February 11 support ticket id
I notified staff.
@RVconsultant @AnswerGroup Will you please notify staff to update ticket #28853? I still waiting on 2 customs I ordered a month ago. Order number #2029106
I ordered a name embedded major title over a week ago and have not received it yet.
I really wish there were more accurate time frames posted for customs and Name embedded subs because when it says 3 to 5 days to receive it, it is ALWAYS a frustration and a disappointment when that doesn’t happen. I don’t think I have ever received a custom on time. Most times it is weeks past the due date and then having to ask for support to get it sucks.
I’m not here wanting to complain. If it takes a month to process and receive a custom or name embedded major title so be it, but please post that on the website to quell expectations. I really was hoping to get my order within the 3 to 5 days, but again, I am here requesting assistance.
I love SubClub and in many ways I center my life around these sub’s so please know I am not ungrateful or sour. I am just disappointed and frustrated that the time frames to receive name embedded subs rarely seem to be honored.
Order #2029336
1 Like
I love SubClub but this is just terrible customer service. What’s going on?
#29045
Submitted this ticket regarding a question I had about the name embedded majors on the 21st of the month, no response yet.
@RVconsultant please help, thanks.
I really don’t want to be a complaining customer and wanted to have patience. But I gotta ask: “What is going on?” as well, since I placed my order for two name embeded majors almost 3 weeks ago, February 9, 2025 to be precise. When it was unexpectedly placed on hold, I opened up a support ticket, and support clarified that there was a mix-up and that I needed to clarify which modules to combine with what major, and support promised to resolve the issue asap. I immediately gave support that information. That was more than a week ago, and I haven’t heard anything from support since then.
My order is still saying that it is put on hold. I would like to at least get some confirmation that the information was received and that the order can be processed.
I knew this was going to be slow, given that this service was just rolled out and SubClub must be swamped in orders. But this is getting rather long and it would be nice to have some update.
Order #2029227
We have a 92% successful on-time delivery percentage right now. Then we started getting slammed with orders and things got a bit backed up. We are a fair company and we understand frustrations when things are delayed, we really do – but to start saying things like “what happened to SubClub” is immensely frustrating, considering in a few weeks, the hype will have calmed down and we’ll hit a 98% delivery rate again.
So, to answer everyone’s question? A small company underestimated the popularity of a service they started and got a bit backed up. The same thing that happens every time we release new services or products. The same thing that happens to every other small company who gets a spike a spike in business.
Please be patient while we deal with scaling issues. We are working fiercely to resolve these issues, hence why we’ve been so quiet the past few days. @Fire and Q-Engineer, for example are actively leading the charge to create a solution for easier access to download customs if there were issues with receiving emails.
Also, some people are complaining BEFORE the 3-5 day delivery period is up, and I just haven’t said anything publicly, just took care of the issue. But if we’re going the “SubClub is slipping” route, I’m going to have to point that out whenever someone complains and we’re actually still within our delivery period. For example:
The 21st was a Friday night, after service hours. While we sometimes answer on weekends, the official policy is 3-5 business days for a response, meaning today is actually the deadline. I don’t think you’re “complaining to start issues” or anything like that, but please be cognizant that this is the official policy, as stated on the support site.
There’s no need to be worried if you’re a “complaining customer,” you are owed what you paid for. The issue here is that we explicitly posted multiple times to create two separate orders for multiple builds, because this issue could happen. Your order can be processed, it’s just that Q is semi-automated and once it’s start iterating through orders, it’s very hard to stop it without crashing the system. To resolve this issue right now, we have spun up a non-automated machine where we can make orders manually.
So, again – while I know it’s frustrating, please be cognizant of the fact that this is all still considered “Early Access” – not just the product itself, but all the software behind it and it’s not exactly built to scale at rapid rates, and when those moments happen, we will lag behind a bit. Everyone who has had a missed order will receive their order, and in the case of something like a two month missed order, you’ll usually get either a refund or a chance to completely re-do the order if you’d like.
And if that’s completely accurate, because I checked the queue earlier and again – 92% of all orders are being delivered on time, with the rest being roughly 1 to 2 days late if you include weekends, which technically ISN’T late because it’s not a business day. We just ask Q-Engineer to do them so people can have them over the weekend.
