I did finally get a reply from wotc today (first one), but I am not sure if its because of the ticket I submitted or due to me contacting my credit card company to cancel the payment. Either way I have gotten my money back. To those of you still waiting, it might be best if you try the same? I found the credit card company far more responsive and committed to resolving the issue.
Ticket: #4094242 When Opened: September 17th Reason Opened: Missing Dragons of D&D Art Book Last Heard back: First response was in September - automated response telling me they received the request, with some hyperlinks to maybe solve the issue. October 30th - first response from a person, which resolved the issue by giving me a link to the book and a key for the golden dice set.
I did finally get a reply from wotc today (first one), but I am not sure if its because of the ticket I submitted or due to me contacting my credit card company to cancel the payment. Either way I have gotten my money back. To those of you still waiting, it might be best if you try the same? I found the credit card company far more responsive and committed to resolving the issue.
I would love to do that, I opened a case with PayPal to get my money back and they threatened me with having my account banned due to "financial fraud"
Rollback Post to RevisionRollBack
I play D&D to escape the reality of the waiting time between D&D sessions
After nearly two months I finally received a ticket response today. The response was from someone named Jhon. The response directed me to order the PHB again and they gave me three codes which all seemed to work for the order.
code 1: PHB Bundle discount
code 2: PHB free shipping code
code 3: a $5 inconvenience discount
I added the physical PHB to my cart and applied all three codes and the order looks like it went through. Now I just wait for it to ship.
Finally figured it out on my own. For some reason my address did not have my province selected. The reason this escaped my attention was because first of all, who the hell cares what my address is if I'm purchasing a digital copy, there shouldn't even be a 'Shipping' page to go through. Second when you click on your address there is no indication that anything is missing, It's only when you choose 'Edit address' can you see where the problem is. Finally 3rd, there is no warning that pops up to let you know there is information missing, it just doesn't advance you to the payment section. Literally every single other website I purchase something from highlights the area where information that is required is missing.
Ticket: #4064041 When Opened: September 3rd Reason Opened: Damaged physical book Last Heard back: September 5th, automated response of "We're currently experiencing a larger-than-expected contact volume, which is resulting in longer turnaround times."
Yeah, just complete radio silence for a month and a half now. Tried following up on Septermber 30th, but did not get even an automated response that time.
Update: got a response from an actual customer support rep on November 9th, a bit more than two months after submitting my ticket. Issue has not been resolved yet because I needed to confirm the preferred course of action to take, but I am hopeful that I may get my issue resolved yet.
Update to the update: I was informed I'd receive a replacement for my damaged product, but that they are unusually busy with shipping so it might take longer than expected to get to me. Guess I'll update next whenever I actually receive my replacement.
Ticket: #4064041 When Opened: September 3rd Reason Opened: Damaged physical book Last Heard back: September 5th, automated response of "We're currently experiencing a larger-than-expected contact volume, which is resulting in longer turnaround times."
Yeah, just complete radio silence for a month and a half now. Tried following up on Septermber 30th, but did not get even an automated response that time.
Update: got a response from an actual customer support rep on November 9th, a bit more than two months after submitting my ticket. Issue has not been resolved yet because I needed to confirm the preferred course of action to take, but I am hopeful that I may get my issue resolved yet.
Update to the update: I was informed I'd receive a replacement for my damaged product, but that they are unusually busy with shipping so it might take longer than expected to get to me. Guess I'll update next whenever I actually receive my replacement.
Final Update: received my replacement product today, November 28th. More or less 3 months after opening my ticket. Had to pay some customs (9.53€, about 10 USD) which is a bit of a bummer, maybe WotC support could change their customs declarations in a way that avoids this extra cost for future customers. Overall, if I didn't have to wait 3 Months for a resolution I'd probably rate the whole experience as an 8/10, the support staff did a great job on their part – if only they were not so overworked. Taking the time it took into account I'd slash my rating in half for a 4/10, not a passing grade.
I am having a awful experience with my customer support tickets, so much do they "deleted the first ticket" and then simply marked the follow up one as "SOLVED" with no communication, solution or assistance in any form!
