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Author Topic: Customer Service  (Read 11669 times)

Bosefius

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Customer Service
« on: 06 February 2019, 15:21:24 »
Hi,

If you have a problem with a shipment from the Catalyst Game Labs store OR you purchased Catalyst produce from another source and there's a problem please email customerservice@catalystgamelabs.com

Thank you
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"

rosco60559

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Re: Customer Service
« Reply #1 on: 08 February 2019, 19:53:28 »
How long does it take to get a response after emailing?  I sent a message asking about an order a few days ago and haven't heard back.

Valkerie

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Re: Customer Service
« Reply #2 on: 09 February 2019, 20:52:57 »
I got my response today from customer service.  Looks like the issue is handled and my boxes are on their way.
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Sartris

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Re: Customer Service
« Reply #3 on: 09 February 2019, 21:25:41 »
I emailed them over a non box related issue earlier this week and heard back in about three days

jimdigris

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Re: Customer Service
« Reply #4 on: 25 February 2019, 18:17:49 »
Not a problem, but I received shipping confirmation on a book today and it arrived within hours.  It was shipped late last week.  It was not a problem for me, but other people might need to know when the shipment is due to arrive so that they can plan for it.

Bosefius

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Re: Customer Service
« Reply #5 on: 27 February 2019, 13:02:50 »
Not a problem, but I received shipping confirmation on a book today and it arrived within hours.  It was shipped late last week.  It was not a problem for me, but other people might need to know when the shipment is due to arrive so that they can plan for it.

It's an ongoing problem related to how the warehouse (an outside party,) communicates with CGL. Same thing happened with my box sets, I received notice a couple of hours before delivery.
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"


carlisimo

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Re: Customer Service
« Reply #7 on: 11 March 2019, 16:06:08 »
How long should we expect customer service to take before they respond to or aknowledge a request?  It was about a pdf purchase, not shipping related.

jazzjr

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Re: Customer Service
« Reply #8 on: 19 March 2019, 23:58:18 »
Quick note for the new battlemats on sale, no matter which of the 4 you click on, they all put the grasslands mat in your cart.  Making it impossible to order the set.

Scratch that, I'm stupid, didn't see the drop down arrow.
« Last Edit: 19 March 2019, 23:59:59 by jazzjr »

ussenterprise

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Re: Customer Service
« Reply #9 on: 24 March 2019, 02:50:13 »
Question: If I buy a shirt and it turns out to not fit, can I return it?  How?

NeonKnight

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Re: Customer Service
« Reply #10 on: 24 March 2019, 11:21:58 »
Quick note for the new battlemats on sale, no matter which of the 4 you click on, they all put the grasslands mat in your cart.  Making it impossible to order the set.

Scratch that, I'm stupid, didn't see the drop down arrow.

I was also gonna say, they all Say Grasslands....Alpine/Grasslands, Lunar/Grasslands, Savanna/Grasslands, etc.
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Bosefius

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Re: Customer Service
« Reply #11 on: 24 March 2019, 17:36:55 »
Question: If I buy a shirt and it turns out to not fit, can I return it?  How?

You would need to contact customerservice@catalystgamelabs.com, as stated above.
Catalyst Demo Agent #221, Huntington, WV

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It's times like this I ask myself "What would Jabba the Hutt do?"

carlisimo

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Re: Customer Service
« Reply #12 on: 25 March 2019, 11:42:56 »
How normal is it not to get a response of any kind after 2-3 weeks?

Sartris

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Re: Customer Service
« Reply #13 on: 25 March 2019, 11:59:00 »
Sadly very normal.

I had a turnaround of less than a week a few months ago and I was really surprised

BairdEC

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Re: Customer Service
« Reply #14 on: 27 March 2019, 19:34:34 »
I'm kinda miffed right now.  I ordered the mats on the 19th with priority mail for shipping, and I finally got a notification that the order shipped...via UPS ground.  UPS says it'll be delivered next week while I'm out of the country. Meanwhile, I ordered something from Amazon on Monday, and it arrived today.

Maybe Catalyst should start using the old boiler plate of "Please allow six to eight weeks for delivery."

