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gavingardner

Paid $100, got $30 reward tier

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Dear Double Fine,

Recently your Kickstarter concluded and my credit card was charged. Unfortunately I only received the $30 reward tier for the $100 I pledged for some reason. Considering I pledged $100 the first day of the project, I was clearly excited about this project. Now I can't help but have a sour taste in my mouth. If there's anything that could be done to remedy this please let me know. I've sent e-mails and messages to your contact sources already but was roundly ignored, so am posting here hoping for a response. I contacted Kickstarter and they said to contact Double Fine.

Thanks,

Gavin Gardner

Kickstarter Profile

http://www.kickstarter.com/profile/1753235509

Attached is a picture of the reward/paid situation.

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You have to select the correct reward tier when you pledge. Perhaps you selected the wrong one?

Kickstarter's reward selection system is stupid. Joking aside, if you pledge $1000 why would you ever choose the $15 reward?

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what if the $15 reward was an excluisive 10 limited one or something? Take the $250 signed poster... people upgraded to a $500 pledge to get the art book, but didnt change from $250 so as to not lose their poster.

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I have no idea why it was selected to $30 reward tier instead of $100. There's absolutely no reason for me to have selected the lower reward tier. I was hoping due to how I was clearly not trying to game the system something could be worked out for me. $100 is a lot of money, and I was hoping to get something other than a digital game download...

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Look through you mailbox, and find the first e-mail you got right after you made the pledge. Does it have the right reward listed for your donation?

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It is possible to choose no reward tier, so yes someone might choose to select different reward tiers regardless of pledge. I guess the intent was just to be as flexible in choice as possible.

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You have to select the correct reward tier when you pledge. Perhaps you selected the wrong one?

Kickstarter's reward selection system is stupid. Joking aside, if you pledge $1000 why would you ever choose the $15 reward?

I agree. The select tier page is a little confusing and seems prone to this type of mistake. I think that this is an area that Kickstarter could definitely improve.

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Hmm. This topic has made me a tad paranoid. Is it possible to still check and see which tier I selected (should be the $100 one)?

Edit: And if I actually read the first post, I would have learned how to look this stuff up. Thankfully, mine tier is correct.

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The part that has me scratching my head is that Double Fine isn't replying in any way to me. I contacted Kickstarter and they said it was out of their hands and to contact DF. I have done so since the Kickstarter concluded but no response of any sort as of yet. I don't think I'm being unreasonable or anything.

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No it doesn't, that's why I'm trying to get it changed. :(

It should.... ???

Pledge Summary

AMOUNT PLEDGED

$$$

REWARD

stuff

ESTIMATED DELIVERY

Aug 2012

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I have to say, I'm a little baffled by this. Anyway, your first post doesn't really clarify who did you sent the e-mail to, the Kickstarter or the DF? If you haven't contacted DF yet (beyond the posts on the Kickstarter), here's their direct e-mail: support@doublefine.com

Still odd that you didn't catch that when they first e-mailed you the confirmation.

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I sent an e-mail to Double Fine support immediately after the Kickstarter ended and no reply as of yet. I sent another e-mail earlier today.

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I don't think it's confusing. You put in your reward amount and select your reward, (some people DO pledge higher than the reward they want, so it needs to have this functionality), then you put in your payment details. The tier that you selected is then highlighted whenever you are logged in.

On the one hand I'm not that sympathetic - with $100 on the line it would seem obvious that you should check everything was done properly. On the other, it is a bummer, and I expect if you explain the situation to Double Fine it will eventually sort itself out - but they're undoubtedly pretty busy at the moment. Try putting in a question via their Kickstarter page: I've asked two things, and they were both answered eventually.

On an related-ish note, I wonder if DF should just put a "I didn't pay postage!" $10 item in the gift store, because I think at least some people failed to notice they were supposed to pay postage in order to get the $100 rewards outside the US.

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Maybe you could try the Twitter accounts of the DF staff. I know Tim is @TimofLegend, but I'm not sure about the rest.

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I'm baffled by having paid $100 and getting nothing but a digital download, myself.

You got the $30 reward tier because you selected it when you entered your bid. It wasn't do for you, or automatically. By default NO reward is selected.

Capture-1.png

You then got an email from DoubleFine telling you your chosen reward tier.

