Author Topic: Customer Service (Read 38383 times)

Daryk · « **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 · « **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 · « **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?

Highball · « **Reply #63 on:** 29 August 2019, 12:48:49 »

Still waiting .......

Generalstoner · « **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.

Valkerie · « **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.

Daryk · « **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 · « **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.

MyndkryM · « **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

victor_shaw · « **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 · « **Reply #70 on:** 31 August 2019, 21:53:22 »

Quote from: victor_shaw 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.

That is exactly what I had to do to get my issues resolved. And that was months ago.

Highball · « **Reply #71 on:** 31 August 2019, 23:41:58 »

Quote from: victor_shaw 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.

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 · « **Reply #72 on:** 01 September 2019, 06:41:54 »

Quote from: Highball on 31 August 2019, 23:41:58

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.

Daryk · « **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 · « **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 · « **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.

MyndkryM · « **Reply #76 on:** 06 September 2019, 19:47:27 »

Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.

Sartris · « **Reply #77 on:** 06 September 2019, 21:01:07 »

Yikes

Highball · « **Reply #78 on:** 08 September 2019, 12:01:46 »

Quote from: MyndkryM on 06 September 2019, 19:47:27

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 · « **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)

Generalstoner · « **Reply #80 on:** 08 September 2019, 21:19:07 »

PM sent Charlie Tango.

MyndkryM · « **Reply #81 on:** 08 September 2019, 23:11:08 »

Thank you.

PM sent.

Highball · « **Reply #82 on:** 09 September 2019, 15:58:55 »

PM sent Charlie Tango

Charlie Tango · « **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.

Daryk · « **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!

Generalstoner · « **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!

MarauderD · « **Reply #86 on:** 11 September 2019, 12:33:34 »

Quote from: Generalstoner 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!

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

Charlie Tango · « **Reply #87 on:** 12 September 2019, 04:48:15 »

Quote from: MarauderD on 11 September 2019, 12:33:34

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

Quote from: Generalstoner 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!

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

I'm just really glad they were able to get them resolved.

Highball · « **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 · « **Reply #89 on:** 17 September 2019, 11:11:09 »

Still nothing .......