Ni no Kuni: Wrath of the Angry FanbaseBefore starting, I do not intend to consistently talk about recent events in my articles here at Game on Girl, as much as this and my forthcoming article seem to suggest. I've just felt inspired (and in this case, as it directly relates to me, frustrated) about the industry's ineptness as of late.
Anyway! This is a personal tale, one that chronicles my attempt to own Ni no Kuni: Wrath of the White Witch's Wizard's Edition. As you may presume by my word choice, I am one of the many unfortunate people who lost out on getting their copy of the CE, although the reasoning varies from most others. Let's begin in September of last year. It is the 3rd of that month, and I am perusing some gaming site somewhere. I had forgotten all about the Wizard's Edition, the Ninostarter campaign, and had anticipated picking up the game's standard printing sometime in 2013. However, I spotted that Namco had extended the pre-order date for their CE until September 3rd in order to allow more people a chance to add a second gift, a Wizard's Coin, to the goodies being offered. At the time, I imagined that I would have the $100 or so needed to purchase the game in Christmas and Birthday money by the 22nd of January, so I placed an order for it. Afterwards I noticed that the order would be fulfilled by Digital River. Even then, I had heard little praise for DR. Still, I felt like it would be impossible to have my order messed up; I could even send the package to my PO Box! Nowhere did I see an indicator that such an act would end up forfeiting my CE, much less holding up my order. Other sites tell you that PO Boxes are unacceptable if they don't want to deal with UPS or FedEx delivering items to the Post Office; why wouldn't Namco?
When January finally rolled around, I was getting excited. You see, I am a massive Ghibli fan. In America, Studio Ghibli releases tend to come out with little fanfare, so I was thrilled about being able to finally own something of note! However, the 22nd went by and I received no notice from Namco. The 23rd was similarly silent. I profusely checked my e-mail, my order status at Namco's page (which is very unhelpful), and GameFAQs' boards to see what was going on. The news wasn't welcome. Digital River had mistakenly opened up additional pre-orders the preceding week, which led to immense disappointment for those fans hoping to get a late crack at the CE. In the wake of that mix-up, the company had to sort through and decipher the shipment history for each order. The extra orders must have created significant chaos, because it took many people two more days to be informed of the status of their order. However, that wasn't the worst of it. People were getting orders canceled for a myriad of reasons beyond the mix-up. Some Ebay client in Canada ended up with over 200 copies of the CE to scalp at ridiculous prices (supposedly). Many news outlets were jumping on the reporting bandwagon, and Namco had mostly stayed mum on the matter, only stating that a $20 ClubNamco voucher would be offered to those who had their orders canceled. It wasn't pretty.
As the 24th concluded, I decided I should see what was going on with mine. I e-mailed Digital River wondering what the status of my order was. Perhaps I should have kept my mouth shut. That evening, I am informed that my shipping address is invalid, and that my order has been canceled. Here's the exact response I received:
Thank you for your purchase of NAMCO BANDAI's Ni no Kuni: Wrath of the White Witch™ - Wizard's Edition. Regretfully, we must inform you that the shipping address you entered was invalid. As a result, we were unable to fulfill your order. You will receive an official order cancellation notice within 24-48 hours. If you purchased by using PayPal, rest assured you will receive a full refund. Please expect it to appear in your account within 5-7 days.
While we can't replace your order for the Wizard's Edition, we hope that you will accept this one-time-use coupon code for $20 off (valid through March 31, 2013) on any item from clubNAMCO. Please feel free to shop today for one of your favorite NAMCO BANDAI games or pre-order Naruto Shippuden Ultimate Ninja Storm 3. We are confident your next experience
with us will be a good one.
I was, in the Maya sense, defeated. I was not very happy, nor was my wife. I e-mailed Namco:
I have received your e-mail in regards to my Ni no Kuni order # (blank). It is a little hard for me to believe that I was not informed that my shipping address would be considered invalid until today, and that my order will be cancelled because of that. I found no notification on your website upon placing my order that PO Boxes would not be acceptable shipping locations. I find that instead of asking me for a revised address you would instead cancel my order as incredibly unprofessional and would like to hope that, if I provide you with a street address in this e-mail, that you will reconsider shipping my order. If at all possible, please ship my order to:
(my address)
If this is impossible, I am gravely disappointed and will no longer make purchases from you or from your distributor. I will take the $120 or so that you could be making from completing my order (which I expect to be refunded to me if my order is to stay cancelled) and spend it elsewhere at places capable of fulfilling what I would imagine was a simple transaction. I hope you will reconsider and ship me what originally was a treat to myself for my 30th birthday.
To which they replied:
Thank you for contacting the Namco Bandai US Online Store.
Digital River would like to express our sincere apologies for the problems that you had ordering NAMCO BANDAI’s Ni no Kuni: Wrath of the White Witch™ – Wizard’s Edition. Your order was cancelled because we were unable to ship to the address provided.
Unfortunately we are unable to replace your order at this time. Since you were one of the first people to place your pre-order with us, we have taken down your information and will be contacting you back if we are able to locate additional stock to complete your purchase.
As an apology, we will also be sending you a $20 off coupon good through March 31, 2013 for any item at the online store. This will come in a separate email and if you do not receive it in the next 24-48 hours, please check your junk and spam folders.
Sincerely,
Jessica W.
Namco Bandai US Online Store
Customer Service
namcobandai.en.cs@digitalriver.com
I have received said coupon, and Namco's statement Friday that fans who lost out on the Wizard's Edition will also net a strategy guide does provide more solace, but I do feel that I have been cheated. The order history STILL shows my order is in processing, although I have not been charged. I have yet to hear about the strategy guide offer, although I do have my address corrected in their system, so perhaps I may actually get the damn thing now.
What gets me is the sudden dearth of Wizard's Editions. Namco wanted any and all intrigued fans to order, which would drive up the Ni no Kuni Ninostarter to get more gifts. The remarkable disappearance of stock available is really irritating, considering that some people who ordered last week DID get a copy. Of course, now I'm in limbo waiting to hear from Digital River if they magically found a copy to send my way, which I do not anticipate, but the possibility is still there! So, I can't go and spend my money elsewhere until I get some clarity.
The sad thing is, I have pretty much lost my interest in Ni no Kuni. It was a game I had high hopes and a lot of excitement for, but now I don't know if I really care anymore. This whole experience left me apathetic about something I really, REALLY wanted to play. That's what hurts most.
You've heard my tragic tale; have you had similar experiences with online shopping? Were you affected by this fiasco? Let us know what you think in the comments!