|11 posts found|
OP 8/10/11 6:30:08 PM#1
For some reason, the folks over at Heatwave Interactive no longer want this matter discussed and have limited the threads pertaining to Batillus, the "Founders of Rome" exclusive mythical minion. I think anyone considering purchasing the game has a right to scrutinize what occurred and how Heatwave Interactive actually translates the "30 day subscription included with new accounts" that is printed on the Gods and Heroes: Rome Rising box.
How it all started….
Thread: General Update on Production Priorities 07-08-2011 05:12 PM
Romulus CEO & Executive Producer - 07-08-2011 05:12 PM: That said, in the coming weeks, we are going to begin a promotion that will drive thousands more players to the game and turn Bacchus, Mars and Apollo into communities bursting at the seams. Whatever we do, we will make sure that we first take care of you, our active players. You are the early adopters. The founders of Rome. Our "angel" investors even.
What was announced…
Thread: Gods & Heroes State of the Republic V 07-19-2011 12:30 PM
Romulus CEO & Executive Producer -- 07-19-2011 12:30 PM: In addition to this reduced purchase price, we are rewarding all Founders of Rome with the exclusive minion, Batillus the Archer. Everyone who has purchased the game and has an active subscription as of July 31st is eligible to receive this special minion.
Romulus CEO & Executive Producer (Page 3) -- 07-21-2011 10:39 AM: As long as you've signed up for a subscription, you'll be fine, even if you're in a free period. (Answer is in response to the following question: I have a question concerning this: If I opt for the additional free month under the "Founder of Rome compensation" plan, does that mean I won't have an active subscription and thus won't be eligible for the minion as I only intend to buy game time via Paypal for the months when I know I will have at least a little bit of time to play? I'm just wondering how that works out for someone who isn't wanting to auto renew each month. Also regarding buying game time, could we have an option to buy 30 days and not just 60 or 90?) ******* This is the "as I mentioned here" post *******
Home Page News Announcement (The same day):
Gods & Heroes Announces New Content, Reduced Price, Community Reward Tue 7/19/2011 at 4:28 pm (Danicia Community Manager) - Heatwave Interactive Media Advisory for Gods & Heroes: Rome Rising -- Heatwave is also rewarding its “Founders of Rome” community with an exclusive never seen before minion. Batillus, the long dead archer famed for his prowess with the bow, will be granted to players who have purchased Gods & Heroes and subscribed by July 31, 2011.
How was setting up a subscription explained/defined (not once, but twice) 07-19-2011 12:53 PM?
Thread: New Game
Danicia Community Manager - 07-19-2011 12:56 PM: You need to apply your game code first. If you bought it via a retail box, it will be on the guide book. If you bought it digitally, you should get your code from where you bought it. If is directly from us, the code should be in your account. You simply need to activate it. Once you have done that, you should go to "Set Subscription" from you My Account page. You can enter a subscription method or you can Defer Payment to continue on so you can play. (Answer is in response to: I just downloaded this game. I am trying to play, but it says i need a subscription. How do i do that.)
Danicia Community Manager - 07-19-2011 01:27 PM: After your code is accepted, you still need to set subscription, even if you are marking it as "pay later". Go to "Set Subscription" from you My Account page on GodsandHeroes.com. You can enter a subscription method or you can Defer Payment to continue on so you can play.
What actually went down...
Thread: Founders of Rome Minion 08-08-2011 09:39 AM
Romulus CEO & Executive Producer -- 08-08-2011 09:39 AM: We've seen the thread on this topic, but rather than have it buried, I'm starting a new post. To qualify for the founders of Rome, you need to have had an active subscription as of July 31st. The free 30 days does not count as a subscription by itself. If you delayed setting up a subscription then you're not considered active (as I mentioned here.) However, it's possible we missed some people and we are investigating. If you believe you qualified because you had an active sub (that means you setup the subscription billing or purchased lifetime or game time), we'll fix it! Please submit a support ticket to make sure you're taken care of. If you had multiple accounts on the same email, you should have gotten multiple minion codes. ** Due to further consideration and feedback, if you're in a "paid" time period, regardless of cancellation, we'll make sure you get the minion. Also, lifetime & game time purchases qualify for the minion.
