Shadowrun

Catalyst Game Labs => Catalyst's Shadowrun Products => Topic started by: AJCarrington on <12-18-15/0649:15>

Title: BattleCorps Customer Service
Post by: AJCarrington on <12-18-15/0649:15>
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.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <12-22-15/1927:51>
Thanks, just saw this post. Email sent to that address regarding my orders.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <12-29-15/1836:54>
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
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <01-05-16/2057:51>
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 .
Title: Re: BattleCorps Customer Service
Post by: adzling on <01-06-16/1122:34>
How does something like this even happen?
It boggles the mind....
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-06-16/1304:30>
Somewhat at a loss myself...have reached out again.
Title: Re: BattleCorps Customer Service
Post by: adzling on <01-06-16/1837:09>
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
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-07-16/1151:21>
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.
Title: Re: BattleCorps Customer Service
Post by: adzling on <01-08-16/1556:33>
tl:dr Catalyst has fallen and can't get up.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <01-15-16/1421:31>
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".
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <01-27-16/2317:24>
Update:

January 25: Emailed Jason Hardy, the customer service email, and AJCarrington asking for updates. No reply as of this post.
Title: Re: BattleCorps Customer Service
Post by: Sendaz on <01-28-16/0911:38>
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.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <01-28-16/1657:51>
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.
Title: Re: BattleCorps Customer Service
Post by: adzling on <01-28-16/1701:31>
Credit to your patience Fizzy.
This would have driven me INSANE.
Title: Re: BattleCorps Customer Service
Post by: Duellist_D on <01-28-16/1925:30>
Sorry, thats just ridiculous and shamefull.
Title: Re: BattleCorps Customer Service
Post by: Arakos on <02-02-16/0835:19>
Wow, and I thought my experience was bad. I'm still waiting on my preorder of Chrome Flesh, but this is just nuts.

I did get a response to the very first email I sent, which resulted in my order being permanently stuck in "Re-Processing" status. Since then, I've sent a few more emails to try to get things moving, but all have been ignored. I'll try again with their new email address.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-08-16/2153:07>
Update

February 2nd: Sent email (in evening) to Jason Hardy, customerservice@catalystgamelabs.com, and AJ. Jason Hardy responded quickly about addressing customer service with higher-ups the next day.
February 8th: Sent email (6:52 PM PST) to Jason Hardy, customerservice@catalystgamelabs.com, and AJ. =
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-09-16/1854:30>
Update

February 9th: Received 3 reply emails from customerservice@catalystgamelabs.com (one of which cc'd several others including Jason Hardy)  the core of which is a planned Wednesday ship date (with my correct home address in the email to the distributor).
Title: Re: BattleCorps Customer Service
Post by: adzling on <02-09-16/2238:08>
kafka would be proud
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-10-16/1524:15>
Update

February 10th:
•Received email from distributor that:
"Order 141880 – both London and Manhattan shipped with a tracking number [number].  It came over on a spreadsheet on 6/10 with a bunch of other spreadsheets from [Name] that were not previously delivered (I can forward if necessary) it was processed and posted on 7/11 and delivered on 7/17 at 3:09pm. 
Order 141804 – both the LE and regular edition of  Data Trails.  It came over on 7/1.  It was processed and posted on 7/6 and delivered on 7/6."
•Received 2nd email from distributor indicating they had differing address and that they are "going to hold off on sending anything until this address can be confirmed.  Please confirm which address to send the missing books to."
•I replied to "all" with attached screen captures from my account showing the original (and correct) shipping address for all four orders which, for three of them, differed from the billing address.
•Distributor replied with attached csv file showing they had only received the other, billing, address and that "Before I can re-ship the two orders that were previously sent and received (although not by you) I need to have approval from someone at Catalyst."
•I replied, again to "all," with "No worries. I understand. This seems to be the core (but not the totality) of the issue: the website is passing on the billing address as the shipping address (it also defaults the order status as "shipped" immediately upon placing the order and then [via a person on the website-side?] is switched to "processing," as can be seen in the screenshots)."
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-11-16/1753:30>
Update

February 11th:
• I emailed the group email about who I should contact to have review/approve re-shipping the items that had been shipped to the wrong address back in July.
• Distributor replied that they had gotten approval this morning and that the orders "should go out tomorrow" (12th).
Title: Re: BattleCorps Customer Service
Post by: Duellist_D on <02-11-16/2219:49>
. This seems to be the core (but not the totality) of the issue: the website is passing on the billing address as the shipping address (

