I decided to check on my pre-order today, expecting it to be in town awaiting pick-up or maybe even already at my door. I was surprised to see my order on-hold, so I decided to talk to a customer service representative. Below is a transcript. I just thought I'd share in case someone else had a similar experience...
1:31:58 PM : Please let our Representative know if you have contacted us by email regarding this same issue or question so that we may remove the duplicate request from our systems. Thank you!
1:31:58 PM : Eileen has joined this session!
1:31:58 PM : Connected with Eileen. Your reference number for this chat session is 1853062.
1:31:58 PM : Hello my name is Eileen. How may I help you today?
1:32:45 PM : Joseph : Hi, I ordered Final Fantasy XIV and it says on my account that the item is "On Hold". I know that the Collector's Edition was supposed to be available today. What is the actual status of the order?
1:33:13 PM : Eileen: I would be glad to assist you with that... Can you please give me one moment while I look into this for you?
1:33:25 PM : Joseph : Sure. Take your time. =)
1:38:48 PM : Eileen: Thank you for your patience. The item is showing not in stock. Once we receive mot stock you will be notified.
1:39:02 PM : Joseph : Wait; I ordered this over a month ago.
1:39:46 PM : Joseph : Unless I'm misunderstanding how pre-orders work, you wouldn't have had it in stock when I ordered it because you'd be filling the orders on release date (today).
1:42:53 PM : Eileen: All pre order are processed when the item is available. If the item runs out of stock the remaining ordered will be fulfilled when the item is available again.
1:43:46 PM : Joseph : Hang on a moment, I'm trying to find something...
1:46:14 PM : Eileen: Okay.
1:47:50 PM : Joseph : When will the product ship?
1:48:44 PM : Eileen: The product will ship when the item is back in stock. You will receive an email with a new order number showing that the order is in processing.
1:48:52 PM : Joseph : Escalate me to a manger please.
1:49:08 PM : Joseph : *Manager.
1:49:29 PM : Eileen: One moment please...
1:53:14 PM : Eileen: Thank you for your patience. I am transferring you to my supervisor.
1:53:17 PM : Joseph : Thank you.
1:53:19 PM : You are being transferred to another Agent. Please stand by...
1:53:19 PM : Eileen has left this session!
1:53:29 PM : Jesus has joined this session!
1:53:29 PM : Connected with Jesus. Your reference number for this chat session is 1853062.
1:54:29 PM : Jesus: Hello Joseph, I apologize for the preorder not yet shipping. If you give me a moment to check if I have an ETA of a new shipment for the video game.
1:55:04 PM : Joseph : Well, it's actually very disappointing since most online retailers guarantee the game in my hand on its release date--- which was today.
1:55:24 PM : Joseph : Especially since the copy I got guaranteed that I would be able to play a week before the standard copy, which, by the way, you're already selling for shipping.
1:56:21 PM : Joseph : What is largely irritating about this situation is that I ordered this two months ago and that I can actually get a standard copy in my hand from you before I can get my pre-order.
1:58:09 PM : Jesus: I fully understand , normally these preorders are created by the order received. If you can be patient, when we get a new batch I can refund you 50.00 for the inconvenience.
1:58:34 PM : Joseph : Do you know when you'll receive that new batch?
2:02:19 PM : Jesus: To be honest with you this game is not release until September 30th.
2:02:27 PM : Joseph : That's the standard edition.
2:02:34 PM : Joseph : Collector's edition is released the 22nd.
2:03:54 PM : Jesus: After goggling this nothing shows released today.
2:04:21 PM : Joseph : Just a second, I'm checking the official website, but I'm looking at it on Amazon and on your website right now for the standard edition--- both available to be shipped.
2:04:34 PM : Jesus: I will submit a helpdesk for you to check.
2:06:16 PM : Joseph : Their website is a little slow loading, but here's the IGN link: http://www.ign.com/videos/2010/09/22/final-fantasy-xiv-online-unboxing-video
2:06:53 PM : Joseph : http://en.wikipedia.org/wiki/Final_Fantasy_XIV <--- Release date here, too.
2:07:05 PM : Joseph : Third paragraph from the top.
2:07:14 PM : Jesus: I would have to look into this for you, due to none of the preorders have been full filled nor have we received any inventory.
2:08:12 PM : Joseph : How long will that take, if I may ask?
2:08:44 PM : Jesus: Please allow 24 to 48 before I can get a reply.
2:09:30 PM : Joseph : Hours???
2:10:29 PM : Jesus: Yes sir.
2:10:33 PM : Joseph : Cancel my order.
2:11:59 PM : Jesus: I will cancel it, but I just have confirmation release on 9/29
2:12:09 PM : Jesus: Is there anything else I can help you with today?
2:12:19 PM : Joseph : You know what, actually, is the $50 refund still on the table?
2:12:29 PM : Jesus: Sure.
2:12:36 PM : Joseph : And can you upgrade it to overnight shipping?
2:13:00 PM : Jesus: I can not upgrade until an order is created.
2:13:30 PM : Jesus: If you contact me on the day of release and you have a sales order. I can see what I can do.
2:13:54 PM : Joseph : Okay, let's go ahead and go with that. I'm making a copy of this transcript for reference. Thank you for your time.
Anyone else had a similar experience?