Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I find it interesting that SoE has chosen to blame STEAM for the issue here when it was explicitly stated by SoE's president, [redacted], that the refunds were being handled through SoE and NOT by STEAM. It is rather convenient then that now when there is an issue collecting on that refund, it is somehow STEAM's fault. Either the refund is a lie or you're lying about STEAM being to blame for your refusal to refund my money. Which is it?https://twitter.com/j_[redacted]/status/556142754254704641https://twitter.com...⇄ />
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have never cheated on a game a day in my life. The fact that they refuse to show any evidence to the contrary in itself us prof that they don't have any. Give me my money back and this can end...no other way...
Regards,
[redacted]
Unfortunately the tech support department would not have access to logs giving us complete details of your system and all issues you encounter. We only have what you provide us. And we only know you are having a problem when you contact us to let us know. We would not be able to grant you more than the 2 weeks of time that has already been granted. Also even though there was a problem affecting some 32 bit users it was not across the board. Troubleshooting still has to be done to find the exact problem a user is having. And we can only help you do as much troubleshooting as you are willing to do. But on this issue you declined the very first step which does not give us any options. I am sorry you encountered a problem, and we have already granted the time from when you contacted us to when you switched to a 64 bit OS. But we would not be able to grant time from before you contacted support.
Posted below is the receipt I received from steam for the purchase. My username on the service is [redacted]. The username of the person whom I gifted the game to is [redacted]. He has attempted to contact SOE as well and like myself has received no response.Dear [redacted]
Thank you for your...
recent gift purchase on Steam. Your gift has been sent to Joe.
If you're new to Steam, you can install the free Steam application at any time:
http://www.steampowered.com/getsteam
To check the status of your gift purchase, launch the Steam application on your PC
and, from the "Games" menu, select "Manage gifts & guest passes..." Once your
friend has redeemed their gift in Steam, your gift's status will change from "Sent" to
"Redeemed."
This email message will serve as your receipt. You can also access your Purchase History
online at any time.
If upon your original request for refund, you were simply directed to Steam support to get it, that would not have been a complete answer, I'm afraid. The fact of the matter is that you made the purchase through Steam, and they have a strict no-refund policy. As you did not make the purchase directly from us, there is no transaction to refund.
As for the forums, I was able to log in there with your account without issue. Do you have the correct link? https://forums.station.sony.com/landmark/index.php
Unfortunately releasing specifics on detection, no matter how minor it may seem, can be used to avoid further detection in the future. Therefor as a policy those details are never released as it would compromise our ability to police this activity.
According to our records the customer's account, [redacted], has not made a purchase with Sony Online Entertainment since June 14th, 2014 and has not purchased a membership for the account since November 20th, 2013. The customer claims in their report that they are unable to...
fully use their purchase, but as of this time has provided us with no details on what limitations they are facing (Ticket [redacted]) aside from stating, and I quote, "Your game allows other players to have to much control over your game". Unfortunately, this vague accusation is not grounds for any kind of compensation, nor is it a valid reason for us to offer an out of policy refund.
While we have offered support for these in-game issues, the customer has provided us with no additional details about what issues they are facing exactly, so we are unable to assist them further.
As of this time we will be standing by our decision, and will not be offering a refund or compensation for the issue that customer currently claims to be encountering. If there are additional issues occurring within our game software the customer is more than welcome to contact our services once again for further support so long as we can obtain additional details about the exact problem.
Regards,
[redacted]
Sony Online Entertainment
We are certainly not blaming Steam for anything. The fact of the matter is that we are not the same company, and you made your purchase through them. One of the terms of the purchase you made with them is that they have a no refund policy. It should be noted that software purchased directly from us, as well as most other software of all kinds, carry the same no refund policies.
Greetings,All software purchases are non-refundable as stated at checkout. This is pretty much universal for software and doesn't reflect just the policies of [redacted] Games.In addition, the expansion in this case was given to this account as a gift, so there is no purchase of the expansion on this...
account to dispute.We have always policed our forums according to the guidelines set forth in our Terms of Service and retain the right to do so. Any posts removed would have violated those terms.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Removing one of the core benefits of a subscription, and "updating subscribers via social media" does not cut it. People who are not actively playing would not be checking social media, and mass mailings generally go straight into Spam e-mail folders. I would wager that the vast majority of people who ARE actively playing still do not see your social media postings either. It's a nice thought... for the 5% of people who actively look at commercial postings on social media websites.Any way you try to spin it, the bottom line is that it is still a sneaky business tactic, meant to dupe paying players (whom are keeping your company afloat amidst a sea of non-paying players) out of their money as much as possible, while attempting to cover your bases by making a post on a website that is not even frequented by the majority of players! Imagine if a magazine company posted on their website that going forward, all current magazine subscribers would no longer receive their magazines, unless every month they actively request that month's issue... it's a completely ludicrous idea! How do you even justify that change? Is it just a matter of hoping that nobody notices the fine print, and unaware players continue to pay money for no benefit, lowering the cost to your company?