 :o
Now that is... interesting.
Title: Re: BattleCorps Customer Service
Post by: All4BigGuns on <02-11-16/2223:18>
. This seems to be the core (but not the totality) of the issue: the website is passing on the billing address as the shipping address (

Probably not one I'd run into since I always have both being the same. The question is, why aren't you doing address changes on your account/card rather than using two separate addresses?
Title: Re: BattleCorps Customer Service
Post by: falar on <02-12-16/1112:46>
Probably not one I'd run into since I always have both being the same. The question is, why aren't you doing address changes on your account/card rather than using two separate addresses?
It's pretty common to have all your mail sent to a P.O. Box (Billing address), but only be able to use a physical address for your shipping address.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-18-16/1708:04>
Update:

February 13th: Received group email from customerservice@catalystgamelabs.com with info for the distributor.

February 16th: Distributor emailed me with tracking number.

February 17th: customerservice@catalystgamelabs.com emailed me with (same) tracking number and request that I reply when the shipment has been received.

February 18th: Partial order received. Replied to the group email (including customerservice@catalystgamelabs.com) with "I did not receive the standard (non-Limited Edition) Chrome Flesh and Data Trails books (bother were purchased as "Bundle E" which is "pdf+book+LE Book"). I did receive London Falling, Bloody Business, Battle of Manhattan, and the LE versions of Chrome Flesh and Data Trails. Attached is photo of invoice which agrees with the above (no standard copies of Chrome Flesh and Data Trails shipped)." [included 3 photos, 1 of invoice, 2 of invoice + books delivered, with email.] Before responding I checked my Battlecorps orders on the website, the Bundle description, and the last few emails to the group containing the order information to confirm Bundle E is listed as "pdf+book+LE Book."
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-21-16/1810:53>
Update:

February 19th: Distributor (not Catalyst) replied to my Feb 18th email (including full group email that includes 4 Catalyst game labs emails) about receiving a partial order with, "My understanding is that Bundle E is just the LE and the PDF. I could be wrong, I have been asking Catalyst for a list of their bundles for almost 2 years now. I will send your non-LE versions out ASAP. I am sorry for the mis-understanding." I replied, "That would be great. But I understand if you need to wait to get confirmation."
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-25-16/0529:59>
Update:

February 25th (2:21 AM PST), I sent the following email to the four Catalystgamelabs.com reps and the distributor:

Quote
Hi everyone :)

The Long Form:
Since it's been about 273.3 days since my original order of Data Trails (though it was a pre-order but since the Limited Edition version that I just received has no publication date other than a "2014-2015 copyright" date one can't give a better estimate [but for comedy directed at Jason Hardy, that is 86.3 days more than the Homo sapiens robustus gestation period as listed in the 1st edition Shadowrun corebook (copyrighted 1989)])...

...and about 3.3 business days since my reply to |distributor| at pubservinc.com (with everyone here cc'd)...

... that...

...I understand if |distributor| needs approval from Catalyst that Bundle E for both Chrome Flesh and Data Trails includes standard and LE versions of the print versions of those books...

...and that since I have not received indication either way from Catalyst to confirm or deny that Bundle E for both books includes both versions of said books...

...that |distributor| should feel free to both:
   send me the two, non-limited-edition versions of Chrome Flesh and Data Trails at my shipping address (|Shipping Address|)
   and bill Catalyst for services rendered by pubservinc.com...

...and that...
   should Catalyst not respond by end of business Thursday, February 25th 2016 in the negative

...that by Friday, February 26th, |distributor| should supply me with tracking information (or at least email confirmation) of the shipped, non-limited-edition versions, of Chrome Flesh and Data Trails.


The Short Form:
Since it's been about 3.3 business days since my reply to |distributor| at pubservinc.com that by Friday, February 26th, |distributor| should supply me with tracking information of the shipped, non-limited-edition versions, of Chrome Flesh and Data Trails.