Valkerie

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Re: Customer Service
« Reply #15 on: 27 March 2019, 20:45:56 »
Same here.  I wanted USPS Priority Mail, but product is being shipped via UPS instead.  Can anyone tells us why this happening, along with the week plus delay between ordering and shipping?  Although I am glad it didn't get shipped with FedEx.
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

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Sartris

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Re: Customer Service
« Reply #16 on: 27 March 2019, 21:22:53 »
The package itself arrives in two days. It’s getting the thing in the mail where there’s lag. The facility where the product is stored is a third party so cgl needs to have a talk with them

Bosefius

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Re: Customer Service
« Reply #17 on: 27 March 2019, 21:38:29 »
Same here.  I wanted USPS Priority Mail, but product is being shipped via UPS instead.  Can anyone tells us why this happening, along with the week plus delay between ordering and shipping?  Although I am glad it didn't get shipped with FedEx.

No one here would know (we have no connection what's going on). Please, email store@catalystgamelabs.com and complain there. Honestly, they may not realize that the warehouse is shipping only UPS.
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"

Bosefius

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Re: Customer Service
« Reply #18 on: 27 March 2019, 21:39:16 »
The package itself arrives in two days. It’s getting the thing in the mail where there’s lag. The facility where the product is stored is a third party so cgl needs to have a talk with them

Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"

Valkerie

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Re: Customer Service
« Reply #19 on: 27 March 2019, 23:16:36 »
Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.
Will do. :thumbsup:
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

Outside of a dog, a book is a man's best friend.  Inside of a dog, it's too dark to read.  -Groucho Markx

Greetings, Mechwarrior!  You have been recruited by the Star League to defend the frontier against...Oops, wrong universe.  -unknown SLDF Recruiter

BairdEC

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Re: Customer Service
« Reply #20 on: 27 March 2019, 23:53:09 »
Email store@catalystgamelabs.com and complain there. Please. Make them aware of what's going on.

Done.

Valkerie

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Re: Customer Service
« Reply #21 on: 28 March 2019, 18:37:08 »
Heard back from customer service today:

Quote
Thank you for reaching out and bringing this to our attention! This has unfortunately been a common issue recently and I have brought it up to the Owner who will be speaking with our warehouse as to why this is occurring. There is no excuse for why this is happening and my deepest apologies for any inconvenience this has caused! I would like to assure you that we are working diligently on fixing this for future orders and it will hopefully no longer be an issue moving forward.

We appreciate your emails and input because our customers are our best informers as to what is and is not working within our store. Our customers mean the world to us and if you have any further questions or concerns, please don't hesitate to reach out!

Glad to get a quick response and see that it is being addressed. :thumbsup:
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

Outside of a dog, a book is a man's best friend.  Inside of a dog, it's too dark to read.  -Groucho Markx

Greetings, Mechwarrior!  You have been recruited by the Star League to defend the frontier against...Oops, wrong universe.  -unknown SLDF Recruiter

Phocion

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Re: Customer Service
« Reply #22 on: 29 March 2019, 04:08:44 »
Not sure if this is the right place to ask, but how long should I wait for a response from customer service? 

I had an issue with two miscast/damaged miniatures inside my Game of Armored Combat box.  I was hoping replacement minis could be arranged.   I sent photos and described the issue in an email over a week ago, but I havent received a response yet.  I am sure the CS team are busy, but even so I would have hoped for some kind of acknowledgement..

Bosefius

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Re: Customer Service
« Reply #23 on: 29 March 2019, 06:11:09 »
Not sure if this is the right place to ask, but how long should I wait for a response from customer service? 

I had an issue with two miscast/damaged miniatures inside my Game of Armored Combat box.  I was hoping replacement minis could be arranged.   I sent photos and described the issue in an email over a week ago, but I havent received a response yet.  I am sure the CS team are busy, but even so I would have hoped for some kind of acknowledgement..

Sadly, responses sometimes take 2-3 weeks. It's something that we're trying to improve because, honestly, it's inexcusable.
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"

Phocion

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Re: Customer Service
« Reply #24 on: 29 March 2019, 07:32:43 »
Sadly, responses sometimes take 2-3 weeks. It's something that we're trying to improve because, honestly, it's inexcusable.


Understood. Thanks for the response.

