BattleTech - The Board Game of Armored Combat

BattleTech Game Systems => General BattleTech Discussion => Topic started by: Bosefius on 06 February 2019, 14:21:24

Title: Customer Service
Post by: Bosefius on 06 February 2019, 14:21:24
Hi,

If you have a problem with a shipment from the Catalyst Game Labs store OR you purchased Catalyst produce from another source and there's a problem please email store@catalystgamelabs.com

Thank you
Title: Re: Customer Service
Post by: rosco60559 on 08 February 2019, 18:53:28
How long does it take to get a response after emailing?  I sent a message asking about an order a few days ago and haven't heard back.
Title: Re: Customer Service
Post by: Valkerie on 09 February 2019, 19:52:57
I got my response today from customer service.  Looks like the issue is handled and my boxes are on their way.
Title: Re: Customer Service
Post by: Sartris on 09 February 2019, 20:25:41
I emailed them over a non box related issue earlier this week and heard back in about three days
Title: Re: Customer Service
Post by: jimdigris on 25 February 2019, 17:17:49
Not a problem, but I received shipping confirmation on a book today and it arrived within hours.  It was shipped late last week.  It was not a problem for me, but other people might need to know when the shipment is due to arrive so that they can plan for it.
Title: Re: Customer Service
Post by: Bosefius on 27 February 2019, 12:02:50
Not a problem, but I received shipping confirmation on a book today and it arrived within hours.  It was shipped late last week.  It was not a problem for me, but other people might need to know when the shipment is due to arrive so that they can plan for it.

It's an ongoing problem related to how the warehouse (an outside party,) communicates with CGL. Same thing happened with my box sets, I received notice a couple of hours before delivery.
Title: Re: Customer Service
Post by: Sartris on 27 February 2019, 12:09:06
i usually get mine after delivery
Title: Re: Customer Service
Post by: carlisimo on 11 March 2019, 15:06:08
How long should we expect customer service to take before they respond to or aknowledge a request?  It was about a pdf purchase, not shipping related.
Title: Re: Customer Service
Post by: jazzjr on 19 March 2019, 22:58:18
Quick note for the new battlemats on sale, no matter which of the 4 you click on, they all put the grasslands mat in your cart.  Making it impossible to order the set.

Scratch that, I'm stupid, didn't see the drop down arrow.
Title: Re: Customer Service
Post by: ussenterprise on 24 March 2019, 01:50:13
Question: If I buy a shirt and it turns out to not fit, can I return it?  How?
Title: Re: Customer Service
Post by: NeonKnight on 24 March 2019, 10:21:58
Quick note for the new battlemats on sale, no matter which of the 4 you click on, they all put the grasslands mat in your cart.  Making it impossible to order the set.

Scratch that, I'm stupid, didn't see the drop down arrow.

I was also gonna say, they all Say Grasslands....Alpine/Grasslands, Lunar/Grasslands, Savanna/Grasslands, etc.
Title: Re: Customer Service
Post by: Bosefius on 24 March 2019, 16:36:55
Question: If I buy a shirt and it turns out to not fit, can I return it?  How?

You would need to contact customerservice@catalystgamelabs.com, as stated above.
Title: Re: Customer Service
Post by: carlisimo on 25 March 2019, 10:42:56
How normal is it not to get a response of any kind after 2-3 weeks?
Title: Re: Customer Service
Post by: Sartris on 25 March 2019, 10:59:00
Sadly very normal.

I had a turnaround of less than a week a few months ago and I was really surprised
Title: Re: Customer Service
Post by: BairdEC on 27 March 2019, 18:34:34
I'm kinda miffed right now.  I ordered the mats on the 19th with priority mail for shipping, and I finally got a notification that the order shipped...via UPS ground.  UPS says it'll be delivered next week while I'm out of the country. Meanwhile, I ordered something from Amazon on Monday, and it arrived today.

Maybe Catalyst should start using the old boiler plate of "Please allow six to eight weeks for delivery."
Title: Re: Customer Service
Post by: Valkerie on 27 March 2019, 19:45:56
Same here.  I wanted USPS Priority Mail, but product is being shipped via UPS instead.  Can anyone tells us why this happening, along with the week plus delay between ordering and shipping?  Although I am glad it didn't get shipped with FedEx.
Title: Re: Customer Service
Post by: Sartris on 27 March 2019, 20:22:53
The package itself arrives in two days. It’s getting the thing in the mail where there’s lag. The facility where the product is stored is a third party so cgl needs to have a talk with them
Title: Re: Customer Service
Post by: Bosefius on 27 March 2019, 20:38:29
Same here.  I wanted USPS Priority Mail, but product is being shipped via UPS instead.  Can anyone tells us why this happening, along with the week plus delay between ordering and shipping?  Although I am glad it didn't get shipped with FedEx.

No one here would know (we have no connection what's going on). Please, email store@catalystgamelabs.com and complain there. Honestly, they may not realize that the warehouse is shipping only UPS.
Title: Re: Customer Service
Post by: Bosefius on 27 March 2019, 20:39:16
The package itself arrives in two days. It’s getting the thing in the mail where there’s lag. The facility where the product is stored is a third party so cgl needs to have a talk with them

Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.
Title: Re: Customer Service
Post by: Valkerie on 27 March 2019, 22:16:36
Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.
Will do. :thumbsup:
Title: Re: Customer Service
Post by: BairdEC on 27 March 2019, 22:53:09
Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.

Done.
Title: Re: Customer Service
Post by: Valkerie on 28 March 2019, 17:37:08
Heard back from customer service today:

Quote
Thank you for reaching out and bringing this to our attention! This has unfortunately been a common issue recently and I have brought it up to the Owner who will be speaking with our warehouse as to why this is occurring. There is no excuse for why this is happening and my deepest apologies for any inconvenience this has caused! I would like to assure you that we are working diligently on fixing this for future orders and it will hopefully no longer be an issue moving forward.

We appreciate your emails and input because our customers are our best informers as to what is and is not working within our store. Our customers mean the world to us and if you have any further questions or concerns, please don't hesitate to reach out!

Glad to get a quick response and see that it is being addressed. :thumbsup:
Title: Re: Customer Service
Post by: Phocion on 29 March 2019, 03:08:44
Not sure if this is the right place to ask, but how long should I wait for a response from customer service? 

I had an issue with two miscast/damaged miniatures inside my Game of Armored Combat box.  I was hoping replacement minis could be arranged.   I sent photos and described the issue in an email over a week ago, but I havent received a response yet.  I am sure the CS team are busy, but even so I would have hoped for some kind of acknowledgement..
Title: Re: Customer Service
Post by: Bosefius on 29 March 2019, 05:11:09
Not sure if this is the right place to ask, but how long should I wait for a response from customer service? 

I had an issue with two miscast/damaged miniatures inside my Game of Armored Combat box.  I was hoping replacement minis could be arranged.   I sent photos and described the issue in an email over a week ago, but I havent received a response yet.  I am sure the CS team are busy, but even so I would have hoped for some kind of acknowledgement..

Sadly, responses sometimes take 2-3 weeks. It's something that we're trying to improve because, honestly, it's inexcusable.
Title: Re: Customer Service
Post by: Phocion on 29 March 2019, 06:32:43
Sadly, responses sometimes take 2-3 weeks. It's something that we're trying to improve because, honestly, it's inexcusable.


Understood. Thanks for the response.

I know things things can often get crazy busy for CS - especially after a big release, such as happened recently, and I am really happy with the quality of the new box set overall. I just got unlucky with the damage, is all.  Im sure other people have had the same or worse than I did, so I dont expect to be top of the list.  Overall its great to see the new miniatures and the rest of the box contents, like the stories and punch out terrain, are realy nice to have in a set like this.

Now I just need to find some stock of the beginner box near me. :)
Title: Re: Customer Service
Post by: Bosefius on 29 March 2019, 12:23:42

Understood. Thanks for the response.

I know things things can often get crazy busy for CS - especially after a big release, such as happened recently, and I am really happy with the quality of the new box set overall. I just got unlucky with the damage, is all.  Im sure other people have had the same or worse than I did, so I dont expect to be top of the list.  Overall its great to see the new miniatures and the rest of the box contents, like the stories and punch out terrain, are realy nice to have in a set like this.

Now I just need to find some stock of the beginner box near me. :)

I'm not sure where you're located but there Beginner Box is back on the Catalyst store. It's is also making it's way to retail (just restocked last week).
Title: Re: Customer Service
Post by: Phocion on 30 March 2019, 03:36:57
I'm not sure where you're located but there Beginner Box is back on the Catalyst store. It's is also making it's way to retail (just restocked last week).

Thanks.  But the postage from the Catalyst webstore is extortionate to Europe.  I may be in the US on business this year and will pick it up then, so unless it comes back into stock for one of the more local places meanwhile, I will probably have to wait.
Title: Re: Customer Service
Post by: KhanPhelanWard on 12 April 2019, 08:11:15
I sent them an email two weeks ago and I am still waiting for the answer.

Anuone else with this problem?
Title: Re: Customer Service
Post by: Sartris on 12 April 2019, 12:11:11
Not uncommon. Email them again and mention in the subject it’s your second attempt
Title: Re: Customer Service
Post by: KhanPhelanWard on 12 April 2019, 15:30:01
Thanks!
Title: Re: Customer Service
Post by: Highball on 14 April 2019, 13:06:43
Sadly, responses sometimes take 2-3 weeks. It's something that we're trying to improve because, honestly, it's inexcusable.

LOL ….. so in other words there is no accountably. After years if you have not solved this "customer service" problem it simply means you have no intention to fix it. It really shows the contempt you have for your customers/fans.

It has been a few weeks since my email concerning a defective product and I have no reply myself. LOL ….. S.O.P.

Title: Re: Customer Service
Post by: KhanPhelanWard on 18 April 2019, 14:02:53
Two days after my second mail I got the answer ;)
Title: Re: Customer Service
Post by: Sartris on 18 April 2019, 14:05:43
that's good to hear.

my last two interactions with customer service got replies in the first 24-48 hours (both within the past couple months) so i'm glad other people are getting similar results. not all problems can be fixed immediately but it would be good to receive acknowledgement that the problem is noted asap.
Title: Re: Customer Service
Post by: GamerDad on 22 April 2019, 15:24:30
Just want to express my thanks here for the excellent assistance from the Customer Service Specialist helping me out.  Two email exchanges was all it took to recover the purchases I made more than a decade ago!  :thumbsup:  I had forgotten/lost the email account I used, my PayPal did not keep records that old, so I thought all hope was lost so to recover these was awesome!

