Pre-Orders / Activation Key / Download Issues

[mr-tom 2]

Well MC have lost business. I've got a bunch of friends who were waiting to see what I thought of the game (I was really excited and wanted us all to try the planet offer for a few months).

Any way today, I get the email asking how it is and whether it's worth it as none were convinced with the MMO component.

Any way, I have to explain that I don't really know how it is as I've paid money, got nothing and am being ignored by MC.

I didn't say that I was unhappy with this treatment - kept it factual, but it was enough to convince them that this would be a bad way to spend their money.

They've suggested that I cancel and instead buy Empire Total War, which is

[gnomonite 0]

i was reading on the citiesxl website and in the future content pack article it said, "Now that the game is officially released, let's have a quick first look at what the Planet Offer has in store for the future of your cities."

Quite frankly it makes me sad. To me personally its a clear sign that MC is ignoring the single player / non PO subscribers. My advise to them would be to please first make sure the customers GET the game and the KEY and then proceed with further ambitious projects!

To me, the game looks very promising, even without the mass transit. I am sure i will play it for hours but its the customer service which will make me cancel my order! 

[vkg797 0]

PHILIPPE, MONTE CRISTO, SOMEBODY!!!!!

First of all, thank you for developing the next city builder game. I have been patient during the past 2 years while this game was being developed. I too preordered Cities XL Limited Edition from the Monte Cristo website back on 9/9/09. It arrived on its North American release date yesterday. I live in the United States.

However, there is a serious issue here, as over 200 topics have been posted regarding Pre-Orders / Activation Key / Download Issues.

I too have still have not received my CD key via e mail. I also have an issue with my account. When I try to register it says "Specified user already waiting from validation. Please try later..." This has been going on for over 24 hours so I am not even getting to enter the CD key, which I don't have anyway.

I have sent 3 e-mails and as to no surprise, not one single reply. I have sent them as follows:

10/9/09 8:15pm montecristogames@tmpwdirect.com

10/10/09 10:48am support@montecristogames.com

10/10/09 8:00pm The technical support link form page located on the Cities XL website.

ON BEHALF OF EVERYONE WITH THIS SAME ISSUE...

1. Although easier said than done, why not develop a patch for owners of the game that have an actual cd copy which temporarily bypasses the splash screen. This can expire within 7 days for example, or until Monte Cristo anticipates a resolution.

2. Create a Universal Temporary CD key for owners of the game that have an actual cd copy .

3. Accept refunds / recalls due the fact this product is not functional at this point.

OR BETTER YET...

4. Have someone from Monte Cristo atleast explain what has happened, what is currently being done to have our situation resolved and provide a date we can expect to have a functional game. Maybe even go above and beyond by throwing in a free GEM or extend the planet offer to those of us who have been effected by this unfortunate situation.

I guarantee that option 4 will save whatever damage has been done to the Monte Cristo name since yesterday and possibly ensure the future success of Cities XL. I don't expect a response to this, as I have already been let down by the "Service after the Sale" But if you are reading this, Thank You for your time.

[gnomonite 0]

Originally posted by: vkg797

PHILIPPE, MONTE CRISTO, SOMEBODY!!!!!

ON BEHALF OF EVERYONE WITH THIS SAME ISSUE...

1. Although easier said than done, why not develop a patch for owners of the game that have an actual cd copy which temporarily bypasses the splash screen. This can expire within 7 days for example, or until Monte Cristo anticipates a resolution.

2. Create a Universal Temporary CD key for owners of the game that have an actual cd copy .

3. Accept refunds / recalls due the fact this product is not functional at this point.

quote>

They cant do points 1 & 2 cos that would potentially open a huge door for pirates! As I understand they dont really have any protection on the disc itself, the only thing which is preventing the piracy of this game is the CD key which is required to be activated online.

But as for point 3 I am confused. In the order confirmation e-mail they say that they cant accept refund cos they already offer a 7 day trial on the citiesxl website. umm..NO they dont! The only trial available is when you BUY the full game! 