I know things things can often get crazy busy for CS - especially after a big release, such as happened recently, and I am really happy with the quality of the new box set overall. I just got unlucky with the damage, is all.  Im sure other people have had the same or worse than I did, so I dont expect to be top of the list.  Overall its great to see the new miniatures and the rest of the box contents, like the stories and punch out terrain, are realy nice to have in a set like this.

Now I just need to find some stock of the beginner box near me. :)

Bosefius

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Re: Customer Service
« Reply #25 on: 29 March 2019, 13:23:42 »

Understood. Thanks for the response.

I know things things can often get crazy busy for CS - especially after a big release, such as happened recently, and I am really happy with the quality of the new box set overall. I just got unlucky with the damage, is all.  Im sure other people have had the same or worse than I did, so I dont expect to be top of the list.  Overall its great to see the new miniatures and the rest of the box contents, like the stories and punch out terrain, are realy nice to have in a set like this.

Now I just need to find some stock of the beginner box near me. :)

I'm not sure where you're located but there Beginner Box is back on the Catalyst store. It's is also making it's way to retail (just restocked last week).
Catalyst Demo Agent #221, Huntington, WV

"I'm helping Greg not be such a bastard, with my AC/20." 3rdCrucisLancer

It's times like this I ask myself "What would Jabba the Hutt do?"

Phocion

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Re: Customer Service
« Reply #26 on: 30 March 2019, 04:36:57 »
I'm not sure where you're located but there Beginner Box is back on the Catalyst store. It's is also making it's way to retail (just restocked last week).

Thanks.  But the postage from the Catalyst webstore is extortionate to Europe.  I may be in the US on business this year and will pick it up then, so unless it comes back into stock for one of the more local places meanwhile, I will probably have to wait.

KhanPhelanWard

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Re: Customer Service
« Reply #27 on: 12 April 2019, 09:11:15 »
I sent them an email two weeks ago and I am still waiting for the answer.

Anuone else with this problem?
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Sartris

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Re: Customer Service
« Reply #28 on: 12 April 2019, 13:11:11 »
Not uncommon. Email them again and mention in the subject it’s your second attempt

KhanPhelanWard

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Re: Customer Service
« Reply #29 on: 12 April 2019, 16:30:01 »
Thanks!
Don't miss out on my Camospecs miniatures on ebay:


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.


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 ;)
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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 »

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 »

Charlie Tango

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Re: Customer Service
« Reply #42 on: 05 August 2019, 15:34:08 »

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 
Catalyst Game Labs Demo Agent #310
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Highball

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Re: Customer Service
« Reply #43 on: 13 August 2019, 15:19:35 »
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

Lord Cameron

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Re: Customer Service
« Reply #44 on: 13 August 2019, 21:49:22 »
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, 13:03:34 »
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, 14:56:54 »
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, 15:06:48 »
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
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mrbooth

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Re: Customer Service
« Reply #48 on: 20 August 2019, 15:59:46 »
Thanks.

Charlie Tango

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Re: Customer Service
« Reply #49 on: 20 August 2019, 21:00:01 »
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?
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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 #50 on: 20 August 2019, 21:23:24 »
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.

MarauderD

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Re: Customer Service
« Reply #51 on: 21 August 2019, 00:27:28 »
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, 04:29:52 »
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.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"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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MarauderD

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Re: Customer Service
« Reply #53 on: 21 August 2019, 11:57:52 »
Thank you Charlie Tango!

MyndkryM

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Re: Customer Service
« Reply #54 on: 21 August 2019, 20:26:47 »
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.
"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 Cavalrymen's Prayer

Charlie Tango

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Re: Customer Service
« Reply #55 on: 22 August 2019, 08:54:12 »
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.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"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, 15:08:40 »
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, 22:54:17 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 Cavalrymen's Prayer

Vermithrax Rex

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Re: Customer Service
« Reply #57 on: 23 August 2019, 14:13:38 »
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, 14:17:31 »
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, 14:34:31 »
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.

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Re: Customer Service
« Reply #60 on: 24 August 2019, 16:35:02 »
They just pulled off a $2.5M Kickstarter... they should be able to hire someone to do Customer Service full time any day now...