Now to get some more BT goodness!  ::)
Title: Re: Customer Service
Post by: Corrinald on 26 April 2019, 10:06:41
I am awaiting a response from the store customer service now. It hasn't been quite a week yet so we will see. I ordered 6 items from the webstore and only received 4 of them, though the packing slip indicated everything was packed in the box and shipped. The email shipping notifications came to me 3 days after the physical box arrived at my house so I never even knew it was coming. Not a huge deal, just amusing. Hopefully I can get the other stuff I paid for soon.
Title: Re: Customer Service
Post by: Highball on 26 April 2019, 13:05:50
I am awaiting a response from the store customer service now. It hasn't been quite a week yet so we will see. I ordered 6 items from the webstore and only received 4 of them, though the packing slip indicated everything was packed in the box and shipped. The email shipping notifications came to me 3 days after the physical box arrived at my house so I never even knew it was coming. Not a huge deal, just amusing. Hopefully I can get the other stuff I paid for soon.

I wish you luck. I emailed customer service a little over 4 weeks ago about missing and defective items in my boxed set and I have heard nothing from them. I sent another email yesterday and if I do not hear from them promptly I will just go to my bank, show them the unanswered emails, reverse the charges on my credit card, and drop off the boxed set where I bought it for them to deal with.
Title: Re: Customer Service
Post by: Grim Gunner on 29 April 2019, 20:51:08
I am having the same issues others are dealing with.

My order for the Grasslands maps plus an ebook was placed on the 11th of April. Still has not shipped. It has a tracking number, but is currently not in possession of the USPS. After several inquries and a reply from customer service, I received what appears to be an auto-generated notification that my order is "on the way."

I recheck the tracking number: no change in status. I send another email, this time stridently requesting a solution before I seek a refund from my credit co. and informing CGS I will NOT be purchasing any more physical merchandise directly from them going forward.

A few days later on the 26th I receive a response from customer service that this is indeed unacceptable and the owner would be notified, that they will be issuing a refund for the maps and willstill send them to me. The CSR promised me she would be staying on top of this and keeping me posted, to which I thanked her and asked for an update on a new shipping number if one was to be issued.

So here I am, Monday the 29th, and my maps have not shipped over 18 days later despite the issuance of a shipping label on the 18th. I want CGS to succeed with Battletech, I really do. I just bought PDF's of TRO: Succession Wars and Total Warfare from them in the meantime.

But this is beyond the pale. I will not risk going through this again.

Title: Re: Customer Service
Post by: Corrinald on 01 May 2019, 07:15:49
I wish you luck. I emailed customer service a little over 4 weeks ago about missing and defective items in my boxed set and I have heard nothing from them. I sent another email yesterday and if I do not hear from them promptly I will just go to my bank, show them the unanswered emails, reverse the charges on my credit card, and drop off the boxed set where I bought it for them to deal with.

I haven't got a response yet or received my missing merchandise. Will probably give it until Friday and then email them again.
Title: Re: Customer Service
Post by: KhanPhelanWard on 06 May 2019, 12:33:00
Today I received the minis that was wrong or missing from my boxes, so no complains here :thumbsup:
Title: Re: Customer Service
Post by: Talen5000 on 13 May 2019, 05:13:09
Today I received the minis that was wrong or missing from my boxes, so no complains here :thumbsup:

It's a mixed response from me...

On the one hand, it is unforgiveable that they take so long to respond, or keep you informed on what is happening.
On the other, once you do get a response, I can't praise them highly enough as so far, every issue I've had gets sorted quickly, professionally and to my complete satisfaction. The only problem I have is that they take absolutely ages to get in touch with you.
Title: Re: Customer Service
Post by: Sartris on 13 May 2019, 06:55:20
It’s weird. Like the person responding only checks the account on Wednesdays preceding forecasted rain in Southern California. The last two times I’ve pinged then (both this year), they got back to me within 48 hours. The time before that was months. I don’t get it
Title: Re: Customer Service
Post by: Corrinald on 05 June 2019, 01:32:03
Update on my situation....Somebody replied to my email asking to verify the items I was missing from my original shipment, and last Friday those items arrived in the mail at my home. The person who replied to my email was very courteous and professional.
Title: Re: Customer Service
Post by: Charlie Tango on 05 August 2019, 14:34:08

We have found out what the issue was with the customerservice@catalystgamelabs.com email.

The issue has been addressed which is why things have improved so dramatically in the past few months.


If you STILL have an outstanding issue, please email to *either* store@catalystgamelabs.com  OR customerservice@catalystgamelabs.com 
Title: Re: Customer Service
Post by: Highball on 13 August 2019, 14:19:35
It has been so long since I tried to resolve my problem that I have to flip back MONTHS on a calendar to reference when emails were sent. If you folks handle the Clan Invasion Kickstarter in the same fashion you all are going make the Hindenburg disaster look small in comparison to how you are going to go down in flames. Epic. HUGE! SMH
Title: Re: Customer Service
Post by: Lord Cameron on 13 August 2019, 20:49:22
It’s weird. Like the person responding only checks the account on Wednesdays preceding forecasted rain in Southern California. The last two times I’ve pinged then (both this year), they got back to me within 48 hours. The time before that was months. I don’t get it

I spoke with the new customer service manager at Gencon, they are aware of the problems that they've had in the past, and are working diligently to fix the issues.
Your prompt email replies this year were almost certainly from the new regime.

The second problem was an unfortunate glitch where some of the emails didn't get to customer service, that problem has now been rectified.

Hopefully going forward there won't be these issues.

It has been so long since I tried to resolve my problem that I have to flip back MONTHS on a calendar to reference when emails were sent.

It's possible that customer service never got your email, you might try sending it again.

* Note: I am not an employee of Catalyst and have no connection with their online store, I'm a volunteer Demo Agent.

Title: Re: Customer Service
Post by: MarauderD on 20 August 2019, 12:03:34
I've got a missing item in a shipment and can't get a response from emails I sent to CGL customer service or the CGL store.  Anyone have any ideas on what to do next?

Best,

Mad
Title: Re: Customer Service
Post by: mrbooth on 20 August 2019, 13:56:54
So I have a question I got a beginners box in today that I order from amazon and the griffins arm is messed up do I contact CGL about it or Amazon?
Title: Re: Customer Service
Post by: NeonKnight on 20 August 2019, 14:06:48
So I have a question I got a beginners box in today that I order from amazon and the griffins arm is messed up do I contact CGL about it or Amazon?

CGL
Title: Re: Customer Service
Post by: mrbooth on 20 August 2019, 14:59:46
Thanks.
Title: Re: Customer Service
Post by: Charlie Tango on 20 August 2019, 20:00:01
I've got a missing item in a shipment and can't get a response from emails I sent to CGL customer service or the CGL store.  Anyone have any ideas on what to do next?

Best,

Mad

How long ago did you email them?
Title: Re: Customer Service
Post by: Highball on 20 August 2019, 20:23:24
I've got a missing item in a shipment and can't get a response from emails I sent to CGL customer service or the CGL store.  Anyone have any ideas on what to do next?

Best,

Mad

Good luck .... my problem is five months old and still no resolution. It has been almost two months since I sent in everything requested to "resolve" the problem. At this point there is no excuse that could be given other than incompetence.
Title: Re: Customer Service
Post by: MarauderD on 20 August 2019, 23:27:28
How long ago did you email them?

First email to them was 8/8/2019.  I've emailed once a week since then, for a total of three.  Two to customer service and one to the CGL store.
Title: Re: Customer Service
Post by: Charlie Tango on 21 August 2019, 03:29:52
First email to them was 8/8/2019.  I've emailed once a week since then, for a total of three.  Two to customer service and one to the CGL store.

Thank you.  I'll see I I can find anything out.
Title: Re: Customer Service
Post by: MarauderD on 21 August 2019, 10:57:52
Thank you Charlie Tango!
Title: Re: Customer Service
Post by: MyndkryM on 21 August 2019, 19:26:47
Hello,

I purchased the combination PDF+Hard Copy of Alpha Strike Commander's Edition, and I haven't seen any update to the order. The purchase was
made on 8/5 from the Catalyst web site. I've sent an email to store@catalystgamelabs.com and have yet to get a response. I've also sent an email today to customerservice@catalystgamelabs.com.

I am able to provide my order number if needed, and any update would be great.

Thanks.
Title: Re: Customer Service
Post by: Charlie Tango on 22 August 2019, 07:54:12
Hello,

I purchased the combination PDF+Hard Copy of Alpha Strike Commander's Edition, and I haven't seen any update to the order. The purchase was
made on 8/5 from the Catalyst web site. I've sent an email to store@catalystgamelabs.com and have yet to get a response. I've also sent an email today to customerservice@catalystgamelabs.com.

I am able to provide my order number if needed, and any update would be great.

Thanks.

If you've just sent the emails they will need time to take a look at them.
Title: Re: Customer Service
Post by: MyndkryM on 22 August 2019, 14:08:40
If you've just sent the emails they will need time to take a look at them.

Thank you for the first response I've received since making my purchase on 8/5.

Yes....the email to customerservice@catalystgamelabs.com was sent the other day.

The email to store@catalystgamelabs.com was sent prior to that.

But the point that is getting missed is that I made a purchase from the Catalyst store on 8/5, and today is 8/22. You all accepted my payment and it has been three weeks and there has been ZERO update to the order.

I don't think I'm being unreasonable with inquiring about the status of my purchase.

Is the item in stock? It should be noted that at the time of my purchase it was listed as in stock.
If it is not in stock, when will it be in stock and when can I expect my order to be fulfilled?

I am seeing other online vendors stating that they will not get AS:CE in stock until December?

