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How long does it take to get a reply from a human?

pickleheadpicklehead
edited October 2008 in Shopping or Activation Support
Last Friday morning I emailed support@telltale.com about not receiving my order. My credit card was charged back on July 29 for more than $68. It's been months and I still haven't received the order. Nor have I received anything other than a computer-generated email in reply to my inquiry about the order. Am I out the money?

Even if Telltale doesn't work on the weekend, it's been two days now (four days if including the weekend).

Comments

  • TelltaleToolTelltaleTool
    edited October 2008
    We answer most tickets within 24 hours, and we try to keep that up on the weekends where possible. Have you checked the junk mail folder in your mail program? Responses sometimes end up in there.

    Edit: I just checked, and Emily answered your message about three hours after you sent it. I'll PM you her reply.
  • pickleheadpicklehead
    edited October 2008
    Thank you. I did not receive that email -- which is strange because I received the automatic email and get all the newsletters from Telltale without any problem. Do you happen to know if Emily used an @telltalegames.com address?

    I am relieved to know the order was not lost, but I'm surprised it was charged so long before it was available to send.
  • TelltaleToolTelltaleTool
    edited October 2008
    Yep... our support responses come from support@telltalegames.com
  • EmilyEmily Telltale Alumni
    edited October 2008
    picklehead wrote: »
    I am relieved to know the order was not lost, but
    I'm surprised it was charged so long before it was available to send.

    Your order was a preorder, and we collect money for preorders up front. We try to message this clearly in the store so people understand they'll be charged even though the order isn't ready for shipping yet, but I'm looking into ways to make it even more painfully obvious since you're not the only person who was confused.

    Also, I'm sorry the original email didn't reach you, but glad to see it's all straightened out now (thanks Doug!)
  • pickleheadpicklehead
    edited October 2008
    Hi Emily,

    It's been a while, but I was probably under the impression it would take 2 weeks to a month to ship, not the 3 months I've been waiting. I realize the soundtrack took longer than expected, but I don't think I'd have ordered everything together like that if I realized doing so might delay the order 3 months. I'd rather have made separate orders, and ordered the soundtrack when it came available.

    I do not know what happened to that email. It's not in the spam filter and I get other emails from @telltale.com with no problem. I hope my ISP hasn't selectively decided to block emails from support@telltale.com I think it's more likely that they just lost it.

    Thanks again for your help though.
  • EmilyEmily Telltale Alumni
    edited October 2008
    Our original expected shipping timeframe for the soundtrack was September (this was clearly stated on the page where you placed added the soundtrack to your cart, and also on the cart page before you checked out). When it slipped into October, we updated the website to reflect this, but you're right that we need to figure out a good way to communicate this type of info to customers as well since if you've already placed an order, it's not intuitive that you'd need to go back to the store to see when something is supposed to ship. Working on it!
  • pickleheadpicklehead
    edited October 2008
    I just got an email from support@telltalegames.com saying my order was shipped.
    So that's good news -- both that it shipped and that my ISP isn't filtering emails from that e-address.
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