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Save ANet and yourself time when requesting refund:


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#1 Tristany

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Posted 15 September 2012 - 07:51 PM

I just got my refund for the digital online purchase. Not bashing but the game is just not for me.

Thought I'd save the user and ANet some time by sharing what they sent me as a request for information. My initial request gave the reasons I was dissatisfied with the game and it was replied to about 5 days later with the following:

Quote

Thank you for updating us!

Could you please provide the following information so that we may locate the charge(s) and review your request?

- Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). (if available)
- The e-mail address you used when making the purchase. (if available)
or
- If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY.
- If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.
- Your billing zip code or postal code.

We look forward to your reply.

Initial post was made 9/8 and got an autoreplay the same day that stated soem random problem answers and a "If none of the above information answered your particular question, please reply to this email and let us know. "

I responded same day and on 9/12 I got the reply quoted above with purchase information requested.

On 9/14 I got an "approved" response and my money has been refunded.

So for clarity if you are considering requesting a refund... Make sure to first place all the info on your purchase (listed int he quoted section of this post) followed by your reasons for requesting a refund.  That way you will likely get your refund sooner and save ANet an additional support ticket int he queue.

I would guess that the cutoff for asking for refunds is 30 days.

Final message I received was:

Quote

Thank you for providing that information.

We have processed a refund for order number XXXXXXXX. A $59.99 credit has been applied to your card. This may not appear until your next billing statement.

All serial codes associated with the transaction(s) that have been refunded are now disabled.

Please let us know if you have any further questions.


#2 Azure Skye

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Posted 15 September 2012 - 08:05 PM

View PostTristany, on 15 September 2012 - 07:51 PM, said:

-Snip-
Good luck on finding the game you want to play, we are glad to have you for the time being. :)

Edited by Chalky, 27 September 2012 - 12:31 PM.


#3 Tristany

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Posted 15 September 2012 - 08:22 PM

Yeah, if nothing else I have great things to say about a company that stands behind their product.  They were polite and responded in a timely manner (considering their backlog of tickets).

I will not hesitate to consider future ANet offerings.. and perhaps even reconsider GW2 down the road should changes interest me.

#4 Alemoot

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Posted 15 September 2012 - 08:40 PM

Regardless of your opinions on the game and/or the availability of refunds for said game, this is actually a pretty helpful post for those players out there who weren't satisfied with what they purchased. Do we really need to flame people who gave the game a shot and decided it wasn't for them? Stay classy fanboys.

On topic: kudos to anet for their above-and-beyond-the-call-of-duty customer service.

#5 Wynterarwyn

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Posted 15 September 2012 - 09:00 PM

You know I"m not asking for a refund, I enjoy the game, but there are other people who might not, it's entertainment not a way of life. The op is being helpful I don't understand why some of you feel the need to troll.

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#6 innovation

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Posted 15 September 2012 - 09:16 PM

Yeah I just copy pasted my order info onto the refund request.  About 15 minutes later I got a response telling me a refund was being processed.  That was yesterday, and today I checked my account and sure enough there was my $60 refund.  

If anything you have to admit they are fast with refunds and responses!   I am glad I got one too cause I frankly wasn't happy at all with this game.  I tried to be, but to heck with it!  On to better things.

#7 dragongit

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Posted 15 September 2012 - 09:21 PM

Anyone hear of consumor responcibilities? Do your research before buying a game.  Granted you can't always be sure of what to expect by reviews alone. I can understand you may not be satisfied with your perchase. It does seem like you're taking advantage of a situation though. You can't get a refund on most other products, even full fledge games you'd be lucky to get a fourth of the price you paid unless you bought used.

I used to work at a hardware store, I've had situations where customers bought lawnmowers and weed whackers for a weekend, and brought them back shortly after. They basically "rented" our equipment and our policy we were obligated to give their refund back because they claimed it "didnt' work" though we could see the remnants of the work they used it with. So for our efforts, we were givin prodcut that was now unsellable again, and we lost money from it.

It's 60 dollars people. No subscription fee. I know money is tight, but if it really is up to cash and budget, you shouldn't have spent it in the first place. This game will keep for a long time, and there will be updates that will add more content. People who ask for refunds, take money away from Anet, which could potentially slow their progress down upon patches and expansions.  Sorry to sound like a fanboy, but really, don't abuse the system just because you got a few weeks out of a game, and expect full compensation back for it. Making the experience "free" while taking up their resources.

Refunds should be only reserved for prodcuts that are completely unusable and fundamentally broken, not because you got bored with it quickly. You should only have yourselves to blame, and live with the consequence. But hey, since they are apparently honoring refunds, my words fall on deaf ears. I just think it's asinine.

