Post Reply Paid,Pending Fulfillment/Unshipped Status
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Posted 7/13/14
Hello, I recently order the killer is dead limited editon bundle that comes with a mystery game for your chosen system and a mystery video game themed shirt and i ordered it on friday June 11,2014 early in the morning and i am wondering how long it is going to take to process and send out my order because i am very anxious and excited to recieve this pacakge but as this is my first time ordering something off of the crunchyroll store so i woukld like a few answers
Product Design
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Posted 7/14/14
Support can help with specific details of your order, using the Contact form: http://www.crunchyroll.com/help?topic=contact

The forum is mostly populated by other users and moderators that don't have access to order information.

Hope that helps!
Guardian of A/M/P
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Yo Mama's House
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Posted 7/14/14 , edited 7/14/14

meziarogue wrote:

Support can help with specific details of your order, using the Contact form: http://www.crunchyroll.com/help?topic=contact

The forum is mostly populated by other users and moderators that don't have access to order information.

Hope that helps!


Why not add a bigger sign for the "Contact Us" form to make things more obvious? Better yet, why not something like this to the "Help" section?


(Doesn't seem too hard for you guys since you have one already for the "Rules".)

Then, put a caveat somewhere about the "Help" forums being more of a community response area rather than something that could help with payments, orders, and other things that users doesn't have any access to solving with the exception of redirecting people to the "Contact Us" form.

Just wanted to say again to another support mod because you yourself responded twice by saying to the user with the inquiry to go to the "Contact Us" page. Also, the "Contact Us" page at the bottom is so small. For something with such great importance for customer, I'm still scratching my head to why you guys haven't implemted something like that; this is me suggesting it several times already to the mods.
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Posted 7/14/14
If it was made more prominent, I'm sure that users with a problem will take every issue straight to customer support, even if it's already been solved in the forum. It's not a perfect solution, but the current site setup probably cuts down on the number of unnecessary support tickets/emails.
Guardian of A/M/P
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Posted 7/14/14


Of course it would. That is the whole point. Plus, it is part of it. Come on. Maybe if the support gets more bombarded they would set up their game and figure a better solution for the person getting from Point A to Point B rather than a detour then to the main part.

Additionally, the ones that is very common in the Help sections is basically redirecting people to Contact Us. You know that as well as I do.

At the very least, they should put a "Contact Us" in the area for when people are cancelling their subscription or free trial to smooth things out. I don't see a reason why not nor a way to rational or twist it around.

I will try and put a more comprehensive spin to this when I get a chance.
The Wise Wizard
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Posted 7/15/14

zendude wrote:

At the very least, they should put a "Contact Us" in the area for when people are cancelling their subscription or free trial to smooth things out. I don't see a reason why not nor a way to rational or twist it around.

An alternative might be to created a stickied and closed topic with the title "Billing questions and cancellations", and then having the sole post a message directing customers with such concerns to the "Contact Us" link.

Guardian of A/M/P
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Posted 7/15/14

TheAncientOne wrote:


zendude wrote:

At the very least, they should put a "Contact Us" in the area for when people are cancelling their subscription or free trial to smooth things out. I don't see a reason why not nor a way to rational or twist it around.

An alternative might be to created a stickied and closed topic with the title "Billing questions and cancellations", and then having the sole post a message directing customers with such concerns to the "Contact Us" link.



And/or put one where one would be cancelling their accounts instead of the run around. Maybe somewhere at the https://www.crunchyroll.com/acct area.
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Posted 7/17/14

zendude wrote:

Why not add a bigger sign for the "Contact Us" form to make things more obvious? Better yet, why not something like this to the "Help" section?


(Doesn't seem too hard for you guys since you have one already for the "Rules".)

Then, put a caveat somewhere about the "Help" forums being more of a community response area rather than something that could help with payments, orders, and other things that users doesn't have any access to solving with the exception of redirecting people to the "Contact Us" form.

Just wanted to say again to another support mod because you yourself responded twice by saying to the user with the inquiry to go to the "Contact Us" page. Also, the "Contact Us" page at the bottom is so small. For something with such great importance for customer, I'm still scratching my head to why you guys haven't implemted something like that; this is me suggesting it several times already to the mods.


Oh hey, they made this change.
Guardian of A/M/P
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Posted 7/17/14

eyeofpain wrote:

Oh hey, they made this change.


"BOSH_LAWL"

Well, let's see how that works out. Hopefully things will change up a bit.
Product Design
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Posted 7/21/14

zendude wrote:


eyeofpain wrote:

Oh hey, they made this change.


"BOSH_LAWL"

Well, let's see how that works out. Hopefully things will change up a bit.


We weighed a few options, but the banner on the help forums best addressed the issue at hand (forum posts that result in one response directing users to the support form). We'll be monitoring the results of this change on Support.

The help forums should be a place for users to help other users, and any issues that cannot be resolved with user advice or a mod's help should go directly to Support. This way a user doesn't have to detail their problem twice, and should also reduce some of the double-responding our Support staff does, responding to users via email as well as their forum post.
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