498 réponses à ce sujet

[PinkysPain]

EA was saying there was sufficient stock even while play.com was already cancelling pre-orders. There is nothing in it for play.com to do that ... and no matter how bad their helpdesk is and how poorly EA communicates with them this would have been handled already if it wasn't a money issue.

Modifié par PinkysPain, 27 février 2011 - 07:22 .

[Fuelreaver]

damn im worried now as my order is with play... :S so far still there, but this is insane being cancelled so close to release?!

Just wondering, for the people who contacted and had their orders cancelled. Is it possible the employees who read you remail checked up on the sig edition saw it was no longer listed (as you cant preorder it anymore) and they automatically thought it had been discountinued or something?? and cancelled it... Would play really make a mistake that was that ridiculous... :/

I hope it is just a huge misunderstanding...

[Captain Crash]

Possible Fuelreaver, I really hope this sorts itself out this week. But if that is the case though that further makes me mad about the lack of attention they paid to my original email. It also calls for further staff training (or communication) if they are cancelling orders based on the fact its not available on their system.

I think they even told Elerrina they cant fulfil it because its been taken of the system!!! I just wanted to facepalm so hard at that statement.

Again though Im really not interested in their excuses or whoever made the communication breakdowns. I just want the product I ordered back in October.

[Fuelreaver]

absolutely there is no good reason Play could give that would make this ok.

I really hope Chris can get us some answers on this... especially the ones like your self who have already had it "cancelled".

[balthbunansa]

Personally I take this breakdown as something totally on play.com, my guess is that instead of waiting for a tota number of preordersl to send to EA/Bioware they guessed and then realized that they goofed which is incredibly unprofessional.

What really irriates me is their treatment of their longtime customers. That email to Captain Crash was totally uncalled for. Generic emails work for some things, but as someone who has worked in customer service for a long time, that is rediculous. I realize that it might have been something sent at the end of the day and the person behind the desk didn't care, but then do it the next morning when you're in a more caring mood. All you do is allienate your clientele.

Maybe play.com doesn't train their employees well, maybe they don't know corporate policy, but as someone who works in a corporate office I feel no empathy for that treatment of a customer whether longterm such as Captain Crash or someone that is one and done.

Hopefully this is worked out, although from what I have read on the last 12 pages something tells me that play.com has alienated alot of customers. Again sorry to those who had their orders canceled because of what seems like shady practices.

[Captain Crash]

Fuelreaver wrote...

absolutely there is no good reason Play could give that would make this ok.

I really hope Chris can get us some answers on this... especially the ones like your self who have already had it "cancelled".

Me too. But if they tell me because someone "cancelled" it their end and they cant put it back on my account because it "sold out" I think I will lose the plot with them.  Arghh its all what if's I will find out tomorrow.

I hope by explaining a few things to them they may understand it a bit more. I get the feeling they may not grasp the full concept of the Signature Edition.  If that is the case and they dont listen to me at least we can let Chris know where the cause lies.   If we find the cause were a step closer to the solution.  

Its been 9 hours now since they sent me that first email and Im just getting more and more angry at them and the service they are providing.  Its quite distressing really.

Modifié par Captain Crash, 27 février 2011 - 09:09 .

[Tezzajh]

so does this mean you will loose all pre order bonuses as well? if so bioware should give you the codes

[AkiKishi]

balthbunansa wrote...

Personally I take this breakdown as something totally on play.com, my guess is that instead of waiting for a tota number of preordersl to send to EA/Bioware they guessed and then realized that they goofed which is incredibly unprofessional. 

Unless they are told they have an allocation of XX units then the understanding is any orders will be met by the supplier. As far as I'm aware the understading was sell upto but not beyond date XX.

Who do you think makes money if these orders are not met ? It's not play, that should give you a clue.

[Captain Crash]

balthbunansa wrote...

Personally I take this breakdown as something totally on play.com, my guess is that instead of waiting for a tota number of preordersl to send to EA/Bioware they guessed and then realized that they goofed which is incredibly unprofessional.