Regards,
[redacted]
Greetings,The refunds were done as a measure of good faith, and were neither forced nor required. We heard the customers requests and did our best to honor them. The refund process was enabled through Steam and all refunds were done by Steam. We have no control over how they do it or what their limitations might be. If Steam chose to deny the refund of a gift purchase, that is beyond our control and the issue would need to be taken up with Steam, as we have no ability to refund orders done through Steam here in our office.I apologize for the frustration associated with the gift purchase, and hope you find a quick resolution.Regards,[redacted]Sony Online Entertainment
We feel the refund policy is very relevant. While we do apologize that you missed the temporary offer, there is nothing else we can do for you in this matter. You can always submit a ticket with Steam and see if they can help you out.
QFormat="true" Name="Normal"/>
I apologize that you made the purchase and ended up disappointment, but it was ill-advised to do that going in knowing the system requirements. Minimum System Requirement are posted for a reason, and that is to set a benchmark for what hardware you would need to have to be able to expect to play the game and for us to provide support for. I'm unfamiliar with exactly what forum post you are referring to. You can provide a link if you like. It is most likely that someone said that we would not specifically prevent you from entering the game below minimum specifications, but that does not mean to ignore them. It means that some machines might work, but no guarantees. What you should have done was contact our Customer Service department before your purchase to ask if you could reasonably expect to play on your machine. We would have said not to buy it, as your computer is far below minimum specifications. It was not made with gaming in mind at all.With regards to a refund, we offered a refund opening weekend for a very limited time only, due to a controversy involving a game mechanic. This was for people who purchased the game on the first day who were upset about a specific decision the developers had made. We were able to work with Steam to get them to offer refunds for that first weekend. As they are a completely different company with whom the purchases were made, the refunds would have to come from them. As that time has now passed, purchasers are now bound by the regular Steam refund policy, which is no refunds. It should be noted that SOE, as with most software companies, also has the same no refund policies. Furthermore, it seems you are mistaken about what the payment was for. The game will be free to play once it is actually released. It is currently offered as part of the Early Access Program on Steam. It is clearly stated that you are paying for access to the game at this stage of development to help test and participate in the development of the game.Steam Refund Policy hereYou can find out more about H1ZEarly Access and the concept behind early access in helping to build the game here
As stated by the agents you have spoken with on the matter, the changes to the membership bonus were conveyed to our players through several communication outlets (email, Facebook, Twitter, forums, etc.) for several weeks prior to the implementation of those changes. As for the...
membership, as per our Terms of Service, all fees are pre-paid and non-refundable, regardless of whether you've played or not. I'm sorry you missed the announcements about the 500 SC changes, but we can not accommodate your wishes in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm sorry, but as I said, I did try the latest drivers and it didn't help. This wasn't an issue with my computer, it was (and still is!) an issue with the 32bit game client. The issue tracker still show this. I did not continue the path with tech support because after 30 years in the IT industry, I know when I am getting the run around when it comes to support. You know there is a problem with the client. You know that the issue affected 32bit users. You know from logs that I used the 32bit client. You know from logs how often I disconnected and restarted during that time. And you know from logs that I sent in a tech support request much after that initial bug. What you don't know is that I waited to give SoE a chance to fix it first.If you refuse to admit that you have all of the information necessary to justify that I had the issue before the initial support contact, then I am wasting my time and I reject your offer. At this point, this whole ordeal has wasted more time than the $20 of subscription fees is worth to me. However, you will lose a paying customer who would have already spent much more than the $20 in services for which I was asking.
Regards,
[redacted]
This account was temporarily suspended for violation(s) to our Terms of Service. This is the second such event on this account. We do not release details of specifically what was detected, or when or how we came to this conclusion. However, removing people...
from our game for any length of time is not a decision we take lightly.
We can't comment on this particular account as no account was given here and the email does not appear to associate to any accounts in our system. We also checked with Mr. [redacted] and he was unable to find any correspondences using that email alias.
If a player has set up...
a recurring account, it will continue to bill until cancelled by the player or by billing support.
Whenever an account is cancelled by the player, an email confirmation is sent to the email on file. Cancelling via billing support will yield a reference number.
In order to verify if the account was previously cancelled, you would need to provide one of those two things (the cancellation receipt email or the reference number).
