Kickstarter support woes

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Kickstarter support woes

Unread postby Casual Pixels » Wed Nov 11, 2015 10:35 am  

Just posted a comment to Lotrek's GROTESK MACABRE project about troubles I'm having with Kickstarter "support". This forum seems like a reasonable place to repost it...

Has anyone else had any experience with Kickstarter "support"?

Lotrek (and everyone). I've sent you a message explaining the situation but thought others would be interested as well. I was receiving fraudulent charges on my CC and was sent a replacement card. The first card had been used for the pledge so when KS tried to process the payment naturally it failed.

When I changed the card details to my new card, something went wrong on the KS backend and I received an "unknown error" (so not card declined or whatever but a server error) and a pop-up box said to contact KS "support".

That was six days ago. Despite six or seven queries about what's going on, I've received two form responses (which actually addressed a different problem from mine) and now all they do is marked them "Solved" without reponding.

Meanwhile, if click "Fix payment" I get a "Payment is being processed and you'll receive an email when it goes through". It's obviously a slow process since it's now been that way for six days.

Anyway, I'm still very much interested in this, so please don't take the lack of payment to be an indicator of anything except the abysmal quality of Kickstarter's support system.
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Re: Kickstarter support woes

Unread postby Bruno » Wed Nov 11, 2015 6:08 pm  

Heya CP,
have you cleared your problem yet or what ?
Have you told Lotrek, he could put a few rockets where needed .... ?!! Tho' he is busy as, with everything and more, he's pretty imperturbable i.e. un-phased by calamity, which seems to be your position .... Don't know what which how else you can do .... I know Lotrek could stay your being dropped, prob. he has done already.
Hope you get formatted for fundds's ok ....
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Re: Kickstarter support woes

Unread postby Casual Pixels » Wed Nov 11, 2015 10:07 pm  

No, absolutely nothing. Well, apart from them just closing the tickets.

That payment has been processing for 6 days now.

I've left Lotrek messages on KS as well as here letting him now that (as it now looks likely) KS will do nothing before the expiry of the period where I can adjust my payment, that I'd be happy to arrange payment with him directly.

I haven't heard back, but I wouldn't be surprised to learn that he's in a pretty busy period at the moment.
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Re: Kickstarter support woes

Unread postby Casual Pixels » Wed Nov 18, 2015 9:43 pm  

So I thought I'd post what happened in this sorry tale.

With only a few hours to go (so almost two weeks after I opened my ticked with the payment being marked as "being processed" the entire time), I got an email from KS saying they knew what the problem was and that their techs would take a look.

Shockingly, they didn't actually do anything and my pledge got marked as "cancelled".

I wrote and asked what had happened and what they were going to do about it.

A week passes (I know; who'd have figured with them being so amazingly responsive?) and today I got an apology-non-apology saying basically "yeah, well we didn't get to it in time, so it's too late to do anything".

Lotrek hasn't responded to any of my PMs across the various services (KS and UC) so I'm genuinely worried about not getting these cards.
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Re: Kickstarter support woes

Unread postby Bruno » Fri Nov 27, 2015 4:51 pm  

How did you go Gilles ?
I thought Lotrek sent Pm at the end of Grotesk thread .... ?
O, I beg of you your comprehensions,
yet laugh at your contempts ....
my only competition is with myselves.

But Lèse-majesté, especially >Normans, natch.

Is jarnstill the Ars of the Hors Nebulous ?
Neigh .... the Effluxor of the Omniverse ??
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Re: Kickstarter support woes

Unread postby Mike Ratledge » Fri Nov 27, 2015 10:31 pm  

The whole thing is messed up and neither he nor I can get a response.

The project should have been paid out a week ago, but shows $0 due my payment account,and 0% dropped pledges, both of which are obviously wrong. It should have been around $30k after fees.

I suspect well hear something Monday, right now the response reviewed Wednesday says that they are not in the office Thursday (Thanksgiving Day) or Friday (today).
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Re: Kickstarter support woes

Unread postby Bruno » Fri Nov 27, 2015 11:43 pm  

Crikey.
Hope Lotrek has just upped with the Missus and gorn orff on Hols.
It'd break a Camel, wooden it ?
O, I beg of you your comprehensions,
yet laugh at your contempts ....
my only competition is with myselves.

But Lèse-majesté, especially >Normans, natch.

Is jarnstill the Ars of the Hors Nebulous ?
Neigh .... the Effluxor of the Omniverse ??
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Re: Kickstarter support woes

Unread postby Mike Ratledge » Sun Nov 29, 2015 9:58 am  

Bruno wrote:Crikey.
Hope Lotrek has just upped with the Missus and gorn orff on Hols.
It'd break a Camel, wooden it ?

Aye, he headed out for a short break on the 20th with Melania. Hopefully things will be straightened out tomorrow or Tuesday at the latest.
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Late Backers Link
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"De Novo" - details coming soon!


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Re: Kickstarter support woes

Unread postby Lotrek » Sun Nov 29, 2015 10:20 am  

I'm not sure I understand what's going on here... Casualpixels told me there was a problem with his kickstarter pledge and we arranged payment through paypal which was done days ago. Am I missing something? :?
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Re: Kickstarter support woes

Unread postby Bruno » Sun Nov 29, 2015 1:19 pm  

sigh.
nothing of any real consequence Lotrek, but it's grand to have you back young feller.
O, I beg of you your comprehensions,
yet laugh at your contempts ....
my only competition is with myselves.

But Lèse-majesté, especially >Normans, natch.

Is jarnstill the Ars of the Hors Nebulous ?
Neigh .... the Effluxor of the Omniverse ??
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