Response from NCSoft with regards to CE. - Guild Wars Forums

nitra · Apr 29, 2006, 04:49 PM // 16:49

Subject
Guild wars Collectors edition and preview.

Discussion Thread
Response (Amy) 04/29/2006 11:24 AM
Hello Matt,

Thank you for your reply. Unfortunately, there are currently no plans to extend the Headstart or the 10 day grace period. While we understand your frustration, we have no alternate solution at this time other than purchasing the retail version until your Collectors Edition arrives.

Again, we do sincerely apologize for this inconvenience
Customer (Matt Muirhead) 04/29/2006 03:11 AM
As PER your website:

*Guild Wars Factions* Collector's Edition Availability 28 April 2006
Due to unexpected production delays, the initial batch of *Guild Wars Factions* Collector's Edition will be shipping in North America on May 4 rather than the scheduled release date of April 28. We are working with select retailers such as GameStop and Electronics Boutique for in-store availability on Friday, May 5.
While this first supply of the *Guild Wars Factions* Collector's Edition is limited in quantity, production is underway for a second run and we expect those to ship in the U.S.-region on June 30, 2006.
The teams at ArenaNet and NCsoft sincerely apologize for any
inconvenience, and appreciate your patience while we work on a
solution that will get the *Guild Wars Factions* Collector's Edition
to you as soon as possible

Are you now going to extend the guild wars factions availability Head start keys until At least MAY 5th now?
Response (PJ) 04/28/2006 02:14 PM
Matt,

Thank you for updating us with this information. I will pass your suggestions on to our Guild Wars team for consideration. Please continue to check the Guild Wars message boards for any news posts regarding this issue.

Again we apologize for the frustration.
Customer (Matt Muirhead) 04/28/2006 09:56 AM
It would be fair to give a few additional days of play for users who have entered a pre-order key.

Not only would this be fair, it would be the proper thing to do.

If this issue had been such that I as the end user were unable to pay for the game as ordered I can understand that no extension would be warranted.

However, the failure for NCSoft to Deliver a product on time to the distributers is not the end users fault and we should not be penalized for it.

Had we known right from the start there would have been a delivery problem or the CE would have a different release date then the normal edition, perhaps a different cause of action would take place.

However, I???ve seen other users in game during the head-start who already had their CE, so there is not justification for this injustice the rest of us must suffer through.

I just received a call from EB Games stating that the normal copy was in store, however the CE would not be available until at least May 4th due to a problem with the vendor.

I am hoping that NC Soft will do the right thing here.
Response (Brian) 04/28/2006 02:26 AM
Matt,

I sincerely apologize for any inconvenience this issue may have caused. The delay in shipment of the Collectors Edition version is indeed unfortunate, however we have no alternate solution at this time other than purchasing the retail version until your Collectors Edition arrives. Please keep in mind that NCsoft has provided a 10 day grace period while you are waiting on the arrival of your Collector???s Edition game box. Again, we do sincerely apologize for this inconvenience.
Response (Marissa) 04/28/2006 02:07 AM
Hello Matt,

Thank you for your response. I am escalating your inquiry to a Senior Representative for further assistance. Someone will contact you as quickly as possible. Thank you for your patience.
Customer (Matt Muirhead) 04/28/2006 01:26 AM
I???m sorry this is not acceptable.

I???ve already PAID for the collectors edition and have been advised that my money cannot be returned.

Why should I as a user be penalized because you could not deliver the product on time?

Why do I now have to either give up money or my ability to play because you failed to deliver the product on the said date.

Had the clients been advised of this shortage, perhaps well prior to the date I would have been ale to change my order.

Because the pre-order was sent out I cannot change it without having to pay for 2 copies of the game.
Response (Matt) 04/28/2006 12:53 AM
Hello Matt,

I apologize for your frustration

I apologize for your frustration but at this time we do not have any more information concerning the Guild Wars Factions Collectors Edition delay. If you wish to play Factions before you receive your Collectors Edition you would need to purchase the retail version until your Collectors Edition arrives. If you do not wish to purchase an additional copy, we regret that you will not be able to play until you receive your Collectors Edition.

