The "tickets from early last year" that the customer support agent refers to were my refund requests from back in April. When those tickets were sent, we were only about 30 days out from initial purchase.
Appreciate Trent said it would take some time to arrange refunds and they're in the middle of sorting U.S. shipping, but an acknowledgment of the request with confirmation of their commitment to issue a refund would be quite welcome.
At least we have a very solid paper trail, with our personal email history and on these forums. So, it'll be hard to justify not providing us with refunds, IMO.
At least we have a very solid paper trail, with our personal email history and on these forums. So, it'll be hard to justify not providing us with refunds, IMO.
The automated response from your initial email should be adequate proof that support received your first request, it would be hard to challenge that.
myusps.com shows that there is a delivery pending for me but has not left the origin yet. This was on the 19th. So I guess a 16th delivery start wasn't correct.
myusps.com shows that there is a delivery pending for me but has not left the origin yet. This was on the 19th. So I guess a 16th delivery start wasn't correct.
Yeah, there's no way the 16th was correct for a ship date. The packages were supposed to have accompanying tracking numbers. It would make no sense to ship a package on Monday and not send the tracking numbers out for another week.
I am now being told by customer support that because of issues with their mailbox at the time I sent my second refund request (on the 10th), my ticket was not received. And, as such, I am not entitled to a refund. This is real life.
I now have a tracking number but it only shows through myusps. Beamdog has not sent me a single email about the CE including newsletters despite me signing up for them...
I am now being told by customer support that because of issues with their mailbox at the time I sent my second refund request (on the 10th), my ticket was not received. And, as such, I am not entitled to a refund. This is real life.
So because of THEIR issue that you didn't cause, you must pay? This is beyond ridiculous.
@TrentOster could you please chime in on this? I don't think it makes any sense to deny a claim that was issued within the terms and according to the instructions given, just because support's mailbox had an issue. Customers are not responsible for their inbox or any issues it may or may not have at any given time.
I sent a refund request to the support box and received this automatic response:
We're writing to let you know that the group you tried to contact (support) may not exist, or you may not have permission to post messages to the group. A few more details on why you weren't able to post:
* You might have spelled or formatted the group name incorrectly. * The owner of the group may have removed this group. * You may need to join the group before receiving permission to post. * This group may not be open to posting.
Trent replied, stating that the Beamdog Mailbox was working as intended. So, I assumed I was fine. My message was sent to support@beamdog.com. I've checked the address ten times now, to be sure I wasn't going crazy.
After remembering I had ordered the thing, I read up on all the comments here and contacted support just to make sure everything was cool. I got a pretty fast response (less than 24 hours) with some standard but helpful information (order number and just letting me know that I'd be notified if it shipped).
Well, after coming home and putting up a new TV, my wife goes to take the dogs for a walk and comes back with a USPS box.
"Siege of Dragonspear?" Me: "No, it can't be - I literally just got an email today saying they'd let me know."
*opens*
Personal comments: I've been a backer for some of the RPGs (Pillars, Torment) that have taken a long time to come out and have their physical goods delivered so I am pretty patient when it comes to these things, updates or not. I met my wife through modding BG and we can honestly say this was very worth it (We have physical boxes of all the IE games on display at the house because that's our thing I guess). The box is of very nice quality and the stuff inside is fun, pretty, and I keep almost dropping the damn coin!
The disclaimer in the guide was hilarious .
Thanks for a fun expansion devs! And no, Auren will still not romance the PC. :P
So can someone from Beamdog confirm if we are supposed to get a shipping confirmation or not? I have not received an email and nothing is showing up on My USPS yet. I'm assuming they ship in order they were purchased on the web site and I bought mine a few hours after it was available...
Yeah, yesterday I saw the mail carrier stuffing something into my mailbox. I quick threw on some shoes and ran out there to check it. I've never been so disappointed to get a paycheck and package from Amazon.com in my life!
Everything. The coin actually comes out of the book and on the backside is Bhaal's symbol. It's on the heavier side and I wouldn't recommend throwing it at anyone. - The dice bag is really neat and the dice are pretty but I can see the paint on them easily fading off if actually used often in campaigns. - The box has the expansion's summary blurb on the back. There is a multipage quick guide card inside the box I believe. The box fits all 3 discs neatly (Maybe CD Projekt Red should take some notes from you guys on how to freaking package discs into a box - I'm looking at you, Game of the Year edition with 5000 discs that immediately broke the tiny hook they were all on) - I've gotten a few cloth maps in collector's editions now and I don't know if you all use the same vendor or not but this one is FAR nicer and clearer than Pillars of Eternity's.
