topic Re: Having issues with your order? Contact Gstore for support in Payments & Billing

Having issues with your order? Contact Gstore for support

GraceFromGoogle — Tue, 19 Nov 2019 02:19:18 GMT

If you have any issues regarding your payment method please contact Google Store Support. We are actively working with the very few customers whose card was either declined or flagged as fraudulent.

Re: Having issues with your order? Contact Gstore for support

DeBigKai — Tue, 19 Nov 2019 17:03:28 GMT

i tried, 2 days and no answer other than go order the premiere edition or wait till base

Re: Having issues with your order? Contact Gstore for support

PlayerOne — Tue, 19 Nov 2019 18:06:26 GMT

Why don’t you guys take your responsibilities and give everyone an update about why the orders are one big mess.. people order your product because you guys promise something. The advertisement turns out to be a huge lie. Great start Google, great start

Re: Having issues with your order? Contact Gstore for support

UnicornsAreReal — Tue, 19 Nov 2019 18:49:03 GMT

Except the Google store support staff are entirely unhelpful. Judging by the posts on Reddit and other social media, not a SINGLE person has managed to get their Founder's Edition order re-instated after it was cancelled. I think you should just upgrade all Premiere orders to Founder's orders.

Re: Having issues with your order? Contact Gstore for support

brymes33 — Tue, 19 Nov 2019 19:07:34 GMT

@GraceFromGoogle Gstore support is entirely unhelpful. Why couldn't you be more clear about how "Launch" day would go? There are people who ordered day 1 that have not received their hardware and people that have ordered in September who have, their are people with hardware that don't have codes and people with codes that don't have hardware. Personally my founders edition has not even made it to the warehouse for shipping so maybe I can expect to choose a founders user name in 5 days at the earliest? This is quite the failed launch, missing features, no communication, not everyone has received hardware or even codes to play, we were promised the future of gaming on any screen anywhere, not Any Screen** Anywhere**** with absolutely no features or titles that take advantage of the features that are available at launch... This feels like a kick starter campaign, not a launch orchestrated by a almost $1 Trillion dollar company.

Re: Having issues with your order? Contact Gstore for support

Marevaar — Wed, 20 Nov 2019 09:11:16 GMT

Contacted GStore 40 hours ago, no response. Chat now unavaliable and is supposed to be active one hour ago here in Spain. I did my preorder on June 6th just at announcement, and still no shipping, no code, no Gstore support, no anything that Google MUST do for their customers. Why is supposed to be a founder's edition ordered 5 months ago?. What a PREORDER means? To have what you buy in time for launch because you have months to adjust everything to do a SERIOUS service.

Re: Having issues with your order? Contact Gstore for support

SippyCup — Wed, 20 Nov 2019 13:48:12 GMT

Contacted them yesterday after I updated my payment method and my order was cancelled (despite funds being available). Spent almost 30 minutes on the phone with them, most of that on hold. Was initially given the "Just order the premiere" line. No. I pre-ordered a Founder's Edition to get the Founder's Edition as soon as possible, not to be pushed into the end of the line. Also, loss of the Founder's Edition means loss of the Night Blue controller I ordered. So, I lost all the reasons for pre-ordering because the system hiccuped my payment method away. I know that I am not the only person in this boat. How is this going to be made right? Where is our answer on this topic? Is the answer keep trying to call store support and keep getting the same BS answer? Or maybe, just MAYBE, you could be more definitive and respond to the people who have been supporting this idea and pre-ordered almost sight unseen. I am requesting another call-back as I write this, so maybe I'll get an update. This isn't a good look and shifting the blame and responsibility without any clear response to the people who legitimately want to support this endeavor isn't helping.

Re: Having issues with your order? Contact Gstore for support

Trent41 — Wed, 20 Nov 2019 15:10:49 GMT

Please stop characterizing every trip up on your part as "very few" or "small number". That's not true and is taking a page out of Apple's disingenuous playbook. Own the problem, be honest with us, and earn some trust before trying this bologna with us.

