Not happy

[JamesPALGN]

Great, so first of all I tried to run the upgrade to the full season from eps 1, didn't have my credit card on me so came back later and discovered that the order number no longer worked (as happens when you don't complete the order I found only after reading the forums).

I sent an email to support asking for the number to be reactivated. However a week later I hadn't received a response, so I thought I'd just try it anyway to see if it had gone through. To my surprise it did - my number must have been reactivate without emailing me back (I checked my spam box throughly).

So I then proceed with the order, making sure that I didn't stop to lose the upgrade again. However, I get to the end of the order process and find the page stuck on "We are processing your order. You will be notified of the result shortly." never moving foward.

So I sent an email to the support address on the digital river site, asking what happened and if I'd been charged. Guess what, one week later and still no frikken response!

All I want to do is give you money for your product, is that so hard? ...and there I was extolling the virtues of digital distribution after steam worked so well.

Can someone PLEASE reactivate my order number (467943****) and assure me that the purchase system will be working this time?


Oh and I almost forgot - once you create an accout during an order, it doesn't have a username attached, so you can post in the forums (or even create an account on the forums) while logged in. I had to create a whole new account just to post here.

[tabacco]

James, I responded to your support email about 3 hours after you wrote it, back on the 20th. I don't know what happened to it, if it didn't end up in your spam mailbox. I'm sorry Digital River's support didn't respond, but unfortunately, their support is beyond our control. We try to steer as many requests as possible to our own support address so that we can address order problems as quickly as possible.

For the record, also, if your account doesn't have a username, you can click "Get a Username" in the user info box at the top right of the page and get a username for your current account.

[Emily]

Hey there,

First of all, Doug did send a response when he reset your order number. He sent it on the 20th (about three hours after your email came in). I don't know why it didn't show up in your spam folder, but the email was sent.

Second, we were not satisfied with Digital River's customer service so we requested that they forward all inquiries from Telltale customers to us. The bad news is, even though they're supposed to be doing this, they haven't been. I'm guessing they didn't respond to your request because they were told not to, but they also didn't send it to us, which is why it fell through the cracks.

I just looked you up and see that your upgrade order went through. I will send you a PM with the order number right now.

I'm sorry there have been some communication issues here, but we work very hard to support our customers (as evidenced by the fact that I'm posting this at 10:00 on a Saturday night! :D)

Oh and I almost forgot - once you create an accout during an order, it doesn't have a username attached, so you can post in the forums (or even create an account on the forums) while logged in. I had to create a whole new account just to post here.

You should be able to create a username for an existing account. In any case, we can link your orders to your account and consolidate everything, no problem.

I'll send you that order number in a sec.

EDIT: Ha - apparently Doug and I are both working on Saturday night. How sad is that? :p

[tabacco]

I win, apparently.

[JamesPALGN]

Thanks for the quick responses even on your weekend!

As Emily helped me discover, not receiving confirmation emails was my fault, since one of the email aliases I was using wasn't routing correctly.

Downloading Eps 2 now. Glad we got it working in the end :)

[Emily]

Me too. Enjoy the game! :D