Questions regarding Stormblood Pre-orders or Collector's Edition

So the early access ended and the CE still hasn't arrived. Oh well...

I put in a ticket with email support because my character was trapped in Kugane after early access ending before my collector's edition came, and they moved my character to Gridania so I was at least able to log in. If you're trapped by early access ending, you might at least be able to at least log in!

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Originally Posted by sarehptar

I put in a ticket with email support because my character was trapped in Kugane after early access ending before my collector's edition came, and they moved my character to Gridania so I was at least able to log in. If you're trapped by early access ending, you might at least be able to at least log in!

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Really?! I just spent 40min in the chat queue and they told me they could absolutely not move my character... D:

I guess I should email them again, then... But that's really frustrating. They said that there was nothing I could do but wait, and then at the end of the chat they asked "you good to go?" .... I was livid :(

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Originally Posted by andlucifer

Really?! I just spent 40min in the chat queue and they told me they could absolutely not move my character... D:

I guess I should email them again, then... But that's really frustrating. They said that there was nothing I could do but wait, and then at the end of the chat they asked "you good to go?" .... I was livid :(

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I went to the Customer Service page linked from the main page of the Lodestone, selected In-Game then Game Master Services, named my message "Character trapped in Kugane" and stated in my message the name of my character and world, as well as what had happened (trapped due to early access ending before my physical copy arrived, physical copy not due to arrive for another two days, please move my character to a HW or ARR area so I can at least play).

It took about an hour and a half, but I got back a message over email apologizing for the inconvenience and stating that they had moved my character back to my most recent home point and then I was able to log in without any issue.

Now the package has moved back from Montreal (close to where I live) to Miami. This is really ridiculous. Anyone got any info from Square over this?

Similar tale of postal / store / lack-of-support-responsiveness limbo here.

Preordered first day, but the shipping address I used had the wrong zipcode. I updated my address on the SQEX online store but apparently in the fine print it says you have to cancel and reorder for shipping address changes to take effect. Cancel? For a limited edition? 4 months after preordering?
So now the post office returned the package to the sender so my tracking number is useless.
The SQEX online store has no contact as far as I can tell apart from email and the submit request form.
Only response I've received from them is a form letter with nothing useful in it.

Any ideas what to do at this point? Early access is over, don't have the SB key. Stuck. Really quite frustrated.

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Originally Posted by DevonLandale

Now the package has moved back from Montreal (close to where I live) to Miami. This is really ridiculous. Anyone got any info from Square over this?

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Mine is currently in Montreal, or so they claim; it has been since ~9:50AM on Friday morning. Canada Post said it could take up to four days in customs alone. My package wasn't shipped until the 21st...

Edit: So far if contacted Square Enix just says there's nothing they can do, we have to wait, and they're not particularly sorry at all. I'm not sure if that will change.

Any other Canadians stuck waiting for their physical? :(

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Originally Posted by andlucifer

Mine is currently in Montreal, or so they claim; it has been since ~9:50AM on Friday morning. Canada Post said it could take up to four days in customs alone. My package wasn't shipped until the 21st...

Edit: So far if contacted Square Enix just says there's nothing they can do, we have to wait, and they're not particularly sorry at all. I'm not sure if that will change.

Any other Canadians stuck waiting for their physical? :(

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mine's travelling. there's no way the address was wrong cause it's the same i had saved on the store (and i do order stuff there from time to time).

Look at the mess.

:(

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Originally Posted by Svalitz

I tried calling support and they said nothing could be done until I received the package.

I'm furious because I pre-ordered the PS4 CE back in JANUARY (first day it was announced), and paid $45 for "priority shipping" from the SE NA shop, and they didn't even send it out till the 20th!

HOW is this OK that I spent $245 on this damn expansion, and now I'm getting kicked out?

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I could maybe understand if it had been a third party retailer who was late on shipping, but when it's from their own store and they couldn't get the expansions sent out on time, they should have made allowances for that.

The three day grace period from the 20th to the 23rd that early access still worked were supposed to cover a reasonable time for people to receive and register their copies. But when their own store was late sending them out, making many customers unable to get it by then, that grace period should have been extended longer.

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Originally Posted by Falazure

locking your paying customers out of content because we are unable to register a code is absurd, we paid for the game, you know we did (early access code issuance)

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Actually, no, they don't know it. The early access code only indicates that you'd ordered the game, not that you bought it, nor whether you'll use it for the same account if you did buy it.

So eventually, they'll need a code that says the full expansion has been purchased and for this particular account. (Their failure is in not allowing enough time for that to happen, not in insisting it has to happen.)

