Author Topic: Customer Service  (Read 137327 times)

Highball

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Re: Customer Service
« Reply #30 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.

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KhanPhelanWard

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Re: Customer Service
« Reply #31 on: 18 April 2019, 14:02:53 »
Two days after my second mail I got the answer ;)
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Sartris

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Re: Customer Service
« Reply #32 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.

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GamerDad

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Re: Customer Service
« Reply #33 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!  ::)

Corrinald

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Re: Customer Service
« Reply #34 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.

Highball

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Re: Customer Service
« Reply #35 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.
« Last Edit: 26 April 2019, 13:07:34 by Highball »
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Grim Gunner

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Re: Customer Service
« Reply #36 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.


Corrinald

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Re: Customer Service
« Reply #37 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.

KhanPhelanWard

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Re: Customer Service
« Reply #38 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:
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Talen5000

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Re: Customer Service
« Reply #39 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.
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Sartris

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Re: Customer Service
« Reply #40 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

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Corrinald

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Re: Customer Service
« Reply #41 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.
« Last Edit: 05 June 2019, 01:33:40 by Corrinald »

Charlie Tango

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Re: Customer Service
« Reply #42 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 
"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
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Highball

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Re: Customer Service
« Reply #43 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
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Lord Cameron

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Re: Customer Service
« Reply #44 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.

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MarauderD

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Re: Customer Service
« Reply #45 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

mrbooth

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Re: Customer Service
« Reply #46 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?

NeonKnight

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Re: Customer Service
« Reply #47 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
AGENT #575, Vancouver Canada

mrbooth

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Re: Customer Service
« Reply #48 on: 20 August 2019, 14:59:46 »
Thanks.

Charlie Tango

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Re: Customer Service
« Reply #49 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?
"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

Highball

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Re: Customer Service
« Reply #50 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.
Marshal Russell Trest Oberlan. "War to the sword ..... the sword to the hilt!"

MarauderD

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Re: Customer Service
« Reply #51 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.

Charlie Tango

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Re: Customer Service
« Reply #52 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.
"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

MarauderD

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Re: Customer Service
« Reply #53 on: 21 August 2019, 10:57:52 »
Thank you Charlie Tango!

MyndkryM

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Re: Customer Service
« Reply #54 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.
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Charlie Tango

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Re: Customer Service
« Reply #55 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.
"This is a war universe. War all the time. That is its nature.
There may be other universes based on all sorts of other principles, but ours seems to be based on war and games."
  
-- William S. Burroughs

MyndkryM

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Re: Customer Service
« Reply #56 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?

« Last Edit: 22 August 2019, 21:54:17 by MyndkryM »
"Halfway down the trail to Hell,
In a shady meadow green
Are the Souls of all dead Troopers camped,
Near a good old-time canteen.
And this eternal resting place
Is known as Fiddlers’ Green...."

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

Vermithrax Rex

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Re: Customer Service
« Reply #57 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.

MarauderD

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Re: Customer Service
« Reply #58 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.

Vermithrax Rex

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Re: Customer Service
« Reply #59 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.