Unless the player can provide one of those, then we would be unable to honor a refund request as it appears that the account was never properly cancelled.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I find it interesting that SoE has chosen to blame STEAM for the issue here when it was explicitly stated by SoE's president, [redacted], that the refunds were being handled through SoE and NOT by STEAM. It is rather convenient then that now when there is an issue collecting on that refund, it is somehow STEAM's fault. Either the refund is a lie or you're lying about STEAM being to blame for your refusal to refund my money. Which is it?https://twitter.com/j_[redacted]/status/556142754254704641https://twitter.com...⇄ /> Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have never cheated on a game a day in my life. The fact that they refuse to show any evidence to the contrary in itself us prof that they don't have any. Give me my money back and this can end...no other way...
Regards,
[redacted]
Unfortunately the tech support department would not have access to logs giving us complete details of your system and all issues you encounter. We only have what you provide us. And we only know you are having a problem when you contact us to let us know. We would not be able to grant you more than the 2 weeks of time that has already been granted. Also even though there was a problem affecting some 32 bit users it was not across the board. Troubleshooting still has to be done to find the exact problem a user is having. And we can only help you do as much troubleshooting as you are willing to do. But on this issue you declined the very first step which does not give us any options. I am sorry you encountered a problem, and we have already granted the time from when you contacted us to when you switched to a 64 bit OS. But we would not be able to grant time from before you contacted support.
Posted below is the receipt I received from steam for the purchase. My username on the service is [redacted]. The username of the person whom I gifted the game to is [redacted]. He has attempted to contact SOE as well and like myself has received no response.Dear [redacted]
Thank you for your...
recent gift purchase on Steam. Your gift has been sent to Joe.
If you're new to Steam, you can install the free Steam application at any time:
http://www.steampowered.com/getsteam
To check the status of your gift purchase, launch the Steam application on your PC
and, from the "Games" menu, select "Manage gifts & guest passes..." Once your
friend has redeemed their gift in Steam, your gift's status will change from "Sent" to
"Redeemed."
This email message will serve as your receipt. You can also access your Purchase History
online at any time.
H1Z1 Premium Edition 39.99 USD
Subtotal:
39.99 USD
Tax:
0.00 USD
Total:
39.99 USD
Payment Info:
Visa ending with 6203 39.99 USD
Confirmation Number:
[redacted]
Date confirmed:
Thu Jan 15 17:15:16 2015
If upon your original request for refund, you were simply directed to Steam support to get it, that would not have been a complete answer, I'm afraid. The fact of the matter is that you made the purchase through Steam, and they have a strict no-refund policy. As you did not make the purchase directly from us, there is no transaction to refund.
As for the forums, I was able to log in there with your account without issue. Do you have the correct link? https://forums.station.sony.com/landmark/index.php
Unfortunately releasing specifics on detection, no matter how minor it may seem, can be used to avoid further detection in the future. Therefor as a policy those details are never released as it would compromise our ability to police this activity.
According to our records the customer's account, [redacted], has not made a purchase with Sony Online Entertainment since June 14th, 2014 and has not purchased a membership for the account since November 20th, 2013. The customer claims in their report that they are unable to...
fully use their purchase, but as of this time has provided us with no details on what limitations they are facing (Ticket [redacted]) aside from stating, and I quote, "Your game allows other players to have to much control over your game". Unfortunately, this vague accusation is not grounds for any kind of compensation, nor is it a valid reason for us to offer an out of policy refund.
While we have offered support for these in-game issues, the customer has provided us with no additional details about what issues they are facing exactly, so we are unable to assist them further.
As of this time we will be standing by our decision, and will not be offering a refund or compensation for the issue that customer currently claims to be encountering. If there are additional issues occurring within our game software the customer is more than welcome to contact our services once again for further support so long as we can obtain additional details about the exact problem.
Regards,
[redacted]
Sony Online Entertainment
Hello, thanks for your response and sorry for my delay.My account name on the SOE service is:[redacted]
We are certainly not blaming Steam for anything. The fact of the matter is that we are not the same company, and you made your purchase through them. One of the terms of the purchase you made with them is that they have a no refund policy. It should be noted that software purchased directly from us, as well as most other software of all kinds, carry the same no refund policies.
Greetings,All software purchases are non-refundable as stated at checkout. This is pretty much universal for software and doesn't reflect just the policies of [redacted] Games.In addition, the expansion in this case was given to this account as a gift, so there is no purchase of the expansion on this...
account to dispute.We have always policed our forums according to the guidelines set forth in our Terms of Service and retain the right to do so. Any posts removed would have violated those terms.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Removing one of the core benefits of a subscription, and "updating subscribers via social media" does not cut it. People who are not actively playing would not be checking social media, and mass mailings generally go straight into Spam e-mail folders. I would wager that the vast majority of people who ARE actively playing still do not see your social media postings either. It's a nice thought... for the 5% of people who actively look at commercial postings on social media websites.Any way you try to spin it, the bottom line is that it is still a sneaky business tactic, meant to dupe paying players (whom are keeping your company afloat amidst a sea of non-paying players) out of their money as much as possible, while attempting to cover your bases by making a post on a website that is not even frequented by the majority of players! Imagine if a magazine company posted on their website that going forward, all current magazine subscribers would no longer receive their magazines, unless every month they actively request that month's issue... it's a completely ludicrous idea! How do you even justify that change? Is it just a matter of hoping that nobody notices the fine print, and unaware players continue to pay money for no benefit, lowering the cost to your company?
