Glad to see that you guys are enjoying Dragonflight so far. I’ve contacted Blizzard’s Customer Support team FIVE time now, three times I’ve reached the European team and twice the NA Customer Service.
I placed an order for the physical Dragonflight Collector’s Edition, payment went through, got an order number and confirmation e-mail, then nothing since. When I contacted CS the first time on Nov. 15th, I was told that they’ve escalated the issue and will get back to me. This occurred another two times until I finally reached the NA CS over the phone on the 28th.
What I’ve then confirmed is that the order was marked as “cancelled” in their system and hence why it was never shipped. I’ve never requested the order to be cancelled, no update was ever sent to me, no one ever contacted me regarding an issue with the order and till this day the order still shows on my end with the status Unfulfilled. It has already been three days since launch and I still can’t play Dragonflight as a result. And because of this I’ve also missed pre-patch access and the pre-order rewards.
Now here’s the frustrating part. Blizzard had starting from the order date to address any issues, they didn’t. And no one in the CS office seems to have any authority over this issue. All they can do is forward the issue to the “distribution lead” or someone higher up. They all promise to “get back to you tomorrow”, which of course never happens. So this is where I’m currently stuck on.
This will likely be the first collector’s edition I’ll miss since Cataclysm. Blizzard has really been going downhill over the past few years. I suspect that with the recent merger with Microsoft, they care even less about their player base.
You mean the merger that hasn’t even gone through yet and looks like it isn’t going to? Also why are you contacting in game CS for an issue with the Gear Store, Blizzard doesn’t run the the gear store you would need to contact them to actually get assistance. There was a thread here for a couple weeks that had people that received their games and didn’t have a code, they were all taken care of by the Gear Store CS team. Blizzard can’t really assist you with this as they aren’t the one fulfilling the order.
As I’ve stated, the Gear Store CS has made it clear that they have no authority over the issue. All they can do is forward the issue.
As for “you would need to contact them to actually get assistance”, this occurred five times now and each time we’re back to square one. It’s not my responsibility to find out which team is tasked with which support issues, I’m not working at Blizzard. I’m merely posting about how I’ve purchased a product from Blizzard Entertainment and the absolute horrendous customer service I’ve experienced since for people to see.
This thread has people detailing what worked for them.
And I get that you feel you are getting the runaround, my point is… there is nothing Blizzard can do. They license the gear store, but they don’t have control over them.
Also what I’ve done as I’ve explained. The issue is that I have to power nor authority, so they can just keep responding with the same things and never respond back. I’m also aware that there are others, we’ve all tried, same responses or should I say lack of.
Yes and I’ve already called twice over the past few days. Every time the response is simply “I’ve forwarded this issue” “They’ll respond to you tomorrow”. Both of which I’ve not received any e-mail updates nor calls back so.
Just to note, if the Gear Store canceled your order, then that means that either your payment method balked at the order, or they ran out of product before they got to your order in the queue. The Gear Store would be the ONLY place that can tell you why as they are the only ones who can see into their order system and inventory.
It’s been impossible to get anyone from the gear store to give an answer on order status. I’ve been calling, emailing and online chat for three weeks with no actual answers. Zero of my emails have ever been responded to, chat is no longer answered and when you do get through on the phone all they will do is “escalate” the issue and still you never hear back. Honestly at this point blizzard needs to step in and do something or at least apologize for this entire mess. If you’re going to put your name on a company you need to stand behind the third party retailer you decided to contract with.
The order status is canceled. You weren’t charged for it and they closed your order out for one of the reasons I already listed. Once it is canceled, that is the finality of the order status.
That’s the thing, it isn’t. They’ve told me it shows as “cancelled” in their system only. On my end everything looks fine, the order is still there and it’s still pending. I was never refunded and the order was never officially cancelled. My bank shows that I’ve paid. They’re “trying” to figure out what is going on.
On a side note, with a limited edition item that you pre-order, you shouldn’t oversell beyond the actual quantity you have no?
With preorders there is always a chance that it will oversell. That happens with all kinds of limited edition pre-sales, it isn’t just Blizzard. The bottom line here though is that Blizzard really can’t do anything about this. They have no access to the Gear Store’s records.
Of course they can, because it’s their product and their brand that’s on the line here. When you have a third party selling YOUR products, you would want as less issues as possible.
It’s really the player base that can’t do anything because without help from Blizzard, the Blizzard Gear Store can simply choose to keep evading us and never address the problem.
