Amazon vs Lord of the Rings Online

At the last possible moment… okay, not the last moment, but close… Saturday, I decided the wife and I would play Lord of the Rings Online: Shadows of Angmar. So, I threw a copy into the Amazon shopping cart, changed the quantity to two and placed my order. The reason I started by saying it was a close call was that the game released on Tuesday, and you had to order it before then as a pre-order to get the super cool Founder’s bonus stuff, most importantly the $9.99 a month rate. Since the normal rate would be $14.99, $5 a month times 2 is $120 a year savings.

If we end up playing for two years, I might kick myself for not taking the Lifetime subscription, but then again, if I paid $200 and then canceled after six month I’d kick myself. Damned if you do…

Back to my point though… we ordered our two copies of the game and then I went to the digital download section to claim our pre-order key… wait. Key? Singular? Shouldn’t I have two keys?

Why yes, yes I should.

So I call Amazon Customer Service… or rather, I go to the web page, enter my phone number and click the button to have their help desk (helpfully located in India) call me. The woman is nice enough, at least the broken formal English she is reading from her CS manual is nice enough. After many unsuccessful attempts to explain how the pre-order, account registration and all that is supposed to work, and trying to point out that I ordered two copies of the game but only got one key… to give a quick example, it went sorta like this:

Me: “I ordered two copies of the game, only got one pre-order key.”
Her: “Order shows one item.”
Me: “With a quantity of two.”
Her: “Not two, just one item on order.”
Me: “There is one item, with a quantity of two.”
Her: “Sir, your order has only one item. Digital downloads are given one per item.”
Me: “The item cost $50, my invoice is for $100 because I bought two.”
Her: “But there is only one line item.”
Me: “With a quantity of two.”

Finally, she grasps the concept… one item, quantity of two… and determines that she is not capable of resolving my issue. She says that I should have ordered the items at separate lines, then forwards my problem to another department, says they will email me the resolution, and hangs up.

Now, there are many things I am not, but one thing I am is a Web Programmer. You would think, if Amazon has an issue with providing digital content on multiple quantity single line items someone over there might be able to trap a flag and issue a warning to the user, or even not allow multiple quantities for items with digital content. A nice little pop up that says, “This item includes a digital download and product key, please add multiples to the cart separately.”

In any event, we are now waiting to hear from Amazon. They owe us a pre-order key, or they owe us $5 a month. Let’s see how long this takes to resolve…

Update: As bad as the first call was, my follow up 48 hours later was good. The woman was pleasant, contacted the department needed, got us all on the phone, got the issue reviewed and resolved, and she apologized for it taking a second call to get the work done. Apparently the first woman hadn’t actually forwarded my issue to the other department. All is good now.

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