If you haven't received your key, please contact customer support via this link
There should be an option there for "Web Ticket Available 24/7" that you can click on. Then, under "Nature of Question" you can select Order Cancellation Request. Then select the product you want (Deck of Many Things is under the Game Rules category), plug in your information and your order number. While I am still awaiting a response on my ticket about my pending payment, my order cancellation was marked solved within a few hours.
If you haven't received your key, please contact customer support via this link
There still is no response from support on existing tickets and now there is a banner on that exact link saying: "During this time, we ask that customers do not submit any additional tickets".
So what are people meant to do? Just sit on their hands and hope that this all gets cleaned up nicely in a reasonable time? Surely there are actions WotC can take to quickly address this issue for people that are affected and then clean up the mess afterwards.
If you haven't received your key, please contact customer support via this link
There still is no response from support on existing tickets and now there is a banner on that exact link saying: "During this time, we ask that customers do not submit any additional tickets".
So what are people meant to do? Just sit on their hands and hope that this all gets cleaned up nicely in a reasonable time? Surely there are actions WotC can take to quickly address this issue for people that are affected and then clean up the mess afterwards.
Yes, once you have submitted your ticket all you can do is exercise patience while those with the power to do so work on resolving the issue as quickly as they can.
If you haven't received your key, please contact customer support via this link
There still is no response from support on existing tickets and now there is a banner on that exact link saying: "During this time, we ask that customers do not submit any additional tickets".
So what are people meant to do? Just sit on their hands and hope that this all gets cleaned up nicely in a reasonable time? Surely there are actions WotC can take to quickly address this issue for people that are affected and then clean up the mess afterwards.
Yes, once you have submitted your ticket all you can do is exercise patience while those with the power to do so work on resolving the issue as quickly as they can.
Just to clarify. Customers who have not submitted a ticket or who wish to enter a new order cancellation ticket are able to do so correct?
My duplicate order was canceled, but no word on the "Pending" one still. More than a week after I made my order now.
They really need to update their FAQ to have "Make a duplicate order" not be the recommended response for this issue. If not charging people when they make an order is a common enough problem to have in a FAQ then you should really shut down the store until you squash the bug.
"Maybe this one will be fulfilled and maybe the other one will never go through or maybe it will idk"
Having that as the official advice for such an issue is wild.
If you haven't received your key, please contact customer support via this link
There still is no response from support on existing tickets and now there is a banner on that exact link saying: "During this time, we ask that customers do not submit any additional tickets".
So what are people meant to do? Just sit on their hands and hope that this all gets cleaned up nicely in a reasonable time? Surely there are actions WotC can take to quickly address this issue for people that are affected and then clean up the mess afterwards.
Yes, once you have submitted your ticket all you can do is exercise patience while those with the power to do so work on resolving the issue as quickly as they can.
I am still unable to even file a ticket, for the reason I described above.
Please advise on how I should proceed. I still do not want to have to file a chargeback with my bank, but I am losing faith in DDB's willingness and/or ability to address this in a timely manner.
It is not fair to the consumers. The rug was pulled out from under us. We were provided information very late in the process that, if provided earlier, many of us would not have purchased in the first place. Some of us cannot even file tickets, and are being ignored when we repeatedly ask what we should do. Some of us have filed tickets, but are being provided no timeframe of resolution - and, in light of the whole picture, really no way to know for certain that satisfactory resolution is even forthcoming.
I filed a ticket and got an immediate (albeit automated) response yesterday. I did hope to get an actual unautomated response and so far nothing. However, it consisted of the following:
Thank you for contacting Wizards of the Coast customer support. In order to cancel your order, you will want to open your confirmation email and click the link that says "Debit Now" and this will open a page that will allow you to alter your order's information, including the shipping address and payment information as well as a button which enables you to cancel your order.
Unfortunately, we are unable to change or alter the quantity of your order once it has been placed. We apologize for any inconvenience this may cause. You can find more information regarding the Secret Lair sales on our Frequently Asked Questions Page.
