Crosspost from the other Lack of Customer Support Thread started by @southstands.
Ticket: #4084974
When Opened: September 13th
Reason Opened: physical PHB cancelled out of Physical + Digital Core Book Bundle.
Last Heard back: September 17th, bulk message NOT read by an agent.
Other relevant details: used a CC, not PayPal. 2 bulk messages, replied each time. I sent other replies on Sept 20, 23, 30 and Oct 7 asking them to consider my ticket still open and to please reply with any update.
I do not blame WoTC customer service individuals and community leaders and I will always advocate that we should treat them with kindness and respect.
The glaring absence of official acknowledgement of such a widespread issue and lack of clarity is a disappointing failure of upper management that shows no respect for the people who love D&D and buy their products, and also a shocking lack of internal support for their employees who have to clean up the mess. I am also baffled by the lack of ongoing coverage by gaming sites.
I am still excited for the new core books and I fervently hope things are being put into place that will keep this from happening with the next two releases. Confidence is pretty low at this point.
Just tried to pre-order the core digital bundle, and no go; refuses to take my payment. At first it looked like it was due to the system removing my province from the 'state' section in the address even though my home address is updated and accurate. Upon putting in my province it lets me get to the payment page, but then it refuses my credit card, saying the information is incorrect. Then I tried with Paypal, and then at the very end it doesn't let me push through the order even after Paypal authentification. I'm in Canada too. Such a mess.
I too am gobsmacked by how WOTC leadership is pissing off it's most loyal and highest spending customers.This mess is making sure I never pre-order a hardcover ever again. Was it worth it the cost of whatever money they save by acting as if this massive boondoggle is not worth so much as saying "sorry" about?
I do hope some gaming news sites pick this up. Comic Book News? Kotaku? Who writes about TTRPGs these days?
I used the Hasbro head office address and it allowed me to move forward. I didn't finish processing my order though as Rhode Island has a higher tax rate, so I didn't want them to charge me more. However, I am assuming you can make an address in Alaska or something that has no sales tax and it would work the same.
huh, i just checked my order status afte ri got my PHB shipped, and it looks like my DMG and MM are both cancelled. Anyone else find they lost their pre-order?
I think they are trying to get ahead of the issue. I noticed I have gotten my DM DICE. But I also cannot see my order at all now in my Order History.
But I have a strong feeling that whatever happened with the recharge for the PHB to correct the issue; caused my credit card company to flag my card and close it, they told me they are going to send me a new card.
Arghhh, I hope it all works out, because the PHB is nice to have around.
Another unexpected surprise, with the pre-order i was charge duty after it was delivered. Honestly at this point it would have been cheaper and less hassle to simply by it at a store. For other canadians - the digital version I had to "claim" the key from wizards and the manually enter it D&D beyond - this was something that was not in any of the communication.
PHB has arrived. HUGE thanks to Mel who was the only one of the many I'd been emailing with to actually figure out what I was talking about and send me the right information.
Side note: My wife (an attorney) and I were just talking this morning about court clerks who are not trained to do their jobs. There is one county in particular in Colorado that is synonymous with this. Wizards, DO NOT be that kind of company. Train your support staff!!!
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.
Is the site going to be fixed prior to the DMG being available for digital purchase? I'm in Canada and still can't purchase anything digital content from the site anymore. Wasn't a problem for close to 6 years and now...... WTF!!!!!!
I do not know if we should be doing anything. The Order has disappeared from “My Orders” on the “Order List”.
Not sure what I should, am I forced to wait for another email saying my order shipped or payment did not process. So aggravating, especially since I have to get a new credit card from this debacle.
Well, it is now at the point where I feel confident in saying that I don’t think they are approaching the incidents in order, or it’s possible that who ever was assigned to mine is long gone leaving my incident in the dust. I know users who’s incidents that were within 100-200 from mine have been contacted two weeks ago and I have yet to get a single response. I hope the rest of you all are hearing back and stoked to hear some are getting resolution. the amount of frustration and disappointment I have had with this whole ordeal over a simple book that is tied to what used to be my favorite hobby is beyond belief.
I've put in a request to PayPal. DNDBeyond seems to be dead in the water when it comes to responses. It's been a month since my initial incident was created and I've only received one canned answer and nothing else, despite replies on the original incident and new ones. This is getting a bit scammy. They don't care. I want out.
Anyone in Canada able to purchase a Digital Copy of any content?
Nope. It's not working for Canadians.
Crosspost from the other Lack of Customer Support Thread started by @southstands.
Ticket: #4084974
When Opened: September 13th
Reason Opened: physical PHB cancelled out of Physical + Digital Core Book Bundle.
Last Heard back: September 17th, bulk message NOT read by an agent.
