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Raytrace030
Raytrace030
Join Date 07/2004
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Purchased "Download only" and no Serial arrived?

September 12, 2008 12:21:37 AM from Stardock ForumsStardock Forums

Hi there!

Does someone has the same problem? I purchased a download-only version of "Sins of a solar empire" and still got no serial number (But Order has been accepted and was payed, at 2008-09-09) .. Thats three days now ago, and still no serial?

I´ve posted two tickets to Stardock without response..

Ray

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Raytrace030
Kitkun
Join Date 06/2008
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Reply #1 September 12, 2008 12:49:58 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

When did you post those tickets?

Have you checked your spam folder?

Have you tried chucking the computer out the window?

Did you recieve an order confirmation email?

 

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Raytrace030
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Reply #2 September 12, 2008 12:57:47 AM
from Stardock ForumsStardock Forums

Ticket one at 2008-09-10, ticket two.. was yesterday they closed my first ticket without response...

and yes, i have a order confirmation, this ordernumber was also included in both tickets...  I buyed other items from Stardock a few months ago, and the serials arrived normally in my inbox (after 5 minutes!).

even if this mail with the serial would have been "moved to my spam", it should be appear in this overview mail (where all serials for all products are listet).. but in there is nothing to read about sins of a solar empire -.-

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Raytrace030
Kitkun
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Reply #3 September 12, 2008 1:03:41 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

I suspect a SD Support person will be all over this tomorrow.

 

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Raytrace030
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Reply #4 September 12, 2008 1:10:28 AM
from Stardock ForumsStardock Forums

Quoting Kitkun,
reply 3
I suspect a SD Support person will be all over this tomorrow.

i hope so... want to play this game at weekend ^^

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Raytrace030
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Reply #5 September 12, 2008 1:22:06 AM
from Stardock ForumsStardock Forums

does someone else had the same problem?

how long does other users have to wait?

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Raytrace030
lordkosc
Join Date 12/2006
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Reply #6 September 12, 2008 1:26:04 AM
from Stardock ForumsStardock Forums

10 days on average

 

just kidding....

 

they should get back to you sometime today around 9am Eastern US time.

 

In impulse have you tried requesting that you have all your registered games' CD keys emailed to you? Its an automated process. If the purchase went though it should be listed there.

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Raytrace030
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Reply #7 September 12, 2008 1:34:02 AM
from Stardock ForumsStardock Forums

Quoting lordkosc,
reply 6
10 days on average

 

just kidding....

 

they should get back to you sometime today around 9am Eastern US time.

 

In impulse have you tried requesting that you have all your registered games' CD keys emailed to you? Its an automated process. If the purchase went though it should be listed there.

 

woooho cO ... lol .. 10 days? ^^

yes tried this that was the "overview" - mail wich i mean in my post above. there are all serials from my products (such as windowblinds) listed, but sins of s solar empire is missing there. The same mail can be ordered at "https://www.stardock.com/support/" ... tried three times till now.. -.-

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Raytrace030
Kitkun
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Reply #8 September 12, 2008 2:33:59 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Oh yeah. Make sure it's the email you used when ordering.

 

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Raytrace030
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Reply #9 September 12, 2008 2:46:11 AM
from Stardock ForumsStardock Forums

Quoting Kitkun,
reply 8
Oh yeah. Make sure it's the email you used when ordering.

Hehe, sure, i´ve got the order - mail so i think that the serial goes at the same address as the confirmation.

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Raytrace030
Annatar11
Join Date 11/2006
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Reply #10 September 12, 2008 7:19:18 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Ray, are you absolutely sure there's no serial in your "order has been processed" e-mail? It shouldn't be sent separately, but included in it. If your e-mail is titled "Thank you for shopping with Stardock", the serial is included in it. For example, this is mine from the Sins preorder:

Products Ordered:
=----------------------------------------------------------------------------=
roduct Name : Sins of a Solar Empire (Digital Download Preorder)
User Name : xxxxx
Email : xxxxx
Serial Number : xxxxx

Or from Demigod:

Products Ordered:         
=----------------------------------------------------------------------------=
Product Name  : Demigod (Pre-Order)  (Digital Download)
User Name     : xxxxxx
Email         : xxxxx
Serial Number : xxxxx

 

 

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Raytrace030
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Reply #11 September 12, 2008 7:26:28 AM
from Stardock ForumsStardock Forums

HI Annatar11!

