›

Shipping is kinda late

glenfxglenfx
edited July 2008 in Shopping or Activation Support
Hi
I made a purchase on "August 16, 2007", its going to be two months in a couple of days, so im a bit worried.
I've read the forums and it appears to be a common problem, i know its not Telltale's fault though, but i would like to know if there was some sort of problem with my order.

Also wanted to know if you guys shipp in big boxes since that might call customs attention in my country and that might be the source of the delay, though shipping has never taken about two months including cutoms holding the packages.

Should i contact someone directly about it to know if the package arrived to my country?

Thanks
-Glen-

Comments

  • EmilyEmily Telltale Alumni
    edited October 2007
    Please email support@telltalegames.com with your order number. We can't track international purchases, unfortunately, but at this point it's probably safe to assume it's not going to make it to you, and we'll send a replacement.
  • chrisff1989chrisff1989
    edited October 2007
    You guys REALLY need a better service.
  • glenfxglenfx
    edited October 2007
    Hi Emily, I just sent the email to support with the order info.

    After looking at the forums and living first hand the shipping situation, I am really worried about you guys at telltale. As a customer/fan point of view, it seems you’re loosing money apparently because of the bad management of the shipping services.

    Just wanted to know if you guys where alright and this is just but a small annoyance.

    I really fell bad about you having to send all these replacements.
    Cheers
    -Glen-
  • EmilyEmily Telltale Alumni
    edited October 2007
    Thanks for asking, but you guys don't need to worry about us or feel bad. Making sure our customers get taken care of comes with the territory. (At least, it does when you care about your customer's experience, which we definitely do!)

    We are very aware of the recent shipping problems (believe me, I have to deal with them every day!) and are actively working on ways to make them better. Chances are any problem you've noticed is something we're already painfully aware of and are already trying to fix. Which doesn't mean you shouldn't mention it, but don't worry about it. A few reships aren't going to put us out of business. ;)
  • glenfxglenfx
    edited October 2007
    Ok, im glad to hear it ^^.

    Hey Emily, I received the email.. but didn’t know if i could/should reply to it since it seems to be a tracking email?.
    Anyway, i will see if this week the package arrives, (ill be asking in the post office almost daily), I don’t know if we could wait until the end of the month to see what happens (maybe miracles happen :D)

    If i receive it ill let you know as soon as i can, If nothing then i do appreciate the replacement :B

    Cheers
    -Glen-
  • EmilyEmily Telltale Alumni
    edited October 2007
    It's fine to reply to support emails. The issue-XX@telltalegames.com (or whatever it looks like in the to: field) is just so your response will be tacked onto the same support ticket. Makes it easier for us to keep track of support mail.

    If you get the package before I send the replacement definitely send an email to let me know, because I'll miss it here.
  • glenfxglenfx
    edited January 2008
    Hey... well to tell you the truth, I didnt received neither package, but i thought I shoudnt bother you guys with it since its not your fault.

    But TODAY my package arrived :rolleyes:, i will pick it up on saturday (its in my mom's house).

    But i wanted to let you know about it.

    BTW Happy new year :D:p
  • EmilyEmily Telltale Alumni
    edited January 2008
    Yeesh! I wish that package could talk so it would tell us where it's been all this time!

    I'm glad it finally got there. :D
  • glenfxglenfx
    edited January 2008
    I picked up the package today, i was at the expectative to which one did i receive, (if it was the original order then that would mean my country’s postal services became crappy all of the sudden :P) but it turned out to be the replacement, it took exactly two months to arrive which is about right. So the original package was completely lost in the mail or stolen.


    I have a question now, I got happy about my package arriving that I made a purchase of all three Bone Books, but did you guys at telltale fixed the problems you had with the shipping company?, it would totally suck if we would have to go trough all this trouble again.
  • EmilyEmily Telltale Alumni
    edited January 2008
    it took exactly two months to arrive which is about right

    Is it normal for mail to take two months to reach you? It sometimes does take this long when packages are sent from our warehouse (I still don't understand why that is), but when we send replacements we send them through our local post office and shipping is quite a bit faster. I'm pretty surprised it took this long for the second package to get to you.

