Contact support mate, they will help you, explain what happen and be honest, i don't think they do this two times but you can ask them if is the first time, best luck! :)
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Yes, dont be stressed, they will help you, Humble support its really cool and they work very hard, my respect to them, they carry out with lots of mails everyday o.O, but dont be worried mate, they will help you with your problem, they have nice people and a really nice support who try to contact you as soon as they can. :)
Best luck mate, dont be stressed now, you must wait but for sure all will be solved, be happy! :)
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I uhh... well I wish you good luck with that. I mailed them exactly 20 days ago with one of those credit card fraud bundles that I got and asked if there's a chance that I pay for the lost money and keep the weekly's page in my account. No word got back whatsoever.
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Did you get the auto-reply email with a case number? If not something might have got lost in traffic - here's a message that HB posted december 5th:
"We're currently experiencing issues where some mail servers are blocking our emails. Thanks for your patience as we resolve this issue."
Their new FAQ says this about lost bundles:
There are a number of reasons you could be having trouble accessing your download page. For example, URL may be incorrect, the key page may have been deleted, or that your original payment was reversed.
If a payment is disputed or reversed the download page or gifts associated with that payment will become inactive, and unfortunately there is nothing that we can do to undo this.
If the download page was accidentally deleted, please contact us so we can fix this issue.
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Yeah, I actually got the auto-mail and everything, still no answer though.
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I'd think they won't do this for you. Maybe, they might nullify the old bundle you got, and if they're kind give you a free one, but I wouldn't count on it - you assumed risk yourself when you bought a bundle off a trader. It's your own loss, especially as it's against the TOS.
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It was an exchange not for profit, but for another bundle around the same time and price, as I had a few I bought and I ran out of credit card funds. As I explained it to them in my mail, I pretty much exchanged a non-Humble bundle gift for a Humble one. I didn't buy it off a trader per se; this happened one week before the whole "BTA bundles for 2 keys" fad even begun. Still, if it can be considered against the TOS, then I'm alright with that; just needed to clarify this one detail.
Yeah, that's what I thought would happen, and I was not expecting a free bundle for my two beautiful eyes alone, or anything of the sorts. I was only asking them about a possibility which I knew was low, but it would have been great to hear back from them say, some time sooner than 20 days. A single feedback would suffice.
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The point of the "no trading" wasn't the profit, it was the trade itself. I worded it a bit wrongly. The TOS states that Humble Bundles are for use by the purchaser, not for resale / trading. Also, how does it make sense to try and ask for any assistance in this matter from Humble support when your trade included a bundle from a different provider? If it was cash that's one thing, but items Humble has nothing to do with and has no control over whatsoever? Hmm.
As for "sooner than 20 days"? See my reply to mikbhoy right below here. And then consider that your request was of an extremely low priority compared to other tickets.
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I had the same thing once, i accidentally payed 30 or so and i only wanted the BLA one. I got my money back from the support in like a week or two.
Just send as much info as you can when you e-mail them.
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ive been waiting for, in one support case, 3 weeks and in another support case 2 weeks for a reply from humble so good luck.
Edit
Well what do you know, humble support contacted me today and have fixed both problems I contacted them about. My faith in humanity is restored.
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... "Your faith in humanity is restored" because a most likely overworked and under-payed support rep. got to your ticket, after handling many more before that, from a queue auto-assigned to him by a system handling thousands of tickets an day? On a website that's recently been dealing with a lot of credit card / chargeback fraud?
Entitled windbag. They should pass a law that states guys like you should be chained to a desk doing a support job for a year, being brought meals, so you'd learn some fucking empathy and understanding of what a support departement is like. Oh boo hoo, you had to wait 2 weeks. You know, you're not the only person submitting issues to the Humble site? Their support department doesn't exist solely to serve you, oh grand lord inquisitor.
