FREE COPY OF HEAVENSWARD ... OR NOT.

I'm a bit confused, why my friend basically was too that there were no more Heavensward keys. don't you guys make CD-keys?????

My friend was trying to get the free copy of Heavensward advertised on the main page in Lodestone. When she followed the instructions and was trying to finalize it, it keeps giving her an error something "1 key per transaction". Her account is fresh on she was confused and made a support ticket in which she got this reply.

https://i.imgur.com/2pejZj7.png

I got some questions then.

1. If this is the case why wasn't the item remove or disable on the SE store, rather having to force people to write support tickets?
2. Why is the advertisement still up or not updated???
3. If copies were in limited quantities, why was that not specified?

Kinda disappointed, because it says "limited time" not "limited quantities"
https://i.imgur.com/e8WIelW.png


Best part it's still up in store and My friend got emails reminding her it's still here shopping cart. "Did you forget something" ..nice
https://i.imgur.com/AxyKudC.png

This sounds like an issue I once had when ordering an old Ubisoft game off of Steam. A lot of those games require an additional CD key just like the standalone versions. I bought the game, but I never got my key! Until a week later. What I didn't realize at the time is that the CD keys are not generated on the fly upon being purchased. I thought they had their own software for generating them, waiting for somebody to buy the product. Wrong. They predict a certain level of demand and generate enough keys before-hand to satisfy it. It sounds to me like the keys are on "back order", for a lack of a better analogy.

The best bet is for your friend to send a reply asking for an ETA on when more keys will be generated. It's possible that since the demand was larger than SE expected it might take a week or two for everyone who wants one of the keys to get one.

I dont trust a thing that comes from the SE store customer service anymore after their lore book debacle. I would create a second account and wipe your cookies settings and TRY AGAIN.
While the Customer service person may be telling the truth, they have immensely tarnished any good will with their customers since the lore book and I really dont trust scale fast any more.
(FYI, Scalefast Inc, is who currently runs the NA SE store for Square Enix, and they are terrible....)

Definitely have your friend try again. I just completed the process for a free key (as of roughly 8 AM Central) and was able to get one no problem. So if they were out, or having another issue it has been fixed.

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dont trust a thing that comes from the SE store customer service anymore after their lore book debacle.

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Its been worse with Shadowbringers. Several people in my FC have 3 or 4 pending preorder charges on their account and supports answer is "we wont transfer you to anyone who can help with that, and I cant tell you when it will be resolved".

Its an absolute disgrace.

We should start her a go fund me for the complete edition so she’ll have not just heavensward but storm and shadowbringers XD is definitely donate because you can’t offer something for free then say “we didn’t have many keys left” then you have to say it’s limited that’s not fair to many players

They flat out just told her, there are"NO MORE KEYS TO BE GIVEN"

Probably do it myself, Just frustrated because, they being vague and misleading about it.

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Originally Posted by Mikimyrue

We should start her a go fund me for the complete edition so she’ll have not just heavensward but storm and shadowbringers XD is definitely donate because you can’t offer something for free then say “we didn’t have many keys left” then you have to say it’s limited that’s not fair to many players

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Originally Posted by Barraind

Its been worse with Shadowbringers. Several people in my FC have 3 or 4 pending preorder charges on their account and supports answer is "we wont transfer you to anyone who can help with that, and I cant tell you when it will be resolved".

Its an absolute disgrace.

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Aside from my "appeals" when it comes to forum bans, I have inquired about my ShadowBringers pre-order twice and both times have gotten extremely fast and courteous responses and both resolved my issues.

It would take them about 4 days to give me an automated reply about a forum ban, but when it came to my order it took them 1 business day, (responded next day in the morning both times).

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Originally Posted by SturmChurro

It would take them about 4 days to give me an automated reply about a forum ban, but when it came to my order it took them 1 business day, (responded next day in the morning both times).

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Square Enix Support doesnt handle their Store's customer service, Scalefast Inc handles the storefront and orders. The forum ban and your SE store order are being handled by separate entities....


That said...

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Originally Posted by Barraind

Its been worse with Shadowbringers. Several people in my FC have 3 or 4 pending preorder charges on their account and supports answer is "we wont transfer you to anyone who can help with that, and I cant tell you when it will be resolved".

Its an absolute disgrace.

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Ugh, thats just ridiculous. SE seriously, either ditch scalefast or start reprimanding their terrible customer service and ethics! This is getting beyond stupid. During the lorebook debacle, myself and a bunch of others actually submitted complaints with the Federal trade commission and BBB. Clearly that hasnt helped stop their BS.
SE, please listen to your fans in the EU and NA who want to buy your merchandise, Scalefast is doing you a huge disservice and probably losing you customers and fans in the process.