Personalized sleeve problem

[akagi]

I have received a promotional code and customized my sleeve, filled all forms and hit "complete order" button. And then... I saw some lenghty error message about database "actively refusing connection", so I repeated whole process but this time website told me that my code has been used and so I can't order. Now, anyone from SI please tell me if my order (1st) has been received or no as I can't confirm it and I don't want to wait until I get my sleeve (and lose a deadline).

[stevie_G_32201]

would be better off contacting play.com instead as the sleeve comes from them.

[trekman]

The custom sleeve was a promotion from play.com last year so I think you'll have to contact them and not SI assuming of course that its them again doing it this year.

[bcooper]

yep, it's not an SI issue, it's a Play.com issue. The order of the game will have been recieved for the code to be sent, but Play.com will have to tell you whether the sleeve order has been processed I'm afraid...

[RedBlueEagle]

yep, it's not an SI issue, it's a Play.com issue. The order of the game will have been recieved for the code to be sent, but Play.com will have to tell you whether the sleeve order has been processed I'm afraid...

Play.com said we had to contact the website owners as it is their server that has crashed. The URL was footballmanager.com/promo so who is responsible as the code can now not be entered?

Play.com only got sent one code per person for the sleeve personalisation which is why they said we had to contact you. There were no help links on any of the sleeve design pages..

[akagi]

Servers that refused connection apparently are SI'S. Another thing is PLAY.COM cannot be reached through phone from Irleand. Tried several times...

[MCulkin]

I have had same problem, I spoke to Play and they don't seem to know much about it.

[InsaneLampshade]

...another day, and still no-one has answered us.

Play.com telling us to speak to you guys, you guys telling us it's not your problem. Well it's someone's problem and to be honest it looks more like a Sega/SI problem rather than a play.com problem, considering it's on the FOOTBALLMANAGER.COM website and all.

promo-uk.footballmanager.com

Or would you guys prefer that we simply get a refund and go pirate the game instead?

[adamdrfc]

...another day, and still no-one has answered us.

Play.com telling us to speak to you guys, you guys telling us it's not your problem. Well it's someone's problem and to be honest it looks more like a Sega/SI problem rather than a play.com problem, considering it's on the FOOTBALLMANAGER.COM website and all.

promo-uk.footballmanager.com

Or would you guys prefer that we simply get a refund and go pirate the game instead?

You're an idiot. E-mail SI instead of whining on a forum.

[InsaneLampshade]

You're an idiot. E-mail SI instead of whining on a forum.

Perhaps if they actually listed their email address on their website then we would.

[bean824]

You're an idiot. E-mail SI instead of whining on a forum.

Don't insult people on the forum. He's trying to get a response from SI over an issue. There's no need for people like you to make comments.

[freezingpost]

I have received a promotional code and customized my sleeve, filled all forms and hit "complete order" button. And then... I saw some lenghty error message about database "actively refusing connection", so I repeated whole process but this time website told me that my code has been used and so I can't order. Now, anyone from SI please tell me if my order (1st) has been received or no as I can't confirm it and I don't want to wait until I get my sleeve (and lose a deadline).

Ive had the same problem

[Swift89]

Are people really that bother about a personalized sleeve?

[GREYFOX]

received email today with unique code but since the initial post, i am reluctant to do it now!

[tottenhamfmo7]

You guys might as well call the SI support!

[jayahr]

Same problem here. So far I just hope that my order went through if the code is said to be used already. So at least that bit must have gone through before getting the error message.

But how to contact play.com? In their helpdesk I can't find any single old-fashioned custor service contact option

[trekman]

But how to contact play.com? In their helpdesk I can't find any single old-fashioned custor service contact option

play.com phone number 0845 800 1020

[Woodssi]

Same problem here. So far I just hope that my order went through if the code is said to be used already. So at least that bit must have gone through before getting the error message.

But how to contact play.com? In their helpdesk I can't find any single old-fashioned custor service contact option

Jayahr (and others),

Don't waste your time contacting PLAY.
They will send you a reply stating the problem lies with SI, and to contact them regarding....

Now, if only someone could post a SI Helpdesk link????

[ChrisMav]

Yer same thing happened to me, I emailed play customer service so I'm hoping they might be able to sort it.