Regards,
The Guild Wars Support Team
Customer (Matt Muirhead) 04/27/2006 11:56 PM
How is it my fault that you are not able to meet the date given for shipments?

How is it my fault that I have to either get my account locked out without use for until the end of next week, or be forced to pay for a normal version of the game, just to once again spend the money to buy a full version.?

How is any of this fair?

Gamestop EBgames, Bestbuy, CompUSA, Target, and other vendors have confirmed that NO CE???s will be available until at least May 4th

How is it fair for us to go out of packet just to support your game any further?

Not only that, 10 minutes after joining the Head-Start, I see people dancing in Town with the CE additions.

How is it fair that these users get access to factions full version, with the CE add-on that none of us will have until after May 4th

Your response, add a normal key, then stack the other key on top will cost me at least $50.

Plus the time and trouble.

Why should I even be bothered to shell out any extra money for this?

Is there any way that I caused this problem?

Then WHY must it cost me one way or anther..

I either don???t play, or I pay, play, then pay again.

I have no issues paying to play, but I will not pay twice, nor is this fair to any of the other users that have all waited for Factions CE.
Response (Marissa) 04/27/2006 11:40 PM
Hello Matt,

Thank you for contacting us regaring your Head Start access inquiry.

As you have already registered a Factions pre-order access key to your account, you will be able to access the Head Start when it begins and until the new Extended Head Start time. The Extended Head Start Event will pick up where the initial event ends, and will run for an additional three days. The Extended Head Start Event will end at 11:59 p.m. PDT on May 1 (6:59 GMT May 2).

If you are not able to register your Collector???s Edition Access Key to your account prior to the end of the Head Start, you will not be able to continue accessing the Factions game content. However, the characters you created in those two extra character slots will remain for a 10-day grace period (though will be unplayable).

If you are able to register your Collector???s Edition key to your account prior to the end of this grace period, you will be able to retain those two characters.

If you are not able to register your Collector???s Edition key until after that grace period expires, the two character slots will no longer show on your account. Once you register your Collector???s Edition key, the character slots will return, but will be blank.

Please keep in mind that you are able to ???stack??? a Collector???s Edition Access Key on an account that already has a Standard Edition Access Key registered. You can, of course, register a Standard Edition key to your account in order to ensure continued access to the Factions game content and the extra character slots while you are waiting on the arrival of your Collector???s Edition game box.

We sincerely apologize for any frustration or inconvenience this issue may have caused, and hope for the speedy receipt of your Collector???s Edition game box.

If you have any further questions regarding this issue, please do not hesitate to contact us.

Regards,

The Guild Wars Support Team

nitra · Apr 29, 2006, 04:50 PM // 16:50

NC Soft wants us to either PAY for the normal edition, then add the CE keys to your account, or go without due to thier mess up.

This is NOT fair.

Tarun · Apr 29, 2006, 04:55 PM // 16:55

They need to release CE keys that can be purchased at a discount ($15 bucks USD for example) to add onto your existing SE account.

Beat_Go_Stick · Apr 29, 2006, 05:35 PM // 17:35

That isn't the point. Some of us have ALREADY bought the Collector's Edition of the game and now, because of the additional monetary support we have given, we are unable to play for a week.

I have stuck with A.Net throughout all the flames and all the things I thought they did badly because they really seemed to care, but this is probably the worst decision I have seen them make.

Thanks to their decision not to extend the pre-order keys, I will be unable to play through the week. Such blatent disregard for fairness towards ones who spent more money on their product is unbecoming of a gaming company and has insured I will never spend money on a CE version again. I guess they just don't mind losing my $20 on their next expansion *shrug*

eSe · Apr 29, 2006, 05:41 PM // 17:41

as much as i support wat anet does, they have let me down in this situation here

nitra · Apr 29, 2006, 05:45 PM // 17:45

They can't justify thier response to any of this.

nitra · Apr 29, 2006, 05:49 PM // 17:49

Notes on EU website.

