This will be the last time I bring this to your attention. I've contacted Stardock sales multiple times. I've posted here before. Needless to say, I don't have the Limited Edition of Elemental that I paid for within days of it being available. The game came out over three weeks ago. I was patient.
Not anymore. If I don't have a response to this simple request, I will never again pre-order a Stardock game and I will most certainly not order a Limited Edition of any game Stardock publishes. Ever again.
This isn't an empty threat. I'm pretty upset about this. I paid $79.95 for something I should have received weeks ago and still haven't even received an update about. It was frustrating enough to deal with the whole launch debacle, but I vowed to see this through. Now, I'm having second thoughts.
WHERE. IS. MY. ORDER?
bump, just to help you out
+1 Karma for you! Thank you!
I dont have my copy and I live 30 minutes up the road from stardock and it was a pre order.
I this were me I would be super pissed. Collectors Edition no less... someone make a phone call or send him an extra copy from Amazon or something.
Edit: @above poster: If I were you I would stake out in front of their office with a sign : P
Yes, mine was a pre-order, too. I literally bought the pre-order THE VERY DAY that it was available.
Jokes on me, though. I'm so close to just calling it quits with Stardock.
Pre Order during Beta2. Also 30mins away (Walled Lake, MI).
Pretty much WTF at this point. I want to be strong and zen-like, get my game and shut up til it is fixed, but this is insulting. Pretty much the only thing that can turn me off to a game is being insulted.
Can someone from Stardock give us some help, outside of the obligatory "zomg talk to sales!" Because I have, and they give me useless info like: "It shipped AFTER the Street Date, it shipped USPS (useless for tracking!), and it takes 5-7 Business Days." So pretty much, no help.
Pretty much it has taken this frustrating treatment of my Pre-Order to turn me into Nerd Rage Elemental Player Day-0.
All this for paying $ 70 for a game.
Almost the same EXACT story. I have been told it "shipped" on the 28th. Still waiting. Now, I don't live 30 minutes from Stardock, but I do live in So Cal, which isn't exactly off the beaten path.
Nothing. Nada. Still waiting.
This is exactly my problem. It was frustrating enough that the game was so disappointing, but I was going to be the bigger person and just see this all through. At this point, though, Stardock has simply insulted me and has basically said that it doesn't care about me as a customer, even if I own most of its games.
Fix this. Now.
Same problem here. Not limited edition, just the regular old one, but I still haven't recieved it. Contacted a week said the whole 5-7 business days after 7 days had passed. Still nothing.
Have you read the thread at all? Please calm down and read through the thread.
dragoaskani said: "Have you even taken the time to contact sales? You do know they don't handle shipping personally, thats outsourced. In other words if you haven't contacted sales@stardock.com you are a ******."
Very constructive, good sir. HOWEVER, if you had taken the time to read the very first post, you would have read in PLAIN ENGLISH that I have already contacted Stardock Sales MULTIPLE TIMES.
This was simply an effort to get their attention in other ways before I cancelled my order. Go troll somewhere else.
Wow.. that sucks! Hope you guys get the game asap! Someone from Stardock should respond here with some updates.
The boxes are shipped by a third party fulfillment center in Cincinnati, not from the office. So (for those commenting about it) being in Michigan isn't very meaningful in this context.
As the USPS shipments don't have tracking, I'm not sure at what point the shipments might be considered lost and be eligible for reshipment, but you'd need to discuss with sales to see if that is a possibility.
If sales would actually respond to my inquiries, that would be possible. As of now, I've contacted them 3 separate times and have not received a meaningful response. Some one NEEDS TO FIX THIS. This obviously isn't just a "one or two people" problem.
That really sucks. But you should know that Stardock, like many (most?) companies use a Fulfillment vendor to manufacture, assemble, and ship their product to the end user. This is a third party company with no relation to Stardock services. Stardock is a customer. They pay the fulfillment center to burn the CDs, package the games, send the product to the user, and more. Clearly something has gone seriously wrong. Some folks haven't got their game, while others have gotten two copies. Stardock does not have ready access to who got what. Stardock has to rely on the fulfillment center to make things right. Stardock should explain all this, even if it is just to say they are aware of the problem and are working with the vendor to resolve it. Brad did say as much in one of his postings. But Stardock customer service should send out an explanation email to each customer who's emailed them about this problem. And a stickied post dedicated to this issue should be posted on the forums. Beyond that, Stardock keeps pushing the vendor to make things right.