But on the website support section they have mentioned refunds :

The refund process can take a few days, depending on many parameters. But as soon as you receive a confirmation email from us, you can be sure that the refund process is on its wayquote>

[vincep181 0]

i just got my copy and activated it.  i downloaded my copy from the internet.  as far as i can see, there is no manual included.  where do you go for clarification of issues.  i see no "help" either.  how do i get a manual?

[vkg797 0]

Originally posted by: gnomonite

They cant do points 1 & 2 cos that would potentially open a huge door for pirates! As I understand they dont really have any protection on the disc itself, the only thing which is preventing the piracy of this game is the CD key which is required to be activated online.

You are correct, but piracy is going to eventually happen no matter what. What I am saying is that the patch would expire and put the game back to the state it is currently, Not Functional until the CD key issues are resolved. Same as creating a temporary CD key. This is controlled by the server, when they disable the key, it becomes inactive. Anything is possible and this was just a suggestion to save from refunding and losing additional sales to their product. Something needs to be done.

Here's another solution... How about everone who has a CD key and no game, give it to us who have the game and no CD key! LOL!!!

[gnomonite 0]

LOL !

[vkg797 0]

Originally posted by: vincep181

i just got my copy and activated it.  i downloaded my copy from the internet.  as far as i can see, there is no manual included.  where do you go for clarification of issues.  i see no "help" either.  how do i get a manual?

quote>

I'll sell you my manual for $39.99. Order today and you will also get a free copy of the disc!

[mmmfloorpie 0]

They won't do any "stop gap" solutions. They are probably thinking that everything will be resolved within the next week... FYI, I already canceled my order. Let you guys test it out before I commit.

[gnomonite 0]

Did you get the confirmation of the refund from them?

[rsd6000 8]

fyi - the manuals can be found here - http://www.citiesxl.com/content/view/915/133/?lang=en

that's where if you downloaded the game and can't find manual

[mr-tom 2]

Well I think I'm going to cancel.

I'll save my £30 for now and watch the reviews to see if it's worth giving it a go.

Frankly what people who have the game have said so far is not encouraging.

(edit)

Yes - just cancelled.  Time to play Empire Total War.

[gnomonite 0]

I hope you get your refund mate.

I am still gonna wait till about monday midnight. I hope they do *something*.

[mr-tom 2]

Best of luck.

I figure that as I never got anything - not even order confirmation then they will have to do it in my case.

Plus I told them that I'd be off to trading standards if they didn't provide the refund quickly.

[gnomonite 0]

I have e-mailed the support 3 times!

seems like everyones taking a nap on sunday!

[mr-tom 2]

Indeed. I'd have a lot of sympathy with that if they'd not brought the game out on a Thurs / Fri.

[pkh127 0]

24 Hours since I tried to register the game, and still have not received the activation e-mail., Sent an e-mail to MC support 12 hours ago with no response. Could they actually not be working on the weekend! Has anyone gotten help and if so how? Thanks!

[rsd6000 8]

they are shut on Weekends - that's why - it was mentioned in beta forum

[gnomonite 0]

I seriously cannot believe that they would launch a game on friday and then shut down for 2 days! This is beyond carelessness !

The ignorance is reaching to a level where it is almost insulting.

[mr-tom 2]

It's odd.

Frankly if I had decided to release the product that my company depended on for its very survival right before the weekend and had let down a stack of customers who were now publicly expressing their dissatisfaction, I'm just not sure that my first thought would be to take the weekend off.

In fact I'd go so far as to say that I would issue a public apology immediately, tell people what I was going to do to fix the situation and would offer a month of PO or something as this would both compensate them and tempt (if PO was any good) them to become subscribers.

But that's me. And my ideas are often outlandish.

[gnomonite 0]

Originally posted by: mr-tom

It's odd.

Frankly if I had decided to release the product that my company depended on for its very survival right before the weekend and had let down a stack of customers who were now publicly expressing their dissatisfaction, I'm just not sure that my first thought would be to take the weekend off.

In fact I'd go so far as to say that I would issue a public apology immediately, tell people what I was going to do to fix the situation and would offer a month of PO or something as this would both compensate them and tempt (if PO was any good) them to become subscribers.