Now, there is no "Debit Now" button in the email I received. And going into my Account Settings on the website I also see nothing like what is being described including the part about the "a button which enables you to cancel your order". Funnily, the only button of any kind I see of note is the UNLOCK THE ACTIVATION KEY one and well, we all know that goes nowhere helpful for those whose orders are still "Pending".
So either all of those directions are old and belong to a prior format the site once held or this is some sort of runaround tactic to perpetually lock people into things. Now I could delete my saved payment information and see if that does anything. After all, they haven't charged me yet so theoretically if the payment information isn't there then they can't. But if that would result in some sort of "owed" sum or what have you, I'd rather not kick that hornet's nest until I (hopefully) get some sort of indication from someone here that such is a fix we all can perhaps do to end this back and forth.
Yeah that describes the system that is supposed to be there. The same one SQRRL described that got them their key.
It seems that if you ordered early enough before the delay you got the correct email and/or just got the key as normal.
But those of us who ordered close enough or after the delay got the borked version no doubt caused by the hasty changes they made to accommodate the physical delay.
At this point most of us are just begging them to take our money and they can't figure out how to do it.
So, to summarize the last day or two of conversation here:
Those who bought the physical + digital bundle were supposed to have access by now. By and large they mostly do not, neither to the physical nor to the digital. Many of them have not been charged and at this point do not want to be charged, but would rather cancel their purchase. It seems that, whether through incompetence or through something more calculated on the part of the merchant, they cannot do so.
This group of people has the ability to file a ticket with the merchant, but these tickets are largely not being responded to or actioned on in a timely manner and from the customers' perspective we actually have little to no confirmation that any humans are even seeing many of them (yet, at least).
Those who bought the digital-only version also do not have access yet (and are not supposed to). These people have already been charged - but like the previous group of people, many of these people would also like to cancel their purchase because we now know the product is not going to be supported to the extent we had reasonable reason to expect (and therefore the usability of a digital-only copy will be curtailed). Similarly to the previous group, either through incompetence or through something more calculated, the merchant withheld communication regarding the lack of support until many people had already paid.
Unlike the previous group, this group has no means of filing a ticket, and repeated direct queries regarding what people in this group ought to do have been ignored.
Is this an accurate summary? If anyone has anything to add or change, I'm open to hearing it!
ETA: lmao, this was apparently my 50th forum post and thus I just earned a bunch of titles. That, uh, is a bit ironic, in my honest opinion. Not precisely how I'd have chosen to hit that milestone, had it been up to me.
If you haven't received your key, please contact customer support via this link
There should be an option there for "Web Ticket Available 24/7" that you can click on. Then, under "Nature of Question" you can select Order Cancellation Request. Then select the product you want (Deck of Many Things is under the Game Rules category), plug in your information and your order number. While I am still awaiting a response on my ticket about my pending payment, my order cancellation was marked solved within a few hours.
Yea did that on days one, two, and three they dont respond to me. just an automated reply.
Thank you for contacting Wizards of the Coast customer support. In order to cancel your order, you will want to open your confirmation email and click the link that says "Debit Now" and this will open a page that will allow you to alter your order's information, including the shipping address and payment information as well as a button which enables you to cancel your order.
Thank you for contacting Wizards of the Coast customer support. In order to cancel your order, you will want to open your confirmation email and click the link that says "Debit Now" and this will open a page that will allow you to alter your order's information, including the shipping address and payment information as well as a button which enables you to cancel your order.
Not one of my emails has this "Link".
Not sure which is worse: those of us who’re being ignored and cannot get anyone to acknowledge our situations at all, or those of us who are getting responses but those responses contain blatant falsehoods about things we can see with our own eyes.
This would be comical if it weren’t so infuriating.
Thank you for your continued patience as we work to address questions regarding the recently announced delay of The Deck of Many Things release. While we understand that you may have additional questions or concerns, our teams are currently working to provide the most up-to-date information as soon as possible. We apologize for any inconvenience or confusion this has caused.
Therefore there will be a slight delay in getting a direct response to your question or concern. We do not consider this resolved and we are very much looking forward to helping you as soon as possible. Thank you very much for your patience and understanding!
