you really thought they would a give you free toy?

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It WAS their mistake, right? :wtf Kind of like when they mess up your order at a restuarant and they fix your food and take half off your bill. It's the way GOOD BUSINESSES do things.

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Yeah, not really looking very highly of MC at the moment.  :tdown

What if they only made X amount of Dirge and Buzzclaw and giving you the free dirge would throw them off so that some one would have to receive two Buzzclaws. Then again if you didn't complain they'd still be screwed, so never mind. Just wanted to post something I guess.

MC are not exactly endearing themselves to many fans which is quite odd considering they are supposed to be a customer facing business, this kind of thing coupled with hypocritical and poorly thought out rants urging us all to bycote Hong Kong doesnt bode well IMO.

 

I think we will have another new transformer club in a couple of years ;)

MC are not exactly endearing themselves to many fans which is quite odd considering they are supposed to be a customer facing business, this kind of thing coupled with hypocritical and poorly thought out rants urging us all to bycote Hong Kong doesnt bode well IMO.

 

I think we will have another new transformer club in a couple of years ;)

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Or no club at all.

I just joined the club and I thought they were nice ppl when I called them. Very polite and informitive. And fast shipping too. I ordered Cybertron Sideways and snarl thursday and just go them today(monday) Unrelated note: Sideways is freakin sweet. Best cybertron figure so far!!!

I just joined the club and I thought they were nice ppl when I called them. Very polite and informitive. And fast shipping too. I ordered Cybertron Sideways and snarl thursday and just go them today(monday) Unrelated note: Sideways is freakin sweet. Best cybertron figure so far!!!

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Everyone is usually nice and polite when you are giving them money, it is when there is a problem that we often see truer colours.....

From my experiences, and customer service stories I've heard, MC has been noting but nice and polite.

 

Jaguartron, what instances have they not been, I haven't heard of any?

 

This instance with EM, I think MC is at 100% or 99% of what reasonable customer service should be.

 

I just mean this discussion to be about their customer service, not about things like "casino night is a stupid idea", "they shouldn't have so many repaints for exclusives", etc.

 

From my POV, they've done excellent customer service, and I'm confused about why others don't have this impression. Are there real reasons, or as far as I can tell, it's unreasonable expectations.

 

My "customer service" experience with them: I emailed them saying I was missing the instructions and tech cards to the loose set. I QUICKLY got an email informing me the loose sets don't include those. I was uninformed, I got the correct information in a very quick manner. Excellent customer service. Now, because I was mistaken do I think they should have given me extra tech cards and instructions? Of course not.... so excellent, appropriate customer service response.

 

A friend, and other people I've heard, were missing the pin in their Iacon package. They emailed MC, quickly got an email reply, and quickly got the pin mailed to them. Excellent customer service with the appropriate action taken.

 

Now EM's situation: 2 Dirges in the set instead of 1 Buzzclaw, so the solution should be making sure he was 1 Dirge and 1 Buzzclaw, after all that's what he paid for. MC's solution is doing that, except EM does have to pay for shipping Dirge back. However EM said that's a small amount he doesn't care about. So that's maybe 99% appropriate customer service, I'd say MC should reimburse the shipping amount or maybe, *maybe*, through something in the package to you like a convention program/comic or a 10% coupon for the club store.

 

They should absolutely NOT just send Buzzclaw and not have EM send back the extra Dirge. Why? Well EM didn't pay for 2 Dirges now did he? So why should he have 2 Dirges? Because it's MC's "mistake"? Well their plan is fixing that mistake, so why should EM get an extra benefit beyond what he paid for? As said in another reply, there are a limited number of these toys, if EM got 2 Dirge's someone else somewhere probably got 2 Buzzclaws. MC will be able to fix both these mistakes as the middleman when the extras are sent back.

 

Remember the Sunstreaker packing mistake at OTFCC03? Some had 1 of each launcher, some 2 right, some 2 left. Glen set up an area for people to meet and exchange the correct parts. People were happy to do this, they didn't insist someone give them a right launcher while they kept 2 right launchers. This is the same situation except the unfortunate case that things need to be mailed and can't be done in person.

 

It can't be done in person which is the reason why AutobotMaximal's restaurant analogy does not apply. If a restaurant screws up your food, you're right there, and the food is right there. How does MC KNOW they made a mistake unless EM sends back the extra Dirge? I fully believe EM is telling the truth here. However suppose MC was going to send out the Buzzclaw and didn't ask EM to send back the Dirge and EM posted that information on this public forum. How many unethical collectors would immediately email MC saying they had the same kind of problem(even when they don't) and expect a free toy to be shipped to them? That kind of system is too open to easy abuse. While keeping the extra toy would certainly be 'nice' for EM, it's not good for business, it's not nice to other collectors, and it's dangerous for MC. Please take a couple minutes to think about issues like this from MC's point of view instead of just your own viewpoint.

