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View Full Version : VIP Points from April 4th to 12th (2010)



Victorie
04-14-2010, 03:15 PM
There was an issue from 4/4 - 4/12 where some players didn't get their VIP points as scheduled. We have fixed the underlying cause, and taken steps to ensure it won't happen again.

We'll be fixing this for the affected players by the end of this week by manually adding all VIP points that weren't automatically granted. I will be updating this sticky once the points have been granted.

If you don't have your points by Monday, 4/19 then please contact the Account Management department.

Lerincho
04-14-2010, 03:17 PM
This is why a total account history of all points earned/bought and spent is needed. Even if done in a monthly format like bank statements. With that in place would be easier to track down issues causing delays.

Rabbi_Hordo
04-14-2010, 03:20 PM
There was an issue from 4/4 - 4/12 where some players didn't get their VIP points as scheduled. We have fixed the underlying cause, and taken steps to ensure it won't happen again.

We'll be fixing this for the affected players by the end of this week by manually adding all VIP points that weren't automatically granted. I will be updating this sticky once the points have been granted.

If you don't have your points by Monday, 4/19 then please contact the Account Management department.



I'll believe it when my 3 accounts that are VIP see their points...

Victorie
04-14-2010, 03:40 PM
Rabbi_Hordo, please check your balances on Monday and definitely contact Accounts if you don't think you got them.


Lerincho, I'm happy to pass along your feedback about this. As I've previously noted:

... We have heard your requests for a points statement, and I will again be happy to pass along the feedback .... As points are still relatively new for us, please bear in mind that any sort of statement would take time to develop. Any sort of statement will not only have to gather data for each account/character, but will also have to display that information so it can be viewed or sent. If/when we have a statement we'll definitely announce it. ...

Lerincho
04-14-2010, 03:44 PM
I know Victorie, we've talked about it before, just seems silly that it hasn't become reality yet. Really would make all the account managers lives easier.

WeiQuinn
04-14-2010, 05:07 PM
I already sent a message to Accounts on 4/12, since I didn't get my Turbine Points for 4/8.

Will I need to send another one on 4/19 if I still don't have my Turbine Points?

Victorie
04-14-2010, 06:44 PM
It is very likely that this fix will take care of you.

If not, and you don't get your points by Monday, but have gotten a response to your email, then simply respond to that and let them know you still don't have them.

If you don't get the points and haven't heard back via email yet, you'll want to call or email a second time.

redspecter23
04-14-2010, 09:59 PM
My wife is on a VIP account. I'm not sure what date she is supposed to get points on and because she doesn't play all that much, I couldn't tell you by looking at her point total if she has or has not received her points for the month. In a situation like this, what should I do? I'd hate to assume that points were sent out which were not, but at the same time I don't want to complain if the points were sent out.

TechNoFear
04-14-2010, 11:01 PM
We have heard your requests for a points statement, and I will again be happy to pass along the feedback .... As points are still relatively new for us, please bear in mind that any sort of statement would take time to develop. Any sort of statement will not only have to gather data for each account/character, but will also have to display that information so it can be viewed or sent. If/when we have a statement we'll definitely announce it. ...

Turbine send an email when I spend points but can't send one when I get points?

SDM
04-15-2010, 09:31 AM
Hello Folks,

This issue is now resolved. Anyone who didn't receive their VIP points between 4/4/2010 and 4/12/2010 should now have the points available. Please contact the Account Management Team if you still haven't received your points. Contact information can be found within my signature.

~SDM

rimble
04-15-2010, 09:45 AM
This is why a total account history of all points earned/bought and spent is needed. Even if done in a monthly format like bank statements. With that in place would be easier to track down issues causing delays.

Yep, I got better things to do than manually keep track of my TP balance. I'm pretty sure I've been cheated a few, but it's a game for crying out loud, I'm not going to maintain a Quickbooks database for it.

SDM
04-15-2010, 11:09 AM
For all of the folks who have been requesting a statement of points earned and spent, we have passed along the feedback and will hopefully have this information available for everyone a little ways down the road. We understand that this is much needed information and will be working to make it available.