So after talking to SE's chat support it all got sorted out. They enabled it so I can play. I don't know how long it'll take for the CE to arrive, but at least it's great to be able to do the new content again.

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Originally Posted by DevonLandale

So after talking to SE's chat support it all got sorted out. They enabled it so I can play. I don't know how long it'll take for the CE to arrive, but at least it's great to be able to do the new content again.

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WHAT? Really? Congratulations, but for all of us stuck in the same-ish situation: what support options did you use? Like... phone/email/chat? And a particular option in the support menu? Would appreciate any and all advice; I'm getting super behind in content :(

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Originally Posted by andlucifer

WHAT? Really? Congratulations, but for all of us stuck in the same-ish situation: what support options did you use? Like... phone/email/chat? And a particular option in the support menu? Would appreciate any and all advice; I'm getting super behind in content :(

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Email contact wasn't really the way to go since I only got a generic response, but the chat support guy was extremely helpful.

I went here: https://support.na.square-enix.com/c...p?id=5382&la=1
Accounts/ID - Registration Code

Then I wrote the S-E Store order number and what was going on. Had to wait a couple of hours on the chat queue, but just be patient and should work out.
Good luck!

I just tried to do the same myself, and after waiting for ~2h I had the support agent close the ticket after I did not respond for 1 minute because I was in the washroom -_- ffs. This ping pong shipping bs has happened with every physical order I've made from the Square Enix online store, it's just plain unacceptable. Why can't they just allow Amazon to sell the Collectors Edition so we can get it from a local warehouse in Canada?

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Originally Posted by Vezill

I just tried to do the same myself, and after waiting for ~2h I had the support agent close the ticket after I did not respond for 1 minute because I was in the washroom -_- ffs. This ping pong shipping bs has happened with every physical order I've made from the Square Enix online store, it's just plain unacceptable. Why can't they just allow Amazon to sell the Collectors Edition so we can get it from a local warehouse in Canada?

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this also happened with me this morning. so i made another ticket and then didn't leave my chair for a while. And I also had similar issues with HW.

Whelp, after sitting in the support queue for 4 hours last night I had the issue escalated as the support agent told me he couldn't do anything himself. I got an email this morning saying it isn't possible to give me access and I just had to wait for the Collectors Edition to come in. Not sure how you managed to get access DevonLandale, but you're lucky you did. As for the absurd shipping going on, I haven't gotten an update since Monday when it went back to Miami after being in Montreal all weekend.

Honestly this is leaving a very bad taste in my mouth, and has basically killed all my excitement for Stormblood now =\

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Originally Posted by Vezill

Whelp, after sitting in the support queue for 4 hours last night I had the issue escalated as the support agent told me he couldn't do anything himself. I got an email this morning saying it isn't possible to give me access and I just had to wait for the Collectors Edition to come in. Not sure how you managed to get access DevonLandale, but you're lucky you did. As for the absurd shipping going on, I haven't gotten an update since Monday when it went back to Miami after being in Montreal all weekend.

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I'm really sorry to hear that. I guess it depends on the agent? which is really weird and inconsistent. My CE is still in the same situation as yours, went back to Miami after spending the weekend in Montreal and no had updates since.

Honestly the only thing I really want is official recognition from either the community team or Square Enix themselves that something fucked up with Canadian shipping. The fact that the only answer people seem to be getting is "oh well, you just have to wait for it" from support people is horrible.

In case anyone was wondering what happens if you try to contact USPS as a Canadian: you can't. I get an error message saying:

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For International inquiries, per the Universal Postal Union (UPU), if your inquiry pertains to the status of an article mailed from a US address to an address outside of the US, you must contact the US sender and ask them to initiate an inquiry with the US Postal Service by calling 1-800-222-1811.

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Canada Post said the same thing: Square Enix needs to contact them, or they can't do anything. The package was mislabelled as a domestic package instead of an international one, right, but I can't do anything about that. I also wish people would stop saying "just wait," I've noticed the only ones who say that are the ones who already got it.

Sent in a support ticket talked to someone said I would get a reply in 24-48 hours, coming up on the 48 hour mark and still nothing.
My own copy dissapered on the 20th when the usps tracking updated to say that on the 18th it made it to Toronto and since then nothing, canadapost has had even less updates.
At this point its becoming unacceptible that so many people are screwed from the playing the game and the there has been just about zero help from SE, I wanted the CE but this isn't worth the dam effort if we don't know when or if we will ever get what we paid for.
Personally if I get an 'You will just have to wait' I'll just tell them if they won't help with giving what I already paid for then give me my money back and I'll get a cheaper copy.

the shipping tracker stopped at this and hasn't changed since:

https://cdn.discordapp.com/attachmen...0/aaaaaaaa.jpg

I sure hope I didn't just throw away a rather sizable amount of money for a Collector's Edition that i'll never receive.