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Might as well reply here, but I gotta ask: somone shit in your cereal, mate? What's with all the hostility? We're just providing info about how long it takes for them to fix an issue, and seeing how much Steam Support is getting bad rep for 2-3 days of reaction time, 3 weeks is probably some time worth even to bitch about, not that either of us did that so far.
Gotta say, SG's community is hitting a new low. Wouldn't say it for your response here only, but this is the kind of shit one gets even for sharing info these days, and I see it all the time.
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.. You specifically said "but it would have been great to hear back from them say, some time sooner than 20 days". That seems more like complaining than providing info. If your intent was merely providing the info without some entitled complaining, then sure, you can interpret my comment above here minus the hostile tone. As for mikbhoy though, his comment was nothing but entitled whinging. "Wow, my faith in humanity is restored"? Really? He thought so lowly of the people at HB support that he'd attribute a personal sense of deprecated value to them and include a sarcastic "wow", all because they dared take 2 weeks to reply?
As for Steam support getting bad rep for 2-3 days' reaction time - how exactly does that factor into anything we're talking about here? How is that at all relevant? That shit's also annoying and stupid, and doesn't validate any other form of stance of "I am entitled to priority treatment within no time and if I don't get it, that means 'fuck you support'", albeit is a teensy tiny bit more understandable, as vALVE is a behemoth of a company, raking in cash daily. People know this, hence the critique, as they quite obviously have an understaffed, under-trained support department. This is apparent from the copy-and-paste replies 90% of tickets get, the obvious holes in their auto-prioritizing script, the slow responses, and the generally useless responses you often get. This all also hints - by the way - at them having outsourced their support.. Which in my eyes, is fine for retail support, but almost always a bad thing when anything technical is involved, especially concerning in-house software with its' own rules.
Why all this? In defense of support in general. I've worked various forms of support, for various companies, in differing roles, with varying levels of technical expertise. From lowly 1st line helpdesks at ISPs, to working in their back-offices, to working support for commercial companies. I know what it's like working your ass off for next to nothing, often being asked to work overtime when some shit hits some fan and there's some form of error or bug on what you're offering support over, or a specific issue (such as HB's recent flood of credit card scam cases, which take manual checking and digging for info.) rises in frequency. Dealing with angry people yelling at you all day, who not only often begin their conversation angrily, but then also act like they're the king of fucking Mesopotamia when they - god forbid - don't get their problem solved in record time, isn't exactly a wonderful way to go through your days, nor is it fair towards someone merely trying to do their job and work through the work load they are given.. From someone who knows how support departments work (I also helped streamline some support departments I worked for, aiding in fixing process flows and other ITIL / PRINCE2 efficiency malarkey) - in general, you should never get mad at a support agent, or even their department, but their bosses. People like Support Managers, or Service Level Managers, or the guys higher up than them, who decide their budgets. They decide how work is divided, how many agents man a floor, what kind of people they hire for the job, and what kind of training they receive before "working the phones" - all usually part of "mission how2becheaper". And not something you should get mad at a poor agent for, nor at his group of colleagues as an entity unto itself.. And sure, complaining is necessary to help identify weak spots in a department, so that they'll (hopefully) get fixed. It's just that I know that, since people don't see nor communicate with these hidden SLM-ers and SM-ers and often don't know how support departments work, the frustration and anger is almost exclusively directed at the people they're in contact with - the support staff, like it's somehow their fault that tickets get handled too slowly for a persons' liking, which really has nothing to do with them.
Your comment seemed to be complaining about 20 days' delay in replying to you. Hence, I referred you to the reply I'd left mikbhoy (although honestly you seemed to be acting far less dramatic and overboard than him, so most of the hostility wasn't meant to be pointed at you to begin with, merely the point I was making), who most definitely was acting like he was some special case. I can't stand when people forget how hard support work is, and don't have respect for the work those people do, or lack the basic empathy needed to realize how busy a specific department (such as currently the HB support) must be by thinking about the kind of circumstances they're in. You see it here too, all the time, when people even post threads when their ticket isn't dealt with within a few days - when any nincompoop could realize that there might be a little bit much work for a hand full of volunteers to do, with the user count at the bottom left of the site proudly stating 445,285 Members.