    We have not made any changes to our fulfillment house yet, but since it took two months for the replacement package to reach you I'm not sure it would make a difference. :(
  • glenfxglenfx
    edited January 2008
    Not exactly normal, usually never takes two whole months. But in December it does take some extra time because there are much more packages in the mail for the holidays and the postal office doesn’t work from December 26 to January 2nd (I assume is the same with the US postal office.) So two months in the holiday season is about right.
    (I did feel I would never receive my package though)

    I could speculate about how the fulfilment house might be sending the packages and why they take longer in the mail when is sent by them, I’ve bought things in other places and the shipping they charge is quite the same as telltale, but the other places ship via express mail, the fulfilment house might be sending packages in the cheapest mailing services while charging the same as express.
    The cheapest US mailing services does loose packages constantly and takes no less than two months to deliver in the same US, so foreigners have even less chance at getting their packages :P.

    There should be an extra shipping method in Telltale though, the Emily mail ^^, actually I trust you way MUCH more than the fulfilment house.
  • EmilyEmily Telltale Alumni
    edited January 2008
    They're using a slow shipping method, and they're also using a third-party shipping partner, which causes some confusion. (The email you get saying the order has shipped is sent the day the fulfillment house hands your package off to the shipping partner, NOT the day the shipping partner puts it in the mail, so several days may pass between when we're told it ships and when it actually ships.) We used to offer UPS, which was faster, but it was also very expensive and created some problems at customs when the bonus disc came out, so we removed it from the store last year.

    Our long-term goal is still to find a better fulfillment solution that's quicker AND more cost effective. We're continuing to investigate our options, but it's unfortunately not an easy switch to make (or we would have done it already!)
  • glenfxglenfx
    edited January 2008
    Complicated O_o

    Well, I hope the new order i made arrives within a two month period, though as with the other package ill give it three months.
  • glenfxglenfx
    edited February 2008
    Hi

    I wanted to know if you guys can offer to send packages through express/first class mail specially for international orders as the regular mail seems to get lost.

    I would like to buy the Sam&Max reprint, but im still waiting for the Bone books i ordered in January and i woudnt like to make an order and be on this trouble all over again.

    Im going to wait till the end of march to see if my package does arrive, if not I will have to ask for a replacement, though its sad that that's going to be my last purchase from you guys until you add a better mailing service.
  • EmilyEmily Telltale Alumni
    edited February 2008
    Right now, the only option is what we have available (Economy Post). We are looking into other shipping possibilities and may have new options for international customers in the next few months.

    Sorry, I know it sucks, but this really is out of our control at the moment.
  • Hero1Hero1
    edited February 2008
    Well try and fight for US Priority mail..or US air mail.. with economy it goes economy from wherever your warehouse is to LA then from LA to australia here then economy from australia to whichever state in oz.. so something which would take 2-3 weeks at the most stretches out to 6 weeks.
  • JakeJake Telltale Alumni
    edited February 2008
    We're very very actively working on getting the shipping issues sorted. It won't happen overnight (or in the next couple of months, even), but we have many shipping/purchasing related shenanigans going on right now which, when done, will make everyone's lives easier.
  • ezuliezuli
    edited March 2008
    My order came in exactly 3 weeks and I can't blame it slow.
    I don't know if it was a bit faster because it came as a letter, not a package. (A very big letter. Our local mailman had some difficulties to fit it in mailbox so he pushed it so rough in that it was very hard to pull off. People who work in finnish post service are not too nice nor customerfriendly.)
  • glenfxglenfx
    edited March 2008
    Im still waiting, though ill still give it till end of march, im still hoping it will arrive.

    What i find really funny is that i already received 3 packages with merchandise coming from Hong Kong and they where ordered at end of january (cheaper mail than the US), the funny part is that the US postal service is supposed to be one of the best in the world O_o'

    Still, you should consider adding express/priority/first class mail >_<
  • TelltaleToolTelltaleTool
    edited March 2008
    As a couple of people have said already in this thread, we don't actually have much control over our shipping options or how they're fulfilled right now. We're working on fixing that, but things take time.
  • glenfxglenfx
    edited March 2008
    Tabacco, I understand that, i just feel frustrated when my second purchase from telltale fails to deliver while other purchases do arrive.

    The very first package i ordered never arrived (its been about 8 months since i ordered), i got the replacement emily sent instead, but 8 months (and counting for that original package) is not good even for cheap shipping (if that package ever arives im going to either post it on the guiness record or im going to make telltale a visit so everyone signs it).

