Yay, I heard back form Sam! He may literally be the only person answering tickets!
Boo, he claimed that *I* placed a new order for the PHB. He claimed I ordered it at full price. He's also wrong about another bunch of things that has me wondering if he's looking at my case or someone else's.
So I've asked to be put in touch with anyone senior. We'll see what happens next.
Yay, I heard back form Sam! He may literally be the only person answering tickets!
Boo, he claimed that *I* placed a new order for the PHB. He claimed I ordered it at full price. He's also wrong about another bunch of things that has me wondering if he's looking at my case or someone else's.
So I've asked to be put in touch with anyone senior. We'll see what happens next.
What was your ticket number so I can try to estimate how much longer that I have to wait. I am beginning to think the DM Guide will be out before I get the PHB. Also will they have the preorder issue fixed or will we have to go through the same for all the books?
I wish I had an answer for you on the preorder. Here's the text of what they sent me. I've bolded the parts that are verifiably incorrect based on my records with PayPal AND with the D&D Beyond Marketplace link for my transactions (Which separately contradict my PayPal account records)
Thank you for contacting Wizards of the Coast Customer Support, and for your patience while we worked to get to your request. I'm very sorry for the delay in getting to your request, and for the order confusion in the first place.
In regards to your first pre-order, for more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ. Essentially, the first charges you received for your original order were either an original Authorization charge (that collected no money), or was for the digital portion of your order. The physical book charges occur later, closer to the release of the physical product.
While you were successfully charged for the digital 2024 Core Rulebooks when you first placed that order on June 18th, there was an error that occurred for the September 10th charge of the physical 2024 Player's Handbook, causing that one part of the order to fail. We did not collect money for that charge. Our team is working on system updates to prevent this from happening with the rest of your pre-order, and that error should not occur again for the physical Dungeon Master's Guide and Monster Manual when they are charged later, closer to their release.
However, it also looks like you placed an immediate re-order for the 3 physical books but because they weren't bundles, you paid the non-bundle price for the physical 2024 PHB. Then you cancelled the rest of that second order.
To address your concerns over what you've paid so far, we can see that we collected funds for only the three digital 2024 Core Rulebooks in the original order ($71.94) and the second order for the physical 2024 Player's Handbook ($53.30). We will not be collecting any more funds until the two other physical books from the first pre-order charge when we're closer to release date. I do not see any duplicate charges.
Now, in regards to the physical 2024 Player's Handbook that you purchased for $53.30, that was already delivered to you, we are unable to retroactively provide partial refunds for such orders to cover the difference from the bundle price. That said, I am currently investigating an alternative solution for you, to recoup the value of the bundle price difference of the PHB (which is $12.49).
I do not consider this ticket resolved, and will be following up again when I have more information for you.
Again, I apologize for any confusion that the order process may have caused.
Sam Wizards of the Coast | Customer Service Lead Specialist Email support is available 24 hours a day, 7 days a week here.
Thanks for contacting Wizards of the Coast Customer Support. We're sorry to hear about this trouble with your 2024 Player's Handbook part of your 2024 Core Rulebook preorder.
After investigating, I noticed that it looks like an attempt to re-purchase per our Marketing team's email instructions was attempted, but that order attempt also fell through. We're so sorry for the inconvenience.
I am touching base with the appropriate teams and researching this further to see how we can help make this right for you and ensure you get your 2024 Player's Handbook in physical!
I will reply directly here on this ticket once I know more and have actionable steps I can use to help out in this case.
Thank you so much for your patience and understanding on this, it is appreciated!
I’ll be glad to help you further if you have any other questions or concerns in the meantime, as well.
Emily Wizards of the Coast | Customer Service Representative Email support is available 24 hours a day, 7 days a week here.
They claim I attempted to repurchase. But it didn't happen. I never got the instructions, never got voucher, never attempted to repurchase. I responded but never heard back anything at all since then.
If you are tired of the radio silence and broken promises I highly recommend reaching out to the better business bureau. I filed my complaint today. I'm encouraging others to do the same because it has been almost a month since pre orders shipped.
If you are tired of the radio silence and broken promises I highly recommend reaching out to the better business bureau. I filed my complaint today. I'm encouraging others to do the same because it has been almost a month since pre orders shipped.
The BBB, as a privately held corporation, has no governmental authority over businesses.
I've run a customer support team at a mid sized company. I have experience with the BBB. Ignoring a BBB complaint has no legal ramifications. It does have business implications, and many businesses don't enjoy them. It's possible that a company can still get overwhelmed, but in general no one wants an "F" rating at the BBB. It ends up costing you more than you save by ignoring it.
They're the first line of escalation. A state attorney general's office is the second line. They can inflict legal consequences. They're also slower to act.
I just submitted a ticket to Hasbro. We'll see if they're any more responsive.
