Telltale, we can agree, is a smaller company. Because of this, their service can be a bit slower. Though their service can be called slow, it cannot be called "the worst you've ever seen." They folks are friendly and truly care about you getting your hands on your miscellanea. I've myself had problems with purchases, but they fix them as soon as they can (which might be a bit to slow for you, but, hey, they do their best) and the continue with each customer until they are certain everything is perfect (which adds to the waiting time, sure, but is [in my opinion] worth it.)
So, to wrap up what I didn't say, I'm sorry for any delay. I personally apologize on behalf of the Telltale team. I'm sure Bonnie or Amy will stop in here to check and make sure everything is alright.
But seriously. Dissing a sale? I would rather wait longer and save a bundle than spend a ton and get it immediately. And there are ways to file complaints without being rude. So, please, try to be friendly.
Telltale, we can agree, is a smaller company. Because of this, their service can be a bit slower.
You can tell this person joined in 2009, and possibly never even had the chance to interact with Emily. In 2008, the carbon lifeform known as "Emily" was, ostensibly, a single person. However, to this day I find it hard to believe that "Emily" was not merely an alias utilized by a team of 20 'round-the-clock PR people/customer service reps/forum mods who had gotten very good at playing a character that was, in every conceivable way, absolutely charming. Much of the reason I started to post in the forums, much of the reason I started to care about the COMPANY early on, was due to the fact that my customer service experience with Telltale was, frankly, the very best that I'd ever had with any company run by more than five or so people.
In comparison, the company as of today has something of a....."lesser" track record.
You shouldn't apologize on behalf of the company. It's not your fault.
Seeing your post count informs me that you are not a forum regular. Let me inform you. I rule these forums with an iron teddy bear. I do want I want. say what I want, drink what I want, and apologize for whomever I want.
I'm also frustrated. I, too, remember when Telltale had the best customer service I'd encountered (this was back in the Sam and Max season one and two days). I've even stopped myself from buying many of their games on Steam and got them here instead to better support Telltale as a company.
But this is ridiculous.
A full month with no news, no tweets, no real information about shipping problems. I know a lot of us have a lot of goodwill built up, TomPravetz included, but if a company can't work out problems like this and pretends they aren't happening in the community, then it's the COMMUNITY'S every right to spread the word. We aren't being heard or acknowledged. Why shouldn't people be allowed to complain about poor customer service?
As a customer from outside the US, I paid a LOT of money for Telltale's "economy" shipping. More money than Telltale would realistically need to mail out some merch. If this is how customer's will be treated from now on, I'll just buy whatever Telltale junk I need off Amazon and eBay. At least it'll arrive in good time.
I am a little bit worried I'll never get my first order, (since it was a larger order and I ordered it quite a while ago), since I got my second order aaaagggesss ago. (Max hat and Ode book)
I've only bought two physical items from the Telltale store and I got them really quickly. This is probably because I was living so close to the Telltale warehouse that I could have driven over and picked up my order personally.
Okay, let's set the record straight right now, because certain people are acting as though they're rabid fanboys...
It is absolutely correct to complain as a customer given what appears to be going on here in regards to people's orders. If the accusations are true (and I have no reason to doubt that they aren't) then people are spot on to take exception to crappy business practices.
Seriously, this shouldn't even need pointing out! :rolleyes:
P.S. Seeming as this forum section is called "TellTale Customer Service", I don't see why the "tale" in TellTale shouldn't be capitalized. Either way, does it really matter?! Some people really piss me off sometimes with their "holier-than-thou attitude".
From the way I see it, Telltale's just going through a weird growth spurt in Game Company puberty. They seem to be going from small company to mid-sized, more prominent company right now, which means that they could be over staffed in one department while understaffed in another. The fact that they got rid of all of their items in their store sounds a lot like when other stores get rid of all their stuff when they're trying to move. Who knows? Maybe they're trying to fix the shipping issue once and for all.