Title: Re: Customer Service
Post by: Vermithrax Rex on 23 August 2019, 13:13:38
Anyone else having trouble contacting Catalyst customer support?  I ordered the AS and Clan TRO books but only the TRO showed up. I’ve send 5-6 emails over the last 2 weeks and no response.
Title: Re: Customer Service
Post by: MarauderD on 23 August 2019, 13:17:31
Anyone else having trouble contacting Catalyst customer support?  I ordered the AS and Clan TRO books but only the TRO showed up. I’ve send 5-6 emails over the last 2 weeks and no response.

I'm in the same boat as you.  I would be persistent and polite and continue to follow up.
Title: Re: Customer Service
Post by: Vermithrax Rex on 23 August 2019, 13:34:31
I was told they only have a part-timer working in customer service. Loren address these problems specifically in the last AMA. I fully support them and I’m relatively patient, as long as there is a level of communication with the customer. My money is hard-earned, like all of you, and I can’t afford to just throw it around and hope I get what I order.
Title: Re: Customer Service
Post by: Daryk on 24 August 2019, 15:35:02
They just pulled off a $2.5M Kickstarter... they should be able to hire someone to do Customer Service full time any day now...
Title: Re: Customer Service
Post by: Highball on 27 August 2019, 17:12:50
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.
Title: Re: Customer Service
Post by: GRUD on 28 August 2019, 10:31:31
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?   ???
Title: Re: Customer Service
Post by: Highball on 29 August 2019, 11:48:49
Still waiting .......
Title: Re: Customer Service
Post by: Generalstoner on 30 August 2019, 17:27:13
I sent another official email as well myself regarding broken mechs inside my box set I purchased.  Am waiting hear back from them.
Title: Re: Customer Service
Post by: Valkerie on 30 August 2019, 21:19:31
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. :(
Title: Re: Customer Service
Post by: Daryk on 31 August 2019, 05:26:31
I have to wonder why they continue to do the store in-house while simultaneously understaffing it.
Title: Re: Customer Service
Post by: Ursus Maior on 31 August 2019, 05:31:37
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.
Title: Re: Customer Service
Post by: MyndkryM on 31 August 2019, 12:18:24
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:
Title: Re: Customer Service
Post by: victor_shaw on 31 August 2019, 12:58:58
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.
Title: Re: Customer Service
Post by: Valkerie on 31 August 2019, 20:53:22
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.
Title: Re: Customer Service
Post by: Highball on 31 August 2019, 22:41:58
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!
Title: Re: Customer Service
Post by: Talen5000 on 01 September 2019, 05:41:54
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.
Title: Re: Customer Service
Post by: Daryk on 01 September 2019, 06:08:40
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.
Title: Re: Customer Service
Post by: victor_shaw on 01 September 2019, 06:54:06
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.
Title: Re: Customer Service
Post by: MyndkryM on 01 September 2019, 15:14:58
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.

 
Title: Re: Customer Service
Post by: MyndkryM on 06 September 2019, 18:47:27
Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.
Title: Re: Customer Service
Post by: Sartris on 06 September 2019, 20:01:07
Yikes
Title: Re: Customer Service
Post by: Highball on 08 September 2019, 11:01:46
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.
Title: Re: Customer Service
Post by: Charlie Tango on 08 September 2019, 18:39:15
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)
Title: Re: Customer Service
Post by: Generalstoner on 08 September 2019, 20:19:07
PM sent Charlie Tango.
Title: Re: Customer Service
Post by: MyndkryM on 08 September 2019, 22:11:08
Thank you.

PM sent.
Title: Re: Customer Service
Post by: Highball on 09 September 2019, 14:58:55
PM sent Charlie Tango
Title: Re: Customer Service
Post by: Charlie Tango on 10 September 2019, 09:09:40

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.
Title: Re: Customer Service
Post by: Daryk on 10 September 2019, 17:35:17
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:
Title: Re: Customer Service
Post by: Generalstoner on 10 September 2019, 21:23:15
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!
Title: Re: Customer Service
Post by: MarauderD on 11 September 2019, 11:33:34
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!
Title: Re: Customer Service
Post by: Charlie Tango on 12 September 2019, 03:48:15
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.
Title: Re: Customer Service
Post by: Highball on 13 September 2019, 13:14:45
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!
Title: Re: Customer Service
Post by: Highball on 17 September 2019, 10:11:09
Still nothing .......
Title: Re: Customer Service
Post by: MyndkryM on 17 September 2019, 22:43:50
Thank you to Alexia for resolving my issue.

Have to admit...I'm a little disappointed as to the outcome, but it's fair.

**edit** I should add it was very fair.
Title: Re: Customer Service
Post by: ActionButler on 23 September 2019, 18:38:51
Hi all, we wanted to share a recent post from Brent Evans about the customer service situation. This was posted to a different thread which some of you may have already seen, but for those who haven’t, this is very relevant.

Hey there gang, there is actually a lot of work being done on this from several directions at the moment - so please excuse if you suddenly get multiple responses to your inquiries.  We'd rather err on over communication than letting anyone slip through the cracks.  For the next 4 weeks or so we are going to focus heavily on delivering resolution for all outstanding orders - and we'll tackle any weaknesses in our process after you're all squared away.

I am happy to report that our customer service Jedi (aka: Alexia) is currently rooting through all outstanding CS messages in order to get everyone's fulfillment issues solved.  If anyone reading this thread is still awaiting resolution for an issue please (1) find your original email to us, (2) forward it to "customerservice@catalystgamelabs.com" and CC myself and Ray - at (brent@catalystgamelab.coms) and (ray@catalystgamelabs.com) respectively.  This will allow Ray and I to make sure that no issues are getting lost (since we want to rule out any technical issues.)

Just a side note for the sake of clarity, please know that Customer Service has no idea about the comments on this thread.  I'm actually glad folks were able to vent here and alert us about outstanding issue going unresolved, but commenting on the Forum does not generate any kind of alert to Customer Service that they can take action on - so sending that email is key. 

THANK YOU for your assistance helping us bring your needs to resolution.  We absolutely want to get cool BattleTech stuff into everyone's clutches, and appreciate you letting us know.  If you've already emailed me personally and want to reply with a follow-up (and add Ray and Customer Service) by all means feel free to do so.  I'm not worrying about getting extra messages, just wanna make sure you're issues are resolved. :0)

If you've not received resolution within 1 month of this post - please let myself, Ray and customerservice@... know.  No order gets left behind.

Seyla.
Title: Re: Customer Service
Post by: Highball on 15 October 2019, 03:19:09
Can you believe yet ANOTHER month has passed and still nothing but an empty promise that the situation will be resolved. Pathetic!
Title: Re: Customer Service
Post by: Colt Ward on 15 October 2019, 14:15:33
Can you believe yet ANOTHER month has passed and still nothing but an empty promise that the situation will be resolved. Pathetic!

Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'
Title: Re: Customer Service
Post by: Daryk on 15 October 2019, 16:51:11
Just more evidence Customer Service should in fact have a presence on the company's official forum.  Facebook and Twitter are not enough.
Title: Re: Customer Service
Post by: Kit deSummersville on 16 October 2019, 08:15:41
I'm not sure that having a presence on a message board where everyone has a ridiculous made-up name is going to relate in any way to having success with fixing actual issues with people with real-life names.
Title: Re: Customer Service
Post by: Sir Chaos on 16 October 2019, 11:34:33
Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'

As I´ve said before: Last thing we heard from CGL was for him to send his e-mail again to yet another CGL account.

Your response would make sense if they said they were sure they had responded to him, but not if wanted him to contact them again.

Again: The problem is on CGL´s end, not on Highball´s end.
Title: Re: Customer Service
Post by: Sir Chaos on 16 October 2019, 11:41:02
I'm not sure that having a presence on a message board where everyone has a ridiculous made-up name is going to relate in any way to having success with fixing actual issues with people with real-life names.

It would at least allow them to contact the made-up-name people here who are having problem reaching CGL under their real name.

Look... Highball has tried and tried and ****** tried to get a response from CGL via e-mail. CGL *could* have reacted by contacting him here via PM to get in touch with him about the issue (since he´d probably be reluctant to share his e-mail, real name and so on in a forum post) - or go straight to directly for the order number, etc, and what was wrong with the product. As I recall, they instead sent someone here to tell him to try more of what already didn´t work.

CGL has issues with their mail accounts, or it has been said by those telling Highball he shouldn´t complain about this. There are, however, no issues with PMs on this forum, so why should CGL not use this perfectly functional way of getting in touch with complaining customers to circumvent that problem?
Title: Re: Customer Service
Post by: Colt Ward on 16 October 2019, 11:59:54
As I´ve said before: Last thing we heard from CGL was for him to send his e-mail again to yet another CGL account.

Your response would make sense if they said they were sure they had responded to him, but not if wanted him to contact them again.

Again: The problem is on CGL´s end, not on Highball´s end.

No, the point is until he says it you do not know where the problem actually is located and with CGL having the problems described its a more complicated break down of communicaton.  When you are trouble shooting a communications link you want to make sure you are-
sending correctly
and
able to receive

Until he insures he is able to receive the message, they can send him all the answers in the world- repeatedly- he will never see a thing and think they are not responding which is possibly what has happened.  Talked to a guy last Friday who did not get into the Kickstarter b/c he says he never gets e-mails from the Kickstarter and does not know why.  Same advice, check your email service & ISP.  While I love how easy it is to get email now, when it breaks down folks have a harder time troubleshooting it b/c they did not have to go through the complicated set up process.
Title: Re: Customer Service
Post by: Highball on 16 October 2019, 12:26:25
Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'

Email communication is being received on both ends .... CONFIRMED by the CGL response to my email on MAY 1ST! I have sent all the information requested by CGL (receipt & pictures) and it has been confirmed they have had it for at least FOUR MONTHS.

You can put down the bucket of water you are carrying for them Colt.

I am done with CGL ... they deserve what they get a thousand fold.
Title: Re: Customer Service
Post by: Colt Ward on 16 October 2019, 13:30:53
Alright, so you are getting emails from them and its all on their end.  No water being carried, just pointing out a point of failure.

