EU Fulfilment Update - 19th September

Greetings one and all, and welcome back to the GamesQuest crowdfunding fulfilment update! Thank you for finding us for another installment of the EU Fulfilment Update. If you are located in either Switzerland or Norway, please check the UK & ROW blog for your blog updates.  

Questions

Please leave your questions in the comments section below. A member of of marketing team will respond and provide any information that we are able to share as soon as possible.

Customer Service Update:

We are currently receiving a high number of support tickets. Our team is working incredibly hard to guarantee that all customer inquiries are answered. The current response time is now 21 working days. We would like to apologies the delay and for any inconvenience caused.

A record number of support tickets have been received, which has caused the delay. If this negatively impacted your interaction with us on this occasion, we sincerely apologise. We are happy to inform that our brand-new customer service representatives are on board and ready to help backers with their inquiries.

Although we continue to receive a large number of support tickets each week, we anticipate that the wait time will soon start to shorten. We appreciate everybody's patience during this extremely busy period.

Please be aware: Due to the way our system works, when you reply to your own ticket it reduces its priority. Please do not respond to your support ticket to avoid further delays.

Vampire: The Masquerade - CHAPTERS 

We have been in close communication with our courier, Parcelforce regarding the on-going issues of customs clearance via GLS/German Customs. The issue has affected a small number of orders, and after an in-depth investigation conducted by Parcelforce, we have been made aware of a transmission error, which has resulted in a portion of orders failing to update with the correct customs data despite having been transmitted.

After multiple meetings, we have been reassured that affected orders can now be re-processed and are expected to clear customs. The remaining orders which are ready to be dispatched will be collected via the courier within the next few days from our UK Hub. For orders that are currently being held at customs, we have been assured that now proof of payment has been provided, these orders will now also clear customs.

Please note: A number of orders that are being re-processed will require new tracking information which will be sent via email. We sincerely apologise for the inconvenience caused by factors outside of our and the publisher’s control and understand the frustration the situation has caused.

We will continue to monitor the situation and provide further updates where necessary.

In the meantime, if backers are missing any items from their order on delivery, please contact our customer service team here.


-     Team GamesQuest


Please see our FAQ's for reference on all Vampire: CHAPTERS updates here.

With that said, let’s get to it…

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As always, the information below is the best projection we can currently give of our schedule over the next few weeks.