Author Topic: Customer Service (Read 140472 times)

shivanwurm · « **Reply #120 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.

bearda · « **Reply #121 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.

bearda · « **Reply #122 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.

Talen5000 · « **Reply #123 on:** 26 January 2021, 16:37:17 »

Quote from: 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.

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.

RabidFox · « **Reply #124 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.

The_Livewire · « **Reply #125 on:** 30 January 2021, 08:44:30 »

Quote from: Talen5000 on 26 January 2021, 16:37:17

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.

kinwolf · « **Reply #126 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.

bearda · « **Reply #127 on:** 20 February 2021, 20:07:25 »

Quote from: The_Livewire on 30 January 2021, 08:44:30

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.

The_Livewire · « **Reply #128 on:** 22 February 2021, 13:50:44 »

Quote from: The_Livewire on 30 January 2021, 08:44:30

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...

bearda · « **Reply #129 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.

The_Livewire · « **Reply #130 on:** 04 March 2021, 19:43:06 »

Quote from: 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.

I'll have to try it tomorrow. don't want to leave messages at dinner

MoleMan · « **Reply #131 on:** 05 March 2021, 07:19:58 »

Did it work? Might be the only way to get an answer :D

kinwolf · « **Reply #132 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..

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.

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*

rufusexc · « **Reply #133 on:** 12 March 2021, 12:52:14 »

Quote from: 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..

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. :'(

Colt Ward · « **Reply #134 on:** 12 March 2021, 13:17:16 »

Quote from: kinwolf on 09 March 2021, 17:37:12

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.

Daryk · « **Reply #135 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... ::)

kinwolf · « **Reply #136 on:** 29 March 2021, 19:27:57 »

Quote from: Colt Ward on 12 March 2021, 13:17:16

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???

Quote from: Colt Ward on 12 March 2021, 13:17:16

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.

Talen5000 · « **Reply #137 on:** 29 March 2021, 23:24:20 »

Quote from: kinwolf on 29 March 2021, 19:27:57

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.

bearda · « **Reply #138 on:** 30 March 2021, 16:20:49 »

Quote from: Talen5000 on 29 March 2021, 23:24:20

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

Euphonium · « **Reply #139 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?

Dassenkop · « **Reply #140 on:** 09 April 2021, 15:16:59 »

Quote from: 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?

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.

MoleMan · « **Reply #141 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

MoleMan · « **Reply #142 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

Bold Raider · « **Reply #143 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.

bearda · « **Reply #144 on:** 19 April 2021, 14:46:36 »

Quote from: 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.

The only phone number that I've been able to find was Loren Coleman's linked to above.

MoleMan · « **Reply #145 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

Cyc · « **Reply #146 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 :(

GRUD · « **Reply #147 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. :-\

Caesar Steiner for Archon · « **Reply #148 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.

TheoLehman · « **Reply #149 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.