Amazon.co.uk no DLC. Please read.

[erestor629]

I have sent Amazon.co.uk a reply to a previous email from their support, if I gain a response I will happily update you with any information.

Spoiler Alert, click show to read: 

Dear Amazon.co.uk

I am replying to this email because I have not received the DLC "Greek Cities States" for "Total War Rome II (PC DVD)" and have been told to do so because: "If you haven't received it by 4 September 2013, please contact us back by replying to this e-mail."

Upon pre-ordering in June 2013, the DLC offer stated that an email with the code would of been sent within 48 hours of dispatch (my dispatch email was 3 days ago). As mentioned above, I haven't received the code yet and may I add, along with many other customers.

The lack of information about the status of the DLC, along with many other customer's situations has worried me greatly.

From a service such as yourself, I would of expected better. Even sending out an informed email to those affected about the situation would of been great customer support. Yet, there has been no such email.

Taking this into account, please could you explain 3 things:

1) What is the current situation regrading the DLC.

2) Is there an estimate to when I may receive the item I am entitled which has been long overdue.

3) Is there, will there, or am I, entitled to any kind of compensation. For example, an universal discount on an item of choice.

Lastly; thank you for the support. I can understand a lot of people are frustrated at the moment and it must be very busy work.

I look forward to a reply, thanks for doing your best your side.

I decided to create this thread to hopefully inspire others to send an email to Amazon.co.uk such as this one. If you have been affected I believe you have all right to do so.

I fully understand there has been a high demand and a shortage (most likely) but if you've been following the discussion on Amazon.co.uk's Rome II page Amazon's stance is getting ridiculous.

[erestor629]

This will be a lengthily reply. But I have new-ish information. I give my thanks to Amazon for working their best on this and to get it completed. This is the reply from the email I sent.

In regards to my 2nd question, I believe the sender misinterpreted about the item in question, to be honest it was easily done; I should of stated DLC. #

Just to confirm, I have received my copy of Rome II - just not the DLC. I feel the need to contact Naveen just to clarify that the compensation is not due to his mistake.

edit: I have done so and will post a reply (if any) in this post.

However, if Amazon are offering compensation for the DLC misinformation, I suggest you ask as well.

Spoiler Alert, click show to read: 

***********
Hello,


My name is Naveen and I work in the Customer Escalations Team. I understand that you haven't yet received the pre-order incentive for the title "Total War Rome II (PC DVD)". First of all, I apologise for the inconvenience that this situation is causing you. I have checked all the details and confirm you that we are still in the process of sending the codes to our customers.


You can still expect the code wihtin exactly 24 hours.


Also, to avoid your further inconvenience of chasing the issue again and again, I'm personally keeping a follow up for you in this regards. And I'll check the sent email to you tomorrow and if the code is not sent then I'll contact our technical team and will ask them to provide the code manually by contacting the manufacturer.


I'll keep you updated via email. There is no need for you to chase this issue again as I'll follow this issue for you until its resolved.


I have also forwarded your feedback on sending informed emails to affected customer for any such issues.


Further, please find the answer to your individual questions below :


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1. What is the current situation regrading the DLC.


* We are still in the process of sending the codes. You can expect the code wihtin exact 24 hours. And I'm also keeping a follow up for you in case you do not receive the code. I will keep you updated in this regards via email.
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2. Is there an estimate to when I may receive the item I am entitled which has been long overdue.


* I have checked this for you and see that you should have received it by now. I apologise for this delay. Unfortunately, in spite of all of our efforts, there can sometimes be unforeseen delays and in this case I request you wait a little longer. It's been our experience that the majority of late packages arrive just a few days after the estimated delivery date. 6 September 2013 is the maximum time period we provide our carrier to deliver this order, and your parcel may still be delivered before this date. In very rare case, If your order does not arrives by the above mentioned date, please get back to us, we'll replace or refund the order as per your convenience.
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3. Is there, will there, or am I, entitled to any kind of compensation. For example, an universal discount on an item of choice.


* I understand the inconvenience this situation has caused and on this occasion, I would like to give you a 5.00 GBP promotional gift certificate as a goodwill gesture, for use towards your next Amazon.co.uk order.


I've already added the promotional gift certificate funds to your Amazon.co.uk account. As this is a promotional gift certificate, it will not appear in the "View gift certificate balance" section of the "Your Account" link.


If you place a qualifying order using your Shopping Basket, you will be able to see that the value of your gift certificate has been deducted from the total cost in the order summary. Any unused funds will be retained in your account and can be used at a later date.


Promotional gift certificates must be redeemed at our website, towards the purchase of products sold by Amazon.co.uk. This promotional gift certificate does not apply to orders placed through our third party sellers, and it can’t be redeemed against Kindle content, delivery, gift certificates or gift wrapping costs.
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I really appreciate your patience and understating in this regards.


And I hope you will consider this circumstance as one-time exception and provide us another opportunity to serve you better in the future.