I’m now on day 15 since raising. No email or message from support. I have requested updates via email 4 times now and twice in the ticket.
Over two weeks since the ticket was filed
Over one week since the book actually came out
Nothing.
I have had better experience with technical support from my ISP. That is a very low bar that I didn’t think was possible for any other company to slip below, but here we are
EDIT: aaaaaand I just got charged for my monthly dndbeyond subscription too. That felt like a burn and though I know it wasn’t related, I am debating canceling that now. If anyone wants to find a way to make a customer base feel undervalued, look no further.
I originally purchased the 2024 Digital & Physical Core Rulebook Bundle using PayPal Credit on July 1, 2024 (Order Number: DDBR0180909). I immediately submitted a ticket to D&D Beyond Support (Support ID: #4076200) on Tuesday, September 10, 2024 at 1:36 PM after receiving my Player's Handbook cancellation email at 1:07 PM.
I have since added additional comments to my original ticket, but I have yet received no response from support. They tried to charge PayPal again and failed on Saturday, September 14, 2024 at 5:47 PM. I have also updated my payment method in my D&D Marketplace account just in case it helps.
I am adding myself to this thread just for additional visibility as I do not wish to lose either my bundle discount or digital bonuses.
I have only received a single generic email response from support with several links to syncing entitlements and a changeling but with no coupon code to reorder the physical book with the preorder discount. I have sent multiple messages through my ticket, but I have received no response. I work in IT, so I can confirm that no communications received have been flagged as spam. I have changed my default payment method and messaged the ticket several times in the last nine days with no response from any support staff members.
I'm honestly not sure what more I can do at this point other than wait.
I would be another of the September 10th tickets that has only received the generic "We are current experiencing an unprecedented amount of volume causing delays in our responses" email on September 17th. I have added several more entries to my ticket since then, but I have received no response from the D&D Beyond support staff.
I finally heard back from Sam with D&D Beyond Support, and he got my issues resolved. My physical 2024 Player's Handbook has been reordered with the appropriate discount and shipping with a different form of payment than PayPal.
I think Sam must be their only employee on the support team. I wonder if Sam is the person who has answered all the tickets that have been answered. Hoping Sam sees my ticket soon. At this rate I just hope to get a response by the end of the year.
Glad to hear it’s wrapping up for you Paul! Looking at your case number and mine, they appear to be about 120 apart (mine is #4076326) so assuming they still are working them in order of first come first serve, hopefully that means someone will be able to provide an update soon. I just can’t imagine why it would take 16 days.
I’m curious to know if anyone who paid with a CC or ApplePay already received a resolution because it appears PayPal were the ones that got resolved quicker.
I’m curious to know if anyone who paid with a CC or ApplePay already received a resolution because it appears PayPal were the ones that got resolved quicker.
That would be an interesting data point. I used a CC. I did feel like a lot of the early reports were heavily weighted toward PayPal users. I wonder if they were able to batch retried payments or something that is different for individual CCs or smaller pay services. It's all speculation for us on the outside.
I sent Wizards a fair warning about my intended escalation if my matter is not resolved by tomorrow - I informed them last week, and there's been no response. This sucks for the poor CS people because no one likes getting a letter from an Attorney General's office. Then legal gets involved, and it gets very expensive.
Having checked the BBB's web site it looks like Wizards basically abandoned responding to complaints there because they're already at an "F" rating. I suppose I will file there as well but I don't expect that to result in anything.
Hasbro, on the other hand does respond. I can file with both the parent company and Wizards.
I finally got resolution on my cancelled Players Handbook. I had ordered a Player's Handbook Bundle along with a Dungeon Master's Bundle. They gave me codes to get my Player's Handbook to get free shipping, the bundle discount as well as a $5 coupon. They offered to cancel my Dungeon Master's Bundle so I could reorder to get the free shipping on the DM guide physical book with the order of another book. I asked them to cancel my DM guide bundle.
I reordered my PHB with the codes and so far it looks like it is going through.
My orders were on a prepaid credit card, so hopefully others with the same problem will see resolution soon. They have yet to cancel my DM's Guide bundle - who knows how long that will take. I figure that I will reorder the DM Guide bundle with the Monster Manual bundle to get the free shipping.
Hopefully this cluster doesn't happen again. The lack of customer service is ridiculous. It should not take two weeks to resolve an issue.
I've never had an actual customer service agent reach out to me other than a short comment from LaTia here, who seems to have decided to abandon this thread, or been ordered to.
I'm amazed that no one senior at the company seems to understand that large numbers of customers feeling ignored and disrespected is actually a loss of future revenue. It's like they've all quit or been fired and no one is doing anything more than the minimum to keep the lights on.
Glad to hear it’s wrapping up for you Paul! Looking at your case number and mine, they appear to be about 120 apart (mine is #4076326) so assuming they still are working them in order of first come first serve, hopefully that means someone will be able to provide an update soon. I just can’t imagine why it would take 16 days.
oh FFS…
My ticket is 4086832. More than 10,000 to go?
God bless ya, Sam. Hope to hear from you before you retire.