Respectfully,
|me|
Title: Re: BattleCorps Customer Service
Post by: Critias on <02-25-16/0644:20>
*sigh*

Mind if I ask the distributor (you can PM me if you'd prefer)? 
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <02-25-16/0744:45>
Pretty sure he is referring to the company managing the inventory for CGL.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-25-16/1717:54>
Update:

February 25th:
• Distributor (3rd party company, Publisher Services Inc.) responded at 5:47 AM, that the two missing items (non-limited-edition versions of Data Trails and Chrome Flesh) have been sent (no word from Catalyst on my end regarding the clarification of what Bundle E includes for Data Trails and Chrome Flesh).
• Non-limited-edition version of Chrome Flesh was delivered today.
• Replied to distributor (cc'd all catalyst emails that have been included on this on-going conversation) with the following:

Quote

Hi |Distributor rep|,

You, |Distrubtor rep|, have been awesome during this debacle. You, and by extension Publisher Services Inc., have been doing a great job. And of course the one time during all of this that I allowed myself to be impatient (and to be clear, it is impatience with Catalyst and not you nor Publisher Services Inc)...Chrome Flesh was on my doorstep as I headed out to work today. So the non-limited-edition Data Trails is the only missing item now and with your confirmation that it was sent I'll email you when I receive it. :)

[side note...for some reason everything's switched to German language with my email client and its interface. I don't know why. It's going to be a very strange day.]

Kind regards,
|me|

Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <02-28-16/1945:04>
Update:

February 26th: Distributor emailed me (non-cc'd Catalyst) that on their end; the non-limited-edition Data Trails was, mistakenly, not placed on the invoice for the shipment that ended up being just the non-limited-edition Chrome Flesh (which was delivered on the 25th) and so they "will send it out next day so that you will have it on Monday [29th] at the latest."
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <03-01-16/0439:10>
Update:

February 29th: Received non-limited-edition version of Data Trails. Emailed the group email the following:

Quote
Received non-limited-edition version of Data Trails today (yesterday, but I work evenings and just got home, so 29th Feb, 2016), which completes all outstanding orders from Battlecorps/Catalyst.

Thank you,

I'd like to extend my thanks to AJCarrington, Jason Hardy, the person behind the Shadowrun Facebook page (never got their name), and especially the distributor rep for their help in opening and/or keeping open lines of communication to get these orders fulfilled. Thank you! :)
Title: Re: BattleCorps Customer Service
Post by: Critias on <03-01-16/0619:18>
That was a roller coaster ride with entirely too many twists and turns.  FWIW, I'm sorry about this whole cluster.
Title: Re: BattleCorps Customer Service
Post by: Arakos on <03-01-16/0924:49>
Honestly, I'm surprised you managed to get a response at all, let alone a whole conversation. I've still been trying to get a response from them since around October with no luck. Looks like the same email you were in contact with, so at least I know someone is reading them. Maybe.

Seriously though, would it be so hard to have an auto reply or something, just so people know that their emails have been received?
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <03-01-16/1444:49>
Honestly, I'm surprised you managed to get a response at all, let alone a whole conversation. I've still been trying to get a response from them since around October with no luck. Looks like the same email you were in contact with, so at least I know someone is reading them. Maybe.

Seriously though, would it be so hard to have an auto reply or something, just so people know that their emails have been received?

Feel free to drop me a note with the order details and I'll kick the process off again.
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <03-11-16/2020:51>
Yay! Books!  (http://fizzygoo.com/ita/sr-collection.jpg)Can't wait to add Market Panic and Rigger 5.0 to the collection!
Title: Re: BattleCorps Customer Service
Post by: Sendaz on <03-11-16/2120:15>
Yay! Books!  (http://fizzygoo.com/ita/sr-collection.jpg)Can't wait to add Market Panic and Rigger 5.0 to the collection!
woohoo!

enjoy the reading, there will be a quiz afterwards. ;)
Title: Re: BattleCorps Customer Service
Post by: Fizzygoo on <03-11-16/2132:15>
You put together the quiz, Sendaz, and I'll take it!  :)
Title: Re: BattleCorps Customer Service
Post by: daclown on <03-13-16/1406:35>
Yay! Books!  (http://fizzygoo.com/ita/sr-collection.jpg)Can't wait to add Market Panic and Rigger 5.0 to the collection!