#8 karekiz

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Posted 15 September 2012 - 09:24 PM

Wow.

Depending on how long you have had the game it changes how "right" this is.  If it was about 4 days I would say ok for a refund, but if you have had this game since headstart or even Tuesday launch then that is borderline theft really.  Not saying the OP has had the game that long, but if he had it since for over a whole week that is absurd.

Nice that you got you money back I suppose.  Would be more shocking if he had 80 or 80's, but we don't know.

Edited by karekiz, 15 September 2012 - 09:26 PM.


#9 Casiidy

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Posted 15 September 2012 - 09:36 PM

I don't really think that people who bought the digital game get a refund. What about all the people who bought the game at a store? Doesn't really seem fair.

And for those who are about to troll me: I bought the game digitally and I am NOT interested in a refund. I'm just giving a thought.

#10 Arkis_WPvP

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Posted 15 September 2012 - 09:45 PM

Sad to see someone leave what I think to be a great game, but thanks for doing so in such an admirable fashion!

Good luck finding your game, and hopefully you change your mind down the road.

Edited by Shadok, 11 November 2012 - 07:23 PM.
stay on-topic


#11 Sans

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Posted 15 September 2012 - 10:00 PM

How many hours did you put in the game?
How far did you get with your main?

#12 Tristany

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Posted 15 September 2012 - 10:44 PM

Actually I thought my post would accomplish two things:

1) Provide people who were not happy with their purchase a clear option, instead of being a negative influence to potential people that may like it. Saying things like "I wasted $60 on a game that ended up not playing."  With a refund they are more likely to say "It was O.K., just not for me... and they were kind enough to stand behind their product and give me a refund.

2) To help minimize the ticket response time spent by ANet on refunds... allowing them to perhaps spemd that time on customers who are liking the game but having issues.


The alarming number of people who seem dead set against refunds is perhaps part of why America's level of quality products have dropped well below that of our world's competitors.

I once took my family and in-laws to a great rib place.  I had baosted how great this place was, adn when we were served the ribs were so tough you could barely gnaw the meat off the bone. (Usually was so tender the bone slid out)

I called the manager over and explained the problem and he immediately took away the plates and brought us a new set in 20 minutes. And they were amazing like usual.

When he brought the ticket he comp'ed the entire dinner and I told him I wasn't looking for that... I was MORE than happy to pay because he made it right... and he told me:

"Sir, I can't tell you how appreciative I am that you brought this to my attention.  So many people would have just kept quiet, left and perhaps never came again.. certainly no longer recommend our restaurant.  We are proud of our food and service, and because you were polite enough to inform me AND wait another 20 minutes for us to get it right... it is my pleasure to take care of your bill.  Please come back soon."

Being responsible consumers helps the businesses, not hurt them.

#13 His Divine Shadow

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Posted 15 September 2012 - 10:54 PM

Gotta love the tools criticizing the OP and making half-assed comparisons to hardware equipment or other similar items.

Guess what, games are different - you DON'T know what kind of product you're getting no matter how many youtube videos you watch. If the OP felt dissatisfied with the game after playing it for a while (and I can easily see why), and Anet has no issues refunding him for it, then there's nothing to comment on. Clearly its a good business practice to keep customers satisfied, even when it involves refunding their purchase. Not like it costs Anet much to do so.

#14 Tristany

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Posted 15 September 2012 - 10:58 PM

View PostSevahren, on 15 September 2012 - 10:46 PM, said:



Seriously, i hope u sent them a fcking 40 page manual what u didn't thought was good in game and all the possible feedback of playing at least 50 hours after getting level 80 then you can compare it to raw ribs.

I am sorry you have gotten so upset.  If it helps.. I haven't played it that much at all.. I had a level 42 Necro and a level 22 Guardian.. I wasn't having much fun and realized that there wasn't much of an endgame that would entice me to play even if I did stick it out to 80.

I am sure there are plenty of people who are going to love it for a long time to come... so you should try and not to get too bent out of shape for the few that are leaving.

#15 thehotsung

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Posted 15 September 2012 - 11:05 PM

View PostTristany, on 15 September 2012 - 10:58 PM, said:

I am sorry you have gotten so upset.  If it helps.. I haven't played it that much at all.. I had a level 42 Necro and a level 22 Guardian.. I wasn't having much fun and realized that there wasn't much of an endgame that would entice me to play even if I did stick it out to 80.

I am sure there are plenty of people who are going to love it for a long time to come... so you should try and not to get too bent out of shape for the few that are leaving.

