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Subject: Does CSI ever answer their phone? rss

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Darian Tucker
United States
New Smyrna Beach
Florida
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I haven't received a game I ordered from them almost two weeks ago and I just wanted to talk to someone at the store and see what was up. In the past, I've always e-mailed them, but this is something I'd rather take care of over the phone. However, I've not been able to get in touch with a person there. Ever. I tried calling a couple times in the past when I wanted to inquire about specific products, but I always had to end up doing it through e-mail instead because they never called me back. Today has provided a similar experience.

Has anyone ever had any luck getting them to pick up the phone? If so, can you give me a particular date and time I should try at?

By the way, let me just also say that this store rocks. This is the only time I've ever had a problem with an order from them and I'm sure they'll take care of it without any hassle. Just wanted to make sure I threw that in there because I pretty much use them exclusively for all my gaming purchases and I think others should, too.
 
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Jim F
United Kingdom
Birmingham
West Midlands
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Taking calls is much harder than it looks.

We have a chain store in the UK whose technicians can mend almost any problem with your computer but can't pick up a telephone. Never been able to figure that one out.

A few years ago the government told the Tax Office to answer the telephone in 30 seconds as one of their 'targets' (we love targets in this country). If they didn't answer it in 30 seconds they had failed to meet that target. However (I'm not making this up) if they didn't answer the phone at all, it didn't have to be included in their statistics.

I think you can guess what the result of this was...
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Konata
United States
Highlands Ranch
Colorado
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I called them near their closing hours during the week and got a response twice now. They were nice and altered my order over the phone without difficulty.
 
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Rik Van Horn
United States
Livonia
New York
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Not since Grissom left.
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Vicky Clayton
United States
Houston (Summerwood)
Texas
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I have called 4 to 6 times since last November and Cory answers every time. They have been great to help. CSI has always been great when I need to contact them.
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Jill Reid
United States
Lincoln
Nebraska (NE)
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I called regarding a problem with an order several months ago and got an answer from someone in their storefront. They told me all online order stuff has to be handled via email. To which, they did respond to my email fairly quickly, and told me they could not help me. But they were nice about it.
 
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Aaron Converse
United States
New York
New York
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I had no problem changing an order last week over the phone...CSI's service tends to be somewhere between terrific and terrific.
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David Boeren
United States
Marietta
Georgia
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I've never had trouble calling them. Of course, I've seldom had any need to do so because they generally do a great job.
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Yes, they do. Anytime during their normal business hours.
 
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Joseph
United States
Ewing
New Jersey
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jill e gamer wrote:
I called regarding a problem with an order several months ago and got an answer from someone in their storefront. They told me all online order stuff has to be handled via email. To which, they did respond to my email fairly quickly, and told me they could not help me. But they were nice about it.


Thats surprising, I've called and changed online orders a couple of times.

In fact the last time was this sequence:

Place order online with a preorder.
Next Day send e-mail to add to order.
The Day after that I decided I didn't want to wait for pre-order so I Called on the phone to drop the preorder, add something else and ask for the sale price on one game that had gone on sale after my initial order.

Phone guy reponse, "Not a problem."
 
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Matthew Mesina
United States
Bethel Park
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I too have spoken to them, both to confirm that they had a "leap of death" promo for Snow Tails, and then when I called back to get them to send it because it wasn't packed with the order. So, for me, they have a track record of 2 for 2.
 
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Gerald Sunkin
United States
Maitland
Florida
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Hi Darian,

I am very sorry we didn't answer the phone. Our office hours are 9 AM - 6 PM, Monday through Friday. About once a day during those hours we have a call roll though all our lines and go to voice mail. I think it's imperative a business answer their phone, even web businesses. This is why we have our phone number easily available online.

Could you email us with when you called so we can figure out what happened? If this happens again could you message me via BGG? Which I don't check every day, so please be patient.

Cory answered your email about 30 minutes ago. It seems that once your package arrived in your town it was then sent to Atlanta; they have come to their senses and sent it back to your town again.

Thanks for your patience and my apologies for any phone problems.

Jerry
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Gerald Sunkin
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Maitland
Florida
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jill e gamer wrote:
I called regarding a problem with an order several months ago and got an answer from someone in their storefront. They told me all online order stuff has to be handled via email. To which, they did respond to my email fairly quickly, and told me they could not help me. But they were nice about it.

Sometimes customers call our brick and mortar stores in Orlando or Ft. Lauderdale with online store questions. Those employees are not trained to answer questions about the website, shipping status and the release dates of products for the online store.

They should not have told you to only email. We take dozens of calls a day on the online store side of the business. Emailing is a good idea though if we've gone home for the day. We answer all email within 1 business day.

Sorry that we couldn't help you out with your problem.

Jerry
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Darian Tucker
United States
New Smyrna Beach
Florida
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CoolStuffInc.com wrote:
Hi Darian,

I am very sorry we didn't answer the phone. Our office hours are 9 AM - 6 PM, Monday through Friday. About once a day during those hours we have a call roll though all our lines and go to voice mail. I think it's imperative a business answer their phone, even web businesses. This is why we have our phone number easily available online.

Could you email us with when you called so we can figure out what happened? If this happens again could you message me via BGG? Which I don't check every day, so please be patient.

Cory answered your email about 30 minutes ago. It seems that once your package arrived in your town it was then sent to Atlanta; they have come to their senses and sent it back to your town again.

Thanks for your patience and my apologies for any phone problems.

Jerry


No worries. It came through as it was supposed to. Thanks for checking into that for me.

I wasn't trying to publicly call you guys out or anything. I was kind of surprised, though, that my calls ALWAYS go through to voicemail (I've called at least four times before). I guess I must be very unlucky.

Thanks for coming through on this! You guys are the best!
 
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i have called CSI on a number of occasions and perhaps only once was the phone not answered. they are a great overall store.
 
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