Week after losing my 36 writs still nothing from support

[Striderlongshanks]

Other then a form letter that totally did not apply to my lost of writs. They were NOT lost during the transfer.

Why after a week I still haven't received my 36 writs from my attempt to buy an island kinship house in the Cape on Glamdring? I put in a ticket and still waiting. If not already gone the island kinship houses will be soon. My request for refund of writs was submitted on the evening of the 31st of Mar, Your request (400836). Only thing I've received so far is what looks like a form letter appolozing for my writs not transferring during the move from Crickhollow to Glamdring. That was NOT the case. Writs transferred fine. What happened is when I tried to purhase new house on Glamdering my 36 writs (bought 7 more from the store to add to the 29 that i had) the writs were taken from me but no house was received in return.

 

[darylh49]

I appear to have lost my housing writs too. I got a message to tell me I was getting a refund from my house on Evernight but they haven't appeared anywhere. I also had 3 spare writs in my bags which seemed to have dissappeared also. Are houses actually available to purchase yet?
My links to premium and basic houses just respond saying I've "put in the wrong address" I didn't put in any address. Is housing F*&kedup?

 

[maartena]

From comments from Severlin on Discord yesterday, he said the CS team is now done (or very close to done) with the "lost currency in wallets" tickets. Next up is tickets for Writ refunds, and after that tickets for Kinship Escrow. So hopefully..... those with lost writs will get a resolution over the next 2 weeks or so.

 

[Striderlongshanks]

I appear to have lost my housing writs too. I got a message to tell me I was getting a refund from my house on Evernight but they haven't appeared anywhere. I also had 3 spare writs in my bags which seemed to have dissappeared also. Are houses actually available to purchase yet?
My links to premium and basic houses just respond saying I've "put in the wrong address" I didn't put in any address. Is housing F*&kedup?

check to see if you have mail (in game mail), writs may be attached.

 

[klaatuborado]

The loss of the writs during the sales process appears to be quite common, especially amoung Kinleaders who were buying new Kinhouses. I lost all 36 of mine as well during the purchase of the Island Kinhouse in the Belfalas Housing Area. It showed my writs taken and the house went off the market as if sold. I went to the Kinhouse Island and it never showed that I had a house purchased on my character housing tab. About 30 minutes later, another player came on the Island and asked me what I was doing on his Island. Seems he had just bought the Island kinhouse as well. A full 30 minutes after I supposedly did.

I opened a ticket and the SSG Agent asked questions that I had already answered in my original Support Request. After about 5 days, I received 20 writs back and his closing support request email stated that "it was SSG's full right to determine the full extent of any and all refunds", which I took as meaning that was all I was going to get. So I have had to open another Support Request and asked for an escalation to a Supervisor.

I felt that if SSG provided us with the full 36 writs for selling our previous Kinhouse, then took them back when I purchased the new Island Kinhouse, I should have received the full 36 writs back as well from a rather late refund. Some at SSG might not feel that way.

I have heard nothing back on my new Support Request but am hopeful. I do not want to spend another 16 writs/or 4000 Lotro Points to buy those writs. 20 writs for 36 writs is not a fair and equitable refund, especially when the problem was not the player (me), but the SSG process.

There appears to be many many such occurences related in the forums, world chat and SSG Dischord.

Good Luck to EVERYONE.

 

[HappyBudgy]

The loss of the writs during the sales process appears to be quite common, especially amoung Kinleaders who were buying new Kinhouses. I lost all 36 of mine as well during the purchase of the Island Kinhouse in the Belfalas Housing Area. It showed my writs taken and the house went off the market as if sold. I went to the Kinhouse Island and it never showed that I had a house purchased on my character housing tab. About 30 minutes later, another player came on the Island and asked me what I was doing on his Island. Seems he had just bought the Island kinhouse as well. A full 30 minutes after I supposedly did.

I opened a ticket and the SSG Agent asked questions that I had already answered in my original Support Request. After about 5 days, I received 20 writs back and his closing support request email stated that "it was SSG's full right to determine the full extent of any and all refunds", which I took as meaning that was all I was going to get. So I have had to open another Support Request and asked for an escalation to a Supervisor.

I felt that if SSG provided us with the full 36 writs for selling our previous Kinhouse, then took them back when I purchased the new Island Kinhouse, I should have received the full 36 writs back as well from a rather late refund. Some at SSG might not feel that way.

I have heard nothing back on my new Support Request but am hopeful. I do not want to spend another 16 writs/or 4000 Lotro Points to buy those writs. 20 writs for 36 writs is not a fair and equitable refund, especially when the problem was not the player (me), but the SSG process.

There appears to be many many such occurences related in the forums, world chat and SSG Dischord.

