[UPDATED] Physical Megapack Disc Issues

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JoeW

We are now ready to accept claims for PS4 Megapack replacements. 

Once again, our deepest appologies for this entire situation. We understand that your purchase of the Megapack was a show of support by our fans, many of which already owned the game. Please know that we have done our best to push as hard as we can for a quick and fair resolution to this issue. This has taken WAY too long to be resolved but we have done everything in our power to make sure our fans get what they purchased.  

We are going to use the voucher codes we have been using to provide the digital version to claim the physical replacement discs. For North America, we are handling these requests directly through our own store with help from our friends at IndieBox. Claims will be handled at no cost to you. For claims outside of North America, 505 will be taking your information and processing your claims. 

Those who purchased the Megapack after 4/26/2018 should have been given a voucher at the time of purchase on your receipt. 

Those who purchased before 4/26/2018 or did not get a code otherwise can contact us for a voucher code that will entitle them to the digital megapack and can be used to claim the physical replacement discs. We have been handing those out for a while now, but if you are in this category and have not requested a code, you can do so here: http://support.kleientertainment.com/customer/en/portal/articles/2935839-physical-mega-pack-disc-support-information

Once you have a voucher code:
For purchasers in Europe (SIEE). To make a claim you will need to make file a claim through 505 here: https://docs.google.com/forms/d/e/1FAIpQLSckru65CWkXH5RZ_3j2f5_h1djNiAyrl8R0PCvdKPmGwItyvA/viewform

For purchasers in North America (SIEA). To make a claim you will use our support site and use the voucher code to claim a replacement here: http://support.kleientertainment.com/customer/portal/articles/2952265-ps4-faulty-disc-claim

If you have any questions or concerns, please let us know here on this thread or contact us at livesupport@kleientertainment.com

Thank you. 

Timeline of events

Aug 14th

We aren't going to be able to start taking claims today - we just got the valid codes from 505 that we need to verify vouchers given on receipts and we can't process claims until those are processed and there are quite a few of them - so it's going to take several hours to process. . 

We anticipate that if all goes well, things should be ready within the next couple days. Sorry for the delay, we want to make sure that this system goes smoothly for those affected by this issue.

Aug 9th

Hey Everybody.

We are just about ready to start replacing discs, so I want to give you a quick update on how this will work.

Purchasers in North America that were given digital codes either from us or on their receipt will be able to use their codes on our store to order a new full retail boxed copy of the game including controller skin. We will be handling these replacements ourselves as we do not have an adequate distribution channel to send to SIEE players outside of North America. 

North American players who purchased after 4/26/2018 should already have this code on the bottom of their receipt. If you purchased before this date and do not have a code yet, check out this page for directions on getting your code. 

SIEE Players outside of North America will need to use a different process to claim a replacement through 505 directly we will have details on that soon. 

We are making sure everything is in order right now and expect to go live with disc replacements on 8/14 and will post here with more info. 

 

 

Aug 7th
The discs are now in our possession so we can get moving on sending out replacements. I know this has taken way too long to get resolved, we have been doing literally everything we can to push this along as much as we can. Now that we have those discs we can get you all fixed up. 

We're finalizing things on our end but we're no longer dependent on 505 to resolve this end of the issue. We are finalizing our process for getting replacement orders processed and we anticipate that we will start this process sometime this week. 

July 9th
We are still waiting on 505 and waiting for them to send us discs. 

June 6th
We've reached out to 505 again. 

We are extremely limited in what we can do in all of this, all we can really do is ask what happens next and relay the information we are given. 

So far, the information we have been given at this point hasn't really panned out as it was supposed to, so I hesitate to post any more information as it's proven to be unreliable. 

I'll post more when I have more. 

Update 5/11/2018

We do not have any more information at this time. The last we spoke to 505 indicated that the discs should be ready very soon. We will likely have more information next week; hopefully with full explanation of when and how to get new discs. 

Updated: 4/27/2018

On April 17th, the Don't Starve Megapack was released. Almost immediately, it was discovered that the wrong content was printed on the PS4 retail version of Don’t Starve Mega Pack (the Xbox One version is not affected). The disc contained Don't Starve Together, but was without Don't Starve, Reign of Giants and Shipwrecked.

As soon as we confirmed the problem we contacted our retail publisher to find out how this happened and what could be done. It's taken some time to get this far, but this is all the information we have at this time.

The current status of the issue is as follows:

  • New copies are currently in print and will be on shelves ASAP, hopefully within a few weeks. 
  • When the new discs arrive in stores, players who already purchased misprinted discs will be able to exchange the disc for a new one in store. Details will follow as we figure out the exact timing, the procedures with specific retailers and what the exchange will entail. 
  • Players who already purchased the faulty disc previous to 4/26/2018 can now contact Klei support HERE for a Playstation Store voucher code that includes Don't Starve Together, Don't Starve, Shipwrecked and the Reign of Giants DLC that you can play now. Please specify your country as certain vouchers only work in certain regions. 
  • New purchasers of the Megapack in store as of 4/26/2018 should be given a voucher at the time of purchase on your receipt. If you do not get a code, contact us
  • ALL purchasers will have a path to get a new disc when they are ready. We do not have details at this time, but we are comitted to ensuring that all players get what they purchased. 

We are hearing from some players that some retailers are telling players that they will not be exchanging discs. We believe this to be incorrect and that particular person or location is just misinformed. 505 has ensured us that they are doing their best to make sure these discs are being replaced for all players. We will not allow anybody to fall through the cracks here. We will buy and ship the discs ourselves if we have too.  

This was our first major retail release and we're extremely disappointed that our players have been let down with their purchase of the Don't Starve Megapack. We're doing our best to make sure this issue gets resolved as quickly as possible.

Thanks everybody for your support and patience. We'll keep you updated. 

 

UPDATE: (4/26/2018)

We are now ready to send out vouchers to players who purchased the physical version of the Don't Starve Megapack - These codes will allow players to download and play Don't Starve and DLC as well as Don't Starve Together

To get a voucher players can contact as at our support site: http://support.kleientertainment.com/customer/portal/emails/new 

For the subject, choose "PS4 Megapack" and fill in the form and we'll get you fixed up as soon as possible.  We will require a picture of your receipt, your Klei account ID and the region you are located in (so we can give you the proper voucher). 

UPDATE: (4/24/2018)

Earlier this week, we discovered that the wrong content was printed on the PS4 retail version of Don’t Starve Mega Pack (the Xbox One version is not affected). It’s a really unfortunate situation and we’ve been working hard with 505 to resolve this as soon as possible. Below is the latest information:

  • New copies are currently in print and will be on shelves ASAP, hopefully within a few weeks.
  • When the new discs arrive in stores, players who already purchased misprinted discs will be able to exchange the disc for a new one in store. Details will follow as we figure out the exact timing, the procedures with specific retailers and what the exchange will entail. 
  • Players who already purchased the faulty disc will also be able to contact Klei support for a voucher code that includes Don't Starve, Shipwrecked and the Reign of Giants DLC until the new disc is ready. Please specify your country as certain vouchers only work in certain regions. 

We will have more details when they become available including details on contacting us and what information we might need. 

Once again, thanks to everybody for their patience while we work this out.

For questions or concerns, the forum discussion can be found below: