Hi. About 5 days ago i sent a support request. Yet i only got an original conformation and later an e-mail saying that they do not consider this resolved. My request was not conplicated and i dont want to wait another 5 bussiness days for them to do something. I even tried following up via e-mail. No response. [REDACTED]
Any tips on how to resolve this?
Notes: Please do not disclose support ticket numbers
Support responds to tickets in the order they are received and while they aim for a 2-3 day response time, during busier periods (such as around the launch of new core rulebooks) they can be busier and responses delayed.
Also support does not work weekends, which can extend response time based on when you enter a ticket.
Please be patient and support will get back to you as soon as they can.
I agree with Davyd...Support may be swamped right now. The few issues I've had have been resolved very quickly and professionally once my turn in queue came up.
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Old School original D&D/AD&D veteran.Started playing (@1977-78) before the original bound volumes or modules. Player/DM in the process of redeveloping my world atlas from memories. Avid Fantasy/Sci-fi fan. among those who used the original AD&D rules to re-enact The Hobbit (and yes most of the dwarves still died).
Star Wars fan with an old fan-fic blog for those interested: Tales from Soma III
The website claims 24/7 support with no mention of weekends off. Based on my recent experience, I believe they may be taking all days off. Ordered digital + physical bundle for new Staircase book. Received the digital version as expected. FEDEX Ground misdelivered book (delivery confirmation text shows picture of someone else's front porch). FEDEX 800# told me that FEDEX Ground is a separate company, and to call the 800# back and use the secret menu "7" to reach FEDEX Ground. Called back as advised, was connected with FEDEX India. They script read lamented my misdelivered package, and told me: 1) FEDEX Ground sometimes subs out to the USPS, and I could contact the U.S. Postmaster General with my concerns, and 2) Only the Shipper is the customer, and only they can call about mis-deliveries or to make a claim. Drove around my neighborhood for an hour inspecting front porches for my book, while trying not to hit parked cars. Went to FEDEX store, where manager told me that as the intended receiver, there was nothing they could do for me. Opened a support ticket via DDB, included FEDEX picture of mis-delivery. Received automated response that said that it looked like I may have used an inappropriate word, and that they (the robot) expected to be treated with respect, but that regardless, a human rep would contact me and resolve the issue stat. Days pass, no further contact. Open second ticket on same topic but choose replacement request (Staircase book is not in drop list of products, so I choose Vecna book and explain in detail that actually inquiring about Staircase book). Automated reply email, apparently not triggering suspicious word lecture this time. Days pass, no further contact. I call Hasbro customer service number and explain the situation. Rep takes all my information and ticket number, promises to "escalate" and try to reach out and see if anyone is alive at either Wizards and/or DDB. Gives me new ticket number from Hasbro. No follow up email or phone call at this point. Contacted the Vanguard Group in person, as their HQ is close to where I live. They encouraged me to invest in one of their portfolio groups, including the one with at least a 10% ownership stake in Hasbro, with WoC expected to do well 2024. They said even as a high net worth individual, I could make even more money by investing in Hasbro/WoC, as the 50th Anniversary sales forecast is looking solid, and with the elimination of customer service, costs are way down. Really just wanted the book, sigh.
Hi inriased a ticket on the 28th of August does anyone know current wait times on tickets? I do understand that they might be busier then normal but any idea on a time frame would be welcome. Kind regards ben
I know this is an old thread but its along the lines of my issue now,. The subscription system is terrible. I logged in about 5 days till my annual subscription would be up in order to change this to a monthly subscription until I decide if I like what they were doing with the new players and such. This whole system is a nightmare, you cannot navigate this in anyway, it basically brings you to the subscription page where you sign up no matter what you do. Despite already being logged in, in an attempt to navigate to fins anywhere I can change my subscription from annual to monthly I had to hit the subscribe button. Thinking this would bring me to options instead it just recharged my on file card for another year, this is despite the fact that I still had 5 days left on my last annual subscription. There was no reversing this, once past that stage it finally allows you options to change to the monthly, but this page is only available seemly right after you subscribe, there seems no way to navigate to this from your account area or anything, just from this odd page after paying. I was pretty annoyed so I said well they certainly are not going to forced me to do this again next year so I changed it to monthly there. Now its saying I owe again next month, completely ignoring my just paid annual fee and the fact that I still had 5 days from the original year.