Civ4 had problems when it shipped. My pre-order arrived late, and my install and play disks were misslabelled. Some US customers got a french language tech tree. And I believe there were other problems. I erroneously blamed Firaxis and 2k for these problems. That wasn't fair of me. Now I know.
Oops, cross posted with kryo's official response.
Well blame depends. Who gets most of the money from my pre-order?
Most likely Stardock. I just want my game or an actual update. I'll give it another 24 hours, but after that, I'm asking for a refund or store credit in addition to getting my game. This is just painfully ridiculous.
Since it had been some time since my Pre-Order (and Payment) I clicked Purchase on the button at the top of this page. Followed it through to the Cart and got this, and will quote it here:
Download only items:No Shipping Charges
Retail Game Boxes:US: USPS Priority Mail - $10-$15International: USPS First Class - $20-25
Desktop Enhancement CDs:US: USPS Priority Mail - $5-$7International: USPS First Class - $20-$23
Note: All prices quoted in US dollars. USPS shipping does not require signature for delivery and requires 2-3 business days for delivery within the US, 1-2 weeks internationally, depending on destination. Any import/custom fees or taxes charged by country of destination are the responsibility of the purchaser.
This contradicts what sales@stardock.com told me, which was:
Hello,All Elemental boxes were shipped on release day. USPS is used for shipping, and unfortunately tracking information is not available. Shipping should take between 5-7 business days for domestic (US) shipments and 1-3 weeks for international shipping.Remember that the digital download is available now through Impulse for all orders.Please let me know whether this resolves your problem or if you have any additional questions.Curt HendzellConsumer QA ManagerStardock Corporation
Which was then further contradicted by me bugging them a week later with this:
Hello,Your order was shipped on August 28. USPS is used for shipping, and unfortunately tracking information is not available. Shipping should take between 5-7 business days for domestic (US) shipments and 1-3 weeks for international shipping.Please let me know if you have any additional questions.Thank you,Elisa
So pretty much, WTF? Tuesday August 24th was RELEASE DAY. So this is what, 12 shipping days later (counting days not Sunday), or 8 shipping days later if you go from it being the 28th. But if you remember, the Elemental Web Page purchase info says "allow 2-3 business days for delivery within the US."
I dont even bitch about the gameplay, you can look at my posts. I have been a loyal customer of Stardock for a good long time. But this seems almost like they want to frustrate and piss me off. Sour taste, meet mouth. Bah, I give up. If/when it arrives I will prolly just poop in the box and bury it in my backyard so aliens can sort this out in the year 4572.
Well, i live in London, United Kingdom and i got my limited ed box 2 days ago, so it must be stuck in your postal service limbo.
Not to mention I was wrong in saying it was $70, it was $69.95 plus $10 for shipping and handling. Though I am pretty sure I was the one who got "handled".
The 2-3 versus 5-7 is someone using priority estimates when they're shipping them media mail. Stupid, but not exactly world ending.
It's a pretty small box, and USPS loses a lot of small boxes. They end up in corners and between machinery. You're slightly dramatic at this stage, perhaps a chill pill? I could see getting excited over it if you didn't already have the game digitally, but it's a potentially lost package at this point. They could handle it better, but so could you. Shit happens, now would be a good time to be notifying them your shipment appears to be lost. If you're still getting jerked around a week from now, then you've got a real complaint.
I think people have a reason to be upset. I just wanted to highlight the fact that shipping errors are not of Stardocks doing. And the info they get on whats been shipped is provided to them by the fulfillment vendor. They don't have direct control over any of this. Therefore there is bound to be delay and disparity between what was supposed to happen, what did happen, and what was reported to happen.
I'm not waiting on a physical copy, but this is pretty bad.
Stardock may not be the cause of the shipping errors, but they still assume overall responsibility for the timely delivery for their product and should still be held accountable for it. This is just bad business and unsatisfactory customer service.
Bought LE from newegg for $70 (no shipping)
Came 2 days after release.
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