Amazon Tony on Reddit
"Hey guys,
I just saw this note and saw this issue (I was at comicon all day).
For 100% transparency here is the mistake that led to this issue. Note this was absolutely a mistake, and orders that were did not use CAGROCKS were cancelled as well.
On Thursday we learned that there would no longer be a pre-load for SimCity. In response I set up a mass mail to go out to every customer who had pre-ordered the game up until we found out there wasn't a pre-load anymore.
When I filed this request, I copy/pasted a previous request for a mass mail, in this previous request the words "also please cancel all of the attached orders" (we had an issue with a product previously that we had to cancel/refund orders on because the product never shipped).
So, when sending the email out, letting customers know there was no pre-load, we also cancelled all the orders.
Again, this was totally my bad.
Cheers, Tony"
"I'm figuring out if we can just re-place the orders for everyone who did not re-order already. I literally just got home so I have very little visibility into what's been worked on so far.
I'll update as soon as I have more information. Thanks for the patience and sorry for the hassle.
Cheers, Tony"