498 réponses à ce sujet

[Captain Crash]

Sefearion wrote...

Crash, any suggestions on how I should question the staff so I don't get completely stonewalled?

I cant, Im afraid.  You will get stonewalled because they dont understand the nature of the issue and have no concept of empathy. I spoke to the department manager and was told that they would do nothing and that the issue was above their department and needed to be resolved in the UK.   But they wouldnt escalate my complaint to the UK...


Wait What??!

Hense why Im being very determined in finding every email address or number I can. Someone will respond to me who can resolve the problem and listen to me and understand what im talking about.  I hope...

Modifié par Captain Crash, 28 février 2011 - 04:03 .

[Sefearion]

I'm not looking forward to calling these folks....

[H1natachan]

Meyne wrote...

Found this blog doing a search on play.com and DA2. Dunno if the person who wrote it posts here or if someone else posted it yet:

http://www.aeterna.n...-play-com-woes/
http://www.aeterna.n...lay-com-woes-2/
http://www.aeterna.n...lay-com-woes-3/

They had quite the run-around and in the end still had no answers given. Plus at one point even when they got to a UK office they were first "mislead" about the availability of the contact person.

Wonder if Bioware EU is getting a similar run-around if it is so hard to get anyone at a UK office...

That sure made for some interesting reading. Thanks for the find.
Play.com should just rename themselves to FAIL.COM lol

[Captain Crash]

Meyne wrote...

Found this blog doing a search on play.com and DA2. Dunno if the person who wrote it posts here or if someone else posted it yet:

http://www.aeterna.n...-play-com-woes/
http://www.aeterna.n...lay-com-woes-2/
http://www.aeterna.n...lay-com-woes-3/

They had quite the run-around and in the end still had no answers given. Plus at one point even when they got to a UK office they were first "mislead" about the availability of the contact person.

Wonder if Bioware EU is getting a similar run-around if it is so hard to get anyone at a UK office...

Oh wow he got through to the UK contact

Right back on the phone then,  I may be some time!!!

Modifié par Captain Crash, 28 février 2011 - 04:11 .

[LPPrince]

This whole situation sucks for you guys.

I really hope this convinced you to NEVER order from Play.com ever again.

[H1natachan]

LPPrince wrote...

This whole situation sucks for you guys.

I really hope this convinced you to NEVER order from Play.com ever again.

Already convinced :innocent:

The way this company is run as a whole and the ridiculous level of pointless stress involved if you have to complain about anything. Folk shouldnt have to go through hoop after hoop to get simple straight forward answers.

edit : and i hope that bioware no longer endorses play.com as a legitimate seller.

Looking at that blog the people there they got the cancellation email even earlier than we did.

Modifié par H1natachan, 28 février 2011 - 04:27 .

[balthbunansa]

H1natachan wrote...

LPPrince wrote...

This whole situation sucks for you guys.

I really hope this convinced you to NEVER order from Play.com ever again.

Already convinced :innocent:

The way this company is run as a whole and the ridiculous level of pointless stress involved if you have to complain about anything. Folk shouldnt have to go through hoop after hoop to get simple straight forward answers.

edit : and i hope that bioware no longer endorses play.com as a legitimate seller.

Especially after saying that they aren't being supplied while it sounds like they indeed are being supplied

[MortalEngines]

Sefearion wrote...

Really makes me a sad Panda

Out of curiosity what system you folks ordered the SE for and when did you place the order?

System: PC
Date: 25.10.10

System: PC
Date: 10.01.2011

System: PS3
Date: 05.12.2010

This is sounding worse and worse as time goes by, where the hell is EA and Bioware at this time? This is there recommended retailer, this is their special edition, we are their customers, what exactly are they doing?!

Also to people asking why we bought from Play.com. I've had bad delivery issues with Amazon before and my Game account is under my father's card which I don't want to go through the hassle of sorting out and changing. Also Play.com has always been good to me apart from once when they left it 2 weeks before telling me my soul caliber game was no longer avaliable (to be fair though it was through PlayTrade). They were also on the DA2 site as recommended retailer for SE so I thought why not..

Modifié par MortalEngines, 28 février 2011 - 04:30 .

[MortalEngines]

To be more specific about my issues with Amazon, I ordered (not even preordered!) a DVD for my friends birthday, paying extra for special 2 day delivery (this was on a wesnesday) so it got here on time. I didn't get my delivery till 2 weeks later, well after her birthday, Amazon have yet to explain to me why this happened, though they did refund my delivery cost.

[Fuelreaver]

those blog entries are shocking... i feel like a broken record repeating my disgust with play, over and over. But i really dont know what else to say...

[Captain Crash]

Folks I have a result!!!!! :happy:



I guess they realised they couldn't continue to fob me off so they contacted the UK office for me.  Took long enough!!!   Those people still don't want to talk to me but they have promised they will re-investigate the issue. 

They are querying with the buyer this afternoon in regards into stock.   The person I talked too wouldn't answer or confirm if the stock issues have occurred because of Play or because the buyer has pulled the order on the company. They also have somebody going to check the warehouse stock lists for current and future arrivals of the Signature Edition.


Upon completion of these two tasks I have been promised a callback or email to confirm:
a) If Play.com will be getting the Signature Edition.
If they will be able to fulfil my order.  (and your orders!!!)


I will let you know in due course!!  

Modifié par Captain Crash, 28 février 2011 - 04:42 .

