Topic: Capcom Store - Terrible experience so far... recommend checking your account...

[ejamer]

So Monster Hunter 3 Ultimate on 3DS... it's a good game, right?  Wish I could tell you.  I've played the demo, and spent a ton of time with 3 on Wii and Freedom Unite on PSP.  But my preorder for MH3U still hasn't arrived from the Capcom Store and dealing with their customer service has been an exercise in frustration.

I need to vent, but if anyone takes the time to read this rant then please let me know if I'm being unreasonable.

What's happened so far?

* Oct 23, 2012 - Ordered the game. Probably not the cheapest prices possible (heck, since I'm paying international shipping to Canada I know that it's not the cheapest possible price) but I'm glad to be supporting one of my favorite game franchises directly.

* Mar 13, 2013 - Order shipped!  Yay!  Wish that international orders came with a tracking number though...

* Mar 20, 2013 - Jealous that everyone else is enjoying the game, but my copy will be here soon enough. Keep working on the backlog instead.

* Mar 27, 2013 - Ah, the game could be here anytime now! Keep checking that mailbox.
...
* Apr 3, 2013 - So all the other games ordered around the same time have arrived. Some from Canada, some from the US.  Patience is wearing thin... but depending on how it was shipped I guess that 4-6 weeks is possible.  Hold tight.

* Apr 10, 2013 - Double-check time. Shipping address in the email: correct. Shipping address on Capcom Store: correct.  Sigh.  At least it's confirmed as not a problem on my end, wait a bit longer.
...
* Apr 26, 2013 - Yeah, it's been too long no matter how patient I am. Contact Capcom Store customer service directly (after some run-around to get the best contact number) and they say that it should have arrived in roughly 4 weeks. A ticket is opened with the shipping company. I should be contacted within 72 hours with a solution.

* May 1, 2013 - No contact has been made, so I call Capcom again.  Their suggestion: have I tried talking with USPS?  No. I've reported the package missing. USPS will only talk with somebody domestic (ie: the sender), and won't do anything without a tracking number attached.  That's why I'm reporting the package missing with you.  After a long pause, I'm promised that another ticket will be opened and they'll contact me within 72 hours.

* May 2, 2013 - Today. Lot's of great communication with Capcom. Don't worry: they didn't initiate any of it in a meaningful way. Breaking this down into details.

** 1:25pm - What's this... an email arrives showing a new order from the Capcom Store?  MH3U, under my name. Must be a replacement... but why is it getting shipped to some random address in Colorado, USA?  WTF?

** 1:40pm - On the phone with Capcom Store support again, I ask what's up with this new order. Apparently it's a replacement product getting shipped. The address might just be an error since they created the order internally: I get the shipping address fixed over the phone. Supposedly.

** 2:00pm - Still curious about the shipping address SNAFU, I check my Capcom Store account. Hmm... all of my shipping/billing details have been changed there, well, except for my credit card number.  Suspicious.  Oh, and look at that: the "fixed" shipping address for my new order is now going to a completely fictional mash-up of my real address in Canada and that oddball address in Colorado, USA.

** 2:20pm - On the phone with Capcom Store again: has my account been hacked? Who changed the shipping address in my account, and why is the shipping address for the replacement order still showing up incorrectly? Is my credit card info safe? How come nobody has contacted me with any of this information, and I've had to drive every bit of customer service response. Most importantly, WHY THE F*** SHOULD I WANT TO CONTINUE DOING BUSINESS HERE?!

That last question wasn't something I actually asked, although it was heavily implied. Capcom Store has assured me everything is ok and safe, and that it must have been someone internal that accidentally edited my account details. The replacement order is already en route, so I'll have a "shipped" email waiting for me within the next 24 hours and the game in my hands sometime in the next 4 weeks.



Frankly, I don't know what to think at this point. I'm frustrated, obviously. I'm also tired of waiting. The only things I can say for certain are:
(1) anyone who has an account at the Capcom store should take a few minutes to log in and see if anything is amiss with their details
(2) anyone thinking about ordering from the Capcom Store directly should think twice, when there are other options that seem to be more reliable, faster, and at least as affordable.
(3) if things don't look better, my next call isn't to Capcom - instead it's to my credit card company to file a dispute and try to get a refund.

[Oblivion]

Yeah, just get a refund and buy the game somewhere else. Don't know why you didn't just buy it from Amazon.

[TJ Spyke]

Yeah, just get a refund and buy the game somewhere else. Don't know why you didn't just buy it from Amazon.

He said he wanted to directly support Capcom, and buying from them means they get more of his money compared to buying it from Amazon or any other retailer.

[Oblivion]

Well, I'm sure he's regretting that decision now. Capcom as a company is a piece of ****.

[lolmonade]

You're more patient than I would have ever been.  Get your refund, and buy it from the several places that have it readily available.

[ejamer]

FFFuuuuUUUuuu.....  So I got an email about that replacement order that was promised - the one that I had to call about twice yesterday to ensure that shipping details were "correct" (and still didn't look correct to me despite what the CS rep was saying).

Dear ejamer,

Thank you for contacting the online store.

Our records indicate that your order has been cancelled, and your credit card has not been charged. Orders are normally cancelled for one of the following reasons:
- The order was cancelled at your request
- The billing address that you supplied did not match the billing address your credit card issuer has on file.
- The product ordered is no longer available for shipment or has been discontinued.
- The carrier selected cannot deliver to the address specified.

Sincerely,

Order officially cancelled this morning with a request for full refund. Oddly, it's the incompetent customer service that bugs me more than the delay - I'd be willing to wait longer if I had any confidence things would turn out right in the end. Sadly, I don't.

[Mop it up]

Yeah, cut your ties with them and get out as soon as you can. I would also delete my account from their store, after that weird editing your info thing I wouldn't trust them with anything after a situation like this.

[Louieturkey]

I agree with Mop it up.  Get out of there and leave no footprints behind.

[ejamer]

So, no refund yet.  Capcom Store apparently forgot to create a ticket, you know... because it's not like I've been contacting them often or being very (brutally) direct up to this point.


Supposedly a refund request has been created now and I'll be contacted with an answer within three business days.  I feel like I've heard this promise before.

[Ceric]

Lesson is...
Just buy Digitally if you want to support the company with a larger profit.

[ejamer]

(Hopefully) final resolution after not getting any response from Capcom again: called my credit card company directly.  They are getting things fixed.  I have no intention of dealing with the Capcom Store ever again, outside of doing whatever I can to get rid of my account there and remove any personal/financial details.


The only lingering downside: I don't think I want Monster Hunter 3 Ultimate anymore. I don't even want a free copy at this point. It's probably just being childish, but trying to play now would just feel tainted by the whole negative customer service experience.