What really irriates me is their treatment of their longtime customers. That email to Captain Crash was totally uncalled for. Generic emails work for some things, but as someone who has worked in customer service for a long time, that is rediculous. I realize that it might have been something sent at the end of the day and the person behind the desk didn't care, but then do it the next morning when you're in a more caring mood. All you do is allienate your clientele.

Maybe play.com doesn't train their employees well, maybe they don't know corporate policy, but as someone who works in a corporate office I feel no empathy for that treatment of a customer whether longterm such as Captain Crash or someone that is one and done.

Hopefully this is worked out, although from what I have read on the last 12 pages something tells me that play.com has alienated alot of customers. Again sorry to those who had their orders canceled because of what seems like shady practices.

Thanks balth,   

This could have been a lot less painless to me and to play if they took this issue seriously.  Instead because their customer service staff cant be bothered things have really escalated.  Now they got a thread damning them across a prolific gamer community.  Not just because the cancelled the SE but because they have shown their colours in that they dont really care about the people who shop with them. New or old.  

I really am sad its come to this, I really am. Im in a position I shouldnt need to be in. Whats worse is its completly putting me off Dragon Age 2 because this experience is looming over me.   This isnt Biowares fault, but because of what Play are doing im becoming more and more disheartened. 

[H1natachan]

Obviously play dont give a damn, to them we're just some small gaming community that they can trample on whenever it suits them. To think there i was looking forward to getting my hands on the signature edition. Still remain cynical on the outcome.

Wonder why they left it so late before sending us those cancellation auto emails ?

Modifié par H1natachan, 27 février 2011 - 10:08 .

[Elerrina_7]

Are you going to call them tomorrow Crash?

[AkiKishi]

H1natachan wrote...

Wonder why they left it so late before sending us those cancellation auto emails ?

Depending on when they were sent auto response from the system once they added actual stocknumbers.

[AbsolutGrndZer0]

Hey maybe you'll get lucky and they'll have already processed your order and it's impossible to be canceled, even by them. I had a BAD version of this with Atari, they told me my preorder had been canceled, so I preordered a second time, and they sent me BOTH copies.

[coomber]

I feel for you, OP. This is just another example of why EA/Bioware's pre-order marketing was a terrible way to treat your fans.

[Elerrina_7]

I doubt that would happen, i'm just wondering whether or not the people who preordered are just going to get a normal version. That wouldnt surprise me seeing as play dont seem to think the signature edition existed

[Cless Godhard]

I am sad to hear that alot of players have had the misfortune of their order being cancelled. I did not order at Play.com, but at another site (Dutch), after reading this threads, i have phoned Game-Mania (the place where i ordered), they told me that they are not sure if i will recieve my SE version, this has realy ruined my day, now i need to wait 2 weeks with a chance of not getting DA2 SE at the release date.

I tried talking to their manager but all that they do is, redirecting me back to a person who has no power, i am bummed and have no clue on what to do.

So i will pray for you guys and for me that this will be resolved and that we all can enjoy DA2 on release date.

[Elerrina_7]

What was their reasoning for saying they werent sure if you would recieve it Cless?

[Captain Crash]

Elerrina_7 wrote...

Are you going to call them tomorrow Crash?

Yes, im going to wait until I recieve a email back with the name of the manager who will deal with my issue. I made it very clear that this is their last chance to send me an email with decent information and not something copy and pasted. Im not wasting half an hour going up an escalation process.

Im going to attempt to record the phonecall to using my laptop microphone and the phone on loudspeaker. See if it works. I will give it a test run first to see what the quality is like.  I get the feeling there will be too much background echo to make it work properly.


Arghhh Im probably going to get a bad night sleep too because of all of this!!

Modifié par Captain Crash, 27 février 2011 - 10:32 .

[Sefearion]

I pre-ordered from play.com as well . But I'm not sure if mine has been cancelled. Do you receive an E-mail from Play.com informing you of this?

[Cless Godhard]

Elerrina_7 wrote...

What was their reasoning for saying they werent sure if you would recieve it Cless?