While I do agree it does stand to be said, to go to the absolute extreme and calling them the worst, even if it's true for you, sounds a bit reactionary. And reactionary stuff tends to be ignored or viewed as "self-entitled". Trust me, I'm studying hospitality, and even in our textbooks it warns us that the idea that "the customer is always right" is false.
From the way I see it, Telltale's just going through a weird growth spurt in Game Company puberty. They seem to be going from small company to mid-sized, more prominent company right now, which means that they could be over staffed in one department while understaffed in another. The fact that they got rid of all of their items in their store sounds a lot like when other stores get rid of all their stuff when they're trying to move.
That's not the customer's problem. That's TellTale's problem.
While I do agree it does stand to be said, to go to the absolute extreme and calling them the worst, even if it's true for you, sounds a bit reactionary. And reactionary stuff tends to be ignored or viewed as "self-entitled". Trust me, I'm studying hospitality, and even in our textbooks it warns us that the idea that "the customer is always right" is false.
You're correct in saying that the customer isn't always right and I appreciate that you're studying hospitality but as someone who's taken a 3 year course in Intermediate and Advanced GNVQ Business Studies (and passed with a merit); I can tell you that TellTale is not in the right in this instance.
So, yes... "The customer isn't always right".
Equally... "TellTale isn't always right".
If TellTale is all too happy to take orders and money from customers then they should damn well expect reactionary responses from customers should they fail to fulfill their obligation. It's not even a flase case of self-entitlement as people are entitled to receive their orders.
TellTale are a business, not a charity and as such paying customers should not be expected to take a softly-softly approach when venting their anger at the disgraceful situation. Although, I will concede that the line is to be drawn at throwing personal insults TellTale's way. However, I've seen no evidence of this occurring, so as far as I'm concerned; fair game.
I didn't say that telltale wasn't at fault, but rather that we should look at this from a rational perspective and act accordingly. AKA: put in a formal complaint to the company itself instead of overacting and being reactionary on the forums that most of the company doesn't read 24/7.
And if that doesn't work, I doubt posting it on their forum will do much help either way.
...put in a formal complaint to the company itself instead of overacting and being reactionary on the forums that most of the company doesn't read 24/7.
Very good point. Although, let's face it; 50% of forum posts are people venting their anger. It's a therapeutic release.
However, as you stated; people who are displeased with the (lack of) service from TellTale should send an e-mail to the relevant department.
Considering this, I'm pretty sure they realize that they need more customer support representatives. Especially when there's currently only one taking the entire load.
Again, to say that Telltale is in the right isn't being truthful, but to say that they aren't paying attention isn't either.
If they're doing something about it that we don't know about, how does that even matter from my perspective as a customer? How am I supposed to know?
Again, to say that Telltale is in the right isn't being truthful, but to say that they aren't paying attention isn't either.
They could just not be looking to fill more spots at all. Or not be moving warehouses like they're obviously doing. Should they be talking about more? Yeah, they should. And you should put in a formal complaint about that. That doesn't mean they're not doing anything.
Sitting around on a forum complaining about it doesn't really do anything.
Well, it won't help you receive the desired result in this specific case. If your desired result is simply venting, then cool! Congrats. If your desired result is actually having them tell you what's up, then you're really not accomplishing anything.
Also, I'm not sure why you think my reasoning would discount talking on a forum. If your goal is socializing with people with a central interest that you wouldn't find in great numbers in person, then forums are a great way to go.
Funnily enough, I've had great support from them, and even gotten a refund on a pre-order after I had used part of it (granted, that part didn't work, but there was no way for them to confirm that it wasn't working so they had to trust me).
I'm not sure why you think my reasoning would discount talking on a forum. If your goal is socializing with people with a central interest that you wouldn't find in great numbers in person, then forums are a great way to go.
If it is one's aim to merely vent some anger then, like you implied... mission accomplished. Therefore it is valid.
If one's aim is to socialise and have fun and one achieves that then it is also valid.
If you claim that there's no point in posting anger on this forum, then by that reasoning there's no point in socialising as it supposedly doesn't achieve anything either.
