Customer Service Backlog Response Time

[Sara Marie]

Folks,

Due to a confluence of unexpected circumstances Customer Service is a bit behind on resolving issues or service requests.

Customer Service has responded to most requests up through April 11th. We are working through this backlog as quickly as possible.

Sincerely,
Sara Marie

[Sara Marie]

We're up through almost April 13th.

[Sara Marie]

We're up through roughly April 16th. Trying to triage Playtest Preorder stuff, PaizoCon lottery stuff, April subs issues and other time critical emails.

[Sharaya]

With the exception of oddities and various things we are waiting on answers for, we are currently caught up to May 7th.

We'll have people in working some overtime this weekend, and are hopeful that we can make a good dent in the backlog, on top of dealing with more time sensitive emails.

[Sara Marie]

We're mostly up through May 14.

[Sara Marie]

We've got most emails through May 20 done.

[Sara Marie]

897 emails in the inbox.

[Sharaya]

Inbox had been hovering around 1,000 emails for several days, but we've been steadily working it down and started under 700 this morning.

With some exceptions, we are caught up to about May 24th in the backlog.

For the short term, we'll need to be focusing on time sensitive requests for things like subscription cancellations and subscription order changes.

[Sharaya]

We're hanging out around 400 emails. Backlog is caught up to about June 1st.

[Sharaya]

Inbox is now under 300 emails.
Apart from oddities that we are still investigating, the backlog is caught up to about June 11th.

[Diego Valdez]

Inbox is at 160 emails.

Aside from a small handful we are caught up to the morning June 23.

[Virginia J.]

Hello folks,

The website issues these past couple of weeks also impacted our internal systems. As a result we have only been able to respond to a few emails. Now that things are back up, we are hammering away at getting caught back up. We currently have around 700 emails and are responding to ones from August 9.

[Diego Valdez]

Hello everyone,

Just a quick update. We are currently responding to emails from August 15.

[Steve Geddes]

That's an impressive pace in reducing the backlog. :)

[Diego Valdez]

Howdy again everyone,

We are a little over 500 emails and are responding to emails from late in the day on August 23.

[Sara Marie]

We're under 500! (474) Trying to wrap up late August emails so we can forge ahead into September!

[Virginia J.]

Hi folks!

Still below 500, and we're now up to Sept. 6 in the inbox.

[BlueSan]

Hi guys, I would just kindly ask you regarding the following:

I have ordered all together 10 or so products for Summoner wars and of course recieved the instant mail of the order confirmation but pending.

I just want to know the following.

That everything will be ok and products will be sent as also maybe when can you maybe check?

Kind regards

Lan

[ckdragons]

Hi All! Are you able to provide an update on your backlog? Thanks.

[Sara Marie]

We have 410 messages in our inbox. Roughly at September 11th. As we get closer to October's order generation on Thursday we'll do a search for cancellation requests or subscription changes.

[Virginia J.]

Hey guys!

We're down to 259 emails, and roughly around Sept. 16/17.

[BlueSan]

I still didnt get confirmation for my orders exactly on 16th of September for multiple products. Can you please address that?

[Sara Marie]

We are under 200 in the email queue.

[BlueSan]

That is really great but I still didnt get any response to my question / request regarding my orders:

I ll be specific:

1) Order 7467582
Summoner Wars: Deep Dwarves Second Summoner Card Deck

2) Order 7467578
Summoner Wars: Mountain Vargath Second Summoner Card Deck

3) Order 7467571
Summoner Wars: The Filth Second Summoner Card Deck

4) Order 7467564
Summoner Wars: Cave Goblins Faction Deck

5) Order 7467531
Summoner Wars: Mercenaries Second Summoner Card Deck

6) Order 7467529
Summoner Wars—Fallen Kingdom: Second Summoner

7) Order 7467523
Summoner Wars—Cloaks: Faction Pack

8) Order 7467308
Summoner Wars: Guild Dwarves Second Summoner Card Deck

So as you can see I have 8 orders all those orders are from September 16th, I have yet to have any news regarding them and when I can expect the products to be shipped, picked in my country or whatever.

Can you please provide an answer for that... in worse case tell me you simply wont ship them and cancle my orders but dont leave a client waiting for so long... without a single piece of information. I like your store I want to buy more from you guys, but not if this means I ll wait ages for products and for any kind of information.

Kind regards

Lan

[Sara Marie]

BlueSan, This thread doesn't get looked at for investigating issues. It is just here to provide updates on where we are at with our backlog of requests. Please feel free to email, post a thread regarding your issue or call us M-F 10am-5pm.

[Sara Marie]

We cracked 100! We’re at 99 emails.