And on something else I said before, the new boxes from China should have arrived so they should have a source of maps.
Title: Re: Customer Service
Post by: Bedwyr on 16 October 2019, 14:08:08
Knock off disparaging comments toward other forum users. Now.
Title: Re: Customer Service
Post by: Highball on 30 October 2019, 03:02:32
The EIGHT MONTH mark approaches and still nothing resolved!  :clap:   Way to go!  :thumbsup:
Title: Re: Customer Service
Post by: Highball on 13 November 2019, 23:13:02
 :rant: So Alexia has been told 4 times to straighten this situation out and still nothing has happened, and since nothing happens without Loren's approval, it is obvious that TPTB consider this some sort of sick childish game and like screwing with customers. I am done with you clowns. I have grown tired of being screwed with by TPTB, and I refuse to be toyed with any longer or to participate with this farce. Either fix it or don't fix it .... it is your choice.   :thumbsup:
Title: Re: Customer Service
Post by: Dragon41673 on 15 November 2019, 22:07:05
I too am waiting, and waiting, and waiting for contact back. I did email showing I have 2 improperly molded Wolverines, and got an email back asking for proof (an image of the receipt & Wolverines) months ago, which I provided the very next day...then, radio silence since then after repeated emails asking simply for a confirmation that the proof was received. Kinda had a feeling this would happen.
Title: Re: Customer Service
Post by: Highball on 21 November 2019, 13:35:09
On the day before Thanksgiving this drama will enter its NINTH month  :facepalm:. Brent cannot keep his word to resolve this issue because he has been muzzled by Loren after specifically emailing this to me in October concerning a message to good ole Loran, and I quote ...

"Loren - you said we weren't to respond without fulfillment and tracking details from you, and that you'd get them since those come through Lexi & the Wishes team. We still don't have those two weeks later and I cannot help thinking the CS resolutions should not we this hard. At this point it would have been easier to simply send him a new box set than the replacement parts.

We need to be resolving these issues on first contact, and I'm going to point out that it's on you to make that happen. This specific incidence started back when I was "frontman" so Larry's comments and being directed at me personally, and I've held off from responding per your request until we have information. But if we've still no resolution for one week more I will be responding both publically and directly."

Needless to say Brent was silenced and nothing was fixed except to once again tell Alexis this has not been resolved. SHOCKER! This is what happens when you complain about shoddy customer service. You get singled out and punished by TPTB. Something so easy to fix yet people want to make it personal. Your call CGL.

 :clap: :thumbsup:
Title: Re: Customer Service
Post by: Highball on 01 December 2019, 22:14:02
It took nine full months  :bang:, a lot of vitriol  :ticked:, and the curtains pulled back on the B.S. lie about customer service and a mythical "warehouse that handles these issues" to get a simple misprinted piece of die cut cardboard replaced .... but it is finally done.  :clap:

It should NEVER take this kind effort to get people to simply do their jobs.  :(

Title: Re: Customer Service
Post by: Dragon41673 on 07 December 2019, 10:52:08
It took nine full months  :bang:, a lot of vitriol  :ticked:, and the curtains pulled back on the B.S. lie about customer service and a mythical "warehouse that handles these issues" to get a simple misprinted piece of die cut cardboard replaced .... but it is finally done.  :clap:

It should NEVER take this kind effort to get people to simply do their jobs.  :(

Good to hear, and I agree...way too much trouble. I'm still waiting to hear back, although I heard from my Distributor that the next batch of AGoAC and BB sets are being printed & produced in China, which then will ship over via a literal slow boat. SO most likely between February/April...so I won't be holding my breath for my replacements.
Title: Re: Customer Service
Post by: Force of Nature on 19 December 2019, 19:02:11
Incompetent management at all levels is what allowed this to happen after 9 months...
Title: Re: Customer Service
Post by: Imperium on 03 May 2020, 10:26:18
Alright, so you are getting emails from them and its all on their end.  No water being carried, just pointing out a point of failure.

And on something else I said before, the new boxes from China should have arrived so they should have a source of maps.

Hey you are not alone. I also had a pre-order of "Era Report 3145", where I was supposed to get a PDF and physical copy as part of a bundle. I got the pdf - after several weeks no physical copy. I did what was requested and sent the emails, the first response was "You got the PDF. " When I explained I did not get the physical copy - there was no reply, and no reply after that. I won't order anything directly from CGL after that.

It’s weird. Like the person responding only checks the account on Wednesdays preceding forecasted rain in Southern California. The last two times I’ve pinged then (both this year), they got back to me within 48 hours. The time before that was months. I don’t get it

I bet if they didn't actually get paid until the correct product was actually delivered, you would see those response times improve real fast.
Title: Re: Customer Service
Post by: Dragon41673 on 06 July 2020, 20:05:35
Just as an update on this thread for myself, I finally received my replacement Wolverine's from Catalyst, sent via a secondary source. So thank you to a certain person I asked for help with that got this resolved for me...

You know who you are Mr. Marauder icon.
Title: Re: Customer Service
Post by: Sartris on 07 July 2020, 20:15:00
sent in my third request to have my download link for TRO:SW restored (it's in my order list but not the downloadable content page)
Title: Re: Customer Service
Post by: Soundtheory on 09 July 2020, 22:05:25
I am unable to download some of the digital content from Catalyst's store that I bought as add-ons to the Kickstarter, using the codes they gave me. 

I emailed Catalyst customer service at customerservice (at) catalystgamelabs (dot) com, and even CC'd battletech-clan-invasion (at) support.crowdox (dot) com on January 5th, 2020.   I followed up three more times, never got a response.

They just emailed me back July 7th - over six months later - that they'll be sending out an email in a week or two to help people catch up on digital rewards, and "hope that helps". 

Guys.  You need to do better.  This is not good customer service.  I am seriously worried that if I have some kind of problem with the fulfillment of the physical kickstarter rewards, Catalyst is not going to be of any help.
Title: Re: Customer Service
Post by: Sartris on 17 July 2020, 00:27:28
the TRO: Succession Wars download crisis of 2020 has been resolved                                                                                                                                                                                                                                                                                                                                               
Title: Re: Customer Service
Post by: JcK_HD on 16 August 2020, 09:19:16
Hi all!

I've ordered some Battletech stuff from the store and got the wrong item; hoping to arrange an exchange. Been chasing by email for a couple of weeks now with no response. Have filled out the form on the website a couple of times and sent an email and it's like a Wobbie whiteout.

Is there any chance if someone from CGL sees this they could please get in touch with me? Order SHP-158290.

Thanks!
Title: Re: Customer Service
Post by: idea weenie on 16 August 2020, 10:55:16
Can the complete compiled Campaign Operations Errata  (https://bg.battletech.com/forums/index.php?topic=53442.0) be put into PDF format and made available on the Errata page (https://bg.battletech.com/errata/)?
Title: Re: Customer Service
Post by: PsylockeSmythe on 17 August 2020, 08:02:13
Hi all!

I've ordered some Battletech stuff from the store and got the wrong item; hoping to arrange an exchange. Been chasing by email for a couple of weeks now with no response. Have filled out the form on the website a couple of times and sent an email and it's like a Wobbie whiteout.

Is there any chance if someone from CGL sees this they could please get in touch with me? Order SHP-158290.Thanks!
I'm in the same boat.  Ordered 2 different Athletic T-Shirts and I ended up with two of the same shirts.  The order showed the two different t-shirts, but the packing list and what was in the box were 2 of the same shirt.  E-mailed the store back on August 7th when I received the order and haven't heard anything back since.

Psy
Title: Re: Customer Service
Post by: slh on 18 August 2020, 19:28:05
I've been in a similar but different boat -- an order (pair of poster sets) said it was shipped July 13, but after a month usps tracking still only said "Shipping Label Created, USPS Awaiting Item, SUWANEE, GA".

Over the subsequent weeks I tried contacting via store@catalystgamelabs.com, the Contact form at store.catalystgamelabs.com/pages/contact, customerservice@catalystgamelabs.com, and facebook (CGL's page).  Only their facebook page responded, although apparently "the page is run mostly by volunteers", and the person responding said they didn't have access to the warehouse system but could ask others.  I checked back in after a week, and the person said they hadn't heard back and would email again.

After another week and a half, I was trying to figure out what to do next, and it showed up yesterday (that's 35 days after apparent shipping).  Looking back at the tracking for it, it showed no entries between "usps awaiting item" and the arrival at my local post office (north TX).

Without any response from CGL, I've no idea if they contacted the warehouse, or if they or the warehouse contacted usps, or if they ignored the whole thing completely (although I tend to suspect the latter).  With missing scans in usps' tracking info, I've no idea if it was sitting at the warehouse somewhere unmailed, or sitting in the post office system somewhere unprocessed (although, I tend to suspect the latter).

Other interesting data points:
 - I had a different pair of poster sets shipped Aug 7, and arrived Aug 11.  Its usps tracking was also incomplete, going from "Shipping Label Created, USPS Awaiting Item - SUWANEE, GA", then nothing until a scan at my regional facility (north TX), and then normal scans after that.
 - The Jul 13 order sent a shipped/tracking email from "store@catalystgamelabs.com", whereas the Aug 7 order sent a shipped/tracking email from trackingvf@pubservinc.com
 - On the website, the Aug 7 order gives a "Fulfilled" date of Aug 11 (the date it was delivered), whereas the Jul 13 order gives a "Fulfilled" date of Jul 15 (clearly not the date it was delivered)
 - For comparison, looking back at an order from May, I got emails from store@catalystgamelabs.com for each package being delivered (for these recent two orders, there were no emails for the packages being delivered).  That May order had a shipped/tracking email from trackingvf@pubservinc.com rather than from store@catalystgamelabs.com.  Its usps tracking had all the expected scans (including "Accepted at USPS Origin Facility SUWANEE, GA" and everything else through delivery.)  On the website, each package had a Fulfilled date that matched the date of delivery.

I don't know if the incomplete usps tracking for these two recent orders is normal usps unreliability, or something specific to Suwanee, or something related to the recent changes at usps from DC, or if maybe the funky shape of the package maybe makes it harder to scan (two cardboard tubes taped together) -- I tend to suspect the latter.

