498 réponses à ce sujet

[Silver Direwolf]

Actually, could it simply be some silly misunderstanding of the idea of the SE by Play that is causing all the problems?

As in, they see "Oh, this product was discontinued on the 11th of January, therefore we must cancel the orders for it"

I'm not sure why that would be the case, but otherwise I can't really understand it

[mjharper]

Captain Crash wrote...

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

That was a good email. And your only response is a generic cancellation?

"If I did it would be a huge insult" 

[mjharper]

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

That's clearly the worry for everybody who ordered with Play and hasn't yet had the order cancelled. To be honest, I think we're all screwed on this one.

[Captain Crash]

mjharper wrote...

That was a good email. And your only response is a generic cancellation?

"If I did it would be a huge insult" 

Yep reply was a generic cancellation!  After writing all that!!!

Not only is it a huge insult now but possible the worst example of customer service I have witnessed. Im actually more shocked then angry at the moment!!!

[H1natachan]

Meh i placed my order well in advance 19/10/10 - it was well before the so called cut off date and yes it was for the xbox360 version.
They sure went about it the right way to make sure that i never ever use play.com anymore, and i've yet to get a reply to my latest email to them. Though its highly probable i'll get the standard bs auto mail.

Seemingly play.com customer service is non existant.

Modifié par H1natachan, 27 février 2011 - 12:41 .

[Silver Direwolf]

mjharper wrote...

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

That's clearly the worry for everybody who ordered with Play and hasn't yet had the order cancelled. To be honest, I think we're all screwed on this one.

It is starting to look that way. As if it was that they had a few too many orders and cancelled some, then I'd expect others whose orders appear to still be intact to be getting it. But seeing as if you ask them anything about the SE, they just inform you it has been cancelled, it's not looking good. It indicates to me that they might give no one a SE.

The last time I checked mine, I think yesterday, it still said it was "Preordered", so I guess I'll check again soon. Though it looks like having it down as preordered means nothing atm.

While the idea of the SE was a nice bonus for their fans who preordered early, it doesn't seem to work in practice. As such, I hope Bioware don't use a similar technique in the future. I'd prefer to be garuenteed a more expensive CE (hopefully with some physical bonus goodies) than to be jerked around by the likes of Play.com.

Modifié par Silver Direwolf, 27 février 2011 - 12:42 .

[ShadowTelik]

Just curious here, the people that have had their pre order cancelled where are most of you from, like UK or US? only askin to see if this problem may be linked to the amazon.co.uk only selling the american SE for ps3.

[Parandroid]

So they're basically cancelling the preorders of everyone who dares to inquire about anything?! This is insane!

[Poison Apple]

Silver Direwolf wrote...

mjharper wrote...

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

That's clearly the worry for everybody who ordered with Play and hasn't yet had the order cancelled. To be honest, I think we're all screwed on this one.

It is starting to look that way. As if it was that they had a few too many orders and cancelled some, then I'd expect others whose orders appear to still be intact to be getting it. But seeing as if you ask them anything about the SE, they just inform you it has been cancelled.

I think it's important someone should bring this up to the devs again - especially now it seems to be happening to everyone. This is getting way out of hand.

...and I don't wany my order to be cancelled 

[Captain Crash]

Parandroid wrote...

So they're basically cancelling the preorders of everyone who dares to inquire about anything?! This is insane!

I know!!!   I mean I just cant make sense of how they thought it was a good idea to send me that?!!  Are they nuts??!! I worked in retail and no one would dare send that!!  A normal human being cant think its a good idea to send that!!!


Well I just went back onto there hompage and thought I better create a new logo for them.  Just so people know what they are getting

[Jenova65]

mjharper wrote...

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...

Ah, well it was just a thought  I understood that BioWare say they can't do anything.............
Anyways it isn't over til release so let's hope someone somewhere takes responsibility. Even if BioWare contact Play and give them hell, saying we promised our customers this, you had plenty of time to advise your suppliers of how many pre orders were required, this is your error, not ours at least have the decency to own up.

[H1natachan]

Tbh i'm more angry that they left it so damn long before informing me, i couldve at least made other arrangements but unfortunately they left it far too late for me to do anything.
Expect to be getting normal version plus shelling out for the other things that i wouldve looked forward to getting with the signature edition.

haha love the new logo Captain_Crash 

Modifié par H1natachan, 27 février 2011 - 12:50 .

