Author Topic: BattleCorps Customer Service  (Read 7428 times)

AJCarrington

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BattleCorps Customer Service
« on: (06:49:15/12-18-15) »
As part of the changes being implemented to improve customer service, the contact information for BattleCorps has been updated:

customerservice@catalystgamelabs.com

Please use this email address for any service-related issues (old or new) going forward. As always, if you're running into issues, feel free to drop me a PM and I'll try to run them up the chain.

Fizzygoo

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Re: BattleCorps Customer Service
« Reply #1 on: (19:27:51/12-22-15) »
Thanks, just saw this post. Email sent to that address regarding my orders.
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Fizzygoo

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Re: BattleCorps Customer Service
« Reply #2 on: (18:36:54/12-29-15) »
Details of my missing orders purchased from Battlecorps (order numbers not included, all pdf versions have been received) and the contact history.

The orders


May 27, 1 x Shadowrun: Data Trails (Bundle E), $134.63
May 31, 1 x Shadowrun: London Falling (Book & PDF Combo) and 1 x Shadowrun: Battle of Manhattan (Book & PDF Combo), $59.25
June 10, 1 x Shadowrun: Bloody Business (Book & PDF Combo), $75.98
June 29, 1 x Shadowrun: Chrome Flesh (Bundle E), $139.26

The May 27th order had the following note posted to it:
Quote
Your order has been received, however any item ordered between May 18th and June 1st will not be processed until our shippers return to work following their move to a bigger warehouse. I understand this information is posted on our website.

Processing will begin on June 2nd, 2015. Your items should complete processing at that time and ship accordingly within the days following June 2nd.

Best regards

Dawn

The Contact Attempts



September 15: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
September 24: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
September 29: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
October 13: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
October 19: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
October 21: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
October 28: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.
October 29: Emailed customerservice.catalyst@gmail.com with order details, no reply as of this post.

November 2: PM'd AJCarrington with order details, replied on Nov-3, "Thanks [Fizzygoo]...I have sent this along. Will let you know when I get any feedback."

November 9: PM'd Shadowrun Facebook page with inquiry, replied that day, "I will reach out to them. Can you send information on the relevant order to [Jason Hardy's email]?"

November 9: Emailed Jason Hardy with order details, replied that day, "Thanks for the info, and I'm very sorry about the wait you have experienced. You definitely should have those books. I will get you information as soon as I can."
November 10: Replied to Jason Hardy "Awesome, thank you."
December 2: Emailed Jason Hardy inquiring about order update, no answer.
December 17: Emailed Jason Hardy inquiring about order update, no answer.

December 22: Emailed customerservice@catalystgamelabs.com with order details, no reply as of this post. Posted to this forum.

December 29: Posted missing orders and history of order contact attempts here.
Edit: December 29: Emailed this forum post to Jason Hardy and customerservice@catalystgamelabs.com
« Last Edit: (18:45:04/12-29-15) by Fizzygoo »
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Fizzygoo

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Re: BattleCorps Customer Service
« Reply #3 on: (20:57:51/01-05-16) »
Update:

December 29: PMs from AJCarrington confirming that others have been notified of the missing orders.
January 5: As of this post, no contact or reply from customerservice@catalystgamelabs.com .
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adzling

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Re: BattleCorps Customer Service
« Reply #4 on: (11:22:34/01-06-16) »
How does something like this even happen?
It boggles the mind....
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AJCarrington

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Re: BattleCorps Customer Service
« Reply #5 on: (13:04:30/01-06-16) »
Somewhat at a loss myself...have reached out again.

adzling

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Re: BattleCorps Customer Service
« Reply #6 on: (18:37:09/01-06-16) »
As I have said before, I think you're the only one doing customer service at Catalyst AJ. And you're not even paid! I feel bad for ya ;-0
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AJCarrington

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Re: BattleCorps Customer Service
« Reply #7 on: (11:51:21/01-07-16) »
Credit needs to be given where due...Jason followed up last night with Fizzygoo providing a pretty detailed explanation of the issues and the steps that have been taken place to address.

adzling

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Re: BattleCorps Customer Service
« Reply #8 on: (15:56:33/01-08-16) »
tl:dr Catalyst has fallen and can't get up.
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Fizzygoo

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Re: BattleCorps Customer Service
« Reply #9 on: (14:21:31/01-15-16) »
Update:

January 6: Jason Hardy replies with details on the issues to AJCarrington and myself (confirming AJCarrington's Jan 7th post here), including that Battlecorps is working on the backlog caused by the issue followed with a quick back and forth emailingz that's essentially a 'thanks for the help,' from me and 'thanks for your patience' from him.
January 12: Emailed Jason Hardy, the customer service email, and AJCarrington asking for updates. J. Hardy replied indicating that "our customer service representative confirmed that your information has been sent to our distributors".
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Fizzygoo

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Re: BattleCorps Customer Service
« Reply #10 on: (23:17:24/01-27-16) »
Update:

January 25: Emailed Jason Hardy, the customer service email, and AJCarrington asking for updates. No reply as of this post.
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Sendaz

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Re: BattleCorps Customer Service
« Reply #11 on: (09:11:38/01-28-16) »
I dislike being a naysayer, but I would start contacting your payment handler (paypal, credit card, other) to see what options you have in getting your money back as you are into month 8 on this.

Main problem is usually they expect you to contact them within 3 months of payment date if there are problems, but as you have your log of messages and the shop can not show any attempts at delivery, you may have a possible case for recovering your funds.

As a small business owner myself, I really dislike chargebacks but you have given the company more than sufficient time to address the issue.

If you get your funds back you can then try another supplier like dtrpg, might not have all the solid books you wanted, but you could at least get the pdfs of everything.
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Fizzygoo

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Re: BattleCorps Customer Service
« Reply #12 on: (16:57:51/01-28-16) »
Update

January 28: AJCarrington sent an email follow up (the email had gone to my spam folder this morning which is the first time that happened).

Side note: I'm the guinea pig, the lab-rat, in this experiment to work out (and fix) the issues with the orders. I'm neither angry nor happy about it, but hopeful, patient, and still wanting the hard copies. And, since we're about 8 months into it, it has officially hit the absurdly silly.
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adzling

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Re: BattleCorps Customer Service
« Reply #13 on: (17:01:31/01-28-16) »
Credit to your patience Fizzy.
This would have driven me INSANE.
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Duellist_D

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Re: BattleCorps Customer Service
« Reply #14 on: (19:25:30/01-28-16) »
Sorry, thats just ridiculous and shamefull.