Welp, they for some reason deleted my support ticket and never responded with saying they cancelled my order so I can reorder it. Extremely frustrating with how they've handled the release of this book, ontop of it being an 100 dollar purchase.
Okay, support for this issue is a JOKE! I opened a ticket once zi found there was an issue (which was not easy in itself). Like many others, I received s robot-reply saying hi call volume, yada yada.
Then, two days later, I get this gem:
“
Escalated Support Agent (D&D)
Nov 3, 2023, 7:42 PM PDT
Hello,
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
[redacted] Wizards of the Coast | Customer Service Representative Email support is available 24 hours a day, 7 days a week here.”
My response on 11/6:
“Sorry, appears I missed this in my emails over the weekend. I’m not certain why the system is taking over a week to process an online payment (which should be almost instantaneous) and yet a verification email is sent out saying the key is attached which it is not.
That being said, since I was planning on using the content this weekend and it was not available, I will go ahead and wait for you to charge the card on the original order.
I would also like to comment that support for this issue has been a nightmare. Finding information on the forums took quite a search, especially for an issue you admit was generating a high volume of support questions. The “solution” was buried a page and a half down instead of stickied to the top of the post, and it is a simple link off the support site to the WotC site. No instructions were given as to what categories should be selected to make certain it went to the right place. And password retrieval on the WotC site was incredibly difficult.”
Then, on 11/7, I get a customer service survey, which a returned with a very low score. About 20 minutes later, it hits me… I go check my e-mail -no confirmation. Then I check my support ticket… sure enough, they have MARKED THE ISSUE RESOLVED and closed it out. I responded to their last email saying in very blunt language this has NOT BEEN RESOLVED in any way shape or form.
And now the piece de resistance… I got the following e-mail:
“
Support Supervisor (D&D)
Nov 7, 2023, 7:54 PM PST
Hello,
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
[redacted] Wizards of the Coast | Customer Service Representative Email support is available 24 hours a day, 7 days a week here.”
Look familiar? It should… 100% cut and paste of the initial response.
This is insane. There is a much bigger issue here than meets the eye - Why can’t they submit the initial card orders immediately? How can we trust “we will cancel your order and then you can place an order that will be charged immediately…”?
This is insane. There is a much bigger issue here than meets the eye - Why can’t they submit the initial card orders immediately? How can we trust “we will cancel your order and then you can place an order that will be charged immediately…”?
Simply put, you can't. A huge amount of what we've been told has proven to be false. Some of it was very obviously false at the moment it was communicated to us; other bits only proved to be false as time went on.
They either have no idea what they're talking about, or they know exactly what's going on and are deliberately lying about it. I'm honestly not sure which possibility is worse. But I would advise not trusting anything they tell you until such time as you see with your own eyes that it's accurate and truthful.
I got the same response, today is day 5 of 3-5 days and I still don't have access. We are also half way through the early access period. This is just really not ok. Have they never done early access before or something? Really puzzled here.
Have they never done early access before or something? Really puzzled here.
Just in case this is a genuine and not a rhetorical question*, yes, they have done early access before and to the best of my knowledge have never had significant issues with it before.
* My apologies if it was rhetorical; tone is difficult to read in text.
I can no longer access character backgrounds. It was fine literally this morning but now it just fails to load anything since getting the book of many things.
Addtional purchase options, suchs as to purchase player options, magic items, etc. Are not available. And have not been in the last 2 books either. The last book to have it is Glory of giants.
Ngl its a big purchase point for plenty of people especially players who cant afford a whole book but want at least 1 feature.
Has anyone said why these last 3 books dont have that option.
I saw your post after i wrote one. Im having the same issue, and if you look into the previous 2 official books it has the same issue, at least for me.
Addtional purchase options, suchs as to purchase player options, magic items, etc. Are not available. And have not been in the last 2 books either. The last book to have it is Glory of giants.
Ngl its a big purchase point for plenty of people especially players who cant afford a whole book but want at least 1 feature.
Has anyone said why these last 3 books dont have that option.
Both The Shattered Obelisk and Planescape had individual, so most likely an oversit.
Addtional purchase options, suchs as to purchase player options, magic items, etc. Are not available. And have not been in the last 2 books either. The last book to have it is Glory of giants.
Ngl its a big purchase point for plenty of people especially players who cant afford a whole book but want at least 1 feature.
Has anyone said why these last 3 books dont have that option.
Both The Shattered Obelisk and Planescape had individual, so most likely an oversit.
Yeah i double checked the other ones. And you are right they do have it.
