The Gray Gamers

I am waiting for a call back from David Schroeder, head of Customer Service iWin.

He phoned this morning and gets full marks for following up,  when a support employee has a problem his job is to assist his support team.
However, even though I was half awake it was apparent he was in a bind because all the information he had was the support ticket. 
He was clear he felt insulted and was told me going to hang up.
I asked how I’d insulted him and he wouldn’t say.   I am sorry, he doesn’t deserve to feel that way.
The Gaming Industry is a trash talk industry and I will not trash talk or bully.

To his credit David hung in there when I told him the information is online. I told him that the problem had been tested from two locations. He listened as I gave him the technical issues, explained I had used self-help. He tried to duplicate, couldn’t access, and that’s where his tech people need to do their job.

His IT support personnel showed up,  they need time to find the problem.
I think once we could talk he realized he was not being had, was not being used or being lied to by a disgruntled, uninformed customer. I made it very clear I have used iWin since 2001.  

So far so good, apart from the font which was mentioned in the support ticket, this is what occurred.

I tried to to help David Schoeder see the problem technically so no one else goes through this.
I went in again after our conversation and the same screen problems occurred.
The transactions occur without iWins screen showing verification, even though it says, sorry we couldn’t process.
The transaction still goes to PayPal.

This is the screen that came up, the game Mr. Schoeder tried a game, and this shot shows the game I threw in today.

This is what we see at final check out. 

 I’ve made my case, and all I want is to ensure this does not happen to anyone else.

Update: David Schroeder called back. His tech people are on this, his accounting department is going to make sure the charges taken care of. I’ve sent the screen shots. They say this is not a common issue.
iWin is looking at expanding their payment options in the future, and okay, now that IT has these screenshots they can fix this issue.

Tehcnically I owe Mr. Schroeder an apology. iWin responded to the original ticket in under an hour. While it was again suggested most people wouldn’t test 15 times and write ’angry blogs,’  he’s right. Most people wouldn’t. We’re done. IT at iWin has what they need now to fix what’s broke.

 I implied their  support ticket response time is slow. That’s incorrect. We added it up, iWin responded (see below) in under an hour.

Mr. Schroeder is offended by my use of ‘farm out’ for the new customer support system -  the new system provides three things for iWin: better interface with self serve for the customer and for iWin support, faster support time on tickets. I have corrected that language. Mr. Scroeder says the new system enables  iWin  to respond quickly to customer support issues  and update their internal business response to help a larger number of clients. Apparently David was told there was an angry blog who is affiliated with Big Fish Games.

I run this site and he’s correct.  We use the PNP for Big Fish, so if iWin chooses to see me as an angry middle aged blogging female from their competition, that’s okay.  There is nothing I can do about that.
That’s distracting from the problem.

They have an issue in the check out, they’ve acknowledged that. I sent  an extra screen shot to the iWin techs.
 I have been assured by iWin the billing department will take care of the charges.  While I believe them,  I did call the bank. I will go to the local branch tomorrow and file a stop payment.

iWin is working to solve their problem, hopefully other customers don’t have the same issues.
PayPal was extremely helpful, the bank was very helpful, I’ve appreciated David’s efforts.

PS: iWin has a blog and the chatter is picking up over there, interesting comments.