If a GM would be so kind as to pull the below topic to the "general" that would be great. What I though was a bug is actually "Customer Service"?

Thanks in advance.

This is not the first or last time ill see a game that bans people for refunds. And the fact that your demanding a refund for a game u gifted to someone else in this process is laughable. 

Dont get me wrong i understand there are some legit reasons for a refund, but u didnt wait. U went behind PA to microsoft for the refund and thats where the issue lies. Why? Because if u look back even a year or 2 into refund fraud u would see games where people would spend thousands for cash shop stuff then go to the source(apple, android, microsoft, sony) for a refund beind the developers back and most times would get the refund while still keeping everything they bought in game.

Game or war-fire age on mobile is a prime example.  Someone could drop 10k, get a refund, drop the same 10k, get refund etc.

Companies have gotten smart about this, so refunds not directly issued by them are, in most cases, considered to be a fraud attempt. 

Sorry this has happened but i suggest u patiently wait to speak with PA about this

I think that’s what happening to me I accidentally bought two pearl packs because I didn’t get s confirmation it went through so I contacted them threw support ticket and told them to refund me since I didn’t open it and they told me to go through Microsoft to get a refund and I did that then the game updated and suddenly I can’t log on. I can get to character select but it just says disconnected to game. 

5 minutes ago, Knotty said:

I think that’s what happening to me I accidentally bought two pearl packs because I didn’t get s confirmation it went through so I contacted them threw support ticket and told them to refund me since I didn’t open it and they told me to go through Microsoft to get a refund and I did that then the game updated and suddenly I can’t log on. I can get to character select but it just says disconnected to game. 

If u have the correspondence where they told u to get a refund through microsoft then you are safe on that part. U should contact PA again with your current issue, explain the previous issue as well as a screen shot of the solution THEY gave u and ask how to proceed.

1 hour ago, Hieraphant said:

This is not the first or last time ill see a game that bans people for refunds. And the fact that your demanding a refund for a game u gifted to someone else in this process is laughable. 

 

Dont get me wrong i understand there are some legit reasons for a refund, but u didnt wait. U went behind PA to microsoft for the refund and thats where the issue lies. Why? Because if u look back even a year or 2 into refund fraud u would see games where people would spend thousands for cash shop stuff then go to the source(apple, android, microsoft, sony) for a refund beind the developers back and most times would get the refund while still keeping everything they bought in game.

Game or war-fire age on mobile is a prime example.  Someone could drop 10k, get a refund, drop the same 10k, get refund etc.

Companies have gotten smart about this, so refunds not directly issued by them are, in most cases, considered to be a fraud attempt.  ?

 

Sorry this has happened but i suggest u patiently wait to speak with PA about this

I understand your view and but as it stands it doesn't gratify what's happened. The BDO team is quite responsive, I'd say they always reply within the hour but generally much quicker. Even after the BDO admitted fault the refund was denied on grounds that I had equipped the items. Unfortunately without equipping the items and contacting the BDO team I wouldn't have known that the text in the UI was false. A simple removal of the items and refund of the items (in pearls) didn't seem unreasonable to me?

I did wait for the team to respond over 2 days (I believe?) without a response. They only responded to me after I informed the BDO team that MS had refunded the pearls and to close the open tickets. It was done within the hour.

In my original ticket I asked that the items be removed and refunded, I didn't ask to keep them or ask for compensation.

Through the whole process I've tried to be as amicable as possible BUT it is difficult to resolve a situation if the other side is unwilling to respond.

I've have supported this game prior to launch by purchasing the Ultimate edition, I purchased Pearl packs there after and looked to support this game monetarily into the future much like I have with Warframe, Gems of War as many other games.

Also as reference upon informing the BDO team that it had been resolved with MS;

Im still curious what item had this false UI issue as u never explained it in any if your posts.

What u did though was accept and acknowledge opening a pearl pack negated the ability for a refund(binding contract). So regardless what u spent it on u agree not to accept a refund. Plain text. No UI error there.

