If you ordered LOTRO from shop.mtv.com, READ THIS!

T

Tomeeboy

CAGiversary!
I ordered Lord of the Rings Online: Shadows of Angmar from shop.mtv.com, as many other people probably did. It was listed as a pre-order at $34.99 originally, I believe, and dropped to $29.99. In addition, there was $10 off with GCO.

Well, the box showed up today and I open it up to find a 60-day LOTRO game card, not the game itself. The listing on their site CLEARLY showed the game box and had it listed as a PC game. The order and shipping confirmation both clearly show it as the game and not the game card. However, the site listing now shows the 60-day game card. I'm getting a real bad feeling here.

I called up customer service for shop.mtv.com and they seemed to be aware of the problem already. They said to hold onto the game card for now, as they are trying to work with the distributor to find out where the actual games are. Apparently, they are going to contact customers by email/phone when they receive more information from their management regarding the situation.

Anyway... I think somebody messed up somewhere and the listing on the site was probably supposed to be for the game card to begin with. Seeing as how it was blatantly advertised as a pre-order for the full retail game, though, I'm interested to see how they handle this.

Anyone else in the same boat here? It sounded to me like everyone that ordered the game from there received the game card instead. If anyone actually received the game, I'd be real interested in knowing.

*** UPDATE ***

I just received the following email... looks like they are going to screw us on this one.


This email is properly inform you that due to major supplier errors; you will not be receiving the actual 'Lord of The Rings: Shadows of Angmar' game.

The suppliers of this game are offering a pre paid label for you to return the item in order to receive a full credit. To obtain this label however, USPS requires that you provide us and them with a valid phone number. This number will not be provided to suppliers. Once the post office has this information, they will send you the pre paid label via snail mail to the address you have on file with us.

If you would prefer to provide this information over the phone; please call us at 800-392-8688.
One of our associates will be happy to assist you Monday - Friday between the hours of 9am - 12am EST/excluding all major holidays. Kindly have your order number handy.

For your added convenience, you may email us at [email protected].

We sincerely apologize for the mishap in communication and product description.
It is our main objective to resolve this matter promptly.

Sincerely,

MTV Shop Customer Support
http://shop.mtv.com
Click to expand...

Bad enough everyone has been without the game for such a long time post-release, especially since they've had our money the whole time... Now we're getting hosed with nothing in return other than a weak email and more wasted time spent sending this junk back to them.
 
I had the same thing happen to me however they told me the same thing and they told me to keep the game card and will be shipping the full retail product once they receive it and I should be hearing from them within 72hrs. I am very confident that they will do this as I talk to the customer service rep and her supervisor both of which were VERY nice and outstanding customer service (that is why I requested to speak with her supervisor and to clarify how it is being handled) So far looks good for me.....but we shall see.
 
I ordered from them too and got the pre-paid game card. Sent them an e-mail about falsely advertising the wrong product. Didn't ask to do a return or anything though. I noticed yesterday they had fixed the title and description for it, but they still have the game box pictured.

I had already pre-ordered from Best Buy to get the DVD with the high-res textures, so I just went ahead and picked up a copy there. Hopefully I can just sell the card on eBay or to someone in my kinship who needs it. Will be interesting to see how MTV Shop handles this though.
 
[quote name='trunks982']theres a monthly fee to play that game?[/QUOTE]
Yes, $15/month I believe. Unless you are a pre-order customer, then it's cheaper.
 
15 a month for non-preorders sounds right, 10 a month for preorders or 200 lifetime for preorders.

[quote name='trunks982']theres a monthly fee to play that game?[/quote]
 
Anyone hear anything else about this yet? Typically in a mess like this, companies are pretty quick to do something. I thought it was kind of odd that they basically said to hang on to the game card for a while and they'll contact us when they 'find' the games... heh.
 
Just received an email from shop.mtv.com minutes ago.. Updated the original post with it. Looks like this deal has officially gone sour.
 
I am personally going to contact them via phone right now to see what can be done to make this right. Well my CSR has now escalated this to upper management, so we will see, supposed to hear from them in 24 - 48hrs.
 
Just call them and tell them that if it's not resolved, you'll have to take it up with your credit card company. Document the time of the call, who you talk to and what they say. Don't be alarmed; don't be rude. If you paid by credit card, you'll almost certainly get your money back no matter what.
 
Oh they already told me I'd get my money back, but I want what I ordered. They tried to tell me the supplier is not carrying it, but I see it on their website right now.
 
Personally, I already re-ordered the game from Frys (outpost.com). They have it for $34.99 and it comes out to about $42 after shipping/tax. The game has been out for almost two weeks already and I don't feel like waiting on the schmucks at MTV.com any longer (and I doubt we'll get them to send us what we ordered anyway). Just ticks me off that the $10 from GCO was basically wasted on this, along with a bunch of time. It was my first time ordering anything from their site and I can guarantee it will be the last time, as this was handled poorly IMO.
 
[quote name='Tomeeboy']Personally, I already re-ordered the game from Frys (outpost.com). They have it for $34.99 and it comes out to about $42 after shipping/tax. The game has been out for almost two weeks already and I don't feel like waiting on the schmucks at MTV.com any longer (and I doubt we'll get them to send us what we ordered anyway). Just ticks me off that the $10 from GCO was basically wasted on this, along with a bunch of time. It was my first time ordering anything from their site and I can guarantee it will be the last time, as this was handled poorly IMO.[/QUOTE]
Funny thing is I ordered Xbox Live with a Vision Camera a month or so ago from them total cost was only $55 shipped, hopefully they come through.
 
Holy cow... the copy of LOTRO I ordered from Frys.com last night was sitting here waiting for me this afternoon, and I only picked ground shipping. That has to be the fastest order I have ever received from anywhere. If anyone needs to order a new copy to replace this fouled up order, I'd recommend doing what I did.
 
[quote name='Tomeeboy']Holy cow... the copy of LOTRO I ordered from Frys.com last night was sitting here waiting for me this afternoon, and I only picked ground shipping. That has to be the fastest order I have ever received from anywhere. If anyone needs to order a new copy to replace this fouled up order, I'd recommend doing what I did.[/QUOTE]

DHL is awesome. :D
 
When they say "full credit" I wonder if they are including the $5 or so that we had to pay for shipping? I also wonder if they will refund the purchase amount before or after Google Checkout.
 
Not sure if anyone else had this happen yet, but I received an automated call from UPS this morning confirming that they had a pickup scheduled with me (one I never made). I can only assume it is for the game card that MTV.com sent out, but they had clearly said that a pre-paid USPS shipping label would be sent out. Anyway, I went ahead and packed the thing up and left it outside of my door for UPS to pick up. I'm not impressed at all with MTV.com's communication skills here... Let's hope they don't screw up the refunding now.
 
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