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The Great "I did not receive a response to my ticket" Thread

nikasaurnikasaur Telltale Alumni
edited November 2010 in Shopping or Activation Support
So you didn't hear back from us? That's kinda weird. Sometimes responses fall through the cracks or get snagged by Spam filters, so we'll make sure you get the support you need.

Post here with your ticket number and we'll take a look at it ASAP.

Didn't get an automatic response? Tell us here and we'll search your username for ticket history.
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Comments

  • der_ketzerder_ketzer
    edited April 2010
    I sent two followup-requests for my issue to Telltales support by responding to the email from bonnie but never got any responses (no response from bonnie, no automated response; I thought it's because there was already an issue-number in the bottom of the email)

    It's about [issue-28372]. I recieved a code for my Strong Bad Season Upgrade + DVD but the code does not work. It does not reduce the price nor does it produce any error message stating that the code is not valid.
    I am not going to post the code here but will send it via PM to a mod by request of course.
  • David EDavid E Telltale Alumni
    edited April 2010
    Hey der_ketzer, sorry you didn't get a response to your follow-ups. I did a little bit of digging, and it looks like you probably don't need a special code for Strong Bad at all. One of your episodes was flagged incorrectly in our system (preventing you from upgrading correctly), but I fixed the issue.

    Check out this page again: http://www.telltalegames.com/store/sbcg4ap-disc, and the price should reflect that you qualify for the free disc.
  • der_ketzerder_ketzer
    edited April 2010
    thanks a lot. I just ordered.
  • rubberchickenwithapulleyrubberchickenwithapulley
    edited April 2010
    So, still not knowing what´s stalling my order.

    Please lemme know so I can get the thing out of my shoppingchart and into my Danish mailbox before deploying.

    Regards
    Rubberchicken
  • David EDavid E Telltale Alumni
    edited April 2010
    Hey Rubberchicken,

    Your ticket was answered; I'll PM you the response in just a sec.
  • WinifredWinifred
    edited April 2010
    Hiya gang, I sent in a support request on March 26. Here's the gist of it again:

    I have a coupon code from pre-ordering Monkey
    Island. (I think I have another one floating around from one of my
    other S&M season orders too...) Anyway, that coupon code was good for
    either one free episode, or to quote the email from y'all: "We're
    writing because it looks like you received a coupon code for a free
    episode during the pre-order special for Tales of Monkey Island, but
    you haven't used it yet! Well, we're sweetening this offer by giving
    you the option to get any full season for just $19.95, too! That's $15
    off the normal season price!"

    I was about to order the new season of S&M, but the above code doesn't
    seem to work. Is the new season not eligible for this coupon? I
    haven't been able to use the code because I think I've already
    purchased every other game you've made that I wanted...so the free
    game codes seem to go to waste. :)

    When you get a chance, can you tell me if this code can be
    re-activated somehow, or if the new S&M pre-order isn't eligible?

    Thanks for your help!
  • Hassat HunterHassat Hunter
    edited April 2010
    No need for support to answer that, we can as well.
    And yeah, it's only valid for seasons older than ToMI, so not S&M3.
  • WinifredWinifred
    edited April 2010
    Hassat Hunter wrote: »
    No need for support to answer that, we can as well.
    And yeah, it's only valid for seasons older than ToMI, so not S&M3.

    Bummer. I already own all the older content. :)
  • tcnuktcnuk
    edited April 2010
    I sent an email back in February that I'd forgotten all about, but I haven't had a reply and it doesn't seem to have been acted on. It's "issue-26680". :) Reply by email if possible, please.
  • tcnuktcnuk
    edited April 2010
    I've still not heard anything. :-(
  • DerrickDerrick
    edited April 2010
    I am still trying to Support to reply to me. It has been a week and 3 e-mails, with no help/response, except for nikasaur giving me the private forum access.

    I will post my email here and hope TTG finally does something.

    ---

    I finally received the order confirmation.

    Unfortunately there was no info on how to access the secret forum, which is OK because nikasaur gave me access already.

    But there is also no code for the free game.

    Also now on my game page, S&M S3 shows up at the bottom in the invoice section, but the 5 episodes are no longer anywhere to be found on the page. There were there Thursday, April 15, as I used that link to download the game.

    Help.
    Thanks,
    Derrick
  • bonniebonnie
    edited April 2010
    Hi Derrick,
    I checked your ticket status and there was a couple replies that may have been eaten by a hungry spam/junk folder. Please check your pm's.

