This is my update to my previous post on this forum: They changed it and only charged me only for the digital price of the bundle (well not really since it said that the digital was just $10 and they charged me over $20). I don't care about a digital book. I just wanted the physical one. My parents do D&D with actual books and paper. They don't like using anything digital because it ruins the magic for them. I tend to do paper D&D as well with all electronics away. Now, I can't. I just want the book I ordered for the price I ordered it at. As expected, there has been no response to the request I sent in.
This has been a very painful and unpleasant experience thus far. It makes no sense how I have to go through forums like this to actually find out bits of information for what might potentially be going on. This makes me question if this is their way of trying to get people to spend even more money on their products. I am heavily disappointed in this company and their lack of interest in hiring more people for customer support.
Once again, the only reason I ordered the bundle was because they convinced me with the upcharge of $10. It said that when you buy both, the digital is only $10. I thought, "Hey. It'd be nice if I got the digital so I can look over the rules in my room without turning on the lights at night. I'll still have the physical anyways." Apparently not.
I apologize for my rant. This is the most frustration towards a situation that I have felt in a long time.
Yeah, the advertisement says that adding the digital content is $10, but when they bill you for the physical and digital the digital somehow goes up in price to $23. I would be good reordering the physical from somewhere else if they only charged me the $10 for the digital copies. Almost like they knew that they would mess up delivering the physical books and end up with a bunch of people with the digital copies so they upped the price.
Agree with you that this is not a good customer service model. Poor planning, poor execution, poor service.
As of today another week has passed and I have still had no response to my ticket other than a form letter. I am so angry I will never ever preorder a product from them again. That saddens me because up until now I really loved everything about DND beyond. I see people posting that they finally received a response and I am envious. I also see a lot of people saying they were sent a $5 coupon for the inconvenience. At this point I do not think a $5 coupon covers it. They screwed up royally. I am scared to create another ticket because I saw on here that it puts you at the back of the line. I have added details to my original ticket multiple times. Does that put you at the back of the line also?
As of today another week has passed and I have still had no response to my ticket other than a form letter. I am so angry I will never ever preorder a product from them again. That saddens me because up until now I really loved everything about DND beyond. I see people posting that they finally received a response and I am envious. I also see a lot of people saying they were sent a $5 coupon for the inconvenience. At this point I do not think a $5 coupon covers it. They screwed up royally. I am scared to create another ticket because I saw on here that it puts you at the back of the line. I have added details to my original ticket multiple times. Does that put you at the back of the line also?
Followups in your ticket probably wouldn’t delay it and if anything, it gives you time stamps for communication. But I wouldn’t expect an update over the weekend.
New tickets could be an issue as it floods support with duplicates and can actually cause delays for others more than it can for your own. If half of everyone in this thread created an additional tickets, that’s 50% more that the team would have to comb through to even find new ones being reported, and limits their time to follow up on existing ones.
But who knows, I don’t work for WoTC so I could be way off the mark.
As of today another week has passed and I have still had no response to my ticket other than a form letter. I am so angry I will never ever preorder a product from them again. That saddens me because up until now I really loved everything about DND beyond. I see people posting that they finally received a response and I am envious. I also see a lot of people saying they were sent a $5 coupon for the inconvenience. At this point I do not think a $5 coupon covers it. They screwed up royally. I am scared to create another ticket because I saw on here that it puts you at the back of the line. I have added details to my original ticket multiple times. Does that put you at the back of the line also?
I feel the same as you. I'll never preorder again. I only preordered because I wanted the digital preorder for the dragon art book but I haven't even got that yet. Lesson learned.
I think we can assume the worst. They have a support team of 3 and we will get a response at some point in our lifetimes.
Well, I have a strange change. My 2024 PHB was delivered Friday, 20 Sep. As of 8:26pm CST today, the secondary corrected order still says "Preparing to ship." I updated my support ticket as soon as I recieved my book ¯\_(ツ)_/¯
Rollback Post to RevisionRollBack
The only Sane people in the world are the iNsAnE and know it.
10 days, no agent response to my cancelled PHB in the Core Books bundle. Support ticket submitted on 9/13/24.
Two form responses that did not address my issue, which I have responded to as invited by the form emails when they did not resolve my issue. Both form emails stated that my "individual ticket has not been read by an agent."
No email about retrying failed payment, which was a CC, not PayPal, and is up-to-date on my DDB account. No email with a voucher for re-ordering at the bundle price with free shipping.
I'm in the same boat as you. I used a prepaid credit card, but our situations are very similar.