I know it seems harsh what im saying, ive just had to deal with many similar situations in my years of gaming. Technicalities and how things are presented and agreed upon is what protects the company or a player in situations. At least BDO has far more "are u sure u wanna do this" text boxes appear then other games

6 hours ago, Hieraphant said:

Im still curious what item had this false UI issue as u never explained it in any if your posts.

What u did though was accept and acknowledge opening a pearl pack negated the ability for a refund(binding contract). So regardless what u spent it on u agree not to accept a refund. Plain text. No UI error there. ?

 

 

I know it seems harsh what im saying, ive just had to deal with many similar situations in my years of gaming. Technicalities and how things are presented and agreed upon is what protects the company or a player in situations. At least BDO has far more "are u sure u wanna do this" text boxes appear then other games

I had purchased and equipped 6 pearl items, items that I purchased because I wanted to. Later on I saw in "My Information" (inventory UI) that there was an "Outfit Slot Equipment Effect" (8 Parts) that effected Weapon durability consumption -10% and death penalty -10%. I then purchased "[Warrior] Rektar Piercing" and "[Warrior] Raven Ear Cuff" to trigger the 8 piece effect. After equipping 8 Parts in my pearl inventory the effect did not activate so I contacted BDO advise if this is a bug and if so, an ETA for a fix?

I had a reply;

I explained that the purchases (the 2 items) were based on what was presented in the UI and so asked for the 2 items be removed and refunded. A simple process I thought under the circumstances.

Another user has the same issue;

You know it says the effect can’t be triggered be cause awakening isn’t out yet right? Also it says only unopened/unequipped items can be recovered

3 hours ago, Xuan said:

You know it says the effect can’t be triggered be cause awakening isn’t out yet right? Also it says only unopened/unequipped items can be recovered

I know that because customer services told me after I made the purchases and requested why the effect wasn't working. Does it mention that in the inventory UI or in-game? If so could you please tell me where because I'll hold my hands up and say I missed it.

If you open the "Inventory" and press RB twice where you should end up on the "My information" tab. All it states for me (apart from other equipment effects) is;
 

Quote

 

Outfit Slot Equipment Effect

4 Parts : Combat EXP +10%

6 Parts : Skill EXP +10%

8 Parts : Weapon Durability

Consumption -10%

Death Penalty -10%

 

The 4 and 6 effects are highlighted blue because they're active, the 8 parts effect is greyed out because it's inactive. There's no mention of requiring Awakening to enable this effect that I can see.

Regarding the recovery of items as you explained and is detailed in the "Recovery Support Criteria Table" of the operational policy is for "Wrong items purchased at the Pearl Store.". The other documented situation detailed is where " The items wrongly and mistakenly gifted to someone through Pearl Store." Neither of those cover this situation.

16 minutes ago, Crimson said:

Recovery? Support Criteria Table" of the operational policy is for "Wrong items purchased at the Pearl Store.". The other ?documented situation detailed is where " The items wrongly and? mistakenly gifted to someone through Pearl? Stor?e????." Neither of those cover this situation.??

Because u used the items.  If u bought the wrong items or gifted the wrong item and they were not touched it wouldnt be an issue. U used them which invalidates wanting a refund according to the policy.

37 minutes ago, Hieraphant said:

Because u used the items.  If u bought the wrong items or gifted the wrong item and they were not touched it wouldnt be an issue. U used them which invalidates wanting a refund according to the policy.

You're right under the circumstances outline in the Recovery? Support Criteria Tabl?e; either "Wrong items purchased at the Pearl Store." or " The items wrongly and? mistakenly gifted to someone through Pearl? Stor?e????.".

The purchases of the 2 items to create a 8-piece set was done so based on information that wasn't true. It wasn't a bug, the content isn't available so the information should not have been displayed in game. This was obviously an oversight. It should have been a straightforward refund under the circumstances.

Ultimately, the company generated revenue (no matter how great or small) based on false information which is fraud. You can't argue that fact.

I still believe that under the circumstances, not "Wrong items purchased at the Pearl Store." or " The items wrongly and? mistakenly gifted to someone through Pearl? Stor?e????." that a refund request is reasonable.