I hope you now get my demeanor, and I apologize for offending you. You seem to a rational, smart, nice person, and I'm sure you get what I'm saying, here. mikbhoy, however, really needed to get off his drama-stallion (otherwise known as a "high horse") and not act sarcastically surprised and dramatic when he discovered his issues were dealt with. Again, sorry for offending you, and have a nice mornafternoonevening.
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Well, first and foremost, you assumed that either him or me (maybe both of us) put blames on anyone. That was not the case (I think I can speak for him too, hope I'm not horribly wrong though). This is pretty much complaining in general, yes, and while I understand how bad rude people can be when you're dealing with their problem, this is something that you can't ask even the nicer ones to avoid. When someone gets a service they don't like, the least they will, and can do, is complain. Sometimes that's pretty much all they have, and I see nothing wrong with it. However, it doesn't mean they think the support guys are the evil stereotype trigger happy administrators who ruin things out of fun, nor does it mean that they are blaming anyone; they're just complaining and that's it. Again, I don't think there's anything wrong with it until fingers are pointed, and I think people have the right to do it, wether it's about Steam Support, Humble's reaction time, or my ugly annoying face.
Believe me, I had my share of fun with costumers and users who were a bitch to deal with. Online, my experiences are rather shallow, as I was only adminning a game server with a maximum of 32 people on, but at my last job I worked as an insurance agent where you have to deal with insane crap, in a face to face manner, where you are taken as a stereotypical "jew" agent, or just someone who will fuck you over for your money, at the slightest signs of something not working out in the costumer's favor. Hell, once a 41 years old woman told me that our company abused her, because her investment only tripled itself over just 10 years. That's some really good outcome for such a short time, believe me. Worst thing is, you can't even complain about those to anyone other than your co-workers and bosses, because otherwise it would generate bad rep for your company. Not that it's a prohibited thing, but it would affect your livelihood in a severely visible bad way.
Lastly, give the guy a little room. He was only using a figure of speech, by which not a lot of people mean what it would actually mean if you took it literally. I've seen people saying that after their pizzas were delivered 2 minutes before the restaurant said it would arriv;, that doesn't mean they lost faith in humanity because generally they're never on time with it. And even if they do, then just ignore them and don't feed them attention, as that never has a positive effect.
On a sidenote, now I see why this "community" has started to be so hostile and why there are less and less "fun" threads in this forum, and only info threads up. Almost half a million people is the reason. You can't have a cohesive community that large... It just doesn't work.
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Thanks for the reply.. "..or my ugly annoying face" :D made me lol.
I get what you're saying. I hope you get what I was saying, or more to the point - why I was saying it. It's just that very often, it is the whole "entirely unfair attitude" thing from people. I just got home from chilling with a friend, drank some tripel beer (and yes that one precisely) and smoked a couple o' joints, so am being very concise.
And yes, good point about the community size.
Now, time to drink my Red Bull and smoke another "getting home" J :D
Ah fuck it, lemme link you some nice music before I submit.
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Also, that would be a great way to say "fuck you" to someone, wouldn't it? Slowly and methodically climbing up on their kitchen table in the morning, deadpan face, like you're going to change the battery in their smoke alarm, looking them dead in the eye, turning around, dropping your pants, and squatting down. Then slowly squeezing out a smelly poo, right into their Special K. Then, for bonus effect, raising your pants again, turning around, bending down, and swirling it around with your middle finger, smiling at them :D
What an image. :P
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Volunteers or not, the Humble Bundle CS department must provide quality service. If that means they need to start paying for customer service, so be it. I'm willing to pay a minimum HB tip on top of what I pay. Would it be so bad to make the minimum price a few dimes more? Perhaps HB could provide some sort of special service to those who pay enough. Maybe 12-hour early access to new bundles, buyable only from your HB profile page, so there's no link that can be leaked.
