I ordered a T-Shirt as a birthday gift for myself, wrote 5 support tickets and got 4,5 excuses but no T-Shirt so far...
my birthday will be in less then 8 months -again
edit: of course I payed for it and the shiping, at least I got the livery I ordered
my birthday will be in less then 8 months -again
edit: of course I payed for it and the shiping, at least I got the livery I ordered
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I would buy a mug with a Cobra MK III with "wireframe" livery and skulls (like the one I m used to fly )
)
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What's the status on the zip sweatshirt? Can i order? It says in stock but when i select it it switches to preorder without giving a date.
I ordered a T-Shirt as a birthday gift for myself, wrote 5 support tickets and got 4,5 excuses but no T-Shirt so far...
my birthday will be in less then 8 months -again
edit: of course I payed for it and the shiping, at least I got the livery I ordered
You're not alone, I am awaiting a Christmas present of one Elite T-shirt kindly bought by a relative.
For game fault reports we are used to delays in responses to support tickets (I suspect they group them up by type and sort them out en-block).
And this is fine, we still have the game to play even if it has a few flaws.
.
But when people have bought a physical product and it doesn't turn up, a more timely response is required. At the least, send an email to say it'll be late or they've run out (and are getting more?) would be nice.
.
I know it must be hard for what is really a relatively small company. We're all used to the large corporate marketing machines like Amazon, who only do this as their core business.
.
I've sent my Mr Angry letter and a support ticket. I think my only real complaint is the lack of a response to at least explain the problem. It would only take a short while to craft a suitable note and send it to all concerned, then at least customers would know the situation, rather than having to guess and then get all steamed up and irate.
:S
+1 exactly my thought - have two orders still waiting, was supposed to receive emails just before Christmas, got one; ticketed about other - yet to get a response and now even my PM to Edward Lewis is not getting a reply.
It's an abysmal situation and quite frankly I'm appalled that Frontier are not bothering to give any information to their customers on the delays. Do they have a dedicated team working on this or is it shared with the game support - and hence overwhelmed with a huge Christmas holiday backlog? Not good Frontier - sort it out.
Any chance of someone looking at my store support ticket? Number 100266681 placed on the 27/11/2014 (5 1/2 weeks ago).
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I get the feeling either Frontier are not interested in this thread (or their paying customers) ..... or more likely they don't want to post a response because lets face facts - the situation is untenable and if I was in their position I'd just want to run away.
The problem is, more and more people are getting fed up with the delayed orders and a complete lack of response just fuels anger. I've a good mind to forego any semblance of patience left within me and contact trading standards. How long will Frontier keep this going? They have our money on orders placed over 30 days ago at a time when it said the items were due early December.
Really Frontier; you need to give some official explanations here. Backlogs are one thing; but silence IS NOT golden. Silence is half the problem here. Either admit you can't process the orders in a timely manner and refund accordingly (it is our money still) or give us some firm dates by which things will be sorted - Soon(tm) won't cut it.
I would request a refund myself but chances are the T-shirts will be sent before any such ticket gets answered!
Me frustrated? Nooooo!
The problem is, more and more people are getting fed up with the delayed orders and a complete lack of response just fuels anger. I've a good mind to forego any semblance of patience left within me and contact trading standards. How long will Frontier keep this going? They have our money on orders placed over 30 days ago at a time when it said the items were due early December.
Really Frontier; you need to give some official explanations here. Backlogs are one thing; but silence IS NOT golden. Silence is half the problem here. Either admit you can't process the orders in a timely manner and refund accordingly (it is our money still) or give us some firm dates by which things will be sorted - Soon(tm) won't cut it.
I would request a refund myself but chances are the T-shirts will be sent before any such ticket gets answered!
Me frustrated? Nooooo!
My wife ordered my Christmas present from the store; suffice to say Christmas was 3 weeks ago, the order nearly 5 weeks ago, the support ticket (unanswered) 2 weeks ago, and now a paypal dispute is up, running, and being ignored too. Good job store guys.
edit:- Escalated to a Paypal claim. They have had 28 days to at least acknowledge something, or communicate or, god forbid, actually deliver the item..
edit:- Escalated to a Paypal claim. They have had 28 days to at least acknowledge something, or communicate or, god forbid, actually deliver the item..
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Just wanted to give some positive feedback for a change. I ordered the zip sweatshirt and a T-shirt a week ago, and received the order today (shipped to germany). Quality is great, looks great. Now i'm a true fanboy.
Just wanted to give some positive feedback for a change. I ordered the zip sweatshirt and a T-shirt a week ago, and received the order today (shipped to germany). Quality is great, looks great. Now i'm a true fanboy.
lucky , I still wait (and wrote the 6th ticket) - order is from 31.August.2014
So with newsletter 58 we have more produces on the merchandise store - perhaps it would be good to sort out the orders still waiting from before Christmas .... well before Christmas! It seems my tickets remain unanswered and the only responses I get from Frontiers representatives is that they've passed along the message. Well that's not actually getting it done. Nobody from the merchandise 'team' seems to view (or at least respond to) these posts.
Exactly what I was thinking!
Don't give me overwhelmed excused, FD are advertising for programmers, developers, and one lone receptionist!
Maybe a employing a Customer Support team dealing with product sales might be an idea.
They have a good and apparently successful product, but it's being spoiled because we as customers can't get our themed T-shirts, Mugs etc.
Lack of communication is the worst part.
FD! Put aside the game improvements for a week and have all your staff answer sales queries and let us all know when our merchandise will arrive.
I for one will not be buying anything else for some time given current experience.
OK, the store is open, to market Elite merchandise, but what about the Premium Boxed Edition and shirt that we were supposed to have been sent for subscribing to the original crowdfunding two-years ago. Oh! They are 'out of stock' Well there's a surprise. After raising more than £1.6 million from keen supporters we are now left dangling.