That's one hell of a collection. Congrats! :D
(i'm a bit jealous.)
Title: Re: BattleCorps Customer Service
Post by: Da Profezzur on <03-21-16/1421:02>
Hi there !
I'm joining in since it seems reaching Catalyst/Battlecorps Customers service is a mess...
I'm part of the unlucky ones, and I hope someone will help me reaching the good persons.
This is the second time in one year that I have the same problem: I place an order, pay it, and then ... poof ! nothing ...
The status of the order stays stuck in "pending".
I tried to reach Battlecorps using the contact form on their website -> no answer
I tried to write Randall Bills (who helped me solve my problem last year) -> no answer
I tried to write directly Catalyst using the adress customerservice@catalystgameslab.com -> no answer
.......
Well, as I read, I'm not the only one to have had problems like this. How can this be ??
This time my order is number #148044, 7 march 2016, 383,52$

I don't know what's happening but it's getting me mad !
Can someone help me reaching the right people (and kick some asses by the way) ??
Thanks a lot, I don't know what to do else...
Title: Re: BattleCorps Customer Service
Post by: adzling on <03-21-16/1842:19>
AJ Carrington come in AJCarrington.
You are our only hope....
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <03-21-16/1943:18>
Hi there !
I'm joining in since it seems reaching Catalyst/Battlecorps Customers service is a mess...
I'm part of the unlucky ones, and I hope someone will help me reaching the good persons.
This is the second time in one year that I have the same problem: I place an order, pay it, and then ... poof ! nothing ...
The status of the order stays stuck in "pending".
I tried to reach Battlecorps using the contact form on their website -> no answer
I tried to write Randall Bills (who helped me solve my problem last year) -> no answer
I tried to write directly Catalyst using the adress customerservice@catalystgameslab.com -> no answer
.......
Well, as I read, I'm not the only one to have had problems like this. How can this be ??
This time my order is number #148044, 7 march 2016, 383,52$

I don't know what's happening but it's getting me mad !
Can someone help me reaching the right people (and kick some asses by the way) ??
Thanks a lot, I don't know what to do else...

Could you drop me a PM with your email address and the order details?
Title: Re: BattleCorps Customer Service
Post by: dlinch on <03-26-16/0738:18>
After reading these forums, as well as similar complaints on the Battletech forums, I really appreciate the work that you are doing AJ to try and salvage customer support. I am having similar issues with my Hard Targets (Deep Shadows Sourcebook) order and have grave concerns about my Rigger 5.0 pre-order. After numerous emails to various customer service email addresses, I managed to find an address for and email Randal Bills. I actually got a response from him 11 days ago. I emailed him (and every other email address I have concerning catalyst games) again today since my book still hasn't arrived.

While I appreciate you looking into people's issues personally, I am not posting to ask for help. I am posting to ask a question: Why is the customer service so bad? I have been going back through the forums and have seen posts from 2012 complaining about the customer service. Four years and the customer service is just as bad. 
Title: Re: BattleCorps Customer Service
Post by: dlinch on <03-26-16/0743:45>
Yay! Books!  (http://fizzygoo.com/ita/sr-collection.jpg)Can't wait to add Market Panic and Rigger 5.0 to the collection!

The big question I have: are you going to order them through the Battleshop?  :o
Title: Re: BattleCorps Customer Service
Post by: adzling on <03-26-16/1108:29>
It's the same questions everyone has been asking for years dlinch.

Title: Re: BattleCorps Customer Service
Post by: dlinch 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.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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.
Title: Re: BattleCorps Customer Service
Post by: dlinch 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.'
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <03-27-16/1506:59>
Very pleased to hear that issues are sorting out. ;)
Title: Re: BattleCorps Customer Service
Post by: Dragonborne 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.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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.
Title: Re: BattleCorps Customer Service
Post by: Dragonborne 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.
Title: Re: BattleCorps Customer Service
Post by: jekcad2 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.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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.
Title: Re: BattleCorps Customer Service
Post by: Mycroft 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?

Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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?
Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <07-15-16/0739:06>
An update (http://www.shadowruntabletop.com/2016/07/ordering-issues/):

