I come with an update on these PHB pre-order cancellations. There were two potential reasons for these cancellations, and we are working to resolve the issues quickly.
The first reason was a tech issue that caused some orders to fail payment processing when shipping started which caused the order to automatically cancel. On September 11th, customers in this category were notified via email that we will attempt to re-process their order after 24 hours with the opportunity to opt-out by contacting customer service.
The second reason was due to payment failure of the original payment method used for the pre-order when shipping started which caused the order to automatically cancel. This payment failure could include things like insufficient funds or an expired card. In this case, customers will be notified today with instructions on how they can re-order the PHB book using an updated payment method.
We’re sorry for any inconvenience but wanted to keep everyone informed as we quickly work to resolve the pre-orders.
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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!
I come with an update on these PHB pre-order cancellations. There were two potential reasons for these cancellations, and we are working to resolve the issues quickly.
The first reason was a tech issue that caused some orders to fail payment processing when shipping started which caused the order to automatically cancel. On September 11th, customers in this category were notified via email that we will attempt to re-process their order after 24 hours with the opportunity to opt-out by contacting customer service.
The second reason was due to payment failure of the original payment method used for the pre-order when shipping started which caused the order to automatically cancel. This payment failure could include things like insufficient funds or an expired card. In this case, customers will be notified today with instructions on how they can re-order the PHB book using an updated payment method.
We’re sorry for any inconvenience but wanted to keep everyone informed as we quickly work to resolve the pre-orders.
LaTia always goes Above and Beyond. Thank you so much for the additional information!
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
How are people being 'screwed'? If you think someone posting with a reminder that the people on the receiving end of this rage are human beings who are NOT responsible for the error makes me an apologist, sure, I would love to and thank you for giving me permission to do so.
How are they stealing? Explain how if they are working on a solution for you, this is theft and not just an operational error that virtually every business has experienced at one point or another? Then explain why that would justify you treating other people like garbage. I would love to see you try to rationalize abuse while calling me an apologist. Please, do go on.
They have products we paid for, and they didn't release instead they canceled them with no resolution and no follow-up for 48 hours. They still haven't officially responded with anything other than open support tickets. I don't care if it's an error, it's still theft until they either refund me, or uncancel my order. I was charged 190 dollars, I have my receipts and bank statements reflecting as such. You can keep making excuse after excuse for this companies poor support, but it's absolute trash support and I have no respect for a company that can't keep a minimal level of customer service even if there is a "Mistake/operational error". The first thing they should have done is issued a statement, emailed people, or put something out on the frontpage. Instead they have continued to putz with no word and no refund or undoing the cancellation.
Exactly who am I treating like garbage? The fictional customer service that HASN'T RESPONDED? Nah, that's on them fam, they need to up their game or they need to completely fire their customer support teams. All we got was some community manager saying the obvious and that's basically infuriating the problem not helping it. WOTC is a failing company, and seeing that they can't do basic customer service, I can see why they keep getting products canceled, and why this 2024 refresh is such a piss poor edition.
There is no company on earth that can effectively respond to problems immediately and I daresay there are few that can respond in a matter of days to every person when they are suddenly flooded with customers blinded by their own unhinged emotions. In fact, reactionary, bombastic people slow things down considerably from a customer service perspective, generally speaking. Of course, attacking people on the forums does nothing against expediency of resolution on support tickets, but it is a waste of time that does make it more difficult for staff to identify the posters who have concerns and who have not yet been informed of how to resolve the issue and to get them the necessary information. In other words, you are contributing to the slowing down of resolution for other customers.
Contextually, it is pretty obvious that I was using 'you' in the impersonal form. I honestly don't know what to say if you missed that, but if you want to own up to mistreating workers then great. Your own admission to this kind of behavior will probably find very little support from anyone, even others dealing with the same issue.
Yes, being mad at a company is perfectly awesome. I don't have my books either and am frustrated by this. Frustrated at the company, but I don't beat up on people who have no control over that and I certainly wouldn't beat up on the powerless and faultless working class to make myself feel powerful again. I hope others who are just as frustrated as I am can remember who, or what to be frustrated at.
