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Forums » Memoir '44 - English » Heapin' Helpin' of Crow (was "Really NOT happy at all")
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Dasher
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Heapin' Helpin' of Crow (was "Really NOT happy at all") Fri, 25 January 2008 17:28
As the original author of this rather nasty letter, I feel it is my responsibility to set the record straight on the matter of not having received my pre-ordered "Air Packs".
Turns out when DoW tried to charge my card, the bank denied the charge as part of their security routine. Maybe the DoW charge was hitting the same moment my wife was shopping in D.C. the day I was buying stuff at Home Depot in Virginia, or maybe it was the ID-theft issue we had in November, I don't know. I should have known it was something like this, since shopping direct from DoW has NEVER been a problem before.
The point is, I got all bent out of shape and cranky at DoW for no good reason, and I was not as polite in my post as I should have been - indeed I probabaly should not even have posted the complaint to the DoW forums in the first place - and I wanted to apologize to DoW and to all of you, and to thank you all for putting up with my ranting.
I way overreacted, but DoW and all of you were cool enough to calm me down instead of put me down, and for that I thank you all.
I need a hobby...
Darion Leonidas

[Updated on: Sun, 10 February 2008 18:07]

      
eric
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Re:Really NOT happy at all Fri, 25 January 2008 18:12
Please send us a PM with the name under which you placed your order and we will do our best to check the status of your shipment, despite being gone.
Thank you,
eric
      
Caboose
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Re:Really NOT happy at all Sat, 26 January 2008 12:40
First of all, I would like to mention that I am NOT employed or am or ever have been an employee of DoW. I'm a normal customer.

But I know based on my experience as well as others, that 99.9999% of the time, DoW will go the EXTRA mile in fixing a customer's problem, even though DoW is a "smaller" company based on the number of employees as compared to bigger gaming companies like Wizards of the Coast or Hasbro. But if you have ever dealt either of those two companies or any other big game company, DoW definitely is MILES ahead of them in regards to customer service. It might be because DoW places customer service to be their #1 priority since if you treat a customer like gold, the customer will remember that and come back time and time again. Sadly though but definitely not in DoW's case, as companies get bigger, they forget that customer is part of the word customer service.

Sure DoW is a "small" company and they do have 2 offices - one in the US and another in France. And since the offices are in two different countries, there could be different commitments that they might need to go to. Even if the "event" is not like Essen in October, it could that DoW sees that event as being that big and thus needs to attend it to be in contact with various distributors of their games. And thus they have these commitments to various events and thus they do need to promote their items at this events since if they don't promote, no one knows about them and thus no money, which equates to no jobs and thus eventually no company!! Eric and others inside DoW have to wear different "hats" at times but they are doing a GREAT job. I know Eric is CEO of DoW and he even wears the "hat" of customer service as replying to your post shows.

But I bet Eric and/or another DoW customer service member will go the extra effort to correct the problem/issue. Even if DoW had planned to be out of the office, I bet DoW will fix the problem in a very timely manner. Also I know that DoW does place customer loyalty very high on their list, as can be attest that Eric respond within 1 hour of your post as well as look in the matter himself. And he even replied on a Friday no less - where some other companies might have "pass the buck" and waited till Monday to reply.

Thus I hope you don't use this one "bad" experience as how DoW ALWAYS treats their customers. You will find that the DoW folks will go over and beyond the call of duty to correct customer's issue(s). Based on my experience with DoW, DoW usually replies back within 24 hours most of the time. Sure there might be times when the response time is slower - but it can be attributed to either a major holiday or event that takes some of their customer service staff out of the office. In addition, DoW has a GREAT forum community to answer questions from people - even if the question seems "stupid". Just imagine the time it would take if DoW had to do PERSONALLY do that themselves and thus that time that would be taken away for more valuable stuff at designing/promotion, etc. In addition, if you look through the various DoW forums, you will see that DoW likes to keep in touch with the customers in other ways. This is done by way of their DoW Newscenter site ( http://blog.daysofwonder.com/en/ ) as well as replying to threads to clarify items. Even going to setting up FAQ questions for the Memoir 44 and Battlelore game system and responding back on a quarterly basis.

Lastly, when was the last time you bought something and it included EXTRA items in it ?? In my opinion, it seems to DoW that adding the extra "pieces" to the base game adds value to a game as well as loyalty to the customer. Plus it cuts down on some early requests if there is a piece missing since there should have been extras to take up the slack. In my eyes, this "extra pieces" was an item that impressed me a lot. And if you do happen to lose or misplace an item, DoW will send out a replacement with no questions asked. Again, another item that promotes customer loyalty to Days of Wonder.

I do know that people and companies do make mistakes and not everyone is perfect. But if you give a company adequate notice by either calling, emailing or some other way of contacting customer service before posting a "rant" or "complaint", they usually will try to correct the matter in a very reasonable timeframe if the company is honorable. (Note or FYI : I would like to point out that there are various places here on the DoW's web site that one could get DoW's customer service phone # as well as filling out the customer service web form. It can be found under the Company - Contact us link just to let others know - and no, that is no "rant" to Darion either).

