Heads up - PC club booting people out of the club again?
Cybersox
Posts: 9,053
Just when I was thinking that maybe, just maybe, that this time the changes to the PC club wouldn't be accompanied by massive glitches, here we go again. The last time around my subscription got accidentally terminated no less than four different times and at one point the "fixes" had me being billed for three simultaneous subscriptions... And here we are, a month into the "new" PC club and I just logged in to find that my membership has suddenly become "inactive."
Gah. :<</p>
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Did you get a store credit refund recently? That seems to have been what was causing the lovely rounds of it last time.
................... still waiting for mine and probably being booted out :long:
(i think Hwire paid Magento munny under the counter!! :snake: )
For what it's worth - I got a store credit refund about 12 hours ago... and I still appear to be PC: Active.
Any idea how long it should take before being booted out shows up? (and, do you get an email notification, or does the http://www.daz3d.com/subscription/ just show your Current Status as "inactive"?).
There were two groups that were processed. Those that were notified that we didn't have an active subscription and had until the 30th of August to re-up before having PC turned off for them (they were emailed weeks ago about it). We just got around to turning those handful of people stuck in limbo off today. And with that, we also turned on the turning inactive subscriptions which expired, either out right canceled and all their time was up, or we couldn't bill your subscription (most cases was expired credit cards or not enough store credit in their account to cover it). Those people should have gotten an email as well today when their account expired so check your spam folders just in case it got tossed in there. If you didn't get an email about either of those and your PC dashboard shows your subscription is still active, that is a mistake and you should contact support to get back in (most likely the whole issued store credit thing.. thankfully we are close on actually tracking that down).
Basically, anyone who has an active PC subscription according to the dashboard is good. Anyone who's dashboard says "inactive" or that you don't have a subscription means we didn't have enough information in the first place to create you a subscription on the migration to the new system or we billing failed for your subscription and it expired. (with the turning the expires on, we also turned on a bunch of automated emails that will notify of failed billing before the actual expire, reminders that billing is coming up, etc.)
Well... it's now 9 days since I submitted a ticket about it.
I'm active in my account, but I can't view the members only forum and don't get the PC discount. And it should be valid until February...
So I had to put in another ticket about the discount for Carrara, and got a respond for that after one day.... ?
But the Platinum Club newsletter, that comes trough....
I just checked my mail and spam folders back through August and there's never been an e-mail sent. Mind you, I've been in the PC since 2006, my info and cc's have been on file all that time and it's all still there, so the only way the info couldn't be there is if it got futzed up on the DAZ end... In addition, when a number of us raised concerns about our PC subscriptions being re-started when the "new" PC program began, it was rather explicitly stated in the PC forum that those of us who were already on the old monthly plan would continue on with our existing monthly billing without interruption. What you're saying now seems to contradict that or am I misunderstanding you?
Now, when this same thing started to happen back when the new store was brought up, I was first told to resubscribe as a quick fix... and I promptly found myself being instead billed for multiple PC subscriptions, and it took Customer Service nearly four months before they finally got it all fixed, so I'm not eager to go down that rabbit hole again. To make things simple, I've gone into my account and deleted all my alternate CCs, leaving only the one that my PC has been paid for with for the last five years, but given that I've yet to hear from customer service except for the automated "we received your e-mail" reply, I'm suspecting that I'm not alone in this and that I'm buried behind a huge backlog of similarly booted people, DAZ history having a tendency to repeat itself...
So, in your particular case, the card on file you had associated with your subscription had an expiration of 07/2013. That means that the August billing which would have been attempted on the 2nd for your subscription failed because of an expired credit card. I also can see the email sent out to your email address associated with your account (we have the debug and logging on the PC emails turned on so we get copies of each one as well) so it probably got filtered out by a spam filter unfortunately or for some reason wasn't deliverable. If you want, I can email you the the card type and last four digits of the card to help you identify which card was associated with the subscription. If you update your card information to a non-expired card I can do a one time manual renewal of your account since this is one of those transition pains to the new system, or you can checkout with a quarterly subscription (which will update which card it tries to use) and just switch back to monthly.
Glad to hear a logical explanation for it. :)
I opened a ticket on the 28th because I couldn't see my PlatClub dashboard -- it sat untouched till last night when I lost PlatClub access until I re-bought my membership. Updated the ticket, which is still (except by me) untouched . . . >:-(
I opened a ticket on the 28th because I couldn't see my PlatClub dashboard -- it sat untouched till last night when I lost PlatClub access until I re-bought my membership. Updated the ticket, which is still (except by me) untouched . . . >:-(
Reading other threads, there appears to be a bit of a backlog dealing with tickets.. I sadly can't do anything to speed up this process.
