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Limited Run Games Thread - Global Outbreak of...Delayed Shipping

limited run games omg so rare ps4 vita

#13291 jedex   Elite Chemist CAGiversary!   1073 Posts   Joined 8.4 Years Ago  

Posted 16 September 2017 - 01:20 AM

wahhhh LRG should reprint Breach & Clear wahhhhh

Wrecked

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#13292 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:17 AM

I honestly think too the LRG people could do better with the limits on how many copies people can get of games. But I've noticed it seems like they don't care sometimes in the name of just selling out the game. You could switch it to one per person way ahead of time but a lot of the time they don't. Really does make me wonder why they don't do one per person a lot. What's the real reason? Was it what I said?


We do it because many people want to buy one copy to play and one to keep sealed. Might seem stupid to some people but I collect sealed games so I get it. I'm not here to tell people how to enjoy the things they buy. If we can find the right unit counts for each game to allow two per customer and service demand - that's always the goal because it allows us to sell more units of a game for our partners.

We don't start games off at one because there is a fine line here - if we start off at one and a game sells really slow as a result, we get droves of people trying to cancel because a game is "not rare". Many people who want two, will only buy one because they don't want to gamble on waiting for us to raise the limit. When we do raise the limit, they won't buy a second copy because they won't want to pay shipping twice. If they do, they'll want us to combine orders - which, as ridiculous as this may seem, is actually kind of time-consuming to do. We have to manually track combined orders. They completely disrupt or shipping process.

For every game that sold out super fast at two per customer, there is one that sold super slow. Those games would have sold disastrously bad at one per customer.

Note that competitors like VBlank and Play-Asia don't limit people at all in most cases. At least we make an effort to set per person limits on every release - we just have more demand than they do and it isn't consistent or predictable. Some things will sell out quickly and some will go slow. As someone whose money rides on this, I'd prefer the former over the latter. I'm always going to err on the safer side.

#13293 cassette  

cassette

Posted 16 September 2017 - 02:20 AM

Has Ys Origin shipped yet?



#13294 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:21 AM

Why don't you guys limit both to 1 for the first half hour or so? That way anyone who wants it can hopefully get it. If it doesn't sell out in 30 min then bump up the limit.


See above.

#13295 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:21 AM

Do the bundles come with one ticket or two?


Two

#13296 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:33 AM

Rude :(

I actually plan to play Night Trap the day I get it. I actually like Night Trap. :(

Also, maybe I didn't give context. 2 weeks ago they sent me copies of Bunker instead of Night Trap. I had to return the copies of Bunker before they would send me my Night Trap order. Took them a whole week to give me the info I needed to return the copies. So it's actually 4 extra weeks before I get my game... assuming they ship today and not in a week or two like they usually do.


Unfortunately, we've only got three customer support reps and they're buried under a constant stream of "Where's my [Skullgirls, Night Trap, LawBreakers, Wonder Boy, Ys]". They're responding to
around 1,000 support tickets each per week. That's not an excuse for poor service but I just wanted to give you some context.

We're doing our best to respond to things quickly but holy hell, it's been hard recently with the volume.

I verified yesterday that all replacements were indeed out. You should hopefully have your replacements soon. Sorry for the delay!

#13297 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:35 AM

Has Ys Origin shipped yet?


No - it was a preorder that is being manufactured to demand. We expect to start shipping it out in about two weeks.

#13298 Sporkis   Barley Legal CAGiversary!   1784 Posts   Joined 14.8 Years Ago  

Posted 16 September 2017 - 02:48 AM

And I forgot there were releases today...again...which makes two in a row now.  I am just off my game this week I guess. :oldman:



#13299 csbaker-az  

csbaker-az

Posted 16 September 2017 - 03:14 AM

Was giving an OSPF lab and overran PM release by 11 mins.  I usually peek at the 2nd batch progress just for my own amusement after getting in on the morning batch.

 

4 mins is an eternity for LRG releases.



#13300 trinken wir   CAGiversary! CAGiversary!   396 Posts   Joined 11.3 Years Ago  

trinken wir

Posted 16 September 2017 - 03:22 AM

We do it because many people want to buy one copy to play and one to keep sealed. Might seem stupid to some people but I collect sealed games so I get it. I'm not here to tell people how to enjoy the things they buy. If we can find the right unit counts for each game to allow two per customer and service demand - that's always the goal because it allows us to sell more units of a game for our partners.

We don't start games off at one because there is a fine line here - if we start off at one and a game sells really slow as a result, we get droves of people trying to cancel because a game is "not rare". Many people who want two, will only buy one because they don't want to gamble on waiting for us to raise the limit. When we do raise the limit, they won't buy a second copy because they won't want to pay shipping twice. If they do, they'll want us to combine orders - which, as ridiculous as this may seem, is actually kind of time-consuming to do. We have to manually track combined orders. They completely disrupt or shipping process.

