1. Here you will find official announcements and updates. These announcements are also linked in the Official SotA Discord server.
    We encourage comments from the community! To keep the announcements official, we ask that comment threads be created in the General forums for player input.

                                                 Thanks!

UPDATED: Customer Support and Shipping Updates

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

Thread Status:
Not open for further replies.
  1. KnightFalz

    KnightFalz Avatar

    Messages:
    95
    Likes Received:
    112
    Trophy Points:
    8
    Specifying this lapse only affected less than 10% of your customers suggests it was at least as important to minimize the issue as express sorrow over it. You'd probably do well to follow the advice offered by another poster and hire a community manager as soon as funds allow, so as to improve the company's interaction with the players and other interested parties that visit the forums. SotA isn't really in a good place for missteps right now, even if felt to be minor.

    Anyway, I am pleased to hear a new customer support person has been hired, and saddened to hear of and hope for the best of the one injured.
     
    Kirthag likes this.
  2. Karrolanth

    Karrolanth Avatar

    Messages:
    482
    Likes Received:
    1,616
    Trophy Points:
    43
    Gender:
    Female
    Location:
    The True North
    And 10% isn't a tiny percentage, really. One in ten of their customers did not receive the items they paid for in good faith, in some cases many years ago.

    At least there are signed maps available now, so yay for those people - although my pledge rewards did not include a signed map, so I don't know what the excuse is for my box still being AWOL after Support confirmed a year ago that it would be sent... and then confirmed again in January... but no response to my enquiries since then.

    I just don't expect to receive it any more. It'll be a pleasant surprise, I guess, if it ever does turn up!
     
  3. KnightFalz

    KnightFalz Avatar

    Messages:
    95
    Likes Received:
    112
    Trophy Points:
    8
    It's an enormous percentage, which makes the choice to mention it in terms other than sincere apology baffling.

    Hopefully the Force will be with you or some such one day, and your box will finally arrive.
     
  4. Tychicus

    Tychicus Avatar

    Messages:
    47
    Likes Received:
    24
    Trophy Points:
    8
    Gender:
    Male
    I still have trees growing in my house on the 2 & 3 floors. I have tried a few different times to submit a bug report but I can never been able to attach and send anything. Not sure what I am doing wrong. Anyway if someone can help me with getting the trees out of my house that would be great ! thanks
     
  5. Lained

    Lained Avatar

    Messages:
    2,786
    Likes Received:
    4,772
    Trophy Points:
    165
    Location:
    Yeovil, England
    You'll need to upload images to an image host and link to them, though providing the location should be enough use the /loc command in chat to retrieve the player location in world coordinates.
     
  6. Anpu

    Anpu Avatar

    Messages:
    7,944
    Likes Received:
    9,015
    Trophy Points:
    153
    Location:
    Hemut
    While in game, where this is happening, type /bug in the chat window. This will open your browser to the bug forum. Find the appropriate forum to post your report. Click New Post and paste. When you use /bug It automatically copies a bug form to your clipboard. Fill out the form.
     
  7. StarLife

    StarLife Avatar

    Messages:
    117
    Likes Received:
    130
    Trophy Points:
    18
    Gender:
    Female
    Last edited: Oct 30, 2019
  8. Rat2

    Rat2 Avatar

    Messages:
    178
    Likes Received:
    234
    Trophy Points:
    18
    Has the new person started? Any idea what the support queue is like and how long it should take to get things through now?
     
  9. Kirthag

    Kirthag Avatar

    Messages:
    260
    Likes Received:
    314
    Trophy Points:
    40
    Gender:
    Female
    Location:
    NC
    *looks at mailbox.. again... and is disappointed.. again*

    Hope will get it by xmas.
     
  10. Shogunator

    Shogunator Avatar

    Messages:
    1
    Likes Received:
    0
    Trophy Points:
    1
    I haven't got my box yet either. :(
     
  11. CatherineRose

    CatherineRose Avatar

    Messages:
    1,069
    Likes Received:
    4,030
    Trophy Points:
    113
    Gender:
    Female
    Location:
    Resting in Devil's Lair in Mistrendur
    @Tychicus the following may help get the trees out of your house:

    Contact the owner of the town where your house is located and ask him to go to your house with several Tree and Grass removers.
    Then while the town owner is there put your house in Property Manager storage. (You will find the property manager in the drop down list when you click the little stain glass window at the top right of the screen while playing the game.

    Drag your house from the right side of the window when you click the word property manager. Drag it to the lft side in one of the storage slots. Unclaim your lot. Ask the town owner to put one of the Grass and Tree removers over the bothersome trees.
    Reclaim your lot . Now go to Property Manager and drag your house that is in storage on the left side of the box back to the right side in the proper place that has the name of the town and size of your lot. A message will appear and ask if you want to restore the house in that location. If that is where you live then say yes. You should not be bothered with trees growing in your house again.
     
  12. Oracle Watcher

    Oracle Watcher Avatar

    Messages:
    63
    Likes Received:
    533
    Trophy Points:
    8
    Location:
    [ROMEUS]Connection interrupt!
    Bzz new CS person started

    *plays back recording of atos’ twitter*
    “Customer Service tickets for the last 60 days have been investigated and handled! We will be transitioning to a new system. If you have an older ticket you might need to resubmit once we are on the new ticket. New CS person starts today! Woot! #sota #SOTA2019
     
  13. Vladamir Begemot

    Vladamir Begemot Avatar

    Messages:
    6,194
    Likes Received:
    12,076
    Trophy Points:
    153
    Gender:
    Male
    Does this mean everything submitted WITHIN the last 60 days is complete already, and if we haven't seen the result we should resubmit?
     
    Cordelayne and Jaesun like this.
  14. Shadoweaver

    Shadoweaver Avatar

    Messages:
    111
    Likes Received:
    119
    Trophy Points:
    18
    Gender:
    Male
    Location:
    Osaka Japan
    Never got my stuff either. I just updated my account and emailed support. By far the worst kickstarter project I have ever backed.
     
  15. joehuddleston

    joehuddleston Avatar

    Messages:
    35
    Likes Received:
    30
    Trophy Points:
    8
    Still haven't received my box. I got screwed out of the phase 1 shipping because of that store bug, and ever since then I can't get Portalarium to reply.
     
  16. moko

    moko Avatar

    Messages:
    428
    Likes Received:
    1,205
    Trophy Points:
    43
    Location:
    Bear Tavern
    Does that mean I need to resubmit my two or three year old mail that I never got my box?
     
  17. Oracle Watcher

    Oracle Watcher Avatar

    Messages:
    63
    Likes Received:
    533
    Trophy Points:
    8
    Location:
    [ROMEUS]Connection interrupt!
    Yes, if you mailed support more than 2 months ago and never got a response, send another support mail.
     
  18. Chris

    Chris Tech Lord Moderator Ambassador SOTA Developer

    Messages:
    2,470
    Likes Received:
    27,551
    Trophy Points:
    190
    Gender:
    Male
    Yes, we actually have a process now. I add you to a list and our CS person will contact you to verify an address and then ships it. She is shipping as of this morning. My dream is we get everyone left their box before Christmas.
     
  19. HoustonDragon

    HoustonDragon Avatar

    Messages:
    1,526
    Likes Received:
    4,399
    Trophy Points:
    125
    Gender:
    Male
    Location:
    Atlanta, GA
    Is there an updated contact address for those who are still pending?
     
  20. joehuddleston

    joehuddleston Avatar

    Messages:
    35
    Likes Received:
    30
    Trophy Points:
    8
    How do I get on that list, please?
     
Thread Status:
Not open for further replies.