DDI Auto Renew Failed - now I'm ticked - Downloaded from the Wizards Community, all coding removed by Solauren

DDI Auto Renew Failed - now I'm ticked

Post/Author/DateTime Post
#1
Grymjak
Nov 24, 2010 20:38:04
OK, I just received a notice that my DDI auto renew failed.

I went to the WoTC web site, specifically the Customer Service page, and try to select any of the tabs on the page (Email Us, Live Help, or My Stuff) and my browser locks in to a right now redirect loop that goes no where. This starts to annoy me. I think, hmmm, perhaps the page doesn't like Firefox, so I try IE and Chrome - same thing happens - annoyance is growing.

I went to my account to check my billing info. My payment information is correct but my billing address has been changed to the letter "a" and when I try to edit it I get an error message that says they are sorry but they cannot perform the selected action. This increases my annoyance further.

I then check to possibly manually renew and see that the price for an annual subscription is ~$71, my auto renewed price was ~$60.00

Did the price go up or do I now have to pay a higher price because it didn't auto renew? That ticks me off.

Has anyone else had this problem?
Does anyone have the email address for WoTC customer service?

Coupled with other things happening right now this might be the straw that breaks the camel's back on me being a DDI subscriber.
#2
mudbunny
Nov 24, 2010 21:31:47 The thread here (community.wizards.com/go/thread/view/758...) should direct you to the thread so that you can get at your help account and submit a ticket.
#3
Grymjak
Nov 25, 2010 1:48:34 Thank You.
#4
thespaceinvader
Nov 25, 2010 3:51:31 But do bear in mind that a crippling snow storm has locked up Seattle, so CustHelp might not be able to deal with your case for a while.
#5
seanwalsh
Nov 25, 2010 12:52:07 I had a similar problem with my renewal failing. I think there was a change in the billing database and the addresses didn't carry over properly. The billing address listed as "a" probably meant, something like "same as shipping address" in the old database, I'd guess.
The only difference for me was my previous subscription cost 52.44 Euros (which is approximately $71 USD), and listed the "probable renewal price at 71.40 USD." I manually updated it, and it cost me $77.47 including sales tax (I live in Washington State), so the price would have been the same either way.
#6
lokiare
Nov 25, 2010 13:01:19
The thread here (community.wizards.com/go/thread/view/758...) should direct you to the thread so that you can get at your help account and submit a ticket.

What the? The thread here should direct you to a thread that you can get at your help account?

Seriously?

WotC needs to go ahead and let Onesite go already and/or whoever is in charge of the WotC website that isnot Onesite...
#7
PinkRose
Nov 28, 2010 14:35:03 community.wizards.com/go/thread/view/758...

Any reason not to post the direct link to the help thread as I have above?
#8
Grymjak
Dec 04, 2010 21:57:27 OK, it's been over a week and I still can't update my billing information. I still get the same error PLUS it says my nickname is already in use - of course it is - it's mine.

CS then informed me that this isn't a customer service problem it's a billing department problem and there is nothing CS can do because they don't keep that information. The CS folks gave me a link to the Digital River website and told me maybe they can help me.

Doesn't WoTC have anyone in house that handles billing questions? Can't CS just call up the billing department and give them my email address so they can contact me and we can figure this out?

This is ridiculous and completely unacceptable.
#9
Grymjak
Dec 05, 2010 10:17:40 I contacted Digital River and received this response...

"Thank you for contacting the online store.

We apologize for the inconvenience. Unfortunately, we are unable to assist you with technical support issues at the online store.

Please contact technical support directly. You may see the contact information of technical support at the home page of the website."

Soooo - CS says they can't do anything about it cause it's billing, and the billing people say they can't do anything about it cause it's technical.

OR is there a separate technical support group I should be contacting but I don't know the secret handshake so I can't get the email address? Erm

I have contacted CS again and they are escalating my incident for further review. Devil

Post/Author/DateTime	Post
#1 Grymjak Nov 24, 2010 20:38:04	OK, I just received a notice that my DDI auto renew failed. I went to the WoTC web site, specifically the Customer Service page, and try to select any of the tabs on the page (Email Us, Live Help, or My Stuff) and my browser locks in to a right now redirect loop that goes no where. This starts to annoy me. I think, hmmm, perhaps the page doesn't like Firefox, so I try IE and Chrome - same thing happens - annoyance is growing. I went to my account to check my billing info. My payment information is correct but my billing address has been changed to the letter "a" and when I try to edit it I get an error message that says they are sorry but they cannot perform the selected action. This increases my annoyance further. I then check to possibly manually renew and see that the price for an annual subscription is ~$71, my auto renewed price was ~$60.00 Did the price go up or do I now have to pay a higher price because it didn't auto renew? That ticks me off. Has anyone else had this problem? Does anyone have the email address for WoTC customer service? Coupled with other things happening right now this might be the straw that breaks the camel's back on me being a DDI subscriber.
#2 mudbunny Nov 24, 2010 21:31:47	The thread here (community.wizards.com/go/thread/view/758...) should direct you to the thread so that you can get at your help account and submit a ticket.
#3 Grymjak Nov 25, 2010 1:48:34	Thank You.
#4 thespaceinvader Nov 25, 2010 3:51:31	But do bear in mind that a crippling snow storm has locked up Seattle, so CustHelp might not be able to deal with your case for a while.
#5 seanwalsh Nov 25, 2010 12:52:07	I had a similar problem with my renewal failing. I think there was a change in the billing database and the addresses didn't carry over properly. The billing address listed as "a" probably meant, something like "same as shipping address" in the old database, I'd guess. The only difference for me was my previous subscription cost 52.44 Euros (which is approximately $71 USD), and listed the "probable renewal price at 71.40 USD." I manually updated it, and it cost me $77.47 including sales tax (I live in Washington State), so the price would have been the same either way.
#6 lokiare Nov 25, 2010 13:01:19	The thread here (community.wizards.com/go/thread/view/758...) should direct you to the thread so that you can get at your help account and submit a ticket. What the? The thread here should direct you to a thread that you can get at your help account? Seriously? WotC needs to go ahead and let Onesite go already and/or whoever is in charge of the WotC website that isnot Onesite...
#7 PinkRose Nov 28, 2010 14:35:03	community.wizards.com/go/thread/view/758... Any reason not to post the direct link to the help thread as I have above?
#8 Grymjak Dec 04, 2010 21:57:27	OK, it's been over a week and I still can't update my billing information. I still get the same error PLUS it says my nickname is already in use - of course it is - it's mine. CS then informed me that this isn't a customer service problem it's a billing department problem and there is nothing CS can do because they don't keep that information. The CS folks gave me a link to the Digital River website and told me maybe they can help me. Doesn't WoTC have anyone in house that handles billing questions? Can't CS just call up the billing department and give them my email address so they can contact me and we can figure this out? This is ridiculous and completely unacceptable.
#9 Grymjak Dec 05, 2010 10:17:40	I contacted Digital River and received this response... "Thank you for contacting the online store. We apologize for the inconvenience. Unfortunately, we are unable to assist you with technical support issues at the online store. Please contact technical support directly. You may see the contact information of technical support at the home page of the website." Soooo - CS says they can't do anything about it cause it's billing, and the billing people say they can't do anything about it cause it's technical. OR is there a separate technical support group I should be contacting but I don't know the secret handshake so I can't get the email address? I have contacted CS again and they are escalating my incident for further review.