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Author Topic: Customer Service - and the new Catalyst WEB STORE  (Read 2152 times)

Brent Evans

  • Señor oscuro
  • Catalyst Game Labs
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  • Posts: 91
Customer Service - and the new Catalyst WEB STORE
« on: 09 June 2017, 15:42:09 »
Hello everyone - I've been able to get a handle on all the cases from my original announcement, so I'm expanding my call out to everyone to make sure no one falls through the cracks. 

As the new Line Developer for BattleTech I'm taking the lead on helping anyone with outstanding Customer Service issues in need of getting their orders fulfilled through the Catalyst web store.  This includes any outstanding orders placed through the old web store as well.  I don't want anyone left behind. 

It was no secret that our old webstore was faltering pretty hard by the time we were able to get the new one built from the ground up, and despite the web-team's best efforts - we've been correcting gremlins every since it went live in November.  We've got a massive product list so there were bound to be glitches, but we are committed to making sure no one falls through the cracks.

And I'm willing to put products where my mouth is to prove it.

So if you have an old issue or product that you ordered, paid for, and for some reason are still waiting for delivery after 60 days or more - please email me directly so I can get it resolved for you.  If you placed an order for a PDF product that never arrived, the link didn't work, or it downloaded the wrong product - please email me directly.  If you've been emailing to the Customer Service address for months and not getting a resolution - just email me directly.  I will send a PDF product of your choice free of charge for every order like these that you send me

Thank you for helping us make sure every fan gets their gaming needs fulfilled.  I appreciate your collective assistance.

Sincerely,

Brent Evans
brent@catalystgamelabs.com 


Brent Evans

  • Señor oscuro
  • Catalyst Game Labs
  • Corporal
  • *
  • Posts: 91
Re: Customer Service - and the new Catalyst WEB STORE
« Reply #1 on: 26 March 2018, 17:45:20 »
Hello Mech-fans, we've made huge strides toward improving our CGL's Customer Service and have a wonderful Specialist named Brenna in charge of them who has whipping this into shape over the last 6 months. 

We have noticed though that there is becoming a trend where a lot of our Customer Service messages are being sent directly to Brenna's email, instead of through the regular notification address (store@catalystgamelabs.com).  The problem is this bypasses any way we have of tracking orders or issues within the system.

If you find yourself in need of customer service assistance for your order/purchase, please direct you emails to store@catalystgamelabs.com so it can be ticketed and managed - especially on things like damaged books or missing pieces.

Thank you all for your assistance as we continue to work improving the experience through our store and product lines!

Sincerely,

Brent Evans
BattleTech Line Developer & Senior Art Director