Refund Info
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Posted by buffythecatslayer
#51

What happens if they get sick with something else, breaks a leg, or other unforeseen circumstance prevents them from going?

Gen Con won't, nor have they ever (or if so, extremely rarely), issued refunds in these situations.  Every year, people post here saying "I need a refund because.... "  And while many of the reasons are legit (death in family, broken leg, etc.) it's always the same, no.  Getting COVID at the last minute will be no different.

Posted by austicke buffythecatslayer
#52

buffythecatslayer wrote:
What happens if they get sick with something else, breaks a leg, or other unforeseen circumstance prevents them from going?

Gen Con won't, nor have they ever (or if so, extremely rarely), issued refunds in these situations.  Every year, people post here saying "I need a refund because.... "  And while many of the reasons are legit (death in family, broken leg, etc.) it's always the same, no.  Getting COVID at the last minute will be no different.


That is incorrect. Gen Con has accommodated extenuating circumstances, but they don’t advertise it. If you’re in such a situation, you should email customer service.

Posted by stivmc fethbone
#53

fethbone wrote:
father bloodlust wrote:
Someone on Discord jokingly brought up a possible loophole to carry around a bag of Cheetos at all times, and Kelsey actually said they would be looking out for people trying to use such loopholes.

At least the finally sent an email plainly stating in the subject line what's going down.Four days after they changed the policy. I'm sure many people just deleted the first email- I know I would have if I hadn't seen the to-do here first.
Just discussing on another thread the presence of overzealous badge-checkers in the hotels in previous years. Looking forward to hearing the stories of people being told they are "trying to use a loophole" for not eating or drinking fast enough.

People talk about getting these emails from GenCon; Where are these emails of which you speak?  :)

 

Posted by burrfoot72 stivmc
#54

stivmc wrote:
fethbone wrote:
father bloodlust wrote:
Someone on Discord jokingly brought up a possible loophole to carry around a bag of Cheetos at all times, and Kelsey actually said they would be looking out for people trying to use such loopholes.

At least the finally sent an email plainly stating in the subject line what's going down.Four days after they changed the policy. I'm sure many people just deleted the first email- I know I would have if I hadn't seen the to-do here first.
Just discussing on another thread the presence of overzealous badge-checkers in the hotels in previous years. Looking forward to hearing the stories of people being told they are "trying to use a loophole" for not eating or drinking fast enough.

People talk about getting these emails from GenCon; Where are these emails of which you speak?  :) 
You need to sign up for them I believe.  There is a spot on the bottom right corner of the webpage to do that.  I think that should do it for you.

Posted by mikeboozer
#55

Sorry,

Been busy. Should have addressed this earlier.

To be as clear and transparent as possible...We have consistently maintained, through the Terms of Service, on our website, in several widely circulated blog posts, and in numerous email newsletters and social media posts, that health and safety requirements for the convention may change based on changing conditions. A mask-wearing requirement has always been a possibility and has become a necessary measure for the safe and effective operation of the convention.

We understand your frustration but we will not be making an exception to our refund policies based on the health and safety announcement.

By way  of some small explanation. Issuing a refund at this point is a lot more complicated, time consuming, and involved then some people may believe. Packets have been mailed and are in peoples hands. We are in the midst of and have already printed a good portion of Will Call that has been filed and made ready for transport to Indianapolis (We are in Seattle). 

There was no intent on our part on making an announcement after the hotel deadline. 

The hard deadline exists for many reasons, it is not just arbitrary. 

It is a difficult year for everyone. 

I know that this will not satisfy some of our attendees one the issue, but I believe you deserve an answer on the matter.

We do issue refunds after the deadline in special dire circumstances, but we do not consider this one of them.

Neither was the 2019 one that wanted a refund because their dog was involved in a custody battle (Not a comparison and a true story)

Mike Boozer 
Customer Service & Event Team Manager
Gen Con LLC

 
 

Posted by mikeboozer
#56

Also, we do not send emails to you that are informational unsolicited.
You must sign up for the email newsletter. There are legal reasons for this.

We do send you emails when you are purchasing or refunding things as these are a communication of the transaction.

