Let down Bigtime By Namco Bandai

[Giltec]

This is my latest response from Amazon (10:01 hours this morning). Note that they are telling me the SE orders can only be returned if defective.

Hello,

I'm sorry for the inconvenience caused regarding the order 204-9#####-11#####.

I understand your concern regarding your order #204-9#####-1#####.

I can see that the release date of Defiance: Ultimate Edition (Xbox 360) is pushed back to April 12, 2013. Therefore, you will receive your order on April 12, 2013.

I understand that you wish to whether you can place an order for 'Defiance (with Definitive Pre-order Pack)' and return it for refund when you receive "Defiance: Ultimate Edition"

Unfortunately, it is not possible to return the item to us for refund unless the item is defective.

Further, we have not received any product from the manufacturer due to supply issues with the manufacturer. This the reason the release date of this item has been pushed back.

However, if you do not wish to wait for the Ultimate Edition of Defiance you cancel your order and place a new order for the Defiance Standard Edition.

I hope this helps. We look forward to seeing you again soon.

Warmest regards,
Vivek G.

[Haddez]

What date did you preorder? I preordered on the 1st of Feb but haven't received that message.

22nd March.

[Blastiel]

This is my latest response from Amazon (10:01 hours this morning). Note that they are telling me the SE orders can only be returned if defective.

If it helps here is what I got, talked to him in online chat and asked for a confirmation email :

Hello Scott,

I'm really sorry for any disappointment caused by the delay of your order for Defiance: Ultimate Edition (Xbox 360).

If you would like to order the standard edition so that you can play from release date, you can certainly return it for a refund once the ultimate edition arrives.

Visit our Returns Support Centre to be guided through our full policy and to obtain a printable personalised return label:

http://www.amazon.co.uk/returns-support

Simply wrap the package securely and send it to us according to the instructions provided on the returns page.

If you're able to print your personalised return label, please enclose the barcode and fix the address label to the outside of the parcel. If you don't have a printer, make sure to enclose a copy of your packing slip or a note showing your order number.

Once we've received the item at our Fulfilment Centre, we'll issue you with the appropriate refund. Refunds usually go through within 2 to 3 business days and we'll send you confirmation by e-mail when it's complete. Please note, this does not include your bank's processing time.

After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (http://www.amazon.co.uk/your-account). Completed refunds will appear at the bottom of an individual order summary page.

You can also view a short video guide on how to return your item:

http://www.amazon.co.uk/gp/help/cust...nodeId=1161016

Please see the following Help page for additional information about returns and refunds:
www.amazon.co.uk/returns

Warmest regards,
Damien P

[Giltec]

I've emailed them back Blastiel and cut & paste the email you received into it asking for clarity and consistency.

[Blastiel]

No worries bud, hope they sort you out. Today is literally the last day, you would have to pay for express postage to which you probably wouldn't get back.

It doesn't come up in my email as I am a Prime customer so never pay.

[pricey007]

22nd March.

Y'see that makes no frickin sense! Not your fault but they're meant to be dispatching them based upon when they were preordered.

They really haven't got a clue. My dispatch date still says the 2nd but I'm expecting that to change. I can still preorder the SE from shopto as long as I do so before midday tomorrow - Hopefully Trion and Amazon will enlighten us before then.

[Giltec]

Yeah, I'm a Prime customer as well so that shouldn't be an issue. Oh well, off to take the kids to their guitar lessons so will see what develops in my absence.

[DJTrig]

Glad i didn't wait for a statement before canceling.You guys that are sticking with Amazon,would there T&Cs not cover them for mis-information from the support staff ?.

[Blastiel]

Glad i didn't wait for a statement before canceling.You guys that are sticking with Amazon,would there T&Cs not cover them for mis-information from the support staff ?.

Nope, your point of contact is customer services therefore if a customer service agent tells you something be it correct or not then they are at fault not you and thus have to stand by it.

[Sm3gfor]

Hello,

Unfortunately, the release date for the item(s) listed below was changed by the supplier, and we need to provide you with a new estimated delivery date based on the new release date:

"Defiance: Ultimate Edition (Xbox 360)"
Estimated arrival date: April 12 2013 - April 12 2013

One of Amazon's aims is to provide a convenient and efficient service; in this case, we have fallen short. Please accept our sincere apologies.

You haven't been charged for this item yet as we don't debit money from your payment card until just before your items are dispatched. We'll send you a confirmation e-mail when your items are dispatched to confirm the date, contents and method of delivery.

Just got that and my EST delivery on amazon changed.