I'm sure by now if you've spent any time in these forums you'll realize that Wizards Customer Support has seemed to have fallen off of a cliff with the new book release - combine that with glitchy systems that are cancelling people's preorders, manual requests needed to rectify bugs in orders or unfulfilled items, and marketplace discounts for old a-la-carte items needing manual assistance, there's a lot of folks here with no recourse other than "please sit and wait". Some of us just have relatively unimportant preorder stuff to rectify, but others of you are sitting a month after release with no product in hand, but money out of your account.
A month waiting just to hear a response is unacceptable in any form, with any business.
It should be noted that the support staff themselves, nor the mods here are at fault. Tickets, when finally reached, are generally handled well, and mods here have done their best with what little ability they have. The issue is a completely overwhelmed, understaffed customer service department having to deal with all of this required manual intervention.
This thread has two purposes:
Support Ticket Timing:
First, let's try to help each other figure out how long we'll each need to wait by comparing wait times across the different help threads here. If tickets are truly handled in order, we as a group should be able to figure out estimated wait times based on when they've finally been answered. So, to help everyone trying to figure it out themselves, please post:
Ticket: #4066645 When Opened: September 4th Reason Opened: Lack of Preorder Bonus Email / codes Last Heard back: October 4th, Issue Resolved Other relevant details (like number of times heard back from, any final solution given): They were able to fix my issue. I pray that you all receive your resolutions soon.
Once you've heard, update your post so we have a rough estimate of how long it's taking and we can piece together timeframes for everyone else.
Other Options to Get Assistance:
We don't have much, but some options have popped up in the threads.
BBB Complaints:
Wizards' BBB site is sitting right now at an F, with unanswered complaints piling up since spring (I'd guess employee layoffs or similar has left them to abandon responding to BBB complaints). That said, it's at least one avenue to vent frustration (constructively please) and warn others. The page to file a complaint is here.
In addition, Hasbro Inc has a BBB page that does seem to get responses and traction. You can file a complaint here, and that does seem to get answers. Most are toy related (obviously) but my complaint was sent to corporate proper and hopefully I actually get a response there. Perhaps with enough complaints on the parent corp, some kind of change will happen.
Realistically, the BBB can't force a company to do anything; they have no authority to do so. It's not a legal complaint. But some companies do seem to care about their rating. While Wizards' clearly doesn't anymore, Hasbro is at an A+ and very likely does care. It's the best option we have available to us.
Cancel Your Subscriptions:
Might help in the long term but your sub cancelling is going to get buried under PHB preorder and sales data and almost assuredly won't lead to your issue getting resolved. That said, money talks, and it's the only solid action you can take.
Try to get gaming press / influencers to take notice
Wizards is in the middle of a PR push to sell core rulebooks; so a concerted reporting effort on lack of customer support and unfulfilled orders by the gaming press / youtube would force at least a response to combat bad PR when they need it most. Don't start a harassment campaign, that's childish, immature, and has the opposite effect - try to convince actual journalists or influencers to investigate an actual legitimate problem. Of course, many of these folks are being given advance copies and/or want to stay on the good graces of WOTC, but it's probably the most realistic option to get real change done on the corporate / support side.
Ticket: #4091259 When Opened: September 16th Reason Opened: Canceled PHB due to their preorder system malfunction Last Heard back: Just mass generated mails which were of no help Other relevant details: Ordered using Apple Credit Card. Membership and Digital books worked fine but Physical PHB canceled. The card has plenty of buying power.
If you're in the USA, and, after filing a complaint with the BBB, you get no response in a reasonable time (the BBB page says 14 days) you might also want to your state's Attorney General's office, which usually has a consumer complaints division. Only take this advice if you're being overcharged or ignored for far too long on a billing issue.
It will probably end up having to be dealt with by Hasbro/Wiards legal department, which is probably more costly than just giving you what you're disputing. Only use this as a last resort. Please try the BBB first, and be as patient as possible. If we overwhelm Wizards with complaints it will cause a logjam and slow the whole process down.
