Customer Service
We have two actively managed email accounts within customer service:
[email protected] – to be used WHENEVER a customer is on the email chain. This should also be the only email address given to customers to contact us with a customer service matter. This anonymity protects Jennifer when she has to deliver bad news and uphold our policies.
[email protected] – Jennifer Bongratz, our current customer service representative. You can email Jennifer directly with internal inquiries, but DO NOT include the customer.
Jennifer strives to maintain a 24–48-hour turnaround time with her email communication. Whenever you are contacting her about a customer service issue, please use as much detail as possible and encourage your families to do the same. We are a nationwide organization and do not have intimate knowledge of every program or family.
Please keep the following in mind:
- Each market has different pricing and discounts
- A player can be registered for more than one program
- There can be more than one child registered in a family
- Names can sometimes be common and easily confused
- Knowing the state a player is from is very helpful
Please DO NOT REMOVE PLAYERS FROM A PROGRAM – removing a player from a program does not cancel payments, so parents are still charged even though the player is removed from the roster. It also makes connecting the dots much more difficult when servicing a customer’s inquiry.
Customer Service actively contacts customers regarding past due balances and unpaid invoices. Program directors and VPs have a huge part to play in this, as they are an extra source of information and accountability with their families. All directors are expected to be supportive of these efforts, which may include providing information about a player’s situation or even barring participation for players who are financially delinquent until they are back in good standing. We are actively brainstorming the best ways to do this, so please be on the lookout for additional information. (Can remove the highlighted sentence if you don’t think it’s appropriate to include).
Whenever a product is not delivered (we cancel an event or cannot field a team within a specific program), we will refund the registered participants with no questions asked. In this instance, please contact customer service to process the refund(s).
In ALL other instances, TSG has a “no refunds/no cancelation of future payments policy”, and our customer service department will stick to our guns here. We offer registration insurance through our partner, Vertical, on all League Apps registrations. Step one with any refund inquiry should always be to check if the registration was insured and proceed accordingly.
Otherwise we want to employ a BINARY approach. Customer service will never issue a refund (unless the product was not delivered: event canceled, or team not fielded) without the consent of a director.
Here are the two options a director has:
- Customer contacts the director and wants a refund, but the director determines that the customer should not get a refund. Director instructs the customer to contact [email protected] with the refund inquiry. Having received an email from the customer, customer service upholds our policies and denies the refund/cancelation of payments. This should be the action taken in the majority of instances. Let us be the bad guy.
- Customer contacts the director and wants a refund, but the director determines that there is a strategic justification for the refund. The director should first discuss the situation with their VP and get their approval. Having done so, the director should email [email protected] with their VP and customer cc’d and include the details for how the refund/cancelation should be processed. Having received an email from the director, customer service executes the refund/cancelation as outlined.