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
Fully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
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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!
Do you know if they have talked to Paypal to resolve this? Cause it will probably be denied again if they haven't. Also will they try using any other payment type that is saved? Would it be good for people to put in an alternate payment type in their account?
Are you even reading what you are typing before you hit send? No one would empathize or sympathize with this post, especially as it follows me saying that frustration at the company is justified. This is just pure malice. Calling for workers to be terminated because they can't meet your demand on your time, personal attacks of people on the forums. This is well in excess of what would be understandable or acceptable behavior.
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
Fully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
When you say to "flag it," do you mean submit a new ticket?
I used paypal. I didn’t get a “will retry” email, it was cancelled right after. I didn’t have funding issue and I didn’t cancel autopay agreement either. So it looks like I’m neither first nor second case but I need help.
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
Fully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
When you say to "flag it," do you mean submit a new ticket?
No, and thank you for asking! Raise it here again (I'm keeping an eye on this thread), and I can escalate it to see what's going on.
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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!
I used paypal. I didn’t get a “will retry” email, it was cancelled right after. I didn’t have funding issue and I didn’t cancel autopay agreement either. So it looks like I’m neither first nor second case but I need help.
Also I created ticket but received no response.
You've taken the right steps. We can't do anything about this here on the forums, so creating the support ticket where the right people can help with the issue is the best way.
Also, just to remind everyone as a whole, the CS team is working on these tickets in addition to the usual tickets they're receiving, so give them some grace.
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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!
I have basically the same story as everyone else. I purchased the core rule book physical digital bundle using PayPal.
I got one email that didn't contain any information about how to fix the problem. I had to create a separate account with Wizards of the Coast to send a help request ticket at the customer support site they sent me to.
This seems to be a fairly large problem, I hope it's fixed soon.
Are you even reading what you are typing before you hit send? No one would empathize or sympathize with this post, especially as it follows me saying that frustration at the company is justified. This is just pure malice. Calling for workers to be terminated because they can't meet your demand on your time, personal attacks of people on the forums. This is well in excess of what would be understandable or acceptable behavior.
I wouldn't bother with them too much. They are clearly looking to be mad and well, no response from you or anyone else will ever change that position.
As for an update to my previous posts, the 2024 PHB hardcover is now shipping and I should expect it tomorrow. So it looks like the lesson learned here is to not use PayPal, which honestly there are so many reasons to not use that platform as a means of sending and receiving funds.
Hopefully, people will let this be "the final nail in the coffin" and be done with PayPal if they have any alternatives available.
Are you even reading what you are typing before you hit send? No one would empathize or sympathize with this post, especially as it follows me saying that frustration at the company is justified. This is just pure malice. Calling for workers to be terminated because they can't meet your demand on your time, personal attacks of people on the forums. This is well in excess of what would be understandable or acceptable behavior.
Yep, read it, meant it and sent it.
WOTC is a failing company, Hasbro is losing hand over fist and has already canned 1100 employees in the last 12 months. The faster this place closes and we get DND into the hands of a good company, the better. This 2024 "refresh" is a good scam of theirs to make money off already printed content. The feedback around these books has been trash, and I wouldn't be surprised if it's just heavily ai-generated garbage. You might be new to the game, but DND was better, far better, before WOTC tainted it.
I did put a ticket in and I did not use Paypal. I used a Klarna one time use card for the whole amount. I have not received a response either way. The full amount was charged to the card at the time of purchase. I have sent them proof of that. This concerns me since my situation is not covered by either scenario presented while related to the rest, and I am losing confidence that it will be resolved. However, I am still making full payments on the amount charged.
Are you even reading what you are typing before you hit send? No one would empathize or sympathize with this post, especially as it follows me saying that frustration at the company is justified. This is just pure malice. Calling for workers to be terminated because they can't meet your demand on your time, personal attacks of people on the forums. This is well in excess of what would be understandable or acceptable behavior.