I can stick the kettle on and get the biscuits out I guess while you wait? :)
Okay... digging through all this. I just went through all 2000+ items in my SPAM folder and didn't find it. Then I went through the 9000+ non-spam emails from August and the only thing I can find is the e-mail sent at 2:43 PM yesterday, stating that my membership has expired... that's in the past tense. No warning letters or anything, and it's not helped by the fact that the email I did get was sent from "No Reply @Daz3d," which only shows in gmail and on my blackberry as just "No Reply." Of course, by yesterday I already KNEW my subscription had expired. One would think that after 7 years one would get a warning letter first, especially when someone consistently spends hundreds of dollars a month and thousands a year at your store, if only for DAZ's continued economic well being and not out of common courtesy.
As for the cards... one of them has an expiration date in 2015, while the second card, which is what is tied to the subscription, has an expiration in 2016. Now, the PREVIOUS version of that card had a 7/13 exp, but it was replaced last year as the old one was a Continental Airlines One Pass card and it was replaced by the new United Airlines Mileage Plus Version. That's a bit is worrying given that the Continental version had a completely different security code and shouldn't have worked unless DAZ either had the updated info at some point or doesn't use the security codes. Needless to say, however, the other card clearly remained valid and an e-mail asking to bill the subscription to that card rather than unceremoniously pulling the plug would have been appreciated.
Regardless, I've deleted and re-updated the one card to make sure all info is up to date and the other still remains good. Please reboot the subscription.
Britney is working really hard to get caught up on tickets, but please keep in mind that there is still a bit of a back log. We ask for your patience as we work as quickly as possible to answer all of the tickets we've received in the past week and a half.
I'm back in the club again.
Thanks Britney.
The Carrara release did produce a lot of tickets, so I guess they are really buried under a pile of tickets..
Reading other threads, there appears to be a bit of a backlog dealing with tickets.. I sadly can't do anything to speed up this process.
I can stick the kettle on and get the biscuits out I guess while you wait? :)
Jack, I know you're trying and this must be frustrating. For that matter, I know Brittney and her customer service people are doing their best. However, if there are clearly a lot of people having problems with this, wouldn't it make sense to be proactive and send out a post on the PC forums warning everybody that there clearly ARE problems and to double check their stored data to make sure it's correct an up to date. And to get some kind of expedited process in place for fixing PC subscription problems?
Reading other threads, there appears to be a bit of a backlog dealing with tickets.. I sadly can't do anything to speed up this process.
I can stick the kettle on and get the biscuits out I guess while you wait? :)
How about a 50% off coupon to cover all the deals we miss while we wait? :cheese:
Reading other threads, there appears to be a bit of a backlog dealing with tickets.. I sadly can't do anything to speed up this process.
I can stick the kettle on and get the biscuits out I guess while you wait? :)
Jack, I know you're trying and this must be frustrating. For that matter, I know Brittney and her customer service people are doing their best. However, if there are clearly a lot of people having problems with this, wouldn't it make sense to be proactive and send out a post on the PC forums warning everybody that there clearly ARE problems and to double check their stored data to make sure it's correct an up to date. And to get some kind of expedited process in place for fixing PC subscription problems?
DAZ-Jon did make a post in MO, back on the 15th August.. There is a thread about this issue. http://www.daz3d.com/forums/discussion/27238/#405469
Gah. I haven't even bought the upgrade yet. Hearing that there's an avalanche of problems doesn't exactly move it to the front of the queue.
Jack, I know you're trying and this must be frustrating. For that matter, I know Brittney and her customer service people are doing their best. However, if there are clearly a lot of people having problems with this, wouldn't it make sense to be proactive and send out a post on the PC forums warning everybody that there clearly ARE problems and to double check their stored data to make sure it's correct an up to date. And to get some kind of expedited process in place for fixing PC subscription problems?
DAZ-Jon did make a post in MO, back on the 15th August.. There is a thread about this issue. http://www.daz3d.com/forums/discussion/27238/#405469
Hey, guess what? I'm locked out of the Members Only forum so I can't read it. :roll:
edit - removed due to poster's brain-deadness and inability to remember that this is September, and not still August. Too much international traveling, not enough sleep. Gah.
I'm having the same problem. Searched inbox, spam and trash and couldn't find said email about needing to change my payment information, just the one saying my sub is expired from today. I can't afford to drop $24 - $70 right now to get back in either due to medical expenses or this wouldn't be as much of a problem. Waiting to hear back on whether the 30 day grace period renewal for $7.95 is still around or not, since I can't seem to find it anywhere. I'm assuming that's been discontinued as well with the changes. >.>
The site software still sucks. When I was trying to set my new cc profile for pc subscription it just ignored it. But it uses this profile to withdraw money from cc for my orders. And I looked my mail through all folders and bins, I got nothing like a notification e-mail on subscription expiration. Only usual DAZ adverts. And my card expires 01-01-16, still far away to drop it automatically. I find it pretty annoying and disgusting when when they dump their mistakes on others.
