As many others I did pre-order the Test Drive Unlimited Solar Crown Collector’s Edition and was granted 2 free games on top. I had picked 2 Steam games in this regard.
The confirmation was in German, the subject line was in French which I already found wild in itself.
According to the email, the Steam keys should be automatically being sent to me, once 2 weeks after the purchase have passed.
First, I emailed the tech support of Nacon asking if I can get the keys earlier than that if I agree a waver to my EU right to cancel the purchase within 2 weeks.
I was told to email to different email addresses instead, and after writing to both, neither received a reply, nor did I receive the keys 2 weeks after my purchase.
Calling the German customer support number resulted in telling me I can only reach the game purchase department via a email by using their contact form.
Done so, no reply either. I did complain to the tech support email address, just to receive the same email address again which nobody replied to.
I did contact BigBen which is the head company of Nacon, no reply.
I did contact Nacon via LinkedIn, no reply.
After over 4 weeks of being ignored and nobody willing to help, today, I was so pissed about the lack of assistance, I was calling the bigben HQ in France and fortunately the front desk told me there is a direct support number for digital game purchases via +33 969397959
I called them and it turns out the German email confirmation of the Test Drive Solar Crown pre-order is wrong, as it falsely says it would ship the Steam codes 2 weeks after my purchase, while instead it should say the Steam codes will be sent 2 weeks after the physical Test Drive Solar Crown limited edition has physically been shipped.
Furthermore, I was told the reason why I received no reply in 4 weeks from neither assistance.nacon@games.fr nor vpcgames@bigben.fr, is simply, the fact, that they are overwhelmed by the sheer amount of emails so they are not able to answer them.
I was told, the better email to use would be support@nacongaming.zendesk.com
That a huge company like Nacon neither can word emails correctly (even the auto-reply tech support email is riddled with errors as mentioned before) nor has enough staff to answer emails is a big shame.
I’m expecting better from you.
I was really close to open a buyer protection with PayPal due to the lack of (proper) communication
It should not require your customer to google phone numbers and call the HQ of Big Ben in France to get working phone numbers with people who actually want to help.
I worked in the field of customer support myself for many years for 3 companies, and if a customer sent an inquiry to the wrong department, we would just forward them ourselves, instead of handing out email addresses knowingly being aware that they will never ever receive a reply.
Shame on you, Nacon.