So let me get this straight from those of you who believe that OP is in the wrong. He pre-ordered a game Dec 8th, was allowed to cancel the order on Dec. 9th, got charged full price anyways on Dec. 16th, will most likely not receive a box or a game code, and he is at fault somehow??? How does this logic work???
Luckily, this is precisely the kind of situations we need to find out who the mythological "rabid fanboys" really are. Threads such as this seperate the people who just like the game and resort to decent dicussion from those who act as if they have sworn an oath to serve SWTOR as if it was the reincarnation of their god.
Dude, his name is Kumar.. that's gotta be a sign right????? Well, maybe not a good one...
Think of it this way; your social circle increases by the minute. At this rate you will know everyone in EA/Origin's customer support department by the end of 2011...
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
When will I be charged the remaining balance of the Game’s cost for my pre-order?
This will vary by retailer. If you pre-ordered The Old Republic from Origin.com, you agree to the automatic purchase of your selected edition of Star Wars: The Old Republic.
If you pre-ordered a physical version of the Game, the payment card that you input into the Origin.com billing system at the time of pre-order will be used to charge the remaining cost of the Game starting at December 13th at 5:00 AM PST and your copy of the Game along with the Product Registration Code will be shipped on December 16th for delivery on or near December 20th.
If you pre-ordered a digital version of the Game, the payment card that you input into the Origin.com billing system at the time of pre-order will be used to charge the remaining cost of the Game starting on December 16th and the official Game Product Registration Code of your digital edition will be emailed to the email address associated with your pre-order starting on December 16th at 8:00AM PST.
You didn't cancel your pre-order in time. Sorry about your luck.
This is an example of bad customer service. I am not sure how the preorder thingie works, the OP may be wrong but that doesn't matter. There is no excuse for leaving a conversation like that without any explanation. Those people should remain professional at all times. It doesn't matter if the person they're talking to is a current customer or a potential customer. It doesn't matter if the customer is right or wrong.
They owe you an explanation of your situation and your options. Anyone who thinks otherwise is wrong.
Mission in life: Vanquish all MMORPG.com trolls - especially TESO, WOW and GW2 trolls.
If you pre-ordered a digital version of the Game, the payment card that you input into the Origin.com billing system at the time of pre-order will be used to charge the remaining cost of the Game starting on December 16th and the official Game Product Registration Code of your digital edition will be emailed to the email address associated with your pre-order starting on December 16th at 8:00AM PST.
You didn't cancel your pre-order in time. Sorry about your luck.
Ok let me lay the facts down, first I didnt pre-order the game on Dec 8th.. I preordered the game on 7/21/2011 @ 4:21pm EST I still have the email.
And after months of testing, plus with christmas coming up, I didnt feel the game was worth $80.00 as a pre-order.. in fact, I had every intention of buying the game in a month or so after things settle down.
As far as 'canceling in time' , I canceled the order on 12/9/11 .. How is that not in time if the charge didnt come out until 12/16?
As far as not being right to cancel, I pre-ordered the Digital copy, 'pre' denoting 'before' so.. In my opinion a pre-order is noting more than a place holder for a game, a reservation.. and you can cancel a reservation.
Granted I should've read thru the FAQ on the billing, which I thought I did and didnt see that on the 8th when I looked so I asked, god forbid, the Customer Service people where I pre-ordered the product from.. who game me the answer of the 20th.
But the date the charge came out is mute. The fact is it was canceled before the charge, before the 16th.. One full WEEK before the 16th .. that was the issue..
Heck I even got the Your Saga Begins email on dec 13 for the headstart but didnt log on and uninstalled swtor because I felt that'd be wrong to do. Nice guys finish last lol.
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
Oh yeah, I got the $5 refund on the 9th of December put back into my account, thats whats so messed up.. I thought it was done and over with.. then yesterday I got charged the $79, which made me go back to them..
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
Oh yeah, I got the $5 refund on the 9th of December put back into my account, thats whats so messed up.. I thought it was done and over with.. then yesterday I got charged the $79, which made me go back to them..
If they charged your credit card, you can and probably must dispute the charge with your credit card company.
You have the facts to back up your case and they have to prove your claim isn't justified.
No offense, but these outsourced customer services just don't work the way they should work.
You have consumer options, though seriously you had me rolling with your "HELLO'S".
But at the same time as an adult* how do you not know your consumer rights?
If that doesn't work just hire an assasin to take out Deepak. Assasins are a dime a dozen in Bali. Which is where EA has it's call centers/chat centers.
*assumption based on having own finiances, not age related.
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
Oh yeah, I got the $5 refund on the 9th of December put back into my account, thats whats so messed up.. I thought it was done and over with.. then yesterday I got charged the $79, which made me go back to them..
Unfortunately, billing errors happen.
Why you'd continue to use the 'chat' feature though, I have to wonder. Use the call back feature (the reponse time is actually quicker) Immediately, and politely, ask for your call to be escalated.
Advise the person you are speaking to that unless you are refunded immediately for this error, you'll be initiating a chargeback/dispute. NO company wants to deal with those - they're a black mark.
