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Author Topic: Customer Service  (Read 3207 times)

Highball

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Re: Customer Service
« Reply #30 on: 14 April 2019, 14:06:43 »
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.

Combined arms is not just a way to wage war ...... it is an art form!

The Butchers Bill is always too high!

Marshall Russel Trest Oberlan, Commander, Davion Heavy Guards RCT
Sakhara Academy Class of 3020

KhanPhelanWard

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Re: Customer Service
« Reply #31 on: 18 April 2019, 15:02:53 »
Two days after my second mail I got the answer ;)
Don't miss out on my Camospecs miniatures on ebay:


Sartris

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Re: Customer Service
« Reply #32 on: 18 April 2019, 15:05:43 »
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.

GamerDad

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Re: Customer Service
« Reply #33 on: 22 April 2019, 16:24:30 »
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, 11:06:41 »
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, 14:05:50 »
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, 14:07:34 by Highball »
Combined arms is not just a way to wage war ...... it is an art form!

The Butchers Bill is always too high!

Marshall Russel Trest Oberlan, Commander, Davion Heavy Guards RCT
Sakhara Academy Class of 3020

Grim Gunner

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Re: Customer Service
« Reply #36 on: 29 April 2019, 21:51:08 »
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, 08:15:49 »
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, 13:33:00 »
Today I received the minis that was wrong or missing from my boxes, so no complains here :thumbsup:
Don't miss out on my Camospecs miniatures on ebay:


Talen5000

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Re: Customer Service
« Reply #39 on: 13 May 2019, 06:13:09 »
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.
"So let me get this straight. You want to fly on a magic carpet to see the King of the Potato People and plead with him for your freedom, and you're telling me you're completely sane?" -- Uncle Arnie

Sartris

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Re: Customer Service
« Reply #40 on: 13 May 2019, 07:55:20 »
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

Corrinald

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Re: Customer Service
« Reply #41 on: 05 June 2019, 02:32:03 »
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, 02:33:40 by Corrinald »