7 réponses à ce sujet

[AriaMaarie]

 So early morning on the 15th I placed an order for the femshep N7 Elite hoodie. According to my order status, it shipped later that afternoon, and gave me a handy dandy tracking number. However, this tracking number has told me nothing more than a lable has been created. By the 18th it still had no update. So I called up UPS who informed me that this means the package was not actually shipped despite Biowear saying my order left KY March 15th. They also told me that if this was true then my package was lost and the seller needed to contact UPS. GREAT.

So I contact Bioware the same day, March 18th. They send back an auto response about how keywords in my email would suggest that the following links might help instead, and to email back if that didn't answer my question. It did not. So I emailed back, and I waited. I waited 24 hours, and nothing. By this point, I'm getting frustrated. I add to the ticket, wait another day. Nothing. It's now the 20th and still nothing from BioWare. UPS tracking STILL says my order has yet to be shipped.

So I'm sitting here, having already shelled out about 80$ for something that I don't even know where the hell it is. Is it with UPS, is it lost, has BioWear even truly shipped it? Who the hell knows, I don't.

To be clear, I'm not mad about slow shipping. Thats what you get ordering online. I'm mad that my package is in limbo and I can't get any information on where the hell it is, and I expect that much after paying for shipping. I don't feel that it's unreasonable that after 5 days going on 6 that I should know where my package is. Especially considering it's only a days drive to where my package shipped from!

Anybody else have this issue purchasing from BioWear? How long do I have to wait for Store Support to get back to me? Is there anything else I could be doing to help remedy this situation that I'm not aware of?

Meanwhile, I'll be sitting here, refreshing my tracking number every few hours and checking my email for word from BioWare.

[AriaMaarie]

On my second email to support after waiting 3 days. I'm so fed up with this. I cant believe the lack of communication. Still no tracking info update. Package still remains not shipped or lost. I don't even know anymore.

This will surely be my last time ordering from the BioWare store.

[Dan Matrix]

My personal experience is that the tracking numbers never update or are very slow to the point of being useless. If they gave you a number and a shipment email, that means its shipped. Its possible that their system gave the wrong tracking number to you, eho knows. All you can do is create a ticket like you did. Support on the forums has been non existent for a long time.

I would suggest sending a pm to Ms Domino, with a short and clear request for help. She is the store represtative for these forums and whatnot. Hopefully someone will help you out.

[AriaMaarie]

Thanks Dan, I'll check my mail tomorrow afternoon then when it should be arriving and if it's not there I'll pm Ms Domino and hopefully finally get some answers.

EDIT: Contacted Ms D on Mar 21, hopefully I hear back

Modifié par AriaMaarie, 21 mars 2013 - 07:42 .

[AriaMaarie]

Update:

Day 4 going on 5 no response from BioWare store support on either of the two emails I've sent.

UPS tracking is still reporting only a shipping label has been created. 6 days going on 7 since BioWare reported the package was shipped.

Nothing in the mail around 1PM but I'll check once more around 6PM when I get back.

My tracking app reports that according to UPS my package is estimated to arrive today. No clue where it got this number from since it's not on UPSs main tracking page, but who knows. Maybe I'll get lucky.

[AriaMaarie]

So I FINALLY got a response as follows:

Hi Arianna,

I am asking our warehouse to verify that your order did ship out as stated since the tracking has never updated. If it has not shipped, I am going to ask that it be shipped as soon as possible, and I will upgrade the shipping to an expedited method so you receive it sooner.

We answer all customer requests in the order they are received. Any updates to the ticket bump it to the bottom of the queue, to it takes us longer to get to the request. I apologize that I did not receive your request sooner, but I will follow up with you when I hear back from the warehouse. Please let me know if you have any more questions.

Thank you,
Chantel


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And in return I responded:

Thank you for your email Chantel,

and I eagerly await news on the whereabouts of my package, and am thankful for the upgrade in shipping if it has yet to ship.

Don't apologize for your inability to receive my help request sooner, it's not your fault. However, might I comment that bumping down help requests due to adding information to them through a forum style post method (With no warning that your request will be bumped down as a result) is just about the poorest support desk technique I have ever herd of in all my life. Again, I'm not upset with you or your performance in any way however I would like to contact some form of management to express my discontent.

Would you be able to provide me with an email or phone number at which I could contact someone about the support desk services?

Thank you for your help thus far, and hopefully this can be resolved quickly.

Arianna

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Hopefully I can get into contact with someone whom I can express my severe disappointment with the service of not only the help desk system, but the shipping system as well. I'm keeping this thread updated as an example of service experience with the BioWare store as well as their support. So that people may be informed of what it's like to deal with a purchase problem through BioWare support.

Modifié par AriaMaarie, 21 mars 2013 - 10:39 .

[Kahiara]

Hi AriaMaarie,

Just so you know, I also spoke to Chantel about the system and the problem that it bumps down requests. It's ridiculous. My impression is they clearly aren't interested in fixing it as Chantel received my feedback on this issue days before yours and there's no mention of them intending to investigate it.

I even replied a second time pointing out how they could improve their system with the exact information showing they were not looking at my original ticket because of a keyword. Despite this, she didn't read my ticket carefully or wasn't interested in improving this as she asked me for more details to look into it... (I wrote a very long email to her prior to this with *all* details including the exact 'keyword' response message... which was also in the ticket thread!)

I'm leaving it as it is for now but if there is an issue with my order (when it arrives...) I will also be looking to speak to management as it is terrible.

[Kahiara]

Additionally, I have also had no tracker update recently. The tracker tells me it shipped on the 18th and nothing else... I don't know where it shipped to or if it's even currently en route or in a depot.

PS: Finally arrived one of the sizes is a bit off but it's ok. Support should change how they update tickets though.<3

Modifié par Kahiara, 02 avril 2013 - 05:47 .