For every game that sold out super fast at two per customer, there is one that sold super slow. Those games would have sold disastrously bad at one per customer.

Note that competitors like VBlank and Play-Asia don't limit people at all in most cases. At least we make an effort to set per person limits on every release - we just have more demand than they do and it isn't consistent or predictable. Some things will sell out quickly and some will go slow. As someone whose money rides on this, I'd prefer the former over the latter. I'm always going to err on the safer side.

For people complaining about one vs two copies, you realize how much easier LRG lives would be if they were shipping these out 5 or 10 copies at a time?  They would be saving money on handling costs (paying people to ship, boxes, tape etc.) and would have far fewer people to deal with complaining about everything.  I think we are all lucky there is some form of limit in place so we all at least have a good chance at getting the ones we want.

 

I think Doug and Josh should start a complaint jar.  Each time some self entitled person tells you how you are ruining their lives by not "allowing" them to get a release, put a buck in the jar out of the profits that each release.  At the rate of BS here I can only imagine what it is like for the support tickets.  Maybe this way you guys would start paying yourselves what you deserve to be making. 

 

Of course if you did it for shipping complaints (or Skullgirls) the company would go bankrupt and you guys would be sailing around in Yachts...



#13301 Vinny   Bang, bang... pew... CAGiversary!   23555 Posts   Joined 16.1 Years Ago  

Posted 16 September 2017 - 05:05 AM

Unfortunately, we've only got three customer support reps and they're buried under a constant stream of "Where's my [Skullgirls, Night Trap, LawBreakers, Wonder Boy, Ys]". They're responding to
around 1,000 support tickets each per week. That's not an excuse for poor service but I just wanted to give you some context.

We're doing our best to respond to things quickly but holy hell, it's been hard recently with the volume.

I verified yesterday that all replacements were indeed out. You should hopefully have your replacements soon. Sorry for the delay!

At this point, I have to ask: is there a reason why you guys don't just compile the status of each release and just put up a page with ballpark estimates on shipping/status info (obviously, 100% accuracy is impossible due to all the variables, hence why I'm saying ballpark estimates)?

 

Some of us have mentioned it before but I feel like I'm missing something because a) it hasn't been done and b) there are people who seem to not want it because they apparently keep logs of everything you guys post/tweet. 



#13302 Squarehard   Nyaa~ CAGiversary!   21186 Posts   Joined 12.7 Years Ago  

Posted 16 September 2017 - 05:46 AM

At this point, I have to ask: is there a reason why you guys don't just compile the status of each release and just put up a page with ballpark estimates on shipping/status info (obviously, 100% accuracy is impossible due to all the variables, hence why I'm saying ballpark estimates)?

 

Some of us have mentioned it before but I feel like I'm missing something because a) it hasn't been done and b) there are people who seem to not want it because they apparently keep logs of everything you guys post/tweet. 

To be fair, just because it's been mentioned doesn't mean it has to be done. ;P

 

Do you mean it hasn't been addressed by them?

 

It's not that I don't want it, but I want them to focus on more important things than a page telling me when things ship.  Outside of pre-orders/delayed manufacturing dates, which I feel would be more helpful, I don't think there really needs to be a shipping status page for shipping delayed titles.  I rather just have them work towards on speeding up shipping on releases rather than putting up a page that may or may not be the most accurate, give an estimate that people will just complain about if they don't make the estimate, and they will have a hard time keeping up with when they can't even keep up with their current upcoming releases page.

 

I'm not saying it's a bad idea, I'm just saying it doesn't seem practical for them to do so when there are far more important things to focus on right now other than a page that will most likely be forgotten about after awhile anyways, so really it'd just be helpful for a short time, but after that it'd a tumbleweed just rolling across a desert of neglect.  I want a long-term solution to shipping delays, not a short-term one.

 

It would be nice to have a list of released titles that are not yet manufactured though, and then have those specific dates up as a list.  I think this would be much more helpful than a shipping status info update, and they seem to be piling up more of these that they can actually put it to use in combination with the pre-orders as well that are still in progress.  Similar to the shipping status info page though, it's really not a priority either, just more of an aesthetics thing, rather than a necessity.

 

Not sure if that's the reason the people you mention who don't want it feels, but just how I feel on the issue, so take it with a grain of salt. :3

 

Now, if you're done reading,

giphy.gif



#13303 reaperztoll   Banned Banned   3366 Posts   Joined 6.7 Years Ago  

reaperztoll

Posted 16 September 2017 - 05:59 AM

Square I always find you insightful but if they don't focus on the short term at times then I don't see how the long term will ever get looked at. It shouldn't take any time at all for one of their CS people to update a simple table once a week which should then help free up their time to not leave customers in the lurch for 2 weeks  like the earlier poster.