And by that logic; why do anything... ever!
P.S. As much as I may have previously got this thread back on topic. I've now managed to once again derail it. My apologies.
My point was that if he wanted to make it so that Telltale would actually do something about his concerns, the best way to go about it is by sending them a formal complaint, not posting on the forums.
That's like sticking a note with your complaint in someone's medicine closet and hoping that they notice on the off chance that they look in there that day instead of just talking directly to them.
Or email Amy herself. If not, then I don't think there's much else you can do. Then you're more than welcome to just vent on the forums, just don't expect it to be more effective than your previous method.
That's like sticking a note with your complaint in someone's medicine closet and hoping that they notice on the off chance that they look in there that day instead of just talking directly to them.
You mean to say that's not the way to go about such things?! No wonder I've had no response from my Doctor!
I say we spread the word. Give a story tip to Kotaku, RockPaperShotgun, Destructoid etc. Post on Facebook or Twitter about the issues. Even post on this forum about issues more frequently and in more visible boards. This is unacceptable, but unless we bring notice to the issue, Telltale can keep it contained in their tiny little "support" forum where no PR damage can be done. Please spread the word and make sure we receive what we paid for.
If Amy or Telltale won't reply to your queries, make them listen by making this public. You have every right to make yourself heard whatever way you can.
You can tell this person joined in 2009, and possibly never even had the chance to interact with Emily. In 2008, the carbon lifeform known as "Emily" was, ostensibly, a single person. However, to this day I find it hard to believe that "Emily" was not merely an alias utilized by a team of 20 'round-the-clock PR people/customer service reps/forum mods who had gotten very good at playing a character that was, in every conceivable way, absolutely charming. Much of the reason I started to post in the forums, much of the reason I started to care about the COMPANY early on, was due to the fact that my customer service experience with Telltale was, frankly, the very best that I'd ever had with any company run by more than five or so people.
In comparison, the company as of today has something of a....."lesser" track record.
Absolutely. I asked if I could buy copies of the original Bone games (they changed some things, I can't even recall what anymore), and she replied saying the had some copies of one of them still laying around... but that it might not work anymore because of the DRM.
In any case, they sent me one for free - I didn't even have to pay the shipping.
I must say that I've only have good experiences with support recently, like when my Devil's Playhouse DVD didn't work properly, they sent me out a new copy for free inc. shipping to the UK. The only real problem I had was I think with the 'order fulfilment centre' which didn't send out my Sam & Max TV series DVD with the rest of the order it was part of but a few messages to support got it sorted and I got my DVDs.
They hate it when you do that. Or at least I think they do...
In a world full of pain, violence, death, famine and general injustice... I can totally see how one could focus their hate upon the mis-typing of a games company's name. Yeah, totally.
I just want to make a post in here and say that I find myself in a similar situation that caenicus and others seem to be. While I can honestly say that I am in no rush to receive my order, it is pretty ridiculous that there has been virtually zero response from TellTale in regards to the lack of communication.
Like caenicus said, a simple mass e-mail or blog post would go a long way in alleviating the concerns many people have. To be honest, I probably wouldn't be as upset as I am if the money wasn't already taken out of my account.
Anyway, I'm not too sure what else I can say that hasn't already been said already. I guess I just want to make it known that I am yet another customer that wishes there was more communication.
To be honest, I probably wouldn't be as upset as I am if the money wasn't already taken out of my account.
Woah, so they've actually taken the money out of your account?!
I'm fairly certain that after a certain period of time without them delivering your purchase or at the very least offering a refund, that you're entitled to take legal action against them.
I'm not saying you would do such a thing but TellTale had better buck their ideas up and quickly.
Woah, so they've actually taken the money out of your account?!
I'm fairly certain that after a certain period of time without them delivering your purchase or at the very least offering a refund, that you're entitled to take legal action against them.
I'm not saying you would do such a thing but TellTale had better buck their ideas up and quickly.
Yes, I was charged for the order when I placed the order.
I really don't see why you guys feel the need to defend the company.