If you're in the USA, and, after filing a complaint with the BBB, you get no response in a reasonable time (the BBB page says 14 days) you might also want to your state's Attorney General's office, which usually has a consumer complaints division. Only take this advice if you're being overcharged or ignored for far too long on a billing issue.
It will probably end up having to be dealt with by Hasbro/Wiards legal department, which is probably more costly than just giving you what you're disputing. Only use this as a last resort. Please try the BBB first, and be as patient as possible. If we overwhelm Wizards with complaints it will cause a logjam and slow the whole process down.
Agreed. This is not a step I'm planning on going down just for a preorder bonus considering I haven't been overcharged or out money. Those of you though who aren't getting the books you paid for, though....
Like eluviamaure said, be smart about it. spamming won't help, no matter how angry folks are. But it's good to know the options available to you.
Ticket: # 4067795 When Opened: September 5th Reason Opened: Lack of Preorder Bonus Last Heard back: I received several automated emails with copy paste replies that were not helpful. Other relevant details (like number of times heard back from, any final solution given): Out of spite and because I feel like I can't do anything I did cancel by subscription and make a report to the BBB.
Ticket: 4119783 When opened: 10/01/2024 Reason opened: My DNDBeyond order history has been erased, including my PHB Digital + Physical bundle purchase. Which means I don't have the physical PHB and no evidence that I'll get it. Last heard back: automated "you're in the queue" notice on 10/01
Good Lord, are ticket numbers issued sequentially/incrementally (i.e. the next ticket number is just an increase of 1)? 4066645 on 09/04 4067795 on 09/05 4091259 on 09/16 4119783 on 10/01
Because 4119783-4066645 = 53,168. If there really are 53 thousand tickets created in just under a month ... I'm never getting out of the queue.
I've had one prior ticket (3603378), which was 26 October 2023 and took only a few days to resolve. Hmm... 4066645-3603378= 463,267 or 42,000 numbers per month. So maybe it's always been this bad...
On July 10, I had one that was #3968166, if you want to extrapolate further.
Keep in mind we don't know exactly what all they use their ticketing system for. It's probably across all Wizards properties and may also extend to internal change, monitoring and help management. Hopefully with this thread we can still track where the ball is as it bounces from ticket to ticket
Ticket: #4089808 When Opened: September 15th Reason Opened: Canceled PHB due to their preorder system malfunction... This might be due to a diffrent conflist tho. Last Heard back: Automated message on the 17th Other relevant details (like number of times heard back from, any final solution given):
Love the fact I never get email from these guys anymore, ever since they changed the market place I only get promotional email, not recipts or anything like that. its depressing.
I purchased the 2024 Player's Handbook as part of the digital/physical preorder bundle and it came with ripped pages. I have photos of the damage. Pages 169-172. The order # is ---------------
Other Relevant Details: I had created a previous ticket, which is 8 days older than the current one, before I understood the queue bumping. The previous ticket received an auto-reply specifying that it was not read by a human, along with a bunch of FAQ stuff. The newer ticket has received no reply, despite follow up messages.
Ticket# 4095105 Created: 18th September @ 11:37am Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024. Last activity: n/a Other Relevant Details: Ticket was closed/removed? I have the email proof I raised it, but it is completely gone.
Ticket# 4096732 Created: 19th September @ 10:30am Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024. Last activity: none, not even an automated reply - although I added further detail to the ticket September 22, 2024 12:41 Other Relevant Details: I bought the bundle via the UK web store, and was charged ÂŁ179.97 at time of purchase. I've redeemed the digi pre-order codes totally fine, got my pre-order bonuses, dragon art book emailed, etc all ok. Just no players handbook in the mail. A friend who ordered two days later had hers delivered on release day fine.
