I’m still missing my express order from Monday. #2029371.
Thank you
Just checked it. Looks like the order is registered in our system for Tuesday, February 25th (most likely a timezone issue), so it’s still within the delivery time. Meaning you can expect it within the next 2 days.
Thanks for looking into it. Any timezone or system issues aside, understandably, I thought express orders were an end next business day turnaround.
At the bottom of this page
it says
Need Support?
Can’t find the answer you’re looking for? Submit a ticket and we’ll get back to you within 1-3 business days!
hence my post.
I tried resubmitting the ticket (#29048). Thanks.
Hi @SaintSovereign ,
My order was on February 10, 2025, #2029232.
Still On Hold - Contact Support status which I naturally did. I send the first ticket the 19 of February on the 8 business day and another on the 26 of February on the 13th business day.
I personally don’t care about the extra wait time since I understand that in business such thing happen sometimes. However, as a recommendation, I do advise to have customer support at least reply “were looking into, please wait” to quell the impatience in the heart customers and know that they are being heard.
Since this has never happened before (waiting such length of time for a ticket reply) I did think something was odd and thus the second ticket I made (which also has not been replied).
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Saint and Fire take their business very seriously, so you can assume that orders take priority over updates.
I absolutely agree with that. We (unfortunately) live in a time in which the topics “ME! WANT! EVERYTHING! NOW!” is predominant. Whether this is a good or a bad thing remains to be seen, but customers are simply no longer used to waiting a long time or not getting any feedback. Especially when asked or opening a second ticket and still not getting any response. This should be worked on.
It may also make sense to expand the two product categories in ticket form to differentiate the type of request if it helps to prioritize the issues in the backend. For example, introduce additional products related to the type mentioned in the support article.
- General (Account Access Issue)
- General (Product Information)
- Subliminal Club Major Title (Order Issue)
- Subliminal Club Major Title (Download Issue)
- Subliminal Club Major Title (Refunds and Returns)
- Quintessence Custom (Order Issue)
- Quintessence Custom (Download Issue)
- etc.
Hi @SaintSovereign @RVconsultant this order is an express Order number:2029388
Could you please keep this on the radar.
Thanks in advance.
I have a support ticket that is two weeks outstanding. It’s number is #29038. Thank you in advance!
I waited for replying to mine for 3 weeks and then decided to open a new one. I’ve been waiting for over one week now…
Please do check ticket #29013 of 19 February and second ticket #29077 of February 26.
Both of which have received no reply regarding the custom I made and is on hold.
I have not. I submitted it on 21.02. Thanks.
no one has gotten back to me on my support ticket submitted on 21st of Feb yet:
#29045
all help is much appreciated thanks
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@SaintSovereign
Wanted to notify you that another week has passed by and the two customs I ordered are still displayed as being “on hold”. Could you check if my orders were actually processed or not? I have no idea how many orders your Q-Engineer has to process but it’s starting to feel like something went wrong again.
I am also waiting for a reply to a ticket I placed a week ago, in which I asked for a discount code for future orders(#29095).
@SaintSovereign I made an order on the 28th of Feb for a QTKS that still hasn’t arrived yet, which is weird cause usually it would have arrived sooner, is there a slowdown in orders atm?
Order #2029384