It appears that UK retailer GAME has cancelled a number of PlayStation 4 pre-orders without any explanation.
The issue was raised on the PlayStation Forums and since then many gamers have found their PS4 pre-orders have been annulled. A Twitter search reveals the problem is widespread.
It appears that GAME is trying to take money off old credit cards. TSA regular Cameron Brewster pre-ordered his PS4 in June and paid a £20 deposit at GAME and £4.95 delivery “just to make sure it got to me for launch day on November 29th”. Then, during the Eurogamer Expo he upgraded to the Killzone Mega-bundle for £429.99.
“On November 25th, I get an email to say my PS4 pre-order had been cancelled. No prior warning, no previous attempts at taking the money. They just instantly cancelled because they couldn’t get any money off of me.”
“However, I checked the night before that my GAME account had my new and up-to-date card registered with it, which it did. I also made sure my old debit card was deleted, which it was. They had tried to take my money twice using my old, now out-dated, debit card and didn’t even consider trying to use the new one linked to my account. My bank account also has the funds available to fulfil the order, so it wasn’t that the money isn’t there to be taken.”
GAME gave him 48 hours to contact them and get the order reinstated. He tried phoning them “only to be greeted by some automated rubbish which is only used for product and store information.”
He was told to use the GAME customer services via a web chat “only to be disconnected once I’d got to the front of the 175+ strong queue.”
In the end he had to bombard the GAME Twitter account with tweets before they finally responded. He sent the information they requested but says, “Since I sent that DM, I’ve heard nothing from them, and time is ticking.”
“I’m afraid to say but this fiasco has resulted in me deciding to never use GAME again once I’ve finally got the PS4 in my hands (whenever that might be),” he added.
GAME seems to be aware they have a problem and posted the tweet below, and have also created a contact form for those experiencing problems, which you can access here.
#GAMEPS4Launch PS4 pre-orders. If you're having an issue with your pre-order don't worry we can fix it. Email us: http://t.co/bA0LTYBQth
— GAME.co.uk (@GAMEdigital) November 25, 2013
TSA’s Peter’s pre-orders both dispatched this morning, after payment was successfully taken from the card linked to the order. In that case, there was an email almost a week prior reminding him to check his order and ensure the payment details were correct.
This latest issue with PS4 pre-orders follows a weekend in which reports arose of ShopTo cancelling their customers’ orders without notice. Sufficed to say, if you’ve got a preorder with anyone, it would be wise to check up on it today.
If we hear anything from Game on this issue, we’ll keep you posted.
Many thanks to Cameron Brewster for his help with this item.
Piers76
Thanks to this original post I checked all my details from my preorder with GAME back in June. I upgraded my PS4 preorder to the Killzone bundle with camera and extra controller. About 2 months ago I went in and checked online and saw the original order (stock PS4) and then 2x Killzone bundles. Also my order was now shipping to an email address that I had used to confirm the upgrade from basic PS4 to the Killzone pack. I spoke with customer services online (awful) and they confirmed that I needed to update my address and they automatically deleted the original PS4 order and then 1x Killzone pack (of the 2x that were now on my upgraded order). I only ever ordered 1 x PS4 !!!
I spoke to them on “Chat” and they confirmed all would be ok and it would arrive on 29th November.
Credit card details fine.
Address details fine.
Status of Order “Unshipped”
I’m writing this on Thursday 28th at 9:25am GMT… what are the chances that my order will arrive tomorrow as promised? Anyone else still at “Unshipped” with GAME?
Logged on early today to chat to them from 7:30am, however now been updated to say only from “11am to 3pm”… typical.
Have you experienced similar???
canofbeenz
@piers76
I have the same problem. Some how I managed to order 3 ps4’s. I canceled 2 about 2 months back. It states on my account that 2 are cancelled and 1 is still unshipped. The total is still showing £1045 to pay!! I have tried to contact them but no reply. Nothing wrong with my payment details. Getting a bit worried that I won’t get the ps4 tomorrow. I’m now sat at computer waiting for 11 o’clock to come so I can web chat. Hopefully sort payment out but don’t know if I’ve missed despatch time to receive tomorrow. Fingers crossed we’ll get it sorted
Piers76
Hi Canofbeenz sounds very similar… in my moment of ranting this morning on twitter to GAME I have now had a tweet reply to my rant.. they have added me as a friend so I could Direct Message them my order number. I have just done that. Will keep you posted.
Recommend this route… I sent the tweet about 8:30am and they just replied now – 10:48am.
It might be the best way to check!!!
Piers76
I have managed to get in to webchat with GAME. After an hour of very “generic” responses to all my questions online. They finally phoned me and cancelled my order, reinstated it and then took payment over the phone. (took a lot of hard work on my part). They have confirmed that it will delivered tomorrow.
I have saved the chat log – total shambles.
As a warning the cut off for GAME dispatching a PS4 order for tomorrow is 1pm today. So get in contact with them quick if your order says “unshipped”…. the clock is ticking.
Rant Over (Until tomorrow if it doesn’t arrive)
Piers76
My total shipping bill is about £850 from memory (It better not be for 1x Killzone bundle!! – we will see)
Piers76
If it helps anyone use the following links for CEO @ GAME for a direct RANT!!
http://www.ceoemail.com/s.php?id=9053
http://www.linkedin.com/pub/martyn-gibbs/6/87b/249
canofbeenz
Hi piers76
I owe you one. After a comment on twitter I received an email saying my item is being shipped. Went online to check my account and it confirms ps4 been shipped. Happy days!! Thanks again Piers76
ddiplock
Game c*cked my order up too! They even cancelled my Battlefield 4 order, I contacted them via email and said dont let this happen to my ps4 order and blow and behold, get an email from them saying its cancelled, even tho online its says its been shipped. Muppets.