    Im feeling the second order is going in the same path as the first one, its disturbing to have two out of two consecutive orders with the very same problem, I wont even bother on purchasing the Sam&Max comic reprint as much as it pains me, but its just not worth the waiting period for a lost item and then the replacement aditional waiting period.
    (i ordered the first week of january, i might be getting the order in June... not really exciting)

    Sorry to rant/vent in here
  • fco.fco.
    edited March 2008
    So I see I'm not the only one with this kind of problem. I ordered Surfin' The Highway and the Season 1 DVD on February 6, and I'm still waiting.
    I just hope it doesn't take another whole month, since I'm moving to another apartment by the end of April.
  • EmilyEmily Telltale Alumni
    edited March 2008
    Your order shipped on the 8th and probably should have arrived by now, but to be honest we've had even more trouble with South American shipping than European (and I don't think it's due to the carrier in this case, since we've had trouble with reships to South America as well).

    I don't want to send a replacement now in case it doesn't reach you before you move, but if the original package hasn't shown up by then, send an email to support@telltalegames.com with your new address and we'll get you a replacement right away.
  • fco.fco.
    edited April 2008
    Ok. I guess I'll wait a bit more.
    I sent you an email before I could read this post, you can ignore it now.
  • fco.fco.
    edited April 2008
    I wanted to let you know that the second package arrived yesterday, just a week after shipping...
  • DamonDamon
    edited April 2008
    I slipped the mail person a 20 spot to make sure you got yours quickly. :cool:
    fco. wrote: »
    I wanted to let you know that the second package arrived yesterday, just a week after shipping...
  • MarxMarx
    edited April 2008
    My shipping is also taking quite long, i ordered Sam and Max surfing the highway and the dvd set, it said should take about 10 days, its been 20 and still nothing.

    I live in Canada thats right above the U.S, the last package i ordered from tell tale the season 1 bonus disc and it came quite fast it took about a week, dont know why this ones taking so long.
  • MelMel
    edited April 2008
    Which Surfin' the Highway did you order? The hardcover or softcover? If it was the hardcover, it hasn't shipped yet so the DVD shipment will be held up. If it was the softcover, then I'll let someone more qualified help you. :)
  • MarxMarx
    edited April 2008
    I ordered the soft cover.
  • DamonDamon
    edited April 2008
    I'd give it a week or so, and if you haven't gotten it by then, send an email to support@telltalegames.com and I'll take care of it for you.
    Marx wrote: »
    My shipping is also taking quite long, i ordered Sam and Max surfing the highway and the dvd set, it said should take about 10 days, its been 20 and still nothing.

    I live in Canada thats right above the U.S, the last package i ordered from tell tale the season 1 bonus disc and it came quite fast it took about a week, dont know why this ones taking so long.
  • MarxMarx
    edited May 2008
    I received it, not to long ago.
    thank you for your help.
  • BiggerJBiggerJ
    edited May 2008
    I just ordered the Sam and Max book and DVD bundle. I live in Australia, so, assuming all goes well, how long should I expect to wait for it to arrive? Or will the automatic confirmation email tell me?
  • MolokovMolokov
    edited May 2008
    four weeks or so. Sometimes there's a delay because the order doesn't leave Digital River's warehouse for a few days to a week after the order (depends if they have everything in stock).
  • Hero1Hero1
    edited May 2008
    i've had orders like my effigy mound take 6 weeks to australia.. so be patient
  • glenfxglenfx
    edited July 2008
    GOOD NEWS, my package arrived TODAY woohoo, i havent seen it yet (it arrived at my mom's house) but apparently its the replacement; the box was quite damaged and apparently someone opened it and then fixed it together with lots of tape O_o', my postal office issued a note stating the package arrived in my country like that.

    Though the books are "apparently" fine.

    Ill go pick it up on saturday and ill reply here about the package's and books conditions.

    Though im really happy it finally arrived (its something ive been waiting to see since january *_*).
  • EmilyEmily Telltale Alumni
    edited July 2008
    my postal office issued a note stating the package arrived in my country like that.

    Sure it is. That's what they always say. :p

    Anyway, I'm glad you got it! :D Thanks so much for being patient.
This discussion has been closed.