Pre-Orders / Activation Key / Download Issues

[rsd6000 8]

Originally posted by: jrhnemo

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, but those [insert worst word you can think of here] at 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.

quote>

did you get e-mail that cd key would be sent to you?

[Abc987 3]

No, I did not receive any emails other than the one that you receive when registering the game (Which obviously I can't do since I don't have the key).

[rsd6000 8]

Originally posted by: jrhnemo

No, I did not receive any emails other than the one that you receive when registering the game (Which obviously I can't do since I don't have the key).quote>

best is send e-mail to MC - they have to figure out the problem because the keys are sent out in e-mails - i prefer if they printed on books - saves time

[Abc987 3]

I sent an email a few hours ago. Hopefully they'll respond soon, because if it weren't for their incompetence, I'd be playing the game right now.

[gnomonite 0]

just got off the Cities XL website and seems like they are having some issues with the trade and they are "working round the clock" to fix it.

Hellooooo MC!! how bout working round the clock to fix the issue of CD keys? or even acknowledging that there is in fact an issue!

[Craig-Abcvs 1,595]

Hi Guys

Everyone needs to calm down in here. 

Now.

Constantly ranting backwards and forwards in this thread is not going to solve any of the problems with MC and the CD keys.

If you have a genuine complaint against MC and their customer service you need to take that up with them directly and be patient for a reply.

Craig-abcvs

  CXL Forums Moderator

[simidavid 0]

I can't believe it. It's past October 9th, and I haven't gotten the game yet! And I pre-ordered since September 1st! I read that pre-orders made in Sept. were sent out 1 week before the launch date (By the way, I'm in North America, Canada to be precise), so that means that I should probably get it next week. Bad news? Thanksgiving's this Monday. And what does that mean? No postal service. So even if my game arrives on Monday, I won't be able to get it because no packages are delivered on holidays. I just hope USPS isn't as slow as I've heard they are!

[Rik81 0]

Originally posted by: simidavid

I can't believe it. It's past October 9th, and I haven't gotten the game yet! And I pre-ordered since September 1st! I read that pre-orders made in Sept. were sent out 1 week before the launch date (By the way, I'm in North America, Canada to be precise), so that means that I should probably get it next week. Bad news? Thanksgiving's this Monday. And what does that mean? No postal service. So even if my game arrives on Monday, I won't be able to get it because no packages are delivered on holidays. I just hope USPS isn't as slow as I've heard they are!quote>

What's worse than that is to have received the game on time (Oct. 9th) but to not be able to play it because there is no CD KEY provided.  Something that should of been much easier/faster to provide than the box!

[gnomonite 0]

Originally posted by: Rik81

Originally posted by: simidavid

I can't believe it. It's past October 9th, and I haven't gotten the game yet! And I pre-ordered since September 1st! I read that pre-orders made in Sept. were sent out 1 week before the launch date (By the way, I'm in North America, Canada to be precise), so that means that I should probably get it next week. Bad news? Thanksgiving's this Monday. And what does that mean? No postal service. So even if my game arrives on Monday, I won't be able to get it because no packages are delivered on holidays. I just hope USPS isn't as slow as I've heard they are!quote>

What's worse than that is to have received the game on time (Oct. 9th) but to not be able to play it because there is no CD KEY provided.  Something that should of been much easier/faster to provide than the box!

quote>

Agreed!

CD keys are not being sent by the USPS. Its via e-mail! 

It does not take 3 days for an e-mail to reach from France to North America!

And I apologize if my constant ranting is a concern / issue amongst the mods but if you had ordered the game and paid 40 bucks of your hard earned money and getting this kind of service and ignorance, i'm sure you would be ranting too! 

[Sek 0]

Just wanted to add to this thread, that I ordered the LE box directly from the CXL website and have not received my CD key either. I got my order confirmation email and an order receipt email, but nothing containing a CD key. After reading the other posts here, I have to say that I am a bit concerned. It sounds like their NA distributor dropped the ball, so hopefully someone is notifying them of the problem, because they really didn't make it too plain on who to send Order/Account issues to. The email: support@citiesxl.com is listed as being for Technical Support.

[Livin in Sim 83]

Originally posted by: abcvs

Hi Guys

Everyone needs to calm down in here. 

Now.