Dang that is a short time for such an increase in volume. If it’s any consolation for everyone else, it’s possible mine slipped through the cracks and they are in higher numbers. As someone else already commented, we won’t really know what’s going on, nor would we be able to do anything about it so it’s just speculation once again
I’m debating raising a second incident just in case, contrary to my previous post saying not to. I’ve now accepted the possibility of a multiple month incident before acknowledgment.
Since Sept 13, nothing but automated replies referencing other emails, none of which I got. Despite multiple replies from me, still nothing applicable. Incident 4084018
Rollback Post to RevisionRollBack
To post a comment, please login or register a new account.
Yeah I'm two weeks in today. Not a word from anyone.
I’m now on day 15 since raising. No email or message from support. I have requested updates via email 4 times now and twice in the ticket.
Over two weeks since the ticket was filed
Over one week since the book actually came out
Nothing.
I have had better experience with technical support from my ISP. That is a very low bar that I didn’t think was possible for any other company to slip below, but here we are
EDIT: aaaaaand I just got charged for my monthly dndbeyond subscription too. That felt like a burn and though I know it wasn’t related, I am debating canceling that now. If anyone wants to find a way to make a customer base feel undervalued, look no further.
I finally heard back from Sam with D&D Beyond Support, and he got my issues resolved. My physical 2024 Player's Handbook has been reordered with the appropriate discount and shipping with a different form of payment than PayPal.
I think Sam must be their only employee on the support team. I wonder if Sam is the person who has answered all the tickets that have been answered. Hoping Sam sees my ticket soon. At this rate I just hope to get a response by the end of the year.
Thanks for the update, Paul!
Michael J Winegar on DMsGuild
Glad to hear it’s wrapping up for you Paul! Looking at your case number and mine, they appear to be about 120 apart (mine is #4076326) so assuming they still are working them in order of first come first serve, hopefully that means someone will be able to provide an update soon. I just can’t imagine why it would take 16 days.
I’m curious to know if anyone who paid with a CC or ApplePay already received a resolution because it appears PayPal were the ones that got resolved quicker.
They marked my cases as solved without any solution or explanation. This incompetency and lack of communication is ridiculous!!!
That would be an interesting data point. I used a CC. I did feel like a lot of the early reports were heavily weighted toward PayPal users. I wonder if they were able to batch retried payments or something that is different for individual CCs or smaller pay services. It's all speculation for us on the outside.
Michael J Winegar on DMsGuild
I sent Wizards a fair warning about my intended escalation if my matter is not resolved by tomorrow - I informed them last week, and there's been no response. This sucks for the poor CS people because no one likes getting a letter from an Attorney General's office. Then legal gets involved, and it gets very expensive.
Having checked the BBB's web site it looks like Wizards basically abandoned responding to complaints there because they're already at an "F" rating. I suppose I will file there as well but I don't expect that to result in anything.
Hasbro, on the other hand does respond. I can file with both the parent company and Wizards.
I reordered mine on Sep 23 with the free shipping code and the other discount code they gave me. Just received it today.
I finally got resolution on my cancelled Players Handbook. I had ordered a Player's Handbook Bundle along with a Dungeon Master's Bundle. They gave me codes to get my Player's Handbook to get free shipping, the bundle discount as well as a $5 coupon. They offered to cancel my Dungeon Master's Bundle so I could reorder to get the free shipping on the DM guide physical book with the order of another book. I asked them to cancel my DM guide bundle.
I reordered my PHB with the codes and so far it looks like it is going through.
My orders were on a prepaid credit card, so hopefully others with the same problem will see resolution soon. They have yet to cancel my DM's Guide bundle - who knows how long that will take. I figure that I will reorder the DM Guide bundle with the Monster Manual bundle to get the free shipping.
Hopefully this cluster doesn't happen again. The lack of customer service is ridiculous. It should not take two weeks to resolve an issue.
I've never had an actual customer service agent reach out to me other than a short comment from LaTia here, who seems to have decided to abandon this thread, or been ordered to.
I'm amazed that no one senior at the company seems to understand that large numbers of customers feeling ignored and disrespected is actually a loss of future revenue. It's like they've all quit or been fired and no one is doing anything more than the minimum to keep the lights on.
oh FFS…
My ticket is 4086832. More than 10,000 to go?
God bless ya, Sam. Hope to hear from you before you retire.
My case number is #4089808, that’s 13k away, poor Sam, he has so many to go
Dang that is a short time for such an increase in volume. If it’s any consolation for everyone else, it’s possible mine slipped through the cracks and they are in higher numbers. As someone else already commented, we won’t really know what’s going on, nor would we be able to do anything about it so it’s just speculation once again
I’m debating raising a second incident just in case, contrary to my previous post saying not to. I’ve now accepted the possibility of a multiple month incident before acknowledgment.
17 days and counting. Still no non-automated answers or replies to my ticket.
I am also still waiting
D&D since 1984
If someone gets resalution on theres. Post your case number so we know how many we have left to go
Great idea. If we have completed case numbers at least we have some idea how long we might have to wait. I am on 3 weeks now.
Since Sept 13, nothing but automated replies referencing other emails, none of which I got. Despite multiple replies from me, still nothing applicable. Incident 4084018