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
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <09-03-16/2132:58>
Hey AJ

 any News on my Order Problem?????
Title: Re: BattleCorps Customer Service
Post by: AJCarrington 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.
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <09-05-16/1529:05>
Thank you
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <10-06-16/2216:52>
any News?
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <10-07-16/0921:45>
Sorry, no. :-[
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <10-13-16/2028:55>
ARRRRGGGGG!!!!!!
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <10-21-16/2236:24>
Got a note from Randall today...things should be starting to move.
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <10-24-16/2055:43>
Thanks for the update
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <10-29-16/0014:42>
Ship Ship Ship Ship Ship
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <10-29-16/0723:09>
Sent you an email.
Title: Re: BattleCorps Customer Service
Post by: Shadowwalker on <11-02-16/1939:15>
Thank You The Package arrived today
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-04-16/0640:14>
Excellent!
Title: Re: BattleCorps Customer Service
Post by: neoravencroft on <11-16-16/2304:19>
I ordered the 2nd printing of the Street Grimiore on November 4th and I haven't received my order yet. I looked on the BattleShop site and the order was still listed as "pending". WTF? The oder number is #153016 if that helps any.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-18-16/0619:30>
Have you sent an email to customer service, by chance?
Title: Re: BattleCorps Customer Service
Post by: neoravencroft on <11-20-16/1225:54>
I have. It's been a week still and haven't had a response yet.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-21-16/1825:02>
Can you shoot me a PM with you email address?
Title: Re: BattleCorps Customer Service
Post by: neoravencroft on <11-21-16/2019:57>
PM has been sent.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-22-16/0802:25>
Got it, thanks!
Title: Re: BattleCorps Customer Service
Post by: Shadowjack on <11-24-16/0152:45>
If I preorder Anarchy from battleshop, when will I get it approximately? Do they have it before other retailers? I'm very leery about shopping there.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-24-16/0845:36>
Unfortunately, not something I can really answer, but I don't think BattleShop gets/ships new releases any prior to standard distribution.

I tend to purchase my hard copies either at my FLGS or from online stores like Cool Stuff Inc and Miniature Market. They price extremely aggressively and have pretty good tools for tracking your order and shipment and I've had really good experiences with them. Given that the street date is Nov 30, you should see this in the channel starting this weekend.
Title: Re: BattleCorps Customer Service
Post by: Shadowjack on <11-24-16/1535:30>
I like Cool Stuff inc a lot, I've had really good success shopping there. Miniature Market I discovered recently but wasn't sure about it, glad to hear that it's a quality shop. Thanks for your help!
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-25-16/0721:29>
I like Cool Stuff inc a lot, I've had really good success shopping there. Miniature Market I discovered recently but wasn't sure about it, glad to hear that it's a quality shop. Thanks for your help!
Not a problem...be sure to check your pricing...in general MM tends to be a little cheaper, but not always ;)
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <11-29-16/1532:35>
It looks like the old Battleshop is gone, all hail the new Catalyst Game Labs Store (https://store.catalystgamelabs.com/).
Title: Re: BattleCorps Customer Service
Post by: Mephisto on <11-29-16/1839:08>
Here's hoping...
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <11-30-16/0629:06>
All BattleCorps customers should have received a couple of email now. You'll need to go on and create a new account, but your order history should be pulled in over the next week or so.
Title: Re: BattleCorps Customer Service
Post by: neoravencroft on <12-01-16/0015:30>
I haven't received any email about the changes, but I'll go ahead and make the account anyways.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-01-16/0735:09>
Be sure to check out the FAQ (http://www.catalystgamelabs.com/2016/11/30/new-catalyststore-launches/) posted earlier this week. Things are 100% yet, but the new store is really nice (IMHO) and reflect a huge improvement over the old BattleShop.
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <12-01-16/0853:21>
the new store is really nice (IMHO) and reflect a huge improvement over the old BattleShop.

Yes, it looks much better and easier to navigate too.
However the main issue with the Battleshop was the handling of orders and communication. Here's hoping these problems of logistics are being addressed too, else it would be like wasting fresh paint on a crumbling house.
I made an order, so we'll see how it works out :)
Title: Re: BattleCorps Customer Service
Post by: The Tekwych on <12-01-16/1054:51>
FYI, the Battlefront link at the CGL main page still goes out to the redirect link then back to the new CGL store. Its not a big deal but comes across as a bit unprofessional.
Title: Re: BattleCorps Customer Service
Post by: Arakos on <12-01-16/1333:06>
the new store is really nice (IMHO) and reflect a huge improvement over the old BattleShop.