I'm not enjoying the game at the moment, but there is really no other mmorpg out in the market right now.  I must say you are extremely lucky to get a refund because it almost impossible to get a refund on open or used PC games.  I know, I try returning The Sim 4 Deluxe Edition and they all look at me weirdly, and that was only $30 bucks.  However you did get pretty far in game, but hey I don't fault you for being smart and I am quite surprise that Anet gave you a refund with zero hassle.

#16 MyTabbycat

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Posted 15 September 2012 - 11:17 PM

If a person can't play the game due to their computer or something like that, I can understand giving them a refund.

But to purchase a game and play and later on decide it's not for you... I honestly don't think it's right in asking. That's like cheating.

Edited by MyTabbycat, 15 September 2012 - 11:18 PM.


#17 Judge

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Posted 15 September 2012 - 11:55 PM

View PostMandyMemory, on 15 September 2012 - 08:06 PM, said:

Most online games will give you a refund.  Hell, gamestop will give you a refund if you buy used.

It's really no different than taking back a shirt you don't like...
In which case any normal store would say "then why did you buy it?" Seriously, there is 0 obligation for a store to accept a customer returning a shirt they bought if they afterwards say they don't like it. If the shirt is damaged (by manufacturer's fault, not the customer's), then sure. Personal feelings about something you chose yourself to buy? If the store is kind they will give you store credit, or if the store is incredibly kind they will give you a refund, but there is no right to refund on this basis.

#18 karekiz

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Posted 15 September 2012 - 11:58 PM

View PostTristany, on 15 September 2012 - 10:58 PM, said:

I am sorry you have gotten so upset.  If it helps.. I haven't played it that much at all.. I had a level 42 Necro and a level 22 Guardian.. I wasn't having much fun and realized that there wasn't much of an endgame that would entice me to play even if I did stick it out to 80.

You are responsible in that you quit when you weren't having fun.  Which is good.

The problem is that you will have TONS of people burning to 80 look around and say "I want my money back, DE's suck and aren't fun and no endgame lolz.  I had no fun and it wasn't what it was shown as!"  That to *ME* would be something similar to watching a movie three times in the theater and turning around and asking for a refund because the movie sucked, but you watched three times to make sure.

^ That doesn't deserve a refund.  Yours did as ANet could tell you weren't cheating them out, by beating Zhaitan and asking for a refund in essence.  It is on both the Customer to know when it is right to get refunded and the company to know when they are being cheated.

Because far more people will try and cheat you than act responsible.   Or maybe I just don't trust anyone...../shifty eyes.

#19 Fernling306

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Posted 16 September 2012 - 03:48 AM

Kind of a stupid question.. Are they refunding physical box copies? I would assume its only digital, but have to check. :)

#20 Jeuraud

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Posted 16 September 2012 - 03:51 AM

View Postjirayasan, on 15 September 2012 - 08:27 PM, said:

Refunds should not be accepted. If you bought the game, you bought it.

   I can remember when I used to be able to take any Software I purchased back to the store I purchased it from. Software became non returnable when it was found out that many consumers were coping them , and then returning them (This was back when software came on 5.25 & 3.5 floppies.). The software companies developed protection keys over time, but the non return aspect of software did not change. I as a consumer in the US have the right to return a purchase within a certain amount of time (With the proper package materials, and in good condition of course.), and software should be no exception now. Just because you bought off on the software companies no return policies does not change that.

#21 Tristany

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Posted 16 September 2012 - 03:52 AM

I would think it would be any version purchased directly through ANet's website and not a 3rd party.  If you purchased a physical box through them (was/is that possible?) they may ask to have you send it back.

My refund was for a digital purchase.

#22 Healix

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Posted 16 September 2012 - 04:30 AM

You can't buy physical boxes through ArenaNet. Returning a physical box is entirely up to the retailer you purchased it from. Unlike normal products, when you attempt to return a game that you already used, you're attempting to return the game in a "destroyed" condition. No matter how good the packaging looks, the CD key that is needed has been used/destroyed forever. It'd be like trying to return a scratched scratch & win.

ArenaNet will probably offer refunds for up to 90 days from when it was purchased. This way they don't have to pay if someone forces a refund by requesting a chargeback. After 90 days, all you can really do is complain about it.

#23 Chaos

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Posted 16 September 2012 - 04:54 AM

To all the people saying people shouldn't get refunds/getting a refund is retarded/etc - don't you think that's Anet's decision to make, not yours?

If a player isn't happy with the game and wants a refund and Anet is happy to give him/her one, what does it matter to you?

