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Big Issues With Subscription in Hellgate: London
8th Nov 2007 02:15 AM GMT | Leord | 9 comments
During the last few days there has been reports from the players that fans wanting that "little extra" in Hellgate: London, have sometimes gotten more than they hoped for. Subscriptions erroneously entered in US/EU instead of the opposite, multiple charges of the monthly fees, and no subscriber content for paying subscribers. "Founders" (life time subscription members) seems more commonly having problems than others. There has been several support threads on the official forums, of which this one is the latest (don't enter your account name or password if you are having problems). Some reports are from double, triple, and even quadruple charges, and customer support from India who barely speak Engrish.
A Hellgate player writes:
Wow,
Not only can i not cancel, you guys billed me 4 times. Can someone send me a link to where i can get some help on this?
[List of billings]
Not only can i not cancel, you guys billed me 4 times. Can someone send me a link to where i can get some help on this?
[List of billings]
Now, this is the Internet, and it is the official boards of a new game, which means that there will be a lot of very vocal people, and this could possibly be a small minority talking. Never the less, these issues are serious, and we have contacted Flagship Studios for an official statement on this. We have yet to receive an answer, but hope that they will reply soon. In the meanwhile, players are advised to go to either the US site www.hellgatelondon.com or the EU site www.eu.hellgatelondon.com, depending on where you have subscribed, and post a ticket for support. The Community Managers of the forums are aware of the problems and have promised an update on the situation as soon as possible.
This could very well be a vocal minority, the Unofficial Hellgate: London Forums have not received the same avalanche of complaints. Lets wait and see Flagship Studios respond to the question.
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Comments
303 days ago
Well there has been on the unofficial german servers.
Anyway I sent an email to them about five days ago and they finally sorted it out. It was some kind of database error. Although my accountpage showed lifetime subscriber, it wouldn't work ingame ... pretty strange but there we go.
I love the game, although the game crashs can be rather annoying, it's awesome fun.
Anyway I sent an email to them about five days ago and they finally sorted it out. It was some kind of database error. Although my accountpage showed lifetime subscriber, it wouldn't work ingame ... pretty strange but there we go.
I love the game, although the game crashs can be rather annoying, it's awesome fun.
303 days ago
Good point. I'll change that slightly.
For Sir Rogers, I would imagine that most people that has paid and not received are not stupid at all, but some of the members there seems to have registered their subscriptions on the wrong page, and having worked in customer support before, I know that people as a generic group are inherently "stupid". If it is a simple thing as paying, not receiving, obviously it is Flagship's fault, but as their account servers are completely set apart, it would be VERY rare for the server to register someone on the wrong server. A slight delay to fix a problem that the customer caused is something they should accept.
But I'm not doing the same mistake twice calling people in trouble stupid, could be bigger problems than that. The thing is that Sir Rogers is the first Unofficial forum goer that I have seen with the problems. I haven't scoured the forums though, so I don't know for sure. There isn't a 400+ post thread in our forums asking for help, and we have one of the biggest unofficial boards..
Just because someone has the problem doesn't mean that it is widely spread. It could just be a few, and we don't know that for sure.
For Sir Rogers, I would imagine that most people that has paid and not received are not stupid at all, but some of the members there seems to have registered their subscriptions on the wrong page, and having worked in customer support before, I know that people as a generic group are inherently "stupid". If it is a simple thing as paying, not receiving, obviously it is Flagship's fault, but as their account servers are completely set apart, it would be VERY rare for the server to register someone on the wrong server. A slight delay to fix a problem that the customer caused is something they should accept.
But I'm not doing the same mistake twice calling people in trouble stupid, could be bigger problems than that. The thing is that Sir Rogers is the first Unofficial forum goer that I have seen with the problems. I haven't scoured the forums though, so I don't know for sure. There isn't a 400+ post thread in our forums asking for help, and we have one of the biggest unofficial boards..
Just because someone has the problem doesn't mean that it is widely spread. It could just be a few, and we don't know that for sure.
303 days ago
Well I doubt it's stupid people.
The money's gone off my card, it shows me as subscriber on the website but I have no access to subscriber content ingame ...
The money's gone off my card, it shows me as subscriber on the website but I have no access to subscriber content ingame ...
304 days ago
I managed to subscribe in that initial period when it was first brought up on launch day. However, I have had my credit card billed 4 times total (once on the first when I subscribed, twice on the fifth, and once on the 6th).
It is, indeed, a real problem.
It is, indeed, a real problem.
304 days ago
Are you trying to tell us there aren't stupid people on the official forums, Versus? I wouldn't've thought that's a controversial thing to say at all. 
304 days ago
Always had respect for Incgamers, been supporting you guys for years but do you really want to say that publicly? The forums are not as small as they were before, those people on the official forums are probably visiting these as well. It's just adding fuel to the fire.
The forums are not as small as they were before, those people on the official forums are probably visiting these as well. It's just adding fuel to the fire.304 days ago
only stupid people are those that won't make an official announcement of the problem. i was on the official board pushing for them to make an announcement because a lot of people were having htis problem. who knows how many more dont even know about it. but after pushing too hard they banned me.
304 days ago
Good to hear. Could just be a very vocal minority on the official boards. Anyone had any problems with this?
304 days ago
I've had no problems with my lifetime subscription after the initial problems in getting it to accept my credit card as I'm not from the US. And the subscriber content is working fine for me in-game, too... Though at times I wish the Fawkes stuff wasn't, I need that inventory space!
