I opened a support ticket this Monday morning in regards to not yet having received a track and trace for the 2024 Player's Handbook, nor any communication in regards to delays. I've seen from other posts that I'm not the only one who is having this issue. To this point I have received zero communication or reply to the support ticket.
It is regarding ticket# 4091025
See confirmation email that the ticket was created:
Now when I go to my activities on the dnd-support site, suddenly my ticket is gone. Not closed, not resolved, not awaiting reply but gone. Luckily I bookmarked it, but when I open the bookmark it tells me that the page doesn't exist (?).
Can I ask why the ticket (4091025) about my order was removed instead of handled?
Because, I'm sorry, but this is no way of dealing with people's questions. Especially if a product they paid for in June, hasn't arrived without any sign of a track and trace or any idea where the product is or why it hasn't arrived yet.
I opened a support ticket this Monday morning in regards to not yet having received a track and trace for the 2024 Player's Handbook, nor any communication in regards to delays. I've seen from other posts that I'm not the only one who is having this issue. To this point I have received zero communication or reply to the support ticket.
It is regarding ticket# 4091025
See confirmation email that the ticket was created: [deleted image]
Now when I go to my activities on the dnd-support site, suddenly my ticket is gone. Not closed, not resolved, not awaiting reply but gone. Luckily I bookmarked it, but when I open the bookmark it tells me that the page doesn't exist (?).
Can I ask why the ticket (4091025) about my order was removed instead of handled?
Because, I'm sorry, but this is no way of dealing with people's questions. Especially if a product they paid for in June, hasn't arrived without any sign of a track and trace or any idea where the product is or why it hasn't arrived yet. [Another image deleted]
It is not deleted, it was moved. Same thing happened to my support ticket (I just checked). I thought also that they deleted it. The ticket was in https://dnd-support.wizards.com/, but it has disappeared. However, there is also another place for support tickets (https://dndbeyond-support.wizards.com/), and my support ticket is now there. So, it seems that they consider shipping support as DnDBeyond problem and not as Dungeons&Dragons problem.
Also, it takes support about 3+ weeks to get to a ticket, so be patient and DON’T keep submitting.
There would not be so many support tickets if they communicated better. They have some issues with the Europe webstore and can’t ship the books on time. It would be easier to be patient if they told us about the problems and gave an estimated shipping time. If they do not tell us about the problems, many customers will create a support ticket just to ask about their order status.
It’s very confusing because they have separate support ticket pages and systems for every game/product.
My original ticket was in D&D Beyond Support, I was also redirected to various FAQs in D&D Support and also to WOTC Support. I then couldn’t find my D&D Beyond ticket in D&D Support (website page is almost identical and it’s all using the same login, so I was just selecting “Profile, my Tickets” and finding nothing) so I ended up submitting a ticket on WOTC as well after assuming it had been deleted.
It’s an incredibly confusing system (to those like me who haven’t had this explained) they’re using considering they’re all under the WOTC umbrella and the majority of options are to do with accounts, billings, or product access which, I’d imagine, are fairly standard across all support pages.
Rollback Post to RevisionRollBack
To post a comment, please login or register a new account.
I opened a support ticket this Monday morning in regards to not yet having received a track and trace for the 2024 Player's Handbook, nor any communication in regards to delays. I've seen from other posts that I'm not the only one who is having this issue. To this point I have received zero communication or reply to the support ticket.
It is regarding ticket# 4091025
See confirmation email that the ticket was created:
Now when I go to my activities on the dnd-support site, suddenly my ticket is gone. Not closed, not resolved, not awaiting reply but gone. Luckily I bookmarked it, but when I open the bookmark it tells me that the page doesn't exist (?).
Can I ask why the ticket (4091025) about my order was removed instead of handled?
Because, I'm sorry, but this is no way of dealing with people's questions. Especially if a product they paid for in June, hasn't arrived without any sign of a track and trace or any idea where the product is or why it hasn't arrived yet.
It is not deleted, it was moved. Same thing happened to my support ticket (I just checked). I thought also that they deleted it. The ticket was in https://dnd-support.wizards.com/, but it has disappeared. However, there is also another place for support tickets (https://dndbeyond-support.wizards.com/), and my support ticket is now there. So, it seems that they consider shipping support as DnDBeyond problem and not as Dungeons&Dragons problem.
Oh, they have indeed moved it there without a word still...
This communication is amazing.
Thank you for clearing that up 😊
@Wizards, work on your communication, damn -_-
Also, it takes support about 3+ weeks to get to a ticket, so be patient and DON’T keep submitting.
Creating Epic Boons on DDB
DDB Buyers' Guide
Hardcovers, DDB & You
Content Troubleshooting
There would not be so many support tickets if they communicated better. They have some issues with the Europe webstore and can’t ship the books on time. It would be easier to be patient if they told us about the problems and gave an estimated shipping time. If they do not tell us about the problems, many customers will create a support ticket just to ask about their order status.
It’s very confusing because they have separate support ticket pages and systems for every game/product.
My original ticket was in D&D Beyond Support, I was also redirected to various FAQs in D&D Support and also to WOTC Support. I then couldn’t find my D&D Beyond ticket in D&D Support (website page is almost identical and it’s all using the same login, so I was just selecting “Profile, my Tickets” and finding nothing) so I ended up submitting a ticket on WOTC as well after assuming it had been deleted.
It’s an incredibly confusing system (to those like me who haven’t had this explained) they’re using considering they’re all under the WOTC umbrella and the majority of options are to do with accounts, billings, or product access which, I’d imagine, are fairly standard across all support pages.