TellTale Customer Service

[caenicus]

Nothing to see here, folks. Amy did a great job of addressing this issue. Ciao.

[TomPravetz]

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.

And they "tale" in "Telltale" isn't capitalized.

[Rather Dashing]

Originally Posted by TomPravetz

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.

[caenicus]

Nothing to see here, folks. Amy did a great job of addressing this issue. Ciao.

[TomPravetz]

Originally Posted by caenicus

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.

[Rather Dashing]

Nothing, TomP's just being a blowhard.

[PinballFortress]

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.

[coolsome]

Originally Posted by TomPravetz

And they "tale" in "Telltale" isn't capitalized.

But there logo is TTG as in TellTale Games that's why I'v always assumed it can be written both ways.

[RetroVortex]

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)

[Alcoremortis]

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.

[Davies]

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!

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".

[Giant Tope]

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.

[Davies]

Originally Posted by Giant Tope

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.

Originally Posted by Giant Tope

Who knows? Maybe they're trying to fix the shipping issue once and for all.

If so, then maybe they should take five minutes to inform customers that they're on the case.

Originally Posted by Giant Tope

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.

[Giant Tope]

...

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.

[Davies]

Originally Posted by Giant Tope

...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.

[Giant Tope]

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.

[Davies]

Originally Posted by caenicus

I'm pretty sure no one works at TellTale customer support anymore.

TellTale's Customer Support Department, yesterday.

[Giant Tope]

Originally Posted by caenicus

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.

[Davies]

Originally Posted by Giant Tope

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.

[Giant Tope]

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.