My takeaways tho:
 - the posters are very cool
 - I appreciate CGL's facebook volunteers for being responsive (a few hours at most) even if they couldn't do anything around the problem
 - CGL as a company is doing a very poor job at communication and response to customers, and really needs to do a better job on that.
Title: Re: Customer Service
Post by: Known Glitch on 22 September 2020, 17:21:38
Update: Shrapnel download link received.

Thanks for all the stompy robot goodness!
Title: Re: Customer Service
Post by: Hawkeye Jim on 29 September 2020, 12:13:07
is there a way to DL Shrapnel without using one of the links provided in the email. I have access to none of those, haven't even heard of most of them. Us poor folks can't afford all that fancy computer adds stuff.
Title: Re: Customer Service
Post by: shivanwurm on 07 November 2020, 01:52:34
My email/login on the Catalyst store is incorrect and not up to date, but there does not seem to be a way to update it from user side. I have tried emailing support I have not heard back from them.
Title: Re: Customer Service
Post by: bearda on 13 December 2020, 10:55:45
It seems like the backlog for answering emails and the contact us form is now measured in weeks if not months. I'm incredibly frustrated that CGL can't even acknowledge an order issue after two weeks.
Title: Re: Customer Service
Post by: bearda on 26 January 2021, 14:05:48
After not getting a response to 4+ emails since 12/14 I've filed a chargeback for my Battle of Tukayyid order. It's been exactly 60 days since I ordered on 11/27 which is the absolute latest I could wait to file with my bank. Thanks to the Facebook volunteers who have tried to help out along the way, but CGL should really be ashamed of their customer service.
Title: Re: Customer Service
Post by: Talen5000 on 26 January 2021, 16:37:17
After not getting a response to 4+ emails since 12/14 I've filed a chargeback for my Battle of Tukayyid order. It's been exactly 60 days since I ordered on 11/27 which is the absolute latest I could wait to file with my bank. Thanks to the Facebook volunteers who have tried to help out along the way, but CGL should really be ashamed of their customer service.

Unfortunately, CGL are very slow in responding to customer queries and issues. I cannot fault or praise the service enough for when they do get around to answering the issue, but the delay is unacceptable.
Title: Re: Customer Service
Post by: RabidFox on 29 January 2021, 15:19:28
https://store.catalystgamelabs.com/collections/battletech/products/battletech-limited-edition-foil-jigsaw-puzzles-2020-summer-collection

Does any happen to know if there are plans to offer the puzzle set (all 5) again?  I can purchase each of the set individually, but the set of 5 is sold out.  If I can still get all 5 individually, why couldn't I still purchase the 5 box set?

Thanks.
Title: Re: Customer Service
Post by: The_Livewire on 30 January 2021, 08:44:30
Unfortunately, CGL are very slow in responding to customer queries and issues. I cannot fault or praise the service enough for when they do get around to answering the issue, but the delay is unacceptable.

I agree, been a month since my order ended up in MN, not Ohio and two e-mails later no reply.
Title: Re: Customer Service
Post by: kinwolf on 17 February 2021, 18:20:13
Well, it's been chronic enough, and going on for enough years(decades even!), that we can safely say it's part of the company culture now to not give a damn about CS and leave people hanging to empty promises. 
Title: Re: Customer Service
Post by: bearda on 20 February 2021, 20:07:25
I agree, been a month since my order ended up in MN, not Ohio and two e-mails later no reply.

I've sent at least half a dozen emails over the past two months with no reply. I don't know if CS is specifically ignoring me or if they've been ignoring everything not directly related to kickstarter at this point. It's beyond ridiculous.
Title: Re: Customer Service
Post by: The_Livewire on 22 February 2021, 13:50:44
I agree, been a month since my order ended up in MN, not Ohio and two e-mails later no reply.

Make that two months...
Title: Re: Customer Service
Post by: bearda on 23 February 2021, 14:47:03
Interestingly enough D&B has a phone number listed for Catalyst Game Labs:

https://www.dnb.com/business-directory/company-profiles.catalyst_game_labs_llc.0c716c8a04c141753bd20273a547d470.html
Seems like it might be Loren Coleman's phone. Ah well, I'll give anything a shot at this point.
Title: Re: Customer Service
Post by: The_Livewire on 04 March 2021, 19:43:06
Interestingly enough D&B has a phone number listed for Catalyst Game Labs:

https://www.dnb.com/business-directory/company-profiles.catalyst_game_labs_llc.0c716c8a04c141753bd20273a547d470.html
Seems like it might be Loren Coleman's phone. Ah well, I'll give anything a shot at this point.

I'll have to try it tomorrow.  don't want to leave messages at dinner
Title: Re: Customer Service
Post by: MoleMan on 05 March 2021, 07:19:58
Did it work? Might be the only way to get an answer :D
Title: Re: Customer Service
Post by: kinwolf on 09 March 2021, 17:37:12
Catalyst, you need to resolve that international shipping issue with your store. I wanted to use the coupon you sent to order the printed version of Battle of Tokayyid and cancelled the whole thing when I saw..
(https://i.imgur.com/xcOk0MN.png)

I live in Canada, just north, not Mars!

I've written to you in the past about this and I was told that you would "correct" this. In fact, here is the email content from mai 2019:
Quote
Thank you for reaching out and my apologies for not getting back to you sooner! We have recently been made aware of this issue and we are working on way to correct it. Unfortunately, I have not been given an update about it yet.

Our customers mean the world to us and if you have any further questions or concerns, please don't hesitate to reach out!

 One more of your empty promises obviously.  Shipping cost like this are simply highway robbery.  I ship 1Kg boardgames across the world for half the price you want to charge here.  Heck, you managed to ship an insanely huge box for the Invasion KS wave 1 stuff for about the same price!!!(6$ more)
And gotta love that Fedex price!  What the heck is the (awful) deal with you warehouse!??!

What is infuriating is that you keep promising stuff but you don't deliver on them, and you give no communications about them.

*sigh*
Title: Re: Customer Service
Post by: rufusexc on 12 March 2021, 12:52:14
Catalyst, you need to resolve that international shipping issue with your store. I wanted to use the coupon you sent to order the printed version of Battle of Tokayyid and cancelled the whole thing when I saw..
(https://i.imgur.com/xcOk0MN.png)

I live in Canada, just north, not Mars!

I've written to you in the past about this and I was told that you would "correct" this. In fact, here is the email content from mai 2019:
 One more of your empty promises obviously.  Shipping cost like this are simply highway robbery.  I ship 1Kg boardgames across the world for half the price you want to charge here.  Heck, you managed to ship an insanely huge box for the Invasion KS wave 1 stuff for about the same price!!!(6$ more)
And gotta love that Fedex price!  What the heck is the (awful) deal with you warehouse!??!

What is infuriating is that you keep promising stuff but you don't deliver on them, and you give no communications about them.
  • Better CS - > emails still go unanswered for about everybody, and I'm still waiting(not really) for my missing 2 minis from the 3500B Intro box set
  • Non ripoff shipping rate from your store warehouse -> years later, still no change

*sigh*

Then I have to console myself, I live in Italy and I only received the digital material, of everything else nothing. I may have written, but the only answer I received was to download the digital material. :'(
I can get dvds and books sent from Japan with ease.
I've been an avid Battletech fan since 1989, and now I'm writing emails to find out where is the material I bought in November 2019. :'(
Title: Re: Customer Service
Post by: Colt Ward on 12 March 2021, 13:17:16
I live in Canada, just north, not Mars!

I've written to you in the past about this and I was told that you would "correct" this. In fact, here is the email content from mai 2019:
 One more of your empty promises obviously.  Shipping cost like this are simply highway robbery.  I ship 1Kg boardgames across the world for half the price you want to charge here.  Heck, you managed to ship an insanely huge box for the Invasion KS wave 1 stuff for about the same price!!!(6$ more)
And gotta love that Fedex price!  What the heck is the (awful) deal with you warehouse!??!

What is infuriating is that you keep promising stuff but you don't deliver on them, and you give no communications about them.
  • Better CS - > emails still go unanswered for about everybody, and I'm still waiting(not really) for my missing 2 minis from the 3500B Intro box set
  • Non ripoff shipping rate from your store warehouse -> years later, still no change

*sigh*

So this has been answered in the past though you may not like their answer.  First, it is not 'their' warehouse . . . they have a long term deal worked out with a 3rd party which also dictates the shipping rates.  They have no control over the rates except to go through a different 3rd party . . .

 . . . which they did for the KS.  They used a specialist to break down and ship the orders, but they got that shipping rate b/c of the known volume that would be shipping.  The store's rate to Canada is likely related to that warehouse NOT having a shipping deal for volume to Canada.
Title: Re: Customer Service
Post by: Daryk on 12 March 2021, 19:18:06
At those rates, it would probably be cheaper to hire a dedicated employee to make delivery runs to Canada once a week...  ::)
Title: Re: Customer Service
Post by: kinwolf on 29 March 2021, 19:27:57
So this has been answered in the past though you may not like their answer.  First, it is not 'their' warehouse . . . they have a long term deal worked out with a 3rd party which also dictates the shipping rates.  They have no control over the rates except to go through a different 3rd party . . .

 . . . which they did for the KS.  They used a specialist to break down and ship the orders, but they got that shipping rate b/c of the known volume that would be shipping.  The store's rate to Canada is likely related to that warehouse NOT having a shipping deal for volume to Canada.

The answer they gave is that they would correct the situation, which they have not, years later.   So, I actually LIKED their answer that they would do something, but they haven't delivered on it one bit, and went silent, like usual.
And what's that about a deal for volume to Canada? Makes no sense. Simply ship it with normal usps.  It cost at most 15$ to ship a book from the US to Canada in any other store(or for any normal person going to USPS).  How not having a deal could cost more than the normal rate???

First, it is not 'their' warehouse . . .

Please, let's not play with words...  english is not my primary language, so yeah, I'll make small error like that, thanks for pointing it out, real nice.
Title: Re: Customer Service
Post by: Talen5000 on 29 March 2021, 23:24:20
And what's that about a deal for volume to Canada? Makes no sense. Simply ship it with normal usps.  It cost at most 15$ to ship a book from the US to Canada in any other store(or for any normal person going to USPS).  How not having a deal could cost more than the normal rate???

