498 réponses à ce sujet

[Elerrina_7]

Well its very hard not to get angry at their staff. Calling them they obvioulsy didnt care and just had that tone of voice that was like yeh we're not gonna do anything.

I know its not their fault but they could at least show some degree of empathy rather than acting like ****s

[Aesieru]

Wouldn't it be more prudent to send it to the Chief Operating Officer or something, not the CEO?

[H1natachan]

Furtled wrote...

The Chief Executive of play.com is John Perkins, you can email him directly at john.perkins@play.com depending which country he's in he'll be obliged to respond to your complaint within a certain timeframe and resolve the sitution in a slightly longer timeframe.

For best results though stick to the facts and keep it POLITE - ranting, swearing, demanding things etc. is the fastest way not to get things resolved. State the problem, state what you want done to fix it and sign off.

Don't call/email play and go off at their staff, they're people just like you and don't deserve to be yelled at or abused, plus like others said, they have no control over a large companys ability to stock an item.

Good luck guys.

  That post is pure gold.
10 internets to you Furtled

[Captain Crash]

Elerrina_7 wrote...

Well its very hard not to get angry at their staff. Calling them they obvioulsy didnt care and just had that tone of voice that was like yeh we're not gonna do anything.
I know its not their fault but they could at least show some degree of empathy rather than acting like ****s

Very true, they need to be accomodating too which is sometimes very difficult depending on who you speak too. Which hasnt been the case in these circumstances.

Aesieru wrote...

Wouldn't it be more prudent to send it to the Chief Operating Officer or something, not the CEO?

When I worked for Marks and Spencer any email/mail or phone calls wanting to speak directly to the CEO was a priority call  (still is if anyone has an M&S complaint)  Its sent to a dedicated team who resolve the issue as quickly and efficiently as possible.   Not all busnesses practice this of course, but everyone is aware wanting to speak to the top dog often means you have a serious complaint.

[Achromatis]

Really if all you get is a "Out of stock" response when they cancel a deal on you without notice then I would never use that service again.



Not to hate on the clerks but if all theyre told or trained to do is blow people off then thats definitely poor business practice and the company doesnt deserve your money.

[Elerrina_7]

They were terrible when i called. I said i preordered before the deadline so why has it been cancelled im entitled to my game. "the item is discontinued and we wont be getting any more" or some variant of that. It made me want to punch people ^^

[GulfWarVet]

How can they run out of stock??



The deadline was 11th Jan to order the SE. That gives EA/BIOWARE a full month to get the orders back and calculate totals per system before they announce Gold Status, IE the game is finished and off to be pressed. Usually one month before release date.



The deal was order before Jan11 and you will be automatically upgraded to the SE. There was no limit on the number of units per system and if I was Bioware I'd be speaking to the Lawyers right now as I can see some damage control coming there way.



Hell Bioware even posted on these forums more than once what the deal was. A free upgrade if you order before Jan11th.



Play may have been complaince in not notifying people better but the fault lies squarely at EA as the publisher and Bioware as the maker for not holding up there end of the deal.



I've got a feeling that the game went to press before the deal ran out and they underestimated how many discs to press for the SE. This only becomes an issue though if some of the SE DLC is on the disc and not redeem code in box. If the DLC is all code then just send extra codes!!



I have messaged a contact at EA UK and I'll see if he replies.



I have the PS3 version on order so it must be a 360 issue. Why that is I don't know.

[Elerrina_7]

Nah not just 360, people who ordered pc versions have had theirs cancelled too

[H1natachan]

Elerrina_7 wrote...

Nah not just 360, people who ordered pc versions have had theirs cancelled too

Pc versions would be ok i wouldve thought ?  as consoles are slightly more popular etc

[Elerrina_7]

Well dragon age was mostly a pc game before wasnt it, hence all the "its been dumbed down for consoles" threads recently ^^

[H1natachan]

GulfWarVet wrote...

How can they run out of stock??

The deadline was 11th Jan to order the SE. That gives EA/BIOWARE a full month to get the orders back and calculate totals per system before they announce Gold Status, IE the game is finished and off to be pressed. Usually one month before release date.

The deal was order before Jan11 and you will be automatically upgraded to the SE. There was no limit on the number of units per system and if I was Bioware I'd be speaking to the Lawyers right now as I can see some damage control coming there way.

Hell Bioware even posted on these forums more than once what the deal was. A free upgrade if you order before Jan11th.

Play may have been complaince in not notifying people better but the fault lies squarely at EA as the publisher and Bioware as the maker for not holding up there end of the deal.

I've got a feeling that the game went to press before the deal ran out and they underestimated how many discs to press for the SE. This only becomes an issue though if some of the SE DLC is on the disc and not redeem code in box. If the DLC is all code then just send extra codes!!

I have messaged a contact at EA UK and I'll see if he replies.

I have the PS3 version on order so it must be a 360 issue. Why that is I don't know.

