Was at work today so missed the phone calls but I have a voicemail and 4 missed calls from a woman in an "executive" customer relations dept at Digital River, saying she wants to touch base with me before proceeding but she thinks she's identified how we got where we are and how to fix it. Don't get off until after she was out for the day, but I left a voicemail saying I'd try her tomorrow during my lunch.
Then I check my email and have a brand new cancellation request created today, and a confirmation on my cancelled order about 7 minutes later stating the cancellation had gone through successfully. Comically, there is an almost 2 week old request for the same thing still pending, which I've never gotten a communication on.
So I'll call her tomorrow and see what's up but at this point even if the answer is just to have the order cancelled and not have to deal with it any more that's fine. Would be better if they could just tell me what happened and that yes eventually they would ship the games but meh at this point its not worth much more than one more phone call during lunch tomorrow.
Got a hold of executive customer relations. Apparently my order is cancelled but if I'd like to get the in stock items they can re-order and adjust the pricing.
Asked them to do so, they transferred me to "customer service escalations Tier 2" which apparently consists of 2 people in the Minnetonka corporate office. It seems the heirarchy goes, Customer service > Account Supervisor > Escalation team > Customer service escalations Tier 2. I was told flat out by several account supervisors that nobody above them can be contacted by phone. The woman I spoke to was named Christie and it took a few minutes to straighten everything out. Unfortunately no direct number to these guys.
Seems these guys at the corporate office can get in touch with the vendor and it takes 24 hours to get an answer we haven't been able to get for the past month, Risen 2: SE for PS3 is discontinued and will not be fulfilled, Risen 2 vanilla PS3, Risen 2 vanilla 360 and Risen 2: SE 360 are not discontinued and are all in stock.
In the end I agreed to pay slightly more than my original order for the remaining 3 games but with a bump to expedited shipping and all is well. Instead of endless limbo and the hope of 4 games for $35 someday, I get 3 games for $29 middle of next week.
Edited by GavinShai, 29 March 2013 - 10:59 PM.