(copying this in from the other thread as it seems more relevant here, posted 14/01/2015, 10:27 PM)
Has anyone else received their merchandise yet?
the tshirt I ordered on November 27th - which was listed as in stock, 2-3 day delivery - is still not here. After 2-3 weeks of trying to get hold of customer services by any and all means possible, I was contacted on December 22nd to 'confirm my order cancellation'! Amazingly my response (to say that I had not requested a cancellation) received an almost immediate reply to tell me the t shirt had been posted that day.
Ok, so it probably wouldn't be here for Christmas... I had to order an alternative gift elsewhere and pay through the nose for next day delivery to ensure it was here for my friend.
Now, several weeks on and the t shirt which was apparently sent (although my order details still say 'processing') is still not here and all attempts to reach customer service have been ignored.
Is anyone else ready to take this to trading standards? This service is simply appalling. They've had my money for 7 weeks now. This experience has totally ruined the excitement I had for ED. This childhood dream of a new Elite has been shattered. I want nothing else to do with Frontier, just send me my flippin' order so my friend can at least enjoy the t shirt for a birthday gift if you get it here in time. Terrible, terrible customer service.
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19-05-15
I have still had no reply from customer services. No sign of the T-shirt and the order page still says it is "Processing".
This is beyond a joke and I am now drafting up a letter for Trading Standards. I don't see how else I can get Frontier to take notice and get their act together. I suggest anyone else in the same boat does likewise.
Has anyone else received their merchandise yet?
the tshirt I ordered on November 27th - which was listed as in stock, 2-3 day delivery - is still not here. After 2-3 weeks of trying to get hold of customer services by any and all means possible, I was contacted on December 22nd to 'confirm my order cancellation'! Amazingly my response (to say that I had not requested a cancellation) received an almost immediate reply to tell me the t shirt had been posted that day.
Ok, so it probably wouldn't be here for Christmas... I had to order an alternative gift elsewhere and pay through the nose for next day delivery to ensure it was here for my friend.
Now, several weeks on and the t shirt which was apparently sent (although my order details still say 'processing') is still not here and all attempts to reach customer service have been ignored.
Is anyone else ready to take this to trading standards? This service is simply appalling. They've had my money for 7 weeks now. This experience has totally ruined the excitement I had for ED. This childhood dream of a new Elite has been shattered. I want nothing else to do with Frontier, just send me my flippin' order so my friend can at least enjoy the t shirt for a birthday gift if you get it here in time. Terrible, terrible customer service.
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19-05-15
I have still had no reply from customer services. No sign of the T-shirt and the order page still says it is "Processing".
This is beyond a joke and I am now drafting up a letter for Trading Standards. I don't see how else I can get Frontier to take notice and get their act together. I suggest anyone else in the same boat does likewise.
[Mod hat Off]
I ordered a mug as part of the backers ap, and sadly never received it. I contacted support and they resent it, but again it never arrived.
I ordered 2 mugs, and they arrived the next day.
I have ordered pins and keychains with no issues since.
And today the order I made Friday arrived.
I am very happy over all with the products I have received, but I do feel that the sales care team could use active 'encouragement' to get the issues corrected when they occur in a timely and satisfactory way.
I suspect the issues will result from understaffed or unexpected sales levels... but ultimately I am down 1 mug, and don't feel it's worth chasing up as that's where the weakness seems to lie.
that said, If emails and phone calls do not receive replies, try writing to the CEO with a recorded letter, then that gives a good basis to take up with trading standards if a result is truly not forthcoming (allow a good 14 days for a reply before moving to next stage).
[Mod Hat back on]
I ordered a mug as part of the backers ap, and sadly never received it. I contacted support and they resent it, but again it never arrived.
I ordered 2 mugs, and they arrived the next day.
I have ordered pins and keychains with no issues since.
And today the order I made Friday arrived.
I am very happy over all with the products I have received, but I do feel that the sales care team could use active 'encouragement' to get the issues corrected when they occur in a timely and satisfactory way.
I suspect the issues will result from understaffed or unexpected sales levels... but ultimately I am down 1 mug, and don't feel it's worth chasing up as that's where the weakness seems to lie.
that said, If emails and phone calls do not receive replies, try writing to the CEO with a recorded letter, then that gives a good basis to take up with trading standards if a result is truly not forthcoming (allow a good 14 days for a reply before moving to next stage).
[Mod Hat back on]
They did mention recently that the remains of the backers rewards will be sent out by the end of something... I can't remember now... but it would mark the conclusion of the kickstarter... which is exciting.
I also have not received this backers Tee, and I suspect that noone else will have yet either... so no need to panic as yet. It is coming as far as I know. With the rest of the backers rewards... soon I think it is!!
I'm glad you have (most of) your merchandise. At least some people have gotten theirs. I suspect yes the issue was a combination of lack of staffing and lack of stock (i.e. a complete under-estimate in all regards) - but the situation remains the same and quite frankly; I appreciate your suggestion about posting a recorded letter; but I actually don't want to cause trouble - I want the game to succeed and as such FD needs to succeed.
Personally; I feel I have poked and prodded on the forums, via tickets (still no answer) and direct PM's enough for something to have been noticed. If it's not then there's serious management issues here.
I've said it before (several times) .... The absolute very minimum FD's customers should have had is an update and apology. Neither are forthcoming. I know FD don't want bad publicity but it would go many miles in customer relations for FD to publicly apologise for the complete shambles in the merchandise store. The merchandise store surly represents a revenue stream which I would have thought would be given some priority - not ignored.
It can only get better I guess, let's face it - it can't get any worse!