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Dragon Age 2 – Play.com woes #3
Roughly 15hours after the call yesterday where I was assured that everything was fine with the orders I received the following e-mail:
We are sorry that we have been unable to complete your order.
Unfortunately this item was only available in limited quantities and all
stock has now been sold. As it is unlikely that we will be able to offer
the item again in the near future we have cancelled the order. In the
unlikely event a charge has been made to your card a refund for the value
of the order will be processed within 5 working days.
Please accept our apologies for any inconvenience this may have caused you
and thank you for your patience and valued custom.
So after reading this I went: “WTF?”
Calling… again
So I called them once a-fucking-gain and asked to speak to the guy I spoke to before, Arvin Alerta. When I got him on the phone he asked what was up and I told him that I received a cancellation e-mail just an hour ago. He told me he’d go check it out and see what he could do for me and he’d call me back within 45-minutes. He made it sound like something’s just gone to shit on their end and he’d go after it and see what’s up, hopeful…ish. After 20-some minutes I received a call that Arvin was going to call within some minutes so I should keep my phone ready…. bit strange, but okay.
Being called back
When he called back (which I was actually surprised about him doing) he told me he had bad news, he called their suppliers to ask if they had or would have some extra copies but they told him there was no chance at that time. So… at that time? Of course they didn’t right now as nobody has any copies yet assumably. I just had to ask him how they can be cancelling orders if they don’t know how many copies they were getting or not and he told me they didn’t know how much they were getting. What the shit?
So after another 15 minutes of asking if there’s anything at all he can do at this point I convinced him to keep an eye on the item and keep me posted if he hears anything on how many items they’re getting and if not, I’ll simply call him next week to keep this going. It’s all so very weird that I frankly don’t know what the hell to do anymore, they don’t seem to know if they have supply or not so they’re just cancelling random orders?
After all this he still offered a coupon for FUTURE PURCHASES.
Play.com facepalm
Dragon Age 2 – Play.com woes
The problem at hand:
I ordered a copy of Dragon Age 2: Signature Edition on dec. 10 ’10 and ordered a copy for Bustedwitch on jan. 7th ’11.
I then received an e-mail quoted below (Only stripped the header and the footer):
We are writing to advise that your recent order(s) at www.play.com
requires further verification before we are able to dispatch.
240536632 – Dragon Age 2: Signature Edition
To verify your order please log into your account where you will be
presented with a ‘verify now’ option. We will hold your order(s) for a
further 24 hours. After this period the order will lapse.
So I logged into my account to verify since I certainly didn’t want to lose a copy; however…. there was no option to verify the order. Both orders had and have the status “Pre-ordered”.
Helpdesk employee #1
So not wanting my order to vanish; I acted. I was initially told that my order was cancelled and they wouldn’t be able to ship it. The reason for this being that they didn’t get stock. Bit weird but.. I decided to talk to bustedwitch about this and after some looking around; it became evident that people who ordered later still had their order. So their statement about this was a lie, since as they say they work with a first come – first serve basis.
Helpdesk employee #2
I then called them again with bustedwitch on skype so she could listen in and didn’t take no for an answer and when it became very noticable that the woman who I was talking to wasn’t going to tell me anything, she just kept repeating that they couldn’t ship the order. I demanded to speak to her manager/boss. She flat-out refused and told me this was not possible at all, so I told her I know that’s bullshit and I just wanted to speak to him/her, waiting for that was fine. So she gave in and put me through immediately.
Junior Manager
So I finally got through to A manager.. or that was the idea. This guy didn’t have any clue either and kept changing his story, telling me that they weren’t able to ship 1 copy, to being able to ship both without issue and also telling me that both were cancelled. So much for clarity. I even specifically asked him to tell what he DID know as he kept using “maybe’s” and similar terms. It amounted to more maybe’s so I wanted to speak to his boss. Again he just told me it’s impossible and that he could put me through to another manager on his level but I asked what more they could tell and… he kept quiet. So I told him to put me through to his boss.
Senior Manager
So after some more waiting I actually spoke to a brit, a clear line and good english compared to the indian-outsourced-callcenter that I had to deal with before. Certainly a lot more promising. I spoke to him explaining the situation and I even had to explain why the item was no longer available in the shop, he didn’t know how limited editions worked for games. So after clearing that up I asked him what his take was; he was rather confused by the e-mail I mentioned and I sent it to him. He then agreed that the order should indeed be ready to dispatch and I should get both copies, if they get stock. I then mentioned that people from BioWare have publicly stated that there is no problem shipping Signature Editions to Europe and that play will have no problem with the stock they’re receiving.
After I told him this he agreed to contact their contacts about this directly. I however pointed out that I’ll have no way of telling he did and wanted to speak to him the following day after he’d done so and he will tell me more then. I got a direct number and his name to not have to deal with the india-outsourcing employees again. I am somewhat hopeful that he’ll manage to do something, but in reality; there’s no reason for this.
Sidenote: This guy tried to get me to back off with a coupon.