You were also told every time you visited the page:

Capture2-1.png

You then had 33 days to log back in and change your reward tier to whatever you wanted.

In short: YOU made a silly mistake.

That said, I'm sure DoubleFine will honour your request, as soon as they have the time to do so.

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Wow I wasn't expecting that amount of vitriol from anyone. It very readily could have been my fault, or someone that uses this computers fault. I was showing people the Kickstarter site and trying to get them to support it and maybe a different bullet got selected. Unfortunately I have busy e-mail and didn't notice until the end of Kickstarter e-mail was sent out with reward info that I had $30 instead of $100. That's besides the point though... I paid $100 to this company and I deserve a certain amount of customer service based upon that fact regardless of how silly you think I am. I didn't notice over 33 days that anything was wrong so why would I have checked into it? I'm sure Double Fine has perfectly great intents and will eventually respond and are just deluged now. Hopefully they have empathy for someone who has been a support of Ron and Tim's since Monkey Island 1, and Double Fine since my day 1 Psychonauts purchase complete with playing cards still in pristine condition.

I'm baffled by having paid $100 and getting nothing but a digital download, myself.

You got the $30 reward tier because you selected it when you entered your bid. It wasn't do for you, or automatically. By default NO reward is selected.

Capture-1.png

You then got an email from DoubleFine telling you your chosen reward tier.

You were also told every time you visited the page:

Capture2-1.png

You then had 33 days to log back in and change your reward tier to whatever you wanted.

In short: YOU made a silly mistake.

That said, I'm sure DoubleFine will honour your request, as soon as they have the time to do so.

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I was logging in to the Kickstarter to look at comments and videos and such but it never struck at me to carefully check my reward details because I didn't believe anything was wrong until I got the final e-mail about the conclusion and my backer details. Yes I feel foolish for not checking over everything with a fine toothed comb because I didn't think something like this would happen. My mistake. I figure that since I have put $100 into the project it would be fairly easy to just switch a bullet point back to $100 or whatever for me.

I don't think it's confusing. You put in your reward amount and select your reward, (some people DO pledge higher than the reward they want, so it needs to have this functionality), then you put in your payment details. The tier that you selected is then highlighted whenever you are logged in.

On the one hand I'm not that sympathetic - with $100 on the line it would seem obvious that you should check everything was done properly. On the other, it is a bummer, and I expect if you explain the situation to Double Fine it will eventually sort itself out - but they're undoubtedly pretty busy at the moment. Try putting in a question via their Kickstarter page: I've asked two things, and they were both answered eventually.

On an related-ish note, I wonder if DF should just put a "I didn't pay postage!" $10 item in the gift store, because I think at least some people failed to notice they were supposed to pay postage in order to get the $100 rewards outside the US.

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Wow I wasn't expecting that amount of vitriol from anyone. It very readily could have been my fault, or someone that uses this computers fault. I was showing people the Kickstarter site and trying to get them to support it and maybe a different bullet got selected. Unfortunately I have busy e-mail and didn't notice until the end of Kickstarter e-mail was sent out with reward info that I had $30 instead of $100.

That's besides the point though... I paid $100 to this company and I deserve a certain amount of customer service based upon that fact regardless of how silly you think I am. I didn't notice over 33 days that anything was wrong so why would I have checked into it? I'm sure Double Fine has perfectly great intents and will eventually respond and are just deluged now. Hopefully they have empathy for someone who has been a support of Ron and Tim's since Monkey Island 1, and Double Fine since my day 1 Psychonauts purchase complete with playing cards still in pristine condition.

Sorry that wasn't vitriol, that was just answering your question... which has gotten pretty annoying after the fourth or fifth time.

Complaining here isn't going to help. Your best bet is to contact DF directly at their support email address. I know you say you've done that, but eventually you will get a response.

Also, please stop complaining that DF owe you something for your own silly mistake. You're not the victim of a scam, you messed up. I'm sure you'll get it sorted, but getting angry at THEM isn't reasonable.

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Wow I wasn't expecting that amount of vitriol from anyone. It very readily could have been my fault, or someone that uses this computers fault. I was showing people the Kickstarter site and trying to get them to support it and maybe a different bullet got selected. Unfortunately I have busy e-mail and didn't notice until the end of Kickstarter e-mail was sent out with reward info that I had $30 instead of $100.