[bcooper]

Guys,

I'm talking to the company doing the printing to see what the deal is, as soon as I know anything i'll let you know

Thanks
ben

[bcooper]

Guys,

I'm talking to the company doing the printing to see what the deal is, as soon as I know anything i'll let you know

Thanks
ben

[jayahr]

Cool

Reported for double post btw

[Mindcrime]

Glad I wasn't the only one. Same story for me as the OP. I kept wondering if it might be because I'm from Norway and used Å and Ø when writing down my address. So I felt a bit stupid when I dropped those for AA and O instead, and then got told my password had already been used.

So as someone mentioned, it COULD be registered then and happen to drop in the mail in 1-28 Days. And I know, it's just a cover, it ain't no biggie, but it's a fun thing and it was the special thing about the play.com pre-order.

The thing that got me worrying was when I didn't receive a confirmation email.

Thank you bcooper for checking it out for us.

[bcooper]

Hi,

If anyone wants to PM me with their code if they are having problems please do

Thanks
Ben

[akagi]

Are people really that bother about a personalized sleeve?

Yes, we bother. We paid for it.

[djwilko6]

Yes, we bother. We paid for it.

I thought it was free as a pre-order? So you didn't technically pay for the sleeve itself. :P

[akagi]

Are people really that bother about a personalized sleeve?

I thought it was free as a pre-order? So you didn't technically pay for the sleeve itself. :P

I could order or buy game for less than PLAY.COM but I decided to get my game with personalized sleeve. Anyway, if I ordered something promised, I expect it to be delivered.

[purp23]

Same here, contacted Play.com they said the below

"Unfortunately this is an issue outside of our ability to rectify, as all codes are received for each customer to redeem against this promotion.

If there has been an error in redeeming this code via Sega's website we would recommend contacting their customer service department to enquire if your order information for this sleeve was received. "

If anyones having trouble contacting them via phone I used this address (it doesn't seem to be on the website anymore) customercare@play.com

[Matt ex SEGA]

We're looking into this so please, as per Ben's note above, send through to him.

[toro74]

Same here, contacted Play.com they said the below

"Unfortunately this is an issue outside of our ability to rectify, as all codes are received for each customer to redeem against this promotion.

If there has been an error in redeeming this code via Sega's website we would recommend contacting their customer service department to enquire if your order information for this sleeve was received. "

If anyones having trouble contacting them via phone I used this address (it doesn't seem to be on the website anymore) customercare@play.com

I contacted customercare@play.com and this was what they answered to me:

Thank you for your email regarding the redemption of your Personalised Sleeve code for Football Manager 2010.

Please accept our apologies, but we are unfortunately unable to offer further assistance with this Promotional code. As a retailer, we only forward on your code as it comes in from the manufacturer. Any subsequent issues resulting from the code, i.e. if it is faulty or flagged as invlaid must be directed to the manufacturer/publisher of the game.

[Woodssi]

Hi,

If anyone wants to PM me with their code if they are having problems please do

Thanks
Ben

Ben,
When I try to PM you, the system takes me to the User Login screen (even though I'm already logged in)..

[ziaraa]

i've PM'd and still had no reply the offer will soon end any update on this?

[craigharris85]

I have also PM'd but no response, hoping for an udpdate....

[takis7]

I find it hard to believe there will be an answer

[ArgyleDave]

I have also sent my code but no reply. I really wanted this for my son.

[Matt ex SEGA]

If you're struggling with the PM's then please contact SEGA Customer Services - details in the manual - and we'll do our best to make sure you get your sleeve.

[RedBlueEagle]

I did everything everyone ha asked. I spoke with Sega support and was asked to also log a support issue via the sega uk site. Some of you may want to do that too.

[Domark Rules]

Yes, we bother. We paid for it.

havent you got a printer?

[takis7]

havent you got a printer?

Thats not all he needs , is it?

[Mindcrime]

havent you got a printer?

If we could even get sent the custom sleeve as a .pdf file (which we/I didn't) I would LOVE nothing more to print it out myself.

Has anyone gotten this thing to work at all?? Or did everyone get an error "page" and were unable to use the password again?

I PM'd my password as well, but no stress.

