I realized after a bit that it might have something to do with the e-mail provider. I have a couple of e-mail addresses and D&D Beyond/WotC has sent e-mail to both (probably a mistake on my part but came in handy for once). One of them still receives e-mail from them, but the other one stopped somewhere around March, which happens to include all the order fulfilment stuff. This was just the first time that really mattered.
Unfortunately, there doesn't seem to be a way for me to change the e-mail address myself, so I have a ticket open waiting for them to get to it, to use the e-mail address that does work...
As to why they would just stop delivering to certain providers - no idea. At least a good number of other companies are able to send e-mail to that account.
Three weeks and still no resolution. In all, I've got a couple of generic replies. One was automated, the other, I'm not sure, but if it was not, it was still by someone who hadn't read my messages.
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Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
I also haven't gotten the email with the pre order bonuses. I did receive the blanket email about making sure my rewards are synced (which they are), and at this point I am just getting annoyed and might just cancel my order at this point.
I'm another person who never received the digital art book. I created a support ticket 13 days ago, but have received no response other than a bulk email that mostly demonstrated that WoTC doesn't understand the issue.
I've received poor support from companies, but never before have I been completely ignored for such a long period of time. Between this problem and the issue with PHB preorders being cancelled, I have resolved to never again order something from dndbeyond that I can get elsewhere. I still enjoy D&D and wish to keep playing it, but I'm very frustrated. If you're reading this: try not to buy anything from dndbeyond, and if you decide to make a purchase, assume that anything special or unusual (like a pre-order bonus) is a lie and will not be honored.
Yes, it is being handled very poorly. A glitch can happen, but the total lack of response is quite bad. Not to mention that the solution would be trivial: just resend those emails.
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Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Add me to the list of not receiving the email. I have all emails regarding the preorders except this one. Did any of you end up getting the issue resolved? Paying $200 in preorders and not receiving promised bonuses is incredibly lame.
I didn't receive anything either. But hey, they haven't sent me the PBH yet and I'm after WotC to receive a response (at the moment there's been 2 weeks of silence)
I did receive the email I think but it went right to either my spam or trash folder and I saw it by happenstance just scrolling through to see if I missed anything. The tragic part about it is that I started to read it and it was full in the beginning of all the things we already had gotten almost immediately so I didn’t think it was important! That folder auto deletes everything older than 3 weeks or so meaning it only goes back to around September 17. I saw someone saying the very beginning of the month is when they were sent out so I don’t even have a chance of finding it back.
I guess I’m opening an abysmally staffed support ticket too
I've checked my spam folder immediately. In my case, the email was simply never sent. My ticket has now been open for a month. The customer service has been abysmal and there doesn't seem to be any recourse.
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I just got my ticket resolved today and my ticket went in Sept 4. They gave me a code for the dice and a link to the artbook. I hope yours is resolved ASAP as well.
I just got my ticket resolved today and my ticket went in Sept 4. They gave me a code for the dice and a link to the artbook. I hope yours is resolved ASAP as well.
I'm happy for you and, if they are finally acting on the issue, it is good news for the rest of us.
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My ticket about the preorder bonuses got answered October 11th. I submitted it October 3rd, so not as bad as other people have had. Thanks to Jake with support for providing me with my items.
Holding true to their pattern of incompetent customer support, they closed my ticket as "Solved" without actually doing anything. That is, they didn't do anything to the ticket other than mark it solved, and, most importantly, they did not actually send me the book. I opened up a follow-up ticket, but at this point it's clear that they don't know what they're doing.
I cannot believe how bad the customer support is for this.
A recap of my situation:
I preordered all the 2024 books, so I should have received the Dragons of D&D Digital Art Book, but never did.
I filed a support ticket (#4086678) for this on September 14, over a month ago.
I received no response on that ticket until a few days ago, when the ticket was suddenly marked "Solved" without any other commentary, and without actually sending me the digital art book.
I therefore created a new follow-up ticket (#4134087) explaining that the first ticket had been marked solved without actually solving anything, and asking them to actually solve it.
Today, that follow-up ticket was also marked "Solved" without any commentary and without sending me the book.
I honestly don't know what to do at this point. I'm exasperated.
Since it was asked - my ticket was resolved today about the same way as Southstands' case. Total time approximately 37 days, although my case was a little more complicated than most since there was an e-mail update in there too. The time between replies was shorter towards the end but still lengthy. I would guess there is still an abnormally high ticket volume but that the situation is improving.