I wouldn't bother with them too much. They are clearly looking to be mad and well, no response from you or anyone else will ever change that position.
As for an update to my previous posts, the 2024 PHB hardcover is now shipping and I should expect it tomorrow. So it looks like the lesson learned here is to not use PayPal, which honestly there are so many reasons to not use that platform as a means of sending and receiving funds.
Hopefully, people will let this be "the final nail in the coffin" and be done with PayPal if they have any alternatives available.
Agreed on all counts and I am glad to see that you are getting a resolution here. Crossing my fingers for myself and many others.
Hi LaTia! Thanks for the update! Let me explain my situation again, because it does not seem to fir your two options
So far as I can tell, I was billed the full amount for the bundle via PayPal when the pre-order was selected. I'm told I will be re-charged for the PHB order. The email was not clear if the charge was for the bundle or for just the physical book, or the amount that was attempted to be debited, but I assure you there was no notice of anything getting declined from PayPal
I did get an email saying there would be an attempted re-charge.
1) Am I incorrect in thinking that the $189.96 you folks debited me for was the entire amount of my pre-order, or should I have expected more charges. The initial email seemed to indicate$189.96 was the full amount. Is this incorrect?
2) When I your system attempts to re-bill me will it be for what I should be paying based on my pre-order or will it be for some other price?
I'm happy to wait until end of day here to see what happens, I'm just not sure what y'all expect will happen.
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D&D StaffHey all! (Again, big font for visibility.)
I come with an update on these PHB pre-order cancellations. There were two potential reasons for these cancellations, and we are working to resolve the issues quickly.
The first reason was a tech issue that caused some orders to fail payment processing when shipping started which caused the order to automatically cancel. On September 11th, customers in this category were notified via email that we will attempt to re-process their order after 24 hours with the opportunity to opt-out by contacting customer service.
The second reason was due to payment failure of the original payment method used for the pre-order when shipping started which caused the order to automatically cancel. This payment failure could include things like insufficient funds or an expired card. In this case, customers will be notified today with instructions on how they can re-order the PHB book using an updated payment method.
We’re sorry for any inconvenience but wanted to keep everyone informed as we quickly work to resolve the pre-orders.
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
LaTia always goes Above and Beyond. Thank you so much for the additional information!
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
There is no company on earth that can effectively respond to problems immediately and I daresay there are few that can respond in a matter of days to every person when they are suddenly flooded with customers blinded by their own unhinged emotions. In fact, reactionary, bombastic people slow things down considerably from a customer service perspective, generally speaking. Of course, attacking people on the forums does nothing against expediency of resolution on support tickets, but it is a waste of time that does make it more difficult for staff to identify the posters who have concerns and who have not yet been informed of how to resolve the issue and to get them the necessary information. In other words, you are contributing to the slowing down of resolution for other customers.
Contextually, it is pretty obvious that I was using 'you' in the impersonal form. I honestly don't know what to say if you missed that, but if you want to own up to mistreating workers then great. Your own admission to this kind of behavior will probably find very little support from anyone, even others dealing with the same issue.
Yes, being mad at a company is perfectly awesome. I don't have my books either and am frustrated by this. Frustrated at the company, but I don't beat up on people who have no control over that and I certainly wouldn't beat up on the powerless and faultless working class to make myself feel powerful again. I hope others who are just as frustrated as I am can remember who, or what to be frustrated at.
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D&D StaffFully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
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You can call me LT. :)
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Thank you for your patience if you message me outside of those hours!
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Thank you for the updates! I appreciate it.
Do you know if they have talked to Paypal to resolve this? Cause it will probably be denied again if they haven't. Also will they try using any other payment type that is saved? Would it be good for people to put in an alternate payment type in their account?
Are you even reading what you are typing before you hit send? No one would empathize or sympathize with this post, especially as it follows me saying that frustration at the company is justified. This is just pure malice. Calling for workers to be terminated because they can't meet your demand on your time, personal attacks of people on the forums. This is well in excess of what would be understandable or acceptable behavior.