The field report. Reading through this was super nostalgic and I think I want to put this next to my original manual and the other campaign books on my shelf. The binding and hardcover feel very solid, however considering the amount of pages there are in it I would have recommended a thinner cover or smaller book dimensions.
Kind of blurry (it's raining today so it's dark and the lights in the house reflect off the glossy paper so I turned them off for the picture) but here is that silly disclaimer. A little curious as to why the Adventurer's Guide does not have the same type of binding the Field Report does - on one hand it's easy to flip through and set on my desk when I play so I can actually read the guide without needing something to hold it open, on the other hand...full binding is so cool.
How's the feel of the cover for the Field Report, with the coin setting? That was something I remember putting a lot of thought into how it should feel in a player's hands.
Comments
Thanks for the update!
You can see my messages to Beamdog here:
http://i.imgur.com/zRfn3tW.png
One message on the 10th. A follow-up message on the 18th. This is what I just received from Beamdog:
http://i.imgur.com/CO08skR.png
The "tickets from early last year" that the customer support agent refers to were my refund requests from back in April. When those tickets were sent, we were only about 30 days out from initial purchase.
One for actual updates on the CE and one for people complaining about customer service?
So because of THEIR issue that you didn't cause, you must pay? This is beyond ridiculous.
@TrentOster could you please chime in on this? I don't think it makes any sense to deny a claim that was issued within the terms and according to the instructions given, just because support's mailbox had an issue. Customers are not responsible for their inbox or any issues it may or may not have at any given time.
@Paladin 's problem is being investigated on the highest level since the moment you first posted about it here.
We're reviving our media channels right now.
If you have a similar problem as Paladin, post in this thread and we will contact you through a PM to know the details (if they're needed).
Let this thread be the one to cover everything about the CE.
Hopefully this piece of good news will reassure other users seeking the same, whether affected by @Paladin 's issue or simply awaiting feedback.
Now, I have no idea why my order wouldn't have been shipped, since they were supposed to be shipped out on the 16th - but it's for the best. Thanks.
Well, after coming home and putting up a new TV, my wife goes to take the dogs for a walk and comes back with a USPS box.
"Siege of Dragonspear?"
Me: "No, it can't be - I literally just got an email today saying they'd let me know."
*opens*
Personal comments: I've been a backer for some of the RPGs (Pillars, Torment) that have taken a long time to come out and have their physical goods delivered so I am pretty patient when it comes to these things, updates or not. I met my wife through modding BG and we can honestly say this was very worth it (We have physical boxes of all the IE games on display at the house because that's our thing I guess).
The disclaimer in the guide was hilarious
Thanks for a fun expansion devs! And no, Auren will still not romance the PC. :P
Everything. The coin actually comes out of the book and on the backside is Bhaal's symbol. It's on the heavier side and I wouldn't recommend throwing it at anyone.
- The dice bag is really neat and the dice are pretty but I can see the paint on them easily fading off if actually used often in campaigns.
- The box has the expansion's summary blurb on the back. There is a multipage quick guide card inside the box I believe. The box fits all 3 discs neatly (Maybe CD Projekt Red should take some notes from you guys on how to freaking package discs into a box - I'm looking at you, Game of the Year edition with 5000 discs that immediately broke the tiny hook they were all on)
- I've gotten a few cloth maps in collector's editions now and I don't know if you all use the same vendor or not but this one is FAR nicer and clearer than Pillars of Eternity's.
The field report. Reading through this was super nostalgic and I think I want to put this next to my original manual and the other campaign books on my shelf. The binding and hardcover feel very solid, however considering the amount of pages there are in it I would have recommended a thinner cover or smaller book dimensions.
Kind of blurry (it's raining today so it's dark and the lights in the house reflect off the glossy paper so I turned them off for the picture) but here is that silly disclaimer. A little curious as to why the Adventurer's Guide does not have the same type of binding the Field Report does - on one hand it's easy to flip through and set on my desk when I play so I can actually read the guide without needing something to hold it open, on the other hand...full binding is so cool.
Oh my god it is so shiny and pretty I aM GONNA CRY!!!
Thank you for sharing!