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Author Topic: Customer Service  (Read 38383 times)

Daryk

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Re: Customer Service
« Reply #60 on: 24 August 2019, 16:35:02 »
They just pulled off a $2.5M Kickstarter... they should be able to hire someone to do Customer Service full time any day now...

Highball

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Re: Customer Service
« Reply #61 on: 27 August 2019, 18:12:50 »
Well it is official … HALF A YEAR and still nothing done to fix the misprints in the boxed set I purchased despite sending them all the information requested. Complete and total buffoons running customer service. SNAFU.

GRUD

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Re: Customer Service
« Reply #62 on: 28 August 2019, 11:31:31 »
I bought 2 copies of the TRO: Clan Invasion at Gen Con, 1 for myself, 1 for a friend. I got a card with both, that had a code to get the PDF for free, but I didn't think to use it until a couple weeks later.  When I tried to use it, it kept telling me to enter a valid code.   :-\  I've used the "Contact Us" form once, but have yet to get a reply, and I can't remember exactly when I contacted them.  =\  Probably around the 15th, maybe 18th?  Was the code only good for that weekend?   ???

Will my friend need to contact them also, once he gets his card?   ???
To me, Repros are 100% Wrong, and there's NO  room for me to give ground on this subject. I'm not just an Immovable Object on this, I'm THE Immovable Object. 3D Prints are just 3D Repros.

Something to bear in Mind. Defending the BT IP is Frowned upon here.

Remember: Humor is NOT Tolerated here. Have a Nice Day!

Hey! Can't a guy get any Privacy around here!

Highball

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Re: Customer Service
« Reply #63 on: 29 August 2019, 12:48:49 »
Still waiting .......

Generalstoner

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Re: Customer Service
« Reply #64 on: 30 August 2019, 18:27:13 »
I sent another official email as well myself regarding broken mechs inside my box set I purchased.  Am waiting hear back from them.
Twelve Highlanders and a Bagpipe make a Rebellion.

Valkerie

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Re: Customer Service
« Reply #65 on: 30 August 2019, 22:19:31 »
I had issues with my order of the box sets from them back when they first came out.  Took seven weeks from time of order before delivery.  It took multiple emails and some (polite) sword rattling to get a resolution.  Then had the same problem occur with the my dead tree copy of the BattleMech Manual not a month later.  Again they took care of it, a bit faster this time, but it still wasn't a good experience.  They did get my copy of Commander's Edition to me in a timely manner.

I want CGL to succeed here, and I want to be able to by physical product from them, but it has to be done better than this.  One out of three is not going to cut it long term.  If I ran my customer service this way at work, I would be out of job. :(
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

Greetings, Mechwarrior!  You have been recruited by the Star League to defend the frontier against...Oops, wrong universe.  -unknown SLDF Recruiter

Welcome to the Federated Suns.  Please keep all arms and legs inside your mech at all times.  Also, please pick up your trash, including any Capellan hardware you may have brought with you.  Littering is punishable by a 1,000,000 C-Bill fine and an invasion by the local RCT.  Have a nice day!

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Daryk

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Re: Customer Service
« Reply #66 on: 31 August 2019, 06:26:31 »
I have to wonder why they continue to do the store in-house while simultaneously understaffing it.

Ursus Maior

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Re: Customer Service
« Reply #67 on: 31 August 2019, 06:31:37 »
I really don't understand how this can be a problem for so long. Selling products is literally their job and there are countless online shops that manage to do this exceptionally well. Certainly, it cannot be a problem of acquiring know-how or personnel. It's Seattle, USA, small businesses in large cities basically is what built the US economy.
liber et infractus

MyndkryM

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Re: Customer Service
« Reply #68 on: 31 August 2019, 13:18:24 »
My Third Request email sent today

Quote
Hello,

I purchased the combination PDF+Hard Copy of Alpha Strike Commander's Edition, and I haven't received my physical book.

The purchase was made on 8/5/19 and it is Order SHP-112456. I haven't even received an update to the status of the order. I sent an email on 8/20 to store@cataystgameslabs.com, and an email to customerservice@catalystgamelabs.com on 8/21 inquiring about this order. Follow-up emails were sent to each of those addresses on 8/22 and 8/27, and I still haven't received a response (even checked my spam folder).

I would appreciate if you could either fulfill and ship Order SHP-112456 or provide me a status update as to when I can expect to receive my purchased item.

Thank you,

Scott

 :ticked:
"Halfway down the trail to Hell,
In a shady meadow green
Are the Souls of all dead Troopers camped,
Near a good old-time canteen.
And this eternal resting place
Is known as Fiddlers’ Green...."

-"Fiddler's Green" The US Cavalryman's Prayer

victor_shaw

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Re: Customer Service
« Reply #69 on: 31 August 2019, 13:58:58 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.

Valkerie

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Re: Customer Service
« Reply #70 on: 31 August 2019, 21:53:22 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.
That is exactly what I had to do to get my issues resolved. And that was months ago.
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

Greetings, Mechwarrior!  You have been recruited by the Star League to defend the frontier against...Oops, wrong universe.  -unknown SLDF Recruiter

Welcome to the Federated Suns.  Please keep all arms and legs inside your mech at all times.  Also, please pick up your trash, including any Capellan hardware you may have brought with you.  Littering is punishable by a 1,000,000 C-Bill fine and an invasion by the local RCT.  Have a nice day!

Unit/Scheme of the Month Master Index

Highball

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Re: Customer Service
« Reply #71 on: 31 August 2019, 23:41:58 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.

LOL …. I call BS on the newest excuse. They always have some wild crazy "never happened to anyone else" excuse to throw out there. They need to quit making excuses and just do their jobs. You get me CGL!

