Collector's Edition won't get here til after early access, don't wanna get locked out

First off let me say I've been trying to contact Square Enix in every way imaginable for days now, Email, Chat, two different phone numbers, and none of them seem to be working. I'm only really posting here as a last ditch effort.

Anyway, I pre-ordered and fully paid off the Stormblood Collector's Edition off the Square Enix Online Store MONTHS ago (since they have the new "pay now" option), but it didn't ship until the 19th of June, only one day before Stormblood officially came out. Already that was weird to me, because every other collector's edition I've ordered before (and I've ordered a lot) has usually shipped 1-2 weeks before release so it was here right around launch. Either way, I have been having fun playing early access to Stormblood, but I noticed a message in game that said Early Access would end on the 23rd. Well here's the problem, there was clearly some sort of problem with the shipping of my package, cuz it's estimated delivery is the 27th, four days after early access ends!

PROBLEM: So here's my problem: it looks like I'm gonna get locked out of Stormblood content for four days, even though I PRE-ORDERED it. This is gonna put me well behind my partners in my raid group and cause a considerable setback, and it's not even my fault! The Square Enix Online Store is the one responsible for sending my shipment late, so I don't think I should have to pay for that by getting locked out for a few days.

SOLUTION: I would like a solution that allows me to continue playing until my order gets here please, because it would not at all be fair for me to pay like this when it was nowhere NEAR my fault. I can provide order number and tracking info to prove I have in fact ordered it a while ago and that it is in fact on the way. I play on Ps4 btw.

I ordered the physical CE for Stormblood and noticed in my SE Store orders page there is an option to get the unlock code. Have you tried using that to register the product?

i am in the same sort of boat. and very disappoint this has happened a second time as it happened with heavenward as well. my package was shipped on the 16th... took 2 days to get to Canada where there is a 8 day standard wait in customs and then delivery to me... expected delivery is the 27th.. why was this taught of on ship times. i have also tried so many ways to contact support and not getting anywhere. the one response i got from the email ticket i submitted was that i should contact Canada post to have them check on delivery time... did that before contacting them as per my ticket so obviously they aren't actually getting the problem.

Quote:

---

Originally Posted by Katalyn

I ordered the physical CE for Stormblood and noticed in my SE Store orders page there is an option to get the unlock code. Have you tried using that to register the product?

---

and as for that option it, i cant even check cause i get an error when ever trying to sign into store saying they are experiencing to much volume and cant sign in right now.

hope some one out there can help

Quote:

---

Originally Posted by FFJoeman93

PROBLEM: So here's my problem: it looks like I'm gonna get locked out of Stormblood content for four days, even though I PRE-ORDERED it. This is gonna put me well behind my partners in my raid group and cause a considerable setback, and it's not even my fault! The Square Enix Online Store is the one responsible for sending my shipment late, so I don't think I should have to pay for that by getting locked out for a few days.

---

What Shipping method did you use? From what I can see if it saying it not going to arrive until the 27th you must of choose the slowest shipping which would take 5-10 days. (27th being 8 days from the 19th ship date) So they have full filled their end of the deal and have no fault on you receiving it late. Maybe should of spent the few extra dollars and got the priority shipping that would of arrived in 2-5 days? (Would of arrived 24th at latest if shipped on 19th). While it does say will try to aim for on or near release day delivery but does not guarantee it and "actual delivery date may vary depending on your location and method of shipping.:" I based this on USA shipping time, if you live in a different country like Canada they have no control over how quickly customs handles your package.

Quote:

---

Originally Posted by Lexia

What Shipping method did you use? From what I can see if it saying it not going to arrive until the 27th you must of choose the slowest shipping which would take 5-10 days. (27th being 8 days from the 19th ship date) So they have full filled their end of the deal and have no fault on you receiving it late. Maybe should of spent the few extra dollars and got the priority shipping that would of arrived in 2-5 days? (Would of arrived 24th at latest if shipped on 19th). While it does say will try to aim for on or near release day delivery but does not guarantee it and "actual delivery date may vary depending on your location and method of shipping.:" I based this on USA shipping time, if you live in a different country like Canada they have no control over how quickly customs handles your package.

