WoTC Customer Service - now I'm ticked

[Ryujin]

Understood mudbunny. Thanks.

 

[mudbunny]

Understood mudbunny. Thanks.

If I recall correctly, once you fill out the form, and click submit, it offers you a selection of "these possible Knowledge Base answers appear to fit your question" (or something like that, I don't recall the wording).

At this point, your ticket has yet to be submitted. You still need to click submit at the bottom of this window to actually submit your ticket.

 

[Abraxas]

*headdesk*
*headdesk*
*headdesk*

I will poke again, but must do so carefully. CM (whom I send my stuff to) is a different division than CS (who handles this) and I don't want to get my CM contact smacked.

The only thing I can suggest is to update your ticket.

I'll be doing that tonight when i get home.

The whole affair is just disappointing and frustrating - and I don't want you to get your CM contact smacked either.

 

[Ryujin]

If I recall correctly, once you fill out the form, and click submit, it offers you a selection of "these possible Knowledge Base answers appear to fit your question" (or something like that, I don't recall the wording).

At this point, your ticket has yet to be submitted. You still need to click submit at the bottom of this window to actually submit your ticket.

Actually I didn't use the submission form, but rather the wizardscusthelp address that you had posted. Included a screenshot of the issue also. No response and no bounce-back, which would indicate a delivery failure.

 

[mudbunny]

Go to http://wizards.custhelp.com/, click on email us, and fill out the form after having chosen the appropriate drop-down selections.

Online gaming -> D&DI Insider -> D&D Insider Account

 

[Ryujin]

The Reply:

"Thank you for sending this information to us. Unfortunately, we don't currently have a fix for this. However, there is a 'hack', if you're trying to have the address updated so it'll auto-renew in February of 2011. What we'll do instead if let is expire, then have you make a new subscription (when if you like).

I'll pass this print screen onto the correct team."

Yeeeeeeaaaah, thanks, but no auto-renew for me with everything that's going on lately.

 

[Abraxas]

Another Update

I just received a response after updating my ticket and here it is...

"Thank you for replying and letting us know. Unfortunately this issue is on our billing department's side, as we don't keep any billing information (Except name, and zip code). Maybe using this contact form will help you get results. If you could please try filling that out, and letting us know if they're able to help you through that."

The contact form link takes me to Digital River web page. Which makes me wonder - Is all billing for WoTC farmed out? Is there really no in house billing department where this information is stored?

This is ridiculous - shouldn't there be a database with this info in it that can just be reset?

 

[mudbunny]

Whle I can't poke WotC directly about the billing, pushing to find out what they are going to do about this cock-up is something I can do. (I know that it doesn't do anything to helkp the people already affected by this, and for that I am very, very sorry.)

 

[Abraxas]

Update 12-5-10

Thanks for your help Mudbunny - it is very much appreciated.

I received this response from Digital River

"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 -

 

[Ryujin]

Typical; one group foisting it off on another. Reminds me of computer support where hardware blames software, and software blames hardware.

Abraxas, by any chance did you recently disable auto-renewal? I did, and I'm beginning to wonder if that has anything to do with it.