Sigh, and no update on the Canada Post tracking since the 23rd =\ so if it doesn't come tomorrow it'll be another 3 days before anything is done because of Canada Day weekend. Joy. How is this in any way acceptable?

well i got a hold of chat support and while he said that normally this stuff would be handled by the store itself the issue was going to be sent to the senor staff to see about getting me stormblood access and I should receive a email in a few days or so when they can get to my issue.
So either I will relatively soon get access or I'll receive no info forever or my package will suddenly arrive right when I get access from them.

With my luck it will be either 2 or three but so far it seems that some know were are more then a little pissed off so 1 and 3 are likly at this point.

all i can say it put in the support ticket chat with a real person (the waiting can suck) and just do what i did just tell them how you feel (be polite for gods sake) I said (in more words then this) give me the game i paid for or refund

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Originally Posted by Vezill

Sigh, and no update on the Canada Post tracking since the 23rd =\ so if it doesn't come tomorrow it'll be another 3 days before anything is done because of Canada Day weekend. Joy. How is this in any way acceptable?

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Sounds more like a postal system problem then SE problem.

So from the looks of things there haven't been any updates since Friday (Canada Post) and Monday (USPS). Doesn't look like we'll be getting it today and no word from Square Enix about what will be done =\\ Any news from my fellow Canadians? What can we even do about this absurdity?

Also @Lexia, here's what some other Canadians have found out in the post in Tech Support:

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Originally Posted by andlucifer

I'm Canadian, I still haven't received my CE yet. My tracking has even less information than all of yours, though, which is making me really paranoid? My CE information is a car-crash of impossibilities; it left Louisville twice in the same day and never arrived there? And then later it leaves Montreal twice... once at ~4AM and another time around ~9AM? But it never says anything about customs, and it stopped updating around that 9AM tag on Friday morning... it has been a complete mystery since then. I have called Canada Post and they said it's likely in customs and there's nothing they can tell me. I asked him why it doesn't say it's in customs. He ignored me and said it will take about 4 days to clear customs.

It's only business day 3; I'm hoping it hasn't just been completely lost. I have contacted Square a couple times now; one time they said there was literally nothing they could do for me, including move my main out of the Stormblood content I (apparently naively) left her logged in to, and then I contacted them again and they finally moved her out for me but still had nothing to say re: the late CE except for "just wait."

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Originally Posted by Brotech

When I called them, they told me that Scalefast is who handles all of their sales and shipping issues, and that I'd have to go through them to get support on this issue. And that all they have is the email ticketing system. Which is basically, you send in the ticket, get an auto response, reply to the auto response saying it doesn't resolve your issue, and then wait. Because their ticket system doesn't have a tracking system. So who knows how long its gonna take to get this resolved.

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sigh

July 3rd and the tracker hasn't budged since last Monday and I haven't seen anything encouraging, I dunno what to do now.

I'm just going through the process of getting my money back, no one should be paying for a product that they aren't going to deliver on, also on my previous support tickets to them zero updates on those.

July 5 and I still didn't receive it. What about you guys?

I contacted SquareEnix chat support today and they had no information about the location of the packages or what went wrong with them. I was able to receive access to Stormblood after providing the usual account information validation, the date of the pre-order, the order number (both are available in the order confirmation email from the purchase) and a copy of USPS tracking information. The agreement is that I need to contact support once more when I do get my physical copy so they can deactivate the temporary access they gave me.

I ordered the collector's edition of Stormblood to be shipped to Québec, Canada. From USPS tracking, it seems the order was refused by customs and sent back to the sender (in my case, West Palm Beach, Miami, United States, where it was first recorded at USPS).

If my guess is correct, that means Scalefast (the company responsible for SquareEnix's store) were returned a large amount of packages after customs refusal. This would mean that USPS no longer actually have the packages (thus explaining why their tracking information is not updated) and Scalefast is most likely trying to fix whatever went wrong and will at some point resend the packages. According to my own tracking record, Monday June 26th is when the package departed West Palm Beach, most likely to reach Scarefast. This would mean that Scarefast has received the refused packages for about a week now.

Depending on the volume of packages to send back and the exact issue that caused the refusal, I am expecting another week before Scalefast can start resending the packages, more or less depending on their current workload and another week or two for the packages to reach destination. Being conservative, I think we will receive our "pre-order" by the end of July.