I of course put in a support ticket, This was over 2 weeks ago, still no response. I have replied to my own a few times asking them to respond, nothing. Put in another support ticket pointing to my original, no response. I am at the point I feel I may have to report this as fraudulent use of my card, as they simply wont even respond. This is the worst system and even worse customer support.
Honestly I was wondering if I even wanted to stay subscribed due to the crap in the new rules, and now they pull this crap.
yea got one one the 17th of september and they did sort the issue out for me i know it probably wasnt the perfect timing but to not hear anything for that long was a bit annoying i mean if you know your going to be late replying at least include it in the auto reply on the ticket system to let people know
yea i ended up setting up a case with paypal and didnt hear anything back from that so then sent my card company a charge back request i dont know if that may pf prompted a repsonse or not but might have to be the way forward sadly
i will jsut add that this has been my first and only issue with the site so i am not sure if it is just bad timing with the lanch of the new book and that , not trying to give them excuses.
Well I waited 3 weeks for them to send yet another response that is automaticed pointing me to common issues, none of which covers mine. I also may likely have to do a charge back, they are simply terrible
My Support ticket is now 14 days old. I'm not expecting it to be answered any time soon. So 8 days ago, I added a GDPR request, which has a legal requirement to be answered in 14 days. After 6 more days of being ignored, I'll raise a complaint to the Information Commissioner's Office. Which they probably won't care about much as one GDPR breach isn't a big deal, but they add up and then fines start happening.
Overall, I'll likely be faster not dealing with WOTC and raising the issue with paypal.
Its been almost a month with no reply's except auto-responses. I believe Scotluck_McGumFoot is correct. I will be contacting my bank tomorrow and will be reversing my subscription fee they incorrectly charged me, and refuse to respond to me about. I will also be refusing to continue any sort of account with these guys until they improve their service and efforts in general or its purchased by someone else.
I had a customer support ticket need about a year ago. A book I had purchased wasn't showing up after I synced entitlements. It was a weird issue. However, it did take customer support about a week to respond. This was when there was not a flood of ticket requests too. They will get to your ticket, I can assure you of that, but they simply are not staffed to handle the floods because that is not how customer support works.
I used to be an email customer service rep for PayPal and the office I worked at only had 10-15 reps working at any given time with about 60 desks for surges in tickets. PayPal staffed like that. Hasbro has literally 1/4 the number of employees as PayPal does and unlike PayPal, most Hasbro employees are not customer support services. Their entire customer support department probably sits on a single floor of one building.
What I am trying to say is that your ticket will eventually get addressed and likely resolved to your satisfaction too, but you are one ticket among thousands right now, for a staff that is used to getting far far less at a time.
While I feel bad for the support staff themselves, Hasbro/WotC are 100% to blame for short-staffing. If the wait times are this long, it's corporate's fault and nobody else's.
Support is an absolute joke. The whole experience has really soured the start of DnD 5.5. outside of cancelling my subscription there doesn't seem like there's much I can do.
In the future I don't think I'll be using DnDBeyond to purchase any physical media that's for sure.
23 days here. I gave up on it and put in a new support ticket for the same issue. A credit card dispute may be the only remaining option. I’d simply walk away but I’ve over-invested in this and I “own” all of the content they sell.
I'm trying to purchase some books that I have already purchased a la carte stuff from. The Marketplace no longer automatically applies this discount. The FAQ tells you to contact support before purchasing to get your discount. This alone has to be killing the support team. They really need to fix this issue so support isn't bogged down literally every time someone wants to buy something. I'm on day 9.
