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player1262894
Junior Member

Posts: 2
Registered:
February 2013
Unresponsive support, undelivered purchase. Sun, 10 February 2013 18:52
Dear Ladies and Gentlemen,

To start, I need to say that me, my girlfriend and the most of our friends are fond of Ticket to Ride board game and have spent many evenings playing in it (Europe with extension, Germany - Märklin collector's edition, Nordic edition). That's why we have ordered the new "Heart of Afrika" edition on Christmas, the 25th December, directly from the daysofwonder.com.

It was not stated on the site that during holidays there may be expected any service delays or other delivery interruptions. We've specified the address of our "Ferien House" (Holiday House), where we've been during the Christmas near the Dusseldorf (Germany).

The payment was processed successfully. With our previous order, the game was delivered on 4th day since the order, so we were planning to enjoy the game together before the Silvester (New Year's Eve), when we were to leave.

My girlfriend has emailed to daysofwonder.com with the new address (which is the home address, actually), but still there's a silence for reply.

On the 4th January (!) we've received a notification from DPD (courier company), that we should expect the delivery in the coming days. But as it seemed, it was sent to that Ferien House, instead of the specified new address via email.

We've sent dozens emails in German and English (too bad we don't speak French, I wonder if it could help any), and received only one reply, that confirmed our guesses - nobody bothered about email requests to change the delivery address, the game was sent to that Ferien House. According to the DPD records, package sent back (returned) due to non-delivery.

It's 10th February 2013 now, and there's still no reply, no apologize, no game, nothing. I'm wondering if that is how Days Of Wonder are maintaining their online business? Are your games that popular, that you do not bother about your most loyal customers?

The site has no contact phones, no company names, no responsible persons for operation, only postal address (for a lawsuit?).

At this point _we_are_pushed_to_ make a chargeback and are sending the corresponding request to the bank on the nearest working day.

Too bad for our friends from Sweden who were unable to enjoy their (and our) lovely game with us during that week. It's up to your business model, as it seems, - customers should buy from the local stores and through distributors (or Amazon), but not from daysofwonder.com.

Have fun.

[Updated on: Sun, 10 February 2013 19:19]

      
Yann
-= Crew =-
KS Backer - Skeleton

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Posts: 2355
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October 2002
Re:Unresponsive support, undelivered purchase. Fri, 15 February 2013 08:21
Hello player1262894,

I am sorry to hear about problems receiving your order. As you stated it yourself, we are known to deliver orders quickly and we do follow-up carefully about customer queries, even though there can be delays during the holidays season because of the very high traffic during that period.

You mentioned many e-mails. I made a search in our customer service system using your DoW account e-mail, and did not find anything. You probably used another e-mail, so could you give me the ticket number that you received? I am in charge of Customer Service, and I'd like to get the the bottom of this.

Don't bother doing a charge back: we refund unreceived orders without asking questions. I just need to find your order (it does not appear under your DoW account either). Please give me your order number.


We do value customer satisfaction. We recently released a completely reworked version of the "Contact us" area of our Web site, which resulted in much better and faster responses. This was an important development effort for us. If there are problems, I want to know.

I look forward to your reply (again, simply post the ticket number and your order number).

Thanks for your patience,

Yann
      
Yann
-= Crew =-
KS Backer - Skeleton

User Pages
Posts: 2355
Registered:
October 2002
Re:Unresponsive support, undelivered purchase. Fri, 15 February 2013 11:02
Hello,

I checked with our shipping manager, and she told that she talked to you or your spouse about this matter earlier this week. The product was re-sent to you yesterday.

It is my understanding that you missed the warning about the delayed delivery from Germany during the holiday season. As a result, the product was delivered to an address where you were not located anymore. When we verified your order in January, DPD (the carrier) was showing your order as being delivered, so we did not pursue further, we thought everything was fine.

When you place an order, it is important that you use an address when you are sure that there will be someone to collect the parcel. So avoid a vacation house or a home address where no one is there.

Also, when you contact us, make sure you keep the same "ticket number" that you received in our first response. All it takes is reply to the original e-mail you received when you want to write to us - the ticket number is already in it. So it's very simple. This allows us to keep track of the history of the issue, our responses, etc. As you explained, you wrote many e-mails to us, but creating different tickets almost every time. This creates additional difficulties, because different tickets may be processed by different people here, which can lead to confusion and coordination issues.

I hope that this time you will receive your game quickly.

Thank you for your understanding,

Yann
      
player1262894
Junior Member

Posts: 2
Registered:
February 2013
Re:Unresponsive support, undelivered purchase. Fri, 15 February 2013 15:06
Dear Yann,

Thanks much for addressing to the issue really quickly and professionally, I do appreciate that.

Yes, mentioning the ticket name every time could possibly help a lot. However, we didn't figure the right email address at first in order to obtain one.

Possibly we were using the wrong emails such as store [at] daysofwonder . com , support [at] daysofwonder . com , until I have figured out the one which was in the receipt (die Rechnung) itself: customerservice [at] daysofwonder . com

There were tickets with customerservice [at] daysofwonder . com with no replies, the one I'm aware of is:
Ticket#: 2013010510000133

I only come into play when my girlfriend needs assistance in solving questions which came out of her control, that's why you couldn't find my email anywhere in your records.

Of course there's no need for the chargeback, since you're actually working with problems and I'm glad we could have this solved. I'm not in position of blaming anyone, or giving any advices on how to operate one's business, you know it better than anyone else. I just need to point out that the part of the system needs to be adjusted, make it clear for a customer to understand what to do if that happens, whom to contact and how to act. At the Christmas time it was not clear that there could be any delays, at least not mentioned anywhere on the site, that is for sure, I checked that myself.

It's good for all to have everything in order.

We have quite an experience dealing with orders online, and are always, whenever possible, looking for a way to order directly from a producer / copyright owner, not through a reseller or distributor. There weren't any issues in the past with delivering to a Hotel or a Ferienhause. We're not at home most of the time. And that's important how the actual owners deal with customers. Now we know that there's a guy named Yann who can solve issues at Daysofwonder.com, and I hope there would be none in the future.

We're really enjoying your games and are happy to stay tuned to your company. Today its Friday evening and we're planning to have another Ticket to Ride tournament with our friends in the Kingdom of the Netherlands. It's not just a great game, but also a great tool to strengthen our relationships with our international friends all around the world. There are still a lot of places to visit, tickets to buy, tickets to ride - such a game of the words. Your game has still not covered the whole world yet!

I have replied to your colleague, Natalie, that we'll be able to check the game delivery once we're back from the Kingdom. I'm sure the package is safe with our neighbors.

Thank you for your time and action.

Wish you a good luck.
Have fun.
      
    
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