---

because we are in Canada expedited wasn't an option. and they had promised all players would receive before early access was over so this is not fulfilling that if they didn't leave proper time for shipping i preordered in feb and payed last month so there is no reason for it to be late.

Mine hasn't been updated since Monday. I don't want to get locked out for however long it takes.

I'm in the same boat. I pre-ordered Stormblood from my country's retailer and they sent me an e-mail last monday where they said that they haven't received the games yet. This means that I can't play Stormblood content on this weekend at all if the game isn't in my mail today.. Sad but true.

For anyone saying "tough luck, shoulda gotten the faster shipping" I've ordered Collector's Editions from the square enix store over a dozen times, and always gotten the slow shipping. Every time i do, they still ship it early so it gets here around release date. It just so happens that this time it was delayed for some reason. Hell they even say that they ship it early so it gets there by release. So no, that's not a problem.

I also just got off the phone with square enix customer support, and they said they "can't do anything about it" and that I'll have to just "sit and wait for the game" the dude even started to get pissed off at me when I told him that this was in no way my fault, so why am I paying for it by not having access to something I've already payed for!? This is absolute BS! Square Enix basically just told me, "tough luck" that is NOT how you're supposed to treat your customers! If I did that to a customer at work, I would have gotten fired! I've already paid for Stormblood, it's not my fault they messed up the shipment this time!

Quote:

---

Originally Posted by FFJoeman93

For anyone saying "tough luck, shoulda gotten the faster shipping" I've ordered Collector's Editions from the square enix store over a dozen times, and always gotten the slow shipping. Every time i do, they still ship it early so it gets here around release date. It just so happens that this time it was delayed for some reason. Hell they even say that they ship it early so it gets there by release. So no, that's not a problem.

I also just got off the phone with square enix customer support, and they said they "can't do anything about it" and that I'll have to just "sit and wait for the game" the dude even started to get pissed off at me when I told him that this was in no way my fault, so why am I paying for it by not having access to something I've already payed for!? This is absolute BS! Square Enix basically just told me, "tough luck" that is NOT how you're supposed to treat your customers! If I did that to a customer at work, I would have gotten fired! I've already paid for Stormblood, it's not my fault they messed up the shipment this time!

---

I would also like to add, HOW CAN THEY NOT DO ANYTHING ABOUT IT WHEN IT'S THEIR GAME AND CODES!!!???

Adding yet another unhappy voice to this pile.
I'm in Canada. I've been playing FFXIV since closed beta. Thought I'd show some loyalty, buy the physical collector's edition - including the unreasonably insane price for shipping.

Huge mistake, right?

You'd think that at the price paid that, I don't know, a courier might be standard so that items arrive in a TIMELY manner? Is that too much to ask? Expediting wasn't an option, or I would've paid for that too. Now, early access ends in all of a few hours and I still have no idea when my CE box will even arrive. I can't play content I've paid for over a month ago. I've received pretty much no more than 'Oh, well that's too bad' in my requests for assistance.
Would it have killed them to even extend early access for an extra week? Hell, it's not like most of us could even play the game anyways between congestion and apparently DDoS'es...

Just... not cool. Really not cool. The lack of concern and consideration displayed for this leaves a very sour taste in my mouth. How disappointing.

I just got locked out and my package won't for for a few more days. :( Can we get an extension or something? I want to keep playing...

i think what has disappointed me the most here is the lack of support. i was talking with a friend who ordered the heavenward collectors edition and they had the same thing happen (so they haven't learned from that mistake and improved the service) but at least them they all got extend access and were able to actually talk to customer service agents and get replies... now it just seems like were being ignored. and there are alot of us out there. i watched as they post on their Facebook got hundreds of comments about the same issue.

I'm in the exact same boat. Mine just apparently got through customs on the 23rd, so now it won't arrive till Tuesday at the absolute earliest.

Hellos fellow screwed Canadians!

I logged in this morning and got locked out :( kinda cool that the whole login defaults back to HW with music and all.

Anyways... yes, super disappointed... bad early access launch, pre-ordered 3 months before release all for ~$335 oops locked out.

I tried Square's support page... they sure love to loop people around and around then send you to the Great Britain side and tell you closed business hours.

