It's been over a week since I followed the instructions in this thread to contact the support team; I've even tried to follow up via email, but still haven't heard anything back. As a reminder, when I ordered this product, the store page said that it would be available on the 7th; but it wasn't, and I still can't access the content. Is there some other channel of communication I should be using to try and get this sorted?
It looks like they are taking the ignore it and it will go away approach to this. I don't think anyone has received a response to their trouble ticket. Your best bet right now is to dispute the charge with your bank or paypal.
i noticed a small side-note / comment on their discord channel that referenced a brief error, so my guess is they're going to ignore us here and not do anything. :(
would be nice to have had some sort of acknowledgement in their actual website, but I guess this will have to do.
i noticed a small side-note / comment on their discord channel that referenced a brief error, so my guess is they're going to ignore us here and not do anything. :(
would be nice to have had some sort of acknowledgement in their actual website, but I guess this will have to do.
Just curious what timezone those timestamps are from.
Because on 2/6 at 10pm Eastern Time that "error" was still there when I ordered it. Although, thinking about it, no matter the timezones, it was not before 8am on 2/6 anywhere in the world when I ordered mine. So, no, it was not fixed when he said that.
And mistakes happen, but ignoring everyone and not admitting the mistake is a choice.
legit. i'm in PST. I know I had ordered on 2/4 as it showed 2/7 early access date.
ugh i'm sad in my face area. i had just bought the legacy bundle after receiving bonus from work like 2 days before the OGL fiasco.... then figured would give em the benefit of the doubt after they backtracked on that... now with this.. ugh. very disappoint.
Sadly this opre order BS and getting early never happens. Maybe [risoner 14 was a part of that but seem everyone go t0hat. And then it does not come out on vtt elsewhere either till later in th e day. May as wel advertise release day kater when whole packges shows painf
So, it's the 21st, is there anwhere that actually states what time it unlocks or does once again an american company only care about american customers?
It is Feb. 21, 8 am Central Time. I preordered before Feb. 6. I sync my entitlements and when I click on a chapter to view the adventure, it takes me to the marketplace where it informs me that I’ve already purchased this title and that it will be available Feb. 21.
So, it's the 21st, is there anwhere that actually states what time it unlocks or does once again an american company only care about american customers?
As annoyed as I am with them quietly editing the pre-order page and then pretending nothing ever happened, I will defend them on this point, however. It has nothing to do with only caring about American customers and has everything to do with an American company having American employees available to support the release during American business hours. As someone who works in IT, there are far too many times we are expected to work through the night in order to needlessly support midnight releases. Expecting workers in this part of the world to work the business hours of this part of the world is 100% reasonable.
Ordered the Digital Preorder back on February 3rd. Saw an account issue where it didn't grant me the entitlement or show up in the order history. But I did get an email receipt and my credit card was charged. Filled out a support ticket on the 5th. Never heard anything. Figured I would be patient and wait for the official release day. Still nothing. No perks or access to the book I have already paid for.
All in all, terrible execution and response. It has been weeks since I reported an issue in a support ticket. I am beginning to believe this will end up being theft/fraud on DnD Beyond/WoTC part.
to add insult to injury, I had a support ticket for this issue, which they responded to.... yesterday morning. Yup. The day before it would all be moot anyway.
And do you want to know what they said? They asked if I was still experiencing the issue. FFS... we all called it: they ignored the problem till it went away. I don't know how much longer to me the convenience of DNDbeyond will be outweighed by Hasbro's contempt for its customers.
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Farmer B. Dice Farmer. -- Game grower. Cardboard cultivator. Polyhedral planter.
to add insult to injury, I had a support ticket for this issue, which they responded to.... yesterday morning. Yup. The day before it would all be moot anyway.
And do you want to know what they said? They asked if I was still experiencing the issue. FFS... we all called it: they ignored the problem till it went away. I don't know how much longer to me the convenience of DNDbeyond will be outweighed by Hasbro's contempt for its customers.
i made a joke about how they were going to wait until 11:59:59 pm to release it and received 5 demerits or something for non-constructive comments... i mean, maybe acknowledge our issue, at all, if you want more constructive comments. i dunno.
Ordered the physical/digital bundle on 2/4. Book was delivered on time, but no digital access, code, preorder perks, etc. Sent a support ticket two days ago and haven't heard back. An can I say that the support ticket system is the most counter-intuitive Asmodean torment in existence!
17 days later and I have received a response to my support ticket: The email didn't acknowledge that the D&D Beyond Marketplace originally said it would be available on the 7th, the response was that:
"Unfortunately, the pre-order was made through the D&D Beyond marketplace and not a Physical+Digital bundle through the D&D Store. This means that while you still have the content pre-ordered, this does not include early access. The standard release date for this product was February 21st at which time the content will be available.
Even though it wasn't quite as timely a response as I would have liked, I would like to thank the team for getting back to me and explaining my mistake.
17 days later and I have received a response to my support ticket: The email didn't acknowledge that the D&D Beyond Marketplace originally said it would be available on the 7th, the response was that:
"Unfortunately, the pre-order was made through the D&D Beyond marketplace and not a Physical+Digital bundle through the D&D Store. This means that while you still have the content pre-ordered, this does not include early access. The standard release date for this product was February 21st at which time the content will be available.
Even though it wasn't quite as timely a response as I would have liked, I would like to thank the team for getting back to me and explaining my mistake.