Highball

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Re: Customer Service
« Reply #61 on: 27 August 2019, 18:12:50 »
Well it is official … HALF A YEAR and still nothing done to fix the misprints in the boxed set I purchased despite sending them all the information requested. Complete and total buffoons running customer service. SNAFU.

GRUD

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Re: Customer Service
« Reply #62 on: 28 August 2019, 11:31:31 »
I bought 2 copies of the TRO: Clan Invasion at Gen Con, 1 for myself, 1 for a friend. I got a card with both, that had a code to get the PDF for free, but I didn't think to use it until a couple weeks later.  When I tried to use it, it kept telling me to enter a valid code.   :-\  I've used the "Contact Us" form once, but have yet to get a reply, and I can't remember exactly when I contacted them.  =\  Probably around the 15th, maybe 18th?  Was the code only good for that weekend?   ???

Will my friend need to contact them also, once he gets his card?   ???
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Highball

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Re: Customer Service
« Reply #63 on: 29 August 2019, 12:48:49 »
Still waiting .......

Generalstoner

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Re: Customer Service
« Reply #64 on: 30 August 2019, 18:27:13 »
I sent another official email as well myself regarding broken mechs inside my box set I purchased.  Am waiting hear back from them.
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Re: Customer Service
« Reply #65 on: 30 August 2019, 22:19:31 »
I had issues with my order of the box sets from them back when they first came out.  Took seven weeks from time of order before delivery.  It took multiple emails and some (polite) sword rattling to get a resolution.  Then had the same problem occur with the my dead tree copy of the BattleMech Manual not a month later.  Again they took care of it, a bit faster this time, but it still wasn't a good experience.  They did get my copy of Commander's Edition to me in a timely manner.

I want CGL to succeed here, and I want to be able to by physical product from them, but it has to be done better than this.  One out of three is not going to cut it long term.  If I ran my customer service this way at work, I would be out of job. :(
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Re: Customer Service
« Reply #66 on: 31 August 2019, 06:26:31 »
I have to wonder why they continue to do the store in-house while simultaneously understaffing it.

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Re: Customer Service
« Reply #67 on: 31 August 2019, 06:31:37 »
I really don't understand how this can be a problem for so long. Selling products is literally their job and there are countless online shops that manage to do this exceptionally well. Certainly, it cannot be a problem of acquiring know-how or personnel. It's Seattle, USA, small businesses in large cities basically is what built the US economy.
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Re: Customer Service
« Reply #68 on: 31 August 2019, 13:18:24 »
My Third Request email sent today

Quote
Hello,

I purchased the combination PDF+Hard Copy of Alpha Strike Commander's Edition, and I haven't received my physical book.

The purchase was made on 8/5/19 and it is Order SHP-112456. I haven't even received an update to the status of the order. I sent an email on 8/20 to store@cataystgameslabs.com, and an email to customerservice@catalystgamelabs.com on 8/21 inquiring about this order. Follow-up emails were sent to each of those addresses on 8/22 and 8/27, and I still haven't received a response (even checked my spam folder).

I would appreciate if you could either fulfill and ship Order SHP-112456 or provide me a status update as to when I can expect to receive my purchased item.

Thank you,

Scott

 :ticked:
"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 Cavalrymen's Prayer

victor_shaw

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Re: Customer Service
« Reply #69 on: 31 August 2019, 13:58:58 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.

Valkerie

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Re: Customer Service
« Reply #70 on: 31 August 2019, 21:53:22 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.
That is exactly what I had to do to get my issues resolved. And that was months ago.
There is no avoiding war; it can only be postponed to the advantage of others.   -Machiavelli

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Highball

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Re: Customer Service
« Reply #71 on: 31 August 2019, 23:41:58 »
I believe this was addressed in the AMA 2.
There seems to be a issues with the customer service email system.
They tried sending the system multiple emails and 1 in 3 got thru.
They said it is being worked on by their tech guy now.

It may seen dumb but I would double sent emails to them till they say it's fixed.

LOL …. I call BS on the newest excuse. They always have some wild crazy "never happened to anyone else" excuse to throw out there. They need to quit making excuses and just do their jobs. You get me CGL!

Talen5000

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Re: Customer Service
« Reply #72 on: 01 September 2019, 06:41:54 »
LOL …. I call BS on the newest excuse. They always have some wild crazy "never happened to anyone else" excuse to throw out there. They need to quit making excuses and just do their jobs. You get me CGL!

