This is Sony Online Entertainment's (SOE) idea of customer service. This is how they handle business. Make of it what you will. I put in my complaint. Customer By Web Form (MYNAMEHERE soe) 07/05/2013 09:38 AM today sc is advertised as $27 us. for 5000, and you charged me $45 us. I have not heard back so... Customer By Web Form (MYNAMEHERE soe) 07/05/2013 09:42 AM i want the excess that was stolen by your system refunded immediately. I now realize, they probably are not going to look up my acct. and its purchases. I will need to supply more info. Customer By Web Form (MYNAMEHERE soe) 07/06/2013 05:33 PM this is the order number from the e-mail.receipt Order Number: XXXXXXXXXX STATION CASH PURCHASES Station Cash Funding Purchase for DC Universe $45.00 Tax: $0.00 Order Total: $45.00 I get a response. Response Via Email (TSR Crystal B.) 07/07/2013 03:01 PM Greetings MYNAMEHERE, Thank you for contacting Sony Online Entertainment. For security reasons, we are unable to address your account issues without first verifying your identity. Please respond with all of the following information: - Your Real Name: - Station Username: MYNAMEHERE - Email Address: Please keep the format above. This will enable us to process your request more efficiently. Thank you for your patience. If you have any more questions or concerns, please let me know. For more information on your issue see the link(s) below: Answer Title: Promotional Station Cash™ Events Answer Link: http://help.soe.com/app/answers/detail/a_id/31262 Your reference number is: XXXXXX-XXXXXX Regards, CSR Crystal B. Customer Support Representative Sony Online Entertainment Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939 I fix some things with the acct. like filling in the blanks. Started to send but just fixed it, and sent all the info in one thing. Customer By Web Form (MYNAMEHERE soe) 07/07/2013 05:02 PM the acct is set up for MYOTHERNAMEHERE Station ID is MYNAMEHERE Email is MYEMAILHERE@Gmail.com I will set up acct. And fill in what I haven't. Now we can fix things. Right? .... Response Via Email (TSR Crystal B.) 07/07/2013 06:05 PM Greetings MYNAMEHERE, Thank you for verifying your account information with us. You did not receive the promoted 40% off price because the purchase that you made was on July 5th, which was outside of the promotional time window. The promotion was only available for the 4th of July. I apologize for any confusion. If you have any more questions or concerns, please let me know. For more information on your issue see the link(s) below: Answer Title: Promotional Station Cash™ Events Answer Link: http://help.soe.com/app/answers/detail/a_id/31262 Your reference number is: XXXXXX-XXXXXX Regards, CSR Crystal B. Customer Support Representative Sony Online Entertainment Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939 Well I have to disagree. Customer By Web Form (MYNAMEHERE soe) 07/08/2013 03:55 AM When I purchased the points, SOE's market still listed them as priced at $27. There is and was no reason for me to believe this was not correct. If you are telling me that the advertised price is not what I'm being charged, that is false advertising. If you are taking more then I agreed to you are stealing. I understand SOE servers may not have been updated, however SOE should still honor the advertised price. I have no doubt I am not the only one with this issue, nor the only one who saw the market that morning. SOE should make good on their end and refund the $18 they stole. There was no info or reason to make one question the validity of the advertised price anywhere that I saw. I hope we can get this taken care of promptly And the reply. Response Via Email (TSR Julia S) 07/08/2013 08:55 AM Greetings MYNAMEHERE, Yes, I am sorry for any misinformation you may have received, we are aware that the promotion was still being advertised incorrectly. Since it was a 4th of July promotion it was not to be eligible on the 5th, however, since there was an error we are willing to grant you an exrta 40% Station Cash for that purchase as a one-time courtesy. In the future, please be sure you are only taking advantage of the promotion during the designated time, especially if you are aware of a mistake in advertising. Your reference number for this contact is: XXXXXX-XXXXXX. Answer Title: Promotional Station Cash™ Events Answer Link: http://help.soe.com/app/answers/detail/a_id/31262 Regards, CSR Julia S. Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.soe.com/app/answers/detail/a_id/28939 OK. So, you know there was an error. I still do not have a refund. This is my fault because i didn't search every nook of cyber-space to find out how SOE doesn't honor their advertising. Again, I have to disagree Customer By Web Form (MYNAMEHERE soe) 07/08/2013 10:55 AM Thank you for the reply. For the record I had no idea the sale was over, nor any reason to believe it was. Also I would prefer a refund of the difference Futile.... I am aware at this point. Response Via Email (TSR Steven G.) 07/08/2013 01:00 PM Greetings MYNAMEHERE, Thank you for contacting Sony Online Entertainment. The sale was a 4th of July sale and the information on the promotion said that it was ending on the 4th of July. We can no grant you a partial refund. I have granted your account extra Station cash as was discussed previously. If you have any more questions or concerns, please let me know. Regards, CSR Steven G. If you have any questions please let us know. We have created this knowledge base to assist our customers in finding the answers they need https://help.soe.com. Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.soe.com/app/answers/detail/a_id/28939 Had no problem taking the money out. Just hard to put it back. At this point I see how SOE operates and I have made my own decisions about how or if I will do business with them in the future. Thought I would post this so others can make their own decisions as well. station cash [Incident: XXXXXX-XXXXXX] Inbox x SOE Customer Support <soesupport@soe.sony.com> Jul 16 (6 days ago) to me We have not heard from you concerning your request for support in the 168 hours since we sent you a response. Consequently, we have changed the status of your incident to SOLVED. To update or respond to this ticket, please visit our support site at www.soe.com/support. Incident Reference #XXXXXX-XXXXXX Summary: station cash Product Level 1: DC Universe Online Category Level 1: Account / Billing Questions Category Level 2: Question About Charges Date Created: 07/05/2013 09:38 AM Last Updated: 07/16/2013 12:23 AM Status: Solved Station Name: Server: Character ID: Gender: Guild Rank: Problem Description Character Name Discussion Thread Apparently, having marked this solved, they are happy with the way it was handled. And that is why I'm sure they won't mind me telling my friends what a stellar job they have done. cheers all.
I know its long and the cut & paste made it choppy, but i didn't want to misrepresent anything. so its all there.
Grim, I'm sorry about your negative experience. Mind pm'ing me your ticket reference number? I'll look into this to see if I can do something to help.
lets hope it doesn't do that to me as well. i made a purchase last night, and i was charged twice on my card. yet i didn't receive more station cash, which is fine by me, i would prefer my 5 dollars back. i sent in a ticket and currently waiting for a response. i did not yell, all i did was sent a polite message. but if i don't receive my money back, they will see how i will be a very unhappy camper.
and this is what i sent them. see, polite. Customer By Web Form (RaiderChampion soe) 08/18/2013 07:47 AM Last night, i had purchased 5 dollars worth of station cash for Dcuo. the first time i tried it, it said unknown error and told me to try again and if the the problem persisted contact soe. well i tried again and it worked, i got the 500 station cash, well i just checked my credit card and two purchases were made. this is unacceptable, i would like my refund of the first 5 dollars that were taken for no reason. i will attach a picture of the purchase. my soe account is RaiderChampion. order number is 1187433576 that is the only one i have. i dont want more station cash, let me be clear, i just want my 5 dollars back. i gave you 5 dollars for 500 station cash, that deal was done, the purchase took another 5 dollars and i got nothing in return. i just my money. Thank you for your time.
It can take up to a few days. We currently have a high ticket volume so responses are taking a bit longer than usual. I apologize for any inconvenience this may cause.