Yepp, sure. Here´s my mail:

Thank You For Your Order
Thank you for your order. Your order has been accepted and is being processed. Please print this page for your records. For questions regarding your order, please contact [email protected] and include your Order number located below.
Your order number is: XXXXXXXXXXXXXXXXXXXXXXXXXXX
Your order was submitted on: 9/9/2008 3:27:49 PM (GMT-5)
   Billing to:
XXXXXXXXXXX
   No Shipment / Download Only
   Cart contents:
Sins of a Solar Empire (Digital Download)
$39.95 Quantity: 1
Sins of a Solar Empire: Entrenchment
$9.95 Quantity: 1
   Payment method:
Visa: ************XXX
   Special Instruction:
   Order Summary:
Items: $49.90
Shipping & Handling: $0.00
Discounts: $0.00
Total Before Tax: $49.90
Tax: $0.00
Order Total: $49.90 USD
   
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Raytrace030
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Reply #12 September 12, 2008 7:37:32 AM
from Stardock ForumsStardock Forums

mmmh.. i see that this message is a "Order has been accepted and is being processed"...

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Raytrace030
Annatar11
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Reply #13 September 12, 2008 8:02:38 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Yeah, it sounds like they didn't actually get the money yet so they haven't sent a key. I'm not sure what the problem is, a credit card shouldn't need 3 days to process..

Well, did you email support or sales? This would probably be a matter for [email protected] so they can check if something's wrong with the order.

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Reply #14 September 12, 2008 8:16:31 AM
from Stardock ForumsStardock Forums

Quoting Annatar11,
reply 13
Yeah, it sounds like they didn't actually get the money yet so they haven't sent a key. I'm not sure what the problem is, a credit card shouldn't need 3 days to process..

Well, did you email support or sales? This would probably be a matter for [email protected] so they can check if something's wrong with the order.

Got one ticket open (my first ticket at Sep 10 2008 was deleted from Stardock, dont know why?)

Ticket Details
Ticket ID: XXXXXXXX Department: Sales - End-User & Billing
Status: Open Priority: High
Created On: Sep 11 2008 02:11 PM Last Update: Sep 12 2008 02:47 AM
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Raytrace030
Annatar11
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Reply #15 September 12, 2008 9:36:54 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

I might get hurt badly for this, but maybe not. Try sending Seabass a forum PM with a link to this thread and your problem. Stardock support is usually very good about, well, support, but things happen once in a while.

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Raytrace030
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Reply #16 September 12, 2008 9:59:30 AM
from Stardock ForumsStardock Forums

hehe, i'll try that thanks!

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Raytrace030
kryo
Join Date 05/2003
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Reply #17 September 12, 2008 11:31:48 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Got one ticket open (my first ticket at Sep 10 2008 was deleted from Stardock, dont know why?)

If you open multiple tickets on the same subject, all but one will be merged or closed; also, trying to 'bump' your ticket will actually result in the opposite effect (delaying response) as the queue sorts by least recent activity first. There is no need to spam support; normal turnaround is up to two business days.

 

In any case, I'd suspect that as you have one regular purchase and one preorder, the preorder is holding up the entire order. Sales will likely need to cancel it and you'll be able to order them separately, so that the Sins purchase goes through immediately (preorders are not charged until beta/release).

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Annatar11
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Reply #18 September 12, 2008 11:58:33 AM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Yipes, I didn't even notice that.

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Reply #19 September 12, 2008 12:01:36 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Yipes, I didn't even notice that.

Not quite ready to steal my job yet then after all, eh

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Reply #20 September 12, 2008 12:09:29 PM
from Sins of a Solar Empire ForumsSins of a Solar Empire Forums

Pfft. You've got all the insider info anyway Plus I'm doing this from my 'other' job

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Raytrace030
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Reply #21 September 12, 2008 1:49:52 PM
from Stardock ForumsStardock Forums

mmmh, i see. so i have to cancel my order ... cO

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Reply #22 September 12, 2008 1:55:12 PM
from Stardock ForumsStardock Forums

Quoting kryo,
reply 17

If you open multiple tickets on the same subject, all but one will be merged or closed; also, trying to 'bump' your ticket will actually result in the opposite effect (delaying response) as the queue sorts by least recent activity first. There is no need to spam support; normal turnaround is up to two business days.

hehe, i know that. its just the case that i opened the second ticket AFTER the first one was deleted without response from stardock

 

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