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
Oh yeah, I got the $5 refund on the 9th of December put back into my account, thats whats so messed up.. I thought it was done and over with.. then yesterday I got charged the $79, which made me go back to them..
Unfortunately, billing errors happen.
Why you'd continue to use the 'chat' feature though, I have to wonder. Use the call back feature (the reponse time is actually quicker) Immediately, and politely, ask for your call to be escalated.
Advise the person you are speaking to that unless you are refunded immediately for this error, you'll be initiating a chargeback/dispute. NO company wants to deal with those - they're a black mark.
I can verify this information 100% through my own business, a charge back is like....Acne before prom.
After so many you will be talking the the FTC at some point.
When you call their support number you'll get someone who actually speaks English and can understand you. I called and got my pre-order cancelled in 5 minutes and was given a 15% off code for the next game I buy.
Don't say that EA's support sucks when you only use their online chat. Their phone service is pretty good and willing to help you.
Agreed, I am having fun with it.. I was just double billed for my game, and the chat is not working grr. It made me over draw as well, hoping my bank wont put on a overdraft fee before tomorrow(get paid tomorrow).
Why oh why, do companies always decide to outsource the people who interact DIRECTLY with consumers and act as the public face of their company to another country??????
Honestly I have no sympathy for people who pre-order games and then decide to cancel after trying the beta. I do hope you resolve your issue OP, but I personally never try to go back on pre-orders. A pre-order is an pre-arranged agreement to purchase a product at release. In the case of TOR, that also provides you early access to the game that someone else will not be able to receive because you got it instead...
Honestly I have no sympathy for people who pre-order games and then decide to cancel after trying the beta. I do hope you resolve your issue OP, but I personally never try to go back on pre-orders. A pre-order is an pre-arranged agreement to purchase a product at release. In the case of TOR, that also provides you early access to the game that someone else will not be able to receive because you got it instead...
Ummm...why?
It's not like EA specified this as a "non-refundable" pre-order. It's pretty much a known fact that you can cancel your preorder if you want...just like you could return a game to a brick and mortar store if you want. So the deal is "pre-order our game with the option to cancel." It is not "your pre-order is nonrefundable."
So why would you defend a company for not honoring its part of the bargain, and instead subjecting a customer to a very painful CS episode?
I remember once AT&T charged me $700 for talking to my dad on our cell phones when I had the FAMILY TALK plan. I spent like 3 days on the phone with them and they wouldn't refund my money. They eventually only gave like $200 back and I got tired of calling.
Would you defend this as well? I'm sorry, but the CS of many major companies is TERRIBLE these days and it really aggravates me to see a fellow consumer defending them. I'm sure that you would feel different if you were in the OP's position.
Comments
Luckily, this is precisely the kind of situations we need to find out who the mythological "rabid fanboys" really are. Threads such as this seperate the people who just like the game and resort to decent dicussion from those who act as if they have sworn an oath to serve SWTOR as if it was the reincarnation of their god.
Think of it this way; your social circle increases by the minute. At this rate you will know everyone in EA/Origin's customer support department by the end of 2011...
Downside? They'll all still be living in India!!
I originally pre-ordered the standard and decided to get the digital deluxe. Emailed their support to cancel my original pre-order so I could upgrade and they had it cancelled in probably 2 hours tops. $5 was refunded to my account that night.
swtor.com pre-order faq states:
When will I be charged the remaining balance of the Game’s cost for my pre-order?
This will vary by retailer. If you pre-ordered The Old Republic from Origin.com, you agree to the automatic purchase of your selected edition of Star Wars: The Old Republic.
If you pre-ordered a physical version of the Game, the payment card that you input into the Origin.com billing system at the time of pre-order will be used to charge the remaining cost of the Game starting at December 13th at 5:00 AM PST and your copy of the Game along with the Product Registration Code will be shipped on December 16th for delivery on or near December 20th.
If you pre-ordered a digital version of the Game, the payment card that you input into the Origin.com billing system at the time of pre-order will be used to charge the remaining cost of the Game starting on December 16th and the official Game Product Registration Code of your digital edition will be emailed to the email address associated with your pre-order starting on December 16th at 8:00AM PST.
You didn't cancel your pre-order in time. Sorry about your luck.
This is an example of bad customer service. I am not sure how the preorder thingie works, the OP may be wrong but that doesn't matter. There is no excuse for leaving a conversation like that without any explanation. Those people should remain professional at all times. It doesn't matter if the person they're talking to is a current customer or a potential customer. It doesn't matter if the customer is right or wrong.
They owe you an explanation of your situation and your options. Anyone who thinks otherwise is wrong.
Mission in life: Vanquish all MMORPG.com trolls - especially TESO, WOW and GW2 trolls.
Ok let me lay the facts down, first I didnt pre-order the game on Dec 8th.. I preordered the game on 7/21/2011 @ 4:21pm EST I still have the email.
And after months of testing, plus with christmas coming up, I didnt feel the game was worth $80.00 as a pre-order.. in fact, I had every intention of buying the game in a month or so after things settle down.
