Replies posted by MountainGoat
US. This had been working for months - no changes on my end. No new card, no new address - nothing. Suddenly fails and my bank doesn’t even see an auth attempt, so its either in shadows system or the third party processor. It is never actually declined by my bank (which is one of the largest in the world, so I’m confident they know what they’re saying). The fact that the one-time link, with exactly the same info, works indicates that it’s a bug in their billing system. My interest in helping them troubleshoot their system problems only goes so far….and it doesn’t extend to listening to canned email responses that don’t actually involve reading what I wrote. One more go around, then I’ll just cancel and find another option, or wait for the steam deck.
Wow. I'd been reading the complaints about poor customer service, but took them with a grain of salt until this. I think that I must be emailing with a bot because it keeps ignoring what I write, asks me to do the same thing that I've already done, and refuses to do any troubleshooting.Their system keeps declining my charge, but my bank has no record of any decline or even charge attempt, so it's definitely an issue with their system or their processor. But they keep telling me to contact my bank and ignore that I have done so, and told them that I have multiple times. They refuse to troubleshoot their own systems, or contact their processor for more information. Nothing have changed on my end, and they'd been successfully charging for several months, and the one time payment link actually works with that very same card, so something definitely changed in their system or processor, but again, they just keep saying ‘contact your bank’, and not reading what I write. I’m giving suppo
Yup, I’ve logged a ticket and hadn’t been able to get a hold of them, so was trying to get it escalated in hopes of a response. They did respond, with a canned email response that shows they didn’t bother to read the content of my message. Looks like their processor can’t process a credit card transaction properly (same card, same issuer as all the previous payments, but now their processor is declining it without even passing it to my bank for approval). Why this is my problem to solve isn’t clear - their processor isn’t even submitted the transaction to my bank, so there is literally nothing I can do. I guess they really don’t want to keep customers, which surprises me given how many they have lost from the price increase.
So as a Mac user, Shadow was a necessity - even more so with the migration to the M1 chips. No intel support means no support for 90% of the games I want to play (especially older titles). It also let’s me run some other small windows-only programs. At $15/month it was a no brainer, even if I only play games once a week or so. At $30? Now getting a mid-tier PC might make sense. I don’t play heavy games or shooters where FPS is critical (e.g. Dragon Age:Inquisition is about as heavy as I have), so don’t need a big $ machine. Look, I get that $15 wasn’t sustainable, and $30 is reasonable for a full VM-level service. Haven’t found anything that remotely compares even at the new price, but would love to see an option for the casual gamer class? Low monthly charge (for storage/infrastructure) plus an hourly rate? BTW, for those complaining about the currency difference, remember, you have VAT built into the price, which we don’t. ~25% of your monthly fee doesn’t even go to shadow.
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