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Loading... is the premier daily MMOG news and commentary
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Without exaggerating the recent Warhammer Online billing snafu since - let's face it - recurring billing problems are pretty rare, both players and devs can learn a few things to protect themselves should something like this ever happen again. Those tips, plus thoughts on what Mythic should do above and beyond reversing the charges, in today's Loading... Subscriber Beware.

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The Pulse

You vote with what you
view at Ten Ton Hammer, and the
result
is the Ten Ton Pulse ( target="_blank">What
is The Pulse?).

Here
are today's top 5 Pulse results:

  1. World
    of Warcraft
  2. Vanguard: Saga of Heroes (UP 6)
  3. EverQuest
    II
  4. Age
    of Conan
    (down 2)
  5. Dungeons
    & Dragons Online
    (down 1)

Biggest
movers this week
:

  1. href="http://www.tentonhammer.com/taxonomy/term/38">EverQuest
    (UP 8 to #9)
  2. href="http://www.tentonhammer.com/taxonomy/term/34">City of Heroes (UP 8 to #19)
  3. href="http://www.tentonhammer.com/taxonomy/term/926">Global Agenda (UP 4 to #18)
Recent Releases

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  • April
    2010
    - href="http://www.cityofheroes.com/news/game_updates/issue_17/issue_17_overview.html?utm_source=COHemail&utm_medium=US&utm_campaign=banner">City
    of Heroes - Issue 17: Dark Mirror
  • style="font-weight: bold;">Spring 2010 - href="http://www.tentonhammer.com/taxonomy/term/1801">Mytheon
  • Summer
    2010
    - href="http://www.tentonhammer.com/taxonomy/term/998">APB
  • TBA
    2010
    - href="http://www.tentonhammer.com/taxonomy/term/2079">Final
    Fantasy XIV

  • style="font-weight: bold;">Spring 2011 - href="http://www.tentonhammer.com/swtor">Star Wars:
    The Old
    Republic





Upcoming
Events

  • style="font-weight: bold;">4/17 - 4/18 - href="http://www.ankama-convention.com/en">Ankama
    Convention #5
  • style="font-weight: bold;">6/15 -
    6/17 - E3
    Expo
  • style="font-weight: bold;">6/25 -
    6/27 - Looking
    for Group
    Expo
  • style="font-weight: bold;">7/22 - 7/25 - href="http://www.comic-con.org/">Comic-Con International
  • style="font-weight: bold;">8/5 -
    8/8 - href="http://events.station.sony.com/fanfaire/">SOE
    Fan Faire 2010
  • style="font-weight: bold;">9/3 -
    9/6 - DragonCon
  • style="font-weight: bold;">10/22 -
    10/23 - href="http://us.blizzard.com/blizzcon/?rhtml=y">BlizzCon





Loading... Daily

Prior to writing today's Loading..., I did a quick count of how many monthly and multiple-month subscriptions I have to my name. I have 12, and I suppose that's 12 times the risk of the average player, but (knock on wood) I've never had a overbilling problem like those currently experienced by a substantial number of Warhammer Online players. My heart goes out to those affected, because anyone who's had overbilling or credit theft problems knows of the multi-month nightmare that could potentially follow. Such problems are (thankfully) pretty rare, generally speaking, so I want to put this in perspective. But that doesn't mean that this fiasco doesn't warrant comment, and devs and players can even learn a few things from the fallout.

First and foremost, did Mythic do enough to correct this issue? I can't say, because I don't know how they're responding individually to those affected. I will say this, though: reversing the charges isn't enough. These errors range in the hundreds of dollars and are reportedly impacting credit scores at a time when lots of folks in the US are taking advantage of tax credits to buy houses, and the least Mythic can do is offer some free game time.

Some want the name of the recurring billing vendor to actively persuade EA not to use the same vendor for Star Wars: The Old Republic. But contracts between recurring billing vendor and a company on the scale of EA are no doubt thick and full of magically mitigating legalese that covers just such an incident as this. Short of naming names, however, I'd hope that Mythic at least takes steps to separate themselves from this vendor and find a new one. A Google search for "recurring billing vendor" yields dozens - doubtless they could find another once they extricate themselves from their current arrangment.

This issue is something that Ten Ton Hammer has struggled with as a company, too. With regards to our annual Premium Member plans, Ten Ton Hammer doesn't auto-renew. It was a conscious decision on our part; we'd rather try to actively win your monetary trust not just every billing cycle, but every week with the good stuff that goes out in our Premium Member newsletter each weekend. That, and it's extremely complex to set up a recurring billing payment. For one, you have to store credit card info (extremely scary) or pay someone to assume the security and liability for storing credit card info (expensive, still scary, and involving a thick contract - the cheaper the thicker), then secure permission to bill someone a particular amount without their direct authorization each period. It's much more complicated than it looks, consumer-side.