I'm not blaming the support staff at D&D Beyond or Wizards of the Coast. I'm blaming the management for not having enough personnel and the IT staff for the cluster**** of an ordering system they've misconfigured.
I have a thread going where we're trying to crowdsource response times based on when people submitted and when they hear back. Feel free to contribute, the more we get the more we can try to pin down when any of us will hear back about anything
I've posted this comment and link on to a couple of other forum threads of people having disastrous delivery issues with the PHB2024, I hope you don't mind.
Finally got the right email back from support and have ordered my physical copy. Now I wait and see.
Rollback Post to RevisionRollBack
Old-timer who played 2nd edition up until the release of 5th edition, hating the beta tests he'd seen of 5th. Now back because his daughter is getting into RPG's and he wants to be part of it. That's the key: God first, family second, self last. That's the way for a Longhaul Christian life.
Glad to hear your incident is moving in a good direction, LonghaulPreacher! Here’s hoping the rest aren’t far behind.
Just crossed into day 25 on my incident. It is a cold, lonely space, that of the ticket. It longs for attention, hoping against hope to see the light but finds only my own eyes and words which brings it little comfort in its solitude. Its hope has long since faded where all it can do is wait, wait for some semblance of acknowledgement, of promise to aide. But perhaps that is just a fool’s dream…
I purchased the digital physical bundle pre order as well. When PHB physical was supposed to ship I received the email saying it was cancelled. Submitted a ticket with no response. Just received an email a few days ago saying a refund was applied to card account for the balance of the future physical books as well. So basically I overpaid for the 3 digital because I have a legendary account and would have been better to just pay for those via that discount. But I like to have physical core books for players so wanted to take advantage of the bulk discount in place of just the legendary discount. WTF is going on? Been weeks with no customer support responses.
I'm gonna wait to see what happens with the DM's guide. If they screw this up from the pre-order, I'll cancel everything and buy from my local game guy. Roll 20 is starting to look better every day.
I can't purchase any digital copies off the site anymore. I'm in Canada.
I purchased the PHB digital on August 28, 2024 and received it. I tried to purchase Vecna: Nest of the Eldritch Eye a few days ago and that is when I found out I can no longer purchase anything.
I also know that Gifting still works as I had my brother in USA purchase Vecna: NotEE and gift it to me today. He had no problem purchasing. I was able to redeem using the code.
I hope they fix purchasing soon. Seems to be something with the payment address - the dropdown for the Provinces does not seem to be getting saved properly when you select it as it is not showing up in the payment info section just before hitting the Place Order button - at least that is my issue. The system is probably sending off wrong info to a third party credit card validator that is returning invalid so the site then gives the error: "The payment you submitted is not valid. Please re-enter payment information."
How this is more than a 1 day problem to correct is beyond my comprehension.
Yay, I heard back form Sam! He may literally be the only person answering tickets!
Boo, he claimed that *I* placed a new order for the PHB. He claimed I ordered it at full price. He's also wrong about another bunch of things that has me wondering if he's looking at my case or someone else's.
So I've asked to be put in touch with anyone senior. We'll see what happens next.
What was your ticket number so I can try to estimate how much longer that I have to wait. I am beginning to think the DM Guide will be out before I get the PHB. Also will they have the preorder issue fixed or will we have to go through the same for all the books?
Incident 4075288
I wish I had an answer for you on the preorder. Here's the text of what they sent me. I've bolded the parts that are verifiably incorrect based on my records with PayPal AND with the D&D Beyond Marketplace link for my transactions (Which separately contradict my PayPal account records)
Thank you for contacting Wizards of the Coast Customer Support, and for your patience while we worked to get to your request. I'm very sorry for the delay in getting to your request, and for the order confusion in the first place.
In regards to your first pre-order, for more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ. Essentially, the first charges you received for your original order were either an original Authorization charge (that collected no money), or was for the digital portion of your order. The physical book charges occur later, closer to the release of the physical product.
While you were successfully charged for the digital 2024 Core Rulebooks when you first placed that order on June 18th, there was an error that occurred for the September 10th charge of the physical 2024 Player's Handbook, causing that one part of the order to fail. We did not collect money for that charge. Our team is working on system updates to prevent this from happening with the rest of your pre-order, and that error should not occur again for the physical Dungeon Master's Guide and Monster Manual when they are charged later, closer to their release.
However, it also looks like you placed an immediate re-order for the 3 physical books but because they weren't bundles, you paid the non-bundle price for the physical 2024 PHB. Then you cancelled the rest of that second order.
To address your concerns over what you've paid so far, we can see that we collected funds for only the three digital 2024 Core Rulebooks in the original order ($71.94) and the second order for the physical 2024 Player's Handbook ($53.30). We will not be collecting any more funds until the two other physical books from the first pre-order charge when we're closer to release date. I do not see any duplicate charges.