Im guessing with all the issues they have been having with this books release. It might just be that. Hopefully they fix it soon
Addtional purchase options, suchs as to purchase player options, magic items, etc. Are not available. And have not been in the last 2 books either. The last book to have it is Glory of giants.
Ngl its a big purchase point for plenty of people especially players who cant afford a whole book but want at least 1 feature.
Has anyone said why these last 3 books dont have that option.
Both The Shattered Obelisk and Planescape had individual, so most likely an oversit.
Yeah i double checked the other ones. And you are right they do have it.
Im guessing with all the issues they have been having with this books release. It might just be that. Hopefully they fix it soon
Hopefully. There hasn't really been anything interesting for me in the last few books (last thing I found interesting and worth getting was lunar sorcerer). If they are going to make us buy the whole book to get access to magic items and the spells, I'll just go without.
I pre-ordered my physical copy back in August and the delayed announcement mentioned it arriving today, but it hasn't arrived today. Any updates regarding extended delay reasonings?
Welp, they for some reason deleted my support ticket and never responded with saying they cancelled my order so I can reorder it. Extremely frustrating with how they've handled the release of this book, ontop of it being an 100 dollar purchase.
How do you manually activate billing. I am having this exact same problem
Make a support ticket about your billing issue, they'll offer to cancel your order so you can make a new one to get access
Okay, support for this issue is a JOKE! I opened a ticket once zi found there was an issue (which was not easy in itself). Like many others, I received s robot-reply saying hi call volume, yada yada.
Then, two days later, I get this gem:
“
Escalated Support Agent (D&D)
Nov 3, 2023, 7:42 PM PDT
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
[redacted]
Wizards of the Coast | Customer Service Representative
Email support is available 24 hours a day, 7 days a week here.”
Support Supervisor (D&D)
Nov 7, 2023, 7:54 PM PST
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
[redacted]
Wizards of the Coast | Customer Service Representative
Email support is available 24 hours a day, 7 days a week here.”
Simply put, you can't. A huge amount of what we've been told has proven to be false. Some of it was very obviously false at the moment it was communicated to us; other bits only proved to be false as time went on.
They either have no idea what they're talking about, or they know exactly what's going on and are deliberately lying about it. I'm honestly not sure which possibility is worse. But I would advise not trusting anything they tell you until such time as you see with your own eyes that it's accurate and truthful.
I got the same response, today is day 5 of 3-5 days and I still don't have access. We are also half way through the early access period. This is just really not ok. Have they never done early access before or something? Really puzzled here.
Just in case this is a genuine and not a rhetorical question*, yes, they have done early access before and to the best of my knowledge have never had significant issues with it before.
* My apologies if it was rhetorical; tone is difficult to read in text.
Ok I can now post my results since I'm not banned anymore, SUCCESS:
Was able to cancel both orders with putting in a service ticket so keep that going and you will get results.
Was then able to still preorder Bundle and get Key two days ago.
Hello,
I pre-orderd the book via DNDBeyond a week or so ago. Why can't I read the book yet, even tho today is 14th of November?
If you read the first post you would know it unlocks in two hours...
anyone else not able to purchase individual content?
I can no longer access character backgrounds. It was fine literally this morning but now it just fails to load anything since getting the book of many things.
I was going to ask about this. I am not seeing individual or bundle purchase options on the marketplace for this book.
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Dndbeyond images not loading A PERMANENT WORKAROUND!!! (thank you Jay_Lane)
Yep not seeing it either. Hopefully not an intentional decision.
Addtional purchase options, suchs as to purchase player options, magic items, etc. Are not available. And have not been in the last 2 books either. The last book to have it is Glory of giants.
Ngl its a big purchase point for plenty of people especially players who cant afford a whole book but want at least 1 feature.
Has anyone said why these last 3 books dont have that option.
I saw your post after i wrote one. Im having the same issue, and if you look into the previous 2 official books it has the same issue, at least for me.
Both The Shattered Obelisk and Planescape had individual, so most likely an oversit.
Yeah i double checked the other ones. And you are right they do have it.
Im guessing with all the issues they have been having with this books release. It might just be that. Hopefully they fix it soon
Hopefully. There hasn't really been anything interesting for me in the last few books (last thing I found interesting and worth getting was lunar sorcerer). If they are going to make us buy the whole book to get access to magic items and the spells, I'll just go without.
I pre-ordered my physical copy back in August and the delayed announcement mentioned it arriving today, but it hasn't arrived today. Any updates regarding extended delay reasonings?