At least I was able to gather/farm some mats to at least be able to craft a few things until it magically arrives.

I too am in the same situation! My PC physical copy isn't going to get here until next week sometime and I got locked out this morning! I'm really quite upset! What a stupid idea to by time limitations on this. I paid like $60......seriously and it's the weekend....

Sigh, I am pretty freaken mad over this. I am also Canadian and my CE has still not arrived, despite being shipped on the 16th according to the tracking. My current updates are just plain unacceptable:

Quote:

---

June 26, 2017, 6:22 pm Departed WEST PALM BEACH, UNITED STATES
June 26, 2017, 3:45 pm Departed MIAMI, UNITED STATES
June 23, 2017, 1:07 pm Processed Through Facility CANADA
June 23, 2017, 3:07 am Customs Clearance CANADA
June 22, 2017, 10:20 am Departed MONTREAL, CANADA
June 21, 2017, 5:21 am Departed LOUISVILLE, UNITED STATES
June 21, 2017, 5:21 am Departed HAMILTON, CANADA
June 20, 2017, 12:03 am Departed LOUISVILLE, UNITED STATES
June 19, 2017, 9:48 pm Departed WEST PALM BEACH, UNITED STATES
June 18, 2017, 8:55 am Arrived MIAMI, UNITED STATES
June 16, 2017, 4:09 pm Processed Through Facility ISC MIAMI FL (USPS)
June 16, 2017, 4:07 pm Arrived at Facility ISC MIAMI FL (USPS)

---

Seriously how is this ok? For some reason this kind of ping ponging between the US and Canada has happened with EVERY package I've ordered from the Square Enix online store. Why can't they just sell things through Amazon or have a warehouse in every major country like sane companies do? Or offer sane shipping costs?

Luckily I have been able to play up to this point. I haven't logged out of the game in about a week and a half due to the fear of my account being checked by the launcher and kicking me out of Stormblood. Not sure if that's how it works, but I'm not willing to chance it til i FINALLY get my collectors.

SE please at least acknowledge its a problem and maybe give everyone affected a fantasia or something.

They sent mine without the full address. I've been proactive in communicating with the support section but it was effed right from the get go. Made it local then got sent back to SE. Really. Just my name a zip code guys?

Hello, I'm in the same situation here's what my racking looks like:

https://imgur.com/a/r8bmz

So I'm guessing that my package got sent back to SE? will they sent it back or did SE scam me of almost 300$?

It looks like that it was sent to Canada from Florida, failed to some reason, sent back, and then sent out again.

Wow, what a big round about thing that is going on here with many packages. I am guessing that SE put incomplete addresses and they have to resend it again.

I think SE was out of their mind charged $200 for that (well we will call it stuff) that they included anyways.

I've just noticed that my CE was sent back to the states, and is being sent back again. This happened with Heavensward CE as well! Seriously, how is this a thing? Really not acceptable...

Same issue here. In Canada also.
Seems it's a Customs issue with Square Enix.
FFXIV is being categorized as a Gambling product (due to money involved to play it?) and gets scrutinized further.

Maybe it's a matter of labeling that needs to be addressed?

Either way, SE shipped with USPS I guess with instructions to ship on the 20th when pre-shipment info was given on the 16th...
June 21, 2017, 9:00 pm is when it left the facility.
Priority shipping is 2-5 days. That means if USPS (bless em) are able to meet this timeline, their minimum time for delivery is the END of the Early access.

It was doomed to fail. Again. Just like ARR (if you ordered online), and just like HW CE.
You would always receive your product after the time of expected delivery.
Not to mention weekends.
Not to mention Montreal was on holiday this weekend so Friday is a nono. Saturday and Sundays are nonos. And Monday was a Nono too (shortstaffed for lieu day takers).

You then end up having 4 days shaved off that estimated delivery time.

My guess is we'll start seeing Canadians receive their product late this week, or next week.

Congrats on getting tricked again boys!

Haha and now SE answer my ticket by sending an automated message with Stormblood FAQs in it...seriously this is so frustrating for how expensive that thing was!

They're gonna force everyone to be logged out. So if you hadn't logged out and lost early access, you're gonna lose it soon.

