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BattleCorps Customer Service

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dlinch

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« Reply #45 on: <03-26-16/1114:23> »
It's the same questions everyone has been asking for years dlinch.

I was just hoping that, since AJ seems to be so on top of it and extremely helpful, maybe he can shed some light on it.

AJCarrington

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« Reply #46 on: <03-27-16/0958:13> »
Not sure that I can really shed any furhter light on this. These issues are not new and steps have been taken to address/improve (updated order management/email system, additional people), but things are still not where they need (my personal opinion) to be.

dlinch

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« Reply #47 on: <03-27-16/1340:28> »
Not sure that I can really shed any furhter light on this. These issues are not new and steps have been taken to address/improve (updated order management/email system, additional people), but things are still not where they need (my personal opinion) to be.

Thank you for the frank words.

I do have to say that Dawn and Randall Bills have both been very helpful.
AJ's easrlier post about the correct email address to use was spot on (Dawn - customerservice.catalyst@gmail.com). I have been assured that my book will be in the mail on Tuesday.

Of note, reading the email exchange between Dawn and Joann (distributor?),. my order was described as a 'lost order.'

AJCarrington

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« Reply #48 on: <03-27-16/1506:59> »
Very pleased to hear that issues are sorting out. ;)

Dragonborne

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« Reply #49 on: <05-08-16/0058:01> »
Mine is still missing in action from last July. Sad part is that mine was sent to the wrong address which resulted in it being heavily damaged by rain. Then a second book was not only sent to the wrong address but it was not the LE that we paid for. The only reason I finally received what I did, was because the other address was family.

AJ was helping me with this but I haven't been bothering with it due to other, more important, problems in my life. Still it does make you angry that you can't get a book, it makes you feel worse when you get ignored.

AJCarrington

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« Reply #50 on: <05-09-16/0751:11> »
Thanks for the update Dragonborne. I'd thought that things had sorted out, but clearly not. I'll reach out again to see what we can shake up...pretty sure I still have all the details you sent my via email.

Dragonborne

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« Reply #51 on: <05-09-16/0815:40> »
Thank you AJ...

Nope, I was just focused on my financial and job situation. After that was settled, my fiance and I have been planning our wedding for this summer. Hopefully they don't send it to the wrong address again. My family moved, so less likely I would be able to get the books that way.

jekcad2

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« Reply #52 on: <05-10-16/2139:36> »
I have been busy myself and so have not complained lately. Still no responses from Catalyst on why my order is still pending. The silence is deafening.

AJCarrington

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« Reply #53 on: <05-12-16/0707:53> »
I received a number of PMs and emails regarding outstanding and new issues...please keep them coming. All of these continue to be passed up the chain...working to get them resolved.

Mycroft

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« Reply #54 on: <05-28-16/1831:17> »
@AJCarrington

It was just suggested another thread to pop in and ask for your help! I preordered both Rigger 5.0 and Hard Targets back in Dec/Jan and haven't received anything. I wrote the customer service email about 3 weeks ago once I saw these books at my FLGS and also haven't heard back. Help?


AJCarrington

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« Reply #55 on: <05-28-16/2345:30> »
@AJCarrington

It was just suggested another thread to pop in and ask for your help! I preordered both Rigger 5.0 and Hard Targets back in Dec/Jan and haven't received anything. I wrote the customer service email about 3 weeks ago once I saw these books at my FLGS and also haven't heard back. Help?

Can you drop me a PM or email with the order details?

AJCarrington

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« Reply #56 on: <07-03-16/1552:35> »
To All

Those who have reached out to me via PM should have received a separate note already. I think that I might have an opportunity to help drive some of these open issues to resolution.

For those who didn't receive a PM (apologies ;)) or those who sent me a email directly, please send me another email with the following:

 - resolved or open
 - if still open, the following:
   -- order number
   -- order details
   -- email address order was placed with
   -- shipping address

Please send the email to ajcarrin@outlook.com

Thanks in advance, John

AJCarrington

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« Reply #57 on: <07-15-16/0739:06> »
An update:

Quote
Catalyst Game Labs’ online ordering—the BattleCorps website—is built on very old code. Thirteen years old, to be specific, which is several generations when it comes to tech. It was enough to get us up and running back in the day, but it developed more problems as time went on—problems we were able to stay on top of with a reasonable amount of time and effort. We got by until this last year, when several changes by our fulfillment center and an attempt to update our software compounded the issues to an extent that we can’t even track down half of the problems it’s now giving us.

At present, a lot of our orders (most, in fact) seem to go through without an issue. But when there is a problem, in some cases we lose all ability to track and reply. We agree this is unacceptable, and we are taking steps to deal with it. We are bringing in a specialist this next week to try to fix our email tracking issue, and we have several days set aside to work on a complete system rebuild using modern software tools.

In the meantime we are trying to get all back orders taken care of as quickly as we can. If any of you are not in communications with someone at Catalyst and feel that your order is outstanding, by all means, feel free to contact randall@catalystgamelabs.com, with the subject BATTLECORPS ORDERING PROBLEM, and he’ll work directly with you and the warehouse in the interim.

Thank you for your patience and support.

Team Catalyst

Shadowwalker

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« Reply #58 on: <09-03-16/2132:58> »
Hey AJ

 any News on my Order Problem?????

AJCarrington

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« Reply #59 on: <09-04-16/1045:51> »
Sorry, I've got your PMs, but have been a little preoccupied this week. I'll get a note off to Randall later today (will copy you) and hopefully you'll see some feedback next week.