Reading  through this thread, let’s be honest here..

As a normal customer in the real world, buying a product, you expect things to work as intended.

Proper customer service would refund the customer full amount for this situation because the product is incomplete. Ar that point the product would either A) Be pulled from shelves until it works as intended or B) The sales rep would go to each store with some updated marketing ‘sticker’ that says ‘full product effect will be supported at a later date’ and stick it on every product packaging. Either way, bad customer experience, bad product presentation.

The customer here has every right to a refund because the 8 piece effect isn’t WORKING AS INTENDED. 

If it was me, I get a refund from Microsoft explaining in detail the situation and if PA locks my account because of a refund from Microsoft, I go back to Microsoft and get a refund for the entire game. I guarantee you I would get a game refund regardless of hours played because PA is wrong in both accounts, incomplete product and improper customer account management.

8 piece is working. It's not broken.

They currently only have 7 slots for sale. And the buyer didn't realize this and wants a refund.

I have a 4 piece costume plus 2 more for knowledge. Think the 7th slot is lucky underwear and brings value without the 8 piece. 

I am getting my use out of these pieces and know what I was buying.

Lack of information is not same as false information though. Saying this is an 8 piece bonus without specifying exactly what is needed is not false information. That is in fact what bonus u get with the 8 pieces.  

Im not argueing that it should be taken as a misunderstanding because of bad UI, but your trying to portray them as stealing and claiming false information when the information is accurate. U assumed that any 8 pieces would suffice and....well....you know what they say when u assume.

4 minutes ago, Uberkull said:

Reading  through this thread, let’s be honest here..

 

The customer here has every right to a refund because the 8 piece effect isn’t WORKING AS INTENDED. 

 

I absolute agree with this statement. 100% true. 

2 hours ago, Uberkull said:

Reading  through this thread, let’s be honest here..

As a normal customer in the real world, buying a product, you expect things to work as intended.

Proper customer service would refund the customer full amount for this situation because the product is incomplete. Ar that point the product would either A) Be pulled from shelves until it works as intended or B) The sales rep would go to each store with some updated marketing ‘sticker’ that says ‘full product effect will be supported at a later date’ and stick it on every product packaging. Either way, bad customer experience, bad product presentation.

The customer here has every right to a refund because the 8 piece effect isn’t WORKING AS INTENDED. ?

If it was me, I get a refund from Microsoft explaining in detail the situation and if PA locks my account because of a refund from Microsoft, I go back to Microsoft and get a refund for the entire game. I guarantee you I would get a game refund regardless of hours played because PA is wrong in both accounts, incomplete product and improper customer account management. ?

Thank you for your support. I did get a refund for the pearl pack used to fund the purchase of the items through the Xbox customer support team. Unfortunately my account was blocked by the BDO customer service team until I repurchased the pearl pack that was refunded. The BDO customer service team pretty much help my account ransom because Xbox did what they wouldn't. The BDO overruled the Platform owner which raises concerns about customer protection on the Xbox platform but that's a story for another time.

2 hours ago, Doktar said:

8 piece is working. It's not broken.

 

They currently only have 7 slots for sale. And the buyer didn't realize this and wants a refund.

I have a 4 piece costume plus 2 more for knowledge. Think the 7th slot is lucky underwear and brings value without the 8 piece. 

I am getting my use out of these pieces and know what I was buying.

 

I think you may have misunderstood. Attached is one of the images that I originally sent the customer support team when I inquired if there was a bug;

As you can see, there's 8 items equipped and I'm not the only one to complain about this;

8 minutes ago, Crimson said:

I think you may have misunderstood. Attached is one of the images that I originally sent the customer support team when I inquired if there was a bug;

As you can see, there's 8 items equipped and I'm not the only one to complain about this;

 

But the 8 piece is working, just dont have the specific 8th piece yet. Its not any 8 random pieces. As they told u its 8 specific.

25 minutes ago, Crimson said:

The BDO overruled the Platform owner which raises concerns about customer protection on the Xbox platform but that's a story for another time.