Romulus CEO & Executive Producer -- 08-08-2011 10:12 AM: Game time is a multi-month purchase. (Answer is in response to: 08-08-2011 09:53 AM: Out of curiosity, how is purchasing game time via PayPal any different than setting up a subscription with a credit card and then cancelling it? Both are effectively one-time purchases. Why would one qualify for the promotion and the other not?)
Romulus CEO & Executive Producer -- 08-08-2011 10:19 AM: The entire point of the exercise was to reward people who have committed to the game by creating an active subscription. We already included a reward for people who purchased the game. This was an additional reward for those who took the next step. I apologize for the confusion!
Romulus CEO & Executive Producer -- 08-08-2011 10:28 AM: That's right. If you cancelled, you wouldn't qualify. The purpose was to reward players for an active subscription. The system has no way of knowing that a cancellation is anything other than a discontinuation of playing. It's really not very complicated, Proc.
Romulus CEO & Executive Producer -- 08-08-2011 01:44 PM: You're right! I've updated the first post in this thread. Thanks Proc. (Answer is in response to: 08-08-2011 10:35 AM: So again, I must ask, how is purchasing a 90-day game time code any different than purchasing a 3-month subscription and cancelling? Neither implies any future commitment.)
Further Clarification (Same Thread):
Danicia Community Manager 08-09-2011 02:03 PM: Greetings all, I wanted to catch up on all the reading and touch base with the staff. First, those who qualify have been receiving emails. Some of you have more than one account; if you have more than one account tied to one email address, you'll get an email for those accounts, too. Retrieving information from the billing software and pulling together the codes is a manual process. I know Allison appreciates the support while she gets the email out to everyone who qualifies.
So, the question. Who qualifies? if you purchased the game and have an active subscription on or before 7/31/11, the minion code is sent to you.
Active subscription = billing subscription set up with credit card
Active subscription = lifetime subscriptions
Active subscription = Game time codes (60/90 day pre-paid)
If you had not previously set up the above items, the code is not available. Whilst many have not yet been billed (due to the 30 day with purchase or the extra 30 we gave to Founders), the subscription needed to be setup and be active. Hopefully, this clears things up for everyone. If you feel like you should be receiving this promotional minion, you can submit a petition. We can check to make sure your billing has been activated and set up (per information above). If you qualify, you will receive the minion code via email. Please make sure to check your junk mail and spam folders before submitting a petition.
I cannot believe Heatwave Interactive would even try to defend this change in definition of the word "subscription," when the very merchadise they sell clearly states: "30 day game subscription included for new accounts." And then, defend it by stating that an established payment method for "recurring fees thereafter" actually constitutes a "subscription."
Worse, I cannot believe there are actually customers defending Heatwave and telling people they should accept less than what they purchased. Shame on them!
Heatwave Interactive Angel Investor July 2011 (with Collector's Edition Pre-Order at $79.99).
Inactive Nobody Player August 2011 (With Defered Payment while playing the 30-day game subscription included).
Edit: Editted for a typo, nothing more.
8/10/11 7:15:21 PM#2
Is there a tl;dr version? I purchased a $15 copy last month and have been toying with the game for my free month, which came with a couple unique party minions.
8/10/11 8:12:29 PM#3
Originally posted by Cik_Asalin
Then you are like me. If you didn't set up a way to pay (selected defer until later) like I did . . you apparently are not an "active" subscriber and will not get the undead archer . . which was half the reason I bought at that time (the other half being $15 and some interest).
I seem to recall seeing a code for him on my account page though.
EDIT: Nope thta was some other promotion.
Wa min God! Se æx on min heafod is!