It would be nice if they could at least sort through the cancelled orders for customers that they did not send emails to in order to give us some communication as to what is going on.
I think it is well documented in this forum that, while there was resolution for some customers, there are still a significant amount of customers who have not gotten resolution.
I used a temporary digital card, only the digital was charged and delivered. No answer for a week now. I'm thinking about flagging the charge as fraudulent. If it's just the digital I don't want it honestly. If by tomorrow I don't get an answer to my ticket Ill just flag it as fraudulent charge with my bank. :'c
The very first email I received about the cancellation encouraged me to place my order again, which made no sense whatsoever for bundle buyers when it was only 1 item and not all 6 that were cancelled. Paying $49.99+shipping+tax instead of $40.41 from the bundle was an absolute nonstarter.
Days ago, when people on this forum reported that they had received discount codes to pay the price for the PHB they paid in the bundle, I figured that's what would make sense in my situation. Alas, I still tumble in the tides with no lifeline in sight and no assurance that someone on the coast is even watching.
My book, for which I was billed twice, did arrive today.
Direct responses to the issue in my customer support ticket, which I started 20+ days ago, have not arrived. But Wizards has successfully doubled it's revenue from me for half the expenses, so I guess it's a net win for them.
My book, for which I was billed twice, did arrive today.
Direct responses to the issue in my customer support ticket, which I started 20+ days ago, have not arrived. But Wizards has successfully doubled it's revenue from me for half the expenses, so I guess it's a net win for them.
Just dispute the charge with your bank, maybe they can reject the additional payment.
My worry is that if I do dispute the charge Wizards will terminate my account, which has a lot of content I paid for on it. Plus PayPal sees the total for what they charged me, not the individual breakdown.
I'm going to give Wizards some more time here, but once the week is out, I'm going to escalate the issue to people in management.
My worry is that if I do dispute the charge Wizards will terminate my account, which has a lot of content I paid for on it. Plus PayPal sees the total for what they charged me, not the individual breakdown.
I'm going to give Wizards some more time here, but once the week is out, I'm going to escalate the issue to people in management.
They can't terminate your account. That's an easy case against them in court.
It has been 11 days for me and all I have gotten is two form emails from my ticket with no real responses. I am not sure what to do, I have been overcharged and on top of that, I don't have the PHB. This is some of the worst customer support I have ever seen.
On the 14th day of D&D 5.5 E, Wizards gave to me....Nothing. Still just nothing. My ticket has been open for 10 days of this now, and still nothing, im honestly more anoyed with this than the contraversy at the begining of the year.
Yeah... two tickets open, one of them specifically "Opt Out of 2024 PHB Preorder" requesting to cancel the preorder of all physical books and refund the digital purchases as I don't plan on using them. That ticket is 11 days old, and I've only received automated responses thus far -- the last one 7 days ago.
I bought the alt cover PHB elsewhere, which is probably what I should have done from the start. 🤷🏻♂️
Rollback Post to RevisionRollBack
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This is my update to my previous post on this forum: They changed it and only charged me only for the digital price of the bundle (well not really since it said that the digital was just $10 and they charged me over $20). I don't care about a digital book. I just wanted the physical one. My parents do D&D with actual books and paper. They don't like using anything digital because it ruins the magic for them. I tend to do paper D&D as well with all electronics away. Now, I can't. I just want the book I ordered for the price I ordered it at. As expected, there has been no response to the request I sent in.
This has been a very painful and unpleasant experience thus far. It makes no sense how I have to go through forums like this to actually find out bits of information for what might potentially be going on. This makes me question if this is their way of trying to get people to spend even more money on their products. I am heavily disappointed in this company and their lack of interest in hiring more people for customer support.
Once again, the only reason I ordered the bundle was because they convinced me with the upcharge of $10. It said that when you buy both, the digital is only $10. I thought, "Hey. It'd be nice if I got the digital so I can look over the rules in my room without turning on the lights at night. I'll still have the physical anyways." Apparently not.
I apologize for my rant. This is the most frustration towards a situation that I have felt in a long time.
Yeah, the advertisement says that adding the digital content is $10, but when they bill you for the physical and digital the digital somehow goes up in price to $23. I would be good reordering the physical from somewhere else if they only charged me the $10 for the digital copies. Almost like they knew that they would mess up delivering the physical books and end up with a bunch of people with the digital copies so they upped the price.
Agree with you that this is not a good customer service model. Poor planning, poor execution, poor service.