    Cheers,
    bonnie
  • DerrickDerrick
    edited April 2010
    I do not have a spam filter.

    We are getting close now. 2 of the 3 issues have been resolved.

    1.) private forum access. (FIXED)

    2.) free game code (FIXED)

    BUT, this has still not been addressed:

    3.) Sam and Max Season 3 episodes do not show up in "Your Games." (NOT FIXED)

    They were there up to Thursday April 15. I downloaded episode 1 from the link there. From Friday to today, the episodes are no longer there.

    HELP
    Thanks
  • bonniebonnie
    edited April 2010
    Derrick wrote: »
    I do not have a spam filter.

    We are getting close now. 2 of the 3 issues have been resolved.

    1.) private forum access. (FIXED)

    2.) free game code (FIXED)

    BUT, this has still not been addressed:

    3.) Sam and Max Season 3 episodes do not show up in "Your Games." (NOT FIXED)

    They were there up to Thursday April 15. I downloaded episode 1 from the link there. From Friday to today, the episodes are no longer there.

    HELP
    Thanks

    Ok, that's weird. The transaction went through but a serial was not assigned at purchase. I have assigned one to you and you can now view the game in your account. Try again and confirm back.

    Cheers,
    bonnie
  • DerrickDerrick
    edited April 2010
    3 for 3.

    Sam & Max 3 has been returned to my games.

    Thanks
  • calamarcalamar
    edited April 2010
    I sent a support issue on April, 14th and I haven't received any answer yet.

    It was about my last order on Telltale Games Shop. It's been a month since I made the order and I haven't received any info about the status since payment was charged in my bank account on March, 17th.

    Thanks!
  • asgeirmasgeirm
    edited April 2010
    Hello there, its about "issue-29881". I haven't had any response from it. Basicly I was wondering if I could add the new Max Imp T-Shirt to my shipment (and pay for it) without having to pay for the shipping again. OR if that is not possible I would rather have the new type insted of the Max & Crossbones T-Shirt I had ordered and paid for.
  • David EDavid E Telltale Alumni
    edited April 2010
    calamar wrote: »
    I sent a support issue on April, 14th and I haven't received any answer yet.

    It was about my last order on Telltale Games Shop. It's been a month since I made the order and I haven't received any info about the status since payment was charged in my bank account on March, 17th.

    Thanks!

    Hi calamar,

    We responded, but it looks like you didn't get the email. Sorry you didn't get it! I'll send you a PM with the email contents.
    asgeirm wrote: »
    Hello there, its about "issue-29881". I haven't had any response from it. Basicly I was wondering if I could add the new Max Imp T-Shirt to my shipment (and pay for it) without having to pay for the shipping again. OR if that is not possible I would rather have the new type insted of the Max & Crossbones T-Shirt I had ordered and paid for.

    Hey asgerim,

    Adding items + charges to existing orders and combining shipments are not things our system supports. Sorry :(
    bucklemyshoe wrote: »
    Hi, I sent an email requesting to get a manual unlock code a couple of days ago and I haven't heard back yet... the support code is "issue-30102".
    I get that you're probably really busy, what with the new season of Sam & Max just coming out, but I'm getting impatient to play ;) Thanks!

    This ticket got an answer, but apparently it was destroyed when it impacted a nearby satellite. I'll send you the code via PM in just a sec!
  • calamarcalamar
    edited April 2010
    Thanks for the answer David_E ;)
  • emozillaemozilla
    edited April 2010
    Haven't heard anything regarding "issue-30211". Please lemme know!
  • bvigecbvigec
    edited May 2010
    Why is my order of ToMI backordered? issue-30459
  • DideroDidero
    edited May 2010
    bvigec wrote: »
    Why is my order of ToMI backordered? issue-30459
    Because the ToMI DVD isn't finished yet. It's backordered for everybody who bought it. It'll be sent some time this month.
  • CISCCISC
    edited May 2010
    Actually, I think there was (or maybe still is) some sort of problem with your mail-outs. I have never received a direct response to support mails (just the automatic ticket reply), all my issues had to go through to the excellent bonnie (you rock! ;) ) here in the forums, and no; they were not eaten by a spam-filter at my end.

    I suggest you check if there could be anything wrong in your SMTP setup that would cause these apparent freak occurrences of trans-dimensional mail delivery.


