#Having trouble getting ahold of support

31 messages · Page 1 of 1 (latest)

rustic swift
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All, Sorry to bother, I don't know where else to turn other than better business bureau at this point. I placed an order 2 months ago (#SFU81874) and it only contained half the order. It contained all of my warmachine parts, but none of the guild ball stuff. That arrived nearly a month ago, but I reached back out to support on June 1 to let them know that I still haven't received the guild ball items, asking for either an update or a refund on those two model sets, and I still have yet to hear back.

I did receive the automated response, but it's been 17 days and radio silence.

Can anyone here help out?

Thank you!

ornate cape
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FWIW, I submitted a ticket three weeks ago today, and no response...not that my situation helps you at all. Just FWIW.

cursive tree
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@broken viper Can you help with this?

broken viper
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POD Guildball stuff can’t be refunded and tends to take longer to get stuff out. That’s part of the process currently. I will raise it up to double check, but this is a pretty ordinary currently.

broken viper
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Yep, confirmed, just to put a bow on this. We’re double checking as to the status, but we don’t handle those orders directly.

maiden pine
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I am having trouble getting ahold of anyone and I've backed up Monster hunter board game for 3 years now. Kickstarter status said it was supposed to be mailed back in November 2024 and I've never gotten any replies or any items. I am desperate to get an answer! @broken viper

broken viper
maiden pine
broken viper
# maiden pine Yes its been 10 days

As long as you have an automated response you’re in the queue and they’re currently managing the backlog. They will get to you. I understand your point, that you’re waiting on an MHW pledge, and I agree that’s a bit overdue, once they reply directly that should get you underway.

maiden pine
broken viper
hollow hinge
maiden pine
hollow hinge
broken viper
hollow hinge
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November 24 tipped me off heh

inner vortex
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I have a problem that the support messages do not seem to come through.
I got the automated response and later I got "How would you rate your help by person X"
i never got a message from them.

broken viper
inner vortex
broken viper
inner vortex
broken viper
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And it can be over ten days, but with Gmail you should have an automated response.

static dove
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I am not getting responses from the support either. I have reported a completly broken box of warmachine miniatures. Almost every item had at least two broken pieces as well as missing pieces. The box was a mess. I still have not received a replacement. Your support told me "An item has been sent" but it seems the address I provided was not used and the package got lost. I reported this propably 4 times now and I am not getting a response that helps in any way. It is really annoying that your customer support is so bad.

I can tell you from expirience, one of the biggest problems in Germany with Warmachine was the bad support and the issues with models only available in the US. That let a lot of players to find other, better supported games. I would hate to see that happen again with MK4. We just got a playerbase that likes the game. But if this does not get better, I fear players will start getting flashbacks.

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"I'll look into this for you and get back to you asap. If your order has been returned we will reship to the address above." this is the last message I got from the support.. That was 13 days ago.. ASAP is a nice way to say "Maybe in a few month" 😄

broken viper
# static dove "I'll look into this for you and get back to you asap. If your order has been re...

Morning. First, this isn’t a generic complaint box. I do fully understand and appreciate the frustration and concern. We are working through a number of issues right now, and the increased demand for WarMachine is very much a double edged sword with everything else happening. You haven’t been ignored, and support isn’t lacking, just behind. It’s a small team catching up on 1,000+ tickets. So please extend some additional patience as they work to resolve it.

static dove
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I get all that. All I am saying is that customer support is crucial when it comes to broken parts and replacements. It was major issue with Privateer and it still is with you. I hope this will get better in the future, your products are great and I would love to see Warmachine as popular again as it was 7 years ago. I will be patient and wait for the replacements...

broken viper
static dove
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Good luck to us all 😄

inner vortex
# broken viper Gmail works as expected

Good to hear, and for the reason I mentioned, the 10 days was that it had not taken even that long yet.

For hotmail, I got the automated responses but noting else and that was so wierd.