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Tales Deluxe edition not shipping?

Eddiejo6Eddiejo6
edited August 2011 in Shopping or Activation Support
Hi!
I have orderd the deluxe edition of TOMI, and i placed the order on the 10th of june and to this day it still says: Your order has been submittet to our warehouse please check back later for additional shipping info How long can this go on for? I don`t want to complain but im getting worried that there may been a problem with my order. Thank you in advance.

Comments

  • Riku64Riku64
    edited June 2011
    Same thing I just bought the deluxe version of TOMI, which while I was ordering said it was available, NOT "On Hold", after paying shipping, I find out that it says "On Hold" now, what gives? Why am I paying shipping for something that's not even going to ship? :mad:

    UPDATE: Sorry about earlier, I'm an impatient guy, order shipped today, tracking number issued! :) Thanks Telltale!
  • RoseTintedGlassRoseTintedGlass
    edited June 2011
    I'm in the same boat and my order was placed on June 5th. I very politely e-mailed on the 11th about the fact that the order still hasn't shipped, and received a reply that it was "packed and ready to ship" and "should" ship within 5 business days.

    That fifth business day would be Monday, "within" doesn't typically imply at the last possible moment of a deadline, and I have received no communication about this from Telltale other than the one sentence response to my original inquiry.

    This has been one of the worst experiences I have ever had shopping online, and could have easily been prevented with good customer service and communication.

    Attracting people to your site with a major sale that your infrastructure can't support is going to leave a bad taste in many people's mouths, and as my first impression I don't plan on shopping here again if this is how issues are dealt with.

    I would recommend some sort of compensation to people who have been effected as a "Thank you for your patience!" or "Sorry about the wait!" gesture, because I'm probably not the only person having this first experience with shopping on your site.

    EDIT: For the sake of clarity, my purchase was the Sam & Max collection, but the problem doesn't seem to be isolated.
  • campbell828793campbell828793
    edited June 2011
    It was mostly bad timing on their part, from what I can tell they just went through a major overhaul on their shipping/store systems a few months ago, so maybe the sale was a test of the new system more than anything else. I'm having the same issue (also includes Sam and Max the Complete Animated Series for me on hold). E-mailed awhile back and posted a topic that no staff member bothered to respond to...I think they just didn't expect such a massive response.

    Edit: Order was processed on June 7th, and mine just says it's still on hold....
  • RoseTintedGlassRoseTintedGlass
    edited June 2011
    I've spent many years in customer service, so I'm trying very hard not to spiral into one of "those" customers, but the fact that we are here speculating on why the situation is so bad is a perfect example of how poorly this is being handled.

    If they weren't sure if their new systems were up to snuff they probably shouldn't have initiated the biggest sale they've ever had, but this is all speculation because they have said absolutely nothing to me about why my order has now taken fifteen days to ship, and unless they blatantly lied to me, has been sitting packed and ready to go for five business days.

    As I stated in my last post, this is going to draw in a massive amount of new customers, and souring them on their first experience with your store is going to hurt what potential growth that could have led to.

    At this point I don't even know if an apology gesture would patch things up for me personally. This whole thing has just been ridiculous.
  • wheresmybookwheresmybook
    edited June 2011
    Yeah I placed an order on the 5th of June and it's still "submitted". I'm in no hurry so I can wait (and am in England so accept that may add to the delay), but some sort of update, maybe a "we're aware of the problems", just to ease people's minds, would be good.
  • Eddiejo6Eddiejo6
    edited June 2011
    Hey!
    I got an awnser from coustumer support. the ware house got too much orders so they can`t update manually, so if u wanna know if it`s shipped or not ask coustumer support and provide your order number. They will tell you if it`s shipped or not. Thanks Ferenc
  • Riku64Riku64
    edited June 2011
    Just got a tracking number, shipped out today, My TOMI Deluxe Edition and Sam & Max Paperback is on it's way! :)

    Thanks Telltale!
  • wheresmybookwheresmybook
    edited June 2011
    Mine is shipped! Sorry for being impatient Telltale :(
  • Riku64Riku64
    edited June 2011
    Just got TOMI Deluxe Edition and my Sam & Max Paperback, Arrived packaged perfectly, nothing damaged! :)

    Thanks Telltale! :D
  • redakdalredakdal
    edited August 2011
    so what a minute, I ordered my tales Deluxe Edition this saturday, because of there new warehouse change, will I have to wait weeks till I get my order?

    should I wait for the dvd or just download all of Tales episodes? I was going to wait, but if the wait is too long I might as well download all of them
  • Macfly77Macfly77 Moderator
    edited August 2011
    redakdal wrote: »
    so what a minute, I ordered my tales Deluxe Edition this saturday, because of there new warehouse change, will I have to wait weeks till I get my order?
    The Deluxe Edition is discontinued (and has been for over a month), so you probably ordered the standard edition.
    The warehouse change should be completed by now and Telltale started shipping again at the beginning of the month, so you should definitely not have to wait weeks for your order.
    Feel free to download, though (if it were me, I couldn't bear to wait, even a day!).
  • redakdalredakdal
    edited August 2011
    oh your right!!, well all I really care about is the dvd anyway with all the extra's anyway with the concept art and commentary , the good stuff
  • redakdalredakdal
    edited August 2011
    update: I got my dvd of tales today, but for some reason the website didn't update my account and invoice, but it WAS shipped on the 22nd, just wanted to let everyone know that, because it seems the site didn't update me on any news of my order

    but yea I got it today :)
This discussion has been closed.