I would guess....by having the distribution centre in question charge a lot of money for what would be, for them, a relatively rare and custom service which entails not only postage, but dealing with any and all customs requirements, checks, etc.

But that is only a guess.
Title: Re: Customer Service
Post by: bearda on 30 March 2021, 16:20:49
I would guess....by having the distribution centre in question charge a lot of money for what would be, for them, a relatively rare and custom service which entails not only postage, but dealing with any and all customs requirements, checks, etc.

But that is only a guess.

That's one hell of a charge to fill out this form:
https://about.usps.com/postal-bulletin/2012/pb22348/html/images/updt_007_3.jpg
Title: Re: Customer Service
Post by: Euphonium on 08 April 2021, 19:10:07
A couple of weeks back I used the form on the CGL Store to try and contact them about some old Battleshop purchases that are missing from my account. in the absence of a reply, how long should I wait before trying again?
Title: Re: Customer Service
Post by: Dassenkop on 09 April 2021, 15:16:59
A couple of weeks back I used the form on the CGL Store to try and contact them about some old Battleshop purchases that are missing from my account. in the absence of a reply, how long should I wait before trying again?

Same here. I send a message via the contact form on the store about 2 to 3 weeks ago and a reminder earlier this week. In both instances not reply received.
Title: Re: Customer Service
Post by: MoleMan on 10 April 2021, 04:59:22
Wait as long or as little as you want, you won't get an answer :D

Absolutely useless company
Title: Re: Customer Service
Post by: MoleMan on 10 April 2021, 05:35:56
Hi,

I am a late Warrior level backer (Nov 30th) via Crowdox. My Kickstarter account is not linked to crowdox unfortunately .

I don't have my email for accessing the digital cornucopia, in particular the legends PDF.

AFAIK there are other people in the same situation, I believe the issue may be that I've backed after the cornucopia codes were sent out.

Could you help please? This is the 5th time I've emailed with zero response.

Many thanks
Adam
Title: Re: Customer Service
Post by: Bold Raider on 19 April 2021, 08:58:19
Hey all... I have a problem and I’m not getting any response via emails.  Is there a phone number that I can call to reach CGL on this?

I placed an order for starter boxes and 3 mech packs.  I did so prior to the store saying that the packs were sold out.  My starter boxes showed up but not the packs.  Am I just out this money?  Are they going to send me these when they are back in stock (when will that be)?  It’s been three weeks without a response to my emails. 

I’m good with waiting... but I would honestly need communication on that this is actually happening.  I’m honestly concerned and don’t know how to go about ensuring I just didn’t lose 60 bucks or so.
Title: Re: Customer Service
Post by: bearda on 19 April 2021, 14:46:36
Hey all... I have a problem and I’m not getting any response via emails.  Is there a phone number that I can call to reach CGL on this?

I placed an order for starter boxes and 3 mech packs.  I did so prior to the store saying that the packs were sold out.  My starter boxes showed up but not the packs.  Am I just out this money?  Are they going to send me these when they are back in stock (when will that be)?  It’s been three weeks without a response to my emails. 

I’m good with waiting... but I would honestly need communication on that this is actually happening.  I’m honestly concerned and don’t know how to go about ensuring I just didn’t lose 60 bucks or so.

The only phone number that I've been able to find was Loren Coleman's linked to above.
Title: Re: Customer Service
Post by: MoleMan on 20 April 2021, 04:44:45
I got in touch with the support emails, personal emails, twitter, and Facebook and finally got a response on Facebook
Title: Re: Customer Service
Post by: Cyc on 14 May 2021, 06:20:29
I kinda had my hopes raised when they responded to my Feb 15th email to the CGL store that was I was waiting on Tukayyid DL code on May 1st asking if I still needed it, but nothing since I responded same day that I am definitely still waiting on receiving it :(
Title: Re: Customer Service
Post by: GRUD on 27 May 2021, 11:33:18
I'm Guessing the same email from Page 1 of this Thread is also for problems with the Shadowrun side of the store?   ???  Bought/paid for a SR Novella on 22 April, and it acts like there is something to "process".  Tells me my order is "Unfulfilled", though there isn't anything to "Get Ready" and box up, they just need to email me a Link to download the story.


I've sent my 3rd email since May 15th, and used their "Contact Us" Form at least 6 times since a week or two before that.   :-\


I've NEVER had ANY problems with BT items, or the few SR Items I've ordered with BT items.  I guess it was MY "Turn" to have a "Bad Store Experience"?  xp  Heck, I never even had any problems with the old BattleStore site.   :-\
Title: Re: Customer Service
Post by: Caesar Steiner for Archon on 25 September 2021, 14:13:04
I've tried email and contact pages so I guess I might as well try here. I purchased the canon character add-on in Wave 2, and I didn't hear anything right away. I figured you were doing another wave at shipment so I didn't bother. I later found out I should have gotten something on that basically the moment I added it to my pledge. If it were something small I'd just write it off, but two hundo isn't exactly "I spilled my fries all over the floor." Would be nice to hear something back.
Title: Re: Customer Service
Post by: TheoLehman on 28 September 2021, 18:41:51
I've got a handful of orders marked "Unfulfilled," all but one of which are ebooks that I have the links for.  The one that isn't ebooks is about two months old, and my attempts to contact through the store site form and emails haven't worked.  I wonder if something's gone wrong at the system level, but that could be my tech support instincts driving me to always find a computer to blame.
Title: Re: Customer Service
Post by: rebs on 11 October 2021, 16:24:05
How long do people generally have to wait to get their confirmation email from the CGL Store?  I may be impatient, but I just bought four different Touring the Stars (Valencia, Granada, Braunshweig, and Wynn's Roost), and no email as of yet.

I would rather buy items from the CGL store since the company earns more money than having to pay a little to a third party online store.  But at least I can get my downloads pretty much immediately at other sites.

Am I just being too impatient?

EDIT: Nevermind!  Just got it.  It may be my crappy connection at this marina that was the culprit.
Title: Re: Customer Service
Post by: Xotl on 11 October 2021, 16:29:39
Whenever I've bought digital content from the CGL store I received my mail pretty much instantly.  However, it is just a link back to the CGL store, to the Account page and order history.  You access the actual content through there, either by clicking on your specific order (SHP-XXXXXX) or the My Downloadable Files button at the top of the master order page.  So log into your account and see if the order is there.
Title: Re: Customer Service
Post by: rebs on 11 October 2021, 16:43:25
Thank you, Xotl!

I got them all now, and I'm a very happy customer on this rainy day near Chicago.
Title: Re: Customer Service
Post by: Pinetree on 11 October 2021, 23:26:00
Received an email today that Shell Games has been updated. Does anyone know what was updated?
Title: Re: Customer Service
Post by: Xan on 16 October 2021, 00:39:53
I received an email yesterday (OCT 15) from the CGL store saying Your shipping status has been updated for order SHP-XXXXXX. And gave me a tracking # that says label generated but nit received.

This order # was from April and was a mix of digital and physical content, and all items were received then. I am assuming this is some kind of weird server hic-up.  Only other thought is one of the digital files updated or something like that could that cause an email?

Has anyone else seen anything anything weird from thr CGL store?  I haven't received any notice of a charge to my CC so I'm not to worried about it, just odd.

Thank you.
Title: Re: Customer Service
Post by: FenderSaxbey on 16 October 2021, 00:54:03
I got a notification email from CGL today that my BFS Deck was on its way. It was delivered 2 days ago, so I think something went glitchy with the email notification system.
Title: Re: Customer Service
Post by: Yskonyn on 03 November 2021, 10:55:14
Pff guys, I am posting here in utter frustration and not knowing what to do anymore.
I’ve received my Clan Invasion backer shipment a few weeks ago, but the faction dice set worth $125,- wasn’t included in the box.

I’ve tried to contact CrowdOx several times.
I’ve contacted Catalyst several times on two different email addresses (including the support address Bofus lists a few posts back) but there just is no reply whatsoever. I am feeling utterly ignored as a customer.
Do you guys have any suggestions?

Thanks in advance!
Title: Re: Customer Service
Post by: Mendrugo on 03 November 2021, 12:45:10
They posted publicly that quality control issues for the dice were so bad that they cancelled all the dice for wave 2 shipments, and are planning to work out a store credit or refund for all those affected.  Details are still pending.
Title: Re: Customer Service
Post by: glitterboy2098 on 04 November 2021, 15:27:38
so back on October 22 i placed an order for one of the stormcrow TC's and a bag of salvage parts off the catalyst store.

today i received the stormcrow TC, but not the salvage parts. checking the order status it still shows "unfulfilled" and lists the salvage bag in the order.
checkign the shipping notice email, only the Stormcrow mini was listed as shipped.


did they run short of the salvage bags and have to put that half of the order on hold, or do i need to contact them about it?

Title: Re: Customer Service
Post by: Bosefius on 05 November 2021, 22:12:45
so back on October 22 i placed an order for one of the stormcrow TC's and a bag of salvage parts off the catalyst store.

today i received the stormcrow TC, but not the salvage parts. checking the order status it still shows "unfulfilled" and lists the salvage bag in the order.
checkign the shipping notice email, only the Stormcrow mini was listed as shipped.


did they run short of the salvage bags and have to put that half of the order on hold, or do i need to contact them about it?

You can email store@catalystgamelabs.com, the new guy is answering quickly. From the response I received, those were listed before they got the warehouse so they will be shipped separately.
Title: Re: Customer Service
Post by: glitterboy2098 on 06 November 2021, 14:01:27
You can email store@catalystgamelabs.com, the new guy is answering quickly. From the response I received, those were listed before they got the warehouse so they will be shipped separately.
had asked mainly because i hadn't seen any updates about shipping/stocking issues. and wasn't sure if it was an error or just difficulties on their end.
just got an email about the rest of it shipping today.
Title: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: Punishermark on 27 November 2021, 18:13:18
If you are not going to ever ship the Battletech: Salvage Kits (Miscast Component Bags) say it and give us our money back.

It has been over a month and I am not happy.
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: SteelRaven on 27 November 2021, 19:19:09
If you are not going to ever ship the Battletech: Salvage Kits (Miscast Component Bags) say it and give us our money back.

It has been over a month and I am not happy.

