Even I have to agree that the article is misleading.
This has 'public relations disaster' written all over it!
I'm not mad, I knew something seriously bad would happen, that's the curse of MxO.
I just didn't expect a clusterf**k of this magnitude!
Raijinn wrote:
wwWizard2k wrote:"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.
wwWizard2k wrote:
"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?
"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."
I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.
Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?
Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.
Thanks Raijinn, I'm glad at least someone is listening to our concerns. We really do appreciate it.
Raijinn wrote:wwWizard2k wrote:"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.Thanks Raijinn, I'm glad at least someone is listening to our concerns. We really do appreciate it.
So basicly we are in a holding pattern untill information can be brought down from on high regarding were the little mess up of an internal date of may 28th didnt get put into an offical email from SOE stating june 1st and what to do about it. We all know what needs to be done, however those big wigs have to say it before wheels turn, right?
Ic3b3rg wrote:
wwWizard2k wrote:Raijinn wrote:wwWizard2k wrote:"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.Thanks Raijinn, I'm glad at least someone is listening to our concerns. We really do appreciate it.So basicly we are in a holding pattern untill information can be brought down from on high regarding were the little mess up of an internal date of may 28th didnt get put into an offical email from SOE stating june 1st and what to do about it. We all know what needs to be done, however those big wigs have to say it before wheels turn, right?
Pretty much we're all in a holding pattern for now. I'm personally on e-mail watch but it's relatively the same thing.
I do apologize for all the trouble but Virrago and I are hoping to have accurate information to give you all regarding the matter at hand.
At this point, like, I'm fairly sure they do want to help. I spoke with Eryk N, and he made it very clear that he would give me my MxO back if he could. "Truly", he said. The issue is, like, buttons have been pressed, accounts terminated, systems shut-off... and I'm sure half the technical staff went on vacation on June 1st . So, undoing this won't be instant, if it can be undone at all.
It's nice to at least see posts being made on the matter. Over MxO's history there have been a lot of times when problems happened that only one post was ever made about it, or even none at all.
The wheels are churning so we'll see what happens and when. I can't promise anything speedy but we definitely understand the concerns raised.
Especially since everyone was given notice of MxO's fate on May 28th via Walrus's post, and yours. Pretty much that's saying, "Hey, here's what's happening with the game, for those of you who aren't a current subscriber as of MAY 28th, you're SOL."
So the sensible thing would be to let those of us who subscribed before June 1st have their subscriptions and be let into the game, or admit that an announcement should have been made earlier than the cut off date, and again, allow those of us who had a current subscription into the game.
Why announce the end and not allow people to say good bye? (As well as the extra revenue that bringing all the oldies back brought?) We subscribed to see the end of the game, so obviously the $15 was less important than saying goodbye to MxO. Refunds mean nothing under these circumstances.
Raijinn posted:
We understand the problem that you all are having and how it's pretty confusing, was it June 1st that was the cutoff or May 27th? I know that's what you all are asking since you've only seen the 1st mentioned as the deadline.Needless to say we're discussing the matter here as well and while I don't have anything official to mention as of right now, we hope that we'll have something to tell you all in the near future.Sorry folks!
We understand the problem that you all are having and how it's pretty confusing, was it June 1st that was the cutoff or May 27th? I know that's what you all are asking since you've only seen the 1st mentioned as the deadline.
Needless to say we're discussing the matter here as well and while I don't have anything official to mention as of right now, we hope that we'll have something to tell you all in the near future.
Sorry folks!
It's pretty clear actually, June 1st was the cut off. That was the date in the email sent out, that's the date given by both yourself, Raijinn, and Walrus and no one corrected it. If the tech staff were given a different date, that's a SOE problem and not ours. There is no such thing as an "invisible deadline" or whatever nonsense the CSRs are spouting. We received the email or got word to check the message board and we re-subbed or made sure we had renewed our sub before the given date.. some of us, from the sounds of it, even beat that date and still are experiencing the same problem.
I appreciate you and Virrago going to bat for us when it seems no one else is, and I don't know what the exact solution should be, but at least part of it is giving access back to all of those who subbed in time and now can't play. That much is bleedingly clear. If there is any doubt what-so-ever who subbed and who didn't, just check the payment history.
Orexis. wrote:
Raijinn wrote:wwWizard2k wrote:"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.Especially since everyone was given notice of MxO's fate on May 28th via Walrus's post, and yours. Pretty much that's saying, "Hey, here's what's happening with the game, for those of you who aren't a current subscriber as of MAY 28th, you're SOL."So the sensible thing would be to let those of us who subscribed before June 1st have their subscriptions and be let into the game, or admit that an announcement should have been made earlier than the cut off date, and again, allow those of us who had a current subscription into the game.Why announce the end and not allow people to say good bye? (As well as the extra revenue that bringing all the oldies back brought?) We subscribed to see the end of the game, so obviously the $15 was less important than saying goodbye to MxO. Refunds mean nothing under these circumstances.
I completely understand where you're coming from in this regard and it's pretty much the same confusing situation the others who subbed between the 27th and the 1st are in. We're figuring out what can be done though, so although I know you don't want to hear a wait and see answer, that's really all I can say.
It seems crystal clear to me, the cut off date was publically billed as the 1st June. May 27th being an internal date that nobody outside of SOE knew about.
Either fix, or give us our money back.
Shinryu wrote:
Raijinn posted:We understand the problem that you all are having and how it's pretty confusing, was it June 1st that was the cutoff or May 27th? I know that's what you all are asking since you've only seen the 1st mentioned as the deadline.Needless to say we're discussing the matter here as well and while I don't have anything official to mention as of right now, we hope that we'll have something to tell you all in the near future.Sorry folks!It's pretty clear actually, June 1st was the cut off. That was the date in the email sent out, that's the date given by both yourself, Raijinn, and Walrus and no one corrected it. If the tech staff were given a different date, that's a SOE problem and not ours. There is no such thing as an "invisible deadline" or whatever nonsense the CSRs are spouting. We received the email or got word to check the message board and we re-subbed or made sure we had renewed our sub before the given date.. some of us, from the sounds of it, even beat that date and still are experiencing the same problem.I appreciate you and Virrago going to bat for us when it seems no one else is, and I don't know what the exact solution should be, but at least part of it is giving access back to all of those who subbed in time and now can't play. That much is bleedingly clear. If there is any doubt what-so-ever who subbed and who didn't, just check the payment history.
This.
Dripping-Cheese wrote:
Raijinn wrote:wwWizard2k wrote:"As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process."I'm a little shocked that this is still being quoted by SOE Admins. It's like there's a total disconnect between the CSRs, TSRs, and the frontline responders.Raijinn, are you aware that the customer service reps are all saying that, in fact, the cutoff date was May 28th and not June 1st, which is why so many people have lost their accounts?Yeah, actually I've seen you all quote the CSR's quite a bit. I believe that 27th/28th date was an internal date set or something along those lines however in the mailer it did state the 1st as the cut-off. It's pretty confusing for you all (and myself to some extent) but we hope to get this clarified and resolved in the near future.It seems crystal clear to me, the cut off date was publically billed as the 1st June. May 27th being an internal date that nobody outside of SOE knew about.Either fix, or give us our money back.
I believe that's where part of the problem lies, most don't want the money back (which is what CS was mentioning) and would rather play until the end. We're in talks to figure out what can be done.
Raijinn beat me to it. I just hope they do let everyone that did pay come back.
