Horizons Billing Problems

[Aadwen]

I read this today on the GU Comics site. If you play this game, please be advised.

"Consumer Alert! ( August 1st, 2006 )

GU has been getting very disturbing reports of terrible billing practices going with Horizons right now.
I trust the sources implicityly.

For the protection of existing users, in the face these billing faux pas', GU feels a distinct obligation to advise any and all MMOG gamers to avoid Horizons (even the free trial) until such time as EI Interactive has the billing situation effectively handled and the danger eliminated.

I would go into more detail; but, I do not feel it to be prudent as it could potentially expose existing users to more educated and focussed forms of attack.

Again GU is asking that all gamers avoid Horizons until such time as EI Interactive has the billing system fully in hand. I will keep you apprised of the situation as best I can."

[Pirotess]

Wow thats a pretty bold step for GU to take. Im not sure I'd want to deal with the ramifications of a desperate company with a declining game sending their lawyers after me for contributing to the further decline of the game.

[Aadwen]

I don't think he's that worried about it...

http://www.gucomics.com/archives/vie...cdate=20060807



Aadwen

[Cobalt Katze]

Hahaha, *applaud Woody*

[Taronn Anvilmarr]

lol too funny

[Pirotess]

Rofl. Thats Woody for you.

[Aredhel]

This whole situation is just sad!

One thing, tho, is that Sigil has gone with SoE, and even if they have had occasional billing boo-boos (who hasn't!!?!!), they do get it straightened out. It's better that someone is going to handle billing that has a track record rather than try to second source it to a company that could totally mess them over before they even get a chance!

EI has left this on their site just a day or so ago:

Phase 1 of New Integrated Billing System - Now In Place

Dear Horizons Subscribers: Effective immediately, we will be implementing the first phase of a new integrated billing platform. All customer accounts setup prior to August 1st, through the Pay- By-Touch system are now re-enabled. Your customer information will be maintained on the same secure server as it was before. As a result of this change, you now need to do nothing to have your account status maintained exactly as it was previously established. If since August 1st, you entered a new Pay Pal subscription, it is immediately being cancelled by us and refunded. If you sent credit card information directly to E I interactive, it has not been processed, nor will it be. Further, any personal information collected by these forms will be purged from our systems to protect your privacy. The second phase of our billing platform will be introduced in the near future, this enhancement will also allow for Pay Pal payments, for those customers who would like to use their Pay Pal account. Our customer service department will be responding to any alternative payment requests received, as always we will work to support your needs. As many of you know, there were numerous issues with previous Horizons billing including a lack of flexibility, subscribers being prematurely or double billed and a lack of confirming emails. This was a substantial enough issue for E I Interactive to take action on as an early priority. We assure you that your service will not be interrupted and we apologize for any concern this multi-step process may have caused. Your thoughtful understanding and patience is greatly appreciated.

Sincerely, Account Support Group EI Interactive

It would be a shame for a good game to go down the tubes because of a stupid error in judgment or managment, or...whatever caused the issue. Hopefully, they will get things ironed out. Forum nazi's are hard to deal with, regardless of what the reason. It's too bad that more people aren't able to deal with customer support in a way that helps all those involved, rather than turn into a snaffu and cause things to crash and burn.

Woody never has been one to shy away from controversy, has he?

[Aadwen]

Problem Fixed

From GU "EI seems to have taken the proper steps to correct the issues with Horizons billing. As such, GU has seen fit to rescind its consumer alert advising users to avoid the game until those issues were addressed.

From EI correspondance I received earilier this morning:
"I am pleased to inform you that our billing system is fully functional and players have full control over their accounts and all information therein."

"We have established an account with Pay By Touch and will be pursuing PayPal as an additional payment option, in the near future. We've posted links, on the community site, for those who felt they've been inaccurately billed, to expedite the correction of those problems. [We've] also started a thread in the forums, in an effort to foster better communication between EI and Horizons players."

"We thank you for the concern shown for the Horizons community.
Also, thank you for the flame-retardant suit. It's a bit snug, in the shoulders, but otherwise delightful."

The links being referred to can be found here:
http://horizons.eiinteractive.com/

I can only hope that previous billing issues will not continue to dissuade people from playing Horizons. EI seems to understand that they dropped the proverbial ball, but are now working as fast as they can to reestablish player trust in their newly acquired product.

We here at GU Comics would like to wish EI, and the Horizons Community, the best of luck."

Aadwen

[Pirotess]

Good to hear. Its scary what shaken consumer confidence can do to a game on that scale though.

[Aredhel]

Yup! Keeping my fingers crossed. Losing confidence/trust in something or someone is a horrible feeling!