There is a customer services thread pin at the top of the forum
https://bg.battletech.com/forums/general-discussion/customer-service/

There is also a direct e-mail to the CGL store
store@catalystgamelabs.com

Title: Re: Customer Service
Post by: Moonsword on 27 November 2021, 19:56:41
If you are not going to ever ship the Battletech: Salvage Kits (Miscast Component Bags) say it and give us our money back.

It has been over a month and I am not happy.

I've moved the post to the appropriate spot.  Upcoming Releases wasn't it.  With any luck, Customer Service can help you.
Title: Re: Customer Service
Post by: glitterboy2098 on 28 November 2021, 15:27:00
had asked mainly because i hadn't seen any updates about shipping/stocking issues. and wasn't sure if it was an error or just difficulties on their end.
just got an email about the rest of it shipping today.

update.. it has now been over 3 weeks since i got that email. no package with the salvage kit has arrived. and the tracking number sent in that email turned out to be the same one used for the stormcrow TC portion of my order.. which means it shows the product having arrived on the 4th, two days before the email was sent out.

somebody or somebodies in the catalyst online store's shipping department is evidently screwing up by the numbers

i have sent in a complaint via the "contact us" page on the store site, so i guess i'm back to waiting.

honestly it wouldn't be as bad except for the lack of any actual explanation..
Title: Re: Customer Service
Post by: glitterboy2098 on 30 November 2021, 00:22:23
got a response to my message to catalyst.

Quote
I am very sorry, I thought they sent an email out about the Salvage Kits. Those were listed before they were in our warehouse, so we couldn't ship them out yet. We emailed the warehouse last week to find out if they are in stock yet so we can get them out.

sigh
Title: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: I am Belch II on 30 November 2021, 06:57:28
24 Rec guides. Thats awesome, cant wait for them all...they are like Pokemon!!!


On a seperate note....Does anyone know when the Wave 2 and Black Friday stuff will be shipped. I ordered something when Wave 2 was released and then on Black Friday. Just wondering, I know a huge amount of orders so will take time.
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: MarauderCH IIC on 30 November 2021, 10:23:38

On a seperate note....Does anyone know when the Wave 2 and Black Friday stuff will be shipped. I ordered something when Wave 2 was released and then on Black Friday. Just wondering, I know a huge amount of orders so will take time.


The Shilone that I ordered mid November took ten days to ship. Don't expect anything that you ordered from the catalyst website to move very fast
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: Colt Ward on 30 November 2021, 10:31:56
Lol, I got the notice my Stormcrow & stuff shipped 2 or 3 days AFTER the package arrived.  SO . . . you might see the stuff before the notice.
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: Fat Guy on 30 November 2021, 10:47:40
There was a disclaimer when I first logged into the store on Friday warming of shipping delays. Anyone else get that?
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: Death_from_above on 30 November 2021, 10:48:17
Ordered a couple of Shilone ASF on November 20th. No confirmation via email yet, but I just got a text message from Fedex and lo and behold : expected delivery date December 6th. Colour me pleasantly surprised !

Have been pondering on how to paint these beauties and I just found the answer on Anthony's Deviantart page :

https://www.deviantart.com/shimmering-sword/art/Battletech-Unseen-Moon-Marauders-893995544
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: NeonKnight on 30 November 2021, 10:51:21
Anyone is Canada who ordered the DRAGOON'S PACK get any updates?

I checked the company they are shipping via and I'm like...excuse me?!?!?:

https://www.asendia.com/about-asendia

They are shipping from the US to Canada, not by USPS, or Purolator or Fed ex or any other recognized company but via a combined companay from La Poste (FRANCE) and SWISS POST (SWITZERLAND).

Totally confused here.  ???
Title: Re: Customer Service
Post by: The_Livewire on 30 November 2021, 17:01:22
Well Catalyst never did reply to my e-mail about the lost package, but against my better judgement I tried to order a couple lances.  We'll see if those actually arrive.

Edit: So that makes a YEAR and no reply. 
Title: Re: Customer Service
Post by: Bosefius on 01 December 2021, 05:44:15
Well Catalyst never did reply to my e-mail about the lost package, but against my better judgement I tried to order a couple lances.  We'll see if those actually arrive.

Edit: So that makes a YEAR and no reply.

As I said above, email again. They've hired someone new who has responses down to less than 24 hours.
Title: Re: Customer Service
Post by: Liam's Ghost on 07 December 2021, 18:48:15
Well I've sent my first ever email to catalyst customer support.

The lance pack I ordered on november 5th still hasn't shipped, but one of the ones I ordered on the 26th has. It's unsettling.

EDIT: Turns out they didn't have enough lance packs to fill all the orders at the time. Hey catalyst, friendly advice, if you don't have the item to ship, you shouldn't wait for the customer to complain a month later before you tell them you don't have it and issue a refund.
Title: Re: Customer Service
Post by: Bold Raider on 10 December 2021, 13:41:24
Hey guys, I have an update.  Back in March I made an order for 3 beginner boxes and 3 Lance packs.  Beginner boxes showed up but the Lance packs did not.  The rest of the year went by and none of my emails were responded to.

Last week I came to this site out of interest (unfortunately the lack of a response from this company pretty much killed my interest in the hobby as I truly felt they took my money and didn’t care.).  I read here that there was a new support representative and that it would be a good idea to email them again.  And I did.

To my surprise it took under 24 hours to get a response from Chris.  Not only that, but he apologized and was able to refund me the money for the 3 mech packs plus partial shipping costs.  Restoring my faith in the company.  So keep at it, Chris said there is a huge back log of emails and he’s trying to get to them all as soon as possible.  He also stated that the store should be more accurate now in regards to if they have mech packs available or not. 

The only downside now is that the day my refund hit, all the IS mech packs that I wanted are gone… so I have to wait for more to come in before I can get my kids their respective mechs. 

Thank you Chris, and I hope this message helps those of you frustrated with this company.  Just keep at them.
Title: Re: Customer Service
Post by: Daryk on 10 December 2021, 17:47:00
Good customer service reps are hard to find.  I'm glad CGL has found one!  :thumbsup:
Title: Black friday orders
Post by: Men Shen on 12 December 2021, 08:44:59
Anybody place an order with catalystgamelabs.com around black Friday? I should have known better than to order from those guys there customer service is atrocious. Cue all the catalyst apologists. Call me weird but when you take my money i believe i should get a shipping notice and 3 weeks after not getting that i would think someone would answer my email. I swear I'll never buy from them again.
Title: Re: Black friday orders
Post by: Men Shen on 12 December 2021, 10:33:48
Sure did, no answer. Getting ahold of catalyst customer service is like trying of ghosts.
Title: Re: Black friday orders
Post by: JadeHellbringer on 12 December 2021, 10:34:50
What e-mail were you using? Just want to make sure it's getting to the right people.
Title: Re: Black friday orders
Post by: Men Shen on 12 December 2021, 10:37:16
Catalyst store team
Title: Re: Black friday orders
Post by: Men Shen on 12 December 2021, 10:39:04
Store@catalystgameslab.com. it was the only email i could find
Title: Re: Black friday orders
Post by: bobthecoward on 12 December 2021, 11:16:44
I also have not received a shipping notice for black Friday. Before black Friday, my forcepack order was 11 days between order and shipping notice.
Title: Re: Black friday orders
Post by: Men Shen on 12 December 2021, 11:41:41
I ordered 2 plushies before my last order, 2 weeks later I got a shipping notice the day they were delivered.
Title: Re: Black friday orders
Post by: Sartris on 12 December 2021, 13:12:05
I ended up ordering a bunch of stuff in batches thanks to fear of items selling out and the volcano tile.

The LE AotW GM screen I ordered on 2/25 will arrive on Monday
The two orders I made on 2/26 (Black Friday) have not shipped
Title: Re: Customer Service
Post by: slh on 15 December 2021, 18:17:05
Anybody place an order with catalystgamelabs.com around black Friday? I should have known better than to order from those guys there customer service is atrocious. Cue all the catalyst apologists. Call me weird but when you take my money i believe i should get a shipping notice and 3 weeks after not getting that i would think someone would answer my email. I swear I'll never buy from them again.

Yes, ordered on 11/25, and still not shipped ("Fulfillment Status: Unfulfilled").  On 12/11 I sent an email to store@catalystgamelabs.com, and have not heard anything back (as of 12/15).


Edit 12/16: I got a shipping notice today.
Title: Re: Customer Service
Post by: Sartris on 16 December 2021, 15:37:44
my two black friday orders shipped today
Title: Re: Customer Service
Post by: ravensword on 16 December 2021, 18:04:53
My Black Friday order shipped earlier this week... by USPS, when I picked UPS for shipping.  I'm a bit annoyed about this, because I picked UPS not because it's cheaper (it was in this case), but because UPS orders can be rerouted.

I'm now playing the "will it actually arrive before my holiday travel (USPS currently says yes), or will it sit on my porch for two weeks?" game.

Why offer a choice of shipping options if you're going to ignore what the customer asks for?

(I realize CGL can't do anything about this, I just needed to vent.)
Title: Re: Customer Service
Post by: ActionButler on 17 December 2021, 08:29:09
Also just received my shipping notice.
Title: Re: Customer Service
Post by: NeonKnight on 17 December 2021, 08:52:39
Fu-Fu-Funally got action on the B&N Dragoon Pack to Canada!

it's finally arrived in Canada...now to get across the country to my hands!
Title: Re: Customer Service
Post by: ActionButler on 20 December 2021, 07:25:12
And my Black Friday reinforcements have arrived.
Title: Re: Re: Upcoming Releases XXI: Urbie's Beer Run
Post by: Padraig Tseng on 03 January 2022, 12:29:59
Lol, I got the notice my Stormcrow & stuff shipped 2 or 3 days AFTER the package arrived.  SO . . . you might see the stuff before the notice.

Same.   
Title: Re: Customer Service
Post by: Mendrugo on 05 January 2022, 00:56:03
Just wanted to give a positive shout out to Chris at the Catalyst Store. 

I'd ordered a Diamond Shark Kickstarter coin (a second one, so I could display both DS and Sea Fox logos), and a Cloud Cobra one arrived by mistake (there was a database error, apparently).  Chris responded to my e-mail within hours and put in a new order for the correct item.

