Hey,

Does anyone know how to contact customer service other then through email or the phone numbers listed. I have been tryign all day and all I get is Voicemail. :(

I know their busy and all but I need to get some badge issued fixed and according to their policies i have to do it today. Any Ideas ? 

overlordofevil:

Hey,

Does anyone know how to contact customer service other then through email or the phone numbers listed. I have been tryign all day and all I get is Voicemail. :(

I know their busy and all but I need to get some badge issued fixed and according to their policies i have to do it today. Any Ideas ? 

 Well, for things like badge refunds, I know you have to SUBMIT the request today; as long as you submit it today, you're good, even if it isn't acted on.  Did you send an email to customerservice@gencon.com about it?

yeah I sent them an email about it.

My situation is kinda funny as 2 people dropped out from my group but now I have a last minute addtion. :).. trying to see if I can change the name on one of the badges for my last minute addition.

I made the request today hopefully I will hear back soon. :)

Thanks for the response

marimacc:

Did you send an email to customerservice@gencon.com about it?

I'm getting a little concerned. I sent an e-mail to customer service a few days ago and have not received a response. I have not received any of my badges or event tickets for my family.

 For those sending emails to customer service. I spoke to Aleta at some length this morning and she was looking in the face of another 300+ emails to go through. She is doing this on her own, since she is Gen Con Customer Service. She is working hard to get through them all, but please give her a little time to respond and not send an email every day until she gets back to you. This only adds to the number she has to go through and slows the entire process down for those with concerns that come in behind you.

BG Guy:

She is doing this on her own, since she is Gen Con Customer Service.

AvatarArt:

BG Guy:

She is doing this on her own, since she is Gen Con Customer Service.

Plus run the VIG Program?  I'm sorry, but given the size of GenCon, that's not just realistic for one person to effectively do.  Kudos to her for all she is able to accomplish, but they really should hire some extra bodies, at least part-time, during the heavy season.    

A couple of us have volunteered to assist, but tech issues stand in the way. She really does deserve a huge round of kudos and a major dose of understanding when things don't come out quite on time. 

I've only sent the one e-mail so as not to overwhelm her, but I'm running out of days before I have to leave for GenCon and I'm still missing my VIG badge plus another $500+ in other badges and event tickets for my family and several of my friends. I have mail to me selected in the registration system and have had it that way the whole time. I REALLY am trying to be patient. I'm just starting to get really worried. Correct me if I'm wrong, but I'm under the impression I'm SOL if all of that gets lost in the mail.

Sephera:

I've only sent the one e-mail so as not to overwhelm her, but I'm running out of days before I have to leave for GenCon and I'm still missing my VIG badge plus another $500+ in other badges and event tickets for my family and several of my friends. I have mail to me selected in the registration system and have had it that way the whole time. I REALLY am trying to be patient. I'm just starting to get really worried. Correct me if I'm wrong, but I'm under the impression I'm SOL if all of that gets lost in the mail.

PM Sent 

What once was lost has now been found Aleta and BG Guy saved me.

Everything will be awaiting me in the VIG lounge.

11 days until I leave for GenCon!

Great to hear Sephera! 

BG Guy:

 She is doing this on her own, since she is Gen Con Customer Service. 

You know, I'm generally quite the supporter of GCLLC (and get flamed for doing so during registration times and all that drama), but this is really unacceptable. One customer service person for an event that has over 30,000 attendees? That's absurd. 

Aleta is great, but it's not reasonable to either her or your customers to have such a woefully understaffed customer service team. Considering the nature of the company (large-scale event organization), customer service is the company. 

Out of curiosity, does Aleta also handle customer service issues related to exhibitors and sponsors, or is that a different person/group?

CraftyShafty:

Out of curiosity, does Aleta also handle customer service issues related to exhibitors and sponsors, or is that a different person/group?

That is Megan for Exhibitors, and ~maybe~ Sponsors as well.. As far as I know, Aleta basically deals with only Volunteers and Attendees. 

Sephera:

I've only sent the one e-mail so as not to overwhelm her, but I'm running out of days before I have to leave for GenCon and I'm still missing my VIG badge plus another $500+ in other badges and event tickets for my family and several of my friends. I have mail to me selected in the registration system and have had it that way the whole time. I REALLY am trying to be patient. I'm just starting to get really worried. Correct me if I'm wrong, but I'm under the impression I'm SOL if all of that gets lost in the mail.

I am in a simular situation here. I have recieved everything, but my 7 True Dungeon tickets that add up to $280.00. Seeing that "Final Update" email has really made me worry that if they where lost, I'm SOL (if that is indeed the case legal action will be considered).

I've always been supportive of all the hard work the team does at GenCon LLC, but (and I hate to say this) they still have to get the job done. I understand that it's overwhelming doing all of this your self, but this is a buisness in the end and the company has to be held responsible. I don't want to start a revolution or anything, but until this point I haven't had a bad thought about GenCon LLC. Now I'm starting to realize that if they don't get held accountable for this (the owners and employers not the employees, I can't imagine how hard your job is and I am extremely thankful for everything you do for us) nothing is going to change. GenCon is in less than 12 days so I am a bit frustrated and I apologize, but I really don't want to miss out on True Dungeon this year especially after all of the lengths I went to get tickets.

Once again, I'm not blaming anyone (well except the big wigs at GenCon LLC), I just really don't want to miss out on True Dungeon this year, it looks so freaking awesome and so much better than previous years .

[/rant]

BG Guy:

Aleta basically deals with only Volunteers and Attendees. 

Yean, having one person for volunteers and all attendees just means the job won't get done.   

It isn't fair to Aleta either.  Now I understand why anytime someone on the boards - especially the VIG forum - says they aren't satisfied with the service they're getting, a moderator jumps in to say something that boils down to: "But it isn't her fault!  She's trying really hard!  You should be more patient and stop complaining."  We're certainly not picking on Aleta, but the lack of service is insane! 

We're paying for a service and we expect to recieve it.  When we don't get service, we have every right to ask why not, and to expect a reasonable response in a timely manner. 

 I sent a simple, one sentence question to Customer Service on July 14th.  I finally got my answer today.  Yes, I was glad to get it, but there's no way anything simple should take more than 24 hours, tops! 

Plus, what is something happend to Aleta?  If she (deity of your choice forbid) should break her arm in mid-July, is there anyone else who could even send us our tickets? 

GenCon LLC REALLY needs to hire another person!  Okay, they need at least 2, but 1 is a start. 

*end rant*

Hello all,

I know that there have been good and bad posts about the customer service department, and felt I should add my experience.

I had a (minor) issue and e-mailed Aleta.  She got back to me in a timely and very friendly manner.  I felt she went above/beyond to take care of my needs.  Up until today, when I just read this thread (I wanted to post a public thanks for her help), I honestly thought she was part of a large department...considering the good quality of help I reveived.

I'm shocked that she does so much (and does it well)...ALONE.  Wow...I'm speechless.  Aleta, you're amazing!

@ Aleta:  If you happen to read this thread in your "free time" (yeah, like you have any):  THANK YOU for all you do.