Other relevant details: used a CC, not PayPal. 2 bulk messages, replied each time. I sent other replies on Sept 20, 23, 30 and Oct 7 asking them to consider my ticket still open and to please reply with any update.
I do not blame WoTC customer service individuals and community leaders and I will always advocate that we should treat them with kindness and respect.
The glaring absence of official acknowledgement of such a widespread issue and lack of clarity is a disappointing failure of upper management that shows no respect for the people who love D&D and buy their products, and also a shocking lack of internal support for their employees who have to clean up the mess. I am also baffled by the lack of ongoing coverage by gaming sites.
I am still excited for the new core books and I fervently hope things are being put into place that will keep this from happening with the next two releases. Confidence is pretty low at this point.
Michael J Winegar on DMsGuild
Just tried to pre-order the core digital bundle, and no go; refuses to take my payment. At first it looked like it was due to the system removing my province from the 'state' section in the address even though my home address is updated and accurate. Upon putting in my province it lets me get to the payment page, but then it refuses my credit card, saying the information is incorrect. Then I tried with Paypal, and then at the very end it doesn't let me push through the order even after Paypal authentification. I'm in Canada too. Such a mess.
I too am gobsmacked by how WOTC leadership is pissing off it's most loyal and highest spending customers.This mess is making sure I never pre-order a hardcover ever again. Was it worth it the cost of whatever money they save by acting as if this massive boondoggle is not worth so much as saying "sorry" about?
I do hope some gaming news sites pick this up. Comic Book News? Kotaku? Who writes about TTRPGs these days?
I used the Hasbro head office address and it allowed me to move forward. I didn't finish processing my order though as Rhode Island has a higher tax rate, so I didn't want them to charge me more. However, I am assuming you can make an address in Alaska or something that has no sales tax and it would work the same.
huh, i just checked my order status afte ri got my PHB shipped, and it looks like my DMG and MM are both cancelled. Anyone else find they lost their pre-order?
Just curious, did you pay with paypal?
I sure did!
I assume I must have missed some email where they tell me the rest of my order is cancelled, and to re-order?
I think they are trying to get ahead of the issue. I noticed I have gotten my DM DICE. But I also cannot see my order at all now in my Order History.
But I have a strong feeling that whatever happened with the recharge for the PHB to correct the issue; caused my credit card company to flag my card and close it, they told me they are going to send me a new card.
Arghhh, I hope it all works out, because the PHB is nice to have around.
They just marked all of my open tickets on this mater SOLVED. But didn't say anything to me. HOW VERY FRUSTRATING
D&D since 1984
DDB00156184
Incident 4084019
Please refund all content and orders.
Another unexpected surprise, with the pre-order i was charge duty after it was delivered. Honestly at this point it would have been cheaper and less hassle to simply by it at a store. For other canadians - the digital version I had to "claim" the key from wizards and the manually enter it D&D beyond - this was something that was not in any of the communication.
PHB has arrived. HUGE thanks to Mel who was the only one of the many I'd been emailing with to actually figure out what I was talking about and send me the right information.
Side note: My wife (an attorney) and I were just talking this morning about court clerks who are not trained to do their jobs. There is one county in particular in Colorado that is synonymous with this. Wizards, DO NOT be that kind of company. Train your support staff!!!
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.
What key?
Is the site going to be fixed prior to the DMG being available for digital purchase? I'm in Canada and still can't purchase anything digital content from the site anymore. Wasn't a problem for close to 6 years and now...... WTF!!!!!!
I do not know if we should be doing anything. The Order has disappeared from “My Orders” on the “Order List”.
Not sure what I should, am I forced to wait for another email saying my order shipped or payment did not process. So aggravating, especially since I have to get a new credit card from this debacle.
Well, it is now at the point where I feel confident in saying that I don’t think they are approaching the incidents in order, or it’s possible that who ever was assigned to mine is long gone leaving my incident in the dust. I know users who’s incidents that were within 100-200 from mine have been contacted two weeks ago and I have yet to get a single response. I hope the rest of you all are hearing back and stoked to hear some are getting resolution. the amount of frustration and disappointment I have had with this whole ordeal over a simple book that is tied to what used to be my favorite hobby is beyond belief.
I've put in a request to PayPal. DNDBeyond seems to be dead in the water when it comes to responses. It's been a month since my initial incident was created and I've only received one canned answer and nothing else, despite replies on the original incident and new ones. This is getting a bit scammy. They don't care. I want out.
I eventually received the physical copy of my PHB, but now the order for the physical digital bundle is missing from my accounts order history.
This is completely unacceptable.
I don't even have a receipt for the digital purchases of the DMG and the MM, which I have already paid for.(Other than with my credit card company)
I can't believe I'm going to have to spend more time dealing with this stupidity.