Regards,
[redacted]
Greetings,The refunds were done as a measure of good faith, and were neither forced nor required. We heard the customers requests and did our best to honor them. The refund process was enabled through Steam and all refunds were done by Steam. We have no control over how they do it or what their limitations might be. If Steam chose to deny the refund of a gift purchase, that is beyond our control and the issue would need to be taken up with Steam, as we have no ability to refund orders done through Steam here in our office.I apologize for the frustration associated with the gift purchase, and hope you find a quick resolution.Regards,[redacted]Sony Online Entertainment
Username is [redacted]
We feel the refund policy is very relevant. While we do apologize that you missed the temporary offer, there is nothing else we can do for you in this matter. You can always submit a ticket with Steam and see if they can help you out.
QFormat="true" Name="Normal"/>
I apologize that you made the purchase and ended up disappointment, but it was ill-advised to do that going in knowing the system requirements. Minimum System Requirement are posted for a reason, and that is to set a benchmark for what hardware you would need to have to be able to expect to play the game and for us to provide support for. I'm unfamiliar with exactly what forum post you are referring to. You can provide a link if you like. It is most likely that someone said that we would not specifically prevent you from entering the game below minimum specifications, but that does not mean to ignore them. It means that some machines might work, but no guarantees. What you should have done was contact our Customer Service department before your purchase to ask if you could reasonably expect to play on your machine. We would have said not to buy it, as your computer is far below minimum specifications. It was not made with gaming in mind at all.With regards to a refund, we offered a refund opening weekend for a very limited time only, due to a controversy involving a game mechanic. This was for people who purchased the game on the first day who were upset about a specific decision the developers had made. We were able to work with Steam to get them to offer refunds for that first weekend. As they are a completely different company with whom the purchases were made, the refunds would have to come from them. As that time has now passed, purchasers are now bound by the regular Steam refund policy, which is no refunds. It should be noted that SOE, as with most software companies, also has the same no refund policies. Furthermore, it seems you are mistaken about what the payment was for. The game will be free to play once it is actually released. It is currently offered as part of the Early Access Program on Steam. It is clearly stated that you are paying for access to the game at this stage of development to help test and participate in the development of the game.Steam Refund Policy hereYou can find out more about H1ZEarly Access and the concept behind early access in helping to build the game here
As stated by the agents you have spoken with on the matter, the changes to the membership bonus were conveyed to our players through several communication outlets (email, Facebook, Twitter, forums, etc.) for several weeks prior to the implementation of those changes. As for the...
membership, as per our Terms of Service, all fees are pre-paid and non-refundable, regardless of whether you've played or not. I'm sorry you missed the announcements about the 500 SC changes, but we can not accommodate your wishes in this matter.
My account name on the website is: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm sorry, but as I said, I did try the latest drivers and it didn't help. This wasn't an issue with my computer, it was (and still is!) an issue with the 32bit game client. The issue tracker still show this. I did not continue the path with tech support because after 30 years in the IT industry, I know when I am getting the run around when it comes to support. You know there is a problem with the client. You know that the issue affected 32bit users. You know from logs that I used the 32bit client. You know from logs how often I disconnected and restarted during that time. And you know from logs that I sent in a tech support request much after that initial bug. What you don't know is that I waited to give SoE a chance to fix it first.If you refuse to admit that you have all of the information necessary to justify that I had the issue before the initial support contact, then I am wasting my time and I reject your offer. At this point, this whole ordeal has wasted more time than the $20 of subscription fees is worth to me. However, you will lose a paying customer who would have already spent much more than the $20 in services for which I was asking.
Regards,
[redacted]
This account was temporarily suspended for violation(s) to our Terms of Service. This is the second such event on this account. We do not release details of specifically what was detected, or when or how we came to this conclusion. However, removing people...
from our game for any length of time is not a decision we take lightly.
Greetings,
We can't comment on this particular account as no account was given here and the email does not appear to associate to any accounts in our system. We also checked with Mr. [redacted] and he was unable to find any correspondences using that email alias.
If a player has set up...
a recurring account, it will continue to bill until cancelled by the player or by billing support.
Whenever an account is cancelled by the player, an email confirmation is sent to the email on file. Cancelling via billing support will yield a reference number.
In order to verify if the account was previously cancelled, you would need to provide one of those two things (the cancellation receipt email or the reference number).
Unless the player can provide one of those, then we would be unable to honor a refund request as it appears that the account was never properly cancelled.
Regards.