Constantly ranting backwards and forwards in this thread is not going to solve any of the problems with MC and the CD keys.

If you have a genuine complaint against MC and their customer service you need to take that up with them directly and be patient for a reply.

Craig-abcvs

  CXL Forums Moderatorquote>

Yes, this thread is full of insults and one word replies such as "LOL" and "Amen" that are absolutely unessesary.  I will be on this thread for the next while, and if I see any more of this, you will get a timeout.  The same goes for anyone who has posted in here mulitiple times about the same issue.  ST bandwidth is not for saying the same things over and over.  If you've posted and there is nothing new, you are done in this thread.

--Liv

CXL Forums Moderator

[Abc987 3]

At first, I've found the mod's requests to keep things civil very reasonable. But can we no longer speak our mind about a game company just because our website has slight affiliations with them now?

Personally, I am quite angry about the service that Monte Cristo has been providing us with.  I honestly have never heard of a game company neglecting to give CD Keys to consumers. I feel like I should be able to express my anger and concern to the communtiy I've taken part in for years. Is that too much to ask for?

I certainly feel like no one in this last page of the thread has really said anything unreasonable. Is complaining about a game company's incompetence unreasonable? I don't think so.

Of course, there are definitely some things in the forum that are getting out of hand. This thread is not one of them. If we aren't supposed to state our "Pre-Order/Activation Key/Download Issues" in this thread, which is exactly what I've seen the majority of people doing, then what's this thread's purpose?

By the way, I did contact Monte Cristo. As for the being patient part, that's a little difficult to do when I payed good hard money for this game, and I can't even play the darn thing.

Not trying to start any trouble with the mods or anything, I'm just a little concerned at the fact that this thread is something you're concerned about. But really, I love you guys! I'm just a little confused here.

[Abc987 3]

[sorry for the double post, but seeing this has nothing to do with my previous post, I don't think it would make sense to edit it into it]

I just received an email from Monte Cristo support. Here it is in its exact words:

Dear Jason,

first of all thanks for your interest in Cities XL.

We remind you that if you ordered the game from North America (USA and Canada) you will receive your CD key via mail.

If you need to have further assistance you should contact our american distributor at

montecristogames@tmpwdirect.com

.

In case you have ordered the game from the rest of the world then we invite you to send us your order number.

Best regards,

the Cities XL team

 

I wish they'd given me some information regarding when exactly they plan to send out that email, since it's been days since I've bought the game and I've still not received anything.

Hmph.

-Jason

[gnomonite 0]

Monte Cristo is so funny that it has left me speechless!

I finally got the response from MC about the CD key and they told me that I will receive my key via mail and NOT e-mail by TMP Direct as it is their North American distributor and MC cannot interfere with TMP's business (fair enough to a certain extent) . I replied to them stating that in all the confirmation e -mails from TMP Direct it was clearly mentioned that I will receive the key via e-mail. To which MC replied that I must be mistaken  because the distribution method of the keys via mail for North America and Canada has been there during the beginning!  So, I attached those confirmation e-mails and send them to MC and guess what!!?..They replied, " we confirm that you will receive the game via mail and the cd key via e-mail." LOL!

I am just speechless!! and kinda giggly..haha

EDIT: got the final word

I will be receiving the cd key via e-mail. The only question remains is ..how soon

 

[Abc987 3]

Hopefully this will help some people:

I finally found a Monte Cristo phone number so that I could talk to someone directly about my CD Key problem (The number is 800-647-3656 for North America). The woman who answered was very friendly, and after telling her my problem, she said that the keys are being sent out through email (Contrary to what the person I emailed said). She also said she'd contact Monte Cristo to inform them of my problem, so hopefully my email will be sent shortly.

I suggest people do this, since it's easier and faster to talk to someone on the phone than through email. Apparently there is a lot of confusion about how these keys are being distributed, but the woman seemed to think she'd be able to sort it out.

[Rik81 0]

BINGO!  I got my key!  It came via e-mail, and it appears to have come from Monte Cristo, and not from the NA distributor.  Of course since I had pre-ordered from MC that's what I would of expected anyway, even though the box shipment came from an NA distributor.

Now, to see if I can to the next step and get to BUILDING!!!

[Mathew_MC 0]

Hi everyone,

We are aware that some buyers from NA did not receive their email containing the CD-key on time and have investigated the issue. Some CD keys were actually not received because the email was being blocked by the ISP of the recipient, and things are being sorted out.

