Telltale Games

Greyline108 · 12/14/2012, 03:23 am

I sent an email on Monday evening, haven't heard back. While I understand Telltale isn't a massive company, this just seems... slow. And seeing how difficult it is to get any sort of response from them through these forums or twitter, I can't say I'm confident I'll be hearing back any time soon.
How long should I expect to wait here?

Greyline108 · 12/17/2012, 04:12 pm

And it's been a week now. Why am I completely unsurprised that I've yet to get a response? This really does feel like I'm dealing with a terrible ebay seller.

j0hn · 01/14/2013, 08:59 am

Waiting five days so far here. All just for them to give me access to download a game I have purchased.

I realise they're a smaller company, but they deal with big franchises and sell a whole lot of games, so it's not unreasonable to expect a 48 hour turnaround for basic admin support issues like this.

blink182 · 01/15/2013, 12:50 pm

I contacted support sometime in mid November and still haven't heard back. I emailed and called. Nada. I finally got an email a few days ago saying my case had been closed. Haha... okay.

I filed a complaint with the BBB and Valve eventually gave me a refund.

You won't get *any* support from TTG. They don't even have a customer support group. Their customer support is Matt P (who's actually a quality assurance tester, not full-time customer support) and a few volunteers who roam the forums.

If you're not happy, complain to the BBB, complain to Valve, and/or charge it back through your CC company. But don't waste your time waiting for a response here.

j0hn · 01/16/2013, 08:16 am

I guess I'm one of the lucky few - I received an email today from the legendary Matt, with instructions on how to access my games list. I was close to sending an angry reply but thought I'd check first, and the game has now appeared in my list. No "sorry for taking a week" or even "yeah, our bad, let me add that for you", but at least I can download my game now.

However, I'll be checking these forums again before I buy anything else from TTG, and only making the purchase if I see things have improved.

JordyLicht · 01/17/2013, 12:02 am

My first support request mail was in July 2012. The response took 3 days, but it was a standard "we are working on it" mail.
Second support mail was sent in October, but I never got a response to that one.

Zombiedude101 · 01/17/2013, 03:15 pm

Unfortunately, TTG aren't exactly world-renowned for their customer support, which can really be a pain in the ass when you encounter one of the various nasty bugs that can be found in some of their games. Still, the fan-base is helpful enough.

12/14/2012, 03:23 am	#1
Greyline108 Junior Member Join Date: Dec 2012 Posts: 12	So how long's it supposed to take to get a response from support? I sent an email on Monday evening, haven't heard back. While I understand Telltale isn't a massive company, this just seems... slow. And seeing how difficult it is to get any sort of response from them through these forums or twitter, I can't say I'm confident I'll be hearing back any time soon. How long should I expect to wait here?

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12/17/2012, 04:12 pm	#2
Greyline108 Junior Member Join Date: Dec 2012 Posts: 12	And it's been a week now. Why am I completely unsurprised that I've yet to get a response? This really does feel like I'm dealing with a terrible ebay seller.

01/14/2013, 08:59 am	#3
j0hn Junior Member Join Date: Jun 2007 Posts: 2	Waiting five days so far here. All just for them to give me access to download a game I have purchased. I realise they're a smaller company, but they deal with big franchises and sell a whole lot of games, so it's not unreasonable to expect a 48 hour turnaround for basic admin support issues like this.

01/15/2013, 12:50 pm	#4
blink182 Junior Member Join Date: Jan 2013 Posts: 6	I contacted support sometime in mid November and still haven't heard back. I emailed and called. Nada. I finally got an email a few days ago saying my case had been closed. Haha... okay. I filed a complaint with the BBB and Valve eventually gave me a refund. You won't get any support from TTG. They don't even have a customer support group. Their customer support is Matt P (who's actually a quality assurance tester, not full-time customer support) and a few volunteers who roam the forums. If you're not happy, complain to the BBB, complain to Valve, and/or charge it back through your CC company. But don't waste your time waiting for a response here.

01/16/2013, 08:16 am	#5
j0hn Junior Member Join Date: Jun 2007 Posts: 2	I guess I'm one of the lucky few - I received an email today from the legendary Matt, with instructions on how to access my games list. I was close to sending an angry reply but thought I'd check first, and the game has now appeared in my list. No "sorry for taking a week" or even "yeah, our bad, let me add that for you", but at least I can download my game now. However, I'll be checking these forums again before I buy anything else from TTG, and only making the purchase if I see things have improved.

01/17/2013, 12:02 am	#6
JordyLicht You said member... Join Date: Dec 2010 Location: Amsterdam, The Netherlands Posts: 430	My first support request mail was in July 2012. The response took 3 days, but it was a standard "we are working on it" mail. Second support mail was sent in October, but I never got a response to that one.

01/17/2013, 03:15 pm	#7
Zombiedude101 Member Join Date: Nov 2012 Posts: 31	Unfortunately, TTG aren't exactly world-renowned for their customer support, which can really be a pain in the ass when you encounter one of the various nasty bugs that can be found in some of their games. Still, the fan-base is helpful enough.