I have the same issue, being based in France and having to pay an insane amount of money for a "custom deposit fee".
I spent one hour yesterday with Amazon CS by chat, and I have been told over and over that customs fee can not be refund by Amazon. They offered to refund these fees later, but I don't really trust this promise. They also offered to resend the game, which I refused as it obviously does not solve the issue.
Seeing this was going nowhere, I finally resigned myself to send an email to jeff@amazon.com.
It seems that it started something, as I received an email from "Executive customers relations" saying they were investigating my request...
I would encourage everyone having the ZTD watch issue to send an email to the same adress. I believe that the more we are to manifest, bigger are the chances they send us our watches for free (as it should be). I copy paste below the email I sent (removing all personal details).
Dear Jeff (or its representative),
My name is XXXX, I am a French (and so far loyal) customer from Amazon France (Also Premium member in France) and from Amazon.com.
I am contacting you regarding an order made on Amazon.com (Order N° XXXXXXX). This order was placed on July 7, 2015 as a preorder for a 3DS game “Zero Time Dilemma” with a limited watch Bonus.
The game was made available worldwide on June 28 2016. Yet, on June 29, I received an email from Amazon stating that “We (Amazon) recently learned of an unexpected delay in getting the Limited Edition Bonus watch included in your order from our supplier. We’ll be shipping the game without the bonus watch and will ship the bonus watch as soon as it becomes available.”.
The game itself was finally shipped to me, of course without the bonus watch, on July 3rd (5 days after the release date), and received a few days later.
Today, I received an email stating that Amazon had finally the watches in stock. BUT, in order to get it, Amazon decided to set up the following procedure : those like me that preordered the game should place a new order for this watch at 600$ (!) retail price through a specific page (https://www.amazon.com/dp/B01GW9ALUG?ref_=pe_1534260_205274010) and then receive a 600$ discount, bringing its price at 0$.
First, I do not understand why I have to place a new order to receive an item I already ordered AND paid for.
Also, this procedure is not the one mentionned in the email from June 29 that stated “we (Amazon) will ship the bonus watch as soon as it becomes available”.
But more importantly, there is a major problem with the procedure Amazon set up to get the watch : as I live abroad (France), I would now have to pay an import fee deposit of 121.55$ plus 7.74$ of shipping !
I assume the deposit fee is based on your “retail” price of the watch, arbitrarily fixed at 600$ by amazon (probably to dissuade other than those who preordered the game from buying it), which is of course not the real price of the watch (it’s just a 10$-worth plastic toy).
As there is no way I would pay so much deposit fee for a plastic toy watch, I contacted an Amazon rep by chat to try to solve this issue (transcript below). The Amazon rep proposed that I should pay the deposit fee, that woud be refunded to me later. I made clear that there was no way I would pay either a deposit fee or some new shipping costs for an order already placed and paid.
We exchanged quite a lot trying to solve this issue, without success (this rep even tried to send me a replacement order, but made a mistake and ordered the game instead of the watch. Being honest, I made him cancel this replacement order).
Today, I am contacting you to get a positive answer to my request. Now that the bonus watches are in stock in your warehouses, would you be so kind as to fulfill my order XXXXXX and send me the bonus watch I paid for ?
Please note that this problem is becoming a major hurdle in the gamers community, and I wouldn’t be surprised If you received similar requests from customers with the same issue.
Looking forward to receiving a positive answer to my request.
Kind regards
You were supposed to recieved an email from Amazon with a link to the watch and a link to your digital art book.
This is the page for the watch. It's listed as $500 USD, but the account you bought the game with should have recieved a credit for the price, making it free... except for the shipping and taxes, but that's a different issue. :/ Please don't buy the watch for $500 by accident if you haven't recieved the credit, that would be bad.