so i purchased the game and have not gotten an email

from Sins 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
4,976 views 12 replies
Reply #1 from Sins Forums Top

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

Reply #2 from Sins Forums Top

Quoting -Ue_Carbon, reply 1
When did you email them? And I assume you sent a follow up email?
End of -Ue_Carbon's quote

 

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.

CursorFX - Customize your Windows cursor
Reply #5 from Sins Forums Top

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.

Reply #6 from Sins Forums Top

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

Reply #7 from Sins Forums Top

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.
End of kryo's quote

 

Day 5.

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

Reply #9 from Sins Forums Top

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.

Reply #10 from Sins Forums Top

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).

Reply #11 from Sins Forums Top

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).
End of kryo's quote

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