#13304 were8kosh  

Posted 16 September 2017 - 06:06 AM

Unfortunately, we've only got three customer support reps and they're buried under a constant stream of "Where's my [Skullgirls, Night Trap, LawBreakers, Wonder Boy, Ys]". They're responding to
around 1,000 support tickets each per week. That's not an excuse for poor service but I just wanted to give you some context.

We're doing our best to respond to things quickly but holy hell, it's been hard recently with the volume.

I verified yesterday that all replacements were indeed out. You should hopefully have your replacements soon. Sorry for the delay!

 I think a lot of this has to do with how hard it is to find info on the games we buy. I been a customer with you guys since the start and I have no problem with the time it takes to get the games and I do love what you guys are doing. The problem i have is i received a shipping email on night trap on the 7th but it still says shipping label created usps waiting item. and its the 16th now. out of all my orders with you guys this is the first time i sat on a label made this long and it makes me wonder if i should email you or not. I should not have to go to or sign up on a third party site just for the chance to find info on if something in my order might be holding it up. it would be so helpful if i could go to your site and see something like night trap pc wont be ready for another week or so and i would know that you guys just made the labels early.



#13305 bradbo   CAG Veteran CAGiversary!   1131 Posts   Joined 12.5 Years Ago  

Posted 16 September 2017 - 06:25 AM

Sounds like it's time to hire. We suck because we're understaffed is easy to fix.

#13306 were8kosh  

Posted 16 September 2017 - 06:30 AM

easy quick fix would be for us to compile info that we find on the first page to help each other out. Anyone here a mod and wants to do it :)



#13307 Olengie   Your Waifu is Kuso. Except Mine CAGiversary!   11868 Posts   Joined 8.2 Years Ago  

Posted 16 September 2017 - 06:59 AM

easy quick fix would be for us to compile info that we find on the first page to help each other out. Anyone here a mod and wants to do it :)

We all know that the majority of the people aren't going to read the front page. They just read the title and the last page and then post.



#13308 csbaker-az  

csbaker-az

Posted 16 September 2017 - 07:02 AM

I hear Excel helps you keep track of games you have ordered or received.



#13309 StudlyOmelet  

StudlyOmelet

Posted 16 September 2017 - 01:07 PM

I hear Excel helps you keep track of games you have ordered or received.

Imagine Excel was short of features the customers wanted and they replied "I hear Google Docs does that."

Do you think he doesn't know what a spreadsheet is? And if "you think" you know, do you know what a spreadsheet is? Oh you were being sarcastic because it's funny to answer legit concerns like that?

One more thing. McDonalds literally instructed a million employees to answer "Thank you" with "my pleasure" because old people complained about the ubiquitous millenial response "no problem"...so quit acting like him wanting a place to show where his money went and how long it will be until he sees what he paid for is somehow too much to ask.

#13310 UltimaChocochu  

UltimaChocochu

Posted 16 September 2017 - 01:08 PM

Couldn't you just use the order summary page to do that?
Regardless it is hard to keep up when these games were supposed to ship, I tried even going back to their old game pages but that info isn't there anymore.
Still waiting on WB but I can't recall if that's held up due to the LawBreakers CE, and still waiting on Night Trap.
Actually just realized I haven't gotten Rive or Bard's Gold.... Was there any issues with those or?



#13311 bojay1997   CAGiversary! CAGiversary!   6486 Posts   Joined 16.8 Years Ago  

Posted 16 September 2017 - 01:16 PM

I agree that setting up some kind of release status page might be helpful given how many recent releases were not shipped immediately.  Having said that, I don't know that it will reduce in any significant way the number of people that keep contacting customer service as I think those people are essentially complain asking rather than actually doing so in search of information.  



#13312 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:01 PM

At this point, I have to ask: is there a reason why you guys don't just compile the status of each release and just put up a page with ballpark estimates on shipping/status info (obviously, 100% accuracy is impossible due to all the variables, hence why I'm saying ballpark estimates)?

Some of us have mentioned it before but I feel like I'm missing something because a) it hasn't been done and b) there are people who seem to not want it because they apparently keep logs of everything you guys post/tweet.


People didn't even read the product page when they ordered their games to know that Ys wasn't shipping until October. I have 0 confidence that putting up a status page would save any headaches. It's not a bad idea, but it probably wouldn't help reduce the support tickets or tweets.

#13313 Doomstink   AUTOBOT Retailer Representative   2955 Posts   Joined 12.9 Years Ago  

Posted 16 September 2017 - 02:05 PM

Sounds like it's time to hire. We suck because we're understaffed is easy to fix.


We don't always see this level of support need so hiring a fourth customer support rep would be a waste whenever things slow down.

