SoE at it's finest

Karrni · Post by **Karrni** » Wed 18 May, 2005 2:59 pm

My recent dealing with SoE... if not anything else, just for a laugh.

Dear Sir/Madam,

Account User: *******

This is a revisit of problem that has already been addressed once before. I purchased an LDoN product from a retail outlet here in Australia, so as to open a new account. It happens I was to suffer some internal venture with yourselves and Ubisoft and am unable to utilise your direct download of expansions. My 2 other accounts which have all the expansions, do not have this problem.

I have been able to direct download DoN successfully but GoD and OOW I am not.

The issue previously was with LoY and you offered me an alternative URL to access the direct download for that.

I would like to do the same for the GoD and OOW expansions. I have no desire to deal with anyone but SoE, retailers here are no longer stocking those expansions and do not intend to and Ubisoft does not have a contact here in Australia. Other than that it would cost me more than the games are worth to have them shipped to me in Australia. That is not an option.

I am sure you can appreciate my quandary and would appreciate it if you
could either flag my account for direct downloads or supply me with a URL to access these packages.

Thank you in anticipation,
**********
___________________________________

From: SOE E-MAIL (EQ TECH) [mailto:IS5461_10837@is.instantservice.com]
Sent: Sunday, 15 May 2005 5:22 AM
To: **********
Subject: RE: Purchase of Direct Download product (#8463-25512689-0979)

Hello,

Thank you for contacting Sony Online Entertainment Customer Support.

Please provide me the CD-keys or Account keys for both of the expansions. It seems that these keys are registered on some other station name.

Jimmy G.

Technical Support Representative
Sony Online Entertainment
_______________________________

From: *************
Sent: May 15, 2005 8:52:16 AM
Subject: RE: Purchase of Direct Download product (#8463-25512689-0979)

Please re-read my email (below). You have misunderstood my enquiry. I do not have any expansions that will not register. I am unable to use your direct download feature because of your venture with Ubisoft and am not being supported here in Australia for expansions. You have helped me before with this (LoY). I wish to Direct Download the last three expansions I don't own (GoD, OOW, Velious) though need the URL at which I can do so or have my account flagged for Direct Download.

My email is both concise and succinct.
________________________________

From: SOE E-MAIL (EQ TECH) [mailto:IS5461_10837@is.instantservice.com]
Sent: Monday, 16 May 2005 9:29 AM
To: ************
Subject: RE: Purchase of Direct Download product (#8463-25512689-0979)

Hello,

Thank you for contacting Sony Online Entertainment Customer Support.

Please refer this:

https://store.station.sony.com/game_ind ... amecode=EQ

Syrus M.

Technical Support Representative
Sony Online Entertainment

______________________________

From: ***********
Sent: May 15, 2005 7:48:53 PM
Subject: RE: Purchase of Direct Download product (#8463-25512689-0979)

I'm a little concerned. In two attempts my query still has not been
addressed. It seems my emails are not being read and understood in full.
Could I please have this escalated to a manager.

Breakdown of my query

Account: *********

* I am in Australia
* I purchased a retail product 'Lost Dungeons of Norrath' some time
ago to start a new account. It turned out to be a Ubisoft product. I was not
aware of the arrangement at the time.
* I was unable to use the Direct Download feature on your site
(https://store.station.sony.com/game_ind ... amecode=EQ)
* I managed to find a retailer who could provide me with Classic,
Kunark, Luclin and Planes of Power.
* I was not able to purchase LoY and your technical department
assisted me with an alternate URL which allowed me to Direct Download the purchase.
* I was able to Direct Download purchase Dungeons of Norrath only the
other day
* I am ready to purchase Velious, Gates of Discord and Omens of War
however there is not a retailer who is willing to stock them in my city, it
is not a financially viable option to mail order purchase them and I can't
for the life of me understand why you are penalising your loyal clients by
not allowing them access to your conveniences. UBISOFT does not have a
contact in Australia.
* I have twice notified you of the situation and neither consultant
has provided a solution that pertains to my query.

What I am trying to achieve is:

* To Direct Download purchase Velious, Gates of Discord and Omens of
war expansions for Everquest.

Below is the most recent result to result to what was an amazing reply.
Syrys M. must think I am a fool.

Quote:

Hello,

Thank you for contacting Sony Online Entertainment Customer Support.

Please refer this:

https://store.station.sony.com/game_ind ... amecode=EQ

Syrus M.

Technical Support Representative
Sony Online Entertainment

The Result.

We regret to inform you that the option to pre-order and/or purchase EverQuest Digital Download: The Scars of VeliousR Expansion as a digital ddownload from www.station.com is not offered to UbiSoft customers. We are sorry for any inconvenience this may have caused.
Please contact UbiSoft at gms_uk@ubisoft.fr in the UK, gms_de@ubisoft.fr in Germany, or gms_fr@ubisoft.fr in France, to find out when and
where EverQuest Digital Download: The Scars of VeliousR Expansion will
likely be available from your retailer.

___________________________________

From: SOE E-MAIL (EQ TECH) [mailto:IS5461_10837@is.instantservice.com]
Sent: Wednesday, 18 May 2005 1:38 AM
To: *********
Subject: RE: Purchase of Direct Download product (#8463-25512689-0979)

Hello,

Thank you for contacting Sony Online Entertainment Customer Support.

