When I sell stuff I provide excellent service and I demand it in everything, I am not bashing MC just pointing out what I consider to be valid flawed points. I would play devils advocate the other way around if the situation warranted.  I have no interest in using MC, partially because it doesnt carry anything that I would want or dont already have.

 

All I want is my purple bug. :tflaugh1

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See now I defend everyone right to get what they should but this is what I dont understand, how could anyone actually want that awful, awful figure ;)

When I sell stuff I provide excellent service and I demand it in everything, I am not bashing MC just pointing out what I consider to be valid flawed points. I would play devils advocate the other way around if the situation warranted.  I have no interest in using MC, partially because it doesnt carry anything that I would want or dont already have.

 

All I want is my purple bug. :tflaugh1

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See now I defend everyone right to get what they should but this is what I dont understand, how could anyone actually want that awful, awful figure ;)

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Because looking at two yellowbugs is more annoying?

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?

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:roll IN YOUR OPINION. So often is that part forgotten. Everything I said applies. It's a business, just like any other.

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

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Oh god. Not the same crying that has been going on for the last 2 or 3 years. Please... go find a new dead horse to beat. You aren't getting your Skywarp PVC and neither am I. Just let it go already.

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.

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Which brings up the question of "what are they going to do with your Dirge that you sent back to them?" Will they give it to someone else? :wtf

Jaguaratron, I didn't say that was an ANALOGY, I said it was a hypothetical, a thought exercise to hopefully try to get people to think a bit more about MC's side of it.

 

And yes EM is entitled to the entire set, and that's exactly what he's getting.

 

I hadn't heard of issues with the magazine or club exclusive, so thank you for providing some support. Still I see nothing in this instance to slag off MC about.

 

By "reasonable" customer service, I mean customer service that is "reasonable" for customers to expect. In EM's situation here, I'd say expecting to keep the extra toy is unreasonable as explained in too much detail already. (Sorry that was so long ;) ) What they've done in this situation is "reasonable" and "good" customer service. An extra 1% of effort to "make-up" for the mistake would make it "perfect" IMO....

 

Yes, AutobotMaximal "my opinion", but NO your restaurant analogy does NOT apply. MC can't verify their mistake without getting the Dirge back. The restaurant can verify their mistake of a bad meal. MC would be open for abuse of the system, a restaurant is not in that way. EM doesn't get to keep both toys... when you eat a restaurant and the screw up your meal and they give you a new meal... do you eat BOTH meals? I don't think so. If anything the analogy would support MC's "replacement", not giving "double".

Just so you all know, I got Buzzclaw today. :D

Just so you all know, I got Buzzclaw today. :D

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Glad you got you bug problem sorted out ;)