 

The system as-is could still abused, though slightly. If someone preferred 1 color of Dirge or Buzzclaw and wanted to get 2 of one instead of one of each they could lie and through this process, unethically get 2 Dirges or 2 Buzzclaws and send back the unwanted one. Maybe that doesn't sound like much of an abuse but it could add up to MC having a surplus of 1 figure and none of the other. If that happened and MC didn't have any Buzzclaws, the EM or other honest fans could be screwed.

 

If you don't think there's fans out there that would abuse the system, well there are. My first order from hasbrotoyshop.com was slow in coming. I saw on another board someone else had that problem, they called  customer service and the order was promptly reshipped. I did the same, and eventually got my order so I was pleased. However later I saw the other person post that he evidently had just been a bit impatient and the original shipment and the re-shipment got delivered. He was charged once and KEPT both shipments!

 

The only mistake Hasbro made there was being too trusting in what customers tell them. But if they aren't that trusting, then by the logic in this thread they're BAD customer service and a BAD business. Perhaps Hasbro can deal with these losses since it's a HUGE company. MC likely could not absorb such abuses easily, especially with limited edition figures, and there's no justification that they should have to absorb such abuses. If they didn't act the way the are acting in EM's case they'd be opening themselves up to the abuse.

 

In person they fix these mistakes immediately. When picking up a set you must open the box, inspect it, and sign a paper saying you're satisfied with it. Protecting themselves from people who might try to abuse customer service, and protecting the customer from mistakes in the box set IMMEDIATELY. Top-notch customer service and very appropriate business practices I'd say. Dealing with things shipped, that they can't see the mistakes so it's a tougher issue and what there doing is about 99% the best they can do in the situation I'd say.

 

If you don't think so, here's a hypothetical:

 

If you were an MC customer service person, or heck, if you were Brian Savage, and someone emailed in saying their Iacon package didn't contain Deathsaurus, what would you say? what would you do?

If you were an MC customer service person, or heck, if you were Brian Savage, and someone emailed in saying their Iacon package didn't contain Deathsaurus, what would you say? what would you do?

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Thats a poor analogy to say the least, EM got a figure a duplicate of a figure that was produced in droves, not the centrepeice, it is perfectedly understandable for an error to occur in this way. To be honest I wouldnt want any of them, but EM did pay for the set and is entitled for it to be as it should be, which is 100% and complete.

 

Jaguartron, what instances have they not been, I haven't heard of any?

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There have been numerous documented cases of MC subscribers both domestic and overseas not receiving their magazine or even the club exclusive figure and resolution progression on this front has been ....slow and sticky, to say the least. Check the boards with the search function for loads of these topics with corresponding posts backing them up.

 

I think MC is at 100% or 99% of what reasonable customer service should be.

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and reasonable customer service isnt good customer service, if EM had received good customer service this thread wouldnt be here, he would be happy and possibly praising MC to the heavens, thats what good customer service brings you.  Its never going to be a case of see how MC is run and cut them some slack, its a customer facing business, they will not survive without customers and MC should be doing all it can to maintain and promote good service especially in a fledgling business. 

 

"Reasonable" is not good enough in this day and age.

Hey look at the bright side. The club could be run by that little F@#k stain, Glen and rip our money off again. Where's my goddamn skywarp pvc. I've been waiting for that since 2003. In 2004 I asked Glen about the skywarp in person at Otfcc and he said there was some delay problems but I would soon be getting it. A couple months later I found out  he lied to my face. NOW thats bad customer service

I think MC is at 100% or 99% of what reasonable customer service should be.

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and reasonable customer service isnt good customer service, if EM had received good customer service this thread wouldnt be here, he would be happy and possibly praising MC to the heavens, thats what good customer service brings you.  Its never going to be a case of see how MC is run and cut them some slack, its a customer facing business, they will not survive without customers and MC should be doing all it can to maintain and promote good service especially in a fledgling business. 

 

"Reasonable" is not good enough in this day and age.

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Other than getting two Dirge figures, I emailed MC Oct. 13th in the evening and got a response by mid-day Oct. 14th.  that's pretty quick IMO.  I've had to wait longer than that for responses from other companies.  That's good customer service right here.  They replied promptly to my email.  Of course, I am upset that I got an 'error set' and I felt I was entitled to something 'extra', after reading Edgewises 'encyclopedia' (no offense Edge, that was a hella big post but very good points :thumb) I realize that I shouldn't be able to keep the extra Dirge because, as he said, there could be someone else out there that got two Buzzclaws in their set and I wouldn't want that person to have to suffer because of me.

 

The shipping cost I could care less about since I paid it in coins.  Yes, I have a Blot load of coins lying around.  It's an insignificant thing to me.  Who knows, they could give me a coupon like Edge says.

 

All I want is my purple bug. :tflaugh1