My total order on the first day of the sale came to $63.66. It came out of my account the same day. Now it's going on over a month, and I have no idea what's happening. Furthermore, one of the things I ordered says it was canceled on the My Telltale page, and I have never been given any sort of credit for it.
I am seriously considering going to my bank and filing a Reg E complaint. This is pretty ridiculous.
Comments
So, to wrap up what I didn't say, I'm sorry for any delay. I personally apologize on behalf of the Telltale team. I'm sure Bonnie or Amy will stop in here to check and make sure everything is alright.
But seriously. Dissing a sale? I would rather wait longer and save a bundle than spend a ton and get it immediately. And there are ways to file complaints without being rude. So, please, try to be friendly.
And they "tale" in "Telltale" isn't capitalized.
In comparison, the company as of today has something of a....."lesser" track record.
Seeing your post count informs me that you are not a forum regular. Let me inform you. I rule these forums with an iron teddy bear. I do want I want. say what I want, drink what I want, and apologize for whomever I want.
But this is ridiculous.
A full month with no news, no tweets, no real information about shipping problems. I know a lot of us have a lot of goodwill built up, TomPravetz included, but if a company can't work out problems like this and pretends they aren't happening in the community, then it's the COMMUNITY'S every right to spread the word. We aren't being heard or acknowledged. Why shouldn't people be allowed to complain about poor customer service?
As a customer from outside the US, I paid a LOT of money for Telltale's "economy" shipping. More money than Telltale would realistically need to mail out some merch. If this is how customer's will be treated from now on, I'll just buy whatever Telltale junk I need off Amazon and eBay. At least it'll arrive in good time.
But there logo is TTG as in TellTale Games that's why I'v always assumed it can be written both ways.
It is absolutely correct to complain as a customer given what appears to be going on here in regards to people's orders. If the accusations are true (and I have no reason to doubt that they aren't) then people are spot on to take exception to crappy business practices.
Seriously, this shouldn't even need pointing out! :rolleyes:
P.S. Seeming as this forum section is called "TellTale Customer Service", I don't see why the "tale" in TellTale shouldn't be capitalized. Either way, does it really matter?! Some people really piss me off sometimes with their "holier-than-thou attitude".
While I do agree it does stand to be said, to go to the absolute extreme and calling them the worst, even if it's true for you, sounds a bit reactionary. And reactionary stuff tends to be ignored or viewed as "self-entitled". Trust me, I'm studying hospitality, and even in our textbooks it warns us that the idea that "the customer is always right" is false.
That's not the customer's problem. That's TellTale's problem.
If so, then maybe they should take five minutes to inform customers that they're on the case.
You're correct in saying that the customer isn't always right and I appreciate that you're studying hospitality but as someone who's taken a 3 year course in Intermediate and Advanced GNVQ Business Studies (and passed with a merit); I can tell you that TellTale is not in the right in this instance.
So, yes... "The customer isn't always right".
Equally... "TellTale isn't always right".
If TellTale is all too happy to take orders and money from customers then they should damn well expect reactionary responses from customers should they fail to fulfill their obligation. It's not even a flase case of self-entitlement as people are entitled to receive their orders.
TellTale are a business, not a charity and as such paying customers should not be expected to take a softly-softly approach when venting their anger at the disgraceful situation. Although, I will concede that the line is to be drawn at throwing personal insults TellTale's way. However, I've seen no evidence of this occurring, so as far as I'm concerned; fair game.
um
I didn't say that telltale wasn't at fault, but rather that we should look at this from a rational perspective and act accordingly. AKA: put in a formal complaint to the company itself instead of overacting and being reactionary on the forums that most of the company doesn't read 24/7.
And if that doesn't work, I doubt posting it on their forum will do much help either way.
Very good point. Although, let's face it; 50% of forum posts are people venting their anger. It's a therapeutic release.
However, as you stated; people who are displeased with the (lack of) service from TellTale should send an e-mail to the relevant department.
