Similar issue but with debit card. Paid on the 9th of September. Digital copy is on file and my bank shows the deduction. WOTC needs to get their shit together. This is feeling like another Fallout 76 problem.
Customer service can be thankless job, and I'm just happy to know that the team is working on it. I'm sure they will find a way to make it right with all of us. As much as I want to have that physical copy in my hands, I still have access to the digital, and my daughter has an alt-cover copy already, so it's not going to stop us from getting going!
Customer service can be thankless job, and I'm just happy to know that the team is working on it. I'm sure they will find a way to make it right with all of us. As much as I want to have that physical copy in my hands, I still have access to the digital, and my daughter has an alt-cover copy already, so it's not going to stop us from getting going!
Appreciated! (And MAN, that alt cover is gorgeous, isn't it? Can't wait to add it to my shelf.)
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Your Friendly Neighborhood Community Manager (she/her) You can call me LT. :)
CM Hat On| CM Hat Off Generally active from 9am - 6pm CDT [GMT-5]. Thank you for your patience if you message me outside of those hours!
Customer service can be thankless job, and I'm just happy to know that the team is working on it. I'm sure they will find a way to make it right with all of us. As much as I want to have that physical copy in my hands, I still have access to the digital, and my daughter has an alt-cover copy already, so it's not going to stop us from getting going!
It would be frustrating to see books on shelves in local store while I'm waiting for my preorder I paid long ago.
Update here: the team is aware of this issue. If you haven't already done so, please submit a Customer Support ticket. We cannot help with this issue on the forums.
If you have, fantastic! Don't submit a new one; that'll just push you further down the queue.
Thank you for this!
The main thing for me is communication and this fits the bill. While preference would (obviously) be that this didn't happen to begin with, having someone acknowledge and let us know the issues is being addressed is the next best thing.
I did not authorize the cancellation, if WotC cannot get their act together I might just demand a full refund or boycott the system outright. Enough is enough.
Update here: the team is aware of this issue. If you haven't already done so, please submit a Customer Support ticket. We cannot help with this issue on the forums.
If you have, fantastic! Don't submit a new one; that'll just push you further down the queue.
Appreciate you coming out and at least telling us we're not screaming into the void. I know customer service is tough and can suck (especially when stuff like this happens).
That being said: I submitted a ticket as soon as I saw the email, but I'm curious if there is any kind of time frame on getting this resolved? These books are going to be on LGS shelves in less than a week. It'd be pretty surprising if D&D Beyond customer service is going to resolve all of these tickets, process our payments, and ship them out in time for that date...
Update here: the team is aware of this issue. If you haven't already done so, please submit a Customer Support ticket. We cannot help with this issue on the forums.
If you have, fantastic! Don't submit a new one; that'll just push you further down the queue.
Thanks for responding. I think it makes people feel a bit better to know that you are aware of the problem.
I suspect folks on this thread would be interested in answers to the following questions:
Will you need customers to do anything to fix this, or will you fix it automatically? For example, will we need to provide alternate (non-PayPal) payment methods? Will we need to affirm that we still want the product, or will you assume that we do?
If we need to do something, how will we learn this? Will youi send us emails? Will we do it through the support tickets that we've filed?
Will our orders be delayed, or will we still receive them on September 17?
Will we still receive the original discount that we received when we pre-ordered?
Will we still receive the pre-order bonuses and additional content?
I get that, as a community manager, you're here for the forums, and not for actual customer support, but the support team needs to start responding really soon.
Maybe find someone from the support team to chime in here and let us know what's going on? Because no one is responding to support tickets. As far as we know, we're shouting into the void. Not a good feeling. Not a good customer experience either.
You folks took my money and canceled my order. I don't want my money back I want what I ordered at the price it was when I paid for it.
I disagree with the notion that I'm not customer support, because my job is to act as liaison between you and the team to keep you informed.
I understand the frustration, but pulling someone from the support team to come here and say what I'm saying to you pulls them away from handling everyone's tickets and will just increase response time.
LT,
It's nice that you hopped in and said that the support team is aware of the problem, but that gives us no indication that they're actually working on the problem nor what the solution is. Additionally, it would only take 5 minutes at most for someone from the support team to respond to the multitudes of people with the same issue.
Having worked in a customer service industry for over two decades, I know that it's crucial to give some kind of response / acknowledgement from someone in charge to chime in and give some answers. People in general are very forgiving when there's an honest answer from someone in charge. Even if there isn't a solution yet, simply saying "we don't have an answer yet but we're working on it" is enough to calm emotions for a while.
So, although it's a nice gesture to say the support team is aware of the problem, it gives us no answers. This leads to additional frustration as many people will look at it as a continuation of being ignored and that the DnD and WotC team do not care about this problem enough to even acknowledge it.
The books are already on LGS shelves in the US. I decided to pick one up today with the firm belief that this problem will not be solved in a timely manner. After all, they can't even be bothered to acknowledge the problem nor give us any kind of way forward after over 24 hours of this train wreck of a launch.
Update. I have just gotten email confirmation that the 2024 PHB is being shipped. So they appear to be charging us as we go versus all at once. Perhaps, a consideration on their part due to suspected production/shipping delays, etc.
I have put in a ticket but so far, I have been charged $67.47 (though the initial pre-authorized payment was for the full amount) which is the price of all the digital books after the bundle discount. And today I saw a pre-authorized charge of $39.75 which matches up with one bundle discounted hardcover (I presume it is for the PHB) and its share of the tax total.