Poor customer service is still poor customer service, no matter how hard the overworked CS department is. If you're overworked, your employer needs to employ more of you.
The Customer Service department is the face of the company. They're going to get slapped, rightly or wrongfully.
Customer Service employees get a lot of shit from their employer's customers. It's their job to take it. Saying otherwise is like saying a soldier's job is something other than being in a place they'll be shot at.
All this being said, try to treat your CS representatives with patience and respect. It may be hard to do, but just try.
Also, this.
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lol
And I get your general gist when you say "If you're overworked, your employer needs to employ more of you" but speaking from experience, this often is not the way to go to make things more efficient. In fact, it can often even make thing less efficient.
But anyway, first off, my main point was about the empathy required to realize why you shouldn't get mad at CS agents, and maybe even have some sympathy toward them in turbulent times. And I totally get what you're saying about "volunteers or not, the Humble Bundle CS department must provide quality service.. The Customer Service department is the face of the company", that's what my whole "It's just that I know that, since people don't see nor communicate with these hidden SLM-ers and SM-ers and often don't know how support departments work, the frustration and anger is almost exclusively directed at the people they're in contact with - the support staff, like it's somehow their fault that tickets get handled too slowly for a persons' liking, which really has nothing to do with them" bit was about. Realistically, looking at what most people's sentiment is when reading longer posts complaining about <x> department on some thread on the internet, their negative feelings and general sentiment / attitude is directed at the actual support agents, and they get mad at them.
It's totally fine to get mad at the big wigs directing the show, and the company decisions behind why you might have issues to seek support for, or issues with the following support, but people shouldn't just angrily let loose and be mad at someone doing what they can to make a living because they're mad. That's all I'm saying.
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They can, if you explain your situation fully I myself am a student and hell $25 at one go is a lot.
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Just curious. How did you accidentally paid 25$? First time buying humble bundle and forgot to choose the amount?
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there is usually a pop up that says something like "if you refresh if you were making a purchase it will be screwed up blah blah blah..."
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If you have not redeemed or downloaded any of the games then I do think it's possible for you to get a refund (or change the amount).
You just have to send the HB team an email at contact@humblebundle.com (include transaction ID), it might take a few days to get a reply. So don't redeem or download anything!
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Worst case scenario you can always contact your credit card company to cancel that particular payment. Once Humble sees that your payment didn't go through they'll remove the bundle you got. But yeah, I'd first be patient, with some luck Hundle will address the issue from their side of things.
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yeah, I wouldn't expect a store to be such a Taliban! There are many honest reasons for credit card payments to fail or for you to cancel the payment. But yeah, you make a good point to take into consideration, on the other hand this guy sounds like he really CANT spend the money, so it remains an option...
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Typical chargeback fine to a seller is 25 USD or more per transaction. I have heard of 50 USD.
If I were Humble Bundle and you did a chargeback, I would ban you. It's just smart business.
Contact Humble Bundle and give them a good two weeks to get back to you. Your bank should give you at least 30 days to do a chargeback, so you have time.
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The same happened to me once, but it was on Indiegala, I just wrote them an email with explanation, and they have sent me the money back - well the difference 26-5=21. Dunno about HB, I would try the same, just write an email to their support.
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Everyone, I would like to show my appreciation to Humble Bundle team, their professionalism and... well, humbleness ;) The support aswered, that they send me the refound with no problem. I haven't recived it yet, because it's a middle of a night in Poland, but I should get it soon. I can't help, but belive them. Thx so much Humble Bundle, and thx for support guys!
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I wished to buy a game pack from humble weekly sale, but I've accidently payed too much! I like the pack, but I can't afford the default 25 $. Can I get my money back and at the same time, give the games back?
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