Again, to say that Telltale is in the right isn't being truthful, but to say that they aren't paying attention isn't either.
TellTale's Customer Support Department, yesterday.
Again, to say that Telltale is in the right isn't being truthful, but to say that they aren't paying attention isn't either.
They could just not be looking to fill more spots at all. Or not be moving warehouses like they're obviously doing. Should they be talking about more? Yeah, they should. And you should put in a formal complaint about that. That doesn't mean they're not doing anything.
Sitting around on a forum complaining about it doesn't really do anything.
Yes it does, it helps to vent ones anger.
Also, by that reasoning it could be argued that sitting around on a forum talking in general doesn't do anything.
Also, I'm not sure why you think my reasoning would discount talking on a forum. If your goal is socializing with people with a central interest that you wouldn't find in great numbers in person, then forums are a great way to go.
If it is one's aim to merely vent some anger then, like you implied... mission accomplished. Therefore it is valid.
If one's aim is to socialise and have fun and one achieves that then it is also valid.
If you claim that there's no point in posting anger on this forum, then by that reasoning there's no point in socialising as it supposedly doesn't achieve anything either.
And by that logic; why do anything... ever!
P.S. As much as I may have previously got this thread back on topic. I've now managed to once again derail it. My apologies.
That's like sticking a note with your complaint in someone's medicine closet and hoping that they notice on the off chance that they look in there that day instead of just talking directly to them.
Or email Amy herself. If not, then I don't think there's much else you can do. Then you're more than welcome to just vent on the forums, just don't expect it to be more effective than your previous method.
You mean to say that's not the way to go about such things?! No wonder I've had no response from my Doctor!
I say we spread the word. Give a story tip to Kotaku, RockPaperShotgun, Destructoid etc. Post on Facebook or Twitter about the issues. Even post on this forum about issues more frequently and in more visible boards. This is unacceptable, but unless we bring notice to the issue, Telltale can keep it contained in their tiny little "support" forum where no PR damage can be done. Please spread the word and make sure we receive what we paid for.
If Amy or Telltale won't reply to your queries, make them listen by making this public. You have every right to make yourself heard whatever way you can.
In any case, they sent me one for free - I didn't even have to pay the shipping.
They hate it when you do that. Or at least I think they do...
But, but... that dog looks quite contented. At the very worst, he merely looks slightly non-plussed.
Now, this is what I call one freaky ass, pissed off pooch.
In a world full of pain, violence, death, famine and general injustice... I can totally see how one could focus their hate upon the mis-typing of a games company's name. Yeah, totally.
I, too, found nothing grumpy about that dog, but it was the only one I could find with that text.
Like caenicus said, a simple mass e-mail or blog post would go a long way in alleviating the concerns many people have. To be honest, I probably wouldn't be as upset as I am if the money wasn't already taken out of my account.
Anyway, I'm not too sure what else I can say that hasn't already been said already. I guess I just want to make it known that I am yet another customer that wishes there was more communication.
Call disgruntled customers communists... Check!
Woah, so they've actually taken the money out of your account?!
I'm fairly certain that after a certain period of time without them delivering your purchase or at the very least offering a refund, that you're entitled to take legal action against them.
I'm not saying you would do such a thing but TellTale had better buck their ideas up and quickly.
Does nobody listen to me?!
Yes, I was charged for the order when I placed the order.
Rhetorical questions are rhetorical.
Yes, I heard you the first time and I disagreed with you on page 1. So I'm making a stand, see? I say TellTale, you say Telltale. Deal with it.
My total order on the first day of the sale came to $63.66. It came out of my account the same day. Now it's going on over a month, and I have no idea what's happening. Furthermore, one of the things I ordered says it was canceled on the My Telltale page, and I have never been given any sort of credit for it.
I am seriously considering going to my bank and filing a Reg E complaint. This is pretty ridiculous.
For goodness sakes, do it! It's the only way these people will learn not to treat their customers like crap.
The only reason I'm hesitant to is that I'm not sure how it will work, considering I -did- get the one digital thing I ordered.