Anyone else get double billed for UV? (Full Version)

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MKSheppard -> Anyone else get double billed for UV? (5/13/2002 7:46:41 PM)

Got this from Matrix today in my e-mail...

quote:


Dear Valued Customer,


Due to an unforeseen glitch in our billing system, your
credit card was double billed on May 8th for your
Uncommon Valor purchase # MTXxxxxx. We sincerely
apologize for this and wanted to let you know that
we have already issued a refund for $53.63 to your
card on file.


Thank you,


Matrix Games


GRRRR....I hate things like that, even if it's temporary.



Rolf -> (5/13/2002 8:27:42 PM)

Same thing happened to me too, so you're not alone. I'm not sure how much more of this I'm going to put up with myself. First the Fortress Europe fiasco and now this. Just once I'd like to place an order and have it go through with no problems.



juliet7bravo -> (5/13/2002 8:46:00 PM)

What was the Fortress Europe fiasco?



U2 -> (5/13/2002 9:22:49 PM)

[QUOTE]Originally posted by juliet7bravo
[B]What was the Fortress Europe fiasco? [/B][/QUOTE]

Dont go there buddy.



Von_Frag -> Same Here (5/13/2002 10:05:09 PM)

At least they caught it.



osros -> (5/13/2002 11:13:19 PM)

Same happen to me I called this morning about it, before I read this. At least they saw it..:)



Erik Rutins -> Double-billing... (5/13/2002 11:47:56 PM)

In response to customer requests, we put some new code in our store to allow pre-orders and to offer some pre-order discounts. We tested this code. Unfortunately there was a bug that would only show up when hundreds of orders had been processed and thus slipped through testing.

Fortunately, the bug was found and any errors in billing have been reversed before UV even ships. Sorry for the inconvenience, but fortunately no harm was done.

Regards,

- Erik



cyberwop -> me too (5/13/2002 11:57:29 PM)

I ordered on the 8th and got that email yesterday.



cyberwop -> correction (5/14/2002 1:32:29 AM)

I ordered on the 3rd.



Tuomas Seijavuori -> Problem placing an order (5/14/2002 2:26:02 AM)

I got an error message like this in the final page of the ordering process:

"Oops!

Your username, 'Tuomas%25252BSeijavuori', was not found in our database. "

I have ordered before using the same account and my billing address and credit card information were displayed correctly. Still I got the error when I click "CLICK HERE TO COMPLETE YOUR ORDER". I was trying to pre-order four (4) copies of Uncommon Valor.

Then I went on to the customer support page and created another account for that purpose. After I was done I got into trouble with that software too. My "user id was too long (max 15 chars allowed)". I hadn't been asked for any user id, nor was there any to be seen. I assumed it meant my name (which had been specifically allowed 35 characters). I did it all over again and was rewarded with a completed custyomer support request.

Don't get me wrong - I'm still in love with the company and I'm determined to get rid of my $222.87US. I'm whining just because I want Matrix Games to become even better.

:)



Hartmann -> (5/14/2002 2:59:45 AM)

I had the same problem. At least I could not use the account I had created on the mainpage (I know that this is a different one than the forum, so that's not it). As long as ordering does not require opening up a THIRD account, then there's something wrong with the database, I guess.

Anyway, there is the option to order without account, which I used in the end without problems.

Hartmann



Marc von Martial -> (5/14/2002 3:33:21 AM)

[QUOTE]As long as ordering does not require opening up a THIRD account[/QUOTE]

It does require a unique account. For obvious reasons ;)



Basement Command -> Have reimbursements been applied to all credit cards yet? (5/14/2002 4:36:02 AM)

Going out to my credit card company's website I see the double billing on my card, posted on the 8th. I do not yet see my reimbursement for the second billing yet. So right now I have paid twice, no return credit. Have all the reimbursements for double charges been processed through to the credit card companies yet? I realize there may be a lag before I see the new posting, but it's a tight month and I gotta ask. If it was not so momentous an occasion as the impending release of so long anticipated a game, I'da kept my credit card in my pocket till the next biling cycle.



dwtheriault -> double billed too, not happy! (5/14/2002 5:50:24 AM)

I, also, just checked online and my card was double billed on the 8th with no accompanying credit and the extra charge put me over my credit limit!!!!!!!! (I maintain a very low limit on my Discover card). And since Discover will now be charging me a $29 service fee for goin gover my limit, does this mean that Matrix games will fix that for me too, since they are the ones who double billed me??? It's not Matrix Game's fault I like to keep a low limit on this card, but it IS MG's fault for not issuing an immediate credit!

I would appreciate a response on this. I can understand double billing by accident then IMMEDIATELY issuing a credit, but, come one, this happened on the 8th and today is the 13th and there's still no credit!

Signed,
Not a happy customer.

PS Now this game is costing me and extra $29!!!!! Definitely NOT happy.



Hartmann -> (5/14/2002 6:13:41 AM)

Well, this is not the first time something like this happened to me, and - strangely - the effect is that I'm not *that* upset (as long as the reimbursement is coming without delay). I'm not very happy either, though, I have to confess.