[mufcchampmanfan]

I got the Page error and now unable to use code. I've PM'd Ben my code as well, no response yet.

[InsaneLampshade]

How long does it take sega customer support to respond?

Ticket was submitted on the 30th October... 4 days later and still no response (to that or my PM).

The closing date for this offer is Sunday 8th November 2009.

I assume we're going to have some sort of resolution before then? Or the closing date is going to be extended?

[mufcchampmanfan]

Today I finanlly received my 2nd Promo Code for the 2nd order I placed. However I'm scared to try and use it incase it goes wrong or gives me the error.

[mufcchampmanfan]

Also just had an email back from Play.com in reply to one I sent when I first had the problem. They instruct me to go to the www.footballmanager.com website and report the problem via their Support Link. Now either I'm blind or there is no Support Link visible on the Football Manager website?

[jamiesdomain]

Also just had an email back from Play.com in reply to one I sent when I first had the problem. They instruct me to go to the www.footballmanager.com website and report the problem via their Support Link. Now either I'm blind or there is no Support Link visible on the Football Manager website?

What they mean is go to the SI website http://www.sigames.com and contact them that way, however; the SI websites no good because if you click on the links i.e. Search | Contact | SIndicate | Advertise... It takes you to the main page that’s on about downloading the patch lol

Let’s face it - No one’s going to get the personalized sleeve because it too much for them to sort out. Hence no reply from anyone because they are hoping the problem goes away. It’s now day 5...

To read all the problem on the forum that people have had with the game this year and last year must be embarrassing for them... Another year and another joke by SI...LOL

[InsaneLampshade]

Well if we don't get our sleeves then surely we could report play.com to the trading standards agency for not delivering what we ordered (even though it's clearly not their fault).

[jamiesdomain]

Well if we don't get our sleeves then surely we could report play.com to the trading standards agency for not delivering what we ordered (even though it's clearly not their fault).

No - because Play.com only forward on the code as it comes in from the manufacturer. Any subsequent issues resulting from the code, i.e. if it is faulty or flagged as invalid must be directed to the manufacturer/publisher of the game. That would be SI and www.footballmanager.com

Erh...Anyone seen them...are they about or hidling...

[purp23]

No - because Play.com only forward on the code as it comes in from the manufacturer. Any subsequent issues resulting from the code, i.e. if it is faulty or flagged as invalid must be directed to the manufacturer/publisher of the game. That would be SI and www.footballmanager.com

Erh...Anyone seen them...are they about or hidling...

Incorrect Play.com advertised Football Manager with personalised sleeve, this is the contract they entered into with us that is what they need to deliver by law. If they do not then they are not delivering the goods as described.

I logged a ticket with Sega's helpdesk and they responded this morning saying they are aware of the issue and are looking into it.

[mufcchampmanfan]

I now too have submitted a ticket with Sega. We're going to need some response soon as deadline is 8th November. I won't attempt to use my 2nd code until I've got the 1st one redeemed.

[jamiesdomain]

Incorrect Play.com advertised Football Manager with personalised sleeve, this is the contract they entered into with us that is what they need to deliver by law. If they do not then they are not delivering the goods as described.

I logged a ticket with Sega's helpdesk and they responded this morning saying they are aware of the issue and are looking into it.

Incorrect lol Its not down to Play.com, if it was, you would have logged a ticket with them and not Sega. However you say Sega are aware and are looking into it, so its down to sega and not play.

[Shilp]

When i first did it, the server crashed, then if i try to re-do it it says the the order has been place

ne1 else had this problem?

[savio_original]

When i first did it, the server crashed, then if i try to re-do it it says the the order has been place

ne1 else had this problem?

same for me. I pm'd Ben, but no response yet

[MCulkin]

I have PM'd and still awaiting a response also, it wouldn't be as bad if we received some reassurance that this will be fixed. I am shocked at how much of a shambles this has been.

[roy keano]

we all got screwed me thinks

i want a £10 gift voucher for all the hassle this has caused but i dont think play.com will give me it

[toro74]

we all got screwed me thinks

i want a £10 gift voucher for all the hassle this has caused but i dont think play.com will give me it

Play.com sucks! I haven't even got my copy of the game yet. They say they have sent it on october 28th so it's been over a week. Delivery in 3 to 5 days...my ass!!!