OP 8/10/11 9:03:30 PM#4
You're not alone - others bought the game prior to the July 31 deadline believeing that the included 30 day subscription would be consider for what it is (a 30-day game subscription) even with defered billing. I currently know of 7 people who are not going to set up a recurring payment method, nor purchase any game-time beyond their 30 days because of the recant and redefining of the word "subscription," as opposed to the company honoring exactly what they sold.
8/10/11 9:42:46 PM#5
I think everyone can agree that the terms of this promotion were catastrophically vague.
Have you tried creating an account support petition and asking for the minion? During the time I played, Heatwave was exceptionally helpful in providing the minion I thought I should have received for my retail purchase. I later came to find out my purchase didn't include that particular minion, but Heatwave erred on the side of generousity.
There are no guarantees that the company will still be so generous, but it's in their best interest to keep all the current customers they can. It's worth a shot!
8/11/11 5:05:24 AM#6
Couldn't organise a piss-up in a brewery.
OP 8/11/11 11:21:00 AM#7
Perhaps it was vague. I focused on the "Whatever we do, we will make sure that we first take care of you, our active players. You are the early adopters. The founders of Rome. Our "angel" investors even" comment that the CEO made in July. That was pretty precise to me.
I don't intend on sending a petition in.
No matter what the CEO does at this point, it won't change how insulting the incident was.
I think a lot of people are under the false assumption that it only effected a "couple" of people. When your player base in the evening consists of 8 people, even if only two didn't come back after this incident, 1/4 of the population was lost.
8/11/11 7:18:02 PM#8
Ahh...i See. Okay. I wasn't interested in subscribing for the undead minion, but got a couple unique and cool ones none-the-less from the Steam sale.
I did see where they stated that for those that have an active sub before July 31st, 2011, would be eligable. Guess that wasn't the case. But I had no intention on subbing until I had my 30-days free test-drive under my belt.
8/11/11 7:22:16 PM#9
Originally posted by Ashyn
Actually, we simply closed the numerous threads about the minion/promotion and concentrated on one thread. When it went off topic and turned into flames, we closed it down. We never said you couldn't discuss the issue. I stated,
If you have further questions, please send them to me directly. Whilst we do appreciate humor and we know that it has been very confusing, we would rather keep a constructive thread than one which teeters on violating the Rules & Guidelines.
If you wished to create a new thread on the topic and it could stay constructive rather than flaming & finger pointing, we would happily leave it open. We have always stated we will allow people to give their feedback, whether it is negative or positive. However, continued posts which are disrespectful & insulting to the community our our staff will be closed.
Since you have not given us a chance to talk about your issue (emai or petition), I am not sure if you wish for us to assist or try to resolve your issue.
You have always had my email; I will check the Junk Mail folder to see if your request/comments came there.
As always, I am here to help and coordinate communications. If we have failed in communications at any time, I apologize. We did acknowlege that whilst some people are confused by the term 'active subscription", we could have done a much better job at epxlaining what it meant in relation to this one minion.
OP 8/12/11 4:45:57 PM#10
There is more disrespect and flaming on other, unrelated, posts that are still open, so I’d have to disagree that “off-topic” and “flaming” were the reasons the “Founders of Rome” threads were closed and locked. In addition, when the final comment is basically, if you have anything more to say, contact us directly (privately), that pretty much surmises that the topic is no longer up for public discussion on GnH forums.
The concerns I personally had regarding this promotion and not honoring the “30 day game subscription included” with the purchase of the game were already stated, twice, in two of the 3 threads (the thread Romulus started as well as the initial 12-page thread). The final decision (regardless of everyone who expressed concern) was a “this is the way it is, like it or not, discussion closed” attitude with emphasis focused on it being the customers who were “confused” and/or “misunderstood” the promotion. You reiterate that sentiment here when you state, “some people are confused by the term ‘active subscription.’"
