More Irrational Games Limited Editon Items

[g6t9ed]

Originally Posted by WaxWeazle

The cigarette she's holding is loose in the package.. On her finger is a little thingy too where it should be (if I'm right) though it just looks like a bit of glue..

I mailed the store to see what they'd reply.

Hopefully you have better luck than I do. I had ordered the signed Elizabeth Noir statue and received the non-signed version. I got a reply stating they can't issue reshipment. All I ask is for an exchange in order to get what I payed for. They stated all they can do is issue a refund but I wouldn't want that as I bought it during their sale... Not happy right now.

I was hoping to post pics of the new additions but this is delaying it. I might just post pics anyways and update if I can resolve this... ugh.

[xhunter]

Their customer service is pretty awful...

[WaxWeazle]

Well, I hope they respect their customers enough to see that a package damaged on arrival should be fixed..

No reply yet, hope to get one soon.

[Deathhound]

Ugh, I hope for the best, WaxWeazle!
I'd be pretty mad if this would happen to me

[Fox]

Oh wow. "All they can do is issue a refund". Thats poor on their part. They should replace it by having you return it and them mailing you a new one. Hoping this issue gets fixed right.

[WaxWeazle]

Well, it's like you said!
I just had a reply.

The fun thing about their site is, the most images aren't in a big resolution so some things aren't clear. Nonetheless, I'm quite sure of the issue.

On top of the mail they said;

Thank you for contacting the Irrational Games online store.

We apologize for the issue that you encountered.

You can confirm from the website the exact appearance of the product. We
have provided a link below:

http://drhadmin.digitalriver.com/sto...ctID.306664400

Moving on, they're telling me the following;

If you may need to replace the product, a new order needs to be placed
and a refund will be applied on the order.

We will provide you with a FedEx electronic return label (e-label) via
email within 2-3 business days so you may return your product(s). Once
received, please print the return label, affix it to the return package,
and take it to any FedEx shipping location.

A refund? I don't want my money back, I want a complete statue that hasn't damaged parts. Why's that so hard to get? Why not just 'send it back with the label we'll send you and we'll send you a new one'? I don't get this.
Besides that, I don't get why it seems to take them 2 - 3 days to send an E-LABEL. I'll have to print it myself, attach it to the box in which I'm sending the product back. Why the hell does that take 2/3 days? Also funny that it HAS to be a FedEx location.. I have no clue in the region here where the hell I can find that, so I guess I'll have to search my ass off.

Some types of shipments does not have tracking numbers associated with
it.

Another fun note is that I ordered 'Track & Trace', which should include a code to follow the package. Funny how they say that some packages have no track and trace. Why the fuck do you give us the option to pay for it then? That literally costed quite a bit more, so I payed for nothing?

I see what you guys mean with shitty customer support, really disappointed how they handle things...

But on the bright side, I'm glad they're giving me a solution at least, so I can fix it..

[toxicatom5]

Sorry to hear about all the issues you are having. If you've been reading this thread you know that I've had my own share of problems with them since Digital River took over. Digital River is a disease, they have ruined every website that they've taken over. All I can say is just keep at it and be relentless. It is the only way you will get what they should have provided to you on their own. They will not take any action unless you persistently contact them about your problem. I wish you well in this endeavor my friend.

[WaxWeazle]

Thanks toxic

I asked them specifically why I had to pay more for Track & Trace when I didn't get a track & trace and why it's not noted with those products.

What's the use of paying quite a bit more for something when you aren't getting it anyway?

[usiris]

Originally Posted by toxicatom5

Sorry to hear about all the issues you are having. If you've been reading this thread you know that I've had my own share of problems with them since Digital River took over. Digital River is a disease, they have ruined every website that they've taken over. All I can say is just keep at it and be relentless. It is the only way you will get what they should have provided to you on their own. They will not take any action unless you persistently contact them about your problem. I wish you well in this endeavor my friend.

Whenever you have a chance, could you PM a list of any and all complaints you have with DR so I can pass them on to the teams that handle them.

Thanks

[g6t9ed]

Originally Posted by usiris

Whenever you have a chance, could you PM a list of any and all complaints you have with DR so I can pass them on to the teams that handle them.

Thanks

Usiris, I don't mean to single you out but if I recollect, you had mentioned you were working for Digital River and WaxWeazle and I have had the exact same problem. We were both given refunds for the resolution to the problem but what we want is essentially an exchange.

In my scenario, I had paid for the signed Elizabeth Noir statue but was given the non-signed one. If I was given the refund and was asked to "re-buy" the signed one, wouldn't I be paying full price for it? Wouldn't that defeat the purpose of the sale price? I don't understand why your support department does not understand this and I don't understand why, if they can just send shipping labels, that they can't just resend the correct item? I have contacted support through Facebook but I really believe there should be some kind of live support to resolve these types of matters faster.

Now, I'm not just a one-off customer. I have bought several really expensive items from Bioshock's website, and I'm sure other Digital River websites as well, but things like this really deter collectors from collecting. If I am to believe that Digital River is getting better, then please show me that your support team has empathy and understanding and not something that they are copying and pasting for every complaint they get.

Edit: Usiris, I know you don't work in the Customer Support department and I don't know how much you impact them but it seems you are the closest person I can contact that will actually do something... and that is sad.