Talen5000

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Re: Customer Service
« Reply #72 on: 01 September 2019, 06:41:54 »
LOL …. I call BS on the newest excuse. They always have some wild crazy "never happened to anyone else" excuse to throw out there. They need to quit making excuses and just do their jobs. You get me CGL!

It happens more often than you think. Email systems aren't perfect and having them disappear or even delayed for hour or days isn't unknown.
"So let me get this straight. You want to fly on a magic carpet to see the King of the Potato People and plead with him for your freedom, and you're telling me you're completely sane?" -- Uncle Arnie

Daryk

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Re: Customer Service
« Reply #73 on: 01 September 2019, 07:08:40 »
I can't keep my Outlook from crashing 4-5 times a day at work, so I take claims of server trouble as credible.  Doesn't make it right, but server trouble could certainly be contributing to the problem.

victor_shaw

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Re: Customer Service
« Reply #74 on: 01 September 2019, 07:54:06 »
Well taking into account that they are not a large company and have to watch their costs.
So if they are running on an old network and mail server, they may only have the ability to patch the issues and not out and out replace it.

MyndkryM

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Re: Customer Service
« Reply #75 on: 01 September 2019, 16:14:58 »
Plausible email and server issues aside, this is really about communication.

Granted, I'm not up to speed with who is who here on the forums, but I'd hope at least one CGL employee monitors these forums. If they do, then it is equally plausible they have read this thread. The lack of any engagement is pretty frustrating.

Problem with the CGL online store? Make a post explaining the situation.
Items out of stock? Communicate the issue.
Email system crashed? Acknowledge the problem and offer a work around.

The only thing being shared, while appreciated, are words of encouragement and second/third hand information from other forum members ("I heard on the AMA...", "So and so said at GenCon...", etc.).

It's Labor Day Weekend and I hope everyone enjoys their holiday and comes back charged up and ready to go....and start communicating with your customers.

 
« Last Edit: 01 September 2019, 16:44:01 by MyndkryM »
"Halfway down the trail to Hell,
In a shady meadow green
Are the Souls of all dead Troopers camped,
Near a good old-time canteen.
And this eternal resting place
Is known as Fiddlers’ Green...."

-"Fiddler's Green" The US Cavalryman's Prayer

MyndkryM

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Re: Customer Service
« Reply #76 on: 06 September 2019, 19:47:27 »
Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.
"Halfway down the trail to Hell,
In a shady meadow green
Are the Souls of all dead Troopers camped,
Near a good old-time canteen.
And this eternal resting place
Is known as Fiddlers’ Green...."

-"Fiddler's Green" The US Cavalryman's Prayer

Sartris

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Re: Customer Service
« Reply #77 on: 06 September 2019, 21:01:07 »
Yikes

Highball

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Re: Customer Service
« Reply #78 on: 08 September 2019, 12:01:46 »
Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.

I also sent my 4th email to both addresses with all the required information. I have no expectation of a reply any time soon.

Charlie Tango

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Re: Customer Service
« Reply #79 on: 08 September 2019, 19:39:15 »
WOULD EVERYONE IN THIS THREAD WHO HAS NOT GOTTEN A RESPONSE FROM CUSTOMER SERVICE  PLEASE DIRECT MESSAGE ME ASAP WITH THE NAME ON YOUR ORDER AND YOUR EMAIL ADDRESS.


(Sorry to yell, but I wanted your attention - I have been communicating with the Customer Service person and was asked to gather this information)
« Last Edit: 08 September 2019, 22:13:49 by Charlie Tango »
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

Generalstoner

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Re: Customer Service
« Reply #80 on: 08 September 2019, 21:19:07 »
PM sent Charlie Tango.
Twelve Highlanders and a Bagpipe make a Rebellion.

MyndkryM

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Re: Customer Service
« Reply #81 on: 08 September 2019, 23:11:08 »
Thank you.

PM sent.
"Halfway down the trail to Hell,
In a shady meadow green
Are the Souls of all dead Troopers camped,
Near a good old-time canteen.
And this eternal resting place
Is known as Fiddlers’ Green...."

-"Fiddler's Green" The US Cavalryman's Prayer

Highball

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Re: Customer Service
« Reply #82 on: 09 September 2019, 15:58:55 »
PM sent Charlie Tango

Charlie Tango

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Re: Customer Service
« Reply #83 on: 10 September 2019, 10:09:40 »

PMs have been received and info will be passed on.  I wish I could make promises that action will be taken on it, but that's at a higher level of things than mine.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

Daryk

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Re: Customer Service
« Reply #84 on: 10 September 2019, 18:35:17 »
Charlie Tango: I suspect that's more movement than anyone who PM'd you has seen to date.  For that, you are to be commended!  :thumbsup:

Generalstoner

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Re: Customer Service
« Reply #85 on: 10 September 2019, 22:23:15 »
I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!
Twelve Highlanders and a Bagpipe make a Rebellion.

MarauderD

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Re: Customer Service
« Reply #86 on: 11 September 2019, 12:33:34 »
I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!

Same thing:  thanks to Charlie Tango and Alexia for resolving my issue!

Charlie Tango

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Re: Customer Service
« Reply #87 on: 12 September 2019, 04:48:15 »
Same thing:  thanks to Charlie Tango and Alexia for resolving my issue!

I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!


ALL the credit here should go to Alexia at Customer Service. 

I'm just really glad they were able to get them resolved.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

Highball

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Re: Customer Service
« Reply #88 on: 13 September 2019, 14:14:45 »
Well I suppose the fact I received nothing from good ole Alexia says a lot for me. Now it is time for me to truly be a horses ass and show Catalyst that I have truly earned the reputation of being tenacious in every task I decide to take on. GAME ON!

Highball

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Re: Customer Service
« Reply #89 on: 17 September 2019, 11:11:09 »
Still nothing .......