Same, got a complete refund of £180, will be refunded to my PayPal account (I used pay in 3) in the next 3 business days. Kevin is the rep I spoke to as well.
I cancelled my DMG and MM physical+digital preorder, but kept the PHB one. Supposedly the book will ship ASAP. Then I am waiting to get the money back (should take at most 7 days, probably much quicker) and ordering the DMG and MM directly from DnDBeyond. I will get the physical books from local stores. In the end it will end up being 5 EUR more expensive (so much about the bundle discount for us Europeans :D ).
I have also cancelled my DMG and MM, and kept the PHB.
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"grandpa" Salkur, deep gnome artificer/sorcerer: Spiderwrangler's Forged in Chaos | Pepin, Human Artificer/cleric: Goblin horde | Mixtli, Volcano Genasi Artificer: Champions of the Citadel | Erix Vadalitis, Human Druid: Rising from the last war |Smithy, Human Artificer: Night Ravens: Black orchids for Biscotti | Tamphalic Aliprax, Blue Dragonborn Wizard: Chronicles of the Accursed
Just as a reminder: WotC will send you an email asking you for the quality of the support. „Unsatisfied with agent‘s courtesy“ is a possible answer choice…
For what little it's worth, as WotC/DDB are practically silent regarding this, someone has a thread going where they're trying to crowdsource response times based on when people submitted and when they hear back. Feel free to contribute, the more we get the more we can try to pin down when any of us will at least hear back about anything.
For what little it's worth, as WotC/DDB are practically silent regarding this, someone has a thread going where they're trying to crowdsource response times based on when people submitted and when they hear back. Feel free to contribute, the more we get the more we can try to pin down when any of us will at least hear back about anything.
My ticket about preorder issues has been in the queue 21 days, but my ticket about character form bug sent later was solved in two days.
The first response was a generic list of actions to try and possible fixes (all given in the the first message). I answered and next response two days after the original ticket and this time they had "escalated it to the appropriate teams to be investigated further". The bug was discussed here in the forum as well, but because there were no official comments about it, I created a ticket. That bug is now fixed. It seems that they can response quickly if the ticket is about something else than preorder problems.
I have also now requested to cancel the full order and will probably get the Alternative covers instead from a store. I had to contact the e-mail directly in this tread. The other ticket is still open without any response (17 days).
I also contacted support back in August when I ordered and noticed the February date in the confirmation e-mail and this is the reply I got:
We appreciate your inquiry regarding the status of your dndstore.wizards.com preorder. A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship. Full details can be found on our FAQ under "When will I get my physical product?".
2024 Player's Handbook – 17 September 2024 2024 Dungeon Master's Guide – 12 November 2024 2024 Monster Manual – 18 February 2025
Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date.
Unfortunately, we cannot change the shipping options chosen on an order once it has been placed. We apologize for any inconvenience that this may cause. If you would like to cancel your existing order to place separate orders for each item, please let us know and we will investigate your request further.
Please Note: Cancelling your order in this way will remove the Digital Content from your account.
I’ll be glad to help you further if you have any other questions or concerns!
It does not mention any option during the order process to receive the items as they become available.
I will add the details to the lack of customer support thread also.
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I just got my order cancellation and my money. That only took 16 hours.
Same, got a complete refund of £180, will be refunded to my PayPal account (I used pay in 3) in the next 3 business days. Kevin is the rep I spoke to as well.
That’s the way forward folks - email Scalefast
I'm glad to know that at least we're all getting our money back and buying the books outside
The service has been disastrous
I am in the process, talking to Mr. Kevin to get mine back and forget about buying in the EU marketplace again.
I cancelled my DMG and MM physical+digital preorder, but kept the PHB one. Supposedly the book will ship ASAP. Then I am waiting to get the money back (should take at most 7 days, probably much quicker) and ordering the DMG and MM directly from DnDBeyond. I will get the physical books from local stores. In the end it will end up being 5 EUR more expensive (so much about the bundle discount for us Europeans :D ).
I have also cancelled my DMG and MM, and kept the PHB.
"grandpa" Salkur, deep gnome artificer/sorcerer: Spiderwrangler's Forged in Chaos | Pepin, Human Artificer/cleric: Goblin horde | Mixtli, Volcano Genasi Artificer: Champions of the Citadel | Erix Vadalitis, Human Druid: Rising from the last war | Smithy, Human Artificer: Night Ravens: Black orchids for Biscotti | Tamphalic Aliprax, Blue Dragonborn Wizard: Chronicles of the Accursed
Well, I just cancelled the physical books due to this silliness. Maybe I'll buy them a few years from now when they are on sale someplace.
Just as a reminder: WotC will send you an email asking you for the quality of the support. „Unsatisfied with agent‘s courtesy“ is a possible answer choice…
For what little it's worth, as WotC/DDB are practically silent regarding this, someone has a thread going where they're trying to crowdsource response times based on when people submitted and when they hear back. Feel free to contribute, the more we get the more we can try to pin down when any of us will at least hear back about anything.
https://www.dndbeyond.com/forums/d-d-beyond-general/bugs-support/207917-lack-of-customer-support-support-and-estimated
My ticket about preorder issues has been in the queue 21 days, but my ticket about character form bug sent later was solved in two days.
The first response was a generic list of actions to try and possible fixes (all given in the the first message). I answered and next response two days after the original ticket and this time they had "escalated it to the appropriate teams to be investigated further". The bug was discussed here in the forum as well, but because there were no official comments about it, I created a ticket. That bug is now fixed. It seems that they can response quickly if the ticket is about something else than preorder problems.
I have also now requested to cancel the full order and will probably get the Alternative covers instead from a store. I had to contact the e-mail directly in this tread. The other ticket is still open without any response (17 days).
I also contacted support back in August when I ordered and noticed the February date in the confirmation e-mail and this is the reply I got:
It does not mention any option during the order process to receive the items as they become available.
I will add the details to the lack of customer support thread also.