Questions regarding Stormblood Pre-orders or Collector's Edition

[andlucifer]

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.

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

[DevonLandale]

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

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!

[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?

[DevonLandale]

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?

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.

[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.

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

[DevonLandale]

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.

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.

[Vezill]

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.

[andlucifer]

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:

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.

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.

[Darcon]

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.

[Nahaara]

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



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.