More Irrational Games Limited Editon Items

[toxicatom5]

Hmmm, that email looks familiar. I think I've seen that one somewhere before...

You might want to contact your credit card company at this point and consider a chargeback. I don't know what the timeframe is, but you don't want to lose your only option for recourse if they keep this up.

[WaxWeazle]

I'm wondering why they don't give a shit about their customers. I really do.

I've sent them yet ANOTHER e-mail, hoping to actually get an e-label THIS year...

Hello,

Again, I'm sending you a mail to ask if you have gotten the e-label for me to return my product.
I've been waiting for the e-label a whole month now, while on your website that it'd take 1 - 3 days to receive one. I've received feedback from someone else who also had a problem with the same purchase at your store and apparently he had the same thing where he didn't receive an e-label until he actually bought another one, suddenly he received an e-label.

I want to know how long I'll have to wait to be able to send my product back and order the new one.
Why is it taking so long? I can't order the same product again due to the high price (especially if we see that the price is a lot higher now than it was when I bought it) and I've been waiting for a month. I want to get the same order again, which is a SIGNED statue of Elizabeth Noir. Seeing you don't swap the damaged goods for new ones but actually make us order again, it should be possible to send it back AS SOON AS POSSIBLE, not after (more than) a month of waiting.

I'm really disappointed in your support, I was expected to have a better treatment.

Hoping to see an e-label arrive soon,
Kevin

So far, they always just ignore what you actually say and just give you a standard shit reply. If I'd run a company and know that my support is like this, I'd be ashamed...

EDIT: Well, I noticed I made a typo in there [I was expected] but I don't even care anymore, they can't even make a simple e-label.

[flatout]

The sad truth of the matter is not much will change unless you stop buying from them. But they have items you want so you risk it anyways not knowing that you are just encouraging them to keep up this bad support practice (when their bottom line is not being hurt they feel there is no reason to change).

Or get enough people to complain to the companies that hire them to run their stores (like 2K/Take Two and Ubisoft for examples).

These are the only REAL ways to change a company like this one. Complaints to them obviously have not done a thing so they will not change that way. I have always said this and it is true, what is moral and right does not usually play into a company's business strategy. Most of the time only short term profits do.

Sadly only a few companies have realized that really good CS does lead to better long term profits and more loyal customers (like Treehouse and Amazon for example).


Long term solution. No matter how much you want an item from them, do not buy from them. Also file complaints about your bad experience with them to their parent company and encourage others to as well.

[WaxWeazle]

FINALLY!

After about a good month, I've FINALLY received my E-label today. Still doesn't take away I'm very disappointed in their shitty support though...

[toxicatom5]

Woo hoo! Finally! Glad you got it and hope you can get this behind you.

Flatout is completely right though. Only way to force a change is for the diehards like us to take a stand. That's been pretty easy over the last several months because they haven't released anything new, but it'll definitely put our mettle to the test if/when they do.

Also, letting the folks at Irrational would be a good thing, but their accounts have been pretty inactive these days. Not sure how much they are even monitored.

[WaxWeazle]

I'm glad as well! Package is now on the way, they picked it up today. Hoping they receive it soon and that the refund won't take ages again, so I can hopefully order another signed copy..

[g6t9ed]

Originally Posted by WaxWeazle

I'm glad as well! Package is now on the way, they picked it up today. Hoping they receive it soon and that the refund won't take ages again, so I can hopefully order another signed copy..

Glad for the update going in the right direction. If the one you sent is like what you told me, you're going to be happy about the replacement since the signature will be on the base. I believe my Introduction page update shows it if you need to compare.

[WaxWeazle]

Fingers crossed!

[WaxWeazle]

My fingers hurt from crossing.

I'm fairly confused at the moment..
I checked my package last week, it seemed to have arrived at its destination, so that was good news. I was checking my account daily to see the refund come up, but haven't seen any refund so far. I haven't ordered a new one either, as I had doubts whether I'd order a the store if there's an issue..

Eventually today, I actually received a mail saying 'your item has been shipped'. What in the world..? I have no clue at this point whether they're sending me a new one or if this is the broken one back? Irrational Store.. The hell are you even doing..

[WaxWeazle]

Thanks Irrational Gaming! Yet again, you've shown me how much you do NOT care at ALL about your services nor about your customers.

Seriously.. I'm damn pissed off now!
Statue has been sent already on the 7th of May, received by them a few days later.
But it seems like they don't actually keep a damn eye out for what's happening, because I received a mail around the 19th saying 'Your item has been shipped', which is pretty interesting considering I haven't ordered anything else and they don't send replacements.
I received another e-mail on the same day concerning the payment information..

Then, funny enough, yesterday I received another email telling me that a request has been made for a return.

I the following e-mail to them;

Spoiler!

Hello,

I’m wondering what exactly is currently going on with this situation.
To give you a full explanation from my end;

I ordered an Elizabeth Noir Signed statue on the last day of sales.
When I received it, the statue was damaged (the cigarette she was holding wasn’t attached anymore, it fell in the box). I requested an e-label so I could send it back and receive the refund (as it seems you don’t give people a replacement instead).

After waiting for a month, I finally received an e-label (mind you that we checked ourselves how long it would take to create one, it didn’t take us 20 minutes to do so).
I finally was able to send back my product. I checked whether it has arrived or not and the code said you should have received it.

I was checking the bank often to see if I would receive a refund and I check my mail daily to see if you would respond with ‘we received your returned product and will process a refund’ but nothing popped up.

After waiting for another while, I got the first mail (See attachments, mail was sent the 19th of May) which clearly states ‘your item has been shipped’.
This came as a surprise as I thought you don’t send people a replacement but make them buy it instead after they had a refund.
The same day, I received a second mail about ‘payment information’.

The 25th, I received yet another mail which states that a return has been initiated on request and that I will receive yet another mail soon concerning the completion of my return request and process the refund.


I would like to have a clear view of what is currently going on around this situation.
Am I getting a refund? Or will I receive another signed statue?

Sincerely,

Kevin
See attachment for the mails.

And now suddenly today I receive the zillionth e-mail, telling me that "At your request, a return has been initiated. Your request to return items ordered will expire in 30 days. You must follow the instructions below before your request expires. We cannot issue a refund before these instructions are followed."
Interesting enough, they gave an address of the UK where I would have to send it to, whereas the label THEY sent to me before, was an address in the US.
Whatever the hell they are doing, they better clear this up soon, really pissed off at this...