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Very displeased with Horizons so far
nthnaoun
Member Posts: 1,438
First off, I am easy to please. Just have everything working as intended and don't try to screw me over.
Well I haven't even played the game yet, but I was trying to with my 60 day account I won.
So I input my credit card information and it game back with the following message: Error Recieved: Decline
So I double checked my CC information and it was accurate, which means one thing...they tried to charge my Credit Card more than the $10 I had in the account. This displeases me, because if I did have the money in there, it would be gone, because Horizons charged my account before the 60 day free trial was over, which is against what they said they were going to do, which is shady. I get paid on Friday, so I would of course have the money in my account and would have it there when the 60 day free trial was over, but the balance of my account shouldn't matter right now, because THEY AREN'T SUPPOSED TO CHARGE MY ACCOUNT UNTIL THE 60 DAY TRIAL IS OVER!!
I sent in a customer service form for help on their website. This is another problem. I am used to and like being able to call the company I have a problem with so I can get immediate results. Not wait around for 24 hours for a response over my email. I categorize this as bad customer service, because every company should have phone support. I have a problem now and want it resolved now, not in a day or so.
If you have any insight on this matter, please enlighten me, because I can't figure it out. I've played many MMO's and know the standards for credit card charging. Charging a credit card before the trial is over is shady and against what every company says they do, including Horizons. I've heard of some sites charging your credit card $1 to be sure it is active, but not over $10.
One last thing. I went to their knowledge base to see if there were any situations like mine and guess what? The knowledge base page was blank, not a word there. Thought it was a flaw with the page, so I reloaded the site 3 times and the same thing. They don't have any knowledge or anything on their knowledge base.
I really wanted to play this game, because I am a roleplayer and the community seems mature, but after this...I'm not so sure. I refuse to play this game if they are going to charge me first, before I even play the trial.
Comments
Hope you get this worked out to your satisfaction. Youd porbably like the game..i do so far.
We've recently had an upgrade to our subscription services that's allowed for more flexibility but are using a different company.
We're not aware of a reason this should be happening.
You're welcome to email me directly at ophelea@tulgagames.com if you have further questions while I search for an answer.
Also, the knowledge base on the forums is for the FORUMS themselves. We're preparing a new knowledge base due to the changeover - until it's complete, anything we post would be incorrect.
Working on it!
Active Cases for
Cases awaiting a response from a Customer Service Representative
This is why there needs to be phone support. I submitted this at 10:25 today as you can see above and I'm still waiting on a response from Customer Service. Mythic Entertainment, which was my first MMO company 4 years ago has Phone support and resolved the issue on the phone. This would have been resolved by them by 11am. It is now after 6pm and I haven't gotten even a response. Tell me why I should leave a company like Mythic for a company that can't even handle my situation in 7 hours. It's piss poor customer service.
Ophelea, if your the CR for Tulga, I am sorry. You've been kind always, but they should hire more help if you're not able to handle the work load in a timely manner when compared to other MMO companies. I don't have to say this, but I will. Tulga competes with several other MMO companies for business and if the customer finds Tulga lacking compared to their current MMO company, Tulga won't gain any business. The purpose of giving us these free trial accounts is obviously to attract new players and for those new players to spread good word, so that Tulga can make more money. So why is it they choose an inferior form of customer service when compared to their competitors.
Again, Ophelea, I like the way you've presented yourself on these forums and I thank you for your help. I am not personally attacking you, but the methods Tulga uses to handle CS issues. I copied and pasted the case number and so on above, so that you may better be able to help me.
Please understand that I am very fustrated and displeased at the moment. I am a fair person and very tollerant. After all, I would still play SOE games, and you know how bad they are. I just want this handled ASAP. I'm a nice person, I just demand good customer service. I don't expect things to be perfect, but when they aren't I expect timely and positive results when I file a ticket.
Thank you.
I'm aware of your ticket number and the person who works the tickets has a backlog due to the aforementioned change in subscription services.
He's worked over 100 today so far.
This is a MUCH MUCH smaller company than Mythic.
In the amount of time on the phone with you, 5-7 email tickets would have been completed and your ticket would not have been completed as it is not a problem on our end but one of the end of the billing company.
That is who I've sent the information to and am working with.
If Mythic does their own billing, then yes, they could have solved it, but we do not. You reported it at 10:25 am, I learned of it at 11:30 am but could not get the information I needed until after the person I needed to speak to returned from lunch.
I posted at 1:16 local time, less than 3 hours later. It's now 4pm and the only thing holding up resolution is a response from the billing company.
You will be taken care of!
That you feel we're taking our time, I'm sorry. That simply is not the case. Whatever impressions you may have of this game, whether you decide to stay or go, I hope that you understand exactly how important each player is to us.
I'll keep you posted.
Thanks for responding yet again. I'm glad you are on top of it and I can honestly understand the difference of companies due to size. What I've seen from you is a commitmet to good customer service and that much I can appreciate.
Now, how long does this sort of thing take? I would really like to log into my account tomorrow at latest. Any information you can give me will be great. My email is nthnaoun@yahoo.com, you can reach me there when you come to know what the status of my ticket is. I like to keep updated. I got fustrated on my last post, because it was 7 hours since I heard from anyone. I like to get frequent updates on my ticket, even if there isn't much to say. It just tells me that I haven't been forgotten or lost in the shuffle and that my problem is still fresh in everyone's minds. I know that can sound selfish of me, but that is what every customer wants. I worked customer service too for a while and I know how thank less the job is. That is why I try to express myself clearly and try to be respectful the best I can. I get fustrated and take it out on you guys and for that I thank you for your patience. When you can deal with that with a smile on your face, you have earned my respect for you and your company. With that attitude I am able to conjure up a little more patience, while I wait on you all to finish your job.
Thanks again.
IF anyone else has this issue, PLEASE PM ME.
Because of this, I don't have a fixed ETA for you. The answers I await come from the billing company but I can assure you I will keep you posted.