Current European availability of Guild Wars Factions Collectors Edition

Due to production and shipping delays, the Collectors Edition of Guild Wars Factions has shipped later than the 28th April release date to some countries across Europe. NCsoft Europe has worked around the clock to minimise these delays, but because of the holiday weekend across much of Europe, this has also delayed shipments.

Below are the expected dates for when Guild Wars Factions Collectors Edition is expected to be in stock at major retailers:

UK, Netherlands: Expected arrival 28th April (today)

France, Germany: Expected arrival 28th-29th April (today, tomorrow)

Denmark, Finland, Norway, Sweden: Expected arrival Tuesday, 2nd May

Greece, Hungary, Poland, Spain: Expected arrival Wednesday, 3rd May

Italy: Expected arrival Friday, 5th May

Australia and New Zealand: Expected arrival Friday, 5th May

NCsoft Europe apologises for these delays, and we hope you enjoy Guild Wars Factions.

nitra · Apr 29, 2006, 05:50 PM // 17:50

I've seen people in game for the Head-Start WITH CE, they had the dancers.
If there was an availability problem, HOW did those people get the keys on the 27th?

eSe · Apr 29, 2006, 05:52 PM // 17:52

we all know that there was shipping problems and all we asking is to extend the days we can play ce that way we dont have to stop playing ce, just extend it another 15 days or so by then hopefully every1 will have their ce and every1's happy

and nitra alot of them got it in stores there was a shortage of ce copies is why everyone didnt get them

nitra · Apr 29, 2006, 05:56 PM // 17:56

I personally know a manager in head office at gamestop/ebgames, no copies were delivered to them.

eSe · Apr 29, 2006, 05:57 PM // 17:57

some people got it some people didnt send ran out or something

nitra · Apr 29, 2006, 05:59 PM // 17:59

From what i can tell, it was one guild who had it.
Methinks it was an inside thing.

eSe · Apr 29, 2006, 06:00 PM // 18:00

lol i really dbouth areanet will do that to their customers and im sure not only 1 guild got it

nitra · Apr 29, 2006, 06:03 PM // 18:03

Everyone i've seen so far was from the same guild. Maybe different now, but the ones who had it on the 27th were all from the same guild

eSe · Apr 29, 2006, 06:04 PM // 18:04

well the ppl i know who had ce were not in the same guild on the 27th it was just a delivery thing

z3razerviper · Apr 29, 2006, 06:23 PM // 18:23

This is total BS.

Thallandor · Apr 29, 2006, 06:47 PM // 18:47

NCsoft really dropped the ball on this one and ANET support team should review their reply robot response for sensitivity rather than suggesting quick fixes that put them in the bad light to the gaming community.

nitra · Apr 29, 2006, 06:49 PM // 18:49

robot responses... I think i get better responses from dell support.

A_Muppet · Apr 29, 2006, 06:57 PM // 18:57

Is now a bad time to mention my brother got his copy of collector's edition in the post today?

Tsunami Rain · Apr 29, 2006, 07:09 PM // 19:09

Anet is doing everything they can. As with a lot of games (not just guild wars) delays can be expected. I'm sorry for everyones loss and I would do something if i could but being only one human being I cannot. I understand your frustrations but please keep the anger out of the forums.

--closed-- reason: anger, potential flaming, non-productive thread, and not a question.

