More Irrational Games Limited Editon Items

[WaxWeazle]

Originally Posted by g6t9ed

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.

Yeah, the same here too, I replied to Usiris in a PM as well

I had ordered the signed Elizabeth Noir statue and received it, but it had (slight) damage. Obviously as a collector you don't want a damaged product, so I'm not thinking about fixing it myself with some glue because that'd be stupid, so I contacted the store and as well as they said to g6t9ed, they told me to buy the product again and that they'll give me a refund once my product arrives back at their store...
I'm planning on buying more products in the future from them, as I love the Bioshock series, but I do hope that the customer service can be made better. If you buy a product and it's damaged, don't tell them to buy it again and send it back, no, tell'm to send back the product and tell them they'll receive a replacement of the exact same product when the damaged one arrives. That's not too hard is it?
We don't know how much in stock there are, so perhaps if I send mine back and get a refund, suddenly the signed Elizabeth Noir is out of stock. What then? I can't get them anymore because those guys didn't replace the product I actually payed for? Really bad way of working imo...

[toxicatom5]

Usiris, thank you again for reaching out. I don't have any new or open complaints, so nothing new to pass along. That said, my comment wasn't based upon a single issue, it's based upon a long history of disrespect for customers -- Ni No Kuni was a nightmare with so many of us here having our orders cancelled by DR only to then see 'PlayCanada' selling who knows how many hundreds or thousands of copies of the edition through eBay for 2.5x the original retail. The first I really remember of the terrible CS (beyond that) was when DR took over the Square Enix store. As mentioned by others the canned responses are so disrespectful because they don't often even address the situation and it feels so frustrating just trying to find someone who will help find a solution. And now with Irrational (one of my favorite stores) it took me over two months of correspondence to get my issue addressed and closer to 3 months to get it resolved.. It should never take one of your customers that much time to get the attention of anyone in CS. Just show us a little bit of respect, that's all we're asking.

[flatout]

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

Their customer service needs help. They need to start being a bit more trusting and lenient. I know not every company can be like Amazon or even Treehouse but DR is way too far the other way. The issue must be training and policy.

It is sad but almost every member here who has ordered from them and had to contact DR has has a very bad experience.

[usiris]

I'm just going to do a general response as a place holder.

Like g6 said, I dont work in Customer Service, so I'm trying to find the best way of sending info to the right person.

I have a meeting with my manager today at 930(CST), I'm hoping to get some info on where to forward feedback.

All employees also signed an NDA when dealing with media issues, so I'm also trying to toe that line as well.

[toxicatom5]

Usiris, you're doing your company a huge service just by trying to get attention on these types of issues. I could be totally off base with this, but do you think it is just related to the physical merchandise side of things? DR seems to specialize more in software support from what I've seen.

[g6t9ed]

Well, to give you guys an update on my situation. I have contacted someone through their Facebook website and received another email from their support email. The support email stated the following now:

Thank you for contacting the Irrational Games online store.

We understand that you were given a discount when you have ordered the
BioShock Infinite Signed Elizabeth Noir Statue.

For your convenience, since we are unable to give you a discount code,
you may place a new order with the original price listed on the website.
Once the order is completed, please email us back with your new order
number so we may match the price from your original order number.

The Facebook PMs seemed to have stronger traction and whomever I'm dealing with apparently works for a different sort of support. This person has been extremely helpful and does not sound like a drone. They stated they will need to see what they can do to escalate internally in order to get this corrected and I stated I will wait for their reply.

WaxWeasle, there may be hope for you yet.

[WaxWeazle]

Originally Posted by g6t9ed

Well, to give you guys an update on my situation. I have contacted someone through their Facebook website and received another email from their support email. The support email stated the following now:

Thank you for contacting the Irrational Games online store.

We understand that you were given a discount when you have ordered the
BioShock Infinite Signed Elizabeth Noir Statue.

For your convenience, since we are unable to give you a discount code,
you may place a new order with the original price listed on the website.
Once the order is completed, please email us back with your new order
number so we may match the price from your original order number.

The Facebook PMs seemed to have stronger traction and whomever I'm dealing with apparently works for a different sort of support. This person has been extremely helpful and does not sound like a drone. They stated they will need to see what they can do to escalate internally in order to get this corrected and I stated I will wait for their reply.

WaxWeasle, there may be hope for you yet.

Good thing that you noticed that!
I'm going to have to note this as well, I bought mine on second last day of the sale.. They give you a discount code for that then?

[g6t9ed]

Originally Posted by WaxWeazle

Good thing that you noticed that!
I'm going to have to note this as well, I bought mine on second last day of the sale.. They give you a discount code for that then?

They probably won't. If anything, you might have to look at going the same route I did (through Facebook or Twitter). I did try an Irrational Games phone number in Boston but it always took me to a voicemail. It seemed like a dead end.

[usiris]

So heres the deal:


I'm going to pass along this thread to some internal people, most of what I found out goes beyond that NDA that I talked about above.

[WaxWeazle]

Meanwhile, still awaiting to receive my so called E-label to send my package back...
I don't get this. How the hell can it take so long to send a goddamn E-LABEL to send it back?!
They don't give a single f*ck about their customers do they?