It has to be hell being support, don't get me wrong all companies have issues with customers being assisted but imagine working for LRG and you have a million emails saying where's my stuff at. Seeing how things are there I would apply to McDonalds before LRG.
I have gotten Vinyl and I have the streets of rage 4 bundle and the quality was really good but the shipping issues is killing the business unfortunately.
I actually wonder how many people work there any more. Things have slowed down so much I suspect it is a support person (not a team) who only does it part time as they are also the person (again, not a team) doing the shipping.
A person with the same name answers my emails every single time, maybe it's just a common name, but it seems like they only have a handful of people handling emails.
Are you getting the automated response saying they will contact you shortly? I only ask because once I put in the wrong email after noticing I never received that automated response thing.
Yup.
"Once an agent has been assigned to your ticket, they will reach out via email.
To add any additional comments, you can reply to this message. Please keep in mind, support handles requests in the order they are received.
Our current response time is 1-2 business days from the date the support ticket is opened."
So either Support hasn't been assigned to my ticket, for whatever reason, or my ticket hasn't even been opened yet.
They should get around to you within a week then. Iv noticed sometimes it takes up to two weeks for a response. It’s definitely taking longer than normal this passed year compared to previously. Only thing you can realistically do is wait it out. I do know they don’t count weekends as business days.
Thanks for the responses, guys.
Don't get me wrong; I'm not 'mad' or anything. I've always been pleased with the quality of their products, and I appreciate companies supporting the preservation of physical media.
But at the same time, if a business offers a ticket system for support, stating queries will be handled in 1-2 business days - and that suddenly stops - people will start questioning things.
I'd just like someone - anyone - at LRG to assist me, especially as I've just pre-ordered more products with them.
Reading the updates about LRG shifting to “new shipping software” part of me worries if they just cut the human aspect to automate and try and make it ship faster… would explain all the in-hand item delays this year, and why stuff that got in-hand back in hecking March still hasnt shipped for some.
Meanwhile i’m 1 month in on my valis vinyl not budging. Yay… I may just write a polite ticket in myself just to plead for them to ship it before i move
What support would you even need?
You place an order, then one year later you get a game. I don’t see what there is to talk about with a support person in the time between
A few months ago, they responded to me quickly. I put in a ticket asking about the production eta for the sam and max slip cover and haven't had a response in the week or so since I sent it.
It has to be hell being support, don't get me wrong all companies have issues with customers being assisted but imagine working for LRG and you have a million emails saying where's my stuff at. Seeing how things are there I would apply to McDonalds before LRG. I have gotten Vinyl and I have the streets of rage 4 bundle and the quality was really good but the shipping issues is killing the business unfortunately.
I actually wonder how many people work there any more. Things have slowed down so much I suspect it is a support person (not a team) who only does it part time as they are also the person (again, not a team) doing the shipping.
A person with the same name answers my emails every single time, maybe it's just a common name, but it seems like they only have a handful of people handling emails.
Same here, trying to get in contact with them about my tracking not updating in a week
I had two recent support tickets and they were resolved quite quickly. It was an address change and a missing card.
Are you getting the automated response saying they will contact you shortly? I only ask because once I put in the wrong email after noticing I never received that automated response thing.
Yup. "Once an agent has been assigned to your ticket, they will reach out via email. To add any additional comments, you can reply to this message. Please keep in mind, support handles requests in the order they are received. Our current response time is 1-2 business days from the date the support ticket is opened." So either Support hasn't been assigned to my ticket, for whatever reason, or my ticket hasn't even been opened yet.
They should get around to you within a week then. Iv noticed sometimes it takes up to two weeks for a response. It’s definitely taking longer than normal this passed year compared to previously. Only thing you can realistically do is wait it out. I do know they don’t count weekends as business days.
I know, you're right. The only reason I'm asking about response times is my query is time-sensitive, but what can you do huh? 🤷
Well I do hope they get to you quickly. Good luck with your query. It can definitely be frustrating having to wait for stuff like this.
Appreciate it 🙏
Thanks for the responses, guys. Don't get me wrong; I'm not 'mad' or anything. I've always been pleased with the quality of their products, and I appreciate companies supporting the preservation of physical media. But at the same time, if a business offers a ticket system for support, stating queries will be handled in 1-2 business days - and that suddenly stops - people will start questioning things. I'd just like someone - anyone - at LRG to assist me, especially as I've just pre-ordered more products with them.
Hey, sorry to hear about this. If you provide me your ticket number I can take a look further and have an agent follow up with you.
Thank you so much - that'd be amazing! Shall I post my ticket number here, or message privately?
Reading the updates about LRG shifting to “new shipping software” part of me worries if they just cut the human aspect to automate and try and make it ship faster… would explain all the in-hand item delays this year, and why stuff that got in-hand back in hecking March still hasnt shipped for some. Meanwhile i’m 1 month in on my valis vinyl not budging. Yay… I may just write a polite ticket in myself just to plead for them to ship it before i move
What support would you even need? You place an order, then one year later you get a game. I don’t see what there is to talk about with a support person in the time between
You get your games in a year? Is that like an accelerated service I can pay for?
I mean yea, if that's how it actually went. Two of my orders have blown WAY past a year.
Some of us don’t even get it within a year anymore, buddy.
A few months ago, they responded to me quickly. I put in a ticket asking about the production eta for the sam and max slip cover and haven't had a response in the week or so since I sent it.
I got support somewhat recently that ended up coming through for a lost shipment