Throws this post at play.com  lol:innocent:

[STARSBarry]

Yeah got my reply from play.com about the preorder.... what they said is they bassicaly dont know but however bioware will

yo bioware can you tell me if I will get the ashes amulet with my signature edition from play.com?Since the people who work there aprently dont know but tell me you do.

yeah.... did play.com get bought out by like.... some other company or something... did there managment all change? What happend to the company I knew like 3 months ago?

Modifié par STARSBarry, 26 février 2011 - 11:48 .

[Sinistas]

Sucks to read that so many people are getting shafted. Hope it works out for you all.

[Captain Crash]

STARSBarry wrote...

yo bioware can you tell me if I will get the ashes amulet with my signature edition from play.com?Since the people who work there aprently dont know but tell me you do.

yeah.... did play.com get bought out by like.... some other company or something... did there managment all change? What happend to the company I knew like 3 months ago?

My post on the previous page answers that for you stars 

" CUSTOMERS WHO ORDER ONLINE WILL BE SENT THE CODE VIA EMAIL ONCE THE PRODUCT RELEASES"

It works for pre-orders and the Sig Edition.  So Play will email you the code just before release or on the day.  If you havent recieved it after a couple of days email them to get it.    Shocking the customer service staff don't even know that!!  


Whats happening to Play indeed!!!

[Captain Crash]

I just got a reply to my email from play in regards to my 15th October Preorder. Did they answer my questions? No. Did I get a fobbed off reply? No.

THEY CANCELLED MY PREORDER!!!

So for a concerned enquiry they decided to send me back this!!!! 5 months ordered and they do this to me a few days before release !!!

WHAT!!!!!

__________________________

Dear ...

We are writing in regards to your recent order for Dragon Age 2: Signature
Edition.

We have been advised that this item has been removed from sale and
therefore it is with regret that we are unable to fulfil your order. Your
outstanding order for this item has been cancelled - please note that your
card has not been charged.

Please accept our apologies for any inconvenience caused in this matter
and we would like to thank you for your patience and valued custom.

Kind Regards

Play.com

Modifié par Captain Crash, 27 février 2011 - 11:51 .

[Lucy Glitter]

 To all the people stuck in this pre order hell;

Give them hell. They deserve it. Seeming pre orders mean in game DLC and signature edition. They cost you a lot. Make them do something 

Modifié par Lucy_Glitter, 27 février 2011 - 11:54 .

[H1natachan]

Captain Crash wrote...

I just got a reply to my email from play in regards to my 15th October Preorder. Did they answer my questions? No. Did I get a fobbed off reply? No.

THEY CANCELLED MY PREORDER!!!

So for a concerned enquiry they decided to send me back this!!!! 5 months ordered and they do this to me a few days before release !!!

WHAT!!!!!

__________________________

Dear ...

We are writing in regards to your recent order for Dragon Age 2: Signature
Edition.

We have been advised that this item has been removed from sale and
therefore it is with regret that we are unable to fulfil your order. Your
outstanding order for this item has been cancelled - please note that your
card has not been charged.

Please accept our apologies for any inconvenience caused in this matter
and we would like to thank you for your patience and valued custom.

Kind Regards

Play.com

I feel your pain that is exactly what happened with me, i emailed them asking about the date that play.com would have then instock to ship and i got same reply you did.

Your order was for pc version yes ?

Modifié par H1natachan, 27 février 2011 - 12:14 .

[Jenova65]

Play.com are rapidly going to lose custom. I didn't pre order my signature edition from there. I have 4 copies ordered from Gamestation and *so far* no problems to report............
BUT I did pre order some time ago two Living Dead dolls for my son and his GF as Christmas gifts. They kept delaying the release date and the last time I checked they were due for release in June, however they were released early and Play never contacted me to warn me (Amazon would have done) It was inconvenient the money going out without warning and they offered no valid reason for not contacting me other than it isn't their policy to keep customers updated that way - Funny, cos Amazon can manage it, so can Gamestation and every other internet store I buy from. Play have no excuse for this, they are a very large and very well established company and they have lost my custom.
I would take Lucy_Glitter's suggestion and complain en masse, maybe even organise a specific time when everyone who has had the cancellation sends a mail so that there are a lot at once, link to the SN for details of what the signature edition *means* and demand action. Compose an email and everyone send the exact same email (maybe let the press know. or even contact Watchdog) They can ignore one mail/one customer, they can't ignore several

[mjharper]

Captain Crash wrote...

I just got a reply to my email from play in regards to my 15th October Preorder. Did they answer my questions? No. Did I get a fobbed off reply? No.

THEY CANCELLED MY PREORDER!!!

So for a concerned enquiry they decided to send me back this!!!! 5 months ordered and they do this to me a few days before release !!!

WHAT!!!!!

__________________________

Dear ...

We are writing in regards to your recent order for Dragon Age 2: Signature
Edition.