When I wrote to the store address, I made sure to include my order number, the shipping/tracking number, and a photo of the incorrect item.
Title: Re: Customer Service
Post by: rebs on 14 January 2022, 10:00:27
NVM...

You all are doing great!
Title: Re: Customer Service
Post by: Yskonyn on 23 January 2022, 11:15:39
Is there any update on what CGL will do about the kickstarter dice option that turned out to be bad quality? I’ve inquired several times in the last 6 months about them, but I have never gotten any reply as of yet.
Title: Re: Customer Service
Post by: GRUD on 25 January 2022, 10:55:07
So, if you get the Automated Reply after using the "Contact Us" form, does that then tell the System that they've Responded to us about our problem, so that they don't need to have an actual HUMAN reply to us about it?   ???  Placed an order on 24 November, still have no Response from any Human about it.  I've used the "Contact Us" form TWICE, and got the Automated Reply each time, then nothing else.  xp  I've emailed them once, and got nothing at all in response. (Yes, I used the "store@catalystgamelabs.com" address.)

Had an issue with a SR E-Novella last year, eventually got help from someone at their FB CGL Page.  That however was for a digital item, and I doubt the same guy could help with a Physical item.    :(

I Love the Company, and I KNOW that the people (Brent, Loren, Randall, Ray, etc) ALL care about the games they make.  But Loren SERIOUSLY needs to get someone working in their Customer Service Department.   :-\
Title: Re: Customer Service
Post by: Valkerie on 25 January 2022, 12:26:00
The new guy, Chris, has been pretty on top of things lately.  I had a couple of shipping issues a few months back and he got it handled two days after my emails went in.  Hope they didn't lose him.
Title: Re: Customer Service
Post by: MarauderD on 28 January 2022, 13:58:51
The new guy, Chris, has been pretty on top of things lately.  I had a couple of shipping issues a few months back and he got it handled two days after my emails went in.  Hope they didn't lose him.

He got back to me about my shipping question like a champ.  Chris is solid. 
Title: Re: Customer Service
Post by: GRUD on 29 January 2022, 11:38:13
And Of Course I SHOULD have tried emailing them again, BEFORE I posted here about my Problems.  :-[

Yep, I emailed them directly (rather than the "Contact Us" form), and was disappointed to get the Automated reply.  Figured, "Well, more "Nothing" until I contact them in another week or two.", but then my inbox gets lit up!   ;D  I got 2 messages from the CGL store, one from PayPal about a refund, then a message from Chris.  They made a new "Order" for the missing stuff, gave me a refund on the difference (because they've since dropped the price), and now I'm waiting for my new Order to ship.

Patience is Key I guess.  :-[


Thank You to "Chris", if he's a member here!  :thumbsup:  :beer:

I mean "Chris, CGL Customer Service Guy", to be exact.  I'm sure there are other people here named Chris, but if you weren't the one that Helped me, I'm not "Thanking" you!  :D
Title: Re: Customer Service
Post by: Bosefius on 29 January 2022, 15:45:11
Is there any update on what CGL will do about the kickstarter dice option that turned out to be bad quality? I’ve inquired several times in the last 6 months about them, but I have never gotten any reply as of yet.

Once all pledges are shipped credits will be issued. I'm not sure how much I can reveal so far, but there's a specific reason for doing it this way.
Title: Re: Customer Service
Post by: GRUD on 31 January 2022, 18:32:47
Once all pledges are shipped credits will be issued. I'm not sure how much I can reveal so far, but there's a specific reason for doing it this way.
Any idea "When" they will start on this though?  I'm still waiting for this to wrap because I'm short a Daggerstar Keychain.   :-\  I don't understand why Shipments in other Countries should influence QML Shipments here in the US. 
Title: Re: Customer Service
Post by: Yskonyn on 06 February 2022, 04:02:37
Once all pledges are shipped credits will be issued. I'm not sure how much I can reveal so far, but there's a specific reason for doing it this way.

I appreciate the update. Do you think emailing ‘Chris’ would be beneficial or would it just clutter up his inbox?
Title: Re: Customer Service
Post by: Cache on 17 February 2022, 08:21:14
Had an issue with a product not updating in the CGL store. Sent an email last night with the details and Chris had the issue resolved and replied within an hour.
Title: Re: Customer Service
Post by: Highball on 21 February 2022, 18:25:54
Once all pledges are shipped credits will be issued. I'm not sure how much I can reveal so far, but there's a specific reason for doing it this way.

Just to throw my hat in the ring here, my pledge finally arrived on February 15th ..... will it be once all pledges are shipped & delivered, or all pledge missing items are shipped (I am missing two items) that the credit issue will be addressed?
Title: Re: Customer Service
Post by: Casper on 30 March 2022, 03:02:20
I am missing the Clan Invasion Box Set, IS Battlelance and the faction dice set from the Clan Invasion Kickstarter.

I have emailed both customerservice@catalystgamelabs.com and store@catalystgamelabs.com on December 13 2021, 22 January 2021, and March 28 2022 asking for update on the missing items but have not received a response.
Title: Re: Customer Service
Post by: MoleMan on 23 April 2022, 04:03:33
Hi,

I am a late Warrior level backer (Nov 30th) via Crowdox. My Kickstarter account is not linked to crowdox unfortunately .

I don't have my email for accessing the digital cornucopia, in particular the legends PDF.

AFAIK there are other people in the same situation, I believe the issue may be that I've backed after the cornucopia codes were sent out.

Could you help please? This is the 5th time I've emailed with zero response.

Many thanks
Adam

Never had a single response to any of my emails, and never received my cornucopia link, fortunately, after I publicly shamed them on their Facebook page someone shared their cornucopia link with me (and deleted my post).

My problem now is that I don't have that message any more, and I don't have the digital companion app, any suggestions on how to get it? It doesn't show up in the app store
Title: Re: Customer Service
Post by: BoyOfSummer on 23 April 2022, 13:59:31
The Battletech Tactical Companion is available for iPads and Android tablets only, no phones.
Title: Re: Customer Service
Post by: MoleMan on 23 April 2022, 15:53:50
Freely available? Or do we need a link to it?
Title: Re: Customer Service
Post by: Bedwyr on 23 April 2022, 16:10:47
Freely available? Or do we need a link to it?

It's freely available, but not on the phone specific app stores. You'll see it if you're on, say, an ipad but not a phone. Your best bet in the phone's case is to simply use Flechs Sheets as it's a website.

Incidentally, when was the last time you contacted customer service? Chris has been handling a lot of CS issues and responds to people pretty fast.
Title: Re: Customer Service
Post by: Euphonium on 23 April 2022, 17:11:43
Freely available? Or do we need a link to it?

It's freely available https://play.google.com/store/apps/details?id=com.fireopal.battletech (https://play.google.com/store/apps/details?id=com.fireopal.battletech) but you need a tablet with Android 8 or higher. You can't see or install it on a phone, or a tablet with Android 7 or earlier.
Title: Re: Customer Service
Post by: MoleMan on 24 April 2022, 05:11:51
Ok cheers both

Haven't been in touch with them in months, only so much time you can dedicate to chasing someone you've given money to who look like they're not interested in replying
Title: Re: Customer Service
Post by: Bedwyr on 24 April 2022, 10:10:12
Try one more time and let me know if it doesn't go through. store@catalystgamelabs.com
Title: Re: Customer Service
Post by: Casper on 02 May 2022, 18:20:22
Try one more time and let me know if it doesn't go through. store@catalystgamelabs.com

I received a response from Chris.  He had not seen the previous emails I had sent and noted that it was a rare issue encountered with their mail system.  He will ship out the missing items, not including the dice, this week.

Chris is looking into the email issue.
Title: Re: Customer Service
Post by: Highball on 20 May 2022, 22:36:52
Just to throw my hat in the ring here, my pledge finally arrived on February 15th ..... will it be once all pledges are shipped & delivered, or all pledge missing items are shipped (I am missing two items) that the credit issue will be addressed?

I received my two Clan Invasion Pledge missing items today. Better late than never I suppose. Thank you CGL.
Title: Re: Customer Service
Post by: S.gage on 08 July 2022, 09:21:09
Hello,
I think this is the best place for this question:

Do issues 1 & 2 of Shrapnel come a more convenient in .pdf format? I started reading some of the fiction from Shrapnel, and it is good. I currently use a PC, and downloaded an application called freda to view the first two issues, but reading from the pdf is a nicer experience.
If you do not have them in pdf, its not any problem, I'll continue using the ebook reader. Thanks!

Sgage
Title: Re: Customer Service
Post by: Daryk on 08 July 2022, 09:36:13
There are e-book converters available for free on the internet (Google is your friend), and that's what I use for mine.
Title: Re: Customer Service
Post by: Bedwyr on 08 July 2022, 12:22:54
What about Calibre?
Title: Re: Customer Service
Post by: S.gage on 08 July 2022, 17:28:36
There are e-book converters available for free on the internet (Google is your friend), and that's what I use for mine.

What about Calibre?

Ok, I will give these suggestions a try. Thanks!
Title: Re: Customer Service
Post by: Daryk on 08 July 2022, 17:31:59
You may need to rotate converters if you're trying to do a bunch at one time... unless, of course, you're cool with making yet another account on a rarely used website...  8)
Title: Re: Customer Service
Post by: Bedwyr on 08 July 2022, 18:57:47
That's one reason I'm suggesting Calibre. It's library management software and has converters for both epub and mobi from pdf.
Title: Re: Customer Service
Post by: Daryk on 09 July 2022, 06:00:12
Is it free to use without creating an account?  ???
Title: Re: Customer Service
Post by: Bedwyr on 09 July 2022, 07:54:12
AFAICR yeah. Unless something changed. It was just software like downloading filezilla or something.
Title: Re: Customer Service
Post by: Daryk on 09 July 2022, 08:13:16
Ah, an executable... thanks for the tip!  :)
Title: Re: Customer Service
Post by: casperionx on 13 August 2022, 04:21:40
Do we have any word on when the credits are going to be mailed out for the dice and card packs? It was over a month ago now.