sign was wrongfully hijacked!:( Seriously, give back emokitteh. :<
Oh mai GOD! |
Madame Gillardo
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Posted - 2007.06.20 17:32:00 -
[22]
Edited by: Madame Gillardo on 20/06/2007 17:31:58
Originally by: Alyth
Ever thought of, y'know CHECKING WITH THE SHIPPING COMPANY? I work for a logistics company myself and although we do most of our own deliveries on occasion we do subcontract next day deliveries to carrier services. Now on occasion our customers only receive part orders when sent via this method. We send everything out but the customer only gets part of the order. OMGNOES!
BUT WAIT!!
WHATS THIS? A telephone call to the shipping company and yes...mhmm, okay...yes...thank you. They'll what? They'll LOOK for my missing items? Oh sweet lord Hallelujah.
Try that before suing someone for something beyond their control. Once it has left CCP it is in the hands of the couriers and theres bugger all point asking CCP about it as they have precisely zero control of the situation.
The package was shipped internation mail from iceland. In the packet was supposed to be the 2 items, only 1 was in the package. The invoice indicated there was supposed to have been two, just like I ordered. It was sealed when I received it, so unless there was some uber-CIA action going on, CCP never filled the order correctly.
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podadot
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Posted - 2007.06.20 17:42:00 -
[23]
You are at CCP's mercy. You cannot sue them unless you live in Iceland and, even then, it would hardly be worth it. Honestly, I think you've done just about everything possible. And I agree that simply being ignored is not the right way for this to be handled. At this point, I would just send a certified letter to whoever is in charge of merchandise sales at CCP and hope for the best. If you paid by credit card, you could try to have them stop the transaction. Apart from that, I would just assume that I'm never seeing my money or merchandise.
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Madame Gillardo
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Posted - 2007.06.20 17:46:00 -
[24]
While I don't want to take their step, since their purchase of White Wolf and subsequent presence in ATL, they must have an incorporated entity here in the states.
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CCP Morpheus
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Posted - 2007.06.20 17:48:00 -
[25]
Hi,
I'm sorry you have been experiencing these issues.
Send a mail to "[email protected]" for all store related issues. I have read your post and it seems like you haven't done this yet.
Regards,
CCP Morpheus
Internal Affairs Agent |
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Dalanoria
Ministry of War
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Posted - 2007.06.20 17:50:00 -
[26]
Originally by: Marodi Julita
sue?
Exatly why Doctors in America charge outrageous prices, because they get sue'd by every other stupid **** that comes in their office...
I have to go to mexico to see a dentist, after being quoted $7,500 to have my wisdom teath pulled and 4 crowns..Dentist in mexico im going to see quoted me $1,800, why ? because he cant be sued and doesnt have to pay a million a year in insurance...
And if screws up, well I can just shoot him, its Mexico yah know...
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Madame Gillardo
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Posted - 2007.06.20 17:50:00 -
[27]
I'm sending them an email, thanks for a response finally. I'm crossing my fingers on this one.
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Neoenderli
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Posted - 2007.06.20 17:52:00 -
[28]
TVPR, your response is crap, and you know it. I work for a multi-million-dollar company. In fact, my 11 man team was just awarded a 35 million dollar contract from the Government. If you think for a second that a CEO or a company officer received an email and disregarded it as trivial is a true statement, you have no idea how the REAL world works. Maybe the company I work for is different, but if a customer is unhappy at my company, we're all unhappy. Our company CEO doesn't disregard angry customer emails as "just another 50 bucks, lolz".
He's utilized his resources available. Sometimes it's time to move up the food chain.
Originally by: TVPR
Originally by: Madame Gillardo
I've contacted their "sales department" by the only link available, which is a submission form on the EVE Store area of the website. FIVE TIMES. Read the OP before you comment.
I did. Tried making a phone call? Sending a physical letter? Because really, you won't find any other industry where a multi-million-dollar operation has its CEO responding to what really, in their eyes, are trivial matters. Not from a customer support POV trivial, but economically. I know it sucks for you, as I've experienced similar **** myself (although not from the Eve store), but persistence and getting the right contact persons fixed stuff up for me... Mailing Canon's CEO or accusing them of theft wouldn't have :)
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Nicholas Barker
MASS
Ministry Of Amarrian Secret Service
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Posted - 2007.06.20 17:59:00 -
[29]
i had a problem with the eve store and wrangler sorted it out good and proper! It's taken a long time but i believe that was due to the nature of the problem (it was actually my fault and i admitted this from the beginning but he helped out as best he could and i'm happy with that.)
just thought i'd bold it to help keep ccp image up.
---
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Alyth
Gallente
Ma-Ven Industries
Phobos Alliance
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Posted - 2007.06.20 18:03:00 -
[30]
Originally by: Madame Gillardo
Edited by: Madame Gillardo on 20/06/2007 17:31:58
Originally by: Alyth
Ever thought of, y'know CHECKING WITH THE SHIPPING COMPANY? I work for a logistics company myself and although we do most of our own deliveries on occasion we do subcontract next day deliveries to carrier services. Now on occasion our customers only receive part orders when sent via this method. We send everything out but the customer only gets part of the order. OMGNOES!
BUT WAIT!!
WHATS THIS? A telephone call to the shipping company and yes...mhmm, okay...yes...thank you. They'll what? They'll LOOK for my missing items? Oh sweet lord Hallelujah.
Try that before suing someone for something beyond their control. Once it has left CCP it is in the hands of the couriers and theres bugger all point asking CCP about it as they have precisely zero control of the situation.
The package was shipped internation mail from iceland. In the packet was supposed to be the 2 items, only 1 was in the package. The invoice indicated there was supposed to have been two, just like I ordered. It was sealed when I received it, so unless there was some uber-CIA action going on, CCP never filled the order correctly.
Nope, you'd be surprised how often that happens. People work for courier companies. People who work for said companies know whats in the box. As with all people some of these people are less than honest. Doesn't take much to open and reseal a box/package/whutevah. They should replace said items though I agree there, the best thing to do though is contact the courier company first however.
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