Re: Having issues with your order? Contact Gstore for support

Visionary — Wed, 20 Nov 2019 15:19:40 GMT

@GraceFromGoogle I did contact customer support and the situation is actually worse: now they're saying that we will only get a code 3-5 business days after the hardware is shipped. What happened to getting access at launch, as per website statement? What happened to getting the code before hardware, as per Google Director statement? Customer support then followed up with these dates are only guesses and can;t guarantee it will actually happen then! #fail

Re: Having issues with your order? Contact Gstore for support

Wismeryl — Wed, 20 Nov 2019 15:27:30 GMT

No response from Google Support.

Ordered Stadia few hours after annunce, no code, no hardware (and will come, if im lucky in 3-4 days from now), people from other country that ordered 1 month after annunce already received hardarwa AND code.

The priority is just a Lie, i lost my priority on name tag.

No update during the problem, only silence, no answer from support, no way to cancel the order because you already got the money and ship the stuffs.

How can you fix all this for all the person that trusted you? and again, dont post lie on twitter just to say is all ok.

Re: Having issues with your order? Contact Gstore for support

Rigo — Wed, 20 Nov 2019 17:22:38 GMT

Hi, I have not got the code and store support don't know what to do.

Can the "code team" please contact us and send us the code asap?

Thanks in advance

Re: Having issues with your order? Contact Gstore for support

MathisCool23 — Wed, 20 Nov 2019 18:57:04 GMT

@GraceFromGoogle I ordered my Founder's Edition on June 22, and yet I still have not received my invite code. Will you PLEASE help me?

Re: Having issues with your order? Contact Gstore for support

Spark — Wed, 20 Nov 2019 19:30:21 GMT

I got the founder edition package but not the code

Re: Having issues with your order? Contact Gstore for support

CatotonicFrenzy — Wed, 20 Nov 2019 20:40:55 GMT

Stadia just got delivered to me, but I have yet to receive my invite code. I thought I was supposed to get my code when Stadia shipped? Please let me know what's going on and send me my code if possible. Thanks

Re: Having issues with your order? Contact Gstore for support

BlaxadowFire — Wed, 20 Nov 2019 20:42:27 GMT

Same here, just received the package, but still no code

Re: Having issues with your order? Contact Gstore for support

hiro — Wed, 20 Nov 2019 23:41:07 GMT

didn't get my code

Re: Having issues with your order? Contact Gstore for support

bananas — Thu, 21 Nov 2019 03:18:28 GMT

Same situation here. Founder's Edition package came today (day after launch) and still waiting on the invite code. I want my money back or some kind of credit. Talking to you @Deleted User !

Re: Having issues with your order? Contact Gstore for support

markltbaker — Thu, 21 Nov 2019 08:14:21 GMT

How do I actually email google store support as my question is not answered by the general faq. My situation is that DHL Freight is delivering my Stadia but it will only deliver to my home address when I am there. This is very unusual in Sweden and usually DHL deliver to a nearby service point so I can pick it up. But DHL won’t change the delivery address,l to my office, I need to get google to do it. Only there is no way to contact google to do this. Very annoying. Help!

Re: Having issues with your order? Contact Gstore for support

DL_Top — Thu, 21 Nov 2019 09:27:51 GMT

Why is it taking so long to get the code sent out? I was so excited to receive the package but only found out that I need a bloody code to active when I started to try pairing the controller. Why can’t you just put a piece of paper with the code in a box? Since they are all promised with access at launch anyway, that’s the whole meaning of the founder’s edition right? Or why can’t you just write a program to send code automatically to whoever bought the founder’s edition? You are a tech company, and you can’t solve this sort of problem. Or you are just not ready for all people to go in yet? What happened to the promise of being early to choose your username on Stadia? It’s not fair for people haven’t got the code is it? This whole thing is a huge disappointment and the chrome cast ultra is very difficult to use by the way.

Re: Having issues with your order? Contact Gstore for support

Visionary — Thu, 21 Nov 2019 17:53:53 GMT

If you have received your hardware do not contact the Google Store support you need to contact Google Stadis support (it has its own support).

There's a slight issue with that however:

Yeah a queue of 952 people all complaining may take a while to get through.

The strangest thing about this is Google knew exactly how many Founders' editions it sold and deliberately restricted the numbers at launch so how did Google make this situation for itself?

All Google needed to do was say launch is 28 Nov and start shipping on 18 or 19 Nove: no one would be complaining about getting anything early!