It happens more often than you think. Email systems aren't perfect and having them disappear or even delayed for hour or days isn't unknown.
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Re: Customer Service
« Reply #73 on: 01 September 2019, 07:08:40 »
I can't keep my Outlook from crashing 4-5 times a day at work, so I take claims of server trouble as credible.  Doesn't make it right, but server trouble could certainly be contributing to the problem.

victor_shaw

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Re: Customer Service
« Reply #74 on: 01 September 2019, 07:54:06 »
Well taking into account that they are not a large company and have to watch their costs.
So if they are running on an old network and mail server, they may only have the ability to patch the issues and not out and out replace it.

MyndkryM

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Re: Customer Service
« Reply #75 on: 01 September 2019, 16:14:58 »
Plausible email and server issues aside, this is really about communication.

Granted, I'm not up to speed with who is who here on the forums, but I'd hope at least one CGL employee monitors these forums. If they do, then it is equally plausible they have read this thread. The lack of any engagement is pretty frustrating.

Problem with the CGL online store? Make a post explaining the situation.
Items out of stock? Communicate the issue.
Email system crashed? Acknowledge the problem and offer a work around.

The only thing being shared, while appreciated, are words of encouragement and second/third hand information from other forum members ("I heard on the AMA...", "So and so said at GenCon...", etc.).

It's Labor Day Weekend and I hope everyone enjoys their holiday and comes back charged up and ready to go....and start communicating with your customers.

 
« Last Edit: 01 September 2019, 16:44:01 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 Cavalrymen's Prayer

MyndkryM

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Re: Customer Service
« Reply #76 on: 06 September 2019, 19:47:27 »
Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.
"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 Cavalrymen's Prayer


Highball

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Re: Customer Service
« Reply #78 on: 08 September 2019, 12:01:46 »
Welp....a fourth request (double sent) was dispatched today. Hopefully i get a response.

I also sent my 4th email to both addresses with all the required information. I have no expectation of a reply any time soon.

Charlie Tango

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Re: Customer Service
« Reply #79 on: 08 September 2019, 19:39:15 »
WOULD EVERYONE IN THIS THREAD WHO HAS NOT GOTTEN A RESPONSE FROM CUSTOMER SERVICE  PLEASE DIRECT MESSAGE ME ASAP WITH THE NAME ON YOUR ORDER AND YOUR EMAIL ADDRESS.


(Sorry to yell, but I wanted your attention - I have been communicating with the Customer Service person and was asked to gather this information)
« Last Edit: 08 September 2019, 22:13:49 by Charlie Tango »
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"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

Generalstoner

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Re: Customer Service
« Reply #80 on: 08 September 2019, 21:19:07 »
PM sent Charlie Tango.
Twelve Highlanders and a Bagpipe make a Rebellion.

MyndkryM

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Re: Customer Service
« Reply #81 on: 08 September 2019, 23:11:08 »
Thank you.

PM sent.
"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 Cavalrymen's Prayer

Highball

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Re: Customer Service
« Reply #82 on: 09 September 2019, 15:58:55 »
PM sent Charlie Tango

Charlie Tango

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Re: Customer Service
« Reply #83 on: 10 September 2019, 10:09:40 »

PMs have been received and info will be passed on.  I wish I could make promises that action will be taken on it, but that's at a higher level of things than mine.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"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

Daryk

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Re: Customer Service
« Reply #84 on: 10 September 2019, 18:35:17 »
Charlie Tango: I suspect that's more movement than anyone who PM'd you has seen to date.  For that, you are to be commended!  :thumbsup:

Generalstoner

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Re: Customer Service
« Reply #85 on: 10 September 2019, 22:23:15 »
I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!
Twelve Highlanders and a Bagpipe make a Rebellion.

MarauderD

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Re: Customer Service
« Reply #86 on: 11 September 2019, 12:33:34 »
I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!

Same thing:  thanks to Charlie Tango and Alexia for resolving my issue!

Charlie Tango

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Re: Customer Service
« Reply #87 on: 12 September 2019, 04:48:15 »
Same thing:  thanks to Charlie Tango and Alexia for resolving my issue!