I thought my issue was a small one, new to DnD, bought an Essentials pack in 2023 and finally got some people to play. Noticed the Encounters and Maps with the app and signed up to play campaign, noticed you needed the digital version to get the max benefits of the campaign and attempted to redeem my codes in the kit that provide them as digital version.
No luck in able to redeem and asked for support, was simply told "those codes disabled as the new kit no longer has them" - right okay, this is not a new kit (as in the new 2024 series) and there's no "to be used by date" on the codes and the digital content is still being sold on the website, when was this put in place? - "I am unable to confirm when it was put in place" - I was simply asking to be provided what was included in the box i purchased new in store at GAME and they deleted the ticket with no response!!
I can understand delays, its clearly stated above on the help portal, but the clear disrespect and lack of service is the worst I have ever experienced. I even asked for a valid reason, maybe an official post confirming that the codes will be no longer valid from a certain point that i may have missed so i can valid date and accept, nope.
I'm getting to the point of quitting the game all together just so I don't provide the company any more of my money.
@Geordiejord that does sound like absolutely dreadful customer support and I probably wouldn't want to keep playing the game either if that was my first customer experience. As somebody who has been playing for a while, I'll say that my impression is that in terms of game design it is better than it has ever been, while in terms of customer experience it has gotten significantly worse over time. Make of that what you will, maybe it'll help you make a decision on how to proceed.
@Bastinenz I did post another ticket, and a new customer service agent did get involved and reviewed everything. They identified that the codes should still be redeemable and provided me with a code that worked and apologised for the previous agents involvement.
So I am happy to say the ticket has now been resolved but still not a ideal customer service experience. I just wish it was as simply as it should have been from the beginning.
I have a party of 9 that I am DM of with the starter campaign, so it is an extremely NEW experience for us all and I don't fully understand the rules, trying to keep everything as realistic as I can while the party members just want to meme every action... they wanted to make a bong out of a mimics tooth and sell it on the black market!? That's the one of the "Safe for work" requests as well! You DO NOT want to know what else I've been dealing with :')
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.
I am 100% going the full nuclear option here. I've got so much time and money wrapped up in my DnD Beyond account from the last 7 years. I've introduced countless new players, made them custom items, etc... Then DnDBeyond double charged me for the PGB and never got back to me, causing me to have to take up the matter with my CC company. Then they banned me and refuse to talk to me about it.
I've filed a complaint with the BBB and will be taking up matters with the California AG's office.
In an era of terrible customer service, this is 100% the absolute WORST I've ever experienced. There's no excuse.
The worst thing is, I just want to play their game with their tools and keep giving them money. This experience has driven me away from DnD.
Rollback Post to RevisionRollBack
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I did finally get a reply from wotc today (first one), but I am not sure if its because of the ticket I submitted or due to me contacting my credit card company to cancel the payment. Either way I have gotten my money back. To those of you still waiting, it might be best if you try the same? I found the credit card company far more responsive and committed to resolving the issue.
Ticket: #4094242
When Opened: September 17th
Reason Opened: Missing Dragons of D&D Art Book
Last Heard back: First response was in September - automated response telling me they received the request, with some hyperlinks to maybe solve the issue. October 30th - first response from a person, which resolved the issue by giving me a link to the book and a key for the golden dice set.
I would love to do that, I opened a case with PayPal to get my money back and they threatened me with having my account banned due to "financial fraud"
I play D&D to escape the reality of the waiting time between D&D sessions
After nearly two months I finally received a ticket response today. The response was from someone named Jhon. The response directed me to order the PHB again and they gave me three codes which all seemed to work for the order.
code 1: PHB Bundle discount
code 2: PHB free shipping code
code 3: a $5 inconvenience discount
I added the physical PHB to my cart and applied all three codes and the order looks like it went through. Now I just wait for it to ship.
Finally figured it out on my own. For some reason my address did not have my province selected. The reason this escaped my attention was because first of all, who the hell cares what my address is if I'm purchasing a digital copy, there shouldn't even be a 'Shipping' page to go through. Second when you click on your address there is no indication that anything is missing, It's only when you choose 'Edit address' can you see where the problem is. Finally 3rd, there is no warning that pops up to let you know there is information missing, it just doesn't advance you to the payment section. Literally every single other website I purchase something from highlights the area where information that is required is missing.