    - CISC
  • ice_man01ice_man01
    edited May 2010
    Been afew days and no response. issue-30469. Thank you!
  • tcnuktcnuk
    edited May 2010
    tcnuk wrote: »
    I sent an email back in February that I'd forgotten all about, but I haven't had a reply and it doesn't seem to have been acted on. It's "issue-26680". :) Reply by email if possible, please.
    Still haven't heard on this. This is the third time I've chased this up. Anybody know what's going on?
  • semmlersemmler
    edited May 2010
    Didn't get a reply regarding issue-30596

    Usually I'd wait longer, but this is regarding the shipping costs of the Monkey Island: Special Edition offer which expires soon. Thanks in advance.
  • lagoon_richlagoon_rich
    edited May 2010
    Hi.

    I haven't received a response about 'issue-27480' (customs charge on order shipped to the UK). Thanks!

    Richard
  • ice_man01ice_man01
    edited May 2010
    Got an email 6 days ago saying "Your order was accidentally overlooked. The distribution center has been beaten severely and has shipped out your case file in another order. You should have it soon." but I've still not received my item and the item status still says "Your order has been submitted to our warehouse and will ship soon. Please check back later for shipping info."
    Just wondering what is going on.
    Thank you!
  • lagoon_richlagoon_rich
    edited May 2010
    Hi,

    I still haven't received a response to my message, see above.

    Cheers!

    Richard
  • TjibbbeTjibbbe
    edited May 2010
    Hey there,

    I send an e-mail to support two times now, but I didn't get an automatic response or any other kind of response to either of them. I have sent several e-mails to support in the past and I never had any trouble with sending or receiving e-mail from you guys. There's nothing in my spam-filter either.

    For the record, my last e-mail was sent on May 12, and that was a copy of the e-mail I sent on May 8. The dates may vary a bit for you because I'm on the other side of the ocean.
  • carolaatjecarolaatje
    edited May 2010
    Hi,

    I'm waiting since last Sunday (May 9th 2010) for you to help me with my question I've posted. I did receive the email that my support issue had been received (hence the issue number). However up till now I did now receive any answer at all! There is no mail in my spam box. Can someone please help me????

    My problem is about Secrets of Monkey Island. I've double checked but I seem to have all system requirements (also played MI5 (or TOMI - all chapters on this computer and I had no problem with that at all).

    When I double click on my MI I get a white window and then it gives me the following message: Monkey island 1 has encountered a problem and needs to close. We're sorry for the inconvenience.

    HELP !!!!

    A desperate MI fan!
  • BlacklinBlacklin
    edited May 2010
    Hello!

    I've been waiting an answer to my question since 03/29/2010. My issue number is [issue-28373] and there is a thread concerning this question here.
  • thebassics917thebassics917
    edited May 2010
    Sent my second email to support on May 15th (the first email was on May 2nd). The response email gave me the code "issue-31065". Hopefully this method will actually work. Please respond back by email. Thanks.
  • The HighwayThe Highway
    edited May 2010
    ice_man01 wrote: »
    Got an email 6 days ago saying "Your order was accidentally overlooked. The distribution center has been beaten severely and has shipped out your case file in another order. You should have it soon." but I've still not received my item and the item status still says "Your order has been submitted to our warehouse and will ship soon. Please check back later for shipping info."
    Just wondering what is going on.
    Thank you!

    I hope that was a joke from Telltale!
  • ElvenmonkElvenmonk
    edited May 2010
    Uh, I didn't get an automatic response, twice. I made a thread (sorry read the title and assumed it was only for not getting your ticket answered) http://www.telltalegames.com/forums/showthread.php?t=16992
    That's the thread I made and says my problems.
  • MrFredrikMrFredrik
    edited May 2010
    Hi!
    I am still awaiting a response on ticket issue-31031. The email address registered with this ticket is correct so, please, respond to it!
    /Fredrik
  • psuchpsuch
    edited May 2010
    I haven't got a response to my ticket issue-31520. It's a bit urgent, cause it's for a birthday present.
  • DrakkenDrakken
    edited June 2010
    Hi,

    I'm waiting for a response for issue-31641. Sent it on Friday. I bought S&M Season 1 back in January (order ID #600047164979858), but it doesn't show up in the "Your Games" section so I can't download it.

    I don't mean to be impatient, but I'd like an update. Thanks!
  • ICMICM
    edited June 2010
    ...
  • Armageddon104Armageddon104
    edited June 2010
    Not sure if this is the right thread, but I e-mailed you to refund puzzle agent last week and haven't gotten a response. I thought you would e-mail me a coupon for puzzle agent but I found out you had to buy it with the things you want 50% off.
This discussion has been closed.