Yes, it looks much better and easier to navigate too.
However the main issue with the Battleshop was the handling of orders and communication. Here's hoping these problems of logistics are being addressed too, else it would be like wasting fresh paint on a crumbling house.
I made an order, so we'll see how it works out :)
I've already had more luck with contacting the new shop than before. As soon as I saw the email for the new store, I sent an email back asking about my order from a year ago. Got a response within the day, which came as a pleasant surprise. If my book shows up, then I would definitely say they've improved.
Title: Re: BattleCorps Customer Service
Post by: Arakos on <12-19-16/0703:38>
Just a quick update, my book finally showed up this weekend! After over a year of waiting, it's finally here. Just one quick email to the new store's customer service and it was shipped out. If you're still having issues with an order, definitely try contacting them again now.
Title: Re: BattleCorps Customer Service
Post by: Solracd on <12-19-16/2032:31>
I guess I'm not as lucky.

I ordered SR Master Index (download) during the opening weekend and they have yet to let me download....Yeah...DOWNLOAD.  That 'seemed' like an easy thing.  But hey...the money disappeared immediately... ::)  At least their billing works...sigh...

I've sent emails but have yet to be successful.

Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-19-16/2224:19>
@Solracd - I double checked my account...the download doesn't seem to be active. To confirm, you've sent an email to store@catalystgamelabs.com? I sent a couple and have always got a response (within a couple of days).
Title: Re: BattleCorps Customer Service
Post by: Mephisto on <12-20-16/0752:09>
I'm in the exact same boat with the same item.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-20-16/0930:31>
Thanks Mephisto. I've dropped a note to Randall and the store team to make sure they're aware of the issue and see if there are any updates I can pass along. Will advise.
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <12-20-16/1013:27>
Same here with my order Anarchy (Limited Edition) Book & PDF Combo.
Three weeks after passing the order, I have no link to download the PDF, no info regarding when my order will ship, and no answer to my last couple of emails.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-21-16/1244:53>
Noted Marzhin, thanks.
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <12-27-16/0647:36>
The latest newsletter makes it clear that the new store was far from ready for launch, and judging by the amount of work described, won't be for several weeks at best (and that's just taking into account the work on Catalyst's side, as the people managing their warehouse need to update their process badly as well).
In my case, it's been one month since my order and I still have no link to download my PDF, no info on shipment times and even no info on shipping costs ::)
I have therefore decided to cancel my order and demand a refund. I just sent the email.
I understand it's not easy to launch a new store and might give them another chance in a few months, if I read good customer feedback on the internet.
Title: Re: BattleCorps Customer Service
Post by: Longshot23 on <12-27-16/1205:16>
What are the requirements for switching from Battleshop to CGLStore? I'm not sure I ever got advised.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-27-16/2144:53>
There are no requirements...your account data should migrate over. You will need to create a new account on the CGL Store, ideally with the same email you used with BattleShop.
Title: Re: BattleCorps Customer Service
Post by: Longshot23 on <12-28-16/0509:45>
Thanks muchly - got it sorted.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-28-16/0702:37>
Excellent! ;)
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <12-29-16/1335:06>
For those who didn't get the email:

Catalyst Store Holiday Update (http://us14.campaign-archive1.com/?u=86f02388e70d197ef9ebaf7cc&id=a7335f9051)
Title: Re: BattleCorps Customer Service
Post by: sorcererblob on <01-04-17/1519:28>
Over the past month I've contacted customer service and CGL through a variety of methods, including this forum, directly on Twitter, and through several different email addresses.

I've yet to be given a single reply.

I pre-ordered the Shadowrun: Anarchy combo (book and PDF) on the old store back in October and was made aware of the book street date of 11-30. I waited patiently for shipping notifications or the book to show up at my door in the hopes that it would arrive before the holidays for some family gaming. No dice.

Instead, I've been ignored every time I've tried to reach out. I've been patient, I've been polite. I just want a response and some acknowledgement.

I still greatly anticipate and can't wait for the book, despite a textbook example of bad customer service. I have no idea what's going on behind the scenes, and would be much more understanding if CGL had just communicated with me at some point. I shouldn't have to try and hunt down information for what's going on all over the internet.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-04-17/1658:47>
@sorcerorblob - can you send me a PM with the order details and a brief summary of our attempts to reach out to CGL? I'll pass along to Jason and Randall to see if we can get something sorted.
Title: Re: BattleCorps Customer Service
Post by: Mystic on <01-04-17/2107:44>
I've also made a purchase. I got half of my order after fifteen days when I paid for priority shipping. I've also sent a message asking for some kind of confirmation. But I've also got nothing in reply.
Title: Re: BattleCorps Customer Service
Post by: sorcererblob on <01-05-17/1226:44>
@sorcerorblob - can you send me a PM with the order details and a brief summary of our attempts to reach out to CGL? I'll pass along to Jason and Randall to see if we can get something sorted.