Still have not received mine, and the tracking hasn't been updated since it went back down to Miami on Monday. After spending ~4h waiting in the webchat support queue last night I was told nothing could be done and we'd just have to wait for it to arrive. This is no way to treat your Canadian customers Square Enix.

Quote:

---

Originally Posted by Vezill

snip

---

This is exactly what mine looks like, I called Canada Post(cause you can use the same tracking number on their website,) they believe it was refused by customs.

I didn't know you could use the USPS tracking code with Canada Post. That makes the tracking look even worse, as it took a week (the 16th to the 23rd) just to arrive in Canada, and hasn't been updated since the 23rd. Seriously what is going on here? Have any Canadians received their collectors editions at all yet?

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."

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.

look at my case with USPS ... https://www.facebook.com/photo.php?f...type=3&theater
https://www.facebook.com/photo.php?f...2394337&type=3

It's been a week now since I can actually access Stormblood content despite my "pre-order". 12 days since any actual activity. How wonderful.

Hello SQUARE ENIX there is A LOT OF US here that DON"T HAVE WHAT WE PAID FOR, how about at least and OFFICIAL ACKNOWLEDGEMENT at least about it would be nice.

Well I know for USPS it has to be 21-30+ days for a package to be considered lost, not sure about canada post rules.

Quote:

---

Originally Posted by Lexia

Well I know for USPS it has to be 21-30+ days for a package to be considered lost, not sure about canada post rules.

---

30 days. I called them last Monday.

I got the same problem, ordered standard physical box. It came one day too late, so i just ran into Store and buy it myself. Now im waiting since a week SE Store send me an mail to return it ....

Quote:

---

Originally Posted by Darcon

Hello SQUARE ENIX there is A LOT OF US here that DON"T HAVE WHAT WE PAID FOR, how about at least and OFFICIAL ACKNOWLEDGEMENT at least about it would be nice.

---

Seems that they don't care. Typical.

My guess is someone at their third party shipping warehouse didn't put any commercial invoices on the packages so customs has seized them all pending someone at the warehouse sending the appropriate documentation. There won't be an acknowledgement from SE, since the company that handles the store won't come out and say they screwed up.

I've learned my lesson, don't buy anything from SE directly, as you will just end up being disappointed.

Quote:

---

Originally Posted by NegaBiggs

I've learned my lesson, don't buy anything from SE directly, as you will just end up being disappointed.

---

But they made the Collector's Edition *exclusive* to the SE store. We literally can't get it anywhere else. We are cursed to use them, and have to resolve ourselves to being punished for it.

So here we are, handling the punishment (which is simply, not playing Stormblood with everyone else. Not having a chance at buying Shirogane housing like everyone else. Not having a chance at MSQ completion in time for Omega like everyone else. Not having a change at gearing up and EX clearing for Omega like everyone else), fully aware of the nothing in terms of compensation that will be provided.

Happy Canada day peeps by the way!

Quote:

---

Originally Posted by Tarta

But they made the Collector's Edition *exclusive* to the SE store. We literally can't get it anywhere else. We are cursed to use them, and have to resolve ourselves to being punished for it.

So here we are, handling the punishment (which is simply, not playing Stormblood with everyone else. Not having a chance at buying Shirogane housing like everyone else. Not having a chance at MSQ completion in time for Omega like everyone else. Not having a change at gearing up and EX clearing for Omega like everyone else), fully aware of the nothing in terms of compensation that will be provided.

Happy Canada day peeps by the way!

---

Yeah I hear you, i said screw it and bought a digital so i can at least play in the meantime. Terrible solution, but i had no choice really. Either wait or be ready for raid that other people are counting on me for. I've sent them an email letting them know my frustration with the situation. That's all we can do for now :(

There's no excuse for that and it sucks, but if it makes you feel better, some of us are in the same boat. Even tho we have gotten our products already (before EA ended or shortly after), some of us having a hard time gearing as well, especially if new stuff gets added let's say tomorrow. We are still battling the long log in queue's, DF queue's, DC's, new Daily Kick system, as well as extreme latency issues etc. making it more of an alpha/beta test then anything else. At least you're not missing out on much lol, and I hope that after the product finally arrives, that you are not going to experience that issue, would be very frustrating on top of it.