We are definitely looking into all issues that are being sent to us and hope you will all soon be able to play the game!

[gnomonite 0]

I received my key this morning!

Thankyou MC!

Now I wait for USPS to deliver my game! Hope its soon!

[corkdawg82 0]

Just received my cd key via email today, hopefully the pony express delivers my package tomorrow because its Columbus day(stupidest holiday because he discovered the Bahamas not America) and the USPS has that day off.Is there a way i can just DL the game somewhere and just use the cd key i got in the email?

[mr-tom 2]

 

 

Here is your invoice. We sent you a copy to your email address. We invite you to keep it in a secure place and note your invoice number as it will be used for future communication.

Invoice # 00057616

You will receive Cities XL Limited Edition in your mailbox a couple of days before release.

On day one, you will receive your CD Key in an email that will allow you to start playing Cities XL and your 7 free days.

Erm.  Right.  So the game will be there before launch and the CD key will come by email then?

Maybe not...

We sent your order at the beginning of last week, it should arrive very soon.

The activation key is written on the back of the manual, that you will receive with the box.

Unfortunately, we cannot provide you with a link to get the digital version of Cities XL.

 

So they're posting my emailed key?  OK.

And the response to my cancellation request?

For you cancellation and refund request, there is nothing we can do, as the game has already been sent.

Lovely grammar.

I went back to ask for parcel tracking details.  No response yet.

Needless to say I will be checking the package *very* carefully for date of postmark etc.

And the refusal to refund when they've had my money and not supplied the product (unless I see an early Oct postmark on the package) means that I will never buy an MC game again, as I now know what to expect if things go wrong.

I would also like (with the greatest of respect and fondness) agree with jrhnemo, who said:

At first, I've found the mod's requests to keep things civil very reasonable. But can we no longer speak our mind about a game company just because our website has slight affiliations with them now?

Personally, I am quite angry about the service that Monte Cristo has been providing us with.  I honestly have never heard of a game company neglecting to give CD Keys to consumers. I feel like I should be able to express my anger and concern to the communtiy I've taken part in for years. Is that too much to ask for?

I certainly feel like no one in this last page of the thread has really said anything unreasonable. Is complaining about a game company's incompetence unreasonable? I don't think so.

Of course, there are definitely some things in the forum that are getting out of hand. This thread is not one of them. If we aren't supposed to state our

"Pre-Order/Activation Key/Download Issues

" in this thread, which is exactly what I've seen the majority of people doing, then what's this thread's purpose?

By the way, I

did

contact Monte Cristo. As for the being patient part, that's a little difficult to do when I payed good hard money for this game, and I can't even play the darn thing.

Not trying to start any trouble with the mods or anything, I'm just a little concerned at the fact that

this

thread is something you're concerned about. But really, I love you guys! I'm just a little confused here.

I think that the feedback has been remarkably civil, albeit representing a high level of polite annoyance.

I find it a little surprising that where people have been let down, it seems that they're not allowed to discuss that further on this forum, which I would have thought would want to give a balanced picture of things in the one thread devoted to these problems.

Again, not wanting to fight with anybody - it's your forum not mine.  Just a bit disappointed as I struggle to see what content here breaches the bounds of being acceptable.

Tom.

[atilla5 6]

Basically, I'm having the same problem some of you are having. I pre-ordered the game via directly by mail to my house here in the United States (South Dakota to be exact), just about a month ago. Since then I haven't received the game (by mail) or the "CD key" (by e-mail). I sent Monte Cristo an e-mail earlier today to confirm that I actually did by the game online and it was shipped to me. Hopefully they will recieve my e-mail on their next business day and get back to me.

I am confident that I will recieve a copy here at some point and Monte Cristo is doing their very best at solving everyone's problems.

[pkh127 0]

I have the game, came on the 9th. Received the CD key on time, but I have not received the activation e-mail!! E-mailed support sunday 11th and received a response monday 12th, stating that they had resent the activation e-mail but still don,t have it! Has anyone else with this problem gotten the activation email and what did you do? Thanks!

