GtG Lack of communication

I'm a big fan of Sentinels but am a bit dismayed by the lack of communication I've recieved in contacting them.  I'm wondering if all the success and pushing of other game products have them stretched a bit too thin.

Two issues:

Back for the 5th anniversary they sent out email asking stores and players to organize a sentinels night in honor of the 5 years for the company.  Our local store in Kalamazoo, MI contacted them and signed up to run.  GtG said they would send out support in their original posts.   The day came and nothing ever arrived.  We had about 16-20 people show up and I ended up handing out my own personal collection of promos as th store previously said they would be giving support out.   Afterwards the store and I both contacted them via email and I posted on the original  news update on the GtG page and we never received any response.   I was just out a pile of promos.

Here's my comment on the post with no response:

https://greaterthangames.com/content/fifth-anniversary-multiverse-month-and-more-and-upcoming-projects#comments

I signed up for the kickstarter and got my set of foil heroes in the mail.    When flipping through them the last 10 or so had black crud chunks on them.  when brushing the chunks off they took part of the image with them leaving shiny foil blemishes.  Other cards had dark lines on them in printing errors.   I contacted GTG through their support email twice now.  It's been over a month and no response.

On both of these I felt like waiting a while was the proper response but after getting nothing I felt posting on the forum was the only way to gain visibility.

This kind of complaint is becoming a bit too common.  I hope you get a response soon.  

Hey, everyone!

Sorry we had a bit of a lapse there. It turns out that my inbox can get a little backed up when I'm basically gone for over a month, between conventions and preparing for conventions. Especially when Lots Of Things happen in that month that might fill my inbox even more.

I'm mostly caught up at this point. I would estimate that about 1-2% of emails don't get to me, either through spam filter or some other error. Unfortunately, that's still a lot of emails, if you look at the total volume I receive every day. If you haven't heard back from me, it's likely I did not get your message. Please contact me directly at craig@greaterthangames.com, and I promise I'll get you taken care of.

Craig, you guys need to fix this problem, not just appologize for it whenever someone gets so frustrated they make a post.  As powerhound said, it's become distressingly common.

You're absolutely correct. This is something that has its own meeting coming up at our company-wide summit. We're still figuring out the transition between "company that makes a game" and "publisher with an actually huge catalog."

For one, it's probably not viable, long term, to have the person who answers literally all the emails also being the person who travels to all the conventions. Or to have a single person who answers literally all the emails, even. But when I was hired and we all got settled into our roles, that totally made sense for that time. And it's something we need to adapt out of.

We're getting there. Thanks for sticking by us and being patient while we work out our growing pains.

Yeah, you guys seem to be constantly trying to catch up to your growth.

Cuz they keep constantly growing…

I'm being laid off at the end of the month and am very good at answering emails and customer support. Just saying

Also, you guys could give Foote lore answers in lieu of pay!

Idk if I'd go that far. Throw in a Redeemer Fanatic and I might be swayed though.

You know, with PW and XPW Fanatic having incredibly awesome powers, I can't even hate on Redeemer Fanatic anymore.

And best of luck to you with the layoff.  

Just to put something positive out there, I recently contacted GTG asking if it was possible for Oblivaeon backerkit pre-orders to be added to existing kickstarter orders and got a (favourable!) reply within a day.  Maybe this was a problem a month ago, but I've been happy with the communication I've had!

Incidentally if there any any UK groups for ordering Oblivaeon, please get in touch :p

I'll also add to the positivity. I had some issues with my foil cards and my mail was one of the ones that went AWOL; I contacted Craig after seeing his reply earlier in this thread, and he had the issue sorted and my replacements to me in the UK in a little over a week. Although I've had a few issues with GTG communications over the past couple of years, they've always put things right ASAP, at least for me.