So I've been looking for a limited edition copy of Sturmwind, and I received an email from play-asia on Friday saying they had them in stock again. Thus, I hurriedly went over to the site, purchased my game, and went on my way. Later on I check my email and I have an email from PayPal confirming a payment was sent to Play-Asia, but I have no email from Play-Asia confirming my order. No biggie, I'll just go on the site and see what the status of my order is there. Upon signing into my account, I see that my last order was a cancellation in 2009 and the Sturmwind LE is still in my cart, despite the fact that I just paid for it. I send an email to their customer service explaining the situation and providing the unique transaction ID for the PayPal payment. I have no idea how this happened. I even saw the order confirmation screen after I sent the payment via checking out with PayPal. The response I get is this: "Dear Jonathan, We are sorry to hear about the problem. As we check, the item is still on your cart. Please proceed to check out first. If you have any further questions, please do not hesitate to ask. Best regards, Cristyl Play-Asia.com" Despite clearly explaining the issue of having paid them for the product and that my problem was that the item was still in the cart, their solution is to check out again, even though I don't have another $153 to throw at them. Exacerbating things is the fact that the item is now Back Ordered (again) so even if I wanted to "proceed to check out" I couldn't. So I sent them another email, this time putting "I paid for the item" in caps all over the place so maybe they can understand what I'm saying. Now I'm just frustrated because the game was shipping out tomorrow, and it looks like I won't be getting one of those. And given the incompetence I've seen from them so far, somehow I have a feeling that getting the original $153 back is going to take a herculean effort itself.
Sounds like a misunderstanding. For what it's worth, NCSX is also having issues with Sturmwind stock. I preordered it through them last year and they still haven't received their first shipment yet.
That's what I did in the original email to their customer support (and in the follow-up). I provided the transaction number and they just seemed to completely ignore it.
When you log into your account are there any open or pending orders? I'm curious how their system processed your card and not an order. You'd usually have to click a Submit button for them to process an order and then run the card. I've had good luck with Play Asia but their communication and speed to ship can be frustrating.
Well, once I filed a claim with PayPal they got back with me quickly (with someone who thankfully understands english) (prior to that I sent several emails and got nothing). What they said happened is as follows: I logged in. Bought the game. Somehow in-between paying for the game and the confirmation page I was logged out of my Play-Asia account (something about PayPal Express?). As a result they created a new account for my PayPal email (which makes no sense because I use the same email for it as I do for them) and according to them my order is in some phantom account (though they did give me an order number). So when I login to my account, the order does not show up in my account. It's in this other account I guess. I emailed them back asking for the login information to this other account, because I have no idea how to login to it and check the order. The really bizarre thing is that I know I was in my account when I bought the game because I had to clear out another item that had been sitting in my cart for years before buying it. So I have no f'ing clue how all this happened. Conclusion: Apparently PayPal still recognizes my old old old Hotmail email address or something of that nature. Everything has been going to my Hotmail address (which prior to tonight I hadn't logged into in quite awhile, quite frankly I'm surprised the thing still exists). So everything is in order. Well, they're still waiting on details for the game to ship, but other than that, everything is set.