Can development companies take steps to minimize the damage, should something like this ever happen again? Certainly, here's four:

  • Unlike service provides like Audible, Netflix, or (dare we say) pr0n sites, MMOGs have a deeply connected community, and problems and rumors of problems spread like wildfire. We know this, you know this, so maybe areas which impact customers directly - customer support and billing among them - shouldn't automatically go to the lowest bidder.
  • Someone with the authority to contact the vendor and freeze billing should be keeping an eye on those overnight settlement reports you get daily from your vendor and comparing them to real-time subscriber numbers. If there's a spike that doesn't correspond to an serious uptick in the numbers, you should be on the phone asking for clarification.
  • If there's a problem, for goodness' sake, freeze billing until it's resolved. If SirRobin's reports are true (and we really don't have any reason to believe they're not), one subscriber was overbilled 40 plus times over the course of 3 days, and these problems had come to light days before the first overcharge. It's far cheaper, in terms of money and PR damage, to fix these problems while they're small.
  • Send out monthly billing reminders. If there's one thing for certain, it's that your players will let you know when a problem crops up. I respect CCP for letting me know when they're billing me and for how much, and I'm saddened that more companies don't practice this. "Buyer beware" might be the rule of the day for most MMOG subscription plans, and who among us hasn't been billed for a month in which we didn't play the game. But milking a quick buck probably makes players far, less likely to re-up my subscription when I finally do cancel it. On the other hand, I've re-started my (three) EVE Online accounts multiple times, and no crying orcs or simpering surveys to sour the experience.

Can players take steps to protect themselves? Absolutely.

  • Move your subscriptions onto a credit card, not debit cards or a Paypal account tied into your funds. Make it a point to do this before you log in to your games tonight. Most financial gurus I've heard discourage using your debit card online anyway, since there's no buffer between your actual real hard-earned money and thieves / mistakes.
  • It might seem like setting up recurring billing and making a one-time payment take nearly the same steps, but these are very different billing procedures on the backend. Be aware of your options, and if you're the type that favors control over convenience, call customer service (most top-tier games offer this) and ask for a one-time billing option for a multi-month subscription, even if it's not listed on the website. If enough players ask for this, maybe we'll begin to see it offered as a subscription option.
  • Alternatively, you could consider buying game cards and take online billing out of the equation completely.

So what's your take? Is this another nail in the coffin for subscription MMOGs? Is reversing the charges enough, or should Mythic offer bonuses and send the bill to their vendor? Have any other good sense advice to keep such problems from affecting you? Your opinion is welcome in the Loading... forum!


Shayalyn's Epic Thread of
the Day




From our WAR: News & Announcements forum

Warhammer Botched Billing Reversed But...

By
now you may have heard of the billing errors Mythic Entertainment and,
more to the point, their customers, have endured over the past several
days. (Hopefully you haven't experienced them first hand.) Some
subscribers were billed multiple times for their monthly subscription
with charges reaching into the hundreds of dollars. We're keeping you
up to date on the latest news and commiserating with one of our members
who was hit hard by the billing debacle. Join in.

==============================

Awesome Quotes from the
Epic Thread



"You should get a free lifetime sub for the hassle. I hope
something like this never happens to me. My wife would make me stop
playing subscription games all together.
"

- Rocqu
==============================



Have you spotted an Epic Thread on our forums? Tell
us
!


New
and Exclusive Content
Today at Ten Ton Hammer

9 new Ten Ton Hammer
features
today! 50 in April! 409
in 2010!

GIVEAWAYS



WonderKing Level Up Giveaway from Ten Ton Hammer

Standard User URL: http://www.tentonhammer.com/giveaways/wonderking/levelup

Premium Member URL: http://www.tentonhammer.com/giveaways/wonderking/levelup/premium



WonderKing is a full-featured, side-scrolling MMORPG that takes players
on a wildly adventurous and sometimes dangerous journey across the
world of Windus. The 2D, asset-light framework of the game allows for
some interesting and surprising fantasy storytelling features along
with all the economy, crafting, and PvP options MMOG players have come
to expect. Intrigued? New players can get a special level-up set
consisting of a large 7-day bonus to experience and loot courtesy of
nDoors Interactive and Ten Ton Hammer!



REVIEWS



Borderlands: Add-On Pack Reviewed

http://www.tentonhammer.com/node/83273



The first Borderlands Add-On Pack pack has been released to retail
stores, and Mattlow has decided to put it through its paces. The pack
is comprised of The Zombie Island of Dr. Ned and Mad Moxxie’s Underdome
Riot. Is this product worth your gaming dollar?



