498 réponses à ce sujet

[Silver Direwolf]

Awesome news!

Hope everyone whose order was cancelled gets the situation resolved. Hopefully they give you a store credit bonus or something for the inconvenience

Also hopefully my order is still ok

Maybe the first post should be updated with the new information?

[Captain Crash]

 I have a final answer people!!  [smilie]http://social.bioware.com/images/forum/emoticons/happy.png[/smilie]


It has been a communication breakdown and Play are looking to resolve the situation. The orders for the Signature Edition shouldnt be getting cancelled and their team at head office is as we speak correcting the issue.   Someone (as some of us suspected)  is seeing the product listed as "cancelled" or "sold out" and is taking them off the system.


I will keep you updated with my progress


EDIT: See OP for more details!!

Modifié par Captain Crash, 28 février 2011 - 06:16 .

[Furtled]

Captain Crash wrote...

Brilliant,  thanks Furtled. This will be a great help to a number of people on this thread.  Even if it doesnt go to him directly it will go to an experienced and dedicated customer serice team who go beyond what usually expected.

Welcome - benefits of a brief stint in customer services :happy:

[Furtled]

H1natachan wrote...

  That post is pure gold.
10 internets to you Furtled

yay! Internets!

[AbsolutGrndZer0]

That's awesome! I ordered from Gamestop, but I've been following this thread anyway, so it's good to hear that you guys might get your SE's after all!

[Parandroid]

Hooray for good news!

[gunnerkite1985]

that good to know... faith in play restored. glad they are caring about their customers, although it's a bit strange how random the removals were, not from any specific date and only, for the most part, from xbox.

[Fuelreaver]

This is finally starting to look up.

One thing is for sure, Play really need to work on their internal, and external communications...

Such a silly misunderstanding causing so many problems.

[AbsolutGrndZer0]

gunnerkite1985 wrote...

that good to know... faith in play restored. glad they are caring about their customers, although it's a bit strange how random the removals were, not from any specific date and only, for the most part, from xbox.

The person that noticed the "sold out" thing must have seen the Xbox page and just started canceling from there.

[Elerrina_7]

People who contacted them regarding their order had it cancelled, so if you drew attention to it that was what caused it lol

[Fuelreaver]

Elerrina_7 wrote...

People who contacted them regarding their order had it cancelled, so if you drew attention to it that was what caused it lol

BUT not everyone who contacted, so it seems it depends on who saw your email.

[Elerrina_7]

Yus, true true. I still dont understand though how the staff werent aware of the offer and what not in the first place. Rather large lack of communication there.

[Sefearion]

I just rang play.com today. All I can say is unbelievable, un-be-f%*@ing-lievable.

Short Version: I won't be getting my Dragon Age 2: Signature Edition. I won't be getting this game anytime soon.

Picture the scene, I'm on the phone to the customer service and the very SECOND I said "Dragon Age 2", the lady I was talking to changed her tone instantly and she became defensive. I asked a simple question, "Will I be receiving my copy of Dragon Age 2: Signature Edition -PC-?"

To which she responds with, "We've had a problem with this product from other customers as well and I regret to inform you that you will not be receiving your copy because we are out of stock"

I am left dumbfounded as to how a product which hasn't even hit the shelves can be "Out Of Stock". She then continues to say that "The Signature Edition will be delivered on a first come first serve basis".

I Pre-ordered the damn game on 25.10.10, about a week and a half after it was made available. Now, I can understand if there was a MASSIVE demand for this Signature Edition and all the available copies were snapped up before I had a chance to place my order and I was simply too late, that's fair game right? Then you mind explaining to me WHY THE SIGNATURE EDITION WAS STILL AVAILABLE FOR SEVERAL MONTHS AFTER THE THEY SUPPOSEDLY.....Ran out of stock?

I asked them, "if I won't be receiving my copy why have I not been informed about this? Why have I not received an E-mail informing me that my order has been cancelled?". Why is that I discover I've been screwed over after reading about this on the official forums?"

If I didn't visit these boards I would've have waited until March 11th having no idea I would not be receiving my copy of the Signature Edition. This lady then informs me, "You have not received a cancellation E-mail because you have not cancelled the purchase of this product". Say what? Come again Mon Frére? So apparently I would only receive the E-mail of cancellation if I....cancel the product myself? Call me crazy but shouldn't play.com have informed me that my product won't be shipped because it was "Out of stock"?. Instead they do nothing, wait till it gets to the release date and wait for ME to call them.

I now fully understand why people are frustrated. I'll be taking a pass from this game because this is complete and utter bull****. Play.com can go screw themselves and hope Bioware refrain from recommending these toffs as an option for purchasing their future products.

Total disgrace. To everyone who is set to get their copies I tip my hat off to you and your fortune and to those in the same boat as me I hope you find a solution. As for me, I'll set my eyes on another game.

Modifié par Sefearion, 28 février 2011 - 06:30 .

[H1natachan]

Elerrina_7 wrote...

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

Big Thanks for the info

Huge Thank you 's for Elerinna_7 and Captain_Crash :wizard::wizard::wizard:

Modifié par H1natachan, 28 février 2011 - 06:44 .

[WiblishWaffles]

It's good to see things looking up for those that lost their SE, hopefully you will get it back or at least something to compensate.Play really need to work on training thier staff if they can mess such a simple thing.

