paulsnx2
2004-08-11 19:03:22 UTC
Basicly, the password quit working for us. The information they
required to reset the password included nearly everything we typed in
when we openned the account for my son. (Seems there may have been a
typo somewhere, so that information doesn't match). They also want
the origional credit card number, something I simply do not have
anymore. It doesn't appear on my bank statements (which was what I
expected). Or I used one of my wife's cards origionally. Just not
sure.
They will, however, accept current billing info to close the account.
Not to reset the password, mind you. Just close the account.
My son would rather just play the game. I am picking a fight over a
partial refund just on the principle of it all, not that I care that
much about the 6 or 7 bucks.
Here is our email (in response to their's, etc.)
============================================================================
To: mailto:***@station.sony.com
Earlier I had asked for clarification of section 5. I have not
received any reply. So here I go again:
Specifically, you blocked our access to your product (i.e. suddenly
our password, which we had not changed, just quit working.) We
attempted to get our password reset, but to do so required providing
information on how the account was set up, information we cannot
provide. The credit card number we used was changed (because it was
lost). We updated our billing information with the new card number.
We no longer have the old number (best I can tell).
You refused to accept our current billing information as sufficient to
reset the password. You did, however, accept our current billing
information as sufficient to close the account.
As a direct result of your actions (killing our password), and policy
(requiring old, outdated information for password reset), and in no
way due to any action on our part, Sony provided us only two options:
1) Close the account, or
2) Continue to Pay for an account we cannot use now or in the future.
We begged and begged for some means of resetting the password that did
not involve us providing the original credit card number (a number we
no longer have to give) so we could use your product.
As a result, I feel section 5, as you quote it, does not apply. The
underlying assumption of this section is that the customer will be
provided access to the product, and any choice to discontinue use
prior to the application anniversary is solely theirs. In our case,
it is the reverse. We wish to continue using the product, but the
decision to block our access is solely yours.
Paul Snow
-----Original Message-----
From: Accounts [mailto:***@station.sony.com]
Sent: Wednesday, July 28, 2004 1:39 PM
To: Paul
Subject: RE: (KMM9806021I7L0KM)
Hello,
Thank you for contacting the Sony Online Entertainment Customer
Service
department.
We appreciate your request for a refund, however we will not be able
to
process your request as all pre-paid fees are non-refundable as
explained in Section 5 of the End User License Agreement (copied
below)
as well as when you register with your billing information.
5. We describe our fees and billing procedures at www.everquest.com,
which are incorporated by reference. All fees are stated in U.S.
Dollars. All fees are prepaid and non-refundable. Upon your acceptance
of these terms, we will automatically charge your credit card the
Account fee plus any applicable taxes we are required to collect, and
you authorize us to do so. Thereafter, on the applicable anniversary,
we
will charge your credit card the then-current renewal rate plus any
applicable taxes we are required to collect, and you authorize us to
do
so. If we are unable to process your credit card at a renewal period,
your account may be immediately terminated.
Phone support for all SOE titles is available MON-FRI 9:00AM-1:30PM
PST
and 3:30pm-6:00pm PST, at (858)537-0898. Also, MON-FRI 9:00AM-5:30PM
GMT at 0845 6004263 or 01895 204440
Phone support for Star Wars Galaxies is available MON-FRI
9:00AM-1:30PM
PST and 3:30pm-6:00pm PST, at (858) 790-7827(STAR). Also, MON-FRI
9:00AM-5:30PM GMT at 0845 6004263 or 01895 204440
Also, please make sure to visit our Knowledge Base at
www.station.com/kb
for up to date information for all of our games.
Live chat is also available MON-FRI 9:00AM-6:00PM PST at
http://www.station.sony.com/en/services/help/help.jsp
Reminder: Please keep your account information up to date. Customers
often have a difficult time recovering lost accounts if they allow
their
registration information to become out of date. To update your
account's
information, please refer to the "Account" section of your log in
screen.
Regards,
Sony Online Entertainment
Original Message Follows:
------------------------
You should refund us for the partial month, since the only
reason we canceled this account is the fact that you refused
to reset the password.
In other words, you denied us use of what we have paid for.
If you do refuse to provide a partial refund, we will have
to investigate legal action on the part of all your customers
that have been mistreated in this fashion.
Paul
-----Original Message-----
From: Accounts [mailto:***@station.sony.com]
Sent: Friday, July 23, 2004 5:33 PM
To: ***@esnow.us
Subject: Re: (KMM9777361I7L0KM)
Hello Ben,
Your Star Wars Galaxy Subscription has now been cancelled at your
request.
You will not be billed on the next billing cycle.
We hope to see you again soon.
***NOTE: Our policy is that we do not give refunds for subscriptions
you
have purchased after your free month is over.
For future reference, your case number is 3759960.
Regards,
Mike L.
