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FFXIV Preorder from NeweggFollow

#1 Sep 22 2010 at 3:14 PM Rating: Excellent
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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?
#2 Sep 22 2010 at 3:21 PM Rating: Good
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hahaha, oh man.

/popcorn
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#3 Sep 22 2010 at 3:23 PM Rating: Decent
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I don't know how the manager can be that much if an idiot. He just said it will take 24 to 48 hours to get back to you, and then he says he has confirmed the release date is Sept. 29th, which is completely wrong!

Man I feel for you, that sucks. I got my pre-order from Best Buy and had a similar issue with them too (not having the pre-order ready), at least Best Buy is giving me a $10 g/c and they say that my collectors edition will be ready to pick up on Friday.
#4 Sep 22 2010 at 3:50 PM Rating: Decent
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Getting the $50 refund was a nice token, at the least. I figure I'll try to go pick up a copy locally--- I've tracked one down at a Gamestop that I'm going to try to get after work. If all goes well, I will hopefully have a copy of the Collector's edition in my hand on next Friday that I only paid $25 for.

Still--- aggravating beyond belief. I should have gone Amazon.
#5 Sep 22 2010 at 4:00 PM Rating: Good
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Despite them being ignorant about the game and apparently a horrible pre-order policy, this looks to me like very good customer service.

Yeah, I just wouldn't trust a non-B&M store for things like this anyway.
#6 Sep 22 2010 at 4:04 PM Rating: Excellent
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You know it's bad when not even Jesus can hook you up with your preorder.
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#7 Sep 22 2010 at 4:07 PM Rating: Good
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People preorder video games from Newegg?

Shinalia wrote:
You know it's bad when not even Jesus can hook you up with your preorder.
I lol'd.
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#8 Sep 22 2010 at 4:27 PM Rating: Good
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bsphil wrote:
People preorder video games from Newegg?

Shinalia wrote:
You know it's bad when not even Jesus can hook you up with your preorder.
I lol'd.

Damnit so did I
#9 Sep 22 2010 at 7:10 PM Rating: Decent
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I have same problem with Best Buy, so lame. I think they made a deal with SE to delay it to friday so the servers wont crash with everyone trying to get on today. Oh well, know better than to order from best buy again.

I was reading my email from my order a month ago. It says we will not bill your credit card until we have confirmed the item is in stock, of course they billed me for it yesterday and apparantely all best buy stores will not have it until 29th.

Edited, Sep 22nd 2010 9:13pm by hanibalz
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#10 Sep 22 2010 at 8:15 PM Rating: Decent
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I was able to find a copy locally, so I'm a bit more relaxed about it all now.

I like that Newegg tried to appease me, but the bigger point here is that the point of the CE is the 8 days early access. Them not even shipping it until the 29th means I completely lose that benefit. I think I'm going Gamestop or Amazon in the future for my pre-orders--- guaranteed in my hand on launch day. Newegg doesn't have that policy, apparently, reading through their FAQs.

Further, shouldn't places selling these kinds of products have some sort of clue when they're actually released??? I guarantee that more people than just me ordered this game from Newegg and am I the only one that said anything when it didn't arrive????
#11 Sep 23 2010 at 6:39 AM Rating: Good
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When I'd looked at Newegg (yesterday morning), all I saw was the SE, no CE. Maybe it had gotten taken down by then (since you would've noticed if there was only one and it was $50), just seems odd, though that would explain them only having the 29th date (the day before SE release, which is what it says on the SE page).
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#12 Sep 23 2010 at 8:22 AM Rating: Decent
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Yeah, all I'm seeing is the SE on Newegg. Their other item says that it has been discontinued (there's a link from the order).

I'm really worried I'm never going to get my CE from Newegg.
#13 Sep 23 2010 at 8:32 AM Rating: Decent
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Makes me glad I ordered from Amazon. UPS man at my door 2 PM, 9/22, as promised.
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#14 Sep 23 2010 at 9:07 AM Rating: Decent
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Shinalia wrote:
You know it's bad when not even Jesus can hook you up with your preorder.