EDIT: I received my copy of the collector's edition of Stormblood. There was no update from the 26th of June until July 6th. From then, the package was delivered on the 7th.

This would put some weight in the guess that Scalefast is slowly reshipping the packages. That would mean people will likely not get any information until their package is reshipped from Scalefast.

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Originally Posted by LloydShade

I contacted SquareEnix chat support today and they had no information about the location of the packages or what went wrong with them. I was able to receive access to Stormblood after providing the usual account information validation, the date of the pre-order, the order number (both are available in the order confirmation email from the purchase) and a copy of USPS tracking information. The agreement is that I need to contact support once more when I do get my physical copy so they can deactivate the temporary access they gave me.

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While not personally being affected by this having ordered the digital version, this is all very unreal to read and hear (from friends) in 2017. Like, really.

Sure, although this problem resides outside of SE own store-bounds, this being their die hard fan-base it would charm them taking up their lead role and reaching out to these gamers / customers.

So reading about LloydShade’s temporary activation here, something these people really need, is definitely something good and praise worthy. People with this problem should take note. Already mailing some friends! Thanks for posting.

I never receive my collector of Stormblood I order.
What can I do ?
It was in west palm beach June 29th and no update , we are july 10th !!!
What can I do ?

oh yeah, forgot to mention , I'm from Canada, Montreal

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Originally Posted by Darcon

I'm just going through the process of getting my money back, no one should be paying for a product that they aren't going to deliver on, also on my previous support tickets to them zero updates on those.

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I've been trying to do that via their help ticket and unfortunately that's all via email. It took a week before I got an auto message about the heavy load due to the Stormbloods release. From my view they are taking their sweet time to run out that 14 day return policy.

I've been waiting since the day the package came in and the last thing was to send a picture to verify the package was unopened. Since then all I've gotten was a request to rate the customer service. I cant tell if that means it was closed or sent back in line. Not one thing related to what the next step is to return the game for a refund, let alone a return label for me to print out. I wish I could just call them up or live chat with a real person to get it done. Their whole Customer support setup is a borderline scam in my opinion. If its that heavy on their end then they need to at least expand the return window from when we get the mailing info from them. But they don't even communicate in any timely manner if at all.

Finally got an update of them saying check my postal service as they attempted delievery, basicly it took them two weeks to reply to a issue they already knew i had only to tell me something i knew a week before they did and told the postal service return to sender. Then they had the gall to ask me how my service was, gee i wonder how it was.

I put in another ticket telling them I put it return to sender and I honestly don't care what crap they try to pull, its past the due date for returns, well to bad becuase its way past the due date for shipping isn't it (pretty dam sure it was put on a do not deliever until this time), you have to use the proper label, and return to sender is acceptible as a return since it will be sent right back to where it came from.

Basicly no matter what i'm pretty dam adamanite about getting every penny back and will fight for it becuase i'm sure i will have to.

Ok so I just started playing this game with ARR, and recently hit lvl 50, which is cap. So I decided to get an expansion. The Shadowbringers Preorder PC Download includes both Heavensward and Stormblood, so I thought it was a good deal.

When I bought it however, I only got an activation code for the Pre-Order gifts and nothing for HW and SB. I reached out to support but haven't heard back. Any idea what's wrong?

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Originally Posted by zeetaze

Ok so I just started playing this game with ARR, and recently hit lvl 50, which is cap. So I decided to get an expansion. The Shadowbringers Preorder PC Download includes both Heavensward and Stormblood, so I thought it was a good deal.

When I bought it however, I only got an activation code for the Pre-Order gifts and nothing for HW and SB. I reached out to support but haven't heard back. Any idea what's wrong?

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Preordering the Shadowbringers bundle with HW+SB mean that you won’t get access to all three until Shadowbringers releases. So near July.


[obligatory comment about a necro here]

It's not letting me prepurchase because it's not accepting my zip code.

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Originally Posted by rencyth

It's not letting me prepurchase because it's not accepting my zip code.

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You'll need to contact the store support regarding that.

Also this is a stormblood thread. :)

I got FF14 and Shadowbringer on steam, but the cd key isn't working on the redemption page.

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Originally Posted by Lexbraig

I got FF14 and Shadowbringer on steam, but the cd key isn't working on the redemption page.

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The one on Mog Station? You only use the preorder code for now to get the earring and minion. You use the other code on launch date or early access if you qualify for that.

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Originally Posted by linay

The one on Mog Station? You only use the preorder code for now to get the earring and minion. You use the other code on launch date or early access if you qualify for that.

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This is where I've been trying to redeem the codes https://redeem.finalfantasyxiv.com/na/redeem I've tried both codes, but neither works.