I was not sure if i could afford it with all the games and saving up for a car, so i waited untill December to order it.
I was told that everyone who pre-ordered before Mid-Jan 2011, would recieve a SE version of DA..

The clerk told me that there was a limited stock, so some people might miss out on the SE version, i was told to stay put and hope for the best.....

[Captain Crash]

Sefearion wrote...

I pre-ordered from play.com as well . But I'm not sure if mine has been cancelled. Do you receive an E-mail from Play.com informing you of this?

Yes you recieve an email .  A lot have recieved it but not everyone like yourself.  But heres the big joke, dont email them about it!!


I sent play an email of concern in regards to my order because of whats been happening.   Understandable really and that was a well constructed email.  So how do they reply to that email?  They cancelled my five month old preorder using a generic email!!!


Its pretty disgusting

[balthbunansa]

Captain Crash wrote...

balthbunansa wrote...

Personally I take this breakdown as something totally on play.com, my guess is that instead of waiting for a tota number of preordersl to send to EA/Bioware they guessed and then realized that they goofed which is incredibly unprofessional.

What really irriates me is their treatment of their longtime customers. That email to Captain Crash was totally uncalled for. Generic emails work for some things, but as someone who has worked in customer service for a long time, that is rediculous. I realize that it might have been something sent at the end of the day and the person behind the desk didn't care, but then do it the next morning when you're in a more caring mood. All you do is allienate your clientele.

Maybe play.com doesn't train their employees well, maybe they don't know corporate policy, but as someone who works in a corporate office I feel no empathy for that treatment of a customer whether longterm such as Captain Crash or someone that is one and done.

Hopefully this is worked out, although from what I have read on the last 12 pages something tells me that play.com has alienated alot of customers. Again sorry to those who had their orders canceled because of what seems like shady practices.

Thanks balth,   

This could have been a lot less painless to me and to play if they took this issue seriously.  Instead because their customer service staff cant be bothered things have really escalated.  Now they got a thread damning them across a prolific gamer community.  Not just because the cancelled the SE but because they have shown their colours in that they dont really care about the people who shop with them. New or old.  

I really am sad its come to this, I really am. Im in a position I shouldnt need to be in. Whats worse is its completly putting me off Dragon Age 2 because this experience is looming over me.   This isnt Biowares fault, but because of what Play are doing im becoming more and more disheartened. 

Its not a problem, its really too bad this kind thing happens.  Well unfortunately that is how bad customer service works.  Screw up once, someone passes on that info to at least 25 people. In the age of the internet especially with a juggernaut gaming company that 25 people can become thousands.

It really is unfortunate that you and others are having to go through this.  Its frustrating, and not something that I'd want to deal with.   Don't let it get to ya though,  play.com screwed up and are likely losing an amazing customer.   Think of it this way you're washing away the past and starting anew with someone you can trust.   Hopefully your call tomorrow goes well and you don't get the same response as others have.  If you do, just disconnect the call and move on.   Thats all you can do.  No point in escalating the call and getting even more dishearted over and obvious screw up on their part. Best of luck and hopefully you get someone higher on the food chain.

[Elerrina_7]

As i understand it though, the extra stuff with the SE was just some codes in the box? so how can they run out of those? :S

[Sefearion]

I just sent play.com an E-mail. I ordered my copy on 25.10.2010 so I placed my order fairly early. Knowing my luck though I'll be getting a copy+paste response from them. If that's the case I'm gonna cancel the order and refrain from using their service ever again.

[Captain Crash]

balthbunansa wrote...

Best of luck and hopefully you get someone higher on the food chain.

Again thanks balth, your posts have been great.

All will unfold tomorrow. They wont pull the wool over my eyes thats for sure.

Elerrina_7 wrote...

As i understand it though, the extra stuff with the SE was just some codes in the box? So how can they run out of those? :S

Its printing all the bonus stuff that come along side it.  Its a different box, different packaging ect.  Its more then just the codes that come with it.   

Modifié par Captain Crash, 28 février 2011 - 11:16 .