Appalled by FFG eCommerce system

[Stuntie 1]

I have maybe, possibly, hopefully just pre-ordered Masks of the Oni and Shadowlands.

I've tried several times before and each time been thwarted by the abysmal eCommerce system FFG uses.
It bitched about every field and even refused to accept my Address as a 'valid address'. I have never before come across an eCommerce system so determined to not let you order a product.
I've complained to FFG about it twice, and been totally ignored.
So so much for customer support. It seems to just as bad as their eCommerce system.

I was hoping to get it resolved and an order placed whilst still in pre-order, but no. So my order is now late pre-order and will be shipped out 'whenever'. So much for trying to support a game!

To me Lot5R is a good game system totally let down by a shambolic and uncaring games company.

 

 

[sndwurks 1,257]

Do you have a local gaming store you can alternatively purchase this product at?

Most local gaming stores will have a distributor who can take your order, even if they themselves do not directly shelve the game line you want to order.

Unless you are doing the direct pre-order for the extra art cards, in which case... you really shouldn't. And you should instead work through a local gaming store that serves the function as an inclusive community center, because direct pre-order bonuses only hurt gaming stores.

[UnitOmega 2,818]

14 minutes ago, sndwurks said:

you really shouldn't.

You are not a moral authority, people can do whatever suits them best. I order PDFs which helps game stores none, because well, they're super convenient and I almost always run games online, and have never required a game store to find or run RPG games. Which is good, because I don't think I've ever had one which actually counted as "local". Supporting a store is important for the card game if you're serious about organized play, and if they're actually friendly and local (i/e close and you like them) support them with your wallet. But your broad statement really starting to tee me off because you sound like you're making a value judgment on people who don't buy from a store - which I am one of, and there are probably many more. There's no such thing as orthodoxy in this hobby, it is what you make it, and you need to stop assuming you know other people's lives. I say this with respect to your articles and other works, you should just think a little harder about context on this particular point. If you live in the middle of nowhere and want to collect art prints, this is no sin against some vaguely defined "community".

To the OP, no idea on the problem. I ordered a set of L5R dice directly from FFG no problem. Do you live somewhere out of the way or some unusual circumstance? Or maybe it's a pre-order related thing...?

 

[nameless ronin 706]

44 minutes ago, sndwurks said:

Unless you are doing the direct pre-order for the extra art cards, in which case... you really shouldn't. 

FFG shouldn't offer pre-order bonuses for direct orders only. 

 

45 minutes ago, sndwurks said:

... a local gaming store that serves the function as an inclusive community center...

A what now? I'd love to have an inclusive community center to help me find more players, but in terms of RPGs half the game stores I know don't even (want to) stock them and aside froma single one the others are only willing to sell product, not offer space to play. Which is their right, they need what space they have for products that actually bring in meaningful profit, but it doesn't exactly make their RPG playing customers beholden to them. 

[Masakiyo 73]

I just buy from Cool Stuff Inc.  Their prices are lower than list, they have a rewards program and I've never had any shipping issues with them. My NSFLGS doesn't stock much RPG stuff outside of D&D or Pathfinder anyhow.

[Stuntie 1]

The reason I tried to buy direct is that my local games stores are lucky to get anything from FFG until months after the release date. And then often dribs and drabs that they don't have much control over.

But my main point here was about how abysmal the FFG eCommerce system is.
And to turn it into even more of a farce I apparently need to redo my Credit card details for some reason. Despite double and triple checking the data I added into the form to get it to work in the first case!
And guess what - when I try to update my card Info I press Submit and get 'Internal Server error'.
Frankly the incompetence shown by FFG is staggering.

I give up. FFG you are so insistent on having an eCommerce system that refuses to work that - stuff it. I can't be bothered even trying any more.
I'd complain again to FFG's so called 'Customer Support' but I have even less faith in them being bothered or responding.

One very disappointed and disillusioned customer.

 

[sndwurks 1,257]

23 hours ago, UnitOmega said:

I say this with respect to your articles and other works, you should just think a little harder about context on this particular point. If you live in the middle of nowhere and want to collect art prints, this is no sin against some vaguely defined "community".

As someone who grew up in a similar situation, as in the nearest gaming store was a 2 hour drive away and this was before the internet, I understand and respect getting your games through that sort of pre-order. I have no judgement on the consumer who is in that situation, or even the one who deliberately chooses online direct pre-orders for any of the many other reasons to do so (cost of product, storage space, shiny pre-order bonuses, etc). 

My judgement and criticism is for FFG and their choice to pursue exclusionary business practices which hurt gaming stores. The fact that a gaming store can not get these art prints through normal means, and that they can only be secured through a direct pre-order, hurts local gaming stores, which is honestly a marginal market to begin with. And there are plenty of gaming stores which provide the physical space to RPG players to gather as well as advertise, so it is not just card and board game players who benefit from it. 

I offer no judgement on someone buying direct from FFG for the pre-order bonus when they have the option to support a local gaming store. They are simply choosing to support a business practice which harms local gaming stores, and not everyone is aware of that.

To @Stuntie - Oof. Sounds like a bad situation all around. I am not shocked about the problems with the eCommerce store. From what I have heard, both Amazon and Cool Stuff are good at delivering product reliably, but you just won’t get the fancy art prints, I do not believe. 

[Stuntie 1]

FFG Customer Support have now been  in contact  to help resolve the problems.

So credit where credits due. They now sorting it out.

Edited March 20, 2019 by Stuntie