LOL'd SOOO hard. Rate ups for you.

Also, did I read that right? You get the game and still get the refund? Despite some questionable things, that's pretty good Customer Service indeed.
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#15 Sep 23 2010 at 9:21 AM Rating: Good
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Sarepean wrote:
Yeah, all I'm seeing is the SE on Newegg. Their other item says that it has been discontinued (there's a link from the order).

I'm really worried I'm never going to get my CE from Newegg.

Hopefully you do, that would be a pretty big failing from someone like Newegg. It may simply be "discontinued" because the CE was going to be preorder only and the SE will be the one normally stocked for sale. But of course doing it that way may just make it harder for fulfillment if nobody sees the CE and only the SE. >.<

Hopefully they come through. Did you manage to get the Gamestop CE yesterday?
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#16 Sep 23 2010 at 11:41 AM Rating: Decent
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Triane wrote:
Hopefully they come through. Did you manage to get the Gamestop CE yesterday?


Yes. It cost me a little bit more and I had to drive to a smaller nearby town to get it, but I threw the girlfriend in to the car, made the drive, and got a copy.


I was actually very surprised with this level of failing from Newegg. I've never had any problems from them at all and they've always been a great pleasure to work with--- still, this has totally shaken my confidence in pre-ordering from Newegg. I'm actually pointing friends to Amazon or Gamestop for things like Fable III, Golden Sun, and Diablo III now.


Excellent customer service, but I hate to say that losing the 8 early days of access just cannot be easily made up for with customer service. I'm just glad I was able to get a copy from Gamestop.
#17 Sep 23 2010 at 11:47 AM Rating: Default
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You should have ended with

"Thanks for you're help, but for being Jesus, you sure failed to deliver a miracle".
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#18 Sep 23 2010 at 1:28 PM Rating: Decent
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FlixEffect wrote:
You should have ended with

"Thanks for you're help, but for being Jesus, you sure failed to deliver a miracle".


That would have been great. Maybe I should try again. =P
#19 Sep 29 2010 at 12:57 PM Rating: Decent
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Latest twist in this crap from Newegg...

If you go to Newegg's site right now, you will find the Collector's Edition is available for Pre-order with a release date of 10/1/2010, but the Standard Edition is available for order.

I'm going to contact them later tonight to find out what the heck is going on since they already had confirmed that this game would be in their warehouse the 29th (see first post).

Gah.
#20 Sep 29 2010 at 12:58 PM Rating: Good
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bsphil wrote:
People preorder video games from Newegg?

Shinalia wrote:
You know it's bad when not even Jesus can hook you up with your preorder.
I lol'd.


Nothing further to add.
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#21 Sep 29 2010 at 1:10 PM Rating: Good
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Shinalia wrote:
You know it's bad when not even Jesus can hook you up with your preorder.


Oh man, I had a tear in my eye
#22 Sep 30 2010 at 7:59 AM Rating: Excellent
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Canceled my order. Newegg has verified with me on chat that the game will not be released (shipped out from them) until the 1st of October, at the earliest. It's just sickening how poorly this release went from them. Good luck to anyone else waiting on their pre-order from Newegg.
#23 Sep 30 2010 at 9:32 AM Rating: Default
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Sarepean wrote:
Canceled my order. Newegg has verified with me on chat that the game will not be released (shipped out from them) until the 1st of October, at the earliest. It's just sickening how poorly this release went from them. Good luck to anyone else waiting on their pre-order from Newegg.

In general, as they say, Newegg rocks but sometimes they really do drop the ball. I had ordered a pair of headphones and they simply never bothered to ship them. A few months and after hassling them a few times I just ended up getting my money back and a $25 credit, which was cool but those headphones were supposed to be a Xmas gift for someone so it was kinda a pain.
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