JoeW

[UPDATE] Physical Megapack Disc Replacement (PS4)

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I bought this game at release and didn't keep the recept. I figured it's a brand new game why would there be a problem. Is there anything we can do to rectify this problem ifor I don't have the recept. I don't mind a digital copy and can send in my hard copy. I already sent you guys an email. Just doing everything I can to make sure I get a response.

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ARTIL3CT    2

I bought this knowing that I would only get dst but I don't mind because I want to support this company and their amazing game. I also believe that they will stick to their word and get us the new disks when they are available.

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Chris_M    13

We're coming up on 3 months without even a clue about how this is going to be resolved.  Just a bunch of "We'll tell you when we know more."  Instead of actually giving their customers the product that they paid for, they are working on and updating Hot Lava.  At this point I don't believe we are ever going to see a disc with the content that so many of us, again, ALREADY PAID FOR!  This is by far the single worst experience I've ever had as a customer of a company.  At least when I get the wrong order at McDonald's they fix it within minutes.  These folks put a band aid on an amputated leg by giving out digital download codes and called it good.

Edited by Chris_M

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@Chris_M

They say they can't give us discs because the publisher hasn't produced any complete discs. Klei has, at a minimum, been more direct and responsive to complaints than 505 has, and all evidence points to this being 505's fault. Meanwhile, 505 seems to like pretending that there is no issue here, rather than attempt to address it (that would mean admitting they made a mistake, and loosing a sizable chunk of revenue). If everything is as we've been led to believe, Klei is probably taking legal action against 505 Games right now. Generally (as you, Chris_M, pointed out), each side would be ill-advised to publicly shame the other side while such proceedings are underway, so Klei can't state outright that this is all 505's fault.

Klei does not have the ability to print discs without a publisher. Their publisher does not appear to be cooperating. When all is said and done, one or both of them will be taking a big financial hit for a mistake that seems to belong entirely to one side (Klei and Don't Starve have already taken an undeserved hit to their reputation because of this). Don't blame them for working on other games; that's what's keeping the lights on in the meantime. If they drop everything to fight this, they'll run themselves out of business.

Your most recent post here gives the impression that the blame belongs to the wrong side. Keep calm, and let them deal with this as they can. If you can't do that, at least direct your complaints at 505 Games, where they belong.

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JoeW    26,510

Perhaps this is a good way for me to explain. 

Effectively, while we made the game that was (supposed to be) on the discs the product you purchased was 505's. They printed them, they worked out the deals with retail that sold them and they are entirely in control of ever aspect of manufacturing and selling those discs - the content (supposed to be) on the disc was made by us. 

I told you what they told us. 

I hesitate to go into any more detail, but again. We have offered to have them send us the discs so that we could send them out to those affected ourselves and they said they would do that. We're waiting for that to happen, other than asking again and again there is nothing else we can do. 

 

 

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Rogueagent01    214

The only thing that i find baffling is the fact that 505 hasn't recalled the discs from the stores. I see them in several different stores and when i inform the managers almost every single one of them say they either aren't aware of the issue or don't care. One manager said and i quote "i don't care if there are issues with what's on the disc, that is the customers problem, not mine". I then proceeded to tell him how i felt he lacked ethics and a few other choice words, and lets just say i am no longer welcomed in that particular Gamestop. 

I wouldn't mind picking up a physical copy, even though i already own all of the versions digitally. The thing is though i don't know if i will now because it doesn't seem like 505 will remove the defective copies when *let me rephrase that* if they put out proper copies. 

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Petzi    28

Klei treats their players with such ridiculous generosity, they really didn't deserve an accident like this. Hope it all gets resolved without a wheelbarrow of cash being spent by our beloved game company!

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Roodkapje    2

It's unacceptable that this problem still hasn't been fixed. And whatever the reasoning of the game maker, people that buy your games have no relation with the distribution channel you've used, nor should they. So if something like this goes wrong, don't point your finger, and get the damned problem fixed, instead of waiting passively, like a puppy for its master. And if all else fails, sue the bastards who screwed up.