Ticket: #4066022 When Opened: September 4th Reason Opened: Lack of Preorder Bonus Email / codes Last Heard back: 17th September 29 October Other relevant details (like number of times heard back from, any final solution given): Initially heard back on the 11th from a customer service agent with some generic information asking me for my order information. Although I had already provided all of that information in the initial ticket, I sent it in my response. On the 17th I received the same bulk email that I'm sure everyone else received, asking me to reply if I still had a problem. Again, I added the same information (now for the third time). I have not heard anything since.
*Update* I received a response today and had this issue resolved.
Ticket: #4096825 When Opened: September 19, 2024 12:37 Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024. Last Heard back: Haven't heard back yet Other relevant details (like number of times heard back from, any final solution given): I bought the bundle of all 2024 books and the PHB has not been shipped yet. Contacted support@wizardsscalefaststore.zendesk.com directly who mentioned I selected the option to receive all books together, which was not visible when I ordered and I was not mentioned to me in a previous ticket when I asked why the shipping date was February 2025 (#4046479). I have now asked to cancel the order as now other options were given, I am hoping to get a reply back on Monday.
Completely terrible customer service response and ticketing system. Site is going in the wrong direction and getting worse instead of getting better. Too bad been a Master Tier subscriber for 5yr 10months....
Ticket: #4072781 When Opened: September 8th Reason Opened: Can't get past 'Shipping' page to purchase 'digital' copy Last Heard back: September 17th received a mass generated support email which didn't help
Apparently this is a Canada only problem. Literally can't purchase any digital products from DnD Beyond right now. I don't even know if I want it now after finding this thread.
Ticket: #4115356 When Opened: September 29th Reason Opened: Preordered physical PHB has not arrived, and no shipping notification Last Heard back: Automated message when ticket was submitted saying they got the ticket. Other relevant details: Was to be shipped to Canada
I have heard more canadians having this issue in particular
Ticket: #4076149 When opened: September 10th 2024 Reason opened: Disappearance of complete order for PHB, MM and DM Guide 2024 (payment existant on credit card), pre-order bonus received, order itself gan Last heard back: September 26th 2024 with another bulk mail that doesn't match the request Other details: preorder of the 3 new books digital & physical, pre-order only through US Marketplace so all 3 had to be put into the order seperately to get the bonus, shipment to Germany
Nothing since the last bulk mail. There is no response other than that.
Rollback Post to RevisionRollBack
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I'm sure by now if you've spent any time in these forums you'll realize that Wizards Customer Support has seemed to have fallen off of a cliff with the new book release - combine that with glitchy systems that are cancelling people's preorders, manual requests needed to rectify bugs in orders or unfulfilled items, and marketplace discounts for old a-la-carte items needing manual assistance, there's a lot of folks here with no recourse other than "please sit and wait". Some of us just have relatively unimportant preorder stuff to rectify, but others of you are sitting a month after release with no product in hand, but money out of your account.
A month waiting just to hear a response is unacceptable in any form, with any business.
It should be noted that the support staff themselves, nor the mods here are at fault. Tickets, when finally reached, are generally handled well, and mods here have done their best with what little ability they have. The issue is a completely overwhelmed, understaffed customer service department having to deal with all of this required manual intervention.
This thread has two purposes:
Support Ticket Timing:
First, let's try to help each other figure out how long we'll each need to wait by comparing wait times across the different help threads here. If tickets are truly handled in order, we as a group should be able to figure out estimated wait times based on when they've finally been answered. So, to help everyone trying to figure it out themselves, please post:
Once you've heard, update your post so we have a rough estimate of how long it's taking and we can piece together timeframes for everyone else.
Other Options to Get Assistance:
We don't have much, but some options have popped up in the threads.
BBB Complaints:
Wizards' BBB site is sitting right now at an F, with unanswered complaints piling up since spring (I'd guess employee layoffs or similar has left them to abandon responding to BBB complaints). That said, it's at least one avenue to vent frustration (constructively please) and warn others. The page to file a complaint is here.
