Questions regarding Stormblood Pre-orders or Collector's Edition

[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?

[Darcon]

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

[Lexia]

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?

Sounds more like a postal system problem then SE problem.

[Vezill]

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:

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.

sigh

[Nahaara]

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

[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.

[DevonLandale]

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

[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.

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.

[eschaton]

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.

[...]

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.

[hollowjf]

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 ?