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Turbine (LOTRO Mines of Moria) Stole My Money!
bobbarker949
Member Posts: 12
Last month or so, I ordered a copy of Mines of Moria Expansion.. What an adventure it turned out to be. First of all I quit playing Lotro long ago, I played thru say the first week of the game and experienced a land full of nothing but spiders and missing items. Soon there after, I cancelled my account as I grown tired of looking for mobs that drop special items that do not even exist except in quest documentation.
Anyhow, I returned as people said 2 years later, much has been added and its somewhat fun to play. I agreed with their thoughts and went in to get my copy digitally.
I ordered thru Turbines web account system... Paid my $29.99 and got validation emails that said my
order was success, and my account was resubscribed.. on to the download...
(SIDE STORY)
DO NOT ENGAGE IN DIGITAL DOWNLOAD OF MINE OF MORIA, UNLESS YoU HAVE 2 FULL DAYS TO WASTE, THIS MORONIC SYSTEM DOWNLODS SOME 24,000 FILES 1 at a time
individually..... The inventor of this download system at Turbine deserves a hate post of all its own
(END SIDE STORY)
Wrong, I log in for it to tell me, I dont have the expansion ordered.. I have a key code though.. I enter it.. says already used.. What? Ok, next i see, i have no subscription, so wtf, screwed off the bat.. I ake the next 2 hours to figure out how to send a support ticket it and get told their are closed and have a 4 hour support time frame per day.. Lol.. Turns out, everyone and their mother including my two friends experienced this same problem days earlier when they ordered theirs and told me I was going on a adventure never to be forgotten... In which case, they eventually got in 3 days later and got a free copy of mines of moria for the problem..
Not for me though... I called the next day and sat on hold for 2.5 hours long distance my time never to get an answer...I had to hang up, the call cost a small fortune... So i await emai, 3 days later no reply to my email, 4th day later, they reply and say.. oh yeah sorry, we are having problem with ordering system.... GUESS WHAT ON THIS 4th day i had another friend order and he GOT THIS SAME PROBLEM, lol.. anyhow the guy who try to help me with my problem ask me a dumb question.. Should I proceed o activate your account and charge you $9.95 fee.. So I get to respond to this question, and wait another 3 days for a reply.. Well no, I decided to try and pay again and then get a refund or whatever for the other.. right... screw this waiting routine, I wanted to play ya know??? So anyhow i go to pay and it first takes me to the next page after entering my credit card info, and then flips out and goes from founder mode (9.95/m subscription) to $14.95 subscription... now its gonna rip me off if I order... So i put in another ticket.. now loko you are screwing me
Now I learn how turbine treat customers.. if you submit more than 1 ticket, you get scrwed and put to back of LINE and completely ignored.. NICE SYSTEM TURBIE.. ya see, now they already fix my friend account who have this problem in only 3 days.. now its like 7 days later and I get no response.. so i email again
no response, and again no response.... Finally I had it.. give me a refund and im gone.. screw you
Well, finally they oblige a few days later, saying ok we can give you a refund.. or we can activate your account for $9.95... OMG I have to reply to this message and wait again..
So now i give up i just demaind a refund and let a few deserving words fly their way right.. So they were like, dont do this we will ban you.. they reply to this one right away LOL
So I reply.. I dont care ban me, just give me my refund.. well its now 10 days later and still no refund, i put in a ticket and they reply now that I am not getting a refund... due to abuse
So they can call abuse on me and never give me service but keep my money? LOL But they did offer to re-do my account, and all i have to do is reply and they will engage my account, im guessing in 3 days from now....
LOL NO THANKS
TURBINE YOU BETTER REFUND MEAND YOU BETTER DO IT NOW
Comments
That sucks, sorry to hear you had to go through all that trouble to get someone to assist you. Well, nothing I can help you with.
LOL.
You know what...you are the first person that I've heard have a bad experience with Turbine's customer service. Yah...Turbine is one of the most respected companies in the industry. So I'm gonna give them the benefit of the doubt and say that this was an isolated incident and that you just got caught in a bad position.
Maybe next time you could tone down the douchery and realize how much you just over-reacted.
Whining is not gonna get your money back. Call the credit card company and fix it.
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Guys! I'm hopelessly lost in a mountain of mole hills! Them damn moles!
First off I'd like to reply to your comment on Tubine being stellar.