Good Luck to EVERYONE.

The question is, how do these practices hold up in light of consumer protection acts in various countries/continents?

 

[Fadil]

The question is, how do these practices hold up in light of consumer protection acts in various countries/continents?

Tbh, I dont think this is going as intended, and Cordovan has been made aware of it on Discord.
He replied: "That said I was of the impression we'd refunded the writs fully."

Seems customer service is f*cking up here.

 

[maartena]

The question is, how do these practices hold up in light of consumer protection acts in various countries/continents?

That will depend on whether the company is a registered business with a registered tax ID in those countries. That isn't always the case. I do not believe that, for instance, SSG is a registered business in the UK or Australia. Not sure if they are in the EU, but as they have had to register for VAT (as of 2023 the EU decided digital services are taxable with VAT) and have servers in a EU country now, that might be the case.

The other problem is that SSG's EULA is pretty watertight, with "no refunds", "all purchases are final", etc language all over it. But that is pretty much the case with any online game these days.

As for refunding: I 100% agree that all writs, 100% of them, should be refunded. If they are not, and people are only getting a partial refund, that would be a problem. That needs to be addressed, and quickly. If CS is messing up here, @Severlin and @Cordovan will need to take a deeper look as to why they are only being given partial refunds. Because spending 36 writs, getting NO house, and then only being given 20 writs in return..... is shady. Very shady.

 

[HappyBudgy]

Tbh, I dont think this is going as intended, and Cordovan has been made aware of it on Discord.
He replied: "That said I was of the impression we'd refunded the writs fully."

Seems customer service is f*cking up here.

Makes me wonder whether CS is aware of what is happening in game, or 'just following standard procedures'.

That will depend on whether the company is a registered business with a registered tax ID in those countries. That isn't always the case. I do not believe that, for instance, SSG is a registered business in the UK or Australia. Not sure if they are in the EU, but as they have had to register for VAT (as of 2023 the EU decided digital services are taxable with VAT) and have servers in a EU country now, that might be the case.

That's what I suspect, also with the new EU bill with regard to online gaming.

The other problem is that SSG's EULA is pretty watertight, with "no refunds", "all purchases are final", etc language all over it. But that is pretty much the case with any online game these days.

Yes, and imagine the mess if they didn't do that. I may not like it, but I understand it.

As for refunding: I 100% agree that all writs, 100% of them, should be refunded. If they are not, and people are only getting a partial refund, that would be a problem. That needs to be addressed, and quickly. If CS is messing up here, @Severlin and @Cordovan will need to take a deeper look as to why they are only being given partial refunds. Because spending 36 writs, getting NO house, and then only being given 20 writs in return..... is shady. Very shady.

Exactly. And as I responded to Fadil, above, the question is whether CS is/was aware of what is going on in game and what has been communicated with the player base. I keep my fingers crossed for everyone who lost writs (and MC too, but that may be dealt with differently).

 

[NekoSandy]

Having done my fair share of time in CS, I highly suspect this is a case of the CS reps not being told that there are exceptions to the rules going on and so they are going along with business as usual as HappyBudgy is suggesting. Higher ups assume that CS knows, but CS having been told they must do XYZ unless told differently are doing XYZ because they haven't been told differently. SSG doesn't have the greatest communication with players at times, so I suspect their internal communication probably has issues too. Many companies have these kinds of internal communication issues, unfortunately, and it's the players/customers who suffer for it.

 

[Cordovan]

Work is underway to deal with some/many of the causes of missing writs, but ultimately you'll need to work with customer support to resolve any remaining issues. Please do reply to your ticket to explain the details of the work remaining.

 

[Snowlock2007]

Other then a form letter that totally did not apply to my lost of writs. They were NOT lost during the transfer.

Why after a week I still haven't received my 36 writs from my attempt to buy an island kinship house in the Cape on Glamdring? I put in a ticket and still waiting. If not already gone the island kinship houses will be soon. My request for refund of writs was submitted on the evening of the 31st of Mar, Your request (400836). Only thing I've received so far is what looks like a form letter appolozing for my writs not transferring during the move from Crickhollow to Glamdring. That was NOT the case. Writs transferred fine. What happened is when I tried to purhase new house on Glamdering my 36 writs (bought 7 more from the store to add to the 29 that i had) the writs were taken from me but no house was received in return.

I've had a similar experience. I got the form letter saying they'd check the transfer. I was like, uh no. I repeated the info I explained in the original ticket which they apparently ignored, waited another 4 days then was told they'd correct THEIR ERROR as a courtesy.

Another awesome experience related to this move.

On reflection, maybe it was a bot. And if it was, it needs alot of work.