Anyone know if refunds for the xpac are available.I prepurchased with the knowledge that the instance cluster would be included for free in a future update but due to some screw up at turbine that is no longer the case.I dont want to hear from them that it was a mistake and corrected,they already got my money due to that mess up.If anyone missed it,tis is what im talking about.
Will there be an instance cluster released with the expansion?
There are no plans to release an instance cluster simultaneously with the expansion. However, an instance cluster is planned for release in a following update and will be free to players who have purchased the Rohan expansion.
Celestrata:
We will be releasing an instance cluster after the update comes out. However, we have not discussed the pricing of the cluster at this time. The mention of the cluster being free to players who have purchased Rohan was incorrect, and that's what we have removed. There is no instance cluster coming out simultaneously with the expansion. We will be discussing the pricing of the instance cluster at a later time.
Just ask them for a refund. Legally they have to give you a refund. It was false advertising.
The decent thing to do would be for Turbine to make a statement that they will refund people who request this - but I am not expecting Turbine to do the decent thing. Greed conquers all.
Legally, yes. They advertized something, you bought it, then they changed it. They have to give you a refund if you ask for it. Depending on where you live of course (I don't know how much consumers are protected in every country).
I don't know how much consumers are protected in every country.
Most civilized countries have laws who protects customers against false advertisement.
The problem is if there is no company representative in the customer's country and they refuse to refund, then in the end is someone in other country who have your money and there is nothing you can do.
I could ask my bank to cancel the money transaction but that probably will end in a forever ban, since my account has the expansion flag.
Either way is a pain and a nuisance most people would want to avoid.
If you do consider this, take action soon. And if it is only a first mail to account support or whatever to indicate your wish for a refund. The reason simply is that most refund laws are designed around certain deadlines. Lets say, a refund request has to be indicated within 7 days of purchase or so. Because even if the proceedings take longer, you can say that your original request was within the time frame your local laws determine.
In the end, you can still choose to buy again at a later time.
I'd like to introduce you to my p2p warden joke, Wheresmy Refund someday. She is legit.
Incoming -rep from the individual that has been doing it to me repeatedly. (You make me feel warm and fuzzy -- loved, if that's what that feeling is! I love -rep. Give it to me.) in 5.. 4..
Lol, I don't even care to redownload the whole client to fix the one corrupted file.
Well, I PMed Sapience on Thursday about the mistake seeing as it was he who confirmed the change/deletion and he who offered the apology, presumably on behalf on the company, in a thread that is now locked.
I've not even demanded a refund, just trying to open a dialogue.
If your really expecting Turbine to give a refund back from pre-purchasing something they made.. well Good Luck with that...
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Dang...this thread is the first time I'm finding this out. They are actually NOT including the instance cluster (to be released later) in the purchase of RoR?!
So I just paid $70 (plus an additional $70 for my wife's account) for an extra inventory bag...that's it. (and of course the XP stone that my 3 level 75's can't use anyway)
This has me terribly bummed.
I am seriously thinking about asking for a refund also.
It just amazes me...with every other expansion, their accompanying instance clusters were included, weren't they? -- even if they were not released at the same time.
What good reasoning would Turbine have for NOT including the instance cluster this time?
And what good reasoning is there to pre-ordering the expansion now?
I don't always agree with what Turbine does, but I usually just accept it & move on & have fun playing the game. But this time, they actually have me upset.
Digital River can be a bit challenging, as they don't make it easy to contact them. But if you persevere, you can find contact information (email address and phone numbers) and use it to demand a refund. As others have said, it will likely take 30 days but it will eventually happen.
I suggest sending an email first, so you have something in writing.
They said that he used his code and refused to give him a refund. He had the contract in front of him and tried to follow the purchase contract/terms.
Interesting to see if some people will fight and get a refund - but it seems their policy is to deny it.
The official Account Support policy seems to be "no refunds". All the discussions of these denied refunds have been deleted from these forums by moderators. I'm surprised this thread hasn't been deleted yet.
However, as another customer mentioned, it is possible to get a refund by filing a complaint with the Better Business Bureau. After filing a complaint there regarding sales and marketing practices (not yet resolved), Turbine claimed it had processed a refund for me, even though I haven't actually purchased Riders of Rohan yet.
I don't think anyone at Turbine really knows what is going on.
However, as another customer mentioned, it is possible to get a refund by filing a complaint with the Better Business Bureau. After filing a complaint there regarding sales and marketing practices (not yet resolved), Turbine claimed it had processed a refund for me, even though I haven't actually purchased Riders of Rohan yet.
I don't think anyone at Turbine really knows what is going on.
..
Thats interesting... how on earth are they going to deliver your non-existant purchase refund?.. I assume you sent a followup.
Quote statues instead of contract terms. Their contract is superseded by the law.
Incoming -rep from the individual that has been doing it to me repeatedly. (You make me feel warm and fuzzy -- loved, if that's what that feeling is! I love -rep. Give it to me.) in 5.. 4..
You do realize it's not possible for one person to -rep you repeatedly, right? Not only can you only give so much rep (+ and - combined), per day, you can't rep the same person twice in a row without spreading the "love" around. Is it possible that more than one person on these forums dislike your posts?
I wish they'd give me a refund too for something I never bought!
Then maybe I could justify spending money on RoR at the moment.
Hir i Meigol Bruinen/High Council Member of the EoI/Of the Exiles of the Hidden City/Meigol Bruinen, Uncle Seregnin's Misguided Children, Curse the name of Maeglin, the Treacherous Villain, forever, may he rot in the Halls of Mandos for all time....
By advertising a product and taking payment (pre-purchase) for said product, if they change the product after they took your money, they are obligated by law to give a refund if you request. This is pretty much Consumer Protection 101.
If they are refusing to give the refund, contact your state's Attorney General and any consumer protection agencies in your state, possibly even your local news channel if they regularly do consumer protection news reports/investigations.
A company can claim there is never ever any refunds for any reason. This is not true, but you need to know the laws of where you live, and if you meet the local requirments of getting a refund under a "no refunds" policy and Turbine refuses, then you need to know who to coantact
The best way is to save all copies of any contact with Turbine, after they refuse, contact your credit card company, they will be more than happy to reverse the charges after you show them Turbine refused a valid refund request.
I would just like to give you all a word of warning. Most companies do not appreciate customers that report them to both their credit card company and the BBB. I am not saying not to do it if you really feel that slighted by the change but be sure you do not want to make any more purchases from Turbine in the future. I dont know Turbines policy but many companies ban further purchases for these actions. Make sure you really do not want the expansion before you try to get your money back.
I would just like to give you all a word of warning. Most companies do not appreciate customers that report them to both their credit card company and the BBB. I am not saying not to do it if you really feel that slighted by the change but be sure you do not want to make any more purchases from Turbine in the future. I dont know Turbines policy but many companies ban further purchases for these actions. Make sure you really do not want the expansion before you try to get your money back.
Oh yea, that is true, also be advised that turbine can cancel your account completely if they so wish. So be sure you really really want the refund and do not care if you can play LOTRO ever again on that account.
You do realize it's not possible for one person to -rep you repeatedly, right? Not only can you only give so much rep (+ and - combined), per day, you can't rep the same person twice in a row without spreading the "love" around. Is it possible that more than one person on these forums dislike your posts?
And I thought it was just me.
Except I've never down-repped anyone, (that I remember.) I just ignore.
Oh yea, that is true, also be advised that turbine can cancel your account completely if they so wish. So be sure you really really want the refund and do not care if you can play LOTRO ever again on that account.
Perfect - lets add some scare tactics to this discussion.
Even though it is your right to get a refund, you will never be able to play Lotro again. Muh ha hahaha.
There is no way Turbine will ban you for getting a refund. This is the worst type of rumor to spread. BTW, why not just get the refund from Digital River.
Perfect - lets add some scare tactics to this discussion.
Even though it is your right to get a refund, you will never be able to play Lotro again. Muh ha hahaha.
There is no way Turbine will ban you for getting a refund. This is the worst type of rumor to spread. BTW, why not just get the refund from Digital River.
Sorry I was not trying to scare anyone, if you check my posting history, you will find either silliness, or me trying to give as good info as I can. I should have stated that this is not a very likely happening, but not impossible. So I hope I did not overly alarm anyone.
Perfect - lets add some scare tactics to this discussion.
Even though it is your right to get a refund, you will never be able to play Lotro again. Muh ha hahaha.
There is no way Turbine will ban you for getting a refund. This is the worst type of rumor to spread. BTW, why not just get the refund from Digital River.
+rep for that.
I don't believe in the "evil intent" stories at all (even though the mods just closed and moved my thread). My experience with customer service has been nothing but positive, even when I once requested a refund of TP for a defective emote that was being sold in the store. They refunded me within the hour.
The reason why I asked about the refund process is because I have no clue what the policy is regarding something so elusive as a pre-purchase of a digital product that has not even been released yet.