I ended up getting a full refund and buying local.
I swear that they have issues with their ordering system.
Update: got a response from an actual customer support rep on November 9th, a bit more than two months after submitting my ticket. Issue has not been resolved yet because I needed to confirm the preferred course of action to take, but I am hopeful that I may get my issue resolved yet.
Update to the update: I was informed I'd receive a replacement for my damaged product, but that they are unusually busy with shipping so it might take longer than expected to get to me. Guess I'll update next whenever I actually receive my replacement.
Final Update: received my replacement product today, November 28th. More or less 3 months after opening my ticket. Had to pay some customs (9.53€, about 10 USD) which is a bit of a bummer, maybe WotC support could change their customs declarations in a way that avoids this extra cost for future customers. Overall, if I didn't have to wait 3 Months for a resolution I'd probably rate the whole experience as an 8/10, the support staff did a great job on their part – if only they were not so overworked. Taking the time it took into account I'd slash my rating in half for a 4/10, not a passing grade.
I am having a awful experience with my customer support tickets, so much do they "deleted the first ticket" and then simply marked the follow up one as "SOLVED" with no communication, solution or assistance in any form!
I thought my issue was a small one, new to DnD, bought an Essentials pack in 2023 and finally got some people to play. Noticed the Encounters and Maps with the app and signed up to play campaign, noticed you needed the digital version to get the max benefits of the campaign and attempted to redeem my codes in the kit that provide them as digital version.
No luck in able to redeem and asked for support, was simply told "those codes disabled as the new kit no longer has them" - right okay, this is not a new kit (as in the new 2024 series) and there's no "to be used by date" on the codes and the digital content is still being sold on the website, when was this put in place? - "I am unable to confirm when it was put in place" - I was simply asking to be provided what was included in the box i purchased new in store at GAME and they deleted the ticket with no response!!
I can understand delays, its clearly stated above on the help portal, but the clear disrespect and lack of service is the worst I have ever experienced. I even asked for a valid reason, maybe an official post confirming that the codes will be no longer valid from a certain point that i may have missed so i can valid date and accept, nope.
I'm getting to the point of quitting the game all together just so I don't provide the company any more of my money.
@Geordiejord that does sound like absolutely dreadful customer support and I probably wouldn't want to keep playing the game either if that was my first customer experience. As somebody who has been playing for a while, I'll say that my impression is that in terms of game design it is better than it has ever been, while in terms of customer experience it has gotten significantly worse over time. Make of that what you will, maybe it'll help you make a decision on how to proceed.
@Bastinenz I did post another ticket, and a new customer service agent did get involved and reviewed everything. They identified that the codes should still be redeemable and provided me with a code that worked and apologised for the previous agents involvement.
So I am happy to say the ticket has now been resolved but still not a ideal customer service experience. I just wish it was as simply as it should have been from the beginning.
I have a party of 9 that I am DM of with the starter campaign, so it is an extremely NEW experience for us all and I don't fully understand the rules, trying to keep everything as realistic as I can while the party members just want to meme every action... they wanted to make a bong out of a mimics tooth and sell it on the black market!? That's the one of the "Safe for work" requests as well! You DO NOT want to know what else I've been dealing with :')
@_Tserof_ Same here. (Except it was William, instead of Jhon)
I am 100% going the full nuclear option here. I've got so much time and money wrapped up in my DnD Beyond account from the last 7 years. I've introduced countless new players, made them custom items, etc... Then DnDBeyond double charged me for the PGB and never got back to me, causing me to have to take up the matter with my CC company. Then they banned me and refuse to talk to me about it.
I've filed a complaint with the BBB and will be taking up matters with the California AG's office.
In an era of terrible customer service, this is 100% the absolute WORST I've ever experienced. There's no excuse.
The worst thing is, I just want to play their game with their tools and keep giving them money. This experience has driven me away from DnD.