Edited by Roodkapje

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KCPL    2
On 7/9/2018 at 7:32 PM, JoeW said:

I hesitate to go into any more detail, but again. We have offered to have them send us the discs so that we could send them out to those affected ourselves and they said they would do that. We're waiting for that to happen, other than asking again and again there is nothing else we can do. 

 

Hi @JoeW,

Is there any way for me to provide feedback to 505? I promise I'd be polite. I'd just like them to know what I mentioned in my post above: 

That I purchased three (3) PS4 copies for our library system and I am still unable to circulate them 2+ (well, now it's 3+) months after release.

 

TIA, KCPL.

 

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Rogueagent01    214

Question, i plan on picking the disc version up sometime down the line(when i have some extra money) but what i need to know is, are the copies in stores still the incomplete versions? If so i don't think i'll pick it up since i don't have a computer and wouldn't be able to post a pic of a receipt to make an exchange with use. 

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jbwilk    0

Just bought a copy 2 days ago at GS...same issue..GS told me they'd give me a refund..are there any means for me to get a copy with all the content..sorry if this info is in the thread but I couldn't find it...no code on my receipt as says in the thread btw

Edited by jbwilk

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JanH    6,512

@jbwilk Please send an email to our live support with the following information, and we can assist with the missing content:

- Your Region (North America / Europe)
- Your Klei Account ID (If you have PS Plus) Here's how to find it: http://support.kleientertainment.com/customer/portal/articles/2935835
- Your PSN Account ID (If you do not have PS Plus or a Klei Account ID) – http://support.kleientertainment.com/customer/en/portal/articles/2935840-physical-mega-pack-disc-support-information#PSNID
- A picture of your physical receipt, or a copy of your digital receipt for your Don't Starve Mega Pack purchase.

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k1LLu4    0

Hi,

I am from the Philippines and I bought one of these defective copies. So far from what I read, only in north america and europe regions will the new copy be release. I am now wondering how can I have mine replaced? PSN account is Singapore region.

Hoping for your immediate response.

Thank you.

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JoeW    26,510
9 hours ago, k1LLu4 said:

Hi,

I am from the Philippines and I bought one of these defective copies. So far from what I read, only in north america and europe regions will the new copy be release. I am now wondering how can I have mine replaced? PSN account is Singapore region.

Hoping for your immediate response.

Thank you.

Follow the instructions in the post above yours and we can help you out: 

 

2 hours ago, xskramx said:

will they be shipped to stores, I've been waiting for a physical copy :(

How would i get my hands on one ?...

They are in stores now. Just don't buy from Target and you should be fine. 

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JoeW    26,510

Update - 

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.

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Chris_M    13
On 8/7/2018 at 3:27 PM, JoeW said:

We are finalizing our process for getting replacement orders processed and we anticipate that we will start this process sometime this week. 

 

On 8/9/2018 at 8:23 PM, JoeW said:

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. 

 

On 8/14/2018 at 5:41 PM, JoeW said:

We anticipate that if all goes well, things should be ready within the next couple days.

Just saying, you might want to really have everything in place before you give a timeline instead of just pushing it back and pushing it back.

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Chris_M    13

How long should we expect for shipping and handling?  I didn't ever see an estimated delivery date.  I'm in the US but unless I just missed it others may also want to know.

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JoeW    26,510
On 8/24/2018 at 10:08 PM, Chris_M said:

How long should we expect for shipping and handling?  I didn't ever see an estimated delivery date.  I'm in the US but unless I just missed it others may also want to know.

They are shipping through USPS, you should have got a tracking number with your order. If you want to PM me your order info I can check. But they are usually processed and shipped within an hour or two after submission. 

EDIT: I think I found your order and it's showing as delivered now. 

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Can the number on the spine for U.S. releases be used to tell which versions are defective?

I notice "2102748" on the defective and "2103418" on the fixed.

The defective disc itself has CUSA-04236 on the outer edge, while the fixed disc has CUSA-10317.

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Roodkapje    2

No sign yet of any action 505 Games side, 9 days after filling in a form with a no-reply address confirmation.

Would be nice to know something is happening. What are those who filled in the form to expect to happen ?

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