Sent you a message. Thanks!
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-05-17/1706:33>
Got it and have passed along. ;)
Title: Re: BattleCorps Customer Service
Post by: Solracd on <01-05-17/1919:32>
AJCarrington:

Hi!  The long holiday season is done.  Yes, I even got a reply saying they could see the problem and were working the issue.  It was odd, they called me 'amigo'...no biggie...

I just checked and emailed them (again x3) but the link is still not active and I've had no further responses.

Regrettfully, this is why I usually avoid that gamestore but the sale was awesome.  DriveThru has never failed me...not once.

I want to believe ... but they make it hard... :(
Title: Re: BattleCorps Customer Service
Post by: sorcererblob on <01-09-17/1606:09>
Hey AJ,

Still have not heard anything from anyone at CGL regarding my order.

I appreciate your hard work and thank you for reaching out to them on my behalf.
Title: Re: BattleCorps Customer Service
Post by: sorcererblob on <01-12-17/2119:34>
Still nothing.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-12-17/2213:25>
I haven't heard anything either, unfortunately. Will ping people again.
Title: Re: BattleCorps Customer Service
Post by: Solracd on <01-13-17/2255:55>
AJCarrington,
I received an email this week that said the problem is cleared.
I successfully downloaded my Core Book!!
Thanks!
Sol
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-14-17/1031:03>
Excellent news, thanks for the update!!
Title: Re: BattleCorps Customer Service
Post by: sorcererblob on <01-16-17/1643:43>
A Partial Update:

Finally got a response from CGL directly. They've sent along my email to the person in charge of order shipment. Fingers crossed I get my order soon. Hopefully.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-17-17/1120:16>
Fantastic! Please keep us updated.
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <01-21-17/1237:24>
It's been three weeks and yet I have received no answer nor confirmation that my demand for the cancellation and refund of my order has been acknowledged, even less taken into account... :(
I just sent yet another email...
(As a reminder, I passed this order for the Anarchy LE pdf + book combo two months ago, and never received any link to download my PDF or info on shipping date or even costs.)
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <01-26-17/0928:12>
So... one month ago I requested the cancellation of my order and asked for a refund.
Since then, I re-issued this demand several times, both by email and with the new form (https://store.catalystgamelabs.com/pages/shipping-refunds) available on the website. I never received an answer acknowledging this request. The best I got were generic emails thanking me for my patience and telling me the store would soon be fixed.
Yesterday, however, I received an email informing that... my order has been shipped. Despite asking repeatedly for its cancellation and refund, and never getting any info about shipping methods or costs.  ::)
At this stage I'm half-expecting it to have been sent in 'cash on delivery' mode...  :-\
Title: Re: BattleCorps Customer Service
Post by: Marzhin on <01-28-17/0821:29>
It took me posting on Facebook about my problems, but someone from customer service finally got in touch with me.
Title: Re: BattleCorps Customer Service
Post by: AJCarrington on <01-28-17/0923:28>
For reference, posted on the CGl FB page yesterday:

Quote
It may not be apparent yet, but catalyst game labs has invested a great deal of time and resources into an all new website.

That kind of migration causes many problems that need to be fixed. Everyone who ordered during our relaunch has helped us identify and fix a large number of problems.

Thanks to our customer base we have now resolved over 90% of all PDF ordering and delivery issues, and as of this week we expect to accomplish the same in all physical book ordering and deliveries.

For those of you worried that your emails are not being reached. We are reaching out to people through our email store@catalystgamelabs.com. We will admit we are going slower then we would want when trying to get answers to you all. But we ask that you give us your time to get through all 414+ emails that are each a customer with their own unique needs or errors. We will get to you all.
Title: Re: BattleCorps Customer Service
Post by: Shadowjack on <05-15-20/2023:25>
Emailed support a week or two ago, no response. This is sadly how things used to go in the past and why I stopped ordering from them directly, but my Prime Runner Edition of crossfire has a damaged tray, missing dragon clips, and I ruined some character screens by using dry erase markers as the book said I'd be fine to do. Then I buy High Caliber Ops and the stickers are not the appropriate size of the Prime Runner Edition character screens. This is so discouraging. The game even advertised laminated runner screens and I don't have those either.