I apologize for the inconvenience but these digital downloads are not available to UbiSoft customers. There is nothing on the account side we can do, which will allow you to digitally download these expansions.

Kendra E.

Technical Support Representative
Sony Online Entertainment

_____________________________

First and foremost, I had asked this query to be escalated to a manager and there is no indication it has. Secondly, to disadvantage a client (one who has three accounts with you) by forcing them to use a third party entity to purchase your product then not making it available is not only dishonest but is backhanded and seemingly typical of your company.

Your game design has it that without the additional expansions the game play is mostly non existent and inevitably futile. The only option you are giving me is to purchase your product from your store with exorbitant delivery pricing that exceed the value of the game. As I reside in Australia, the initial purchases were made in Australia and you offer your product to Australians, it is very possible that you are breaking Australian Commercial Law under the ‘3rd Line Forcing’ portion of the Act. I am currently seeking legal advice on this matter.

The fact that you have been able to assist me in the past, yet now refuse, is in itself confusing. To want to take steps to disadvantage your clients is mind boggling.

Your recent unnecessary price-hikes make many of us who have played your game rethink their next subscription. This stupidity just makes that decision far easier.

*********

Let's see what stupidity they can come up with now...

Golgolath · Post by **Golgolath** » Wed 18 May, 2005 3:15 pm

Damn, that's terrible.
Gotta love corporate America.

SOE Customer Service · Wed 18 May, 2005 3:29 pm

Dear Grarken,
This is Sony.

I'm so sorry.

Sincerely,
Sony

P.S. I am Sony

Karrni · Post by **Karrni** » Wed 18 May, 2005 3:54 pm

Maybe I confused them with 'Dungeons of Norrath' as opposed to 'Dragons of Norrath'.

Doctorx · Post by **Doctorx** » Wed 18 May, 2005 4:54 pm

if they dont help you let me know and i will send you the games you need from Japan. it is not that expensive from here to Australia.

Post by **Thoraf** » Wed 18 May, 2005 4:55 pm

Yeah probably. you have to speak slowly and dot your i's and cross those t's

Anyhow.. that'll learn you to buy an ubisoft version.. but I didn't think they were sold in Aus. you get from a swap meet or something?

Karrni · Post by **Karrni** » Wed 18 May, 2005 4:58 pm

Thanks Doc. I may do that. Let's wait and see what the SoE have to say.

I didn't think twice about it Thor. I bought the bloody thing from Harvey Norman. Can you believe it??

Aepoch · Post by **Aepoch** » Wed 18 May, 2005 5:20 pm

FFS.

(Yes, thats all I'm gonna say)

Sianni · Post by **Sianni** » Wed 18 May, 2005 10:35 pm

I got stuck on Ubisoft when I took up the offer to move to the Venril Sathir server. Even though I don't play on it and have moved back, they still consider me a Ubi customer. Fkn sucks not to be able to switch back.

Angelsheart · Post by **Angelsheart** » Thu 19 May, 2005 9:24 am

i dont get it at all.
its everquest.
its owned by sony in the end.
they shouldnt give a damn who reseller it is.
if its cost them money because of their marketing strategies they should eat it

Karrni · Post by **Karrni** » Thu 19 May, 2005 9:55 am

Well... Heres the grand finale...

Hello,

Thank you for contacting Sony Online Entertainment Customer Support.

Thank you for taking the time to express your opinions about EverQuest, we greatly appreciate the feedback of our players.

You can submit any additional comments via our Developer feedback form by following this link: http://eqlive.station.sony.com/communit ... edback.jsp

For technical/account issues please email: eqtech@station.sony.com

For all other issues please email: eqmail@soe.sony.com

Bill C.

Technical Support Representative
Sony Online Entertainment

varutia · Post by **varutia** » Thu 19 May, 2005 10:23 am

Depend on the distribution and resell agreement they signed. It's a touchy issue when you come to the problem of customers joined from affiliated source. I had some run in of problems like this in mine previous company. A particular reseller accurse us of stealing their customers, thus the commission, messy issue to say the least.

From the impression of the quick read, SoE probably had a legally binding agreement with Ubisoft they don't sell certain expansions to their customer directly or something in that tune. Things get really twisted in business, all kinda of weird of shit can happen.

Aepoch · Post by **Aepoch** » Thu 19 May, 2005 11:18 am

The grand finale...Hell of a circle, looks like your back where you started bro. SoE == Teh suk. /nod.

Doctorx · Post by **Doctorx** » Fri 20 May, 2005 9:22 am

Grarken, My offer still stands. Let me know when you decide whether you want me to grab those games from the military exchange. i am not sure if they sell Velious, Gates of Discord and Omens of War seperately and i may have to send you the EQ platinum pack that contains every expansion up to OOW and it is cheaper than buying velious and GoD seperately. Then i can seperately purchase oow and DON if you need them. they are cheap as well. Let me know.

Mazia · Post by **Mazia** » Fri 20 May, 2005 10:01 am

I for one cant stand it when companies do this kind of thing. If they are going to sell / allow another company to sell the game at all they should make sure that the purchasing validity of it spreads across their arrangements. Anyways hope you get it sorted out :/

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