Sony Online Entertainment CSR
Original Message Excluded:
-------------------------
required to reset the password included nearly everything we typed in
when we openned the account for my son. (Seems there may have been a
typo somewhere, so that information doesn't match). They also want
the origional credit card number, something I simply do not have
anymore. It doesn't appear on my bank statements (which was what I
expected). Or I used one of my wife's cards origionally. Just not
sure.
They will, however, accept current billing info to close the account.
Not to reset the password, mind you. Just close the account.
My son would rather just play the game. I am picking a fight over a
partial refund just on the principle of it all, not that I care that
much about the 6 or 7 bucks.
Here is our email (in response to their's, etc.)
============================================================================
To: mailto:***@station.sony.com
Earlier I had asked for clarification of section 5. I have not
received any reply. So here I go again:
Specifically, you blocked our access to your product (i.e. suddenly
our password, which we had not changed, just quit working.) We
attempted to get our password reset, but to do so required providing
information on how the account was set up, information we cannot
provide. The credit card number we used was changed (because it was
lost). We updated our billing information with the new card number.
We no longer have the old number (best I can tell).
You refused to accept our current billing information as sufficient to
reset the password. You did, however, accept our current billing
information as sufficient to close the account.
As a direct result of your actions (killing our password), and policy
(requiring old, outdated information for password reset), and in no
way due to any action on our part, Sony provided us only two options:
1) Close the account, or
2) Continue to Pay for an account we cannot use now or in the future.
We begged and begged for some means of resetting the password that did
not involve us providing the original credit card number (a number we
no longer have to give) so we could use your product.
As a result, I feel section 5, as you quote it, does not apply. The
underlying assumption of this section is that the customer will be
provided access to the product, and any choice to discontinue use
prior to the application anniversary is solely theirs. In our case,
it is the reverse. We wish to continue using the product, but the
decision to block our access is solely yours.
Paul Snow
-----Original Message-----
From: Accounts [mailto:***@station.sony.com]
Sent: Wednesday, July 28, 2004 1:39 PM
To: Paul
Subject: RE: (KMM9806021I7L0KM)
Hello,
Thank you for contacting the Sony Online Entertainment Customer
Service
department.
We appreciate your request for a refund, however we will not be able
to
process your request as all pre-paid fees are non-refundable as
explained in Section 5 of the End User License Agreement (copied
below)
as well as when you register with your billing information.
5. We describe our fees and billing procedures at www.everquest.com,
which are incorporated by reference. All fees are stated in U.S.
Dollars. All fees are prepaid and non-refundable. Upon your acceptance
of these terms, we will automatically charge your credit card the
Account fee plus any applicable taxes we are required to collect, and
you authorize us to do so. Thereafter, on the applicable anniversary,
we
will charge your credit card the then-current renewal rate plus any
applicable taxes we are required to collect, and you authorize us to
do
so. If we are unable to process your credit card at a renewal period,
your account may be immediately terminated.
Phone support for all SOE titles is available MON-FRI 9:00AM-1:30PM
PST
and 3:30pm-6:00pm PST, at (858)537-0898. Also, MON-FRI 9:00AM-5:30PM
GMT at 0845 6004263 or 01895 204440
Phone support for Star Wars Galaxies is available MON-FRI
9:00AM-1:30PM
PST and 3:30pm-6:00pm PST, at (858) 790-7827(STAR). Also, MON-FRI
9:00AM-5:30PM GMT at 0845 6004263 or 01895 204440
Also, please make sure to visit our Knowledge Base at
www.station.com/kb
for up to date information for all of our games.
Live chat is also available MON-FRI 9:00AM-6:00PM PST at
http://www.station.sony.com/en/services/help/help.jsp
Reminder: Please keep your account information up to date. Customers
often have a difficult time recovering lost accounts if they allow
their
registration information to become out of date. To update your
account's
information, please refer to the "Account" section of your log in
screen.
Regards,
Sony Online Entertainment
Original Message Follows:
------------------------
You should refund us for the partial month, since the only
reason we canceled this account is the fact that you refused
to reset the password.
In other words, you denied us use of what we have paid for.
If you do refuse to provide a partial refund, we will have
to investigate legal action on the part of all your customers
that have been mistreated in this fashion.
Paul
-----Original Message-----
From: Accounts [mailto:***@station.sony.com]
Sent: Friday, July 23, 2004 5:33 PM
To: ***@esnow.us
Subject: Re: (KMM9777361I7L0KM)
Hello Ben,
Your Star Wars Galaxy Subscription has now been cancelled at your
request.
You will not be billed on the next billing cycle.
We hope to see you again soon.
***NOTE: Our policy is that we do not give refunds for subscriptions
you
have purchased after your free month is over.
For future reference, your case number is 3759960.
Regards,
Mike L.
Sony Online Entertainment CSR
Original Message Excluded:
-------------------------