We have been advised that this item has been removed from sale and
therefore it is with regret that we are unable to fulfil your order. Your
outstanding order for this item has been cancelled - please note that your
card has not been charged.

Please accept our apologies for any inconvenience caused in this matter
and we would like to thank you for your patience and valued custom.

Kind Regards

Play.com

This is taking the P|$$. What is wrong with these people?

[Captain Crash]

xbox 360

Sundays not a good day to call up, usually a skeleton staff and no one who can make a decent decision. Come Monday though!! At least I have 24 hours to cool down. If I rang them now its not going to end well for anyone!!

[mjharper]

Jenova65 wrote...
I would take Lucy_Glitter's suggestion and complain en masse, maybe even organise a specific time when everyone who has had the cancellation sends a mail so that there are a lot at once, link to the SN for details of what the signature edition *means* and demand action. Compose an email and everyone send the exact same email (maybe let the press know. or even contact Watchdog) They can ignore one mail/one customer, they can't ignore several

At the moment I'm hopeful that Chris will get back to us with something...

[EnforcerGREG]

Captain Crash wrote...

I just got a reply to my email from play in regards to my 15th October Preorder. Did they answer my questions? No. Did I get a fobbed off reply? No.

THEY CANCELLED MY PREORDER!!!

So for a concerned enquiry they decided to send me back this!!!! 5 months ordered and they do this to me a few days before release !!!

WHAT!!!!!

__________________________

Dear ...

We are writing in regards to your recent order for Dragon Age 2: Signature
Edition.

We have been advised that this item has been removed from sale and
therefore it is with regret that we are unable to fulfil your order. Your
outstanding order for this item has been cancelled - please note that your
card has not been charged.

Please accept our apologies for any inconvenience caused in this matter
and we would like to thank you for your patience and valued custom.

Kind Regards

Play.com

Basically what happnened to me exept I emailed them asking about the amulet of ashes then this letter appears. If you don't delete your order they'll eventually fo it for you.

[Silver Direwolf]

Wait, so Play email some people, telling them they've cancelled their preorders.

Then when people who still have their order "valid" email them to ask about the state of the preorder, they then cancel it?

So have Play essentiall cancelled ALL the SE preorders, they just haven't informed everyone?

Also, where are all the SEs that were supposedly made for the people that ordered with Play and got cancelled? Surely they must exist and can still be sent to Play

[H1natachan]

Clearly there's a few play.com staff that need to step into my office ' coz they're ****ing fired '
They were a reliable company once and i really wonder where it all went wrong.
If i were Bioware/EA i'd put a block on dealing with mickey mouse companies such as play.com.

Somehow i think that play.com were never on the list of retailers to receive signature edition at all, and so the passing the buck game will begin with play.com blaming distribution and distribution blaming play.com and nobody will hold their hands up and make ammends.

Modifié par H1natachan, 27 février 2011 - 12:31 .

[Captain Crash]

This is the original email I sent them.

Does what I sent warrant such an atrocious email they sent me back?!!! Its sick to be sent that email after you spend the best part of 40 minutes writing an email trying to help them out as much as me!!

Seven years of being a customer and I get treated like the crap off a bottom of a shoe!!!

Hello,

Please can you confirm that my pre-order for Dragon Age 2: Signature Edition (Xbox 360) is still arriving as planned

I had the game pre-ordered since 15th October 2010 and have been a long standing customer with yourselves. Your customer service is brilliant and actually feel proud to tell people I shop with you.

However for the first time I have felt concerned regarding an order I have with you. Its become very apparent that you have more orders for the Signature Edition then you have the product itself. I frequently visit Biowares online forums (the game makers) and its upsetting to see threads keep popping up attacking Play.com due to failed orders.


http://social.biowar...1/index/6213220
http://social.biowar...1/index/5949012
http://social.biowar...1/index/5749932
http://social.biowar...1/index/6046047

These are just four of the threads that keep cropping up and as you can see its shedding a really bad light on you guys! These forums arn't small as you can tell and its reaching a worldwide audience. In fact in one of those threads I jumped right in and defended you and I quote:

"Plays customer service is usually top notch so I agree with marsh there. Give them a call and they will help you out. Unless it is impossible they tend to bend over backwards to help you. I been a customer with them for seven years and if things go wrong they have gone out there way to help me. Thats why I keep going back. Its not often you hear things go wrong with them so I was sad to hear about all the unfulfilled signature promises. I've had mine pre-ordered since 15th October so I wont get one of those emails. If I did it would be a huge insult."


Unfortunately I found it virtually impossible to keep this up, especially when there is a doubt in my mind that I too may receive one of those emails saying my pre-order has been cancelled. I actually feel really bad that I am emailing you with a voice of concern. Its something I never thought I would have to do!!

People are quick to complain and never too compliment or defend a company so I do hope you take this email seriously. But more importantly can you put a concerned customers mind at rest and guarantee me my pre-order?

Best Regards

Modifié par Captain Crash, 27 février 2011 - 12:28 .