Support from Stardock?

from Stardock Forums

Howdy All,

This is my first time to post here, but I was wondering if anyone had any way to reach Stardock.

I tried to purchase Demigod on Impulse this morning.  When I completed the transaction, it said the transaction had failed because the address was wrong for the credit card.  I did not get a confirmation email or access to Demigod.  On double checking the address used by my bank I did see that Stardock did bill me however. 

I attempted to call Stardock, but every single option on their phone number leads to a message requesting you to send an email.  I sent them an email, and have gotten an automated reply and no resolution. 

Is this really the level of customer support from Stardock, or am I missing an option?  At this point I just want to take my money back and go spend it somewhere else.

3,143 views 7 replies
Reply #2 from Stardock Forums Top

The automated email response is from [email protected].  I was hoping someone knew a way to talk to a real person though to get this straightened out.

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Reply #3 from WinCustomize Forums Top

Your case is in the queue.  It will be answered in the order received.

I'd expect a resolution on the 15th. Sorry for the inconvenience.

Reply #4 from WinCustomize Forums Top

I'm sure they'll be back to you, Standbob. You can always include your phone number in the email...that way they can contact you by phone if it's necessary.

If you've been billed, you should get a confirmation email from sales. It'll include the necessary instructions, I'm sure.

Reply #5 from Stardock Forums Top

We received Standbob's ticket May 14 2009 11:20 AM EDT and replied to it May 14 2009 07:53 PM EDT, so the turn around was a little more than 8 hours.  Not bad!

Here's what happened with his order, verbatum from the email he received:

Hello,

I apologize for any inconvenience you may have experienced.

Your order attempt(s) could not be completed because the billing address that was entered did not match what your financial institution has on file for you. You may wish to contact your financial institution to verify the content and format of your billing address. Please keep in mind that your billing address can differ from the address to which your statement is mailed.

Most online stores do not use such strict fraud prevention measures yet, so you may not have encountered this problem before.

Your account may reflect what are called "preauthorizations" for each of your failed order attempts. No money has been removed from your account, however, when you submit your order, the money is held by your bank for the charge. If your information cannot be verified by our store, the transaction is voided in our system and the money released from the preauthorization. As long as your financial institution reads the void we submit to them, the pending charge should be removed from your account within 1-2 business days.

Please let me know if I can be of further assistance.

Regards,
Melissa
Stardock Sales Support

I see this a few times a day, so make sure you're using the right address when you place your order, especially if you've moved recently.

Reply #6 from WinCustomize Forums Top

Nice avatar, MeliBee!  :) :sun:

Reply #7 from WinCustomize Forums Top

Please keep in mind that your billing address can differ from the address to which your statement is mailed.
End of quote

And here I thought that was the definition of "billing address".  That's a new one on me, can't imagine how that could get people messed up.  Darn banks, guess we better send them another billion or two to get that cleared up XD