#13314 UltimaChocochu  

UltimaChocochu

Posted 16 September 2017 - 02:11 PM

People didn't even read the product page when they ordered their games to know that Ys wasn't shipping until October. I have 0 confidence that putting up a status page would save any headaches. It's not a bad idea, but it probably wouldn't help reduce the support tickets or tweets.

I've actually read when the estimate was, but honestly over time you forget.
I still have an order from July, and that's so far back I'm unsure of an estimate to ship date.

Edit: Plus I don't want to open a ticket for what may be nothing, if the information at least remained on the games page after it was sold, I'd be able to check but, I didn't see any estimates on the pages for games I'm awaiting anymore.

#13315 Vinny   Bang, bang... pew... CAGiversary!   23555 Posts   Joined 16.1 Years Ago  

Posted 16 September 2017 - 02:42 PM

People didn't even read the product page when they ordered their games to know that Ys wasn't shipping until October. I have 0 confidence that putting up a status page would save any headaches. It's not a bad idea, but it probably wouldn't help reduce the support tickets or tweets.

Thanks, that's a reasonable response and I'm glad you guys at least you gave it a thought. 



#13316 chrislaustin   CAGiversary! CAGiversary!   7615 Posts   Joined 14.7 Years Ago  

chrislaustin

Posted 16 September 2017 - 02:59 PM

Edit: Plus I don't want to open a ticket for what may be nothing, if the information at least remained on the games page after it was sold, I'd be able to check but, I didn't see any estimates on the pages for games I'm awaiting anymore.

I think if the info was provided on the "ticket" page, before you open a request, it would work wonders. So before you can open a ticket, it splashes the current outstanding games, and when they may be shipping. So the person has to read that before they can open a ticket, and in that case, the proper info gets to the proper persons. 

 

I agree 100% that most don't "read" the product page, as I deal with that kind of situation pretty regularly myself. So while putting an updated faq on the site someplace may not be seen as it should, but to add the info before a ticket can even be opened, that seems like it could cut down on the support tickets greatly.

 

I've never opened a ticket before, so I'm not sure how the site works, and what info can be placed where. So a warning page before you can open a request stating, that if your looking for game x, y or z, this is the current status. If the date hasn't been reached for your game, PLEASE DO NOT OPEN A TICKET REQUEST!, as it only slows down product fulfillment, and slows down shipping for everyone. As it will ship after that current date has been reached. Please allow two weeks from that date to receive a shipping notice.

 

Now the guy who was getting ready to ask why his Ys hasn't arrived, now knows it's not even shipping until a specific date, and the ticket request is no longer needed. Now if that date is reached, and the product hasn't arrived, that page will need to be updated, stating the game was delayed, waiting on TC, etc.

 

It's like when my cable is down or my power goes out, and you go to there website(or call on the phone), and before you get any other info, it states service is down in these areas, and for this time frame. Now I know not to even bother contacting anyone, as I know what is wrong. It's not about what you do, but how well you do it. Of course most people don't read, but if the info is where it can best serve that group, it will help.



#13317 trinken wir   CAGiversary! CAGiversary!   396 Posts   Joined 11.3 Years Ago  

trinken wir

Posted 16 September 2017 - 03:00 PM

Just brainstorming, but you could add the info page on release status as part of the support ticket process. When someone goes to submit a ticket the first thing they see is an estimated ship date for maybe the last 10 releases. This might slow the number of support tickets.

#13318 chrislaustin   CAGiversary! CAGiversary!   7615 Posts   Joined 14.7 Years Ago  

chrislaustin

Posted 16 September 2017 - 03:01 PM

Just brainstorming, but you could add the info page on release status as part of the support ticket process. When someone goes to submit a ticket the first thing they see is an estimated ship date for maybe the last 10 releases. This might slow the number of support tickets.

Great minds think alike. LOL



#13319 trinken wir   CAGiversary! CAGiversary!   396 Posts   Joined 11.3 Years Ago  

trinken wir

Posted 16 September 2017 - 03:05 PM

Okay so I guess Chris and I are on the same page. Guess he beat me to the idea by the time it takes to write a post.
The power company example is a perfect example.

#13320 Vinny   Bang, bang... pew... CAGiversary!   23555 Posts   Joined 16.1 Years Ago  

Posted 16 September 2017 - 03:12 PM

I think if the info was provided on the "ticket" page, before you open a request, it would work wonders. So before you can open a ticket, it splashes the current outstanding games, and when they may be shipping. So the person has to read that before they can open a ticket, and in that case, the proper info gets to the proper persons. 

 

I agree 100% that most don't "read" the product page, as I deal with that kind of situation pretty regularly myself. So while putting an updated faq on the site someplace may not be seen as it should, but to add the info before a ticket can even be opened, that seems like it could cut down on the support tickets greatly. 

 

Well said. I would think the info would be simple to add and fine, it won't completely solve the problem but even if 20-30% of people who want to ask the question check the page and find the answer, that would still save time.