For all that DoW's customer service does, I would like to give them a very big congratulation for going over and beyond - I would even say for doing a superior job. Their whole customer service staff is very very EXCELLENT and always going beyond the call of duty to correct issues. And they deserve a big

HIP HIP HOORAY!!

for a job well done. I have read various posts on other forums and people are VERY impressed with DoW's customer service. I know it is not a "pretty" job but the company's customer service might help with future customer's purchases with that company.

I suspect there might be others here on the forum that might agree with most of the above statements/opinions. I wish more gaming companies (and even those NOT in gaming industry!!) would go the extra effort/mile that DoW customer service does every time. Based on my and other's experiences, DoW will fix the problem to the customer's satisfaction more often than not.

Cab
      
Roobarb
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Re:Really NOT happy at all Sat, 26 January 2008 13:07
yea what cab typed x2
and correct me if im wrong but wizards of the coast are apart of hasbo now
      
ANZAC_Trooper
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Re:Really NOT happy at all Sat, 26 January 2008 13:48
Sorry caboose but I think you have gone over the top with your reply.

I don't disagree that DoW is a very customer-focussed company but I think Darion has every right to post here to get someone's attention .... what he has told us:

In fact, as I do with all DoW products, I pre-ordered two copies. = Loyal customer

I called a few weeks past the announced release date just to confirm that they did, indeed, have my pre-order on record,

My local game store has one copy left of the SIX they got in on Tuesday, January 23rd.

when I got home and called DoW, only to hear a recorded message saying that they would be out of the office from Thursday the 24th (yesterday) until Tuesday, February 5th. And by the way, they will have no access to, and therefore no way to answer, voice mail or e-mails until February 5th.


He has not abused anyone but just brought to attention his plight - he may be the only person in the world who has had their preorder mucked up but that does not mean he can't complain about it. And I'm sure DoW is chasing this right now since Eric has seen it - which they should be doing, and is the whole reason for the post being placed.

      
*player398320
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Re:Really NOT happy at all Sat, 26 January 2008 14:48
Darion Leonidas,

I can empathize with you. I just recently had a bout with two companies over a problem somewhat similar to your situation. I sent emails and things worked out for the better.

You should email (gives you written proof) or call DoW first. State your problem and how you would like DoW to fix it. Wait a few days for things to work out. Forums are not the best place to get their attention on such matters and it ticks some people off.
      
*player22179
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Re:Really NOT happy at all Sat, 26 January 2008 17:30
Darion Leonidas,

Sounds like unusual, unfortunate circumstances. DoW has been on top of their customer service. It's their defining characteristic, outside of promoting the rebirth of "gaming night" in the new millennium for families all across the world. Hopefully, they will resolve this issue for you soon. It looks like Eric was quick to spot a relevant concern yesterday, as usual.

ss
      
ANZAC_Trooper
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Re:Really NOT happy at all Sat, 26 January 2008 18:20
Excuse me - can you guys stop being 'defenders of the realm' for DoW ... it looks terrible, especially as DoW have moved on it straight away.

Darion has the right to use this forum for any legit purpose as much as anyone else, and making DoW take notice of either some poor service or a problem with an order from a loyal customer seems pretty legit to me.
Why should he have to wait any longer ? - he already knows from their answerphone message that there is no point sending an email until at least Feb 5th.

When did the rest of you guys get your pre-orders ?
      
*player398320
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Re:Really NOT happy at all Sun, 27 January 2008 15:54
Darion Leonidas,

Embarassed I hope you do not think I was being contemptible. I saw a piece on CBS news Friday on how to make complaints concerning your service and products.
      
ANZAC_Trooper
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Re:Really NOT happy at all Sun, 27 January 2008 16:08
Doc Halloween wrote on Sun, 27 January 2008 14:54

Darion Leonidas,

Embarassed I hope you do not think I was being contemptible. I saw a piece on CBS news Friday on how to make complaints concerning your service and products.


Not at all - nothing even similar in my mind ... just a bit overly protective of DoW maybe Cool.
      
Dasher
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Re:Really NOT happy at all Tue, 19 February 2008 23:31
Doc Halloween wrote on Sun, 27 January 2008 09:54

Darion Leonidas,

Embarassed I hope you do not think I was being contemptible. I saw a piece on CBS news Friday on how to make complaints concerning your service and products.



Hiya, Doc:

Nope, no worries. I appreciate everyone letting me blow off steam, but I edited the original post to remind me not to do that in the future.

Again, sorry if I offended anyone, and thanks to all of you for helping me regain some perspective.

Darion Leonidas
      
Taylor
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Re:Really NOT happy at all Wed, 20 February 2008 01:33
Darion

I admire you coming on the forum & saying how things actually were.
Well done for the apology

L8R's
T
      
*player22179
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Re:Really NOT happy at all Wed, 20 February 2008 03:25
Darion Leonidas,

No worries. Thanks for revisiting the topic with the resolution. Now, let the dice determine the rest!

ss
      
    
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