Kirsty (aphrael) wrote in bad_service,
Kirsty
aphrael
bad_service

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Irritatingly bad_service from an online video game retailer.

Now, I love RPGs for the PS2. Specifically, RPGs from companies such as Gust and Nippon Ichi - the Atelier Iris series, Ar Tonelico and Disgaea, for example. Unfortunately, because I live in Australia, it is almost impossible to get these games, as they aren't released here in most cases. Hell, normally I sit and wait to see if they'll even be localised so they're released in America! Now, I'll admit, I started off downloading these games. But, I enjoy them so much it seemed unfair to keep doing that rather than purchasing them, so I began buying them from NIS America, who localise the games.

Now the first couple I bought, all good. I pre-ordered one last year and it arrived just fine, about a week after it was released. But this time? Unimpressed.

Last year, NIS America handed their store over to an online store called Rosenqueen. That's been fine with me, and with my previous pre-order there were no issues. But in February this year, I pre-ordered Mana Khemia, a PS2 RPG. I have been waiting for forever for this game to be localised, and then released. So, I pre-ordered it the day they emailed and said it was available. I paid when I ordered, because those are the rules at Rosenqueen. $39.99 US for the game (so much cheaper than games in Australia!) and $23 UD for shipping (USPS Priority International Shipping). Got the order confirmation, my credit card was charged, all good.

The game was released on 31st March. On that day in America, I got an email from NIS America saying that the game was being shipped to retailers across America. Awesome! The 1st of April comes...2nd of April comes...etc. No email saying my game has been shipped. I hop onto the Rosenqueen website and check my orders. My pre-order isn't there. I search with my order number. Nothing found. Perplexed, I emailed Rosenqeen and asked if my pre-order had been shipped, as I couldn't find it on their website. As of today, no reply. Not even an automated one. I popped onto the NIS America forums, as I know that NISA sometimes help out with customer service problems. As of today, 21 people have viewed my post, but no replies. Can't blame them though. People on the forums (in America) are saying they got theirs in the mail already, and didn't get any shipping confirmation, but others are saying they haven't gotten theirs.
Adding insult to injury, I got another email from NIS America, stating that although they have copies of Mana Khemia, their stock is low so you should hurry up and order now. I already have!!

Due to the time difference, and the fact that Rosenqueen's office is only open between 10am and 6pm PST, I am finding it very hard to call them about it. I find this quite poor service - if they are indeed shipping the game without any confirmation, I think that's really lazy. I also think it's really poor that no one has answered my email - especially since on their website it states that their "merchant monkeys are working around the clock". Clearly, they are not.
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