[akagi]

Play.com sucks! I haven't even got my copy of the game yet. They say they have sent it on october 28th so it's been over a week. Delivery in 3 to 5 days...my ass!!!

You too? Today is a week of waiting for me. I think I will buy my copy in the shop and return one that they sent me (if I ever receive it) as unwanted.

[purp23]

Incorrect lol Its not down to Play.com, if it was, you would have logged a ticket with them and not Sega. However you say Sega are aware and are looking into it, so its down to sega and not play.

I have logged one with them and one with Sega as I want this resolving, as the consumer it's my choice to deal with the manufaturer or the retailer.
As the retailer they have a legal obligation to deliver the goods as advertised which they have not so it is up to Play to sort it but due to them being utterly useless I have exercised my right to go direct to the manufacturer.
I am also speaking to Play to find out why they are doing nothing about this.

I mentioned the bit about logging a ticket with Sega to help other people screwed over by Play.com

[Bongo-Bongo]

Play.com sucks! I haven't even got my copy of the game yet. They say they have sent it on october 28th so it's been over a week. Delivery in 3 to 5 days...my ass!!!

Not heard of a little thing called a postal strike?

[toro74]

Not heard of a little thing called a postal strike?

Yeah, but play.com says they will deliver normally even with strike.

Also just today I got a newsletter from them where they said that if you order call of duty: modern warfare 2 by midnight on sunday 8th of november they guarantee delivery for 10th of november.

[mufcchampmanfan]

Yeah copies of Football Manager turned up on Wednesday and Thursday before the Friday Release. Thats the only thing preventing me from really get upset about this sleeve business. If worst comes to worst though I'll return both games to play for refunds and look at getting it locally at Morrisons or something where I can use a relatives 20% Staff Discount.

[Bongo-Bongo]

Yeah, but play.com says they will deliver normally even with strike.

Also just today I got a newsletter from them where they said that if you order call of duty: modern warfare 2 by midnight on sunday 8th of november they guarantee delivery for 10th of november.

I received that newsletter as well, and unless they are using someone different to Royal Mail, which I'm guessing they must be, I don't see how they can guarantee it, especially as strikes are going ahead tomorrow and Monday. And I know they aren't using any other delivery service for other products so I'm not sure how they could claim deliveries wouldn't be affected, especially with an estimed backlog of between 30 and 50 million letters/parcels to deliver. Are you sure you didn't mis-read something as that seems like a pretty bold statement.

[mufcchampmanfan]

Just had an email from Sega to say my 1st Code has been submitted correctly and I'm to allow 28 days for delivery. So the order is going through.

Just been to the Promo Site to input my 2nd Code and thats worked fine on this occasion. No error at all, got a confirmation screen.

[jamiesdomain]

Cheers for the update, pleased with that.

[InsaneLampshade]

I also got a response to my sega support ticket saying that my code went through ok.


(though I should point out to whoever responded to my ticket that my name isn't martin, lol)

[ADChick]

I've PM'ed my code to Ben, is that enough or am I better off trying somewhere else as well?

[jamiesdomain]

I've PM'ed my code to Ben, is that enough or am I better off trying somewhere else as well?

Log a ticket here http://help.sega.com/

From there email, its saying that the custom sleeve order was processed correctly through the website.

Just looks like we didn't get a confirmation page, just a error on their website when we submitted the order.

[ArgyleDave]

Yep - I got an email for my ticket too saying it had been ordered correctly.

[Maylia]

how do i get a second promo code because i have had the same problem

[Mindcrime]

Damn, thanks guys! Now I have high hopes that my code went through. *clap*

[Gary Pearson]

I have had no email saying its gone through ok, nor have I had any reply to my PM through here. 10 quid wasted by supporting pre orders and not going to local shops and getting it for 20 quid.

[mufcchampmanfan]

Gary as posted above raise a support ticket at http://help.sega.com/ they responded to me within two days and confirmed everything is okay.

[big78mac]

I had this same issue, so I contacted play.com, they told me to send an email to codesandpromos@play.com 2 days later I got an email with an apology and a replacement code.