Hi. About 5 days ago i sent a support request. Yet i only got an original conformation and later an e-mail saying that they do not consider this resolved. My request was not conplicated and i dont want to wait another 5 bussiness days for them to do something. I even tried following up via e-mail. No response. [REDACTED]
Any tips on how to resolve this?
Support responds to tickets in the order they are received and while they aim for a 2-3 day response time, during busier periods (such as around the launch of new core rulebooks) they can be busier and responses delayed.
Also support does not work weekends, which can extend response time based on when you enter a ticket.
Please be patient and support will get back to you as soon as they can.
Find my D&D Beyond articles here
I agree with Davyd...Support may be swamped right now. The few issues I've had have been resolved very quickly and professionally once my turn in queue came up.
Old School original D&D/AD&D veteran.Started playing (@1977-78) before the original bound volumes or modules. Player/DM in the process of redeveloping my world atlas from memories. Avid Fantasy/Sci-fi fan. among those who used the original AD&D rules to re-enact The Hobbit (and yes most of the dwarves still died).
Star Wars fan with an old fan-fic blog for those interested: Tales from Soma III
The website claims 24/7 support with no mention of weekends off. Based on my recent experience, I believe they may be taking all days off. Ordered digital + physical bundle for new Staircase book. Received the digital version as expected. FEDEX Ground misdelivered book (delivery confirmation text shows picture of someone else's front porch). FEDEX 800# told me that FEDEX Ground is a separate company, and to call the 800# back and use the secret menu "7" to reach FEDEX Ground. Called back as advised, was connected with FEDEX India. They script read lamented my misdelivered package, and told me: 1) FEDEX Ground sometimes subs out to the USPS, and I could contact the U.S. Postmaster General with my concerns, and 2) Only the Shipper is the customer, and only they can call about mis-deliveries or to make a claim. Drove around my neighborhood for an hour inspecting front porches for my book, while trying not to hit parked cars. Went to FEDEX store, where manager told me that as the intended receiver, there was nothing they could do for me. Opened a support ticket via DDB, included FEDEX picture of mis-delivery. Received automated response that said that it looked like I may have used an inappropriate word, and that they (the robot) expected to be treated with respect, but that regardless, a human rep would contact me and resolve the issue stat. Days pass, no further contact. Open second ticket on same topic but choose replacement request (Staircase book is not in drop list of products, so I choose Vecna book and explain in detail that actually inquiring about Staircase book). Automated reply email, apparently not triggering suspicious word lecture this time. Days pass, no further contact. I call Hasbro customer service number and explain the situation. Rep takes all my information and ticket number, promises to "escalate" and try to reach out and see if anyone is alive at either Wizards and/or DDB. Gives me new ticket number from Hasbro. No follow up email or phone call at this point. Contacted the Vanguard Group in person, as their HQ is close to where I live. They encouraged me to invest in one of their portfolio groups, including the one with at least a 10% ownership stake in Hasbro, with WoC expected to do well 2024. They said even as a high net worth individual, I could make even more money by investing in Hasbro/WoC, as the 50th Anniversary sales forecast is looking solid, and with the elimination of customer service, costs are way down. Really just wanted the book, sigh.
Hi inriased a ticket on the 28th of August does anyone know current wait times on tickets? I do understand that they might be busier then normal but any idea on a time frame would be welcome. Kind regards ben
I know this is an old thread but its along the lines of my issue now,. The subscription system is terrible. I logged in about 5 days till my annual subscription would be up in order to change this to a monthly subscription until I decide if I like what they were doing with the new players and such. This whole system is a nightmare, you cannot navigate this in anyway, it basically brings you to the subscription page where you sign up no matter what you do. Despite already being logged in, in an attempt to navigate to fins anywhere I can change my subscription from annual to monthly I had to hit the subscribe button. Thinking this would bring me to options instead it just recharged my on file card for another year, this is despite the fact that I still had 5 days left on my last annual subscription. There was no reversing this, once past that stage it finally allows you options to change to the monthly, but this page is only available seemly right after you subscribe, there seems no way to navigate to this from your account area or anything, just from this odd page after paying. I was pretty annoyed so I said well they certainly are not going to forced me to do this again next year so I changed it to monthly there. Now its saying I owe again next month, completely ignoring my just paid annual fee and the fact that I still had 5 days from the original year.
