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Subject: Unresponsive support service? rss

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Héctor Cuñat Núñez
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Hi, I received my KS copy of Blood Rage about two weeks ago and I instantly fell in love with the game. However, the ragnarok disc corresponding to the Utgard territory was missing (I got two Myrkulor discs instead, one of which was already punched).

The thing is I've been trying to contact the support service (support@cmon.com) during these two weeks and I haven't received any answer yet...

...anyone got the same problem and/or experience with the CMON support service?

...am I even contacting the correct support service in order to get a replacement Utgard disc? (to be honest, I don't know yet what roles did Guillotine, CMON and StudiosMcVey exactly play).

Thanks in advance!

 
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Don Sombrero
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I have sent then the request last weekend and still nothing. However, I have found a post on KS that they responded to some query after 12 days - apparently they are now flooded with complaints.
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Kelly N.
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Looks like you have the correct email address. I know you are in Spain, but maybe give them a phone call during normal business hours.

Customer Support

Email: Support@cmon.com

Phone: 404-975-0975
 
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Héctor Cuñat Núñez
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Hmmm, that's nice to know, maybe I'm just being impatient... blush

Thank you, both of you!
 
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Kelly N.
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Don Sombrero wrote:
I have found a post on KS that they responded to some query after 12 days - apparently they are now flooded with complaints.


Probably very true.
 
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Rick Blaha
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I have been receiving a week turnaround on support communications. This is fulfillment time, so they are most likely running full tilt. You will get a reply, no worries.
 
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Max Maloney
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"If trees could scream, would we be so cavalier about cutting them down? We might, if they screamed all the time, for no good reason." -Jack Handey
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Did the update specifically indicate that they would not be resolving customer service inquiries until after all games had shipped?

I think they are getting them all out the door to backers first, then going back to resolve issues with individual copies.
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reaching out from the in-between spaces...
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Baldwin
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CMON usually deals with support requests AFTER they have completed shipping.

Jorune
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Oliver
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In my package one cardboard token for a clan was missing.
So I've sent an email on 5th Oct. and got the first answer on 12th Oct.
 
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Jon Darlington
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They posted this on the most recent Kickstarter update:

CMON wrote:
Hi all, please note a few things:
We will be filling parts requests after we have completed shipping the USA and ROW orders.
...
Thanks,
Spencer

https://www.kickstarter.com/projects/coolminiornot/blood-rag...

It's not surprising that it takes all of their resources just to get the mass of shipments out the door.
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Christian Gindlesperger
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Yup, I was missing a the Valkyrie figure in my core box, sent an email, and haven't heard back yet either.

As others have indicated, CMON have already said they'll handle parts requests after the ROW has gotten shipping fulfilled. I'd expect that means November at the earliest.

Patience, and proxies, until then. (Although, granted, it's a little hard to proxy the ragnarok tiles--I'd just assign each territory a number and make a die roll in the meantime).
 
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R S
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Good to know about the delays. I was missing an orange disc and my game box had one corner crushed. I am hoping for a replacement of both.

Overall, nice smooth Kickstarter
 
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Héctor Cuñat Núñez
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Just got a response from CMON! It seems they're sending me the replacement disc in a few days laugh
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Jonan Jello
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♫ As the masters rot on walls ♫ And the angels eat their grapes ♫ I watched Picasso Visit The Planet Of The Apes ♫
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PurpleTentacleEdison wrote:
Just got a response from CMON! It seems they're sending me the replacement disc in a few days laugh

Good to read!
For me, it's been nothing but fantastic communication and follow-up with CMoN regarding some Rum & Bones issues.
I've late pledged for Blood Rage and expect the same reliability from this game company!
 
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Slev Sleddeddan
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What part of "Ph'nglui mglw'nafh Cthulhu R'lyeh wgah'nagl fhtagn" don't you understand?
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FWIW...

My Gods of Asgard came with the right number, but wrong mix of figures (one missing, one dumplicated). I emailed CMON on Sunday, and got a reply today. They're going to send me out the missing figure, plain & simple.

So, a touvh on the slow side, but very well done.
 
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R S
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Still no reply on my issue
 
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