Except, it wasn't your mistake, it was theirs. Their website had incorrect information on then the digital only pre order would be available. Whether it was incompetence or malicious bait-and-switch, it was still a D&D Beyond problem. The fact the everyone got their tickets answered right as the full release dropped makes me think the it was either intentional or this was DNDB's way of not dealing with another f-up.
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Hi, sorry to be a bother.
It's been over a week since I followed the instructions in this thread to contact the support team; I've even tried to follow up via email, but still haven't heard anything back.
As a reminder, when I ordered this product, the store page said that it would be available on the 7th; but it wasn't, and I still can't access the content. Is there some other channel of communication I should be using to try and get this sorted?
It looks like they are taking the ignore it and it will go away approach to this. I don't think anyone has received a response to their trouble ticket. Your best bet right now is to dispute the charge with your bank or paypal.
i noticed a small side-note / comment on their discord channel that referenced a brief error, so my guess is they're going to ignore us here and not do anything. :(
would be nice to have had some sort of acknowledgement in their actual website, but I guess this will have to do.
https://imgur.com/a/Ik7YdsT
Just curious what timezone those timestamps are from.
Because on 2/6 at 10pm Eastern Time that "error" was still there when I ordered it. Although, thinking about it, no matter the timezones, it was not before 8am on 2/6 anywhere in the world when I ordered mine. So, no, it was not fixed when he said that.
And mistakes happen, but ignoring everyone and not admitting the mistake is a choice.
legit. i'm in PST. I know I had ordered on 2/4 as it showed 2/7 early access date.
ugh i'm sad in my face area. i had just bought the legacy bundle after receiving bonus from work like 2 days before the OGL fiasco.... then figured would give em the benefit of the doubt after they backtracked on that... now with this.. ugh. very disappoint.
I'm surprised this isn't isn't available yet, as Dragonlance was available ad this time, so guess we are back to 10:00 their time (18:00 EU time).
Hopefully doesn't mean a Major Erata like with Dragonlance
Sadly this opre order BS and getting early never happens. Maybe [risoner 14 was a part of that but seem everyone go t0hat. And then it does not come out on vtt elsewhere either till later in th e day. May as wel advertise release day kater when whole packges shows painf
So, it's the 21st, is there anwhere that actually states what time it unlocks or does once again an american company only care about american customers?
It is Feb. 21, 8 am Central Time. I preordered before Feb. 6. I sync my entitlements and when I click on a chapter to view the adventure, it takes me to the marketplace where it informs me that I’ve already purchased this title and that it will be available Feb. 21.
This new module is listed in incorrect alphabetic order under featured adventures.
Let the Mists surround you...
As annoyed as I am with them quietly editing the pre-order page and then pretending nothing ever happened, I will defend them on this point, however. It has nothing to do with only caring about American customers and has everything to do with an American company having American employees available to support the release during American business hours. As someone who works in IT, there are far too many times we are expected to work through the night in order to needlessly support midnight releases. Expecting workers in this part of the world to work the business hours of this part of the world is 100% reasonable.
Ordered the Digital Preorder back on February 3rd. Saw an account issue where it didn't grant me the entitlement or show up in the order history. But I did get an email receipt and my credit card was charged. Filled out a support ticket on the 5th. Never heard anything. Figured I would be patient and wait for the official release day. Still nothing. No perks or access to the book I have already paid for.
All in all, terrible execution and response. It has been weeks since I reported an issue in a support ticket. I am beginning to believe this will end up being theft/fraud on DnD Beyond/WoTC part.
We really need someone to recolor the flavor text light blue on white is nearly impossible to see. Did anyone actually playtest this on the app
to add insult to injury, I had a support ticket for this issue, which they responded to.... yesterday morning. Yup. The day before it would all be moot anyway.
And do you want to know what they said? They asked if I was still experiencing the issue. FFS... we all called it: they ignored the problem till it went away. I don't know how much longer to me the convenience of DNDbeyond will be outweighed by Hasbro's contempt for its customers.
Farmer B. Dice Farmer. -- Game grower. Cardboard cultivator. Polyhedral planter.
i made a joke about how they were going to wait until 11:59:59 pm to release it and received 5 demerits or something for non-constructive comments... i mean, maybe acknowledge our issue, at all, if you want more constructive comments. i dunno.
Ordered the physical/digital bundle on 2/4. Book was delivered on time, but no digital access, code, preorder perks, etc. Sent a support ticket two days ago and haven't heard back. An can I say that the support ticket system is the most counter-intuitive Asmodean torment in existence!
The Variant of Book of Vile Darkness doesn't show up, even when searching on Book of Vile Darkness (Variant).
Note: It's possible to search up the Book of Vile Darkness (Variant) on the Smartphone app.
17 days later and I have received a response to my support ticket: The email didn't acknowledge that the D&D Beyond Marketplace originally said it would be available on the 7th, the response was that:
"Unfortunately, the pre-order was made through the D&D Beyond marketplace and not a Physical+Digital bundle through the D&D Store. This means that while you still have the content pre-ordered, this does not include early access.
The standard release date for this product was February 21st at which time the content will be available.
Even though it wasn't quite as timely a response as I would have liked, I would like to thank the team for getting back to me and explaining my mistake.
Except, it wasn't your mistake, it was theirs. Their website had incorrect information on then the digital only pre order would be available. Whether it was incompetence or malicious bait-and-switch, it was still a D&D Beyond problem. The fact the everyone got their tickets answered right as the full release dropped makes me think the it was either intentional or this was DNDB's way of not dealing with another f-up.