Has anyone ever got a REAL response from Pokemon.com?

Discussion in 'TCG News & Gossip Discussion' started by chrataxe, Mar 4, 2011.

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  1. chrataxe

    chrataxe New Member

    So, I often times find myself using the customer service email at Pokemon.com. I have received "confirmation" emails, but I have never actually seen anything come out of it. It is VERY frustrating as I believe each of my emails where relatively important. And, what irks me the most is that, when I signed up to start a league, the FAQ specifically said to email customer service in the even that I needed more league support. Well, low and behold, my new league has grown faster in the first 2 seasons than Pokemon is willing to support me with. Now, I understand, once you hit 30+ players how their rules for league support work, but when you have less than 20, its completely worthless. So, thus far, I've been ignored twice for not having enough league materials and once for being hosed on a Professor exam that I failed by 1 question and I know for a fact I got 2 of the ones I "missed" correct. Being ignored for league materials only irks me because it specifically says to email them. And, being LO, "failing" the Professor exam really irks me since they where legitimately out of date questions and I can't accumulate points for running my league.

    So, I'm curious, exactly at what point does Pokemon.com/P!P actually respond?

    ---------- Post added 03/05/2011 at 01:23 AM ----------

    I take part of that back....by pure coincidence, I happened to be looking at another thread about professor exams and saw that a customer service rep said he replied to my inquiry about my professor exam. Looking back in my email, he did, I totally missed it.
  2. Forte

    Forte New Member

    Dan B. responds pretty fast and is helpful.

    I sent one email, waited a while then sent another.

    Dan responded before the other guy but it took less than 2 weeks.
  3. Cyrus

    Cyrus Iron Chef - Master Emeritus

    Sent a cust serv email (suggestion) a few days ago. No response, but I'm pretty sure they'll read and reply in due time.
  4. bullados

    bullados <a href="http://pokegym.net/forums/showthread.php?

    Many, many, many times. Dan and Pete are very good about getting back to the questions I send to the switchboard. Try using the new customer feedback section of the website. You'll probably get a better response there than you would with a regular email.

    Also, if you continuously send them an email with the same topic, it just bumps that query to the end of the line. If you don't receive a response, resend the query, but use a different title and different body and reference the ticket number that you got from your previous email.
  5. hueglin

    hueglin New Member

    I got a reply back on a very specific question to do with my League. It took a week or so, but answered my question effectively when it did arrive.
  6. Aron Figaro

    Aron Figaro New Member

    I've been trying to get them to handle my change of address from the US back to Canada for over a week now. Still haven't fixed it, still haven't received email from a human being. I'm glad my buddy still lives at that address, as I know they're sending me stuff and it's not going to find me.
  7. DarthPika

    DarthPika New Member

    I haven't always agreed with everything they do, and have been quite irritated with the company from time to time, but.... they do give direct replies to your emails. Just wait for it, they're usually very helpful.
  8. baby mario

    baby mario Front Page Article Editor<br><a href="http://pokeg

    I had issues with having two POP IDs and my Worlds invite going to the wrong address a couple of years ago.

    Dan B sorted it all out pretty quickly, which was great as I was a bit worried about the invite thing. I never had any of the problems that people talk about.
  9. Jaeger

    Jaeger New Member

    Yes, they were amazing in helping me get my worlds situation set up.
  10. Yoshi-

    Yoshi- New Member

    Agreed, the service is pretty good :)
  11. gallade

    gallade New Member

    I sent out a request twice, a few weeks ago, still haven't heard back.
  12. DarthPika

    DarthPika New Member

    ^ Emails do get lost/sent to the spam box. Try again, and if that doesn't work, perhaps give them a call?
  13. gallade

    gallade New Member

    I did it twice, the first time, no auto response, the second time i did get an auto response.
  14. DonphanAtoZ

    DonphanAtoZ New Member

    I have gotten an auto response. It's been about 12 days since that and I'm still waiting.
  15. niimou

    niimou New Member

    They've been VERY slow in my experience (upwards of a month) but the real responses always come eventually.
  16. PokeDad

    PokeDad Forum Moderator

    I have received responses in all cases. I have even been the recipient of Pokemon.com initiated contact. Customer service rocks. That said, responses are usually more timely when not coinciding with major tourney periods. Good luck.
  17. Scubadude

    Scubadude New Member

    Do you have a link for their phone number page?
  18. chrataxe

    chrataxe New Member

    I just talked with a league owner around my parts and he has had good experiences with them on the phone, might be the way to go.

    But, this season is up to be reported and I dont see me getting any additional support. Im sure I will go through it again next season at the rate im going. I have great marketing ideas to get my league to grow but its hard to employ them when I cant support the members I do have

    Sent from my LS670 using Tapatalk
  19. Rogue Archetype

    Rogue Archetype Moderator <br> Contest Host


    The New League anxiety.

    Yep. We've all been there.

    The fact is, when you're starting a new league, you're trying to get things set up "RIGHT NOW!" and days seem like MONTHS and weeks seem like YEARS when you're waiting.

    In other words, you don't feel like patience is a viable option.

    I think I have a special place on the P!P Wall-O'-Flamers for my league's incubation period.
    I gave 'em a hard time about response times. So, I definately feel your pain there.

    What I can tell you from a couple of years of personal experience as a league owner is that you WILL get taken care of.

    So, you will get your supplies (even if late), you WILL get your issues taken care of (even if it's not in the timeframe you desire).

    Do NOT flame them because you will be right back in this thread issuing an a public apology and feeling quite stupid (because they DO hook you up and you'll feel guilty for gettin' at their throats about stuff).

    Here's some perspective:

    (( Speculation Alert ))

    I think that there's only like 3 guys fielding an entire PLANET of emails.
    I always seem the same 2 or 3 names on every response.

    So, they knock this GARGANTUAN list of international emails down one at a time (while hundreds more are hitting the inbox everyday).

    The guys answering the emails wear several hats of responsibility. So, they're not hired to sit there and respond to customer support emails throughout the day; they click and respond whenever they get a moment to do so.

    As a result, you DO get your message answered but it's days, weeks, or a month later.

    I know this doesn't sound ideal, but the short answer to your question is: "YES. Everyone does have their emails answered."

    I don't know if there is some sort of order of priority given to PTOs, League Owners, League Leaders, general membership nontheless. It would make sense to have that sort of thing in place because PTOs need answers like "NOW!" in order to run events while general membership usually involves grievances (I imagine...) that aren't as time senstitive.

    To ease your anxiety, I'll just tell you this.

    Send an email and forget about it. Wait a week.
    If you have no response, send it again. Wait a week.

    Somewhere in that two weeks, you'll get an answer.

    I can assure you they do NOT aim to anger the general membership by ignoring emails. They have too many issues to tend to each day with fueling fires! :wink:

  20. bullados

    bullados <a href="http://pokegym.net/forums/showthread.php?

    RA: I'd modify that a little bit.

    Don't send exactly the same email twice. That bounces it to the end of their email queue.

    Instead, send an email that references your original email with the ticket number that was automatically sent to you. If you never received that ticket number, then send something similar but different, especially in the email's title section.
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