Apr 29, 2006, 04:49 PM // 16:49	#1
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	Response from NCSoft with regards to CE. Subject Guild wars Collectors edition and preview. Discussion Thread Response (Amy) 04/29/2006 11:24 AM Hello Matt, Thank you for your reply. Unfortunately, there are currently no plans to extend the Headstart or the 10 day grace period. While we understand your frustration, we have no alternate solution at this time other than purchasing the retail version until your Collectors Edition arrives. Again, we do sincerely apologize for this inconvenience Customer (Matt Muirhead) 04/29/2006 03:11 AM As PER your website: Guild Wars Factions Collector's Edition Availability 28 April 2006 Due to unexpected production delays, the initial batch of Guild Wars Factions Collector's Edition will be shipping in North America on May 4 rather than the scheduled release date of April 28. We are working with select retailers such as GameStop and Electronics Boutique for in-store availability on Friday, May 5. While this first supply of the Guild Wars Factions Collector's Edition is limited in quantity, production is underway for a second run and we expect those to ship in the U.S.-region on June 30, 2006. The teams at ArenaNet and NCsoft sincerely apologize for any inconvenience, and appreciate your patience while we work on a solution that will get the Guild Wars Factions Collector's Edition to you as soon as possible Are you now going to extend the guild wars factions availability Head start keys until At least MAY 5th now? Response (PJ) 04/28/2006 02:14 PM Matt, Thank you for updating us with this information. I will pass your suggestions on to our Guild Wars team for consideration. Please continue to check the Guild Wars message boards for any news posts regarding this issue. Again we apologize for the frustration. Customer (Matt Muirhead) 04/28/2006 09:56 AM It would be fair to give a few additional days of play for users who have entered a pre-order key. Not only would this be fair, it would be the proper thing to do. If this issue had been such that I as the end user were unable to pay for the game as ordered I can understand that no extension would be warranted. However, the failure for NCSoft to Deliver a product on time to the distributers is not the end users fault and we should not be penalized for it. Had we known right from the start there would have been a delivery problem or the CE would have a different release date then the normal edition, perhaps a different cause of action would take place. However, I???ve seen other users in game during the head-start who already had their CE, so there is not justification for this injustice the rest of us must suffer through. I just received a call from EB Games stating that the normal copy was in store, however the CE would not be available until at least May 4th due to a problem with the vendor. I am hoping that NC Soft will do the right thing here. Response (Brian) 04/28/2006 02:26 AM Matt, I sincerely apologize for any inconvenience this issue may have caused. The delay in shipment of the Collectors Edition version is indeed unfortunate, however we have no alternate solution at this time other than purchasing the retail version until your Collectors Edition arrives. Please keep in mind that NCsoft has provided a 10 day grace period while you are waiting on the arrival of your Collector???s Edition game box. Again, we do sincerely apologize for this inconvenience. Response (Marissa) 04/28/2006 02:07 AM Hello Matt, Thank you for your response. I am escalating your inquiry to a Senior Representative for further assistance. Someone will contact you as quickly as possible. Thank you for your patience. Customer (Matt Muirhead) 04/28/2006 01:26 AM I???m sorry this is not acceptable. I???ve already PAID for the collectors edition and have been advised that my money cannot be returned. Why should I as a user be penalized because you could not deliver the product on time? Why do I now have to either give up money or my ability to play because you failed to deliver the product on the said date. Had the clients been advised of this shortage, perhaps well prior to the date I would have been ale to change my order. Because the pre-order was sent out I cannot change it without having to pay for 2 copies of the game. Response (Matt) 04/28/2006 12:53 AM Hello Matt, I apologize for your frustration I apologize for your frustration but at this time we do not have any more information concerning the Guild Wars Factions Collectors Edition delay. If you wish to play Factions before you receive your Collectors Edition you would need to purchase the retail version until your Collectors Edition arrives. If you do not wish to purchase an additional copy, we regret that you will not be able to play until you receive your Collectors Edition. Regards, The Guild Wars Support Team Customer (Matt Muirhead) 04/27/2006 11:56 PM How is it my fault that you are not able to meet the date given for shipments? How is it my fault that I have to either get my account locked out without use for until the end of next week, or be forced to pay for a normal version of the game, just to once again spend the money to buy a full version.? How is any of this fair? Gamestop EBgames, Bestbuy, CompUSA, Target, and other vendors have confirmed that NO CE???s will be available until at least May 4th How is it fair for us to go out of packet just to support your game any further? Not only that, 10 minutes after joining the Head-Start, I see people dancing in Town with the CE additions. How is it fair that these users get access to factions full version, with the CE add-on that none of us will have until after May 4th Your response, add a normal key, then stack the other key on top will cost me at least $50. Plus the time and trouble. Why should I even be bothered to shell out any extra money for this? Is there any way that I caused this problem? Then WHY must it cost me one way or anther.. I either don???t play, or I pay, play, then pay again. I have no issues paying to play, but I will not pay twice, nor is this fair to any of the other users that have all waited for Factions CE. Response (Marissa) 04/27/2006 11:40 PM Hello Matt, Thank you for contacting us regaring your Head Start access inquiry. As you have already registered a Factions pre-order access key to your account, you will be able to access the Head Start when it begins and until the new Extended Head Start time. The Extended Head Start Event will pick up where the initial event ends, and will run for an additional three days. The Extended Head Start Event will end at 11:59 p.m. PDT on May 1 (6:59 GMT May 2). If you are not able to register your Collector???s Edition Access Key to your account prior to the end of the Head Start, you will not be able to continue accessing the Factions game content. However, the characters you created in those two extra character slots will remain for a 10-day grace period (though will be unplayable). If you are able to register your Collector???s Edition key to your account prior to the end of this grace period, you will be able to retain those two characters. If you are not able to register your Collector???s Edition key until after that grace period expires, the two character slots will no longer show on your account. Once you register your Collector???s Edition key, the character slots will return, but will be blank. Please keep in mind that you are able to ???stack??? a Collector???s Edition Access Key on an account that already has a Standard Edition Access Key registered. You can, of course, register a Standard Edition key to your account in order to ensure continued access to the Factions game content and the extra character slots while you are waiting on the arrival of your Collector???s Edition game box. We sincerely apologize for any frustration or inconvenience this issue may have caused, and hope for the speedy receipt of your Collector???s Edition game box. If you have any further questions regarding this issue, please do not hesitate to contact us. Regards, The Guild Wars Support Team

