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The Worst Support Ever??

gaxtergaxter
edited July 2011 in Shopping or Activation Support
It's now been a week, PM's and several emails and I still am no closer to getting my product activated!

So I thought I'd start this thread for everyone to pass comment on their own problems as I'm sure I'm not alone.

Maybe someone at Telltale will eventually take note and do something about the awful experiences we have when needing support. Maybe they will also sort out the activation issues that put us in this position in the first place!

So come on people, raise your voices here. Shout! And let's see if we can finally get someone from Telltale to listen and hopefully even, respond!!!

Comments

  • Amy LukimaAmy Lukima
    edited May 2011
    gaxter wrote: »
    It's now been a week, PM's and several emails and I still am no closer to getting my product activated!

    So I thought I'd start this thread for everyone to pass comment on their own problems as I'm sure I'm not alone.

    Maybe someone at Telltale will eventually take note and do something about the awful experiences we have when needing support. Maybe they will also sort out the activation issues that put us in this position in the first place!

    So come on people, raise your voices here. Shout! And let's see if we can finally get someone from Telltale to listen and hopefully even, respond!!!

    Can i get your support ticket number? If you sent a PM without sending a support ticket first you're probably still stuck under the JP questions that flooded by box. I'm trying to get to everyone as quickly as possible.
  • gaxtergaxter
    edited May 2011
    Amy,

    Ticket number is 47388. You did email me last Wednesday and I promptly responded with the missing information. I had raised the original ticket before PM'ing you. I'll send a new PM with the serial and unlock code.

    Thank you
  • gaxtergaxter
    edited May 2011
    Ok...so PM sent with title 'Issue-47388'. Look forward to receiving my code.

    I'm sure you guys are really busy, but I think it would help if you're able to publish any info on why some see these issues and others don't? Is it certain games etc? I'm sure this would go a long way to helping us understand and sooth the frustrations!

    Thanks
  • Amy LukimaAmy Lukima
    edited May 2011
    gaxter wrote: »
    Amy,

    Ticket number is 47388. You did email me last Wednesday and I promptly responded with the missing information. I had raised the original ticket before PM'ing you. I'll send a new PM with the serial and unlock code.

    Thank you

    You sent your reply two business days ago. I know it's frustrating but I do need to answer these in the order they were received. You should get an answer later today.
  • EPepito1EPepito1
    edited May 2011
    If Amy is the only person working in customer service, then I definitely think Telltale would do well to hire others to step in and help her out. Customers should not have to wait weeks in order to receive support for issues regarding their purchase. I didn't get my issues with shipping an order resolved until I complained on their Facebook page. Then they got it shipped out right away. Kind of sad.
  • Shuv-OohlShuv-Oohl
    edited May 2011
    EPepito1 wrote: »
    If Amy is the only person working in customer service, then I definitely think Telltale would do well to hire others to step in and help her out. Customers should not have to wait weeks in order to receive support for issues regarding their purchase. I didn't get my issues with shipping an order resolved until I complained on their Facebook page. Then they got it shipped out right away. Kind of sad.

    The worst thing is that when no help is forthcoming, customers naturally send further emails/messages requesting support for the same unresolved issues. If there is only one person responsible for customer support, then I'm not surprised if they are overwhelmed with questions. In the end poor customer service will hurt Telltalegames, as past consumers are likely to be more sceptical about potential future purchases. A shame really, because they make nice games.

    Sad to hear that you had a problem with shipping because it seems I am in the same boat. According to the mytelltale page, my order will "ship soon" after 20 days since completion! Really, by now I would have expected my order to arrive.
  • Alan JohnsonAlan Johnson
    edited May 2011
    Hey folks, most, if not all, of the outstanding shipping issues are due to our shipment fulfillment center inexplicably holding on to outgoing orders recently. We are just finding out about that tidbit of information and working on a solution.

    Many many many apologies for any inconvenience and delays this may have caused.
  • caenicuscaenicus
    edited July 2011
    Alan,

    I appreciate the information, but shouldn't support be sending out emails about this, or posting something on the blog instead of letting it be buried in a forum?

    -T.
  • molukaimolukai
    edited July 2011
    Dear Telltale Support,

    It has been a month since I ordered my item. Please either send me the items I paid for or refund my money. Thank you.

    Sincerely,
    Molukai
  • FalancaFalanca
    edited July 2011
    molukai wrote: »
    Dear Telltale Support,

    It has been a month since I ordered my item. Please either send me the items I paid for or refund my money. Thank you.

    Sincerely,
    Molukai

    Shipping to outside US usually takes around 6 weeks (given that it's stated in your orders page that what you have ordered has been shipped), so I would be patient for at least 2 more weeks before giving out an ultimatum.
  • molukaimolukai
    edited July 2011
    Hey Falanca. Thanks for your input, although I must point out that nowhere do I state that the destination of my shipment is outside of the continental US. For your reference, I am from the state of Ohio.
  • zak256zak256
    edited July 2011
    Hello,
    I want to say that I am a bit disappointed about support handling, too. At first I thought my ordered items were canceled because it said (and still says) so on my purchases page. I wrote three e-mails until I got a short response that indeed nothing was canceled and it is just an error because the items have been removed from the shop.
    So far so good and bad, because up to now (my order was placed June 4th!) *nothing* has changed:
    Your order has been submitted to our warehouse and will ship soon. Please check back later for shipping info.

    The fact that I have to wait 6 weeks because I live outside the US only tells me, that I have to wait about 5-6 weeks AFTER the order has been shipped. And as it says, this still hasn't happened yet.

    I am confident that there are reasons for these delays but the communication policy should really be greatly enhanced here.
  • PatchmolchPatchmolch
    edited July 2011
    zak256 wrote: »

    I am confident that there are reasons for these delays but the communication policy should really be greatly enhanced here.

    I second that.

    Even if we were told for months that orders take time to fulfill. At least we would know someone is taking care of the process.
  • molukaimolukai
    edited July 2011
    Reviewing legal information, the United States Federal Trade Commission states that unless otherwise stated upon purchase, a merchant has 30 days to ship an item.
  • FalancaFalanca
    edited July 2011
    molukai wrote: »
    Hey Falanca. Thanks for your input, although I must point out that nowhere do I state that the destination of my shipment is outside of the continental US. For your reference, I am from the state of Ohio.

    People LIVING in the US also gets their package pretty late as far as I'm concerned. Every bit of information helps I guess.
This discussion has been closed.