As some might have noticed, Eclipse Phase is offering some t-shirts ([url=http://eclipsephase.com/eclipse-phase-t-shirts]EP blog[/url]; [url=http://www.eclipsephase.com/releases/eclipse-phase-t-shirts]EP t-shirt entry at the releases page[/url]). As I am GM some EP adventures at a con, I decided to buy a t-shirt... sadly, this didn't work out well.
I put my order all right, on Oct 10, but after two weeks, I got nothing. I checked the Google Wallet info page (which was asking me to review the seller), and it said "order not shipped". WTF, I asked myself, it has been two weeks. I went to the seller website (the t-shirts are sold by a third party, not Posthuman Studios, LLC.), at [url=http://ziraxia.com/]ziraxia.com[/url]. Their FAQ is broken. Their contact us webform is broken (it fails trying to run). I googled fu their email, send an email a week ago - no reply. The order is still "not shipped". I am calling it a scam (or a case of company going bankrupt), or at least terrible customer service, and I am warning anyone against buying anything from those guys.
Now, let me stress one final item: the t-shirts are not sold by Posthuman Studios, LLC., but by Ziraxia (although Google Wallet confusingly refers to the company as Red Alert Screenprinting). I am assuming that Posthuman Studios, LLC. did not realize how bad Ziraxia will treat their customers (us), so I hold no grudge against Posthuman Studios, LLC.; they were scammed even more so than us - they face the lose of trust among its fans, something I hope won't happen. However, I would expect to hear Posthuman Studios, LLC. representative reply here, and I'd expect to see their relation to Ziraxia terminated ASAP, before anyone else is scammed like I was.
Now, I am off to try Google Wallet mediation, to get a refund.
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EP t-shirts: beware terrible customer service / scam warning
Wed, 2012-10-31 21:34
#1
piotrus
EP t-shirts: beware terrible customer service / scam warning
Thu, 2012-11-01 03:18
#2
Thampsan
Hrm, that's unfortunate
Hrm, that's unfortunate @piotrus. I ordered quite a few shirts, two of both styles and received them in a timely fashion. It does seem like something that the guys here might want to look into, if nothing else than to inform Ziraxia that their customer service is lacking.
Tue, 2012-11-13 14:52
#3
nezumi.hebereke
If these are the OFFICIAL PS+
If these are the OFFICIAL PS+ shirts, and you've done everything you can to deal with the vendor, you may want to contact PS+ directly (they do watch the forums, but not religiously). The contact info is on the website: http://www.eclipsephase.com/contact
I'm not sure what sort of help they can be, but at least they'll know their distributor is being flakey.
(Also as a note, please do understand if they're pokey about getting back to you. I have it on good authority that they are SWAMPED right now.)
Tue, 2012-11-13 15:59
#4
piotrus
I left them a message.
I left them a message. Swamped I understand, but there is such a thing as being scammed (and in good faith I assume PS are a victim here, too), so I hope they'll reply soon (and at the very least pull the t-shirts offer from their shop, so nobody else looses the money...).
For the record, Google Wallet has escalated this to mediation, and attempted to contact the merchant, who seems to be ignoring them as well.
Tue, 2012-11-13 16:36
#5
sysop
I got your message, and it
I got your message, and it should also be sitting in the email inbox of the big boss-like guy. If he hasn't caught up with you, I'll ping him and make sure it doesn't slip through the cracks here. I'm not in much of a spot to negotiate with the t-shirt manufacturer but I wanted to let you know the message landed in the right place to get tended to.
Nezumi is very much right about being swamped, so please be patient with us - we're juggling goslings. And no one likes what happens when you drop a gosling.
—
I fix broken things. If you need something fixed, mention it [url=/forums/suggestions/website-and-forum-suggestions]on the suggestions board[/url].
[color=red]I also sometimes speak as website administrator and/ moderator.[/color]
Tue, 2012-11-13 17:59
#6
Thampsan
Yeah, mother geese tend to
Yeah, mother geese tend to get a little psychotic if you drop, or handle their young. Might I suggest moving to juggling something safer? Like chainsaws.
Tue, 2012-11-13 22:15
#7
Lord High Munchkin
Thampsan wrote:Yeah, mother
I've seen that! It was impressive (although they were very small chainsaws)... however the bloke juggling sickles was much better (and far, far scarier).
Wed, 2012-11-14 02:57
#8
piotrus
Short update: with still no
Short update: with still no word from the seller, my order has been refunded by Google.
Thu, 2012-11-15 14:10
#9
ziraxia
Piotrus,
Piotrus,
First, I'm very sorry. The ball was well and truly dropped here.
We're a very small company, and everyone wears a number of hats. I'm the web developer for all our sites, and I'm in the process of rewriting the Ziraxia codebase from the ground up, since the current implementation relies on some outdated tech. I'd love to assign some forks to get it done faster, but it's just me for now. I also didn't know the contact page wasn't working right, so I'll add that to my todo list.
We have not been receiving any error or dispute notifications from Google Wallet (née Checkout), and apparently it hasn't been sending us order notifications either! However, we get such a low percentage of sales through Google that the lack of new Google orders didn't raise any eyebrows around here.
As far as the support emails not being answered... I got nothin'. I can only tell you that I've taken over the support@ziraxia.com email address and that I'm sorry your messages weren't answered.
Now, according to Google, your order was placed on October 10th. Since the FAQ page was bugged out, you had no easy way of seeing that it can take up to 4-6 weeks for orders to reach you. We don't keep a lot of printed stock, so each shirt is hand printed by Matt or Gary specifically for your order.
I've asked Matt to print me up an extra shirt when he prints the next set of EP shirts here in a few days, so I can send you one. If you, or anyone else here ever has any issues with your shirts not arriving in a timely fashion, please feel free to email me, either at support@ziraxia.com or directly at chris@ziraxia.com, or give me a call at 813-888-8555, and I'll get things straightened out for you.
Chris
ziraxia.com
Thu, 2012-11-15 14:25
#10
piotrus
Fair enough, stuff happens,
Fair enough, stuff happens, and I am glad to hear that I just ended up getting a critical failure, an exception than the rule. I was honestly afraid you guys were going under or such, good to hear this is not the case. If the FAQ was not down, I would've found it and waited patiently, but as it was... Hopefully with your website de-bugged it won't be an issue in the future.
Thu, 2012-11-15 15:20
#11
AdamJury
piotrus, please let us know
piotrus, please let us know when you get your shirt so we can mark this as resolved. :-)
Thu, 2012-11-15 16:01
#12
piotrus
Adam, you can mark this as
Adam, you can mark this as resolved. Google Wallet has reimbursed me, so I guess the issue is closed. I may order the shirt again, through probably in a little while (I am about to move IRL).
*just wish I had the shirt last week when I was running a con game...*
Thu, 2012-11-15 16:51
#13
ziraxia
If you're about to move...
If you can drop me an email (support@ziraxia.com) with the best address to reach you, I'll make sure a shirt gets to you, rather than shooting off into the ether.
Chris
www.ziraxia.com
813-888-8555