The problem with armchair quarterbacking CGL is evidenced here.
Yep and is easy to do as I was a quality engineer for multiple companies and had to resolve and communicate customer issues within 24 hours. It appears that CGL management is incapable of resolving customer issues within a timely manner and is incapable of communicating any information as to the status of the customers issue.
There is t a management team or a customer service department.
Per Bosefius, here is the email for customer service: customerservice@catalystgamelabs.com
SOMEONE at CGL is responsible for ALL of the email sent to this address! Who is it?
Even ONE person can be the department or management team... even part time.
CGL is not some big company. The number of actual Catalyst employees is quite small. Is that ideal? Certainly not but it is the world we live in.
You are correct. CGL is not a big company, but it is a company regardless of the number of people. Customer service is a part of EVERY company and is the front line for all defect resolution for all of the company products.
When you talk about management you’re talking about two or maybe three people at most. There just are t the levels of bureaucracy implied in that post. And you the same token it also means that people at CGL tend to wear many hats and therefore not just be sitting around with time to spare.
What everyone following this thread want to know, is which one of the three in CGL management wears the Customer service hat?
IF the customer service hat is a "shared" hat between the three, then all three really need to have a serious review of the customer service role and resolution procedure or create a procedure if there is none at all (which appears to be the case unfortunately)
I’m not defending their issues with responding to customer issues but I am trying to point out why “easy” solutions may, in fact, not be quite so easy to implement.
Well at least I provided a "Suggested corrective action for CGL management" in my reply. Why? I actually incorporated the weekly 30 minute meeting with management to review all customer issues and was only trying to help as a "suggestion" free of charge. There is NO reason that the three in CGL management can't set aside 30 minutes every week to review, resolve and communicate to the customer what the plan is to resolve the customers issue(s).
My suggestion is instantly viable for CGL. Where is your suggestion on how to improve the lack of customer service in CGL GreyWolfActual? You appear to have more insight into CGL, how would you resolve the customer service problem? Help CGL out..
More than likely, CGL management is open to ALL suggestions as there clearly is a problem with customer service.