 

Thats how it is with everything.  Your playing PA game not Microsoft's.  Why would microsoft have more authority of PAs game then them?? Thats a terrible business model

1 hour ago, Hieraphant said:

Thats how it is with everything.  Your playing PA game not Microsoft's.  Why would microsoft have more authority of PAs game then them?? Thats a terrible business model

I understand your point of view and this isn't a dig at Microsoft. All the major console companies have claimed actions to protect customer rights and protect "children". I think these have been thrown around needlessly at times in the past but any platform is supposed to safe regardless of age.

If a platform holder can't hold companies accountable for operations on their service then how can they assure the protection of users?

As I've previously said, BDO customer services are very prompt at responding to issues, I'd say you get a response in well under an hour BUT they haven't responded to my tickets about the refund request and no one has addressed this topic (or the other post) in the forum. They knew about this issue when I inquired about it on 24?-03-2019. They haven't even put a notification in-game to inform users like they did previously about missing silver in the CM at launch and currently the guild quests not completing as intended.

This maybe a one off issue on BDO and I hope it is but as games-as-a-service become more prevalent in the future and as a lot of the games on the market use their own digital currency, I imagine situations similar to this will happen more frequently. I don't mean epidemic scale by any means, just more frequently but if the platform holder is "powerless" to protect it's users then what rights can they offer and actually enforce?

For instance I have 3 children that engage with Xbox services on Xbox One and Windows 10. As a parent I'd like to know that if a company ripped off my kids that something could be done about in the event the company responsible isn't willing to resolve the issue or even communicate.

My suggestion maybe a terrible business model for business but the current one is bad for consumers.

Edit: I don't know if I made it clear but I don't mean platform holders should control developer/publisher business models, just aid in resolving issues when necessary - basically protect there customers/users.

That may have deviated from the issue at hand but I don't mind been called on things that I say. I don't mind hearing and discussing apposing views. I just wish that customer support would be so open.

1 hour ago, Crimson said:

I understand your point of view and this isn't a dig at Microsoft. All the major console companies have claimed actions to protect customer rights and protect "children". I think these have been thrown around needlessly at times in the past but any platform is supposed to safe regardless of age.

If a platform holder can't hold companies accountable for operations on their service then how can they assure the protection of users?

As I've previously said, BDO customer services are very prompt at responding to issues, I'd say you get a response in well under an hour BUT they haven't responded to my tickets about the refund request and no one has addressed this topic (or the other post) in the forum. They knew about this issue when I inquired about it on 24?-03-2019. They haven't even put a notification in-game to inform users like they did previously about missing silver in the CM at launch and currently the guild quests not completing as intended.

This maybe a one off issue on BDO and I hope it is but as games-as-a-service become more prevalent in the future and as a lot of the games on the market use their own digital currency, I imagine situations similar to this will happen more frequently. I don't mean epidemic scale by any means, just more frequently but if the platform holder is "powerless" to protect it's users then what rights can they offer and actually enforce?

For instance I have 3 children that engage with Xbox services on Xbox One and Windows 10. As a parent I'd like to know that if a company ripped off my kids that something could be done about in the event the company responsible isn't willing to resolve the issue or even communicate.

My suggestion maybe a terrible business model for business but the current one is bad for consumers.

Edit: I don't know if I made it clear but I don't mean platform holders should control developer/publisher business models, just aid in resolving issues when necessary - basically protect there customers/users.

That may have deviated from the issue at hand but I don't mind been called on things that I say. I don't mind hearing and discussing apposing views. I just wish that customer support would be so open.

Platform owners do hold exclusive platform game publishers accountable. That is facr.

There is no way MS is going to jeopardize their current initiative to further strengthen their Gaming platform. With the moves over the last year to buy 1st party dev studios, buy once play anywhere for PC, Xbox games running native on PC(not streamed), and the rebranding of the Xbox brand to Xbox Game Studios. Point is, MS will not allow inferior titles or publisher practices to jeopardize their brand,

Two things that PA needs to address.

1) The customer support experience. Blocking a account because of a MS platform refund. Horrible customer experience. The sale goes through MS store, not PA. So the customer route is through MS. Period. PA needs to understand the rules here in NA.