But that's me. And my ideas are often outlandish.quote>

I agree. I have been waiting for an official word from MC regarding the issues people have been facing regarding the distribution of the game and the keys. But it just seems like everything is going perfect in their world.

The least that they could've done was to keep the distribution staff working and maybe let the developers take sunday off.

Honestly, if this is their attitude on the LAUNCH of their game, the very game on which I believe their future is dependent, I have very little hopes for the future of Cities XL as well as the company.  

just EPIC FAIL! 

[rsd6000 8]

Originally posted by: mr-tom

It's odd.

Frankly if I had decided to release the product that my company depended on for its very survival right before the weekend and had let down a stack of customers who were now publicly expressing their dissatisfaction, I'm just not sure that my first thought would be to take the weekend off.

In fact I'd go so far as to say that I would issue a public apology immediately, tell people what I was going to do to fix the situation and would offer a month of PO or something as this would both compensate them and tempt (if PO was any good) them to become subscribers.

But that's me. And my ideas are often outlandish.quote>

yes even if large mistake - then they have to fix or correct or give refund to all

[gnomonite 0]

Originally posted by: rsd6000

Originally posted by: mr-tom

It's odd.

Frankly if I had decided to release the product that my company depended on for its very survival right before the weekend and had let down a stack of customers who were now publicly expressing their dissatisfaction, I'm just not sure that my first thought would be to take the weekend off.

In fact I'd go so far as to say that I would issue a public apology immediately, tell people what I was going to do to fix the situation and would offer a month of PO or something as this would both compensate them and tempt (if PO was any good) them to become subscribers.

But that's me. And my ideas are often outlandish.quote>

yes even if large mistake - then they have to fix or correct or give refund to all

quote>

I am not even asking for refund (not yet!) but just MC to at-least acknowledge that there is an issue and they are working at their full capacity to resolve it as soon as possible. 

lol, its like selling a person a car and then sayin oh we'll send you the keys soon and then just disappear for a couple of days! 

[mr-tom 2]

Yes although in my case the car is in France and the keys don't exist, they have my money and won't talk to me.

[gnomonite 0]

I wonder what would happen if it was the other way around. Getting the disc and the key first and then sayin..yea we will send you the money "shortly". just a random thought.

[mmmfloorpie 0]

Originally posted by: gnomonite

Did you get the confirmation of the refund from them?quote>

I didn't buy from Monte Cristo.

I found a store here that is selling the boxed copies online... They were "Out of Stock" so my order was pending. I just went in and cancelled before anything got charged to my credit card.

[rsd6000 8]

Originally posted by: mmmfloorpie

Originally posted by: gnomonite

Did you get the confirmation of the refund from them?quote>

I didn't buy from Monte Cristo.

I found a store here that is selling the boxed copies online... They were "Out of Stock" so my order was pending. I just went in and cancelled before anything got charged to my credit card.

quote>

wierd - why the stock was out of stock - normally don't run out of stock on release day?

[mmmfloorpie 0]

Usually the launch day is the only day they run out of stock... All of the orders pile up over the months before the release date... Once they get the second shipment in, they usually don't ever go out of stock again...

Something tells me that there was some sort of mistake with the store that I bought it from... The official release date they listed was "Oct 7"... It was October 9th in North America... No other site that I can find in North America is selling the boxed copies... I'm pretty sure it's exclusively a mail order thing by Monte Cristo...  That said, it prevented me from wasting my money on this game!

[rsd6000 8]

normally mostly in stock - if they out of stock too quickly - means the stock wasn't ordered enough - for example store orders 300 games and puts some in store area (shelves) then when shelves is empty then staff has to refill if they ordered enough batch of games

but what happens if store ordered 300 games and gets the only stock = 20 games - its will go out of stock just on day if there not enough delivery - its common have bad company not delivering enough stock

[Abc987 3]

It said that my activation key should be on the back of my manual, but it's not...What should I do?

EDIT: I just realized that there's a blank box on the back of my manual where the activation key should be, Monte Cristo forgot to print a freaking CD Key on there.

I don't think I've ever seen a game company so incompetent in my life.