Wizards of the Coast | Customer Service
Latest response I have gotten to my ticket just fyi.
Thank you for contacting Wizards of the Coast customer support. In order to cancel your order, you will want to open your confirmation email and click the link that says "Debit Now" and this will open a page that will allow you to alter your order's information, including the shipping address and payment information as well as a button which enables you to cancel your order.
Not one of my emails has this "Link".
Debit now is found on your Order listing (Order history) on the DnDstore.
To top it off, I am having very similar issues (ordered the Digital/Physical Bundle, no activation key or anything received), and I've now placed a total of 5 support tickets over the last 2 days. I keep getting automated responses followed by the support ticket being labelled as "Solved" and closed. I also took the advice of the FAQ and now have 2 purchases pending to no avail, and not even any confirmation that I won't be billed twice, despite following what the FAQ said and placing another purchase after an order is left pending for over 4 hours (it had been 24 hours).
Don't do this; the system groups tickets submitted by the same person and places you in the support queue based on your most recent ticket. Every new ticket you submit bumps you down the line
If you have pre-ordered the Digital + Physical bundle only, you should have received a code to redeem to in order to access the book early. If you have not and have not already done so, you can submit a customer support ticket here.
Do not submit multiple tickets, this will push you down the support queue as tickets are grouped by the person who submitted them and queued based on most recent ticket. Tickets are processed in the order they are queued, from oldest to newest. If you have submitted a ticket, it will be responded to.*
If you have pre-ordered just the digital version, you will not have early access and you will not have to redeem a key.
I placed my ticket on Oct 31st at 11:45am and just yesterday finally got the automated message as a response. I just want to know what's going on. Why is it taking so long for them to just charge me?
Order digital+physical bundle before the deadline. Early access ends in 11 days and 24 minutes. Still have not received my activation code. Yup same as everybody else.
psgj
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I was able to pretty easily cancel my first order using the link that Davyd provided:
There should be an option there for "Web Ticket Available 24/7" that you can click on. Then, under "Nature of Question" you can select Order Cancellation Request. Then select the product you want (Deck of Many Things is under the Game Rules category), plug in your information and your order number. While I am still awaiting a response on my ticket about my pending payment, my order cancellation was marked solved within a few hours.
There still is no response from support on existing tickets and now there is a banner on that exact link saying:
"During this time, we ask that customers do not submit any additional tickets".
So what are people meant to do? Just sit on their hands and hope that this all gets cleaned up nicely in a reasonable time? Surely there are actions WotC can take to quickly address this issue for people that are affected and then clean up the mess afterwards.
Yes, once you have submitted your ticket all you can do is exercise patience while those with the power to do so work on resolving the issue as quickly as they can.
D&D Beyond moderator across forums, Discord, Twitch and YouTube. Always happy to help and willing to answer questions (or at least try). (he/him/his)
How I'm posting based on text formatting: Mod Hat On - Mod Hat Off
Site Rules & Guidelines - Homebrew Rules - Looking for Players and Groups Rules
Just to clarify. Customers who have not submitted a ticket or who wish to enter a new order cancellation ticket are able to do so correct?
My duplicate order was canceled, but no word on the "Pending" one still. More than a week after I made my order now.
They really need to update their FAQ to have "Make a duplicate order" not be the recommended response for this issue. If not charging people when they make an order is a common enough problem to have in a FAQ then you should really shut down the store until you squash the bug.
"Maybe this one will be fulfilled and maybe the other one will never go through or maybe it will idk"
Having that as the official advice for such an issue is wild.
I am still unable to even file a ticket, for the reason I described above.
Please advise on how I should proceed. I still do not want to have to file a chargeback with my bank, but I am losing faith in DDB's willingness and/or ability to address this in a timely manner.
It is not fair to the consumers. The rug was pulled out from under us. We were provided information very late in the process that, if provided earlier, many of us would not have purchased in the first place. Some of us cannot even file tickets, and are being ignored when we repeatedly ask what we should do. Some of us have filed tickets, but are being provided no timeframe of resolution - and, in light of the whole picture, really no way to know for certain that satisfactory resolution is even forthcoming.