So it looks like we are being charged in pieces as things become "available". Which is fine, as long as I get everything as scheduled. However, it would have been good to tell us this prior to our purchases so we don''t freak out, etc.
And I didn't use PayPal, I used a debit card through my bank.
So do we all wait for them to sort this out, or do we start going through paypal refunding our orders because this isn't being taken seriously by WOTC? A community manager responding with absolutely no details, and just to submit tickets is a woefully inadequate response when its concerning almost 200 dollars of everyones money. This is a joke of customer service that any consumer business should be ashamed of.
I've been polite, but I've let the forum mod know that I'm angry. I'm angry because my funds have been taken, and my order has been canceled. Imagine ordering a pizza, and your pizza company says you're not getting your pizza but they're keeping your money.
How long would you wait before you lodged an angry complaint?
Similar issue but with debit card. Paid on the 9th of September. Digital copy is on file and my bank shows the deduction. WOTC needs to get their shit together. This is feeling like another Fallout 76 problem.
Thank you LT!
Customer service can be thankless job, and I'm just happy to know that the team is working on it. I'm sure they will find a way to make it right with all of us. As much as I want to have that physical copy in my hands, I still have access to the digital, and my daughter has an alt-cover copy already, so it's not going to stop us from getting going!
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D&D StaffAppreciated! (And MAN, that alt cover is gorgeous, isn't it? Can't wait to add it to my shelf.)
Your Friendly Neighborhood Community Manager (she/her)
You can call me LT. :)
CM Hat On | CM Hat Off
Generally active from 9am - 6pm CDT [GMT-5].
Thank you for your patience if you message me outside of those hours!
Useful Links: Site Rules & Guidelines | D&D Educator Resources | Change Your Nickname | Submit a Support Ticket
It would be frustrating to see books on shelves in local store while I'm waiting for my preorder I paid long ago.
SAME HERE
Is there any time frame on a correction or fix?
Well I am not happy this happened, but relieved to know that I am not the only one. Misery loves company! I hope we can all get it resolved soon!
Heck, they haven't even publicly acknowledged the problem yet.
Thank you LaTia, you are never appreciated enough, but some of us are always so very grateful when you chime in on issues!
Thank you for this!
The main thing for me is communication and this fits the bill. While preference would (obviously) be that this didn't happen to begin with, having someone acknowledge and let us know the issues is being addressed is the next best thing.
Order No: DDB00221604
Method 1 cancelled
I did not authorize the cancellation, if WotC cannot get their act together I might just demand a full refund or boycott the system outright. Enough is enough.
Appreciate you coming out and at least telling us we're not screaming into the void. I know customer service is tough and can suck (especially when stuff like this happens).
That being said: I submitted a ticket as soon as I saw the email, but I'm curious if there is any kind of time frame on getting this resolved? These books are going to be on LGS shelves in less than a week. It'd be pretty surprising if D&D Beyond customer service is going to resolve all of these tickets, process our payments, and ship them out in time for that date...
Thank you for the update!
It is extremely appreciated.
Knowing that this issue is being acknowledged goes a long way in easing the frustration.
Now, just got to hope for a speedy resolution.
Thanks for responding. I think it makes people feel a bit better to know that you are aware of the problem.
I suspect folks on this thread would be interested in answers to the following questions:
Thanks for any detail you can provide.
-DeadlyDad
LT,
It's nice that you hopped in and said that the support team is aware of the problem, but that gives us no indication that they're actually working on the problem nor what the solution is. Additionally, it would only take 5 minutes at most for someone from the support team to respond to the multitudes of people with the same issue.
Having worked in a customer service industry for over two decades, I know that it's crucial to give some kind of response / acknowledgement from someone in charge to chime in and give some answers. People in general are very forgiving when there's an honest answer from someone in charge. Even if there isn't a solution yet, simply saying "we don't have an answer yet but we're working on it" is enough to calm emotions for a while.
So, although it's a nice gesture to say the support team is aware of the problem, it gives us no answers. This leads to additional frustration as many people will look at it as a continuation of being ignored and that the DnD and WotC team do not care about this problem enough to even acknowledge it.
Thanks for the head's up, LT! I put in a ticket last night.
~Here be dragons~*~There burned wagons~*~And I'll be have'n a flag'n of ale~
Redbeardmd,
The books are already on LGS shelves in the US. I decided to pick one up today with the firm belief that this problem will not be solved in a timely manner. After all, they can't even be bothered to acknowledge the problem nor give us any kind of way forward after over 24 hours of this train wreck of a launch.
Update. I have just gotten email confirmation that the 2024 PHB is being shipped. So they appear to be charging us as we go versus all at once. Perhaps, a consideration on their part due to suspected production/shipping delays, etc.
So do we all wait for them to sort this out, or do we start going through paypal refunding our orders because this isn't being taken seriously by WOTC? A community manager responding with absolutely no details, and just to submit tickets is a woefully inadequate response when its concerning almost 200 dollars of everyones money. This is a joke of customer service that any consumer business should be ashamed of.
I've been polite, but I've let the forum mod know that I'm angry. I'm angry because my funds have been taken, and my order has been canceled. Imagine ordering a pizza, and your pizza company says you're not getting your pizza but they're keeping your money.
How long would you wait before you lodged an angry complaint?