#24 XPhiler

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Posted 16 September 2012 - 05:51 AM

Arenanet are really generous. Something that hasnt been mentioned yet and the reason why even though it doesnt really effect me is its open to abuse is that Arenanet actually loose money to give a refund And I am not saying the amount you paid for the game, thats fine and not really lost money just lost profit. What I am talking is beyond that. Arenanet got charged when you used the credit card to pay for the game and they got charged by the credit card company when they did a refund!

I hope people are being honest and not really finishing the game, having their fun quickly and then demand a refund because they dont feel the game has anymore to offer. Cause that would be really dishonest in my opinion. Like others pointed before me, this game is not for me shouldnt even be a valid reason either! You cannot really change your mind once you commit, I cant refuse to pay at a restaurant cause I didnt like the food I ordered, I cant demand a refund from the cinema cause the movie wasnt to my liking.

If you had technical issues thats fine and fair but if you didnt like it especially if you ignored all advice given about how to maximize fun in GW2 and demanded a refund based on that, personally I feel thats dishonest!

#25 MandyMemory

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Posted 16 September 2012 - 06:36 AM

View PostJudge, on 15 September 2012 - 11:55 PM, said:

In which case any normal store would say "then why did you buy it?" Seriously, there is 0 obligation for a store to accept a customer returning a shirt they bought if they afterwards say they don't like it. If the shirt is damaged (by manufacturer's fault, not the customer's), then sure. Personal feelings about something you chose yourself to buy? If the store is kind they will give you store credit, or if the store is incredibly kind they will give you a refund, but there is no right to refund on this basis.
I've never met a store that wont give you a refund within 30 days (Unless a special exception, which is always listed) and they won't even ask you any questions.  Maybe you're from a different country or something, but in the USA it's pretty normal to be able to get a refund on anything for any reason.  Arenanet just happens to be based here too.

#26 azanti987

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Posted 16 September 2012 - 07:51 AM

View Postthehotsung, on 15 September 2012 - 11:05 PM, said:

I'm not enjoying the game at the moment, but there is really no other mmorpg out in the market right now.  I must say you are extremely lucky to get a refund because it almost impossible to get a refund on open or used PC games.  I know, I try returning The Sim 4 Deluxe Edition and they all look at me weirdly, and that was only $30 bucks.  However you did get pretty far in game, but hey I don't fault you for being smart and I am quite surprise that Anet gave you a refund with zero hassle.

They usually don't give refunds because you opened the box and they can't resell it after that, digital sales they really don't have any excuse at all for not giving a refund.  A lot of people aren't happy with guild wars 2 and getting a refund stops them being angry haters.  .

Quote

You are responsible in that you quit when you weren't having fun.  Which is good.The problem is that you will have TONS of people burning to 80 look around and say "I want my money back, DE's suck and aren't fun and no endgame lolz.  I had no fun and it wasn't what it was shown as!"  That to *ME* would be something similar to watching a movie three times in the theater and turning around and asking for a refund because the movie sucked, but you watched three times to make sure.^ That doesn't deserve a refund.  Yours did as ANet could tell you weren't cheating them out, by beating Zhaitan and asking for a refund in essence.  It is on both the Customer to know when it is right to get refunded and the company to know when they are being cheated.Because far more people will try and cheat you than act responsible.   Or maybe I just don't trust anyone...../shifty eyes.
Anet don't agree with you, neither to ncsoft.  Unless it's a scam getting your money back on something you aren't happy with is basic retail procedure.  As long as the product is as it was when you got it.

Edited by azanti987, 16 September 2012 - 07:56 AM.


#27 Runkleford

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Posted 16 September 2012 - 08:17 AM

I guess this being an MMO there's more leeway to giving refunds than if it were a single player game so that people aren't just renting and playing the game for free. I wonder what the deadline for getting a refund is though. 30 days is still plenty of time to play GW2 and get the full experience of the current content and all for free with the refund.

#28 Sleepyx732

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Posted 16 September 2012 - 08:29 AM

Hrmm.. only game I've gotten a refund for was D3. And that was simply on basis that I didn't like it.. that's right, I thought it sucked.

I'll be here, waiting.. waiting for someone to tell me how much of a "tool" I am.

#29 Thongurf

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Posted 16 September 2012 - 12:29 PM

Thank you for this thread, i didnt know one can actually get a refund, and now i am going to request one - one week of playtime for an mmo is just too little for me.

#30 Fox_LWW

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Posted 16 September 2012 - 12:41 PM

View PostThongurf, on 16 September 2012 - 12:29 PM, said:

Thank you for this thread, i didnt know one can actually get a refund, and now i am going to request one - one week of playtime for an mmo is just too little for me.

This makes me assume you reached the end? Don't even bother. It's not like they are gonna refund you for playing everything out and then saying there's not enough content.




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