This is completely unacceptable.
I filed a ticket and got an immediate (albeit automated) response yesterday. I did hope to get an actual unautomated response and so far nothing. However, it consisted of the following:
Now, there is no "Debit Now" button in the email I received. And going into my Account Settings on the website I also see nothing like what is being described including the part about the "a button which enables you to cancel your order". Funnily, the only button of any kind I see of note is the UNLOCK THE ACTIVATION KEY one and well, we all know that goes nowhere helpful for those whose orders are still "Pending".
So either all of those directions are old and belong to a prior format the site once held or this is some sort of runaround tactic to perpetually lock people into things. Now I could delete my saved payment information and see if that does anything. After all, they haven't charged me yet so theoretically if the payment information isn't there then they can't. But if that would result in some sort of "owed" sum or what have you, I'd rather not kick that hornet's nest until I (hopefully) get some sort of indication from someone here that such is a fix we all can perhaps do to end this back and forth.
Yeah that describes the system that is supposed to be there. The same one SQRRL described that got them their key.
It seems that if you ordered early enough before the delay you got the correct email and/or just got the key as normal.
But those of us who ordered close enough or after the delay got the borked version no doubt caused by the hasty changes they made to accommodate the physical delay.
At this point most of us are just begging them to take our money and they can't figure out how to do it.
So, to summarize the last day or two of conversation here:
Is this an accurate summary? If anyone has anything to add or change, I'm open to hearing it!
ETA: lmao, this was apparently my 50th forum post and thus I just earned a bunch of titles. That, uh, is a bit ironic, in my honest opinion. Not precisely how I'd have chosen to hit that milestone, had it been up to me.
well said.
Lol i was dumb and tried to do the order another and hope for the best, now i see two pending orders lol i was a fool.
Yea did that on days one, two, and three they dont respond to me. just an automated reply.
Thank you for contacting Wizards of the Coast customer support. In order to cancel your order, you will want to open your confirmation email and click the link that says "Debit Now" and this will open a page that will allow you to alter your order's information, including the shipping address and payment information as well as a button which enables you to cancel your order.
Not one of my emails has this "Link".
Not sure which is worse: those of us who’re being ignored and cannot get anyone to acknowledge our situations at all, or those of us who are getting responses but those responses contain blatant falsehoods about things we can see with our own eyes.
This would be comical if it weren’t so infuriating.
Debit now is found on your Order listing (Order history) on the DnDstore.
Don't do this; the system groups tickets submitted by the same person and places you in the support queue based on your most recent ticket. Every new ticket you submit bumps you down the line
D&D Beyond moderator across forums, Discord, Twitch and YouTube. Always happy to help and willing to answer questions (or at least try). (he/him/his)
How I'm posting based on text formatting: Mod Hat On - Mod Hat Off
Site Rules & Guidelines - Homebrew Rules - Looking for Players and Groups Rules
If you have pre-ordered the Digital + Physical bundle only, you should have received a code to redeem to in order to access the book early. If you have not and have not already done so, you can submit a customer support ticket here.
Do not submit multiple tickets, this will push you down the support queue as tickets are grouped by the person who submitted them and queued based on most recent ticket. Tickets are processed in the order they are queued, from oldest to newest. If you have submitted a ticket, it will be responded to.*
If you have pre-ordered just the digital version, you will not have early access and you will not have to redeem a key.
D&D Beyond moderator across forums, Discord, Twitch and YouTube. Always happy to help and willing to answer questions (or at least try). (he/him/his)
How I'm posting based on text formatting: Mod Hat On - Mod Hat Off
Site Rules & Guidelines - Homebrew Rules - Looking for Players and Groups Rules
I placed my ticket on Oct 31st at 11:45am and just yesterday finally got the automated message as a response. I just want to know what's going on. Why is it taking so long for them to just charge me?
Order digital+physical bundle before the deadline. Early access ends in 11 days and 24 minutes. Still have not received my activation code. Yup same as everybody else.
psgj