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I realized after a bit that it might have something to do with the e-mail provider. I have a couple of e-mail addresses and D&D Beyond/WotC has sent e-mail to both (probably a mistake on my part but came in handy for once). One of them still receives e-mail from them, but the other one stopped somewhere around March, which happens to include all the order fulfilment stuff. This was just the first time that really mattered.
Unfortunately, there doesn't seem to be a way for me to change the e-mail address myself, so I have a ticket open waiting for them to get to it, to use the e-mail address that does work...
As to why they would just stop delivering to certain providers - no idea. At least a good number of other companies are able to send e-mail to that account.
I use Gmail and I have received all emails from DDB. It's just the one with the pre-order benefits that never materialized.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Three weeks and still no resolution. In all, I've got a couple of generic replies. One was automated, the other, I'm not sure, but if it was not, it was still by someone who hadn't read my messages.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Yep, on day 21 here. Absolutely abysmal customer service
I also haven't gotten the email with the pre order bonuses. I did receive the blanket email about making sure my rewards are synced (which they are), and at this point I am just getting annoyed and might just cancel my order at this point.
I'm another person who never received the digital art book. I created a support ticket 13 days ago, but have received no response other than a bulk email that mostly demonstrated that WoTC doesn't understand the issue.
I've received poor support from companies, but never before have I been completely ignored for such a long period of time. Between this problem and the issue with PHB preorders being cancelled, I have resolved to never again order something from dndbeyond that I can get elsewhere. I still enjoy D&D and wish to keep playing it, but I'm very frustrated. If you're reading this: try not to buy anything from dndbeyond, and if you decide to make a purchase, assume that anything special or unusual (like a pre-order bonus) is a lie and will not be honored.
Yes, it is being handled very poorly. A glitch can happen, but the total lack of response is quite bad. Not to mention that the solution would be trivial: just resend those emails.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Add me to the list of not receiving the email. I have all emails regarding the preorders except this one. Did any of you end up getting the issue resolved? Paying $200 in preorders and not receiving promised bonuses is incredibly lame.
I didn't receive anything either. But hey, they haven't sent me the PBH yet and I'm after WotC to receive a response (at the moment there's been 2 weeks of silence)
I did receive the email I think but it went right to either my spam or trash folder and I saw it by happenstance just scrolling through to see if I missed anything. The tragic part about it is that I started to read it and it was full in the beginning of all the things we already had gotten almost immediately so I didn’t think it was important! That folder auto deletes everything older than 3 weeks or so meaning it only goes back to around September 17. I saw someone saying the very beginning of the month is when they were sent out so I don’t even have a chance of finding it back.
I guess I’m opening an abysmally staffed support ticket too
I've checked my spam folder immediately. In my case, the email was simply never sent. My ticket has now been open for a month. The customer service has been abysmal and there doesn't seem to be any recourse.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
I just got my ticket resolved today and my ticket went in Sept 4. They gave me a code for the dice and a link to the artbook. I hope yours is resolved ASAP as well.
I'm happy for you and, if they are finally acting on the issue, it is good news for the rest of us.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Did anyone else got the issue resolved? I've had no luck.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
My ticket about the preorder bonuses got answered October 11th. I submitted it October 3rd, so not as bad as other people have had. Thanks to Jake with support for providing me with my items.
I submitted my ticket on September 4th and haven't heard anything. Hopefully your situation is better.
I'm exactly in the same position. Ticket submitted on September 4th. No answer.
Fatti non foste a viver come bruti ma per seguir virtute e canoscenza
Holding true to their pattern of incompetent customer support, they closed my ticket as "Solved" without actually doing anything. That is, they didn't do anything to the ticket other than mark it solved, and, most importantly, they did not actually send me the book. I opened up a follow-up ticket, but at this point it's clear that they don't know what they're doing.
I cannot believe how bad the customer support is for this.
A recap of my situation:
I honestly don't know what to do at this point. I'm exasperated.
Since it was asked - my ticket was resolved today about the same way as Southstands' case. Total time approximately 37 days, although my case was a little more complicated than most since there was an e-mail update in there too. The time between replies was shorter towards the end but still lengthy. I would guess there is still an abnormally high ticket volume but that the situation is improving.