Ever play AC2? Yeah, DDO has the same crappy CS as well.
As a matter of fact LOTRO in my experience has had the same team of nimrods who took three days to get back to me on a triple charge on the orginal core game.
{ Mod Edit }
LOL.
You know what...you are the first person that I've heard have a bad experience with Turbine's customer service. Yah...Turbine is one of the most respected companies in the industry. So I'm gonna give them the benefit of the doubt and say that this was an isolated incident and that you just got caught in a bad position.
Maybe next time you could tone down the douchery and realize how much you just over-reacted.
Whining is not gonna get your money back. Call the credit card company and fix it.
I had a bad experience with Turbine's customer service. Tried to reactivate my account and ended up getting charged for the expansion which I did not want. The resub was somewhat confusing compared to what I am used to.
Tried to resolve it with customer service and they refused to fix the matter. Cancelled immediately.
Bottom line: A company with a good product can afford good customer service, and a company with a bad product cannot afford to let go of any dollar they get their hands on.
Thats why I always like having a box copy instead of digital download......... The game isnt that fun anyway spend your 30 bucks on something else.......
First off I'd like to reply to your comment on Tubine being stellar.
Ever play AC2? Yeah, DDO has the same crappy CS as well.
As a matter of fact LOTRO in my experience has had the same team of nimrods who took three days to get back to me on a triple charge on the orginal core game.
{ Mod Edit }1.) I never said they were stellar. I just stated that I would give them the benefit of the doubt because they ARE so widely respected.
2.) yaaaaaaaah...that wasn't telling a story. That was throwing a temper-tantrum. The beginning was a story...the rest was a QQ fest. Good grammar and not flying off the handle will make you seem much more organized. It gives credibility to a post.
3.) Sometimes people need to act like a prat to get the point across. I responded to him the same way he addressed others in this thread.
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Guys! I'm hopelessly lost in a mountain of mole hills! Them damn moles!
The funny part about all of this is he can just call his credit card company and do a charge back. There is absolutely no reason to come to a message board whining about it.
If he had bought a product with no hope of getting his money returned then i would have cut him some slack. I don't like being screwed over either. The fact is if you don't know how secure you are using a credit card online then you are not mature enough to own one. That should be one of the first things you should do some research on when you decide to shop online. Your rights.
Like others said, all you have to do is call your CC company.
Sucks you had problems... but with that said, given how you talk to others here, I'm not too surprised that they are not going out of their way to help you.
Whether they are supposed to or not, if someone was talking to you like you are talking to others, would you want to help them?
Especially if someone is attacking YOU, when YOU were not the person who made turbines system mess up? You can try to justify it that their company are "thieves with bad support" but that does not change the fact that the people from support WERE trying to help you and they got attacked FOR trying to help you.
Have you ever tried to help someone and had them attack you for it? It's fairly degrading because they are showing no appreciation whatsoever. Which inevitably brings up the question - "Why should I help this person?"
It's a funny thing, that most of the time, humans habitually work off of reactions. Sadly, you may have gotten to experience this first hand. Hope you can learn from it.
First of all, your side story is a little off. I downloaded LoTRO + Moria in around 5 hours the other day, their downloader BLAZED once I got the ports configured.
Secondly, judging by your post, I would assume your communication skills may be causing a problem with customer service. Did you send the same type of message to customer service?
Fibsdk, wow at first I thought you were just ignorant man who never chargeback anything in your life
and just guessing how it works.. But you just became a troll with that assumption.. a complete disgrace
as all the other haters display.. This is the reason CS on game companies dont give two shits anymore
and dont offer support.. do you see how you act? This is what they deal with and dont care anymore
and honest people like me get screwed because of it..
Next off, You dont call your bank and say, hey I never got my item, gimme my money back, and they go
oh sure thing guy, ok here ya go.. They ask questions... The first qeustion they ask, is it tangle or intangible goods.. Oh Shit Intangible... they have policies now to follow.. Next they ask more questions.. Next thing you know, they are MAILING you forms to fill out and sign and send back.... This takes, time, and MONEY... and its a headache most don't deal wtih.> Turbine knows this.... Thats why they will not refund... One, in hopes to get the monthly fee again, and or you quit cuz its a headache not worth $30 measly dollars..