"Thank you for your email in regards to your Play code for Football Manager 2010 on the PC, and I would like to apologies for any inconvenience that this issue has caused to you.

To help resolve this issue I have spoken to the games buyers, who have on this occasion been able to provide me with a replacement code for you to use.



Once again please accept my sincere apologies for any inconvenience this may have caused you and thank you for your patience and valued custom.

Kind Regards,
Kris Thomson

Play
"

Might be worth emailing the above. My replacement code worked first time.

[Jasonification]

How do you log a ticket with SEGA? I can't seem to find where you do it. :s

[jamiesdomain]

You need to have a SEGA Pass account.

http://www.sega.co.uk/segapass/home....=help.sega.com

Once you have done that, just click on 'SUPPORT' at the top of the page. Then you will be able submit a new ticket.

[Rerudem]

Well I've PM'd Ben but I'm guessing he's probably busy.
I've also logged a ticket with Sega, but haven't heard back from them either.
Has anyone else had much luck with emailing the address that big78mac mentioned?

[skiskool]

I submitted a ticket to SEGA and within 24 hrs I received confirmation that my details had been registered correctly.

[akagi]

Tomorrow is the deadline for sleeve customization. I didn't got response from SI whether I will get it or not. So much for preordering the game.

[MCulkin]

I am still awaiting a response, I PM'd Ben back in October, logged a ticket with Sega last week and have emailed codesandpromos@play.com. Wondering if there is any danger of some news?

[maxjam]

PMd Ben and Sega Customer Support over a week ago -no response from either.

Can we get an update please?

[GREYFOX]

just received my email today from sega customer support:

"Hi Abid,

Thank you for contacting SEGA Europe.

We are aware that some customers have received an error message after completion
of the personalised sleeve offer. The website displayed an error message
instead of showing a confirmation message. I can now confirm that your order has
been received and processed correctly and you will receive your personalized sleeve
within the allotted 28 days detailed on the site.

Regards

Sega Support"

am chuffed and cant wait!

[KingWeirCJ]

hiya, so whats the deal? did the 1st code work?
or do we need a new code?
help!

[Maylia]

i got my second code but it was too late. are they going to re-open it or what? :@

[Rerudem]

I just got a message virtually identical to Greyfox's one. Seems that it was only the confirmation screen that was broken and that all submitted codes probably went through.
Don't quote me on that though!!!!

[MCulkin]

I have also received a response identical to Greyfox's. Looks positive!

[akagi]

Same thing for me. Let's wait and see.

[KingWeirCJ]

Well i did the whole ticket thing as well, they told me, it had worked to wait 28 days for delievery, just wondering, has anyone recieved theres yet?

[jack8]

Well i did the whole ticket thing as well, they told me, it had worked to wait 28 days for delievery, just wondering, has anyone recieved theres yet?

Not had anything yet but it did say up to 28 days so I guess need to wait until end of this month.

[KingWeirCJ]

same here, just wondering because, they are telling me, they havent heard from me, so they are asking me if i the problem is resolved, so they can cancel the ticket?!
which is HELL NO YOU CANT!

[KingWeirCJ]

woohoo, got my sleeve today

[jamiesdomain]

Wooohooo, got my sleeve today too...

[GREYFOX]

got my sleeve today but am a bit surprised at it! i thought it would have been a plastic cover like the Gears 1 LE cover which would have been worth it imo!

also why couldnt it be that one side is my name, the logo, the certificate, the usual and on the other, the description, some screens, the parties involved, the sys requirements, the usual instead of both sides being identical!

^ this is just me voicing my opinion so please take however you wish!

[jack8]

got my sleeve today but am a bit surprised at it! i thought it would have been a plastic cover like the Gears 1 LE cover which would have been worth it imo!

also why couldnt it be that one side is my name, the logo, the certificate, the usual and on the other, the description, some screens, the parties involved, the sys requirements, the usual instead of both sides being identical!

^ this is just me voicing my opinion so please take however you wish!

Got mine today and I rather like it.

[takis7]

Got mine also,i have to say its better than expected !!!

[KingWeirCJ]

like how it was two sided, instead of just being a different cover though i do agree i think they cud of made them more personalised but never mind, knew what i was getting wen i personalised it