I want to say thank you to Charlie Tango and also to Alexia from customer service who reached out to me this afternoon and was able to work with me to get my broken mechs replaced.

Your guys and gals are aces!  Thanks!


ALL the credit here should go to Alexia at Customer Service. 

I'm just really glad they were able to get them resolved.
Catalyst Game Labs Demo Agent #310
MW Yuki Yamamori, WTH-1 Whitworth, 1st Striker Star, Alpha Trinary, Battle Corps Legion

"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 #88 on: 13 September 2019, 14:14:45 »
Well I suppose the fact I received nothing from good ole Alexia says a lot for me. Now it is time for me to truly be a horses ass and show Catalyst that I have truly earned the reputation of being tenacious in every task I decide to take on. GAME ON!

Highball

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Re: Customer Service
« Reply #89 on: 17 September 2019, 11:11:09 »
Still nothing .......

MyndkryM

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Re: Customer Service
« Reply #90 on: 17 September 2019, 23:43:50 »
Thank you to Alexia for resolving my issue.

Have to admit...I'm a little disappointed as to the outcome, but it's fair.

**edit** I should add it was very fair.
« Last Edit: 18 September 2019, 01:17:03 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 Cavalrymen's Prayer

ActionButler

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Re: Customer Service
« Reply #91 on: 23 September 2019, 19:38:51 »
Hi all, we wanted to share a recent post from Brent Evans about the customer service situation. This was posted to a different thread which some of you may have already seen, but for those who haven’t, this is very relevant.

Hey there gang, there is actually a lot of work being done on this from several directions at the moment - so please excuse if you suddenly get multiple responses to your inquiries.  We'd rather err on over communication than letting anyone slip through the cracks.  For the next 4 weeks or so we are going to focus heavily on delivering resolution for all outstanding orders - and we'll tackle any weaknesses in our process after you're all squared away.

I am happy to report that our customer service Jedi (aka: Alexia) is currently rooting through all outstanding CS messages in order to get everyone's fulfillment issues solved.  If anyone reading this thread is still awaiting resolution for an issue please (1) find your original email to us, (2) forward it to "customerservice@catalystgamelabs.com" and CC myself and Ray - at (brent@catalystgamelab.coms) and (ray@catalystgamelabs.com) respectively.  This will allow Ray and I to make sure that no issues are getting lost (since we want to rule out any technical issues.)

Just a side note for the sake of clarity, please know that Customer Service has no idea about the comments on this thread.  I'm actually glad folks were able to vent here and alert us about outstanding issue going unresolved, but commenting on the Forum does not generate any kind of alert to Customer Service that they can take action on - so sending that email is key. 

THANK YOU for your assistance helping us bring your needs to resolution.  We absolutely want to get cool BattleTech stuff into everyone's clutches, and appreciate you letting us know.  If you've already emailed me personally and want to reply with a follow-up (and add Ray and Customer Service) by all means feel free to do so.  I'm not worrying about getting extra messages, just wanna make sure you're issues are resolved. :0)

If you've not received resolution within 1 month of this post - please let myself, Ray and customerservice@... know.  No order gets left behind.

Seyla.
Experimental Technical Readout: The School
http://bg.battletech.com/forums/index.php?topic=56420.0

Highball

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Re: Customer Service
« Reply #92 on: 15 October 2019, 04:19:09 »
Can you believe yet ANOTHER month has passed and still nothing but an empty promise that the situation will be resolved. Pathetic!

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Re: Customer Service
« Reply #93 on: 15 October 2019, 15:15:33 »
Can you believe yet ANOTHER month has passed and still nothing but an empty promise that the situation will be resolved. Pathetic!

Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'
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Daryk

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Re: Customer Service
« Reply #94 on: 15 October 2019, 17:51:11 »
Just more evidence Customer Service should in fact have a presence on the company's official forum.  Facebook and Twitter are not enough.

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Re: Customer Service
« Reply #95 on: 16 October 2019, 09:15:41 »
I'm not sure that having a presence on a message board where everyone has a ridiculous made-up name is going to relate in any way to having success with fixing actual issues with people with real-life names.
Looking for an official answer? Check the Catalyst Interaction Forums.