As of today another week has passed and I have still had no response to my ticket other than a form letter. I am so angry I will never ever preorder a product from them again. That saddens me because up until now I really loved everything about DND beyond. I see people posting that they finally received a response and I am envious. I also see a lot of people saying they were sent a $5 coupon for the inconvenience. At this point I do not think a $5 coupon covers it. They screwed up royally. I am scared to create another ticket because I saw on here that it puts you at the back of the line. I have added details to my original ticket multiple times. Does that put you at the back of the line also?
Followups in your ticket probably wouldn’t delay it and if anything, it gives you time stamps for communication. But I wouldn’t expect an update over the weekend.
New tickets could be an issue as it floods support with duplicates and can actually cause delays for others more than it can for your own. If half of everyone in this thread created an additional tickets, that’s 50% more that the team would have to comb through to even find new ones being reported, and limits their time to follow up on existing ones.
But who knows, I don’t work for WoTC so I could be way off the mark.
I feel the same as you. I'll never preorder again. I only preordered because I wanted the digital preorder for the dragon art book but I haven't even got that yet. Lesson learned.
I think we can assume the worst. They have a support team of 3 and we will get a response at some point in our lifetimes.
Well, I have a strange change.
My 2024 PHB was delivered Friday, 20 Sep.
As of 8:26pm CST today, the secondary corrected order still says "Preparing to ship."
I updated my support ticket as soon as I recieved my book
¯\_(ツ)_/¯
The only Sane people in the world are the iNsAnE and know it.
10 days, no agent response to my cancelled PHB in the Core Books bundle. Support ticket submitted on 9/13/24.
Two form responses that did not address my issue, which I have responded to as invited by the form emails when they did not resolve my issue. Both form emails stated that my "individual ticket has not been read by an agent."
No email about retrying failed payment, which was a CC, not PayPal, and is up-to-date on my DDB account. No email with a voucher for re-ordering at the bundle price with free shipping.
Michael J Winegar on DMsGuild
I'm in the same boat as you. I used a prepaid credit card, but our situations are very similar.
It would be nice if they could at least sort through the cancelled orders for customers that they did not send emails to in order to give us some communication as to what is going on.
I think it is well documented in this forum that, while there was resolution for some customers, there are still a significant amount of customers who have not gotten resolution.
I used a temporary digital card, only the digital was charged and delivered. No answer for a week now. I'm thinking about flagging the charge as fraudulent. If it's just the digital I don't want it honestly. If by tomorrow I don't get an answer to my ticket Ill just flag it as fraudulent charge with my bank. :'c
The very first email I received about the cancellation encouraged me to place my order again, which made no sense whatsoever for bundle buyers when it was only 1 item and not all 6 that were cancelled. Paying $49.99+shipping+tax instead of $40.41 from the bundle was an absolute nonstarter.
Days ago, when people on this forum reported that they had received discount codes to pay the price for the PHB they paid in the bundle, I figured that's what would make sense in my situation. Alas, I still tumble in the tides with no lifeline in sight and no assurance that someone on the coast is even watching.
Michael J Winegar on DMsGuild
ticket #4075686
filed 13 days ago.
No response.
My book, for which I was billed twice, did arrive today.
Direct responses to the issue in my customer support ticket, which I started 20+ days ago, have not arrived. But Wizards has successfully doubled it's revenue from me for half the expenses, so I guess it's a net win for them.
Just dispute the charge with your bank, maybe they can reject the additional payment.
My worry is that if I do dispute the charge Wizards will terminate my account, which has a lot of content I paid for on it. Plus PayPal sees the total for what they charged me, not the individual breakdown.
I'm going to give Wizards some more time here, but once the week is out, I'm going to escalate the issue to people in management.
They can't terminate your account. That's an easy case against them in court.
It has been 11 days for me and all I have gotten is two form emails from my ticket with no real responses. I am not sure what to do, I have been overcharged and on top of that, I don't have the PHB. This is some of the worst customer support I have ever seen.
I appreciate the legal advice, but I don't have the time or patience to take them to court. Do feel free to if you're inclined.
On the 14th day of D&D 5.5 E, Wizards gave to me....Nothing. Still just nothing. My ticket has been open for 10 days of this now, and still nothing, im honestly more anoyed with this than the contraversy at the begining of the year.
I just did. We'll see how it goes.
Yeah... two tickets open, one of them specifically "Opt Out of 2024 PHB Preorder" requesting to cancel the preorder of all physical books and refund the digital purchases as I don't plan on using them. That ticket is 11 days old, and I've only received automated responses thus far -- the last one 7 days ago.
I bought the alt cover PHB elsewhere, which is probably what I should have done from the start. 🤷🏻♂️