FEATURES & GUIDES



Champions Online: Vibora Bay Overview

http://www.tentonhammer.com/co/guides/viborabayoverview



The latest zone in Champions Online, Vibora Bay, is a city filled with
mysticism and mystery, where danger lurks in the fog-shrouded streets.
Your pals at Ten Ton Hammer are pleased to provide this
overview to help guide you through this dangerous city



EQ2 Stat Changes Explained

http://www.tentonhammer.com/eq2/guides/stats



The stat changes that came with the Sentinel's Fate game update have
left many players confused and unsure of what it means for them. With
every single player effected by these changes, it is so important that
you learn how the new stats work. As much as having a good set up of
stats can greatly aid your character in battle, having an uninformed
set
up can hurt you. We break down what has changed, why, and what you need
to do to ensure you are getting the most from your stats.



Starcraft II: Top Ten Newbie Mistakes

http://www.tentonhammer.com/starcraft2/features/top_ten_newbie_mistakes



StarCraft
II is a complicated game where strategy is king. There are many
pitfalls that can make the experience frustrating for new players. We
take a look at a few of the most frequent and detrimental
mistakes that new players make.


WoW: Cataclysm Class Previews - Shaman, Warlock, and Priest

http://www.tentonhammer.com/node/83193



They’re here! No we're not talking about creepy ghosts that live in your
TV, we're referring to the first of the World of Warcraft Cataclysm class
previews. Finally players will get a chance to get a glimpse of what is
in store for their class in the much anticipated expansion. Shamans,
Warlocks, and Priests are the lucky classes to have their previews
opened to the world first, but what really is in store for your class?
Join Mem as he gives his take on the changes, good and bad.


WoW: Cataclysm Class Previews - Hunter, Druid, and Mage

http://www.tentonhammer.com/node/83247




The class previews for World of Warcraft: Cataclysm are still coming
out and we're covering them as we get them. We've got an in-depth look
at what these changes mean for each of the classes available and will

be continuing to cover them as Blizzard releases more information. Lots
of good information is in this one including an explanation of the
Focus system for Hunters.



WoW: Cataclysm Class Previews - Warriors, Death Knights, and
Rogues


http://www.tentonhammer.com/wow/cataclysm/classpreviews/WarriorsDKsRogues



The class previews for World of Warcraft: Cataclysm are still coming
out and we're here to cover them as they do. We've put together an
in-depth look at each one, and this section looks at Warriors, Death
Knights, and Rogues. Lots of great changes are
coming for all three classes, so lets take a look a them.



WoW Editorial - Casually Casual: Because Casual is NOT a Dirty
Word


http://www.tentonhammer.com/wow/editorials/CC/intro



This week Mem will be introducing his new column largely based on the
more casual aspects of the game. Guild relations, 5 man
instances, add ons, achievements, and anything else that falls under
the casual category are all potential themes. Join him as he takes the plunge into his first column entry by sharing some
of his personal experiences and how they have changed his views on the
casual play style


Today's
Hottest Articles, Guides, and Features

  1. WonderKing Level Up Giveaway from Ten Ton Hammer Now Live
  2. Borderlands: Add-On Pack Reviewed
  3. Champions Online: Vibora Bay Overview
  4. Starcraft II: Top Ten Newbie Mistakes
  5. href="http://www.tentonhammer.com/node/83225">Battle
    of the Immortals
    Closed Beta Key
    Giveaway Begins
  6. href="http://www.tentonhammer.com/node/83193">WoW:
    Cataclysm
    Class Previews -
    Shaman, Warlock and Priest
  7. href="http://www.tentonhammer.com/features/everquest/nostalgia">Awakened
    Nostalgia - EverQuest
    Relived
  8. WoW Op/Ed - Casually Casual: Because Casual is NOT a Dirty
    Word
  9. href="http://www.tentonhammer.com/finalfantasyxiv/editorials/shadowofxi">Final
    Fantasy XIV
    href="http://www.tentonhammer.com/finalfantasyxiv/editorials/shadowofxi">
    - Escaping the Shadow of XI
  10. href="http://www.tentonhammer.com/pocketlegends/spacetimestudiosinterview">Pocket
    Legends
    MMMOG for the IPhone - A
    Q&A with Spacetime
    Studios

Thanks
for visiting the Ten Ton Hammer network!

- Jeff "Ethec" Woleslagle
and
the Ten Ton Hammer team


To read the latest guides, news, and features you can visit our Warhammer 40,000: Storm of Vengeance Warhammer Online: Age of Reckoning Game Page.

Last Updated: Mar 13, 2016

About The Author

Jeff joined the Ten Ton Hammer team in 2004 covering EverQuest II, and he's had his hands on just about every PC online and multiplayer game he could since.

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