I of course put in a support ticket, This was over 2 weeks ago, still no response. I have replied to my own a few times asking them to respond, nothing. Put in another support ticket pointing to my original, no response. I am at the point I feel I may have to report this as fraudulent use of my card, as they simply wont even respond. This is the worst system and even worse customer support.
Honestly I was wondering if I even wanted to stay subscribed due to the crap in the new rules, and now they pull this crap.
Did you ever get a response? If so, when did you get a response?
yea got one one the 17th of september and they did sort the issue out for me i know it probably wasnt the perfect timing but to not hear anything for that long was a bit annoying i mean if you know your going to be late replying at least include it in the auto reply on the ticket system to let people know
yea i ended up setting up a case with paypal and didnt hear anything back from that so then sent my card company a charge back request i dont know if that may pf prompted a repsonse or not but might have to be the way forward sadly
i will jsut add that this has been my first and only issue with the site so i am not sure if it is just bad timing with the lanch of the new book and that , not trying to give them excuses.
Well I waited 3 weeks for them to send yet another response that is automaticed pointing me to common issues, none of which covers mine. I also may likely have to do a charge back, they are simply terrible
Aw that sucks sorry to hear hope you get it sorted
My Support ticket is now 14 days old. I'm not expecting it to be answered any time soon.
So 8 days ago, I added a GDPR request, which has a legal requirement to be answered in 14 days.
After 6 more days of being ignored, I'll raise a complaint to the Information Commissioner's Office. Which they probably won't care about much as one GDPR breach isn't a big deal, but they add up and then fines start happening.
Overall, I'll likely be faster not dealing with WOTC and raising the issue with paypal.
Its been almost a month with no reply's except auto-responses. I believe Scotluck_McGumFoot is correct. I will be contacting my bank tomorrow and will be reversing my subscription fee they incorrectly charged me, and refuse to respond to me about. I will also be refusing to continue any sort of account with these guys until they improve their service and efforts in general or its purchased by someone else.
In the same boat. Desperately need a refund and to cancel and no one is responding. VERY frustrating.
I had a customer support ticket need about a year ago. A book I had purchased wasn't showing up after I synced entitlements. It was a weird issue. However, it did take customer support about a week to respond. This was when there was not a flood of ticket requests too. They will get to your ticket, I can assure you of that, but they simply are not staffed to handle the floods because that is not how customer support works.
I used to be an email customer service rep for PayPal and the office I worked at only had 10-15 reps working at any given time with about 60 desks for surges in tickets. PayPal staffed like that. Hasbro has literally 1/4 the number of employees as PayPal does and unlike PayPal, most Hasbro employees are not customer support services. Their entire customer support department probably sits on a single floor of one building.
What I am trying to say is that your ticket will eventually get addressed and likely resolved to your satisfaction too, but you are one ticket among thousands right now, for a staff that is used to getting far far less at a time.
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While I feel bad for the support staff themselves, Hasbro/WotC are 100% to blame for short-staffing. If the wait times are this long, it's corporate's fault and nobody else's.
Support is an absolute joke. The whole experience has really soured the start of DnD 5.5. outside of cancelling my subscription there doesn't seem like there's much I can do.
In the future I don't think I'll be using DnDBeyond to purchase any physical media that's for sure.
23 days here. I gave up on it and put in a new support ticket for the same issue. A credit card dispute may be the only remaining option. I’d simply walk away but I’ve over-invested in this and I “own” all of the content they sell.
I'm trying to purchase some books that I have already purchased a la carte stuff from. The Marketplace no longer automatically applies this discount. The FAQ tells you to contact support before purchasing to get your discount. This alone has to be killing the support team. They really need to fix this issue so support isn't bogged down literally every time someone wants to buy something. I'm on day 9.