In addition, Hasbro Inc has a BBB page that does seem to get responses and traction. You can file a complaint here, and that does seem to get answers. Most are toy related (obviously) but my complaint was sent to corporate proper and hopefully I actually get a response there. Perhaps with enough complaints on the parent corp, some kind of change will happen.
Realistically, the BBB can't force a company to do anything; they have no authority to do so. It's not a legal complaint. But some companies do seem to care about their rating. While Wizards' clearly doesn't anymore, Hasbro is at an A+ and very likely does care. It's the best option we have available to us.
Cancel Your Subscriptions:
Might help in the long term but your sub cancelling is going to get buried under PHB preorder and sales data and almost assuredly won't lead to your issue getting resolved. That said, money talks, and it's the only solid action you can take.
Try to get gaming press / influencers to take notice
Wizards is in the middle of a PR push to sell core rulebooks; so a concerted reporting effort on lack of customer support and unfulfilled orders by the gaming press / youtube would force at least a response to combat bad PR when they need it most. Don't start a harassment campaign, that's childish, immature, and has the opposite effect - try to convince actual journalists or influencers to investigate an actual legitimate problem. Of course, many of these folks are being given advance copies and/or want to stay on the good graces of WOTC, but it's probably the most realistic option to get real change done on the corporate / support side.
Ticket: #4091259
When Opened: September 16th
Reason Opened: Canceled PHB due to their preorder system malfunction
Last Heard back: Just mass generated mails which were of no help
Other relevant details: Ordered using Apple Credit Card. Membership and Digital books worked fine but Physical PHB canceled. The card has plenty of buying power.
If you're in the USA, and, after filing a complaint with the BBB, you get no response in a reasonable time (the BBB page says 14 days) you might also want to your state's Attorney General's office, which usually has a consumer complaints division. Only take this advice if you're being overcharged or ignored for far too long on a billing issue.
It will probably end up having to be dealt with by Hasbro/Wiards legal department, which is probably more costly than just giving you what you're disputing. Only use this as a last resort. Please try the BBB first, and be as patient as possible. If we overwhelm Wizards with complaints it will cause a logjam and slow the whole process down.
Agreed. This is not a step I'm planning on going down just for a preorder bonus considering I haven't been overcharged or out money. Those of you though who aren't getting the books you paid for, though....
Like eluviamaure said, be smart about it. spamming won't help, no matter how angry folks are. But it's good to know the options available to you.
Ticket: # 4067795
When Opened: September 5th
Reason Opened: Lack of Preorder Bonus
Last Heard back: I received several automated emails with copy paste replies that were not helpful.
Other relevant details (like number of times heard back from, any final solution given): Out of spite and because I feel like I can't do anything I did cancel by subscription and make a report to the BBB.
An update. They just resolved mine. It was a month and I updated my post for future folks to help estimate their own.
Godspeed in your journeys for the products you ordered.
Ticket: 4119783
When opened: 10/01/2024
Reason opened: My DNDBeyond order history has been erased, including my PHB Digital + Physical bundle purchase. Which means I don't have the physical PHB and no evidence that I'll get it.
Last heard back: automated "you're in the queue" notice on 10/01
Good Lord, are ticket numbers issued sequentially/incrementally (i.e. the next ticket number is just an increase of 1)?
4066645 on 09/04
4067795 on 09/05
4091259 on 09/16
4119783 on 10/01
Because 4119783-4066645 = 53,168. If there really are 53 thousand tickets created in just under a month ... I'm never getting out of the queue.
I've had one prior ticket (3603378), which was 26 October 2023 and took only a few days to resolve. Hmm... 4066645-3603378= 463,267 or 42,000 numbers per month. So maybe it's always been this bad...
On July 10, I had one that was #3968166, if you want to extrapolate further.
