Another customer support complaint

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GoHybrid67
Settler

Another customer support complaint

Sorry that my first post here ever is a complaint. But when a company offers a monthly subscription at 8.99, to be billed after the two week free trial, then doesn't charge the card on file to bill the first month after the trial ends like they're supposed to. Resulting in my downloads to be shut off my first week after my free trial ends, doesn't respond to emails trying to get it fixed, and then CANCELS my account and say if I want to restart I have to pay 12.99 now, well, that's probably the worst customer service I've dealt with in a long time. 

 

But they said in my cancelation email that if I had any comments about Viveport Infinity, I should come here and post them. So here I am. 

 

There was a note that popped up in Viveport VR that there was some sort of a problem with my card, but given that they had NO problem charging the $25 for the 7 games I bought on sale during the trial, clearly that's not the case. Feels more like a "bait and switch" situation to me. Offer it at the cheaper rate, claim the payment card is no good, cancel the account for non payment, then offer to restart it at the higher price. :-/ Not cool. 

 

Or it could be just a legitimate mistake, which would be fixed easily by signing me back up at the lower originally offered price that I would have gotten had someone just charged the card I have on file last week like they were supposed to. Steam games through Viveport seem to run better than running them through Oculus, so would LIKE to keep my Infinity subscription. But only if the originally promised price will be honored. 

neon32
Contributor

Re: Another customer support complaint

I've just had something like this happen to me too. I just receieved an email out of the blue saying that my subscription has been cancelled even though i didn't cancel it. I've just sent them a message to ask what's happened.

 

I signed up for the trial with the intention of carrying on with the 8.99 a month offer, so i'm worried now that i've lost that offer because of the cancellation.

 

Community

Re: Another customer support complaint

Hi @GoHybrid67 and @neon32,

Can you both do me a favor and send an email to customerservice@viveport.com? Our Customer Care team can look into this for you. Please be as descriptive as you possibly can be and make sure you include the email address you have associated with your Viveport account.

Thanks!
SNP
-SuperNikoPower
Community Manager
Available Monday - Friday
GoHybrid67
Settler

Re: Another customer support complaint

Someone on Reddit suggested that I try getting assistance via chat this morning, that any issues he's had in the past with them, were resolved within a few minutes getting a real person on an online chat. So tried that. Absolutely zero help.  I was told that "it's very odd that your account were canceled all of a sudden because we don't even have the tools to modify subscriptions or accounts remotely".  Ummm, yes you apparently can because that's exactly what happened. And he went on to tell me that neither he, nor his manager, nor his manager's manager had ANY way to reactivate my account at anything other than the $12.99 rate. And to go back to the same customer service link that, up to this point, had completely ignored me. So that was a complete bust this morning. Will try the different email address supplied by SNP this afternoon and maybe get some resolution that way. I'd really rather NOT cancel the service, it's nice that my Steam games seem to play better through Viveport than they do through Oculus (not sure why that is, but as long as things work better I don't really care why), and I like that there are things I can try in Viveport that are Viveport only experiences, but that whole "we screwed up so you'll have to pay more" bait/switch thing really irked me. Will continue to try and resolve. 

GoHybrid67
Settler

Re: Another customer support complaint

Will do. During this whole mess, the online "contact us" email link has been completely ignored, (and the chat feature was of no help this morning either), so definitely game to try this new email address before completely giving up on Viveport all together. I really liked the idea of Infinity, up until the point where it got canceled, so if I can get it back at the correct rate, that would be great.

Will try this. Thank you for the response. Much appreciated.

~ Karen ~
GoHybrid67
Settler

Re: Another customer support complaint

Wish I'd noticed this before I'd already composed a detailed message to the email address you supplied above. That's the exact same email address that has completely ignored my first three emails I've sent to try to get the account fixed! :-/ I went ahead and sent it anyway, since I'd already written it, but guessing it'll be as helpful as my first three that I've sent since last week. Swell. There was some movement on those emails tonight though, was just notified that my first three emails sent have just been consolidated into one single email by a Cory Cheng. So I know they are being seen. Of course, so was my first email back on 4/17, and I've received absolutely no response to that one to date.
Community

Re: Another customer support complaint

Hey @GoHybrid67

 

I'm working to get this handled for you. The next message you receive will be via PM from me just in case this requires sensitive information being exchanged. 

-SuperNikoPower
Community Manager
Available Monday - Friday
neon32
Contributor

Re: Another customer support complaint

Hi @SuperNikoPower ,

 

Will you also be looking into the issue for me too? I received a message from Cory Cheng about 10 hours ago saying that your engineers/ developers were working on this issue as we speak, but I thought i'd ask as I don't really want to go through what @GoHybrid67  has gone through.

Community

Re: Another customer support complaint

Hi @neon32

 

Don't worry, it is all being looked into. You got the email from the person I have been in contact with. 

-SuperNikoPower
Community Manager
Available Monday - Friday
martindell61
Builder

Re: Another customer support complaint

Just a quick note----love our VR support team---they always try their best to help out and offer free advice

also---on another note,  recently--got my Vive t-shirt with VR Specialist on the back of the shirt!!!!  Super--I love it>>>>>got to wear this around so that others can see it.  Love ya guys---again, if ever you need someone to promote HTC-Vive---I would.

martindell61