2) Memory leak issues where all resources are consumed on the Xbox. Play enough in one gaming session and you will eventually see this error. No game on the  Xbox platform has ever triggered this error. This is not acceptable.

If enough customers complain to MS in a constructive way and explain what PA is doing to customers, MS will address the issue.

3 hours ago, Hieraphant said:

But the 8 piece is working, just dont have the specific 8th piece yet. Its not any 8 random pieces. As they told u its 8 specific.

Umm bro there are 8 slots... outfit = 3 helm =1 aka thats first line....weapon =1 sub =1 underwear = 1and glasses = 1... thats 8.....glad you still comment these forums not knowing a thing about bdo.... and dont try to say the outfits 1 ... its always been 3 slots hence why it breaks down for the most valks

5 minutes ago, Danksaurusrex said:

Umm bro there are 8 slots... outfit = 3 helm =1 aka thats first line....weapon =1 sub =1 underwear = 1and glasses = 1... thats 8.....glad you still comment these forums not knowing a thing about bdo.... and dont try to say the outfits 1 ... its always been 3 slots hence why it breaks down for the most valks

Umm bro scroll up and real Peal Abyss reply to the origional poster saying the awakening costume piece is the 8th item needed not glasses. 

On 3/30/2019 at 6:00 PM, Crimson said:

reetings and Salutations Adventurer

I am GM XXX of the Black Desert Xbox Team, and I am here to answer your Inquiry.

I have seen your ticket and read????? your concern, as such, please be informed that the 8-Piece Trigger effect comes from the 8 Slots Pearl Equipments - Helmet, Body, Gloves, Shoes, Main-?Weapon, Off-Hand, Underwear, and Awakening Weapons. As we currently do not have Awakening available? in-game, the set-trigger could not yet be activated?

Its ok im sure u look pretty though

2 minutes ago, Hieraphant said:

Umm bro scroll up and real Peal Abyss reply to the origional poster saying the awakening costume piece is the 8th item needed not glasses. 

 

Its ok im sure u look pretty though

Not how it worked on pc but mmmk... also chill with the tough stuff... you gotta be one of the most annoying pricks i ever see on this forum complaining constantly and whiteknighting the gms.

2 minutes ago, Danksaurusrex said:

Not how it worked on pc but mmmk... also chill with the tough stuff... you gotta be one of the most annoying pricks i ever see on this forum complaining constantly and whiteknighting the gms.

Tough stuff??? Didnt u start your comment with umm bro there tough guy.

And if im annoying for pointing out something stated in this thread and by the origional poster not me and not something the origional poster is arguing then ill continue to be annoying.

As for white knighting, if u scrolled up and read, i did agree he should be refunded due to misinformation, but also stated the technicalities, which the OP didnt mind having a back and forth about.

2 minutes ago, Hieraphant said:

Tough stuff??? Didnt u start your comment with umm bro there tough guy.

And if im annoying for pointing out something stated in this thread and by the origional poster not me and not something the origional poster is arguing then ill continue to be annoying.

As for white knighting, if u scrolled up and read, i did agree he should be refunded due to misinformation, but also stated the technicalities, which the OP didnt mind having a back and forth about.

Bro now means i am tough? Its the fact i see you on here all day complaining stuffs in the wrong sub... stuffs not labeled right... people didnt ask a question how you would... or my favorite you never know the answer but beat around the bush for 6 days yelling at people.. you are daft af mate

Just now, Danksaurusrex said:

Bro now means i am tough? Its the fact i see you on here all day complaining stuffs in the wrong sub... stuffs not labeled right... people didnt ask a question how you would... or my favorite you never know the answer but beat around the bush for 6 days yelling at people.. you are daft af mate

Shits wrong. Pointed it out, but still answered the question, labeled wrong but still answered the question.

As for beating around the bush for 6 days, please show me that post. Talking about upgrade quests...you mean the one i answered, then answered again, then quoted the GM about. 

Its ok. Keep complaining.  As u stated i got nothing but time. Still my communuty reputation goes up, havent been warned or banned by the CM, and im still posting.

