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General discussionHelp me solve my Shadows: Awakening refund support conundrum.(8 posts)solved(8 posts)solved
(8 posts)solved
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Posted September 01, 2018
I preordered Shadows: Awakening, not knowing that owners of Shadows: Heretic Kingdoms (like me) were going to get it for free here from the developer. I sent a ticket to support soon after I found out (about 53 hours and 13 minutes ago) to get a refund, but didn't receive a response before the game released. What's odd is someone from support did visit my account a few hours after I sent my ticket and marked a previous entry solved that was already marked as solved, which I thought was odd. Did my ticket fall through the cracks? Will my request to cancel my preorder (now a moot point), be ignored? Should I create a new ticket, bump the existing one or just wait patiently? Will I at least be able to get store credit? Should I contact one of the blue text folks via PM to look into this?
Post edited September 01, 2018 by Barry_Woodward
This question / problem has been solved by pkk234image
Posted September 01, 2018
I would wait a bit before escalating or re-contacting them.
My past tickets were not replied to right away, but were all taken care of eventually.

The reason for your support ticket is pretty reasonable and I'm sure they can check your account to see that you had already owned Heretic Kingdoms.

Let us know if anything changes.
Posted September 01, 2018
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Barry_Woodward: What's odd is someone from support did visit my account a few hours after I sent my ticket and marked a previous entry solved that was already marked as solved
This double-solved mark is quite normal.
If the ticket is still unanswered, contact a blue via chat, or open a new ticket.
(I did both for my old tickets that got zero response for weeks. My tickets finally got solved.)

https://www.gog.com/forum/general/25_of_my_gog_support_tickets_took_1_week_to_get_the_first_response
Posted September 01, 2018
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Barry_Woodward: I preordered Shadows: Awakening, not knowing that owners of Shadows: Heretic Kingdoms (like me) were going to get it for free here from the developer. I sent a ticket to support soon after I found out (about 53 hours and 13 minutes ago) to get a refund, but didn't receive a response before the game released. What's odd is someone from support did visit my account a few hours after I sent my ticket and marked a previous entry solved that was already marked as solved, which i thought was odd. Did my ticket fall through the cracks? Will my request to cancel my preorder (now a moot point), be ignored? Should I create a new ticket, bump the existing one or just wait patiently? Will I at least be able to get store credit? Should I contact one of the blue text folks via PM to look into this?
Wait for weekend to end. If no response by end of Monday, ping a blue.
Posted September 01, 2018
Update: Support responded, pulled my preorder, issued me a refund and sent me a gift code for the game, but I'm missing the extras. I know that people that got the game free before release received them because someone posted a screenshot of the artbook and soundtrack in their goodies section. I reckon I didn't receive them because the gift code was issued after release. I'll contact support again on the same ticket to see what's what.
Post edited September 02, 2018 by Barry_Woodward
Posted September 01, 2018
...
I wrote to Support before release to ask whether the extras would be available with the free copy, and they said no, so I preordered the game. Delightful.
Posted September 02, 2018
it's weekend so you will probably get news on monday.
Posted September 02, 2018
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Barry_Woodward: ...
W̶h̶o̶a̶,̶ ̶B̶a̶r̶r̶y̶,̶ ̶w̶h̶a̶t̶ ̶a̶ ̶r̶e̶a̶l̶ ̶p̶i̶e̶c̶e̶ ̶o̶f̶ ̶w̶o̶r̶k̶ ̶y̶o̶u̶ ̶a̶r̶e̶.̶ ̶(̶I̶'̶l̶l̶ ̶e̶d̶i̶t̶ ̶i̶n̶ ̶a̶ ̶p̶r̶o̶p̶e̶r̶ ̶i̶n̶s̶u̶l̶t̶ ̶l̶a̶t̶e̶r̶ ̶i̶n̶ ̶c̶a̶s̶e̶ ̶S̶u̶p̶p̶o̶r̶t̶ ̶w̶a̶n̶t̶s̶ ̶t̶o̶ ̶s̶e̶e̶ ̶t̶h̶e̶ ̶t̶h̶r̶e̶a̶d̶.̶)̶

Edit: Barry restored the blanked post, so I'm retracting my insult placeholder accordingly.
Post edited September 02, 2018 by Starmaker
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General discussionHelp me solve my Shadows: Awakening refund support conundrum.(8 posts)solved(8 posts)solved
(8 posts)solved