[Slayer299]

Just a thought and I haven't read through the 9 pages, only the first two and last, but has anyone tried e/m'g BW/EA about this? Not just to complain about Play.com, but to tell them about the BS Play has pulled with all the pre-orders? And also, why not ask if EA/BW can honor an upgrade to the SE for everyone who has proof of the pre-order.

Just my 2 cents

[H1natachan]

yes Elerinna_7 spoke to Chris

[Slayer299]

No reply yet I take it? Hopefully he's able to give some good news.

[Parandroid]

This probably means we won't get any valid information out of play (about whether they cancelled everyones preorder), because contacting them apparently equals cancellation. I thought about mailing them today, but now I really don't dare to. Frak. I wish someone from BW or EA could get in direct contact with them...

[H1natachan]

As far as i know Chris is looking into it.

In any event that this mess is solved i refuse to deal with play.com ever again.

Modifié par H1natachan, 27 février 2011 - 01:01 .

[Captain Crash]

H1natachan wrote...

As far as i know Chris is looking into it.

I sent Chris a follow up PM just so hes aware of how big an issue this is getting!

[MortalEngines]

 While I think it's terrible that those who have ordered have had their preorders cancelled by play.com, I think those who still have their orders in tack are jumping a bit to conclusions. I myself have ordered from Play.com as well (yet to be cancelled) but I believe that when they send you the out of stock email if you enquire about it (but don't have your order cancelled) it's because they don't understand your enquiry. 

Basically, the email they send you back is saying "You can't order SE because it's now out of stock". It's not saying "Your order is cancelled due to stock now", it's saying that if you want to order now, it's out of stock (well technically discontinued after 11th). It just the terminology they use, for instance if you click on dragon age SE on your pre-order menu it says 

"Dragon Age 2: Signature Edition has now sold out"

Doesn't mean you won't get YOUR order, it means you can't order now get it. The reason they use that reply is most likely because the people who answer the emails at customer support have no idea about the SE edition.

I believe Play.com was listed as a recommended retailer on the DA2 site when SE was out anyway, so technically if they did cancel all orders it would be on Bioware's head.

Modifié par MortalEngines, 27 février 2011 - 01:06 .

[Captain Crash]

MortalEngines wrote...

Doesn't mean you won't get YOUR order, it means if you order now get it. The reason they use that reply is most likely because the people who answer the emails at customer support have no idea about the SE edition.

Nope it means I dont get my order because its been erased off my Play.com account.  Theres nothing there anymore

[MortalEngines]

Captain Crash wrote...

MortalEngines wrote...

Doesn't mean you won't get YOUR order, it means if you order now get it. The reason they use that reply is most likely because the people who answer the emails at customer support have no idea about the SE edition.

Nope it means I dont get my order because its been erased off my Play.com account.  Theres nothing there anymore

I meant if you were inquirying and your order has yet to be cancelled. Unless your telling me you sent the email and THEN it was cancelled?

[AbsolutGrndZer0]

From the email Captain Crash got, it sounds like the Signature Edition was canceled by EA, which isn't the case... Luckily I ordered from Gamestop, but I feel for you guys...

[CosmicTony]

 I am sorry I couldn't read all the pages so I may just echo what someone else has said; The terms technically have to be honoured.
I don't remember the exact wording, but I thought the thing was the signature edition was not given the terms - "Subject to availability" or "While stocks last", it was order before a date - get the Sig Edition? Am I wrong?

At the very least, all the associated DLC MUST be free to the pre-order customers even though they cannot get the box that says Signature Edition.

I believe that EB Games Australia puts terms on all there orders to cover themselves, but theres obligatory cover and then there is shafting people. Play.com essentially BLOCKED customers from going elsewhere to get stock in time for the freebie cut off. It could be argued its anti-competative behaviour? Made worse by the fact that the Signature Edition is not available anywhere as a more expensive Collectors Edition.

I feel for the people affected by this as you can probably tell, here I thought I had concerns just making sure all the codes were in the box when I get it here in Australia.

[H1natachan]

Taken from my order history page
ORDER DATE - 19/10/2010
Cancelled: 25/02/2011

My copy no longer exists either LMAO. Seriously, anyone with half a brain only had to look at the original order date to see that i made my pre-order in good time.

Modifié par H1natachan, 27 février 2011 - 01:15 .

[CosmicTony]

Edit
whacky double post action? Sorry.

Modifié par MaxBendu2, 27 février 2011 - 01:14 .