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When you say to "flag it," do you mean submit a new ticket?
I used paypal. I didn’t get a “will retry” email, it was cancelled right after. I didn’t have funding issue and I didn’t cancel autopay agreement either. So it looks like I’m neither first nor second case but I need help.
Also I created ticket but received no response.
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D&D StaffNo, and thank you for asking! Raise it here again (I'm keeping an eye on this thread), and I can escalate it to see what's going on.
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You can call me LT. :)
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Thank you for your patience if you message me outside of those hours!
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D&D StaffYou've taken the right steps. We can't do anything about this here on the forums, so creating the support ticket where the right people can help with the issue is the best way.
Also, just to remind everyone as a whole, the CS team is working on these tickets in addition to the usual tickets they're receiving, so give them some grace.
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
I have basically the same story as everyone else. I purchased the core rule book physical digital bundle using PayPal.
I got one email that didn't contain any information about how to fix the problem. I had to create a separate account with Wizards of the Coast to send a help request ticket at the customer support site they sent me to.
This seems to be a fairly large problem, I hope it's fixed soon.
I wouldn't bother with them too much. They are clearly looking to be mad and well, no response from you or anyone else will ever change that position.
As for an update to my previous posts, the 2024 PHB hardcover is now shipping and I should expect it tomorrow. So it looks like the lesson learned here is to not use PayPal, which honestly there are so many reasons to not use that platform as a means of sending and receiving funds.
Hopefully, people will let this be "the final nail in the coffin" and be done with PayPal if they have any alternatives available.
Yep, read it, meant it and sent it.
WOTC is a failing company, Hasbro is losing hand over fist and has already canned 1100 employees in the last 12 months. The faster this place closes and we get DND into the hands of a good company, the better. This 2024 "refresh" is a good scam of theirs to make money off already printed content. The feedback around these books has been trash, and I wouldn't be surprised if it's just heavily ai-generated garbage. You might be new to the game, but DND was better, far better, before WOTC tainted it.
Hi!
I did put a ticket in and I did not use Paypal. I used a Klarna one time use card for the whole amount. I have not received a response either way. The full amount was charged to the card at the time of purchase. I have sent them proof of that. This concerns me since my situation is not covered by either scenario presented while related to the rest, and I am losing confidence that it will be resolved. However, I am still making full payments on the amount charged.
not ordered with PayPal still haveing an issue
can anyone explain why this release ****ed the system but others didn't?
Hey LaTia,
I suppose that after the 24 hour wait period and the transaction is reprocessed that we will get an e-mail indicating if it was successful or not?
Thanks,
Lee
Agreed on all counts and I am glad to see that you are getting a resolution here. Crossing my fingers for myself and many others.
Let us know if you get it by tomorrow! :)
DM mostly, Player occasionally | Session 0 form | He/Him/They/Them
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Doctor/Published Scholar/Science and Healthcare Advocate/Critter/Trekkie/Gandalf with a Glock
Try DDB free: Free Rules (2024), premade PCs, adventures, one shots, encounters, SC, homebrew, more
Answers: physical books, purchases, and subbing.
Check out my life-changing
Hi LaTia! Thanks for the update! Let me explain my situation again, because it does not seem to fir your two options
So far as I can tell, I was billed the full amount for the bundle via PayPal when the pre-order was selected. I'm told I will be re-charged for the PHB order. The email was not clear if the charge was for the bundle or for just the physical book, or the amount that was attempted to be debited, but I assure you there was no notice of anything getting declined from PayPal
I did get an email saying there would be an attempted re-charge.
1) Am I incorrect in thinking that the $189.96 you folks debited me for was the entire amount of my pre-order, or should I have expected more charges. The initial email seemed to indicate$189.96 was the full amount. Is this incorrect?
2) When I your system attempts to re-bill me will it be for what I should be paying based on my pre-order or will it be for some other price?
I'm happy to wait until end of day here to see what happens, I'm just not sure what y'all expect will happen.
Thanks so much for all your help.