›

shipment tracking problem

SomethingSomething
edited July 2007 in Shopping or Activation Support
I received an email saying my season 1 Sam and Max disc has been shipped and included a tracking number. The problem is, the email doesn't say what shipping service the tracking number is for and I've checked the tracking number against the USPS, UPS, FedEx and DHL systems and none of them recognize the number. The only link in the email is to the Telltale store tracking system and all that tells me is "Order Complete" which sounds disturbingly like they have washed their hands of the matter.

The email was two days ago, so I'm guessing the number should be in the shipping company's system by now. Anyone have any idea what my problem might be? Thanks in advance for any help.

As suggestions for the future, it would be SUPER if:
1) The email had contained some clue as to who the package was shipped with instead of just the tracking number
2) The email had contained some form of contact information (phone number or even an email address) for Telltale in case, oh I dunno, the tracking number is useless or something (completely hypothetical here).
3) The Telltale "Find my Order" function that is linked in the email didn't provide LESS information than the email itself

Comments

  • EmilyEmily Telltale Alumni
    edited July 2007
    The only link in the email is to the Telltale store tracking system and all that tells me is "Order Complete" which sounds disturbingly like they have washed their hands of the matter.

    I'm not sure what you mean by the "Telltale store tracking system", but all our ecommerce is done by Digital River, a third-party ecommerce provider, so we don't actually handle shipment or tracking of any packages. That said, if the messaging is confusing anywhere I can probably get them to fix it, so if you could point me in the right direction (i.e. with the URL of the page you found confusing), I'll get on it asap! (Is it www.findmyorder.com by any chance?)

    They might be assuming that since you chose the shipping option, you know where to look. ;) In your case it's USPS, but when I plug your tracking number into the USPS tracker I get the message that the tracking number doesn't exist or isn't in their system yet. I'll check with DR and see if they have any ideas as to why that would be. It apparently shipped Wednesday so it should show up in USPS's system by now. In the meantime, please post here and let us know if/when your package arrives. :)
  • TelltaleToolTelltaleTool
    edited July 2007
    USPS tracking and delivery confirmation is really bad. They only update their system once a day, so if you try it tomorrow you should get a result.

    Also, just so you know, if you paste a tracking number into google it'll point you at the tracking results for the right carrier.
  • SomethingSomething
    edited July 2007
    Since I ordered from the Telltale Store and the link provided in the email sent me to a page that had a huge Telltale Logo at the top of it, I figured it was an internal store to the Telltale site. It was evidently a "findmyorder.com" page with a big Telltale logo at the top and a browser tab that reads "Telltale Games Online Store - Order Details". I have no idea how i could have misconstrued something as clearly presented as that...

    The bottom line is, as you have noted, the package shipped several days ago, yet it is not in the tracking system. This coupled with the complete lack of contact information in the email or on the findmyorder.com page annoyed me quite a bit. I find it mildly ridiculous that an online forum is the ONLY method of customer support available to me. I will post if the package arrives, but forgive me if I don't hold my breath.
  • EmilyEmily Telltale Alumni
    edited July 2007
    Since I ordered from the Telltale Store and the link provided in the email sent me to a page that had a huge Telltale Logo at the top of it, I figured it was an internal store to the Telltale site. It was evidently a "findmyorder.com" page with a big Telltale logo at the top and a browser tab that reads "Telltale Games Online Store - Order Details". I have no idea how i could have misconstrued something as clearly presented as that...

    I'm sorry, I didn't mean to suggest that you misconstrued anything. Digital River hosts our store and we do our best to make it a seamless experience for the customer, but we do not control the pages they host and often the only way for us to get them fixed is to be reactive (i.e. hear a complaint from a customer and act on it). I asked to see the page you saw so we can work with Digital River to make it clearer.

    Don't worry, we'll make sure you get your package. We are very committed to providing a good customer experience. I've already sent DR an email to see if they have any ideas why the package isn't showing up in USPS's tracking system.
  • EmilyEmily Telltale Alumni
    edited July 2007
    If you're interested, here's the response we had from DR about why the package didn't show up in USPS's tracking system:
    There is a delay of at minimum a day on the USPS tracking site, this is dependent upon how far down the postal stream the package is inducted. We are using a mail consolidator to process our postal shipments so the packages go to their facility for sort prior to being inducted.

    Have you received your package yet?
This discussion has been closed.