Next as far as my story.. tbh, It didnt end there, I had more experiences where I order still and it still denies me to even be able to order to this very moment.. they dont fix it.. I just get sick of writing 5 page post..at first i think it not take so long but, much much to tell..
So hate all you want... I learned something about forums tonite.. It's you jerks that have to always attack an OP that make forums and CS so so bad... I see now very clearly, and maybe I can make new company provide proper knowledge, you know now all business understand online / gamer mentality.. all they know is go to work, go home atch tv, wash, rinse repreat....
They dont care.. and its all cuz of you, not me the true horror victim
I agree with the charget back and others had trouble with digital down load as well.
Here is a just in game happening still tead....
Finished with a group a large group epic chain. One of those where you advertise lfg for a while get the group together get to the epic quest spot finish the long chain. Everyone's journal gets updated except mine. I submit a bug report. A short while latter csr contacts me.
I relay the problem mentioned everyone's epic quest journal updated after completion of the chain except mine. I tell them that. I get this " you went into a instance that was like the quest chain but not the quest chain therefore your journal did not update. I reported back that everyone in the groups journal updated except mine. We did not die, we completed said goals and they all progressed i did not. Could they kindly update my journal?
Again he stated we went into a fake instance this time therefore only i did not get the credit for completing the quest chain. Still being reasonable i asked why is it there journal updated and mine did not. All i got back is "thank you for playing lord of the rings on line" have a safe journey in middle earth
Dang nabit no journal is not updated. The problem comes when the epic part is attached to entering another area and procedding a head . So while this game has less bugs then other games out not getting updated for a major quest which is tied to entering another area is pretty hard to work around
Zoey, if you EVER EVER See that agan, take a screen shot and post it here and everywhere IMMEDIATELY!!!
I had no problem ordering the digital download at all. It was also fairly fast (~5hrs). I was, however having a problem logging into their forums. I submitted a ticket and the next day there was a response and a resolution to my situation. I have nothing but "Kudos" for the support team at Turbine. I treated them with respect and they acted in kind. Coming to the boards and /spitting on people is no way to get a resolution. If you treated the support staff like you have acted here, then there maybe a reason it takes a while to get that reponse to your tickets. Just a thought.
5 hours, do you realize at your connection speed of comcat 15mbps digital fiber cable it should take 30 minutes if that if it was simply zipped? Lol
You also missed key points in the story...
1. The company has had the same problem for a now known 10 days.. I billing problem
they are aware about is happening to everyone, and letting it continue until "they get around to it"
2. They treat customers like shit, picking and choosing ones the ops at the time feel like helping
3. They keep money not rightfully theirs, trying to force an issue to resubscribe, even though they really want to ban the person supposedly..
4. They didnt respnd to the nice emails, but the ones I send nasty messages got instant replies.. Gee they are screening.. of course, we already learned this..
5. still 3 days later after my problem, they are still having the same problem, known fact now
6. Still today a month they dont understand error 40001 and why its happenng.. Actuall they do, they dont want to spend the money to fix it.. after all they are profiting since its changing FOUNDERS To NON FOUNDERS and increasing their monthly bill
I was just commenting on your "waiting two days" tale. I didn't want people to get the wrong impression. That's all.
Not everyone, and practically just about NOONE cept a few major cities have fiber, enjoy it.. But its about 5% of the world, well america anyhow... EUROPE is better
I had absolutely no problem downloading the whole game on 15mb cable from time warner.
and time warner has been having a LOT of routing issues of late. so much so that i had to use opendns.
i know you arent going to like hearing this, but it appears theres been a pebkac error on your end.
i would call the good folks at geek squad or frys (since firedog is out of business) and let them know youve had a pebkac error with your internet connection and they'll be able to help you determine how to fix the issue.
Games i'm playing right now...
"In short, I thought NGE was a very bad idea" - Raph Koster talking about NGE on his blog at raphkoster.com
I think we are straying from the main topic, now. Sorry, if I was the cause of the derail. I think the topic is Turbine support. I. myself, who RECENTLY dealt with them, had no problem. They were fast and courteous. I am sorry that your experience wasn't so. I do hope you get your money returned to you, either by your CC company or Turbine.
