I need advice regarding OS support

[chickie1]

Hello, Everyone!

I had an experience with OS customer service and the OS website that has upset me greatly and I wanted to know what you folks think about it. Last Saturday I decided to put some SC on my account, so I checked the website to see if the “Target Promotion” was still up. I wanted to receive the 3 free pulls on Remi’s. (I knew it was going to end soon) Sure enough it was still up, same ads, same promises, same everything. So, I say “great!” I make a special trip to Target and spent 25 dollars on a card. I came right home and put my card number in... all ads were still in place… all the same promises... but no credits appeared on Remi’s.

I thought this had to be a mistake so I sent in a ticket. Here was the reply:

"We sincerely apologize, however that promotion has already ended. I hope this clarifies things for you. "

No legitimate company does business this way. You take the signs down before, or when you end a promotion. You can't just leave them up and not honor what's stated on them. It's actually the law in most all states, including California. It would go under the same law that newspaper advertisements and sale signs in grocery stores must follow. A "pricing" mistake is not the same as an "advertising" mistake and they're not treated the same way by law. If an oversight of this sort happens it falls upon the company to satisfy the customer with the advertised price or deal. I would not have bought that card if OS's website had not advertised their special promotion, I’d have used PayPal. I wouldn't have wasted the gas to go to Target.

But the legal stuff really isn't the point. It's a horrible way to treat customers. I like Fiesta, my partner really loves it. She plays constantly. I don’t want to wind up having bad feelings about these guys.

Any insight would be greatly appreciated
Chickie

[Plushii]

yeah I agree with you, a friend of mine had the same thing, it got him angry enough not to purchase any sc anymore.
They should have notified people when the promotion had ended.

[chickie1]

If they couldn't notify folks, they could have at least taken their signs down. I worked CS for years and I'm just totally baffled by their behavior. Thanks a lot for the reply, though. I wish your friend hadn't had to go through the same thing.

[Serric]

Hmmm.... if you can show that the advertisement was still up and any dated displayed in said advertisement fell within the time you made a purchase, then I'd say fight the good fight. Do you have anything to add substance to your claim?

Please keep in mind, I am not challenging you. I am trying to see if there is something we can use to add weight to your argument.

[chickie1]

Don't worry, I don't take it as a challenge. Thanks for taking the time to answer.

But, no, I never thought I had to take screenshots, couldn't imagine I would need them. I thought I was making a simple, honest transaction with a group of ethical professionals. I was really shocked with that reply from CS. But when I didn't receive my credits, I went back and re-read everything... just to make sure it wasn't my fault. I didn't see anything that implied that I wouldn't receive them.

I still think there has to be a mistake somewhere.

[Stacey]

Don't worry, I don't take it as a challenge. Thanks for taking the time to answer.

But, no, I never thought I had to take screenshots, couldn't imagine I would need them. I thought I was making a simple, honest transaction with a group of ethical professionals. I was really shocked with that reply from CS. But when I didn't receive my credits, I went back and re-read everything... just to make sure it wasn't my fault. I didn't see anything that implied that I wouldn't receive them.

I still think there has to be a mistake somewhere.



http://www.outspark.com/card/?do=landing
http://outspark.com/forums/showthread.php?t=98051

Are these the links you are refering to? Indeed, I can see how this can be misleading. But I do remember reading somewhere that this was only for the month of November of last year, yet I can't seem to find this link anymore.

I'm sorry that you got tricked. However, I doubt that OS had intended to trick you--the real fault may be just poor website maintainance.

I reread the links above, and yes, I also did not see any notification of when the promotions end. I also thought to look in the "News and Announcements" section, and yet could not find anything either.


I hope OS realizes this and takes care of it this soon. :p

[chickie1]

OMG! They're still up! Duh! I'm shocked!

Thanks, Stacy, and I agree with you. I don't think OS is trying to ripoff it's customers... I really don't. I'm upset at how they've handled their advertising mistake. Where principles are concerned it's sort of important. I mean, it wouldn't take long to remove those ads. I build web pages sometimes. It's not hard work, and it's no extra work at all to remove the ads before you remove the deal.

And I received that email about the promotion ending a long time ago... but the signs stayed up... are still up. My partner kept buying the cards. She was so happy about it, so I thought I was perfectly safe, too, as long as it was advertised. 99.99% of the time that's a good indication if a sale is still going on.

[GM_Pilkysico]

You should submit your issue to Customer Service.

[Stacey]

I came right home and put my card number in... all ads were still in place… all the same promises... but no credits appeared on Remi’s.

I thought this had to be a mistake so I sent in a ticket. Here was the reply:

"We sincerely apologize, however that promotion has already ended. I hope this clarifies things for you. "




But, Silky, according to him/her, she/he did. ><

Chickie, here is another link similar to your issue:
http://www.outspark.com/forums/showthread.php?t=153095

[chickie1]

Thanks, Silky

And I did submit it -- 5 minutes after it happened. I wasn't upset about it at the time, not at all. I honestly thought you guys would fix it right away. When I received the reply this afternoon from CS my jaw just dropped.

[GM_Pilkysico]

Please re-submit your ticket to Customer Service regarding the same issue.

[chickie1]

Chickie, here is another link similar to your issue:
http://www.outspark.com/forums/showthread.php?t=153095


You're very helpful. Thanks so much. I should have searched the forums, but I don't really post and I didn't think of it.

And I added my name to that post, that huge list of people, but after the reply I received from CS I'm a little worried. However, I think I will expect them to do the right thing by everyone until I hear otherwise.

[chickie1]

I will, Silky, and thanks for your help. It's deeply appreciated. :)

[Stacey]

Please re-submit your ticket to Customer Service regarding the same issue.

Sorry, Silkypico. I misunderstood your first post. :p Thanks for showing us you still care. ^^

You're very helpful. Thanks so much. I should have searched the forums, but I don't really post and I didn't think of it.

And I added my name to that post, that huge list of people, but after the reply I received from CS I'm a little worried. However, I think I will expect them to do the right thing by everyone until I hear otherwise.

Worried?

I hope everything turns out they way they should, too

Good luck:D

[chickie1]

I'm feeling much better... especially toward OS. So, thanks, everybody! I believe I'll start reading the forum more often.