[wolfpost 0]

Well reading these post dosn't bode well for me. I have my cd key. Got it in a e-mail last week. But MC for some reason is unable to send me my registration comformation e-mail. They have tried at least twice that I know of. I get everything from them but the comformation e-mail. This the only e-mail from any one I haven't gotten. I asked a customer service rep on the phone why they can't just activate the account at their end since they have all my info and she very snottlily said "thats just not our procedure." Well their procedure isn't working for me for some reason.

Now I just bet you once they get me registered that my cd key will be no good.

Why this cd key just didn't come with the game like every other game I ever bough does is beyond me. Not to mention having to register the game to play the non on line contenet.

[Sek 0]

Originally posted by: Mathew_MC

Hi everyone,

We are aware that some buyers from NA did not receive their email containing the CD-key on time and have investigated the issue. Some CD keys were actually not received because the email was being blocked by the ISP of the recipient, and things are being sorted out.

We are definitely looking into all issues that are being sent to us and hope you will all soon be able to play the game!

quote>

A couple of things would be a huge help to folks, especially coming directly from Monte Cristo rather than "rumor" posts.

#1:  Who-to-Contact information for NA buyers who have problems with CD keys or registration.

#2:  email addresses that need to be added to "safe lists".

Also, adding this information to the official CXL website would be a big help.  If I hadn't run into a comment saying that MC was using Simtropolis.com forums as their "unofficial CXL forums", then I would never have thought to search around on here.

[gnomonite 0]

I think the CD keys are to be sent out by MC itself. Atleast thats what happened in my case. I sent them an e-mail stating that I haven't received the CD key and they told me that the key would be mailed to me by the distributor and not by MC whereas in the e-mails from the distributor it was stated that I will be sent the key via e-mail but they didn't specify if they themselves will send them or MC. So, after about a 5 e-mail conversation with MC, it was confirmed to me that TMP Direct will send me the game and MC will send me the key via e-mail which I received the next day.

I created my account, the confirmation e-mail came instantly , I entered my CD key and now I have a working Cities XL account.

[Myself.or.? 5]

Just to return to another question:

Release date for Italy is next thursday, so I still didn't get my hands on CXL but I'm 'slightly' worried. I want to play at home on a tower that I just can't carry around for fun. Having Internet only at work (that's italy for you) and a Boss not willing to let me install games at work (just don't get it why...), I won't be able to register??? Does that mean I'm actually going to throw my money away until I get Internet at home? That ain't gonna happen before january...

Signature:

---------------------------------------------------------- Devo pure firmare? Beh, un'altra volta, forse...

[Mathew_MC 0]

Sek wrote:

A couple of things would be a huge help to folks, especially coming directly from Monte Cristo rather than "rumor" posts.

#1: Who-to-Contact information for NA buyers who have problems with CD keys or registration.

#2: email addresses that need to be added to "safe lists".quote>

For NA buyers:

- If you have any issue or question regarding your shipment or did not receive your CD-Key, please contact montecristogames@tmpwdirect.com

- If you have any issue with the registration activation email after creating an account on our site, please contact our Support through the form located at https://www.citiesxl.com/feedback

All activation keys have been sent. Unfortunately, a small amount bounced back which has requested additional time to sort out.

[Edited for clarity]

[mr-tom 2]

Another day passes and still no package.

But then I didn't actually expect it to arrive.

I contacted MC again yesterday night and they have not chosen to provide any order tracking information or even proof of posting.

[simidavid 0]

My game finally arrived! I'm so excited! I even took pictures of the box!!! I wish good luck and lots of patience to those who are still waiting.

[voodoo02 0]

Very strange set up they have for use NA buyers, I had an invalid CD Key and MC told me to contact TMPDirect there NA Distributor for a new CD Key. I received my first key via MC on the day of release and I got my game physically the day before release. (I had email validation issues because of my ISP) So now I am waiting for my new CD Key that they told me it can take a few business days.........I called TWPDirect on Saturday to submit this to them. I am still awaiting my CD Key....

Rant start......

As for there excution for this release it was very poor.... This was not a massively over hyped game that had record numbers of people waiting 3 days before release at there neighborhood Gamestop, and is selling on eBay for $200 buck but any standard PC game that is released now days.... But as far as issues go they are anything but standard, never once did I have to go into my ISP settings and turnoff my Spambot because this is the only email i can't get which was the first cause of my problems?!?!?! I have owned mostly every major release for PC's for the last 10 years or so....

Rant over.....