Can't comment on the account and download side, as being an EU customer I deal with codemasters, not turbine. However, regarding the request for a refund... Simple. Treat them as you'd want to be treated. The person who has to read the abuse you send is NOT the person responsible. Sending them the most vile cest pool of abuse possible is just going to make them NOT want to help. I worked at a call centre doing pc support for 3 years, and got a lot of people who would be agressive right off the bat, because they felt the company was in the wrong. Wether they were right or not doesn't factor into it, I still didn't want to be thier punching bag, so if they didn't cool it, I'd tell them to call back when they have.
You can't expect a company to honour any request when all you do is fling back abuse. They had already AGREED to refund you, but had also offered an alternative, just as a final check for you. You were the one that flipped over it, when all you needed to say was "no, thank you, i'll just take the refund". So next time, think about the people you're going to be dealing with as well as yourself.
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Currently playing: Rift
former player of: DAoC, Everquest 2, Guild Wars, SWG (pre-NGE), WoW, Warhammer online, LotR:O
You sir, dont know the first thing about American Business...
Stick to your pompous attitudes over there in the big E..
Watch what is going to happen when this Darkfall comes out... you thought americans were ripping Funcom apart? Just wait and see what Americans truly expect when this unproffessionally handed darkfall release tries to accomodate USA at launch lol...
It's going to earn the nickname the Screeming Mimi's
If American business consists of He Who Swears the Most Wins, then I'm sure glad not to be over there... Oh, wait, it isn't... you may be under the impression that you can treat anyone the way you like, but the same works in reverse, the company in question has the right to refuse service to those deemed as showing hostility, in whatever form that may be. And that's NOT just a European thing. Learn to be polite, and you just might get things done to your liking more often, otherwise, just expect people to be just as difficult back at you.
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Currently playing: Rift
former player of: DAoC, Everquest 2, Guild Wars, SWG (pre-NGE), WoW, Warhammer online, LotR:O
i feel rly soz for the OP's issue with Turbine, however, my experience was different from yours and i owe the audience here to know that Turbine isnt all that.
I started the LOTRO trial, but wanted to play the new classes (didnt care much for the old ones), so I bought LOTRO MoM digitally, downloaded it, and started playing immediately (fresh player, not resubscriber). When the trial ended (keep in mind i had a complementary month with the purchase, the account suspended and i received an email saying i should resub if i wanted to play more.
Needless to say, i sent the Customer support an email telling them the misunderstanding that happened. 2 to 3 hours later, my account was reactivated and an apology email was sent to me.
I know for a fact that WoW's customer support isnt as good as the one i experienced from Turbine.
Note: after writing the post, i realize i may have dealt with CodeMasters (LOTRO EU) and not with Trurbine directly.
Played: Earth'n'Beyond-WoW-EvE-EQ2-LoTRo-PotBS-CoV-Vanguard-FFXI-DDO-L2
Sorry you had a bad experience, but it wasn't typical of my interactions with Turbine support.
As someone who worked in customer service (I ran the support/help center for an ISP with ~1m customers), my natural suspicion is that you started to antagonize whatever poor rep you were dealing with first. Your attitude here suggests you walked into it with a "fix everything now! jackass!" snarl about it, which is just a totally unrealistic expectation of what CS can do and how fast. Even from your distorted version of the story, itsounds like they offered you a way out and you threw it back at them.
As for your download issues, it could be ISP related or could just have been problems that day. Everyone I know DL'd it over cable just fine in reasonable time with no issues at all.
P.S. As for the chargeback, if you get that much BS from your bank trying to contest a ~$30 charge, get a new bank. It's not generally that hard.
You just lost all credibility with that post. First you come off as the one with the pompous attitude and second, Customer Support in American Business is run pretty much the same way as in EU Business. I lived in the US for 10 years and I know for a fact that businesses react very badly to clients acting like asses over there. If anything, they have lower tolerance for that kind of behaviour than here in the EU. Third, you just proved yourself a xenophobe.
Back in EvE. Started with BatMUD. Main MMOs have been EvE and DAoC.
This is not a bug.. You just clikced on the wrong option when entering the instaces which isnt anything that GMs should bother with. Just do the quest again but remember to click on the Quest and not the instance when talking to the NPC, Ive done this misstake aswell...
But what quest was it? The only quests that are required to open up new areas are the noob instance, book 6 in angmar and book 1 for Moria and they are all solo quests and doesnt require you to complete anything before that.
If WoW = The Beatles
and WAR = Led Zeppelin
Then LotrO = Pink Floyd