Apr 29, 2006, 04:50 PM // 16:50	#2
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	NC Soft wants us to either PAY for the normal edition, then add the CE keys to your account, or go without due to thier mess up. This is NOT fair.

Apr 29, 2006, 04:55 PM // 16:55	#3
Tarun Technician's Corner Moderator Join Date: Jan 2006 Location: The TARDIS Guild: http://www.lunarsoft.net/ http://forums.lunarsoft.net/	They need to release CE keys that can be purchased at a discount ($15 bucks USD for example) to add onto your existing SE account.

Apr 29, 2006, 05:35 PM // 17:35	#4
Beat_Go_Stick Wilds Pathfinder Join Date: Feb 2006	That isn't the point. Some of us have ALREADY bought the Collector's Edition of the game and now, because of the additional monetary support we have given, we are unable to play for a week. I have stuck with A.Net throughout all the flames and all the things I thought they did badly because they really seemed to care, but this is probably the worst decision I have seen them make. Thanks to their decision not to extend the pre-order keys, I will be unable to play through the week. Such blatent disregard for fairness towards ones who spent more money on their product is unbecoming of a gaming company and has insured I will never spend money on a CE version again. I guess they just don't mind losing my $20 on their next expansion shrug

Apr 29, 2006, 05:41 PM // 17:41	#5
eSe Krytan Explorer Join Date: Jan 2006	as much as i support wat anet does, they have let me down in this situation here

Apr 29, 2006, 05:45 PM // 17:45	#6
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	They can't justify thier response to any of this.

