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korben22
korben22
Join Date 03/2008
0

so i purchased the game and have not gotten an email

March 7, 2009 3:14:12 AM from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Sigh. 0 for 2 on smooth game transactions. I purchased the game and have my receipt for the purchase. I have never received an email with my serial number and it has been about 24 hours.

I read a post that mentioned that things can get fubared if your stardock email and paypal email were not the same, so I emailed stardock about it. No response.

This is a perfect example of why non-tangible transactions are annoying. I would like my product now, but will be happy to process a chargeback if I don't get it soon.

technical
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korben22
-Ue_Carbon
Join Date 07/2008
+117
Reply #1 March 7, 2009 3:20:51 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

When did you email them? And I assume you sent a follow up email?

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korben22
korben22
Join Date 03/2008
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Reply #2 March 7, 2009 3:51:43 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Quoting -Ue_Carbon,
reply 1
When did you email them? And I assume you sent a follow up email?

 

23 hours ago, yes. Apologies for the attitude, but this will be the second time stardock has failed and last time I got to wait a month.

Not to mention having "you don't HAVE to, but if you want updates" impulse shoved up my southbridge.

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korben22
korben22
Join Date 03/2008
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Reply #3 March 8, 2009 3:10:53 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

another day, another bump.

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korben22
Wes992
Join Date 09/2007
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Reply #4 March 8, 2009 4:02:44 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Two Words: Weekends Off

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korben22
kryo
Join Date 05/2003
+458 sdemployee
Reply #5 March 9, 2009 12:23:05 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

The offices are closed on weekends, and the support queue sorts based on most recent action, so if you send additional mails before getting a response it will move you below users who have opened tickets between that point and your first mail.

If you got the automated response from support indicating that your ticket was opened, they should be able to look at it today or tomorrow. Or if you post your ticket ID I can have them pull it up right away. In most cases with paypal purchases all that is needed is a quick account merge, so it should be a simple fix once support is on the case.

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korben22
love9sick
Join Date 12/2008
+1
Reply #6 March 9, 2009 5:44:08 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

same issue here for my brother's new account.  WTF

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korben22
korben22
Join Date 03/2008
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Reply #7 March 12, 2009 7:17:12 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Quoting kryo,
reply 5
The offices are closed on weekends, and the support queue sorts based on most recent action, so if you send additional mails before getting a response it will move you below users who have opened tickets between that point and your first mail.

If you got the automated response from support indicating that your ticket was opened, they should be able to look at it today or tomorrow. Or if you post your ticket ID I can have them pull it up right away. In most cases with paypal purchases all that is needed is a quick account merge, so it should be a simple fix once support is on the case.

 

Day 5.

I gave up and resubmitted my email. Ticket number is TIA-899893

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korben22
korben22
Join Date 03/2008
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Reply #8 March 13, 2009 8:59:13 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

another business day, another bump.

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korben22
korben22
Join Date 03/2008
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Reply #9 March 22, 2009 10:46:51 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

15 days later, I am still without any useful communication.

 

Paypal dispute began... hope I don't have to go over paypal's head and take it to the credit card company.

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korben22
kryo
Join Date 05/2003
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Reply #10 March 23, 2009 1:11:41 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

I've spoken with support again. The ticket ID that you posted above was responded to within 24 hours by sales, so if you did not get it, it was most likely trapped by your anti-spam.

Unfortunately as you gave false details on your account, support was unable to check the status of your previous tickets (though I expect they were similarly replied and spamwalled) or seek the information they needed to solve the issue without further input.

Typically the issue you encountered is simply due to having bought with paypal, while using different email addresses for Impulse and paypal. If you provide all of the details to support (Order number, paypal email, impulse/sins email) they should be able to merge the accounts immediately upon receipt of the information (so any subsequent spamwalling of their replies shouldn't matter).

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korben22
korben22
Join Date 03/2008
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Reply #11 March 24, 2009 3:39:06 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Quoting kryo,
reply 10
I've spoken with support again. The ticket ID that you posted above was responded to within 24 hours by sales, so if you did not get it, it was most likely trapped by your anti-spam.

Unfortunately as you gave false details on your account, support was unable to check the status of your previous tickets (though I expect they were similarly replied and spamwalled) or seek the information they needed to solve the issue without further input.

Typically the issue you encountered is simply due to having bought with paypal, while using different email addresses for Impulse and paypal. If you provide all of the details to support (Order number, paypal email, impulse/sins email) they should be able to merge the accounts immediately upon receipt of the information (so any subsequent spamwalling of their replies shouldn't matter).

Thanks for the update. I will try what you mentioned.

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korben22
korben22
Join Date 03/2008
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Reply #12 March 24, 2009 3:53:25 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

I provided my paypal transaction ID and my email addresses in an email to sales@stardock.com. We will see if it works out.

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