Issue with VIP membership

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Comments

  • Azerack
    Azerack Posts: 501 Critical Contributor
    edited June 2019
    I blame the product team and business people for this horrible deployment.  It seems like they just don't put enough thought into it ( or, as you said, interest) and we end up with this kind of confusion  (much like the Rising Tensions runes for secondary goals issue) and while we complain, they just ignore us, leaving Brigby and Customer Care to deal with the fallout. 
    I'd love to fire the lot of them, honestly, so a good product team who could care about us and the rest of the staff could take over...
  • Avahad
    Avahad Posts: 296 Mover and Shaker
    So- I paid for master straight away on release of vip (23rd may) on 2nd June I have been charged again the master plan price but have received no renewal rewards nor has my vip changed from vip1 and my timer is at 19 days remaining.....

    how can such a fundamentally game changing system be so flawed?

    i am currently in a ticket with customer services so it will be interesting to see how this pans out
  • Eddyguardo
    Eddyguardo Posts: 33 Just Dropped In
    Hmmi  interesting ill check it out
  • FindingHeart8
    FindingHeart8 Posts: 2,731 Chairperson of the Boards
    Avahad said:
    So- I paid for master straight away on release of vip (23rd may) on 2nd June I have been charged again the master plan price but have received no renewal rewards nor has my vip changed from vip1 and my timer is at 19 days remaining.....

    how can such a fundamentally game changing system be so flawed?

    i am currently in a ticket with customer services so it will be interesting to see how this pans out
    I wonder if it is possible to request a refund.
  • Bil
    Bil Posts: 831 Critical Contributor
    edited June 2019
    Avahad said:
    So- I paid for master straight away on release of vip (23rd may) on 2nd June I have been charged again the master plan price but have received no renewal rewards nor has my vip changed from vip1 and my timer is at 19 days remaining.....

    how can such a fundamentally game changing system be so flawed?

    i am currently in a ticket with customer services so it will be interesting to see how this pans out
    This is just nuts ... Are you sure you were also charged when you first suscribed or only once overall?
  • Avahad
    Avahad Posts: 296 Mover and Shaker
    I have the receipts for both purchases and the plan automatically renew date unless cancelled by 22nd June.

    ive asked customer services to look into a refund and rebilling on the correct date- we shall see.....
  • madwren
    madwren Posts: 2,259 Chairperson of the Boards
    PSA to whomever having issues: I let the VIP renew after getting all the non-dupes; figured $30 was worth finishing my collection. However, after it renewed I lost all VIP access. Customer service had me press the "restore purchases" button in the Membership menu. It worked instantly. If you haven't heard back yet, try that. Figured I should share in case some people are waiting on an answer.
  • Eddyguardo
    Eddyguardo Posts: 33 Just Dropped In
    Thanks Madwren
  • Zzyzzx
    Zzyzzx Posts: 251 Mover and Shaker
    I too can confirm what Madwren stated above. 
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    edited June 2019
    Hi Everyone. Our team looked into this issue, and it turns out that this is how Google Play handles plan upgrades when the initial plan hadn't ended yet. Think of it this way.

    When a player purchases a Pro Plan, they theoretically have $15-worth of time allocated to their account. When they upgrade to the Master Plan while in the middle of the previous subscription, Google Play goes "Wait, you still have $X-worth of time left! Let's give you that amount-worth of Master Plan time first. Once that's over, then we'll charge you $29.99 for a full month's duration of Master Plan."

    So essentially, they prorate the time on the higher plan based on the remaining value the player had from the previous plan.

    Here is a quick example of this feature:

    Day 1) Purchase Pro Plan. Charged $14.99 USD. Begin 30 days of Pro Plan. ($0.50 USD per Pro Plan day)
    Day 15) Upgrade to Master Plan. Not charged. $7.50 USD-worth of Pro Plan remaining. Begin 7 days of Master Plan. ($1 USD per Master Plan day)
    Day 22) Master Plan renews. Charged $29.99 USD. Begin 30 days of Master Plan.

    Hope that helps provide some clarity!
  • Avahad
    Avahad Posts: 296 Mover and Shaker
    Not for me it doesn’t 
  • IM_CARLOS
    IM_CARLOS Posts: 640 Critical Contributor
    I just started with master. Only VIP lvl 1 and next charg is 23.6.

    Well one month finished my collection.

    I still wonder what the vip lvl do. Is there list or description. VIP would be nice to have if I choose to hibernate for a year or so. But what are the benefits for othe lvl? 
  • Eddyguardo
    Eddyguardo Posts: 33 Just Dropped In
    But i upgraded to master from pro on the same day and it said 15 days remaining

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