That's besides the point though... I paid $100 to this company and I deserve a certain amount of customer service based upon that fact regardless of how silly you think I am. I didn't notice over 33 days that anything was wrong so why would I have checked into it? I'm sure Double Fine has perfectly great intents and will eventually respond and are just deluged now. Hopefully they have empathy for someone who has been a support of Ron and Tim's since Monkey Island 1, and Double Fine since my day 1 Psychonauts purchase complete with playing cards still in pristine condition.

Sorry that wasn't vitriol, that was just answering your question... which has gotten pretty annoying after the fourth or fifth time, I might add.

Complaining here isn't going to help. Your best bet is to contact DF directly at their support email address. I know you say you've done that, but eventually you will get a response.

Please stop complaining that DF owe you something for your own silly mistake, though.

Being a Double Fine white knight isn't helping anyone but your own ego. I definitely will not stop because of what people that are insulting tell me to do either. If you don't like it don't read it. I'm not spamming multiple threads and I'm not bumping this topic just for the sake of bumping it. I've put $100 on the line for this project and if you think that's silly you're missing the whole point.

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Being a Double Fine white knight isn't helping anyone but your own ego. I definitely will not stop because of what people that are insulting tell me to do either. If you don't like it don't read it. I'm not spamming multiple threads and I'm not bumping this topic just for the sake of bumping it. I've put $100 on the line for this project and if you think that's silly you're missing the whole point.

Good luck with that.

And given how you're NOT bumping this thread, I don't expect to see you post in it again unless someone is asking you a question. Right...?

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Of course. I know how forums work. If people weren't responding I wouldn't be responding, right? Since people are responding, some of them clearly negatively, I feel obliged to reply.

Being a Double Fine white knight isn't helping anyone but your own ego. I definitely will not stop because of what people that are insulting tell me to do either. If you don't like it don't read it. I'm not spamming multiple threads and I'm not bumping this topic just for the sake of bumping it. I've put $100 on the line for this project and if you think that's silly you're missing the whole point.

Good luck with that.

And given how you're NOT bumping this thread, I don't expect to see you post in it again unless someone is asking you a question. Right?

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I figure that since I have put $100 into the project it would be fairly easy to just switch a bullet point back to $100 or whatever for me.

While we're all here very happy that you pledged $100 or over, so did over 12,000 other people and I'm sure there'll be time later to deal with this non-urgent issue. I wish you the best of luck with it, really! But I'm sure they're busy dealing with all sorts of much more time-critical things right now, which will explain their delay in getting back to you. They're not even sending out surveys yet, so there's plenty of time to deal with people who selected the wrong reward.

Also, it's probably not within DF's power to switch a reward on your behalf after the funding period is up, so they will have to make a special note of your case and get your details manually instead of automatically via a kickstarter survey, which is actually a pain for them, I imagine.

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Wow I wasn't expecting that amount of vitriol from anyone. It very readily could have been my fault, or someone that uses this computers fault. I was showing people the Kickstarter site and trying to get them to support it and maybe a different bullet got selected. Unfortunately I have busy e-mail and didn't notice until the end of Kickstarter e-mail was sent out with reward info that I had $30 instead of $100. That's besides the point though... I paid $100 to this company and I deserve a certain amount of customer service based upon that fact regardless of how silly you think I am. I didn't notice over 33 days that anything was wrong so why would I have checked into it? I'm sure Double Fine has perfectly great intents and will eventually respond and are just deluged now. Hopefully they have empathy for someone who has been a support of Ron and Tim's since Monkey Island 1, and Double Fine since my day 1 Psychonauts purchase complete with playing cards still in pristine condition

No vitriol, just truthiness. And, honestly, you deserve to get a $30 reward because THAT IS WHAT YOU SELECTED. I do, honestly, hope that DF works with you to get you the correct reward. And, honestly, I suspect that they will. However, you don't DESERVE anything more than the $30 reward. Nobody DESERVES anything beyond what they selected, whether you pledged $30, or $100, or $1,000,000. That's how it works. There's nothing confusing about the process. In fact, if you click the tier you want to pledge at initially, it actually DOES check that box for you automatically. It's simple. Really!

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On a secondary note, before crying vitriol and calling people out about autoegoboosting because they don't agree with you, try contributing to the forum. As of this post, 11 out of your 11 total posts have been in this thread, crying foul.

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