I'm still going to be checking my account until the game actually arrives.

[Fuelreaver]

Check the other posts in the thread sef, we have has a significant breakthrough!

WiblishWaffles wrote...

It's good to see things looking up
for those that lost their SE, hopefully you will get it back or at
least something to compensate.Play really need to work on training thier
staff if they can mess such a simple thing.

I'm still going to be checking my account until the game actually arrives.

Untill i have my copy unwrapped and in my hands i will be very uneasy now...

Modifié par Fuelreaver, 28 février 2011 - 06:33 .

[balthbunansa]

Something tells me its time to pull workers off the phone or send out information to inform their workers on what is going on, especially after sefearion's post.

[Fuelreaver]

a company wide (re)breifing is in order it seems.... --__--

[WiblishWaffles]

Fuelreaver wrote...

Check the other posts in the thread sef, we have has a significant breakthrough!

WiblishWaffles wrote...

It's good to see things looking up
for those that lost their SE, hopefully you will get it back or at
least something to compensate.Play really need to work on training thier
staff if they can mess such a simple thing.

I'm still going to be checking my account until the game actually arrives.

Untill i have my copy unwrapped and in my hands i will be very uneasy now...

Same here, It seems that if you contact Play in anyway they take it as your order has been cancelled and you're complaining rather than asking if your still going to get it your original order, I think the play staff simply don't get how the promotion worked.
The problem I have is that Bioware recommended Play for UK buyers. I think the people who lost on their SE should get the codes for all the DLC from Bioware free of charge.

[Fuelreaver]

absolutely, they should definitely not have to miss out. Over a stupid miss communications issue.

Especially after working so hard, and potentially saving the rest ofus from a similiar problem.

[MortalEngines]

Captain Crash wrote...

 I have a final answer people!!  [smilie]http://social.bioware.com/images/forum/emoticons/happy.png[/smilie]


It has been a communication breakdown and Play are looking to resolve the situation. The orders for the Signature Edition shouldnt be getting cancelled and their team at head office is as we speak correcting the issue.   Someone (as some of us suspected)  is seeing the product listed as "cancelled" or "sold out" and is taking them off the system.


I will keep you updated with my progress


EDIT: See OP for more details!!

Great, great news all round seems that the issue, will *hopefully* be resolved, wow, to be honest though, I wish EA had attempted to help out more (maybe they did and we just don't know). Regardless, I won't rest easy till I have the copy in my hands like many others have said.

[mjharper]

Sefearion wrote...

I just rang play.com today. All I can say is unbelievable, un-be-f%*@ing-lievable.

Short Version: I won't be getting my Dragon Age 2: Signature Edition. I won't be getting this game anytime soon.

Picture the scene, I'm on the phone to the customer service and the very SECOND I said "Dragon Age 2", the lady I was talking to changed her tone instantly and she became defensive. I asked a simple question, "Will I be receiving my copy of Dragon Age 2: Signature Edition -PC-?"

To which she responds with, "We've had a problem with this product from other customers as well and I regret to inform you that you will not be receiving your copy because we are out of stock"

I am left dumbfounded as to how a product which hasn't even hit the shelves can be "Out Of Stock". She then continues to say that "The Signature Edition will be delivered on a first come first serve basis".

I Pre-ordered the damn game on 25.10.10, about a week and a half after it was made available. Now, I can understand if there was a MASSIVE demand for this Signature Edition and all the available copies were snapped up before I had a chance to place my order and I was simply too late, that's fair game right? Then you mind explaining to me WHY THE SIGNATURE EDITION WAS STILL AVAILABLE FOR SEVERAL MONTHS AFTER THE THEY SUPPOSEDLY.....Ran out of stock?

I asked them, "if I won't be receiving my copy why have I not been informed about this? Why have I not received an E-mail informing me that my order has been cancelled?". Why is that I discover I've been screwed over after reading about this on the official forums?"

If I didn't visit these boards I would've have waited until March 11th having no idea I would not be receiving my copy of the Signature Edition. This lady then informs me, "You have not received a cancellation E-mail because you have not cancelled the purchase of this product". Say what? Come again Mon Frére? So apparently I would only receive the E-mail of cancellation if I....cancel the product myself? Call me crazy but shouldn't play.com have informed me that my product won't be shipped because it was "Out of stock"?. Instead they do nothing, wait till it gets to the release date and wait for ME to call them.

I now fully understand why people are frustrated. I'll be taking a pass from this game because this is complete and utter bull****. Play.com can go screw themselves and hope Bioware refrain from recommending these toffs as an option for purchasing their future products.

Total disgrace. To everyone who is set to get their copies I tip my hat off to you and your fortune and to those in the same boat as me I hope you find a solution. As for me, I'll set my eyes on another game.

Holy smeg, that's bad. And just as we were getting our hopes up about the problem being solved... 

[BigJas]

Good work to all those who persisted.

Sefearion, maybe the troops on the ground haven't all been briefed on the issue yet. Here's hoping all goes well for you lot.

Modifié par BigJas, 28 février 2011 - 06:47 .

[Elerrina_7]

Nono dont get the wrong impression mj. He spoke to the call center staff which dont understand the workings of the SE, they just see it as out of stock or not on their website so say they cant complete the order. The misunderstanding is what led to the problem, i pmd Sef the contact details so hopefully he can get it sorted now too