Apr 29, 2006, 05:49 PM // 17:49	#7
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	Notes on EU website. Current European availability of Guild Wars Factions Collectors Edition Due to production and shipping delays, the Collectors Edition of Guild Wars Factions has shipped later than the 28th April release date to some countries across Europe. NCsoft Europe has worked around the clock to minimise these delays, but because of the holiday weekend across much of Europe, this has also delayed shipments. Below are the expected dates for when Guild Wars Factions Collectors Edition is expected to be in stock at major retailers: UK, Netherlands: Expected arrival 28th April (today) France, Germany: Expected arrival 28th-29th April (today, tomorrow) Denmark, Finland, Norway, Sweden: Expected arrival Tuesday, 2nd May Greece, Hungary, Poland, Spain: Expected arrival Wednesday, 3rd May Italy: Expected arrival Friday, 5th May Australia and New Zealand: Expected arrival Friday, 5th May NCsoft Europe apologises for these delays, and we hope you enjoy Guild Wars Factions.

Apr 29, 2006, 05:50 PM // 17:50	#8
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	I've seen people in game for the Head-Start WITH CE, they had the dancers. If there was an availability problem, HOW did those people get the keys on the 27th?

Apr 29, 2006, 05:52 PM // 17:52	#9
eSe Krytan Explorer Join Date: Jan 2006	we all know that there was shipping problems and all we asking is to extend the days we can play ce that way we dont have to stop playing ce, just extend it another 15 days or so by then hopefully every1 will have their ce and every1's happy and nitra alot of them got it in stores there was a shortage of ce copies is why everyone didnt get them

Apr 29, 2006, 05:56 PM // 17:56	#10
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	I personally know a manager in head office at gamestop/ebgames, no copies were delivered to them.

Apr 29, 2006, 05:57 PM // 17:57	#11
eSe Krytan Explorer Join Date: Jan 2006	some people got it some people didnt send ran out or something

Apr 29, 2006, 05:59 PM // 17:59	#12
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	From what i can tell, it was one guild who had it. Methinks it was an inside thing.

Apr 29, 2006, 06:00 PM // 18:00	#13
eSe Krytan Explorer Join Date: Jan 2006	lol i really dbouth areanet will do that to their customers and im sure not only 1 guild got it

Apr 29, 2006, 06:03 PM // 18:03	#14
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	Everyone i've seen so far was from the same guild. Maybe different now, but the ones who had it on the 27th were all from the same guild

Apr 29, 2006, 06:04 PM // 18:04	#15
eSe Krytan Explorer Join Date: Jan 2006	well the ppl i know who had ce were not in the same guild on the 27th it was just a delivery thing

Apr 29, 2006, 06:23 PM // 18:23	#16
z3razerviper Pre-Searing Cadet Join Date: Apr 2006	This is total BS.

Apr 29, 2006, 06:47 PM // 18:47	#17
Thallandor Desert Nomad Join Date: May 2005 Location: Singapore Guild: Seers of Serpents [SoS] Profession: R/	NCsoft really dropped the ball on this one and ANET support team should review their reply robot response for sensitivity rather than suggesting quick fixes that put them in the bad light to the gaming community.

Apr 29, 2006, 06:49 PM // 18:49	#18
nitra Academy Page Join Date: Feb 2006 Guild: EcTo	robot responses... I think i get better responses from dell support.

Apr 29, 2006, 06:57 PM // 18:57	#19
A_Muppet Krytan Explorer Join Date: Dec 2005	Is now a bad time to mention my brother got his copy of collector's edition in the post today?

Apr 29, 2006, 07:09 PM // 19:09	#20
Tsunami Rain mmmmmmmm pie. Join Date: Aug 2005 Location: Honolulu, Hawaii Guild: Favorable Winds [Gust] Profession: Mo/	Anet is doing everything they can. As with a lot of games (not just guild wars) delays can be expected. I'm sorry for everyones loss and I would do something if i could but being only one human being I cannot. I understand your frustrations but please keep the anger out of the forums. --closed-- reason: anger, potential flaming, non-productive thread, and not a question.