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UPDATED: Customer Support and Shipping Updates

Discussion in 'Announcements' started by Chris, Feb 6, 2019.

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  1. Chris

    Chris Tech Lord Moderator Ambassador SOTA Developer

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    As many of you know, we have been woefully understaffed in our CS department. As of 2 weeks ago we went from understaffed to UN-staffed as our only CS person suffered a major back injury and is on mandatory bed rest for weeks. This has resulted in several weeks of support tickets backing up.

    Finally some good news, we have a new CS person who will be starting tomorrow. Please be patient with them as they learn the ropes over the next few weeks but hopefully they will get the log jam cleared out.

    The other impact was to our continued shipping efforts. We have roughly 400 boxes still left to ship, primarily these are higher end boxes that require signatures from Richard to finish and also a number of overseas boxes.

    The employee that suffered the major back injury is also the one who was responsible for shipping the remaining boxes. As a result, I'm taking over all remaining shipping personally. Unfortunately, I'm about to go on a trip for a week BUT when I return I'm going to try and get 25-50 boxes shipped per week after that in the mornings and evenings until they are all taken care of.

    Again, thanks for your patience and you WILL get your box, just hang tight and again so sorry for massive fuster cluck that caused less than 10% of you to not get a box in a timely manner.
     
    Chris, Feb 6, 2019
    #1
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  2. Lord Andernut

    Lord Andernut Avatar

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    Appreciate the challenges you face, but also tough to wait for months and months in anticipation. Thanks for the update!
     
    Lord Andernut, Feb 6, 2019
    #2
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  3. Brass Knuckles

    Brass Knuckles Avatar

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    I’m totally willing to take in game bling instead of physical goods if that helps.
     
    Brass Knuckles, Feb 6, 2019
    #3
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  4. Proteus Tempest

    Proteus Tempest Avatar

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    @Chris

    Who is the new forsaken soul heading up Customer Support now?

    LoL!
     
    Proteus Tempest, Feb 6, 2019
    #4
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  5. Synergy Blaize

    Synergy Blaize Avatar

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    Seriously?
    This whole game is RG's Baby...
    @Lord British needs to make it a Priority to get these boxes signed so they can be dispatched! (& NO I am not waiting on my Box, Signed nor unsigned)

    Even though I can imagine how mundane it might be for LB to Sign multiple boxes, it seriously isn't that hard a task to undertake & complete!
    Either the "Care Factor is there, or it isn't"...

    We all have tasks to do in our daily lives that are mundane & repetitive, but sometimes the mundane & repetitive. HAS TO BE A PRIORITY!
    Especially when those tasks achieve Paying Customers Satisfaction, that THEIR hard earned $$'s were worth the investment they paid for.
    Such is Life... We Have to Do, what we Have to Do... (especially when Paying Customers are entitled to be satisfied)

    @Chris & the other Team Members... Kudos to you for going above & beyond Your Roles, to step in & help getting the shipments of boxes happen.

    Great to Hear there is a New CS person stepping into the role :)
     
    Last edited: Feb 6, 2019
    Synergy Blaize, Feb 6, 2019
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  6. Bowen Bloodgood

    Bowen Bloodgood Avatar

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    hmm pretty sure my box isn't one needing signing.. but I'd be happy to get a signature for the wait. ;) Can I get a 'packed by Atos' sticker? :D
     
    Bowen Bloodgood, Feb 6, 2019
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  7. John Markus

    John Markus Avatar

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    Finally some real progress information. My faith in Portalarium is restored ! (for now).
    Looking forward to receiving the tracking information for the shipment.
     
    John Markus, Feb 7, 2019
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  8. craftymethod

    craftymethod Avatar

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    Need to hire another programmer at this rate. lol
     
    craftymethod, Feb 7, 2019
    #8
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  9. Sara Dreygon

    Sara Dreygon Avatar

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    Thanks for the work but I'm also sure some of those somehow unrewarded ;) Texas backers that have helped out away many a livestream could help out with something like boxing and shopping, right?

    Once again you're dedication Chris keeps me playing the game daily... now for some new artys so I can open my 2000 saved bundles :D.
     
    Sara Dreygon, Feb 7, 2019
    #9
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  10. GraveDncer

    GraveDncer Avatar

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    At this point the box I want is the filled with my money back. Call me salty, call me a troll, but 8k in without even a email response. Pissed is an understatement.

    Lessons learned from this one. I will never support another KS again.
     
    GraveDncer, Feb 10, 2019
    #10
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  11. Floors

    Floors Avatar

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    What :eek:
     
    Floors, Feb 10, 2019
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  12. Mishikal

    Mishikal Avatar

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    Note that for some, it is more than just the boxes that need signing, IIRC. I.e., some people are supposed to get a signed deed, etc. ;)
     
    Mishikal, Feb 11, 2019
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  13. High Baron O`Sullivan

    High Baron O`Sullivan Avatar

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    is everything.
    Cha-Ching!
     
    High Baron O`Sullivan, Feb 11, 2019
    #13
  14. Katrina Bekers

    Katrina Bekers Localization Team

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    I may be one of the box-less ones. I don't care, as long as the person with back injury recovers fully and heals without consequences. Can a name be said, so proper wishes be expressed?
     
    Katrina Bekers, Feb 14, 2019
    #14
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  15. Lord Lonn

    Lord Lonn Avatar

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    I still haven't heard a word ONE!
     
    Lord Lonn, Feb 14, 2019
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  16. Verit

    Verit Avatar

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    *facepalm*
     
    Verit, Feb 14, 2019
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  17. Barugon

    Barugon Avatar

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    ...except for the OP. o_O
     
    Barugon, Feb 14, 2019
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  18. CrandalltheFoole

    CrandalltheFoole Avatar

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    I think I would wait until they improve the loot drops from the bundles.
     
    CrandalltheFoole, Feb 15, 2019
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  19. Sara Dreygon

    Sara Dreygon Avatar

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    Aye... I just want a nice new batch of artys. There's some things in the bundles I don't mind getting but really don't need more of the same artifacts.
     
    Sara Dreygon, Feb 15, 2019
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  20. Esher Stormcrow

    Esher Stormcrow Avatar

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    Are there any news regarding support ? I contacted support 21 days ago regarding a heraldry unlock (bought voucher before that of course) ...
    Besides the automated response i didn't hear a word so far and my heraldry is still locked :(
     
    Esher Stormcrow, Feb 21, 2019
    #20
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