37 minutes ago, Uberkull said:

Platform owners do hold exclusive platform game publishers accountable. That is facr.

There is no way MS is going to jeopardize their current initiative to further strengthen their Gaming platform. With the moves over the last year to buy 1st party dev studios, buy once play anywhere for PC, Xbox games running native on PC(not streamed), and the rebranding of the Xbox brand to Xbox Game Studios. Point is, MS will not allow inferior titles or publisher practices to jeopardize their brand,

Two things that PA needs to address.

1) The customer support experience. Blocking a account because of a MS platform refund. Horrible customer experience. The sale goes through MS store, not PA. So the customer route is through MS. Period. PA needs to understand the rules here in NA.

2) Memory leak issues where all resources are consumed on the Xbox. Play enough in one gaming session and you will eventually see this error. No game on the  Xbox platform has ever triggered this error. This is not acceptable.

If enough customers complain to MS in a constructive way and explain what PA is doing to customers, MS will address the issue.

This is in fact not true. Microsoft/Xbox is responsible for the sale of pearl packs and Pearl Abyss is responsible for micro-transactions. Regardless of this fact and under the circumstances Microsoft/Xbox did issue a refund that was nullified by Pearl Abyss blocking my account until the pearl pack was repurchased.

Microsoft have given me details for the legal team of which I'll be sending a letter to over the next 2 days (I'm off work). They also suggested contacting my local consumer protection agency which I'll be forced to do if the DBO support team insists on ignoring me and this issue.

Perhaps if enough people complained Microsoft would act but there shouldn't be a threshold on situations like this, it should only take one instance/accusation with supporting evidence to start a review process. I spoke to agents, a supervisor and a manager at Xbox customer support about the issue since I had to repurchase the pearl pack to unblock my account. They've given me details of how to preceded and I'm grateful for that. They did offer to refund the pearl pack again but obviously I said there wasn't much point because my account would be blocked again. I've had more support from Microsoft/Xbox than I've had from Pearl Abyss.

I'm glad to see that while there's users in this forum with different views and opinions agree that this needs to be addressed by the DBO customer support team.

You know, once upon a time people used to be able to resolve issues one-to-one with a company representative be it customer service or otherwise. Now, especially in the gaming industry, it seems customers go ignored until some one makes a Youtube video or Reddit post - it's shameful.

1 hour ago, Crimson said:

This is in fact not true. Microsoft/Xbox is responsible for the sale of pearl packs and Pearl Abyss is responsible for micro-transactions. Regardless of this fact and under the circumstances Microsoft/Xbox did issue a refund that was nullified by Pearl Abyss blocking my account until the pearl pack was repurchased.

Microsoft have given me details for the legal team of which I'll be sending a letter to over the next 2 days (I'm off work). They also suggested contacting my local consumer protection agency which I'll be forced to do if the DBO support team insists on ignoring me and this issue.

Perhaps if enough people complained Microsoft would act but there shouldn't be a threshold on situations like this, it should only take one instance/accusation with supporting evidence to start a review process. 

This was my point

 Hell...make a Yourube video to fo along with your case. That gets enough views, you can get results.

10 hours ago, Uberkull said:

This was my point

 Hell...make a Yourube video to fo along with your case. That gets enough views, you can get results.

I don't have any presence on YouTube but you're right. Do you any suggestion who may be interested in the sort of content this could generate for an established Youtuber? I could probably try to contact YongYea, Jim Sterling and Laymen Gaming? Each of them have their unique approach at highlighting problems within the industry and incidents. They've all dabbled in controversies surrounding micro-transactions and consumer rights. Anyone else?

I obviously have supporting evidence for all my claims including media, dialogue between myself and BDO customer support, transcripts between myself and the Xbox support team.

I honestly think that the BDO customer support team think if they keep quiet that this issue will go away once Awakening is released but they couldn't be more wrong. I intend to see this through to its conclusion. This is fast becoming more than just a dispute about a pearl refund, a monetary refund of £7.59 and more about the lack of support offered by the BDO customer service and actual consumer rights available and enforced on the Xbox platform.