My automatic monthly renewal did not renew, got kicked out of club, renewed this morning. System took my money and my account says my membership is "active" but i have no club prices and am unable to see members only forum. Submitted ticket and was told to update my membership by purchasing a new membership and my ticket was closed. I submitted a second ticket explaining I had already purchased a new 3 month membership this morning and was stll not seeing membership prices or access to member forums. They have my money but I have received nothing. This stinks.
You show as a PC member. try logging out of your account and then logging back in again, to refresh the system
And this, sadly, is exactly why I didn't just go in and buy a new subscription. I went through that rigamarole last time, ended up with several concurrent subscriptions and close to a hundred dollars in false billings that would show as being charged on the store but fortunately didn't hit the card, and in the end the problem proved to be a bug in the base programming that made it so that while Brittney could actually see the corrections being made on HER screen, they never actually applied to the store itself.
Time for a show of hands, I think — has anyone with a PC membership glitch not had their ticket completely and utterly misunderstood then closed without getting anything fixed? I went round and round with this last year for several weeks until finally I was told what I needed to do — this did not include actually answering the questions I'd been asking in every single reply. This news of another round of messed-up memberships does not fill me with a warm happy feeling for my next PC renewal at the end of the year.
Quick note.. it is 09/04/2013, one month after the expiration date. So you basically got all of the month of August for free with no billing. If you had been billed successfully in August, you're expiration would have been 9/5/2013 and would have started billing attempts as of the 2nd of this month.
Also, with how we process and what limited information we are allowed to store for credit cards, we don't know if you get a new or updated card unless you update the profile in the store which updates that profile with our processor. The processor will submit what was originally submitted to the payment gateway (minus the CVV2 code, will explain that in a minute) so if what was in the profile was expired, the processor sends back an error code. So if you update your card but we are still, in essence, trying to bill the old card's expiration date, it will fail (our processor requires the correct expiration date unlike some other processors which ignore the date on certain transactions). And you're correct, for renewals we don't submit the CVV2 code. That is because it is against our PCI security standards to store that information and would be in violation of the the security compliance standards. Every compliant renewal process works that way of processing card payments without the CVV2 code.
In short, it sucks. I'm sorry if you the email notifying of a failed billing didn't get to you back in early August when it occurred. That doesn't change the fact that the explanation for why your account was expired was because of a combination between A) an expired credit card we couldn't bill and B) being just under a month past the actual expiration date.
You show as a PC member. try logging out of your account and then logging back in again, to refresh the system
I checked your account and masqueraded as your user. I can see both the PC pricing and the PC forums from your account. Logging out and back in is probably what will clear it if for some reason you're still not seeing the PC stuff.
Edit: I see you also got store credit today for winning a contest. Congrats! That being said, it is likely that when the store credit was issues it kicked you out of PC and you had to manually be put back in, so you may have logged in during that window. We're still tracking down that long standing bug with the store credits causing the customer group to revert back to the general group which we know is horribly frustrating and is proving to be just as horribly frustrating to track down in the Magento code base.
I buy an annual membership, it expired the end of November. I have had no refunds. I did grab a free item today.
After grabbing the freebie, I want in to look at Carrera and find my Platinum status has been removed.
Totally unsatisfactory!
Quick note.. it is 09/04/2013, one month after the expiration date. So you basically got all of the month of August for free with no billing. If you had been billed successfully in August, you're expiration would have been 9/5/2013 and would have started billing attempts as of the 2nd of this month.
Also, with how we process and what limited information we are allowed to store for credit cards, we don't know if you get a new or updated card unless you update the profile in the store which updates that profile with our processor. The processor will submit what was originally submitted to the payment gateway (minus the CVV2 code, will explain that in a minute) so if what was in the profile was expired, the processor sends back an error code. So if you update your card but we are still, in essence, trying to bill the old card's expiration date, it will fail (our processor requires the correct expiration date unlike some other processors which ignore the date on certain transactions). And you're correct, for renewals we don't submit the CVV2 code. That is because it is against our PCI security standards to store that information and would be in violation of the the security compliance standards. Every compliant renewal process works that way of processing card payments without the CVV2 code.
In short, it sucks. I'm sorry if you the email notifying of a failed billing didn't get to you back in early August when it occurred. That doesn't change the fact that the explanation for why your account was expired was because of a combination between A) an expired credit card we couldn't bill and B) being just under a month past the actual expiration date.
Yeah, I'd already gone back and removed that post after I'd had a nap and was thinking clearly again. I had literally just got off a flight from Phoenix after a marathon round of a half dozen cities in the U.S. and Australia in three weeks and my brain was reading it that I'd last been charged on 8/5, rather than the inverse.
That said, the information has definitely been updated in the system now, but I'm still waiting on Customer Service to restart the account.
Support won't actually be able to help you with that as it isn't part of the interface to run transactions for people to to mess with the automated renewal process. I just ran it for you which means a custom processing script (hence why a one-time thing). You should be good to go and are back in PC. If you aren't seeing the PC pricing and forums already, log out and back in.