 

Posted by aaronmlopez mikeboozer
#57

mikeboozer wrote:
Sorry,
Been busy. Should have addressed this earlier.
To be as clear and transparent as possible...We have consistently maintained, through the Terms of Service, on our website, in several widely circulated blog posts, and in numerous email newsletters and social media posts, that health and safety requirements for the convention may change based on changing conditions. A mask-wearing requirement has always been a possibility and has become a necessary measure for the safe and effective operation of the convention.
We understand your frustration but we will not be making an exception to our refund policies based on the health and safety announcement.
By way  of some small explanation. Issuing a refund at this point is a lot more complicated, time consuming, and involved then some people may believe. Packets have been mailed and are in peoples hands. We are in the midst of and have already printed a good portion of Will Call that has been filed and made ready for transport to Indianapolis (We are in Seattle). 
There was no intent on our part on making an announcement after the hotel deadline. 
The hard deadline exists for many reasons, it is not just arbitrary. 
It is a difficult year for everyone. 
I know that this will not satisfy some of our attendees one the issue, but I believe you deserve an answer on the matter.
We do issue refunds after the deadline in special dire circumstances, but we do not consider this one of them.
Neither was the 2019 one that wanted a refund because their dog was involved in a custody battle (Not a comparison and a true story)
Mike Boozer 
Customer Service & Event Team Manager
Gen Con LLC
 
 

Thanks for the clarifying message! 

One question, if things change between now and Sept 16, can Gen Con still roll badges/event tickets for account credit? This may help alleviate some anxiety if Gen Con would be willing to do that. I think some people think that a refund is the only option they have if something comes up and may not know that there may be a possibility to roll your badges over to next year. 

Posted by toxic_rat
#58

It's very off-topic, but now I want to know the details on the dog custody battle thing.

Posted by jillt
#59

I laughed at the dog custody battle as an excuse to get a refund, too, but I guess people have creativity in their approach.  

Posted by mikeboozer aaronmlopez
#60

aaronmlopez wrote:
mikeboozer wrote:
Sorry,
Been busy. Should have addressed this earlier.
To be as clear and transparent as possible...We have consistently maintained, through the Terms of Service, on our website, in several widely circulated blog posts, and in numerous email newsletters and social media posts, that health and safety requirements for the convention may change based on changing conditions. A mask-wearing requirement has always been a possibility and has become a necessary measure for the safe and effective operation of the convention.
We understand your frustration but we will not be making an exception to our refund policies based on the health and safety announcement.
By way  of some small explanation. Issuing a refund at this point is a lot more complicated, time consuming, and involved then some people may believe. Packets have been mailed and are in peoples hands. We are in the midst of and have already printed a good portion of Will Call that has been filed and made ready for transport to Indianapolis (We are in Seattle). 
There was no intent on our part on making an announcement after the hotel deadline. 
The hard deadline exists for many reasons, it is not just arbitrary. 
It is a difficult year for everyone. 
I know that this will not satisfy some of our attendees one the issue, but I believe you deserve an answer on the matter.
We do issue refunds after the deadline in special dire circumstances, but we do not consider this one of them.
Neither was the 2019 one that wanted a refund because their dog was involved in a custody battle (Not a comparison and a true story)
Mike Boozer 
Customer Service & Event Team Manager
Gen Con LLC
 

Thanks for the clarifying message! One question, if things change between now and Sept 16, can Gen Con still roll badges/event tickets for account credit? This may help alleviate some anxiety if Gen Con would be willing to do that. I think some people think that a refund is the only option they have if something comes up and may not know that there may be a possibility to roll your badges over to next year. 

"If things change" is a wide open statement.

We will do our best to adjust as warranted if we believe it is necessary. Yes, I know that's ambiguous!

Mike

Posted by qwaserity jillt
#61

jillt wrote:
I laughed at the dog custody battle as an excuse to get a refund, too, but I guess people have creativity in their approach.  
I had a choice of attending my grandmother's funeral or going to Origins one year. My mother later told me I missed out on all of the bile and infighting at the funeral. Your mileage may vary based on what you consider important.

