Customer Service...

[moriarty777]

This is a very restrained rant.

I've attempted to contact TLG and get a hold of Steve a few times now with no success. The first attempt was on October 4th regarding a problem I was having regarding the link the the revised Amazing Adventures PDF. This was sent to 'amazingadventures@trolllord.com'. I followed up with another email straight to Steve using the 'troll@trolllord.com' address regarding the same issue on October 15th.

No responses to either.

I PMed the author to see if he could get Steve's attention regarding the matter a few days later.

I receive an email on October 25th letting me know that Amazing Adventures has shipped and I reply back (to 'orders@trolllord.com' as the email specifies) asking another question in addition to my previous issue. Quite simply regarding the T-Shirt size since the Amazing Adventures pre-order package I got entitled me to the PDF, the book, and the T-Shirt. I never was asked the T-Shirt size and I don't remember whether or not this was specified when the order was placed back at the beginning of June.

It's November 6th and no response save for another email from the 'Orders' email address saying 'shipped'. It could be the A10 module though since it was part of that original order.

I did however get the book today which, because of the nature of the packaging , still got damaged. It wasn't in a box... just an envelope that was 'sort of padded' with some thin cardboard to protect it. There was no T-Shirt but if the book had shipped with the T-Shirt (as I would have thought it would have), I can only assume it would have shipped in a box and the damage could have been avoided.

If this was a one-time thing with the damage, it might have not bothered me as much but a few packages / books I have received recently have shipped in similar circumstances.

Now, I'm not trashing TLG here and it isn't a criticism of any of their products. I've been working hard to keep the Domesday alive and I've done a lot to spread some C&C up here in my corner of Canada. I like C&C -- I produce material for it, I write about it on my blog, and buy all the material TLG puts out and even take some time to review some of it for others to read.

However, I'm not sure what to do here given I also have two other pre-orders with TLG (Winter Runes and the new Codex). I'm thinking seeing about cancelling these altogether. That doesn't mean I won't get these books but I can always try and get them through retail or even order through Noble Knight Games whom I have never had a problem with (knock on wood).

For those of us who have dealt with the Trolls for years now, this sort of thing is not really new. Best advice given is usually to pick up the phone. But as we also all know, it isn't always an option.

I will wait yet another week (making this longer than a month) before I try other avenues of contact like FB (again) but I think I'm getting to the point of just tossing in the towel.

M

[Treebore]

Their service via e-mail has always had issues. To sum up, Steve sucks at tracking them. I always call them, but that is easier for me to do being in the US. I also pay for SKYPE, which allows me to call anywhere in the US or Canada for just under $30 per year. Any phone.

[Hal G]

They are not good at responding BUT let me try and get his attention.

[Troll Lord]

Hello and greetings,

This is the first this has come to my attention. Which means the email system is breaking down. I will have to look at that. In theory all those emails to various book sites are supposed to ship to a common pool, but apparently that's not working. I'll have that fixed by this evening.

All that aside, emailing me is a very iffy thing. This is my fault and I take the blame. My only excuse is that I have so many irons in the fire that things (presently enjoy an IRS audit for TLG) that it becomes difficult to keep up with things. I usually put customer service on the top side of things, but that apparently is not happening.

The best way to get ahold of TLG for order concerns is to Todd at orders@trolllord.com. He monitors that every day and lets me know of problems with orders if he can't fix them himself. We sit facing each other so I get the message and can help him out.

We'll make this more clear via the webpage tonight/tomorrow.

On the tshirt for AA, an email went out after the orders that the tshirt will come soon. I got tired of delaying things for bits and pieces of that kickstarter project.

Which brings another thing to mind, these kickstarters are killing our logistics. There are too many options, too many things to do to get a single project out the door. If we were doing one project every few months that might be okay, but we aren't. I've been trying to decide if TG will do anymore. These noted problems have pretty much answered that.

On Rune Lore and Codex. Reference all the above. Those two books should have been long finished by now, but all the constant admin crap I'm doing always consumes more time than it is supposed to do. I will endeavor to have both of these fixed by end of year (Rune Lore is actually in editing).

My apologies for the excuses and the delays and the problems and the damaged books. We'll have this all fixed in the next few days.

Thanks,
Steve

ps: If you need to get ahold of TLG, try Tim at tim@trolllord.com or Todd at orders@trolllord.com. I'm paying them to answer your emails because I'm a moron and can't!

[Arduin]

My only excuse is that I have so many irons in the fire that things (presently enjoy an IRS audit for TLG) that it becomes difficult to keep up with things.

Dude, I told you that ya had to report that captured Red Dragon hoard as income.

[moriarty777]

Thanks for chiming in Steve.

As you said you may want to check your email system since I did reply with a couple of questions to the 'Orders' email address back on the 25th of October (though depending when I replied may have been sent VERY early on the morning of the 26th).

I will send another email directly to both Tim and Todd to see about correcting the issue and I appreciate TLG's attention to this matter.

Best Regards,

Pat 'moriarty777' Bellavance