Retailer GAME has denied suggestions that its own systems are to blame for the Fallout 4 pre-order fracas.
The retailer earlier today said that the issues have only affected a small number of users and that it has contacted all those involved to ensure they get their game. Some contest this, however, with many customers saying they are still waiting to hear back from the company.
On Friday, a small number of our customers who pre-ordered the Fallout 4 Pip-Boy Edition online experienced payment issues which has resulted in reports of orders not being fulfilled,” the retailer told MCV.
GAME can confirm that these payment issues were not caused by our systems, and instead arose due to customers’ banks or PayPal accounts not allowing payment to go through. This is mainly caused by expired bank account details.
At every stage, we have reassured our customers that their Pip-Boys have been reserved for them. Since Friday, our customer service team has been working hard to contact all impacted customers to ensure that as many orders as possible are fulfilled for launch day. Each customer has been, or will be, contacted individually to reprocess their order and we have extended the opening hours of our distribution centre and customer services to facilitate this.
We have endeavoured to deliver all pre-orders in time for launch day. Getting in touch with customers individually takes time, and due to us being unable to outreach to some customers just yet, there will be a short delay for a few of them but they will still receive their order should they still wish.
Our customers are incredibly important to us and we’d like to thank them for their continued patience.”
Then statement does not address claims that some customers who have successfully paid in full have been told they won’t be receiving their copies today.