Posted by timjs21 mikeboozer
#62

mikeboozer wrote:
Sorry,
Been busy. Should have addressed this earlier.
To be as clear and transparent as possible...We have consistently maintained, through the Terms of Service, on our website, in several widely circulated blog posts, and in numerous email newsletters and social media posts, that health and safety requirements for the convention may change based on changing conditions. A mask-wearing requirement has always been a possibility and has become a necessary measure for the safe and effective operation of the convention.
We understand your frustration but we will not be making an exception to our refund policies based on the health and safety announcement.
By way  of some small explanation. Issuing a refund at this point is a lot more complicated, time consuming, and involved then some people may believe. Packets have been mailed and are in peoples hands. We are in the midst of and have already printed a good portion of Will Call that has been filed and made ready for transport to Indianapolis (We are in Seattle). 
There was no intent on our part on making an announcement after the hotel deadline. 
The hard deadline exists for many reasons, it is not just arbitrary. 
It is a difficult year for everyone. 
I know that this will not satisfy some of our attendees one the issue, but I believe you deserve an answer on the matter.
We do issue refunds after the deadline in special dire circumstances, but we do not consider this one of them.
Neither was the 2019 one that wanted a refund because their dog was involved in a custody battle (Not a comparison and a true story)
Mike Boozer 
Customer Service & Event Team Manager
Gen Con LLC
 
 
Thanks Mike.  I'm not happy with the mask decision, the date it was announced or GenCon not offering those wishing for a refund or account credit the ability to receive one.  I do appreciate the clarification though.

Posted by richbusby papabees
#63


papabees wrote:I'm not sure I think Gencon intentionally made the announcement late, but for a company that professionally runs cons, their communication has been really bad this year. Buried headlines, a surveys that lead one into answers that they seem to be looking for and nothing substantial at all about open gaming even though they claim it's going to be "awesome" this year.
I'm starting to worry about their continued survival.

I noticed this as well; that survey was sus, and left me concerned about the leadership and the direction they appear to be taking the con. Due in no small part to that survey and the uncertain nature of the whole masking and vaccine thing, I cancelled my badge on the last day of the window to do so. No one even bothered to ask me why.
 

Posted by quarex qwaserity
#64

Well your attitude and avatar tell us why, so they probably figured it out

qwaserity wrote:
jillt wrote:I laughed at the dog custody battle as an excuse to get a refund, too, but I guess people have creativity in their approach.  
I had a choice of attending my grandmother's funeral or going to Origins one year. My mother later told me I missed out on all of the bile and infighting at the funeral. Your mileage may vary based on what you consider important.
Two years out of three in a row in the 2010s, either I or my spouse had a grandmother die the day before Gen-Con started.  My family actually tried to tell me it was fine and I should go enjoy my time at the convention because grandma did not want a big funeral, but like, no, so I drove to Michigan Friday morning and drove back Friday evening.  Then for my spouse's grandmother my spouse pretty much said "yeah I would appreciate you coming to the funeral but I bet you will dodge a bullet avoiding the rest of the festivities" so I drove to Illinois Friday morning and back Friday evening.  In both cases I felt like I was a college student trying to get out of a test.  "Sorry, volunteer group I get my badge from, I cannot work Friday; no, I swear, this is real"

Posted by papabees quarex
#65

quarex wrote:
Well your attitude and avatar tell us why, so they probably figured it out
The guy was respectful and stated what one could argue is a legit concern with Gencons leadership/direction without name calling and because you don't like his profile pic you're going to call him out. What are we in like third grade?

Posted by mikeboozer
#66

Keep it civil folks. Name calling as you should all know is a no no.

Mike

Posted by hahnarama
#67

Con on you Poo Poo heads lets keep it nice and friendly.

Only 35 DAYS UNTIL GEN CON!!! 

Posted by qwaserity hahnarama
#68

hahnarama wrote:
Con on you Poo Poo heads lets keep it nice and friendly.
Only 35 DAYS UNTIL GEN CON!!! 
*** old man voice from Simpsons ***
"Calling someone a poo poo; that's a paddling."

Posted by rich
#69

This thread needs an enema!
 

Posted by vulcanspock squirecam
#70

squirecam wrote:
 
 A proper example would be you call the restaurant in January asking if they serve fresh cod. The restaurant says fresh cod is never guaranteed and its 50/50 whether they will have it at any time. They ask if you want a reservation and you make it KNOWING that they might not have fresh cod.
​

And do you find that the restaurant still charges you for the cod at that point?  I think your analogy is making the opposite of the point you are trying to make.

Also, you include 50/50 in there to bolster your point, even though that isn't a remotely accurate characterization of the situation.

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