Freelancer for hire, not an official CGL or IMR representative.

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Sir Chaos

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Re: Customer Service
« Reply #96 on: 16 October 2019, 12:34:33 »
Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'

As I´ve said before: Last thing we heard from CGL was for him to send his e-mail again to yet another CGL account.

Your response would make sense if they said they were sure they had responded to him, but not if wanted him to contact them again.

Again: The problem is on CGL´s end, not on Highball´s end.
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Sir Chaos

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Re: Customer Service
« Reply #97 on: 16 October 2019, 12:41:02 »
I'm not sure that having a presence on a message board where everyone has a ridiculous made-up name is going to relate in any way to having success with fixing actual issues with people with real-life names.

It would at least allow them to contact the made-up-name people here who are having problem reaching CGL under their real name.

Look... Highball has tried and tried and ****** tried to get a response from CGL via e-mail. CGL *could* have reacted by contacting him here via PM to get in touch with him about the issue (since he´d probably be reluctant to share his e-mail, real name and so on in a forum post) - or go straight to directly for the order number, etc, and what was wrong with the product. As I recall, they instead sent someone here to tell him to try more of what already didn´t work.

CGL has issues with their mail accounts, or it has been said by those telling Highball he shouldn´t complain about this. There are, however, no issues with PMs on this forum, so why should CGL not use this perfectly functional way of getting in touch with complaining customers to circumvent that problem?
"Artillery adds dignity to what would otherwise be a vulgar brawl."
-Frederick the Great

"Ultima Ratio Regis" ("The Last Resort of the King")
- Inscription on cannon barrel, 18th century

Colt Ward

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Re: Customer Service
« Reply #98 on: 16 October 2019, 12:59:54 »
As I´ve said before: Last thing we heard from CGL was for him to send his e-mail again to yet another CGL account.

Your response would make sense if they said they were sure they had responded to him, but not if wanted him to contact them again.

Again: The problem is on CGL´s end, not on Highball´s end.

No, the point is until he says it you do not know where the problem actually is located and with CGL having the problems described its a more complicated break down of communicaton.  When you are trouble shooting a communications link you want to make sure you are-
sending correctly
and
able to receive

Until he insures he is able to receive the message, they can send him all the answers in the world- repeatedly- he will never see a thing and think they are not responding which is possibly what has happened.  Talked to a guy last Friday who did not get into the Kickstarter b/c he says he never gets e-mails from the Kickstarter and does not know why.  Same advice, check your email service & ISP.  While I love how easy it is to get email now, when it breaks down folks have a harder time troubleshooting it b/c they did not have to go through the complicated set up process.
Colt Ward

Beware the vengeance of a patient man.
Clan Invasion Backer #149

Highball

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Re: Customer Service
« Reply #99 on: 16 October 2019, 13:26:25 »
Still nothing saying you have verified that you or your service are not blocking THEIR email responses on your end- and Charlie Tango is not going to know if a email was sent so no one is in communication with you to go 'Huh, you did not get our email?'

Email communication is being received on both ends .... CONFIRMED by the CGL response to my email on MAY 1ST! I have sent all the information requested by CGL (receipt & pictures) and it has been confirmed they have had it for at least FOUR MONTHS.

You can put down the bucket of water you are carrying for them Colt.

I am done with CGL ... they deserve what they get a thousand fold.

Colt Ward

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    • Merc Periphery Guide- Bakunin
Re: Customer Service
« Reply #100 on: 16 October 2019, 14:30:53 »
Alright, so you are getting emails from them and its all on their end.  No water being carried, just pointing out a point of failure.

And on something else I said before, the new boxes from China should have arrived so they should have a source of maps.
Colt Ward

Beware the vengeance of a patient man.
Clan Invasion Backer #149

Bedwyr

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Re: Customer Service
« Reply #101 on: 16 October 2019, 15:08:08 »
Knock off disparaging comments toward other forum users. Now.
Alas poor Photobucket. I knew him Horatio, a fellow of infinite jest, of most excellent fancy.

Highball

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Re: Customer Service
« Reply #102 on: 30 October 2019, 04:02:32 »
The EIGHT MONTH mark approaches and still nothing resolved!  :clap:   Way to go!  :thumbsup:

 

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