D&D Insider is constantly down!

[Oldtimer]

No they don't.

http://wizards.custhelp.com
Forwarding you to CyberStreet’s Website.wizards.com

Those are two different websites. They shouldn't be sharing a database across domains and states like that.

The CS website should have its own database, but it is a different account form your gleemax/forum migrated account, and your DDI account could also be separate from your forums account if you chose a new username and such.

CS is supposed to be separate for the purpose of NOT being connected in case of problems so that you can contact Wizards CS.

Also Digital River that takes money from subscriptions is another website and has their own database. So you may need to contact both CS to fix the problems.

I would say call Wizards in about 3 hours and ask to speak to CS, but you would eat some phone charges from Sweden to Renton, Washington....

You should be able to either open your wizards.custhelp.com account, or create a new on if you cannot and tell them, or create a new forums accounts on forums.gleemax.com and go there and tell them about the problems you are having with your account.

Scott Rouse posted a phone number on a thread somewhere for people to call if they are having severe problems getting in touch with CS, but I cannot find it to know if it is for outside the US to help cut customer costs down to resolve issues.

So you should be able to get into CS website...

WotC is dropping the ball bad if they have no way for you to contact them to get help about your lost money.

I agree with your "should":s, but evidently Wizards don't. It was verified on some thread on the WotC forum recently that all accounts are in the same database - or, rather, are the same accounts. I would give you a link, but... you know...

Calling US support from Sweden is not an option. It would probably cost me less you just take the loss of 12 months subscription. I did manage to start a support ticket at the CS web site, since one of my computers had been logged on there before and their logon cookie seems to have a very long expiration. When I try to access that ticket from another computer (which has never been used to logon to the CS web site), I get redirected to http://accounts.gleemax.com and cannot log on.

I can see good reasons why they consolidated their account databases, but that means a customer might end up with no means of contacting support (short of starting a new account just to get support). Wizards really need to rethink their web strategy, because this one has gaping holes in it.

Quality for customers, guys.

P.S. The funny thing is that I can search their order database and verify that my account has a valid 1 year DDI subscription attached to it. Go figure.

 

[justanobody]

P.S. The funny thing is that I can search their order database and verify that my account has a valid 1 year DDI subscription attached to it. Go figure.

Which website is this? Digital River? CustHelp, or Wizards?

I would contact the people listed in your order and tel them your money has been taken, but you are getting nothing form it. Probably Digital River and try to get the money back, or tell them they need to contact Wizards and get your account working.

Something seems very fishy with all you are describing that has happened...

Can the other computer get to DDI. The one that found your support ticket?

 

[Oldtimer]

Which website is this? Digital River? CustHelp, or Wizards?

Wizards.

I would contact the people listed in your order and tel them your money has been taken, but you are getting nothing form it. Probably Digital River and try to get the money back, or tell them they need to contact Wizards and get your account working.

I'll give them a few days to work it out, otherwise I'll start trying to reclaim my money.

Something seems very fishy with all you are describing that has happened...

Can the other computer get to DDI. The one that found your support ticket?

No, different login cookies. The DDI cookie has expired, but the CS hadn't.

 

[justanobody]

I'll give them a few days to work it out, otherwise I'll start trying to reclaim my money.

I wouldn't be so generous with all the problems they seem to be having since last week with early expiring accounts and such. Until they know something is wrong, they will think everything is fine, and not know to check on anything.

The stupid question would be have you tried subscribing again to see what happens, and then cancel the payment of the one that doesn't work if the new one does?

This is why I don't like dealing with multiple parties like this. one company takes your money, another is responsible for fixing things that are broke, and finally you may get your product form the third, yet originating company of the service...

"Too many cooks spoil the stew."

Well good luck, maybe today they will fix things. Only other thing I could do for you is call WotC since its a local call for me and have someone from there check out this thread and try to help you figure it out.

 

[Oldtimer]

IThis is why I don't like dealing with multiple parties like this. one company takes your money, another is responsible for fixing things that are broke, and finally you may get your product form the third, yet originating company of the service...

"Too many cooks spoil the stew."

This is true, but I can order a book at amazon.com from a third party, pay by PayPal and have it shipped by UPS. A lot of cooks, but they manage to work it out. Why can't WotC?

Only other thing I could do for you is call WotC since its a local call for me and have someone from there check out this thread and try to help you figure it out.

Thanks for the generous offer, but I'll give them the week to work on it. I just got a mail saying they've escalated the case. If they haven't solved it by the end of the week, I'll just reclaim my money from Digital River.

 

[JVisgaitis]

So a week and 3 emails later and customer Service basically tells me that they'll let the developers know. I'm still getting server errors, but not as bad. Kinda frustrating....

 

[JoeGKushner]

So a week and 3 emails later and customer Service basically tells me that they'll let the developers know. I'm still getting server errors, but not as bad. Kinda frustrating....

Well, I've never been one to let another person's attitude hold me back so cancel that subscription!

I guess someone could pop in here and say that they didn't know what type of load it'd be on the server or that it's still a project under development etc...

At this point, that's nonsense as it's now a service people are paying for.

 

[Scott_Rouse]

This is true, but I can order a book at amazon.com from a third party, pay by PayPal and have it shipped by UPS. A lot of cooks, but they manage to work it out. Why can't WotC?

Thanks for the generous offer, but I'll give them the week to work on it. I just got a mail saying they've escalated the case. If they haven't solved it by the end of the week, I'll just reclaim my money from Digital River.

Let me help you then. Email or PM me your account name that you created and I''l hand carry the info over to CS and see what we can do.

Be warned I won't get to it until Monday though as tomorrow is a short day for me.

Sorry your having problems, I am sure it is frustrating

 

[Jack99]

I guess someone could pop in here and say that they didn't know what type of load it'd be on the server or that it's still a project under development etc...

At this point, that's nonsense as it's now a service people are paying for.

First off all, these are not wizards boards. Even though some WotC employees hang out here a lot, we can hardly expect to be given answers here. After all, they do have their own boards, like it or not.

That said, it is annoying when things do not work. But for how many people is this true? It's not like ENworld has been flooded with people who have the same problem as the OP. So either very few people subscribe, or very few people have that problem. If it's the later, then you/we can not expect them to have a solution for the problem. Maybe it is at the OP's end. Or is that impossible? I am no computer geek, so I have no clue what could cause the OP to get server errors when a lot of other people seem to have no issues.

 

[wedgeski]

Let me help you then. Email or PM me your account name that you created and I''l hand carry the info over to CS and see what we can do.

Now that's service! (tm)