UPDATED: Customer Support and Shipping updates

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

  1. decyfr

    decyfr Avatar

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    So much for the dream of receiving the physical rewards before Christmas. I have emailed support a few times this year as well as Chris. No response and no contact from the alleged new CS person. What is the deal here folks?!?!
     
  2. joehuddleston

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    Same here. I must be cursed. I can't get anyone from Portalarium to acknowledge me. I'm getting pretty fed up with them.
     
  3. Kirthag

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    What is the support email?
     
  4. Ravalox

    Ravalox Dev At Large Moderator SOTA Developer

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    @Kirthag the email address is support@portalarium.com

    Though there isn't an auto-reply like in the past that tells you, please allow 10 business days for a response. We have a new CS system and a new CS person working with us now.
     
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  5. Kirthag

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  6. Fungus44

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    @Chris you emailed me direct and told me I'd hopefully have my box pre xmas, I've emailed you but the group Paladin Michael has for those missing our boxes still says you've stopped answering personal emails.

    Still no box and no feedback, did you pass on details to the new customer support person or do I need to resubmit another ticket?

    Thx in advance for response to next step
     
  7. Cagliostro

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    Can confirm the new CS system works! I’ve been emailing CS for over a year trying to get my box with no response, but it seems they’ve got it worked out.

    Emailed Customer Support at the beginning of December.

    Received an email from Chris within 24 hours from the CS email account to confirm my mailing address.

    Received a package from Catnip Games on Friday.

    It took around a month, but they did make good on it! If you aren’t getting an email back to confirm your address you might want to keep trying.
     
  8. Ravalox

    Ravalox Dev At Large Moderator SOTA Developer

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    I am reviewing all of the outstanding Physical Rewards tickets we have in the CS Queue. I have your name on my list ... If I cannot determine everything I need (address etc), I will be emailing you within the week.
    Just need a few days to collate everything ... :D

    Ravalox
    (CS cleanup taskforce)
     
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  9. Fungus44

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    Hi @Ravalox, thx for the feedback, no email yet but my details as per my account details and I did re-submit a ticket with all information including delivery address

    thx in advance
     
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  10. Harry Underworld

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    Hey @Ravalox are you the person I talk to about missing my physical rewards?
     
    Last edited: Jan 30, 2020
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  11. joehuddleston

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    I just forwarded my year-old original CS request ticket to the CS email again.
     
  12. Ravalox

    Ravalox Dev At Large Moderator SOTA Developer

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    got your email ... Replying now
     
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  13. joehuddleston

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    Got my box in the mail today. Thank you guys!
     
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  14. Ravalox

    Ravalox Dev At Large Moderator SOTA Developer

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    Woot!
     
  15. Ravalox

    Ravalox Dev At Large Moderator SOTA Developer

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    Everyone:

    Just a note that we have a huge list of player's rewards queued up for shipment. Due to the current pandemic situation, we cannot predict how long it may be before the pending items are shipped or how long they will take to arrive.

    I have a number of outstanding address confirmations that have not replied back yet. Please be sure to check your email and spam folders for emails from support@portalarium.com.

    Thank you for your understanding and for your patience!

    Ravalox
     
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  16. AoiBlue

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    Thank you for keeping us all up to date on this.