I don't know why anyone at Turbine would not give a refund when it is so clear they made a mistake in communicating what the expansion includes. They really need to do the right thing here and give refunds to those who request it.
If someone says they won't give a refund then you're likely dealing with someone who doesn't have the authority needed in order to issue a refund or who lacks the intelligence to understand the situation. I would keep at it and ask to speak to a manager / supervisor etc.
Because how could a rational, intelligent person deny a refund given this circumstance. And, as others have mentioned, it is likely illegal to NOT give a refund in this case.
If this is handled well then these players would likely still play and buy the content eventually. But if not handled well, then expect to lose some customers and lots of ill will is generated.
Oh yea, that is true, also be advised that turbine can cancel your account completely if they so wish. So be sure you really really want the refund and do not care if you can play LOTRO ever again on that account.
This is not true. Some companies will give a refund to a customer who is in the wrong to make the issue go away. In this case if a customer is requesting a refund Turbine is legally obligated to do so. If they cancel someone's account for no other reason than because a customer has requested a refund on the grounds of buying a product based on false information Turbine provided they are on dodgy ground at the very least.
It's called consumer protection law and in this respect is valid in US and UK law (probably EU too but cannot say for sure).
Perfect - lets add some scare tactics to this discussion.
Even though it is your right to get a refund, you will never be able to play Lotro again. Muh ha hahaha.
There is no way Turbine will ban you for getting a refund. This is the worst type of rumor to spread. BTW, why not just get the refund from Digital River.
This isn't a scare tactic. Account Support representatives have posted that if you initiate a "chargeback" through your credit card company, Turbine will temporarily suspend your account until you contact Account Support directly and resolve the situation.
This is actually a standard business practice, because chargebacks are often indicators of fraudulent activity. Turbine can't know otherwise until you actually talk to them.
Turbine will also temporarily suspend an account if you threaten legal action. This is another standard business practice to protect the company from additional liability in the event of possible litigation. Again, if you resolve your complaint with Turbine directly or withdraw the threat of legal action, Turbine will remove the temporary suspension.
From my experience, Account Support will almost always be able to resolve a complaint to your satisfaction. If they're unable to do so, and you still wish to pursue the complaint, your next line of recourse should probably be the Better Business Bureau (where Turbine is an accredited business) or another local consumer protection agency. These things aren't legal actions, they're just helpful mediators to avoid continuing on to arbitration or litigation.
Edit: Please see the post below for information about possibly obtaining a refund directly through the LOTRO Marketplace (operated by Digital River). If it actually works, it would be the most efficient method.
I think if you go through DR or Turbine and are able to get a refund you will not have your account banned or suspended. Remember, this was their mistake. You did not do anything wrong - you just bought an item based on an incorrect description of what it contained.
I think if you go through DR or Turbine and are able to get a refund you will not have your account banned or suspended. Remember, this was their mistake. You did not do anything wrong - you just bought an item based on an incorrect description of what it contained.
Good point. In the past, it was exceedingly difficult to get a refund directly through Digital River, because they were in essence acting only as Turbine's cash register, not as the actual seller of the service. I don't believe Digital River was authorized to give refunds directly, except in cases of fraudulent activity.
After doing a little research, however, it looks like Turbine may have built a refund mechanism into their new marketplace. Affected customers may want to give this a try and see if they're eligible for a refund:
Thank you for your inquiry. We apologize, but we are unable to assist with a Refund for the Riders of Rohan Expansion that you purchased. Per the Terms of Service all sales are final, and once the product key has been applied to an account the product is used and the pre-order access is granted.
Additionally, the Instance Cluster was not included on the list of features that were agreed to at the time of purchase of the expansion. As such, we cannot assist you with the inclusion of the cluster with your purchase of the Riders of Rohan.
If you have any additional questions or concerns, please respond to this email and we will be happy to assist you. Please do not update the default subject line in your reply.
I suggest if Turbine has refused a refund to you and you bought the expansion based on thier FAQ that said the instance cluster was included, that you concat wB, and explain to them what happened. Since I did not purchase the expansion I did not call, but did send an email voicing my concerns about Turbines busniess practices.
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Hir i Meigol Bruinen/High Council Member of the EoI/Of the Exiles of the Hidden City/Meigol Bruinen, Uncle Seregnin's Misguided Children, Curse the name of Maeglin, the Treacherous Villain, forever, may he rot in the Halls of Mandos for all time....
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And I thought it was just me. 
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