As far as 'canceling in time' , I canceled the order on 12/9/11 .. How is that not in time if the charge didnt come out until 12/16?
As far as not being right to cancel, I pre-ordered the Digital copy, 'pre' denoting 'before' so.. In my opinion a pre-order is noting more than a place holder for a game, a reservation.. and you can cancel a reservation.
Granted I should've read thru the FAQ on the billing, which I thought I did and didnt see that on the 8th when I looked so I asked, god forbid, the Customer Service people where I pre-ordered the product from.. who game me the answer of the 20th.
But the date the charge came out is mute. The fact is it was canceled before the charge, before the 16th.. One full WEEK before the 16th .. that was the issue..
Heck I even got the Your Saga Begins email on dec 13 for the headstart but didnt log on and uninstalled swtor because I felt that'd be wrong to do. Nice guys finish last lol.
Oh yeah, I got the $5 refund on the 9th of December put back into my account, thats whats so messed up.. I thought it was done and over with.. then yesterday I got charged the $79, which made me go back to them..
If they charged your credit card, you can and probably must dispute the charge with your credit card company.
You have the facts to back up your case and they have to prove your claim isn't justified.
No offense, but these outsourced customer services just don't work the way they should work.
I cancelled my pre-order on 2 Deluxe editions cause I wanted to buy 2 CE's instead that was done fairly quickly.
I can't wait for the latest edition of Saroj.0 to come out so I can see more of these interactions!
If you used a credit card..
Charge back?
If you use a bank card?
Dispute.
You have consumer options, though seriously you had me rolling with your "HELLO'S".
But at the same time as an adult* how do you not know your consumer rights?
If that doesn't work just hire an assasin to take out Deepak. Assasins are a dime a dozen in Bali. Which is where EA has it's call centers/chat centers.
*assumption based on having own finiances, not age related.
lol thats funny
playing eq2 and two worlds
Haha, wow, EA support needs an upgrade.
Unfortunately, billing errors happen.
Why you'd continue to use the 'chat' feature though, I have to wonder. Use the call back feature (the reponse time is actually quicker) Immediately, and politely, ask for your call to be escalated.
Advise the person you are speaking to that unless you are refunded immediately for this error, you'll be initiating a chargeback/dispute. NO company wants to deal with those - they're a black mark.
I can verify this information 100% through my own business, a charge back is like....Acne before prom.
After so many you will be talking the the FTC at some point.
Next time, call their support number.
When you call their support number you'll get someone who actually speaks English and can understand you. I called and got my pre-order cancelled in 5 minutes and was given a 15% off code for the next game I buy.
Don't say that EA's support sucks when you only use their online chat. Their phone service is pretty good and willing to help you.
Agreed, I am having fun with it.. I was just double billed for my game, and the chat is not working grr. It made me over draw as well, hoping my bank wont put on a overdraft fee before tomorrow(get paid tomorrow).
--------------------
-Currently playing FFXIV, and BDO.
ORIGIN CS is absolute garbage.
Despite cancelling my SWTOR, they left it in my Origin account and thankfully, I checked up on it -- they would have charged me for the damned thing.
ORIGIN CS could not be reached. EA CS finally took it off for me -- I will be watching my bills to ensure they didn't charge.
When I DID get through to ORIGIN's CS, they were flat out incompetent.
Outsourcing ftw. Save them dollas. Customers can go **** themselves *EA trollface*
BOYCOTTING EA / ORIGIN going forward.
Why oh why, do companies always decide to outsource the people who interact DIRECTLY with consumers and act as the public face of their company to another country??????
Are you team Azeroth, team Tyria, or team Jacob?
Honestly I have no sympathy for people who pre-order games and then decide to cancel after trying the beta. I do hope you resolve your issue OP, but I personally never try to go back on pre-orders. A pre-order is an pre-arranged agreement to purchase a product at release. In the case of TOR, that also provides you early access to the game that someone else will not be able to receive because you got it instead...
Ummm...why?
It's not like EA specified this as a "non-refundable" pre-order. It's pretty much a known fact that you can cancel your preorder if you want...just like you could return a game to a brick and mortar store if you want. So the deal is "pre-order our game with the option to cancel." It is not "your pre-order is nonrefundable."
So why would you defend a company for not honoring its part of the bargain, and instead subjecting a customer to a very painful CS episode?
I remember once AT&T charged me $700 for talking to my dad on our cell phones when I had the FAMILY TALK plan. I spent like 3 days on the phone with them and they wouldn't refund my money. They eventually only gave like $200 back and I got tired of calling.
Would you defend this as well? I'm sorry, but the CS of many major companies is TERRIBLE these days and it really aggravates me to see a fellow consumer defending them. I'm sure that you would feel different if you were in the OP's position.
Are you team Azeroth, team Tyria, or team Jacob?
This reminds me of those commercials where people trying to redeem their CC points get directed to "peggy" the russian man for Customer Service.
LOL
Thats about what I would expect from EA.