[Zippy72]

So basically the escalation process is broken and won't cross the international divide between the outsourced call centre and the UK HQ. That's awesome. Ivory tower much. "oh no, we don't deal with actual costomers; they're well below our pay grade"

[Poison Apple]

That's great, Captain Crash! It looks like we'll finally get answers soon. Thank you so much for investigating into this.

[H1natachan]

Captain Crash wrote...

Folks I have a result!!!!! :happy:



I guess they realised they couldn't continue to fob me off so they contacted the UK office for me.  Took long enough!!!   Those people still don't want to talk to me but they have promised they will re-investigate the issue. 

They are querying with the buyer this afternoon in regards into stock.   The person I talked too wouldn't answer or confirm if the stock issues have occurred because of Play or because the buyer has pulled the order on the company. They also have somebody going to check the warehouse stock lists for current and future arrivals of the Signature Edition.


Upon completion of these two tasks I have been promised a callback or email to confirm:
a) If Play.com will be getting the Signature Edition.
If they will be able to fulfil my order.  (and your orders!!!)


I will let you know in due course!!  

Oh well played Captain Crash

The wait starts to see if my cancelled preorder gets put back as preorder

[MortalEngines]

Captain Crash wrote...

Folks I have a result!!!!! :happy:



I guess they realised they couldn't continue to fob me off so they contacted the UK office for me.  Took long enough!!!   Those people still don't want to talk to me but they have promised they will re-investigate the issue. 

They are querying with the buyer this afternoon in regards into stock.   The person I talked too wouldn't answer or confirm if the stock issues have occurred because of Play or because the buyer has pulled the order on the company. They also have somebody going to check the warehouse stock lists for current and future arrivals of the Signature Edition.


Upon completion of these two tasks I have been promised a callback or email to confirm:
a) If Play.com will be getting the Signature Edition.
If they will be able to fulfil my order.  (and your orders!!!)


I will let you know in due course!!  

FINALLY, lets hope we get these answers quickly, the game is coming out rather soon...

Great work on all your hard effort! If I paid my phone bills I would do it myself, but I think my boyfriend would lob my head off if he found out I was doing 30 minute calls to India. Lets hope news will come soon and that Bioware might try to do something too...

[Fuelreaver]

Sweet! Cheers Captain Crash your hard work is much appreciated. I hope after all this you can get your and the rest of us can get their orders fulfilled!

[Parandroid]

Thank you so much, Captain Crash! That was some great persistence on your part! ^^

[AkiKishi]

Zippy72 wrote...

So basically the escalation process is broken and won't cross the international divide between the outsourced call centre and the UK HQ. That's awesome. Ivory tower much. "oh no, we don't deal with actual costomers; they're well below our pay grade"

Play ship from Jersey for tax reasons.

[Oppopji]

BTW, this doesn't seem to be just a problem with the DA2 SE either - I know of at least one person who pre-ordered the CE of DNF from play.com and had that get cancelled (link)

[H1natachan]

Its just so dumb to ninja cancel right out of the blue for no reason, especially after ordering so damn early.

[mjharper]

Captain Crash wrote...

Folks I have a result!!!!! :happy:



I guess they realised they couldn't continue to fob me off so they contacted the UK office for me.  Took long enough!!!   Those people still don't want to talk to me but they have promised they will re-investigate the issue. 

They are querying with the buyer this afternoon in regards into stock.   The person I talked too wouldn't answer or confirm if the stock issues have occurred because of Play or because the buyer has pulled the order on the company. They also have somebody going to check the warehouse stock lists for current and future arrivals of the Signature Edition.


Upon completion of these two tasks I have been promised a callback or email to confirm:
a) If Play.com will be getting the Signature Edition.
If they will be able to fulfil my order.  (and your orders!!!)


I will let you know in due course!!  

Great! Many tanks for your perserverence 

[balthbunansa]

Captain Crash wrote...

Folks I have a result!!!!! :happy:



I guess they realised they couldn't continue to fob me off so they contacted the UK office for me.  Took long enough!!!   Those people still don't want to talk to me but they have promised they will re-investigate the issue. 

They are querying with the buyer this afternoon in regards into stock.   The person I talked too wouldn't answer or confirm if the stock issues have occurred because of Play or because the buyer has pulled the order on the company. They also have somebody going to check the warehouse stock lists for current and future arrivals of the Signature Edition.


Upon completion of these two tasks I have been promised a callback or email to confirm:
a) If Play.com will be getting the Signature Edition.
If they will be able to fulfil my order.  (and your orders!!!)


I will let you know in due course!!  

Well at least some good news, now hopefully they get back to you.

[Elerrina_7]

Dear everyone who had it cancelled. I got a call off the play Support Co ordinator today after emailing plays CEO. She said that the call center staff didnt understand how the signature edition offer worked and this led to the cancellations. She gave me her contact details and said i can foward them on to people who had their orders cancelled at play. She will try her best to resolve the issue but cannot make any guarantees.

Those who had their orders cancelled pm me so i can reply with her info so you can contact her

Modifié par Elerrina_7, 28 février 2011 - 05:44 .

[Fuelreaver]

So does this mean, the cancellations should stop from now?? Im hoping they will make sure everyone is informed of the situation now, to prevent any more problems.

I hope all you people who have had it cancelled get it sorted, since you have proof of the order and of the cancellation, im really hoping it should be all good.

Glad to see this situation looks to be on the way to getting resolved!

[Sefearion]

Cheers Crash