As a customer, it’s insulting, and I did desire to start a new thread on the issue but I did so here, on MMORPG.com as it allowed the opportunity to scrutinize the matter in a more open forum, just as another member of the GnH community has done at quartertothree.com.
You could argue what an “active subscription” means all day long (as with most made-up words, it’s subject to interpretation) but I would stand firm that, given what is printed on the merchandise HI sold, I had a 30 day game subscription as soon as I activated the account and set up the subscription (regardless of what payment method I chose to use for renewal at the time of registering – as payment method actually falls under “Active Paid” and “Active Unpaid,” neither of which negate the actual existence and/or creation of a subscription). In addition, nowhere in HI’s Terms of Service is there any mention, distinction or defining of “active subscription,” or use of any such terminology. On the contrary, that portion you all are clinging to as an “active subscription” can only be defined in your own terms of service as “renewal.” (Naturally this is only a portion of the complete terms, the portion dealing with payment and given the fact that HI can modify the terms at any time, I will note that this is the current; Last Updated: May 09, 2011):
4. Payment AND REFUND POLICY
Certain aspects of the Services are, or may in the future be provided for a fee or other charge. In the event you choose to use paid aspects of the Services (e.g, if you decide to purchase a subscription), you agree to the pricing, payment and billing policies applicable to such fees and charges, as posted in the Game.
Some Games, content, products and/or services offered on or through the Site or the Service may be offered to you on a fee basis. If you have purchased a subscription-based product or service, each time your subscription comes up for renewal, Heatwave has the right to charge your credit card or debit your account the then-current renewal rate plus any applicable taxes we are required to collect, and you authorize us to do so. If you elect to purchase or subscribe to such products and/or services, you warrant that (i) you are the age of majority in your jurisdiction, or, if you are a minor, you have your parent’s permission, (ii) your use of the particular credit card or other accepted method of payment is authorized, (iii) all information that you submit is true and accurate (including, without limitation, your credit card number and expiration date), and (iv) that payments will be processed automatically (e.g. charged to your credit card or debited from your account), unless and until you affirmatively cancel the subscription and/or your Account in accordance with its applicable terms. If Heatwave is unable to process your credit card or debit your account at a renewal period, your subscription may be terminated immediately and your access to the applicable product or service shall be limited to the use of “free of charge” functions, if any. In the event you cancel your subscription service, Heatwave will not refund any fees already paid or owed by you.
ALL SUBSCRIPTION FEES (INCLUDING ANY GAME CARD REDEEMED FOR SUBSCRIPTION SERVICES) ARE PAYABLE IN ADVANCE AND ARE NOT REFUNDABLE IN WHOLE OR IN PART. YOU AGREE THAT HEATWAVE IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY. No refunds will be made for purchases of subscriptions or items that are downloadable. Download products or account keys purchased to activate or unlock downloaded software, including any Game, are non-refundable at any time.
You need not check your e-mail or its junk/spam folders as I did not send in a petition regarding the matter. Romulus gave his answer – it is what it is and I am no different than anyone else who thought they had an active subscription, even with deferred payment (active unpaid) only to find that, under this new definition of “active subscription,” they didn’t and weren’t receiving the code. I’m not like the other GnH member who is okay with sending in a petition and being an “exception to the rule.” It’s not my style.
For me, the issue was never the minion. It was a matter of principle – It was about the merchandise and watching someone who I had the utmost respect for say one thing and do another. It wasn’t confusing in the least.
OP 8/12/11 5:53:51 PM#11
The only other entry anywhere on the GnH website regarding "active subscription" is within the The Praetorian Guard Program. Part of the conditions of that program includes: Have an active subscription for Gods & Heroes: Rome Rising.
It is evident, by viewing postings on the forums, that some members of the The Praetorian Guard Program do not, by this clarified version of "active subscripton" actually have such a subscription. Why is it that for that program, those same conditions are not applying, but they did apply to the Founders of Rome promotion?
It is/was a double standard.