~SDM

WeiQuinn
04-15-2010, 11:56 AM
Got my points today! Made me a happy camper, since I was waiting on them to buy a Greater Heart of Wood for my main.

Let the fun begin!

SirShen
04-15-2010, 02:06 PM
No points at all not even the bonus 500 points. So down 1000 points.

SDM
04-15-2010, 03:09 PM
The 500 bonus sign-up points haven't been applied to subscriptions yet. Those points will be applied shortly after the promotion has expired. Please send an Email over to the Account Management Team if you still haven't received your monthly VIP points and we will make sure that we get them over to you.

~SDM

Pfold
04-19-2010, 11:36 AM
I'm still missing points from my subscription on the 5th of April. Email was sent a couple of ago....

No emailed response.

Victorie
04-19-2010, 12:00 PM
Email turn around is between 1-2 weeks at this time for the Account Management department. We have received a lot of inquiries about the missing VIP points. While this has been fixed for most players, we do still have to answer the emails. Your email will be answered when they get to it in the queue. If you are able to call, that will be faster.

soupertc
04-20-2010, 09:34 AM
I've sent 2 emails about me still missing my points. I should have gotten them on April 4th....I did enjoy the email I got from ya guys on April 6th about my B-Day and all the DDOstore emails I get.....but no response from you about my points. I sent another yesterday on the 19th like was asked in this thread....so I'm hoping to hear something by Wen or Thur hopefully. The 1st email I sent was back on the 12th....no reply was given.

Zenako
04-20-2010, 09:42 AM
So since it is all but impossible to know if we got our points then, pretty much everyone with a renew date that falls in that window should send an email I would guess. The utter lack of any accounting system has been a huge hole on the credibility of the store point tracking scheme since its inception. It frankly comes off as sloppy and with almost an intent to decieve (by this I mean if the system is hard to follow then most players will not spend that effort, so if it fails to credit players as it should, most would not even know they missed out on points and never ask for it to be fixed and thus Turbine would not have to make good on the missing credits), since it is extremely hard to track points in any fashion without making it a second job.

Victorie
04-20-2010, 11:03 AM
Accounts email turn around at this time is about 2 weeks. We are working to improve this turn around time. Sending multiple emails for the same issue will simply slow the system down for everyone, and we'll still answer the first one we receive.

Most players are successfully receiving their points. We did have a period where this was not happening, and we have granted all past due points. However, you can certainly feel free to inquire.

Points are usually granted within a few days of your monthly billing or anniversary. To track them, just note the number of points you have prior to logging out around that date, and then check the balance when you log in. No spreadsheets required.

We are looking into a points statement. As we've previously mentioned, due to the complexities of creating something that shows the information needed, and is available for players to view, this is not a fast process.

soupertc
04-20-2010, 11:38 AM
Accounts email turn around at this time is about 2 weeks. We are working to improve this turn around time. Sending multiple emails for the same issue will simply slow the system down for everyone, and we'll still answer the first one we receive.




well if you'll notice I sent the 1st email before this thread popped up.....the 2nd one after the 19th like I believe you asked if we still hadn't gotten our points. Maybe next time you can make it a little clearer that if we had sent one....not to send another. Either way I know the issue will resolve itself....was just looking for a bit of info.

Victorie
04-20-2010, 02:28 PM
I just double checked and its a little less than 2 weeks actually. I will try to be more clear in the future (appreciate the feedback). To be honest, 2 emails isn't a huge deal, especially if you don't have the points after the fix. I was more trying to avoid players sending an email daily until they hear back, or similar multiples or inquiries. ;)

Pfold
04-22-2010, 09:13 AM
Got them. Thanks :)

Lerincho
04-22-2010, 09:23 AM
Victorie, can you say what the cause of this issue was, so that the player base may be better prepared for any future incidences that may share similarities?

Victorie
04-22-2010, 11:51 AM
I'm sorry, I can't.

However....

I can assure you guys that this issue wasn't caused by anything players did on individual accounts.

I'm happy to say that we have identified the cause of this issue, and taken steps to ensure that it does not happen again. We are always working to improve our systems.

But, as always, if you have any questions about your points, or believe you may not have received them, please feel free to contact the Account Management department.