Keep in mind we don't know exactly what all they use their ticketing system for. It's probably across all Wizards properties and may also extend to internal change, monitoring and help management. Hopefully with this thread we can still track where the ball is as it bounces from ticket to ticket
Ticket: #4089808
When Opened: September 15th
Reason Opened: Canceled PHB due to their preorder system malfunction... This might be due to a diffrent conflist tho.
Last Heard back: Automated message on the 17th
Other relevant details (like number of times heard back from, any final solution given):
Love the fact I never get email from these guys anymore, ever since they changed the market place I only get promotional email, not recipts or anything like that. its depressing.
All we can do is prey to the Ravens and the Fey that they do something about this and not jsut brush us under a rug
Sure, I'll add to the data points.
Ticket# 4095105
Created: 18th September @ 11:37am
Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024.
Last activity: n/a
Other Relevant Details: Ticket was closed/removed? I have the email proof I raised it, but it is completely gone.
Ticket# 4096732
Created: 19th September @ 10:30am
Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024.
Last activity: none, not even an automated reply - although I added further detail to the ticket September 22, 2024 12:41
Other Relevant Details: I bought the bundle via the UK web store, and was charged ÂŁ179.97 at time of purchase. I've redeemed the digi pre-order codes totally fine, got my pre-order bonuses, dragon art book emailed, etc all ok. Just no players handbook in the mail. A friend who ordered two days later had hers delivered on release day fine.
Ticket: #4066022
When Opened: September 4th
Reason Opened: Lack of Preorder Bonus Email / codes
Last Heard back:
17th September29 OctoberOther relevant details (like number of times heard back from, any final solution given): Initially heard back on the 11th from a customer service agent with some generic information asking me for my order information. Although I had already provided all of that information in the initial ticket, I sent it in my response. On the 17th I received the same bulk email that I'm sure everyone else received, asking me to reply if I still had a problem. Again, I added the same information (now for the third time). I have not heard anything since.
*Update* I received a response today and had this issue resolved.
Ticket: #4096825
When Opened: September 19, 2024 12:37
Reason Opened: Ordered triple book+digi bundle. Haven't received PHB2024.
Last Heard back: Haven't heard back yet
Other relevant details (like number of times heard back from, any final solution given): I bought the bundle of all 2024 books and the PHB has not been shipped yet. Contacted support@wizardsscalefaststore.zendesk.com directly who mentioned I selected the option to receive all books together, which was not visible when I ordered and I was not mentioned to me in a previous ticket when I asked why the shipping date was February 2025 (#4046479). I have now asked to cancel the order as now other options were given, I am hoping to get a reply back on Monday.
Completely terrible customer service response and ticketing system. Site is going in the wrong direction and getting worse instead of getting better. Too bad been a Master Tier subscriber for 5yr 10months....
Ticket: #4072781
When Opened: September 8th
Reason Opened: Can't get past 'Shipping' page to purchase 'digital' copy
Last Heard back: September 17th received a mass generated support email which didn't help
Apparently this is a Canada only problem. Literally can't purchase any digital products from DnD Beyond right now. I don't even know if I want it now after finding this thread.
Ticket: #4115356
When Opened: September 29th
Reason Opened: Preordered physical PHB has not arrived, and no shipping notification
Last Heard back: Automated message when ticket was submitted saying they got the ticket.
Other relevant details: Was to be shipped to Canada
I have heard more canadians having this issue in particular
Ticket: #4076149
When opened: September 10th 2024
Reason opened: Disappearance of complete order for PHB, MM and DM Guide 2024 (payment existant on credit card), pre-order bonus received, order itself gan
Last heard back: September 26th 2024 with another bulk mail that doesn't match the request
Other details: preorder of the 3 new books digital & physical, pre-order only through US Marketplace so all 3 had to be put into the order seperately to get the bonus, shipment to Germany
Nothing since the last bulk mail. There is no response other than that.