Now, in regards to the physical 2024 Player's Handbook that you purchased for $53.30, that was already delivered to you, we are unable to retroactively provide partial refunds for such orders to cover the difference from the bundle price. That said, I am currently investigating an alternative solution for you, to recoup the value of the bundle price difference of the PHB (which is $12.49).
I do not consider this ticket resolved, and will be following up again when I have more information for you.
Again, I apologize for any confusion that the order process may have caused.
Sam
Wizards of the Coast | Customer Service Lead Specialist
Email support is available 24 hours a day, 7 days a week here.
I urge anyone that is experiencing issues to contact the Better Bussiness Bearu and file a complaint.
This is what I got 5 days ago.
They claim I attempted to repurchase. But it didn't happen. I never got the instructions, never got voucher, never attempted to repurchase. I responded but never heard back anything at all since then.
If you are tired of the radio silence and broken promises I highly recommend reaching out to the better business bureau. I filed my complaint today. I'm encouraging others to do the same because it has been almost a month since pre orders shipped.
The BBB, as a privately held corporation, has no governmental authority over businesses.
I did the same.
Yes, that's true.
I've run a customer support team at a mid sized company. I have experience with the BBB. Ignoring a BBB complaint has no legal ramifications. It does have business implications, and many businesses don't enjoy them. It's possible that a company can still get overwhelmed, but in general no one wants an "F" rating at the BBB. It ends up costing you more than you save by ignoring it.
They're the first line of escalation. A state attorney general's office is the second line. They can inflict legal consequences. They're also slower to act.
I just submitted a ticket to Hasbro. We'll see if they're any more responsive.
I'm not blaming the support staff at D&D Beyond or Wizards of the Coast. I'm blaming the management for not having enough personnel and the IT staff for the cluster**** of an ordering system they've misconfigured.
I submitted a report to Hasbro, complaining that my WotC ticket is not getting a response.
They suggested that I should submit a ticket to WotC...
yeah
Is there anyway we can get some sort of status as to what is going on. @LaTiaJacquise ?
I have a thread going where we're trying to crowdsource response times based on when people submitted and when they hear back. Feel free to contribute, the more we get the more we can try to pin down when any of us will hear back about anything
https://www.dndbeyond.com/forums/d-d-beyond-general/bugs-support/207917-lack-of-customer-support-support-and-estimated
I've posted this comment and link on to a couple of other forum threads of people having disastrous delivery issues with the PHB2024, I hope you don't mind.
Finally got the right email back from support and have ordered my physical copy. Now I wait and see.
Old-timer who played 2nd edition up until the release of 5th edition, hating the beta tests he'd seen of 5th. Now back because his daughter is getting into RPG's and he wants to be part of it. That's the key: God first, family second, self last. That's the way for a Longhaul Christian life.
Glad to hear your incident is moving in a good direction, LonghaulPreacher! Here’s hoping the rest aren’t far behind.
Just crossed into day 25 on my incident. It is a cold, lonely space, that of the ticket. It longs for attention, hoping against hope to see the light but finds only my own eyes and words which brings it little comfort in its solitude. Its hope has long since faded where all it can do is wait, wait for some semblance of acknowledgement, of promise to aide. But perhaps that is just a fool’s dream…
I purchased the digital physical bundle pre order as well. When PHB physical was supposed to ship I received the email saying it was cancelled. Submitted a ticket with no response. Just received an email a few days ago saying a refund was applied to card account for the balance of the future physical books as well. So basically I overpaid for the 3 digital because I have a legendary account and would have been better to just pay for those via that discount. But I like to have physical core books for players so wanted to take advantage of the bulk discount in place of just the legendary discount. WTF is going on? Been weeks with no customer support responses.
I'm gonna wait to see what happens with the DM's guide. If they screw this up from the pre-order, I'll cancel everything and buy from my local game guy. Roll 20 is starting to look better every day.
Die with hilarity, or die not at all.
Still can't even purchase the digital copy only with a Canadian address.
I can't purchase any digital copies off the site anymore. I'm in Canada.
I purchased the PHB digital on August 28, 2024 and received it. I tried to purchase Vecna: Nest of the Eldritch Eye a few days ago and that is when I found out I can no longer purchase anything.
I also know that Gifting still works as I had my brother in USA purchase Vecna: NotEE and gift it to me today. He had no problem purchasing. I was able to redeem using the code.
I hope they fix purchasing soon. Seems to be something with the payment address - the dropdown for the Provinces does not seem to be getting saved properly when you select it as it is not showing up in the payment info section just before hitting the Place Order button - at least that is my issue. The system is probably sending off wrong info to a third party credit card validator that is returning invalid so the site then gives the error: "The payment you submitted is not valid. Please re-enter payment information."
How this is more than a 1 day problem to correct is beyond my comprehension.