Hartmann



David Heath -> (5/14/2002 7:20:15 AM)

Hello Everyone

Ok all the credits were put in on Sunday when we sent out the emails. The Credits were registered with the bank today and I do have confirmation from the bank on that. You should see the credit card in the next day or two.

As many of you know the old store pre-order system would charge you right away when you placed a pre-order. The new store system will not charge you until you we take the game off pre-order status. When the game is taken off of pre-order status we send the early orders into the warehouse so the labels and boxes can be prepared. During this process an error happened that caused a small amount of the customers to be double charged. This glitch was correct and should not happen again.

We were told that none of you should not be charge any over balance fees and if you are please contact me directly at [email]davidh@matrixgames.com[/email].

Uncommon Valor should start shipping on Tuesday and we will post a notice to that effect when we know it is a fact. Once again let me say we sincerely apologize for this.

If you have any question please feel free to email.

David



Sonny -> (5/14/2002 7:26:03 AM)

As long as they don't screw up the shipment of my game I guess I'll get over the charging mishap. I shoulda guessed when I had all those problems trying to place the order initially.



Hartmann -> (5/14/2002 7:29:28 AM)

[QUOTE]Originally posted by David Heath
[B]

We were told that none of you should not be charge any over balance fees and if you are please contact me directly at [email]davidh@matrixgames.com[/email].

Uncommon Valor should start shipping on Tuesday and we will post a notice to that effect when we know it is a fact. Once again let me say we sincerely apologize for this.

[/B][/QUOTE]

I can speak only for me, but: apology accepted. :)

Tuesday has a good ring to it, too. :)

Hartmann



Sinjen -> (5/14/2002 9:06:21 AM)

Woohoo Tuesday! That means it could be here in Florida by Thursday. Thats a big weekend for me in the south pacific theatre vs my friend who is a die hard japanese player.



cverbrug -> (5/14/2002 5:11:29 PM)

Unfortunately thesame thing happened to me: i ordered on the 7th, and got the email on the double billing the 11th.

Gallo



David Heath -> (5/14/2002 10:13:04 PM)

Hi Everyone

Since some of you are want to know why the the charges were done on the 8th but the credits were not done until the 11th. the answer is simple. We have had a lot of preorders for UV and it took us a few days to go through every order and make sure that we didn't miss anyone.


David



Supervisor -> (5/14/2002 11:21:00 PM)

A much better thing, you have to admit, than:

"I looked over the 20 pre-orders and found that 5 of them had been double-ordered." :D :D :D



Tuomas Seijavuori -> (5/15/2002 12:12:42 AM)

Panic! It's been 24 hours but I haven't been contacted by MG's customer service about my ordering problems. Do I have to pay full price just because I couldn't pre-order due to some system error at their end?

:(

Edit: I just went back to the site and the price has gone up from yesterday now that they have it "in stock" instead of "pre-order". Aaaargh!



vils -> A rude question (5/15/2002 1:58:42 PM)

[QUOTE]Originally posted by David Heath
[B]Hi Everyone

Since some of you are want to know why the the charges were done on the 8th but the credits were not done until the 11th. the answer is simple. We have had a lot of preorders for UV and it took us a few days to go through every order and make sure that we didn't miss anyone.


David [/B][/QUOTE]

I know this is a very poplulair game for its genre, but how many copies were/is pre-ordered?

What is your calculations for at least not making it a loss?

/vils



Paul Vebber -> (5/15/2002 10:33:23 PM)

Tuomas - Your case IS being worked - you should hear from us shortly.



dwtheriault -> credit card STILL not credited!!! (5/16/2002 1:48:48 AM)

According to my Discover card online statement, there is STILL no credit for the double-bill error! I thought this was to be taken care of on the 11th...well it's the 15th and still no credit! What's up????????

David

PS Also, I emailed the MG sales department yesterday asking them to email me my order number (as I lost the receipt I printed when I placed the order), but have not received anything from them yet. I just want my number so I can check the shipping status.



Marc von Martial -> (5/16/2002 3:29:14 AM)

[QUOTE]According to my Discover card online statement, there is STILL no credit for the double-bill error! I thought this was to be taken care of on the 11th...well it's the 15th and still no credit! What's up???????? [/QUOTE]

Hey guys, we´re no wizards ;). It may also depend on your credit card company. Sometimes it takes some time untill the cash gets booked to your account. Be sure that we work on this.



Tuomas Seijavuori -> (5/16/2002 4:08:13 AM)

[QUOTE]Originally posted by Paul Vebber
[B]Tuomas - Your case IS being worked - you should hear from us shortly. [/B][/QUOTE]

Thank you Mr Vebber. David Heath just sent me email about this and I will indeed get my 4 copies at the pre-order price! :) I really appreciate this. I know I will purchase more games from Matrix Games in the future.

(Mental note to self: don't ever start a business, being a customer is so much easier.)



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