Please be patient while I look into the complaints raised here.
14 Likes
Acknowledged. Thanks, just needed to know that my ticket didn’t get lost in some queue.
1 Like
I just checked your order. I’m really not trying to call anyone out, but I just need to illustrate this. The order came in on February 20th, a Thursday. Today is Friday, February 28th.
Excluding weekends – since according to policy, they are not business days – your order is a day and a half late, during a period when we stated that orders may arrive a bit slower and looks like it’s already on schedule to arrive today.
I understand your frustration, that’s why I immediately jumped and started checking everyone’s orders, but please be cognizant of these things. We are going to add even more language explaining the 3-5 business days policy on the Q website to help with this.
4 Likes
Hello Saint is it possible for you to also check out Q Store order #Number deleted due to security . My more recent order has arrived while this one is not for some reason. It is not a problem if it’s still in the queue but just wanted to make sure.
Just checked. This one is about three days late and the estimated delivery date is sometime tonight EST through mid-tomorrow EST. We’re running Q all weekend to get everyone caught up.
@Pharaoh – haven’t forgotten about yours, I’m just going to look into it a bit deeper. If it’s indeed 2 months late, you will most certainly be taken care of.
2 Likes
No, it’s all good. I escalated this one to Q-Engineer with the ticket number. Support did indeed drop the ball on this one, as they should’ve pinged Q-Engineer again. Looks like they sent the proper builds over to Q-Engineer, but forgot to flag it as important to get their attention. Our apologies.
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Thank you very much! This is helpful. I sincerely apologize if I in turn created frustration for you @SaintSovereign or staff. I have great respect and admiration for you @Fire and SubClub. Your work has had the single greatest impact and healing in my life.
Thank you for the clarification and the communication. I will strive to have greater patience and won’t complain on the forum again. I’ll send a ticket if I have any concerns.
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It’s totally fine, we appreciate everyone’s support and we know there are areas that we most certainly can improve upon and the backend is one of them. Whenever we think we’ve resolved a scaling issue, another emerges, but we’ll just keep on trying to improve and one day, I’m sure we’ll nail it.
So, everyone please feel free to continue posting issues if you have late or messed up orders without feeling like you’re “complaining.” In our eyes, there is no “complaint” when you’ve paid for something and haven’t received what you paid for.
The only thing we’re asking is to be a bit patient whenever demand is high. Once it’s more than 2 days late, give us a ping and I’ll come try to resolve the issue ASAP.
4 Likes
Looking at the system, it looks like this order was completed on time.
Just looked into it. Same issue as @GoldenBird – the information was sent to Q-Engineer and was missed. Our sincerest apologies. It has been resolved and you should be receiving your order by tomorrow afternoon at the latest. Most likely tonight.
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Okay – who else is still missing orders, or their orders are legitimately late? For the sake of getting everyone caught up, anyone whose order is at least one day late (excluding weekends), let me know so I can ensure that we get these caught up for everyone.
@Sub.Zero – I saw you had an issue at some point. Was it resolved? If not, let me know. I’m keeping an eye on this thread all day.
2 Likes
Not sure how much this will help, I think the language is already very clear.
I feel some of these issues could be prevented or mitigated by changes to the Q Store, for example:
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Add an ETA next to each order in the order page, based on 5 business days, for those that are mathematically disadvantaged, or don’t know what a business day is. For express orders it can be next (business?) day midnight EST. Preferably using the user’s local date to avoid confusion.
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Make the order status more granular. Right now I think it’s just Processing → Completed. Maybe something like Processing → Queued → Building → Sent → Completed or something similar, so people can see exactly what stage the order is in.
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Downloads available from the download tab in Q Store for a limited time, e.g. 30 days.
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If an order status is still Processing by the time the ETA is reached, a notification can be automatically sent to Q Engineer about the order.
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Maybe make custom support queries a higher priority in the support queue so they’re addressed faster.
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For orders on hold maybe provide a way to contact support via the order page, say a button that only appears when the status is On Hold.
Just some suggestions, though I’m not sure how viable these are in your system.
5 Likes
Ok sounds good.